中国是世界上最大的烟草生产国，也是最大的烟草消费国，烟草业在国民经济中的重要地位是不言而喻的。随着体制改革，烟草行业正朝着越来越规范化、自由竞争的方向迈进。由于烟草L公司服务标准的不统一，没有统一的、规范的客户服务等工作的基本流程、程序、标准，导致服务的组织、控制能力不强，服务效果缺失必要的监测，从而不能达到最佳的效果。因此，烟草商业企业建立实施营销服务管理体系，建立、实施企业服务标准体系，规定服务规范、服务提供的规范、质量控制规范，确定每位员工的职责及工作程序，甄别不合格产品、服务并提出改进措施，这对于企业“加强基础、科学发展”具有十分重要的意义。 本文从“服务标准化”角度出发，在阐述国内外研究现状及相关理论的基础上，明确本文的研究思路和研究方法；通过对烟草L公司营销服务管理现状以及存在问题的分析，指出营销服务体系实施标准化管理的必要性；基于对烟草L公司存在问题的分析，进行了营销服务标准体系的设计，根据公司相关业务工作构建了营销服务标准体系表；提出了服务标准化体系实施步骤，并制定了相关保障措施。希望通过本文的研究能够对整个烟草商业企业营销服务标准体系的建立和完善起到一定的推动、促进作用。

China is the world's largest producer of tobacco, also is the biggest tobacco consumer , the tobacco industry that the important position in national economy is self-evident. As the system reforming, the tobacco industry is moving toward the direction of more and more standardization and free competition. Due to tobacco L company's service standard is not unified, because of no unified and standard of customer service work such as the basic processes, procedures, standards, result in service organization, control ability is not strong, lack the necessary monitoring service effect, thus cannot achieve the best effect. So, tobacco commercial enterprise set up marketing service management system, establish and implement the enterprise service standard system, service specifications, service specification, quality control, specification, determine the responsibility of each employee and work procedures, identify unqualified product, service, and puts forward improving measures, It has very vital significance for the enterprise to strengthening foundation and scientific development. This article from the perspective of standard service, on the basis of the research status both at home and abroad and relevant theory, specific research ideas and research methods of this article; according to analysis the tobacco L company marketing service management present situation and existing problems,and point out the necessity of marketing service system for the implementation of standardized management; Based on the analysis of existing problems of tobacco L company, has carried on the marketing service standard system design, according to the company related business work, constructed marketing service standards system table, put forward the service standardization system implementation steps, and formulate the relevant guarantee measures. Hope that through this article research can play a promoting role for the tobacco commercial enterprise to set up and perfect marketing service standard system.