The Study On Customer Service System Of Sunshine Property Insurance Heilongjiang Branch

Through the30years of reform and opening up, China’s insurance industry hasdeveloped from weak to strong and made obvious performance.But with the rapid businessgrowth and the intensification of market competition, as well as the increasing awareness ofinsurance consumers,“Claims of” problems and “Homogeneity products service” problemshave become more and more prominent. The quality and level of customer service havealready been the key factors determining the development of insurance industry and survivalof companies.By basing on the comprehensive analysis of domestic and international customer serviceresearch, the paper introduces the basic framework of Sunshine Property InsuranceHeilongjiang Branch firstly, and sums up problems such as imperfection of cusutomer servicemanagement system, confusion of claim procedure and lowquality of Customer ServicePersonnel through the analysis of company business and customer service situation in recentyears. Secondly, the paper analyzes the internal and external environment. On the one hand,by using “PEST” method to evaluate the external environment from the aspects of policy,economy, technology, same industry, the paper points out that although the domestic orprovincial external environment is getting better, some uncertainties still exist. On the otherhand, in order to improve the internal environment, some companies have already innovatedmeasures to facilitate customers and promote business development.Thirdly, combined withthe development trend of customer service industry, the paper designs the customer servicemanagement system of Sunshine Property Insurance Heilongjiang Branch according to itsshortcomings, and specifies organizational structure, post setting, job responsibilities in orderto construct the classification of responsibilities for the customer service management system.Furthermore, recommends to use “Balanced Scorecard” as the performance evaluationmethods. Finally, in order to guarantee the normal operation of customer service managementsystem, from the standpoints of talent strategy, staff training, complaint channel optimizationand cultural soft power construction, the paper analyzes and designs the protection strategieswhich supports the efficient operation of customer service management system.