Industrial And Commercial Bank Of China Credit Card Customer Service Management

With economic globalization and financial internationalization of China's economic and financial situation of the historical changes, the domestic banking industry is facing unprecedented opportunities and challenges. In this environment, the financial increasingly fierce competition in the industry, in order to better survive in the market and enhance its core competitiveness, commercial banks have to enhance customer service management. The essence of market competition, service competition, the only way to adapt to the environment and maximize the bank to meet customer needs to win in the competition. Therefore, customer service management to become the focus of commercial banks.Customer service management, real is to ask commercial banks to service requirements as an innovative development of the basic driving force, through Tigong service deepening and lateral longitudinal extension, and effectively improve customer service quality, Shi Xian customer Efficient Mining and use of resources. Only customer-focused, comprehensive customer service to enhance the quality and service efficiency, improve customer satisfaction and loyalty, and constantly strive for more customers are banks in the competition to win key. Thus, the commercial banks to maintain customer service management is a customer basis for sustained profitability is the protection of great significance.As the first professional set up bank card business institutions of ICBC Peony Card Center, in order to keep pace with this development trend of the banking industry and a leading position in more need of a comprehensive upgrade service capabilities, strengthening the perfect service system, and explore the customer service management, Industrial and Commercial Bank of China to raise brand awareness and reputation, Industrial and Commercial Bank of China to maintain a good image and reputation, and create endless business opportunities.Industrial and Commercial Bank of China credit card customer service management services, currently there are old-fashioned, low level of service, service examination system is not perfect and so on, have not been able to achieve the desired results.The main reason the above problems arise is a misunderstanding of customer service management, enterprise management personnel pay enough attention, customer information collection, integration and so difficult. To solve the above problem, the credit card customer service through knowledge and understanding of management theory as well as on the Industrial and Commercial Bank of China customer service management, sort out and analyze the domestic and mature research results into practice work, respectively, from the service model innovation, service improvement arid service quality management evaluation system put forward the establishment of optimal measures apply to Industrial and Commercial Bank of China to establish a customer service management.