Research On Customer Service Management Of Changchun Subsidiary Company Of China Life Insurance

With China’s rapid economic development and increasingly open China’s capitalmarket has been developing rapidly, as the backbone of the insurance company’scapital markets, on the one hand facing a huge market opportunity, on the other handalso suffer from the industry, especially foreign counter parts intense competition.How to provide customers with a higher level of service and professional investmentadvice, to further consolidate and develop long-term customer relationships, hasbecome the focus of competition in the insurance industry, the successfulimplementation of customer service management system is an effective means ofleading this competition to achieve.Changchun Subsidiary Company of China Life Insurance, in recent years, withthe rapid development of business, the number of customers is growing rapidly, butalso exposed a lot of problems on the current customer service management, such asthe company’s business processes cumbersome, low efficiency, and becauseemployees due to lack of integrity and customer complaints, etc., this paper aims tostudy and explore Customer Service Management of Changchun SubsidiaryCompany of China Life Insurance, to seek out how to optimize customer service,thereby promoting customer buying enthusiasm, to further enhance the servicemanagement level, the real company caused a world-class life insurance company isimportant. This article will seek to design a line with the actual situation in CustomerService Management of Changchun Subsidiary Company of China Life Insuranceprocesses and assessment criteria, thus changing the status quo of Changchun Branchcustomer service management present, to optimize customer service processes, retainjobs related services personnel, upgrade The company’s core competitiveness. Wealso hope to other similar enterprises of building customer service management playsa certain significance. By reading the relevant literature and collect relevant data, such as the use ofliterature study on customer service management content Changchun SubsidiaryCompany of China Life Insurance has been associated with a brief introduction, andto carry out the main problem currently Customer Service Management ofChangchun Subsidiary Company of China Life Insurance existence analysis; methodusing interviews, surveys, lessons learned and put forward a new method of customerservice management processes and customer service management implementationplan Changchun Subsidiary Company of China Life Insurance, in order to study andexplore how to build the perfect Customer Service Management of ChangchunSubsidiary Company of China Life Insurance processes and customer servicemanagement measures. The basic structure of the paper is as follows: Chapter1is tointroduce the topic of the research background, significance, and the main contentsand research methods. Chapter2Changchun Subsidiary Company of China LifeInsurance is a brief introduction, customer service management of the status quo andproblems, as well as analysis of the problems. Chapter3establishes the idea to builda culture of customer service management, content management, customer serviceand operational processes, and assessment standards of customer service management.Chapter4, respectively, from the organizational structure, staffing, service platform,service quality as the implementation of protection of customer service management,customer service management to ensure the smooth implementation of processes andassessment criteria.Conclusions of this study are as follows: Based on the Customer ServiceManagement of Changchun Subsidiary Company of China Life Insurance researchand study, designed the process and assessment criteria Changchun SubsidiaryCompany of China Life Insurance customer service management, and proposedChangchun Subsidiary Company of China Life Insurance Customer related servicemanagement reform program, designed a customer-centric, service-based,innovation-oriented, market-reference, competitive and motivating customer servicemanagement processes and assessment criteria, fully embodies the "customer focus,innovation, management at different levels,"the customer service managementconcept. Practical significance of this study is reflected in: to some extent changed theCustomer Service Management of Changchun Subsidiary Company of China LifeInsurance currently unreasonable conditions, creating a favorable environment fornurturing employees and retain key personnel and professional services personnelservice jobs, enhance the company’s core competitiveness. For further enhance theChangchun Subsidiary Company of China Life management level, truly world-classcompany into a life insurance company is important. Meanwhile, in the currentstate-owned enterprises generally faced with international, market competition isincreasing the intensity of the situation, the paper can be customer servicemanagement research other similar enterprises play a certain significance.