The Research Of Customer Service Management For Chinese-invested Insurance Companies

With the access into WTO, China's insurance industry opening to the outside world obviously makes great advances,and foreign-invested insurance companies also flag their way to Chinese market.The competitive environment dancing with "wolves" forces Chinese-invested counterparts to adjust their strategies. And to improve the level of customer service management has become one of the competitive majors.To begin with this article, it states the importance of improving the level of customer service management for insurance companies in China from the angle of competitive power, and then introduces their current operating situation to analyze the main problems from two sides of the coin objectively.Among these problems, the system of establishing honesty and credibility , the system of customer service, the institution of customer service management, customer relationship management are the most important parts that Chinese-invested insurance companies must solve.Each question involves both internal and external reasons of insurance firms, and their effects not only have brought negative influences to customers, but also to the stability of the whole society and so on. Secondly, the statement of the experience of customer service management in Foreign-invested insurance companies includes the ways they use when they meet the same problems and the analysis of their advantages and weaknesses.Last but on the least, based on utilization of advanced experience and the comparison between insurance firms in China and the west, this article proposes a series of principles that Chinese-invested insurance companies should follow when problems come out, aiming at customer service management.On the basis of these principles, it indicates four measures Chinese-invested insurance companies must take:the establishment of honesty and credibility system about Chinese insurance industry; setting up effective and efficient system of customer service; consummating the institution of customer service management and constructing service rating and appraisal; exerting the positive effects of customer relationship management to enhance the level of customer service management. This thesis is useful as reference for bettering competitive power of Chinese-invested insurance companies. It also finds feasible ways for improving the level of customer service management for Chinese insurance industry.