| The postal savings bank of China, changsha branch, It was founded in March 2008. By the end of 2010, changsha branch were self-supporting outlets 38 home, The high-speed development period in branch business, our outlets old decrepit, service management lacking a set of perfect mechanism, compared with other commercial Banks have tremendous athleticism.In this thesis, the service management modes and their status at home and abroad are studied by Comparative Analysis Method combined with the practical work experience of the author. This paper explained customer service,service management and marketing theory research and development course, systematically studied service management concepts,characteristics and principles.This paper introduced existing network service management and the diagnosis of common service management theory of Changsha postal savings bank. In reference to domestic and international advanced service theory and thought foundation, the union influence Changgsha postal savings bank network marketing service industry elements, built for angsha postal savings bank status service management mode. By using the SWOT analysis method, gives the service management mode and implementation countermeasures to Changssha postal savings bank.Through the above analysis, get research conclusions are as follows: (1) Optimization of the network service management mode, which is beneficial to accelerate the transformation of demonstration site development, build exhibition positions good atmosphere of marketing;(2) Optimize the network structure, improve customer databases, facilitate better controls resources, provides the high-quality service, stable stock customer resources;(3) The tangible demonstration of normative service, to help promote the Changsha branch overall public service image;(4) Reform of service management and finally formed "standardized service, grid marketing" management mode, can become Changsha postal savings bank long-term development strategy. |
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