The Study On PA Customer Center’s Service Quality Improvement

In2006China’s insurance market fully open, for the development of China’s insurance industry bring great opportunities and challenges, and promote China’s insurance industry comprehensive development and upgrade. With increasing competition in insurance market, the "service is the key factor affecting the customers to buy", service is the effective ways to reduce operating costs has become many enterprises, especially financial service firms a consensus.Based on PA for this customer service outlets as the research object, based on the actual research and the work experience, guided by the service operation management theory, using the combination of qualitative analysis and quantitative analysis method, explore stores services improve customer service satisfaction. First of all, set up a PA property customer service outlets operating analysis framework of service management, pointed out that the unit in the service process, employee motivation, the customer scheduled waiting, and counter environment facilities, improve the business process problems in five aspects. Secondly, around the customer as the center as a starting point, from the counter staff management, the counter in the environment, such as business process perspective, analysis service is not standard, the customer scheduled to wait for a long time, the staff appraisal system not perfect etc. Problems and reasons. Finally, put forward optimizing counter service management measures, formulate standard counter in the interior management manual; Make counter staff incentive schemes; Develop specification to customer experience as the starting point of customer contact process. Make counter management from rule of man to rule of law, from extensive management to fine management mode of operation.Customer service center counter as a service window, is the company’s brand and image spokesperson, counter service work is the important condition to increase the competitiveness of enterprises. Therefore, this article about the customer service center counter operation service management as a research topic is of great significance.