G银行信用卡客户服务中心服务质量提升研究

发布时间：2020-12-11 01:45

　　随着企业客户导向意识的加强,作为日常与客户沟通并提供服务的窗口—客户服务中心的地位越来越高,并逐步成为收集客户心声,促进客户体验的主要平台。客户体验决定客户满意度,而客户满意度又能有效反应客户体验情况。因此,通过客户满意度调研数据分析,能够有效发现企业目前客户服务中所出现的问题并进行优化,以此提高客户满意度和忠诚度,加强客户体验,提升企业竞争力。本文针对G银行信用卡客户服务中心的客户服务满意度进行了深入研究。首先介绍了客户满意度,客户体验和服务质量的相关理论,同时对公司概况,发展战略情况进行了介绍。此后,基于呼叫中心行业客户触点和客户满意度理论,本文对G银行信用卡客户服务中心的客户服务满意度进行了问卷设计和调研,并根据调研结果深入分析得出目前公司客户服务中主要存在系统技术、业务流程、质量考核标准和培训三个方面的问题。最后,根据分析所得出的问题,通过系统优化、流程简化、调整质量考核标准和搭建培训体系等方案,对G银行信用卡客服中心满意度进行提升优化。本文可以实践帮助提升G银行信用卡客户服务中心客户满意度,并可对相关行业提升客户满意度提供借鉴与参考。 

【文章来源】：广东外语外贸大学广东省

【文章页数】：76 页

【学位级别】：硕士

【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
1 INTRODUCTION
    1.1 Research Background
    1.2 Research Objective
    1.3 Methodology
        1.3.1 Literature
        1.3.2 Questionnaire
        1.3.3 Data Analysis
    1.4 Research Structure
2 LITERATURE REVIEW
    2.1 Customer Satisfaction
    2.2 Quality of Service
    2.3 Customer Service
        2.3.1 Customer Service Management
        2.3.2 Customer Relationship Management
    2.4 Summary
3 CASE DESCRIPTION
    3.1 Company Introduction
        3.1.1 Credit Card Center Introduction
        3.1.2 Customer Service Center Introduction
    3.2 Current Strategy Introduction
        3.2.1 Customer Supremacy
        3.2.2 Collective First
        3.2.3 Employee Development
        3.2.4 Fairness and Justice
4 PROBELM ANALYSIS
    4.1 The Design of Customer Satisfaction Questionnaire
        4.1.1 Questionnaire Form Design
        4.1.2 Questionnaire Content Design
    4.2 The Distribution and Collection of Questionnaires
        4.2.1 Questionnaire Distribution and Basic Statistics
        4.2.2 Questionnaire Result
    4.3 System Issues
        4.3.1 Cumbersome Interactive Voice Response
        4.3.2 Unintelligent Customer Service System
    4.4 Business Process Issues
        4.4.1 Lower Business Acceptance Authority
        4.4.2 Unreasonable Business Process Design
        4.4.3 Strict Market Activities Conditions
    4.5 Quality Assessment and Training Issues
        4.5.1 Unobvious Service Orientation
        4.5.2 Incomplete Training Mechanism
5 SUGGESTIONS
    5.1 System Optimization
        5.1.1 Benchmark the Industry,Reduce Interactive Voice Response Menu depth
        5.1.2 Develop Intelligent Customer Service System,Increase Channel Collaboration
    5.2 Business Process Optimization
        5.2.1 Open Business Authority,Prepend Business Progress
        5.2.2 Establish Service Improvement Team,Improve the Business Experience
    5.3 Quality Assessment and Training Optimization
        5.3.1 Simplify Quality Assessment Standards,Strengthen Service Orientation
        5.3.2 Create a Cultural Atmosphere,Enhance Service Awareness
        5.3.3 Optimize Training Mechanism,Reinforce Talent Echelon Construction
6 CONCLUDING REMARKS
    6.1 Conclusions
    6.2 Implications
    6.3 Limitations
REFERENCE



本文编号：2909676