本文選題：財產(chǎn)保險　切入點：服務(wù)提升　出處：《電子科技大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：當(dāng)今世界,保險業(yè)的同質(zhì)化競爭越來越嚴重,傳統(tǒng)產(chǎn)品的價格優(yōu)勢在逐漸降低,保險公司作為一個咨詢服務(wù)類的金融產(chǎn)業(yè),服務(wù)作為重中之重已經(jīng)被放在了任何企業(yè)的首要位置。優(yōu)質(zhì)的服務(wù)能更好的滿足客戶的需求,促進客戶對保險公司形象有所改觀、有所信任,從而提高客戶的忠誠度,最終更好地滿足了客戶的需要,就此也更好的實現(xiàn)了保險公司的社會價值。同時,客戶觀念的改變能使得保險公司提高續(xù)保率且增加新保單。所以,想要達到客戶滿意且企業(yè)盈利的雙贏策略,只能是靠企業(yè)優(yōu)質(zhì)的服務(wù)。服務(wù)水平是否能夠使客戶滿意,關(guān)系到保險公司的發(fā)展與進步,關(guān)系到整個保險行業(yè)的信譽與水準(zhǔn)。因此,加強保險公司客戶服務(wù)質(zhì)量管理水平變得非常重要。一個令客戶滿意的公司,它和客戶的關(guān)系絕不單只建立在產(chǎn)品上,一個只會做好產(chǎn)品的企業(yè)不是好企業(yè)。伴隨著科技水平的提升,保險企業(yè)服務(wù)水平也需要相應(yīng)的提高,保險服務(wù)的內(nèi)涵也需要更加豐富,保險服務(wù)產(chǎn)品更需要涌現(xiàn)出新穎的特性。保險公司想在競爭中立于不敗之地,務(wù)必樹立保險服務(wù)至上的營銷觀念。因此,保險公司要想提高其服務(wù)質(zhì)量,樹立服務(wù)至上的營銷觀念是至關(guān)重要的。研究主要采用了文獻調(diào)查法、經(jīng)驗總結(jié)法等,首先介紹了研究背景、研究內(nèi)容、研究意義以及國內(nèi)外研究現(xiàn)狀,接著介紹了GS財險公司的基本情況,分析GS財險公司服務(wù)管理現(xiàn)狀,包括其財險公司服務(wù)體系及模式,有服務(wù)戰(zhàn)略、服務(wù)策略、服務(wù)流程、服務(wù)標(biāo)準(zhǔn)、服務(wù)人員等等,指出了GS財險公司服務(wù)管理中存在的問題與原因,包括服務(wù)流程繁瑣、服務(wù)時效較低、客戶關(guān)系不完善缺乏分級管理、從業(yè)人員專業(yè)技能缺乏及素養(yǎng)問題以及服務(wù)流程不完善。針對這些問題,提出GS財險公司服務(wù)管理的提升設(shè)計,如構(gòu)建服務(wù)體系與服務(wù)文化、服務(wù)流程改進與實施方案,包括服務(wù)流程改進、時效考核制度調(diào)整、客戶分級管理制度及分級考核制度、技能培訓(xùn)及誠信管理、主動性服務(wù)監(jiān)管方案。構(gòu)建服務(wù)管理實施保障,要進行服務(wù)平臺保障、服務(wù)質(zhì)量保障、組織結(jié)構(gòu)保障、人員配置保障等,最后進行總結(jié)和展望。
[Abstract]:In today's world, the homogeneous competition of the insurance industry is becoming more and more serious, and the price advantages of traditional products are gradually decreasing. Insurance companies are regarded as a financial industry of consulting services. Service as the top priority has been placed in the first place of any enterprise. High quality service can better meet the needs of customers, promote customers to improve the image of the insurance company, some trust, thereby enhancing customer loyalty, In the end, the customer needs are better met, and the social value of the insurance company is better realized. At the same time, the change of customer concept can make the insurance company increase the renewal rate and increase the new insurance policy. The win-win strategy to achieve customer satisfaction and enterprise profit can only depend on the excellent service of the enterprise. Whether the service level can satisfy the customer is related to the development and progress of the insurance company. Therefore, it is very important to strengthen the quality management of customer service of insurance companies. A company satisfied with customers, its relationship with customers is not only based on products, An enterprise that can only make good products is not a good enterprise. With the improvement of science and technology, the service level of insurance enterprises also needs to be improved accordingly, and the connotation of insurance services also needs to be enriched. Insurance service products need to emerge new characteristics. If insurance companies want to be invincible in the competition, they must establish the marketing concept that insurance services are paramount. Therefore, insurance companies want to improve the quality of their services. It is very important to establish the concept of service-oriented marketing. The research mainly adopts literature survey method, experience summary method and so on. First of all, it introduces the research background, research content, research significance and the current research situation at home and abroad. Then introduced the GS property insurance company's basic situation, analyzed the GS property insurance company service management present situation, including its property insurance company service system and the pattern, has the service strategy, the service strategy, the service flow, the service standard, the service personnel and so on, The problems and reasons in service management of GS property insurance company are pointed out, including complicated service flow, low service limitation, imperfect customer relationship and lack of hierarchical management. In view of these problems, the improvement design of GS property insurance company service management, such as constructing service system and service culture, service process improvement and implementation plan, is put forward. Including the improvement of service flow, adjustment of limitation assessment system, customer grading management system and grading assessment system, skill training and integrity management, initiative service supervision scheme, construction of service management implementation protection, service platform protection, Service quality assurance, organizational structure guarantee, staffing guarantee, etc.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F842.3;F274

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