Chengdu Bank Customer Service Model Innovation

With the accelerating pace of financial liberalization, the commercial bank as a service industry, the competition among commercial banks, asset size, is not only the product price, the number of outlets and other competition, who has a stronger ability of customer service, it is possible to obtain the core competitive ability to defeat competitors. Commercial banking, we believe that customer service is the commercial bank to help its clients achieve a function of products, and provide venues, facilities, equipment, system hardware, system, policy, process and software and artificial factors and the sum of all formed by the transfer behavior. Customer service is a basic task, overall, long-term, arduous, the commercial banks from the management concept, organizational structure, product features, business process and make great efforts to carry out a thorough reform and innovation, it is possible to achieve the service quality and service efficiency.In this paper, first of all to the commercial bank customer service related concepts and theories, mainly is the in-depth study of customer service, customer relationship management, customer segmentation concept, followed by the development of the commercial bank customer service, mainly is carries on the analysis of customer management, bank as the center as the center of the management mode, and the existing business bank service defects analysis. Followed by the analysis of existing customer service mode of Bank of chengdu. Specifically, in the core or the ideological level, establish a customer-centric service consciousness; at the organizational level, to meet customer service requirements of the organizational structure; at the product level, to meet customer service requirements of the product system, such as products for enterprise customers, the system for individual customers products system; in the process level, set up to adapt to the customer demand for the service. At the same time also pointed out that the service mode of Chengdu, bank customer problems. Third,Cases of bank customer service model innovation in science and Technology Chengdu branch is discussed, and put forward the thinking of the innovation of Chengdu Science and technology branch of the bank customer service model: one is to recognize the trend of the development of science and technology-- go mainstream banks operating characteristics of road, two on the advanced experience of leading technology Bank-- to achieve fine service, the three is to increase customer service model innovation efforts to obtain competitive advantage--.We believe that as in this year’s "NPC and CPPCC" Li Keqiang prime minister in the government work report clearly put forward to promote public entrepreneurship, innovation, foster the development of new energy. At the same time, Chengdu city put forward "entrepreneurship, Qing Rong Department of Tianfu" action plan, Bank of Chengdu as local banks are facing great opportunities for development. Chengdu banks has long been adhering to the "service area economy, services for SMEs, service of urban and rural residents" concept, and many small and medium enterprises is the enterprise of science and technology innovation and entrepreneurship, we used anatomical sparrow spirit, through the study of Chengdu Science and technology branch of the bank customer service model innovation, to discover and explore the path line to enhance the quality and level of customer service.