A Property Insurance Company Customer Service Performance Management System Research

Insurance company belongs to the financial enterprises is a typical service industry, is facing the rapid development and increasingly fierce competition, the management level of the background put forward higher requirements. Customer service as after-sales department need to direct contact with the customer, can say, the performance of the customer service on behalf of the company, the quality of service provided by the decision the public evaluation and selection of the company. For property insurance company, due to no production and sales of physical goods, but merely provide services and credit, the products can be offered by the recognition, to improve customer loyalty continuously by a matter of business can be sustained. But at present, the domestic is common property of the company's customer service personnel frequent job-hopping, lack of work to enterprise's identity, such as negative phenomena, these phenomena are related to the performance management, more or less effect on the development of the insurance company to have certain restriction. Many insurance companies in the current domestic performance management issues too much relies on the theory of foreign experience, failed to reverse according to China's national conditions for empirical research and exploration, and all is combined with a specific department to improve the performance management system. Therefore set up a suitable for China's national conditions suitable for the characteristics of the customer service department performance management system, to enhance the service quality and competitiveness of the whole company has special significance. According to the above situation, this paper determines the research train of thought.Based on the performance management of insurance company as the research content, on the basis of performance management science theory knowledge, the current situation of management of A company and the customer service, analysis of the customer service at all levels staff positions highlighted problems in the work, in the perspective of performance management is analyzed. The analysis of the targeted customer service problems that exist in the current performance management scheme, combining theoretical knowledge with the insurance company at home and abroad advanced experience of performance management of A company's customer service performance management of the key indicators, evaluation process flow design, improve the implementation of the safeguard measures of the process of improvement, and performance results of various applications, and other aspects adjustment, thus realize the whole performance management system to improve. The services by performance management to improve customer service, and actively respond to the company's internationalization development strategy. At the same time, the improvement of the system design is a new exploration for the whole industry, the building theory and implementation in a certain extent, the property of the development of the customer service department has a certain reference function.