The Tk Life Insurance Company In Shandong Branch Customer Service System Optimization Design

The 21stcentury is one that you can surpass others with your service to the customers. Tomake the customers satisfied can make the enterprise invincible in the fierce competition of themodern life insurance market.However, how to improve the service quality and how to establisha customer service system of high efficiency and quality are the problems faced by the lifeinsurance companies.Taking TK Life Insurance Company Shandong Branch(TK LICSB) as the research subjectand the daily needs and questions emerged in the routine into consideration, this thesis tries towork out the solution to the aforementioned problems under the guidance of scientific idea.Firstly, analysis into the customer service situation of the life insurance company is made,pointing out that life insurance, as a special consumable, is different from the service of otherproducts and commodities. And the other problems presented in the customer service of thewhole life insurance industry are showed as well.Secondly, the paper introduces the basic situation of the TK LICSB and points out itsrepresentative position in its field. At the same time, a deep analysis into the customer servicesituation and the service system of the TK LICSB is conducted to point out the problems existedin the customer service system, such as the isolation of service department, the ambiguity ofservice provider, the low quality of the service personnel and so on.Then referring to some advanced foreign cases in service management and the existingtheories an optimized plan is proposed to improve the customer service system of TK LICSB.This plan includes establishing the core value of all-personnel service, a customer service systemfeatured regional marketing team as the main force, the virtual customer service team and atelephone interviews center that actively provides service for the customers. And enhancingemployee satisfaction, introducing advanced auto customer service terminal and providing eliteservice for the VIP customers are also elucidated in the plan.The optimized plan raised in the thesis can effectively settle the existing problems in the TKLICSB and may also shed light on the problems of other life insurance companies. Especially,this paper proposes the plan to interview the customers after service, filling in the blank ofcustomer service in the domestic life insurance companies, which will do good to lift the serviceof the field to a higher level.