PA数科客服中心服务质量提升研究

发布时间：2018-09-06 13:20

【摘要】：2006年中国保险市场的全面开放,为中国保险业的发展带来巨大机遇和挑战,并促使中国保险业全面发展和升级。随着保险市场竞争的日益激烈,“服务是影响顾客购买的关键因素”、“服务是降低经营成本的有效途径”已经成为很多企业尤其是金融服务型企业的一种共识。本文以PA数科客服门店作为研究对象,立足于实际现场调研和工作经验,以服务运营管理理论为指导,运用定性分析和定量分析相结合的方法,探索提升客服门店服务满意度的问题。首先,搭建了PA客服门店运营服务管理的分析框架,指出该单位在服务流程、员工激励、客户排定等候、和柜面环境设施、改善业务流程五个方面存在问题。其次,以围绕客户为中心为出发点,从柜面的员工管理、柜面环境、业务流程等角度,分析服务不标准、客户排定等候时间长、员工考评系统不完善等问题及产生的原因。最后,提出优化柜面服务管理措施,制定标准柜面内务管理手册；制定柜面员工激励方案；制定以客户体验为出发点的客户接触点规范流程。使柜面管理从人治走向法制,从粗放式管理走向精细化运作的管理模式。客服中心柜面作为服务窗口,是公司的品牌及形象代言入,做好柜面服务工作是增强企业竞争力的重要条件。因此,本文关于客服中心柜面运营服务提升管理作为研讨课题具有十分重要的意义。
[Abstract]:The opening of China's insurance market in 2006 brings great opportunities and challenges to the development of the Chinese insurance industry and promotes the overall development and upgrading of the Chinese insurance industry. With the increasingly fierce competition in the insurance market, "service is the key factor affecting customer purchase" and "service is an effective way to reduce operating costs" has become a common understanding of many enterprises, especially financial service enterprises. This article takes the PA department customer service store as the research object, based on the actual field investigation and work experience, takes the service operation management theory as the instruction, uses the qualitative analysis and the quantitative analysis unifies the method, Explore how to improve customer service satisfaction. First of all, the analysis framework of PA customer service store operation service management is set up. It points out that the unit has problems in five aspects: service flow, employee motivation, customer waiting schedule, cabinet environmental facilities, and improvement of business process. Secondly, from the point of view of employee management, cabinet environment, business process and so on, the paper analyzes the problems of service substandard, long waiting time for customers, imperfect staff appraisal system and so on. Finally, the paper puts forward the measures to optimize the counter service management, makes the standard cabinet internal affairs management manual, formulates the cabinet employee incentive plan, and formulates the customer contact point standard flow based on the customer experience. Make cabinet management from the rule of man to the rule of law, from extensive management to fine operation of the management model. As the service window, the customer service center cabinet is the brand and image of the company. It is an important condition to strengthen the competitiveness of enterprises to do a good job of counter service. Therefore, this paper about the customer service center counter operation service promotion management as the research topic has the very important 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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