TB寿险甘肃分公司柜面服务提升研究

发布时间：2018-03-21 02:32

本文选题：人寿保险　切入点：柜面服务　出处：《兰州大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着保险市场的蓬勃发展,各家保险公司的产品逐步同质化,保险公司的竞争已经由产品的竞争转变为服务的竞争,客户体验是赢得客户的核心竞争力,关键就是要为客户创造优质的保险服务体验,柜面服务是保险公司与客户面对面交流的窗口,柜面服务人员更是要做到准确把握客户意图,规范操作程序,快速、准确的办理业务,主动服务客户、方便客户,成为促进业务发展的有效途径。因此,保险服务既是公司竞争的手段,也是固化保险产品中的一部分。本文以TB寿险甘肃分公司柜面服务为研究对象,立足于工作实践和实地调研,以业务流程再造、服务蓝图、客户体验、激励理论等理论为指导,运用定量分析方法和定性分析方法相结合,来探索提升TB寿险甘肃分公司柜面服务的相关问题。首先,以TB寿险甘肃分公司的柜面服务现状为着手点,对兰州市场十家寿险公司的柜面服务现状进行比较,并对TB寿险甘肃分公司柜员和客户实行现场调查问卷,指出该公司在柜面服务的服务模式、服务大厅配置、激励制度以及监督评价等四个方面存在的问题。其次,以客户体验和客户满意度为出发点,从确立“以客户为中心”的服务目标、建立“体验式、一柜式”柜面服务模式以及从柜面服务改进工作重点出发来阐述TB寿险甘肃分公司柜面服务改进的方向。最后,从业务流程改造、激励机制、建立评价体系、完善客户评价体系、建立客户监督机制和执行效果评估提出优化管理措施。从服务队伍建设、硬件与外观建设、软件与内在建设等角度入手,对TB寿险甘肃分公司柜面进行研究,寻求解决制约问题的办法和途径,提出解决问题的方法,从而提高内外部客户满意度,进一步提升TB寿险甘肃分公司柜面建设,提升客户满意度,促进业务发展。保险公司的柜面服务是保险公司对外的和客户面对面交流的服务窗口,是公司服务形象的集中体现,提升柜面服务就是提高保险公司的核心竞争力,因此,本文将TB寿险甘肃分公司柜面服务提升研究作为研究课题具有及其深远和重要的现实意义。
[Abstract]:With the vigorous development of the insurance market, the products of the insurance companies are gradually homogenized, the competition of the insurance companies has changed from the competition of products to the competition of services, and the customer experience is the core competitiveness to win customers. The key is to create a high-quality insurance service experience for customers. Counter service is a window for insurance companies to communicate with customers face to face, and teller service personnel need to accurately grasp customer intentions, standardize operating procedures, and quickly. Therefore, insurance service is not only a means of competition, but also a part of solidified insurance products. This paper takes the cabinet service of Gansu branch of TB life insurance as the research object, based on the work practice and field investigation, guided by the theories of business process reengineering, service blueprint, customer experience, incentive theory, etc. Using quantitative analysis method and qualitative analysis method to explore the related problems of improving the counter service in Gansu Branch of TB life insurance. First of all, take the current situation of the cabinet service of Gansu branch of TB life insurance as the starting point. This paper compares the current situation of counter service of ten life insurance companies in Lanzhou market, and carries out a questionnaire survey on the teller and customer of TB Life Insurance Gansu Branch, and points out the service mode and service hall configuration of the company in the counter service. Secondly, taking customer experience and customer satisfaction as the starting point, from the establishment of "customer-centered" service objectives, the establishment of "experiential," The first cabinet service mode and the key point of improving the counter service are introduced to explain the direction of the improvement of the counter service in Gansu Branch of TB life insurance. Finally, the evaluation system is established from the aspects of business process transformation, incentive mechanism, and evaluation system. Perfect customer evaluation system, set up customer supervision mechanism and implement effect evaluation, put forward optimized management measures. Start with service team construction, hardware and appearance construction, software and internal construction, etc. This paper studies the counter of Gansu branch of TB life insurance, seeks the method and way to solve the restriction problem, and puts forward the method to solve the problem, so as to improve the satisfaction of internal and external customers, and further promote the cabinet construction of Gansu branch of TB life insurance. Improve customer satisfaction and promote business development. The counter service of insurance company is the service window of the insurance company to communicate face to face with the customer outside, it is the concentrated embodiment of the service image of the company. To enhance the counter service is to improve the core competitiveness of the insurance company, therefore, In this paper, the research on the promotion of counter service in Gansu Branch of TB life insurance has far-reaching and important practical significance.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F842.3

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