Problems Of Customer Service Of Shanxi** Insurance Company And Countermeasures Research

The insurance industry is one of the supporting pillar industries for people’s better life,which is of great significance to the country’s high-quality development in the new era and people’s happiness.With the continuous improvement of the world’s average life expectancy,a new era of life insurance that truly takes customers as the center and serves the whole life cycle is coming.In the face of increasingly fierce industry competition,the insurance market is more and more inclined to the buyer’s market,and consumers are no longer blindly loyal to a certain insurance company.If insurance companies want to establish a foothold in the insurance market,they must do their best to seize market share and form an identified customer base and reputation.Therefore,customer service level has become the key factor of the core competitiveness of the insurance industry,and the establishment of an effective business performance management system has become the focus of the company’s sustainable development.This paper takes the customer service strategy and business performance of Shanxi ** Insurance Company as the research content.Firstly,the theory of customer service and the theory of performance are systematically sorted out,and on this basis,the relationship between customer service and business performance is discussed in detail.Then,through multi-dimensional data statistics,the objective situation of customer service of Shanxi ** Insurance Company is comprehensively sorted out.In view of the homogenization of products and services,mechanization of marketing model,inefficient value-added services and low-end hardware use and other problems,this paper analyzes the causes from the perspectives of product research and development,marketing system,talent structure,technical conditions and legal services,and puts forward the assessment standards and improvement strategies for customer service quality standards of insurance enterprises.This paper attempts to solve the problems in customer service through the optimization of customer service strategy and the redesign of performance appraisal of Shanxi ** Insurance Company,so as to improve customer loyalty,enhance the company’s competitive advantage to cope with the increasingly fierce market competition,establish customer service quality standards and optimize customer service measures for other similar life insurance companies.It also has certain reference significance to improve business performance.