Research On The Client Service Compensation Measures Of Heze Rural Credit Cooperatives

With the fast development of finance and the popularization of Customer Concession Value Strategy, financial institutions especially commercial banks pay more attention to target clients. In order to cope with the keen competition and avoid the reputation and economic losses caused by customer complaints, some financial institutions devote to positive images by taking such negative measures as avoiding or covering up customer complaints. These institutions haven’t establish the correct business philosophy and are not aware that customer complaints are unavoidable and indispensable during the growth of enterprises. On one hand, customer complaints help to indicate the deficiency during the process of providing financial products or services. On the other hand, they contribute great to enhance the quality of services and customer satisfaction. Keeping an objective view on customer complaints and taking measures Client Service Compensation Measures in time play key role in cope with customer complaints. Nowadays, Heze Rural Credit Cooperatives mainly serve for Small and Medium-sized Enterprises, individual business households and farmers. As a result of the weakness of cultural quality of target clients and the immature patterns, Rural Credit Cooperatives cannot help to meet customer complaints, thus, taking effective Client Service Compensation Measures has become a key approach to develop Rural Credit Cooperatives.The paper takes Rural Credit Cooperatives for samples and analyzes the Client Service Compensation Measures with qualitative analysis methods as well as quantitative analysis methods. After referring extensive literatures, this paper introduces the feature of the current service condition of Heze Rural Credit Cooperatives, thus, pointing out their problems in the standardized services by using the methods of literature data, case analysis and observation. Meanwhile, this paper claims that high quality service play an essential role in enhancing the service sense of all stuff and the service satisfaction of the client. In order to improve the quality of services and the recognition of clients, the paper designs a series of measures to develop compensation services form the point of clients, stuff and the whole enterprises. Such measures play a vital role in ensuring the sustainable and healthy development of Rural Credit Cooperatives.The innovation of this paper is mainly reflected in the protective measures to ensure the conduction of Service Compensation work orderly. Combined with the current service condition of Rural Credit Cooperatives, such two measures focus on g regulating the service of the employee and the construction of bank branches. All the measures taken above aim to enable employees to adopt the management concept including clients are friends and all the services are not only for clients but also for all clients, thus, finding out a truly effective way to provide service compensation for Rural Credit Cooperatives.