Study On Customer Service Improvement Of PICC Lanzhou Branch

With the gradual opening of the domestic insurance market, the insurance industry has entered a critical period of competition. As the insurance regulatory authorities supervision is increasing, the operation of insurance companies has gradually return to rational, the customer services became subject to the primary means of competing.The Lanzhou branch of PICC as the largest property insurance company in Lanzhou insurance market, today have to face the other twelve peers' fierce market competition, its market share has been declining.The main reason for this situation is that it is born out of the state-owned enterprises, in addition to the management system of PICC Lanzhou branch lagging behind others and its product structure is irrational, a serious brain drain, and many other factors, its customer service is in low efficiency, service means is in lack of innovation, service system is not perfect, and many other services factors have seriously hampered the development of its business. Lanzhou branch of PICC service capabilities has become a short board of its development.This article is based on the customer service comparison of several large insurance company in Lanzhou through detailed qualitative and quantitative analysis,with "service value and service guarantee" model, This article will propose detailed measures to improve PICC Lanzhou Branch's customer service and the assurance system to implement it.At last this paper has practical significance to improve customer service levels of PICC Lanzhou branch,and also has general reference on other insurance company in customer service.