| INGBOB Life is a joint venture life insurance company, founded in2002, theheadquarters is located in Dalian. INGBOB Life company has7branches now, and it haverun business in Beijing, Tianjin, Dalian, Liaoning, Shandong, Henan and Anhui areas.Today the life insurance competition is increasing greatly in China life market, and thecompetition has been converted from price completion to product competition and then toservice competition. Insurance product is invisible which is different from other products.When customer buy the insurance product from an insurance company, he will get a promiseto be completed in the future. So before the promise is finished, the customer won’t trust orkeep his insurance policy, unless the company can supply the best service to the customers.How to improve the customer satisfaction, and let services to become a enterprise corecompetitive advantage, which is the main problem for INGBOB Life company to solve.Customer satisfaction is a feeling, is formed through a product or service perceivableeffect and the expectations after compared by the formation of the pleasure or disappointedstate; Customer expectations and customer perception is the decisive factor of customersatisfaction. Conduct customer satisfaction management, pay attention to the service details,in control of the customer expectations and management experience of the customer actualeffect.This article from the service organization, the service content and the range, the processof service delivery and performance status of INGBOB life company, analyzes currentservice situation of INGBOB life and point out the existed problems, then combining withcustomer service management related theory to make suggestions. In the overall customerlevel, INGBOB life company will make the foundation of insurance service measures do fine,focus on the service effect and customer satisfaction measure, accomplish truly take thecustomer demand as the guidance, take customer satisfaction as the goal, and constantly toreduce customer for the most basic insurance service needs are not satisfied and produces dissatisfaction. In the VIP customers level, understand their insurance services in the highestlevel of demand, and the specific analysis, develop exclusive service plan and servicesupervision. |
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