Bank Of China In SM County Branch Customer Service System Optimization

Customer service management has become one of the core strategy of the bank and customer resources become an enterprise crucial "external assets".In the market by "product oriented" to the "user guide" and then to the "service oriented",in the process of bank through to provide satisfactory customer service,continuously improve customer relationship management,and enhance the core competitiveness of the bank.How to provide differentiated services,according to the characteristics of the customer,improve and optimize customer service management system becomes an important topic.Based on the relevant theories of bank customer service system,the commercial bank service development course,the banking industry development under the new normal characteristics and service system is discussed on the basis of the change trend,the shenmu county branch bank of China customer service system,modules,the content of the construction and service satisfaction survey analysis,conclude that the bank of China,the problems existing in the shenmu county branch customer service system include: customer service ability to ascend,needs to improve customer service team construction,customer service management internal communication and customer analysis work is not in place.The cause of the problems mainly include: customer service concept and lack of strategy,customer value judgment and service configuration is not reasonable and human resource management mechanism is not sound.Based on the existing problems,the bank of China,shenmu county branch service system optimization measures.Mainly includes: improving customer service capability,establish high-quality professional talent team evaluation and segmentation,strengthen customer service,improve customer relationship management information system,improve the human resource optimize configuration,and strengthening the construction of bank of wisdom.