DB Securities Business Department Of Shenyang Customer Service Management Research

This article mainly studies the current situation of brokerage business in stock company, especially in the basic level-the status quo of customer service in Shenyang sales department. The problems of brokerage business at the present stage have been found through the analysis and arrangement of current situation, especially the current problems faced by stock exchange in brokerage business. Having identified the problems, the customer service system has been set up from the section of customer service by the theory of customer service management, customer relationship management and service marketing. Furthermore, the establishment of customer service system can solve the problems of brokerage business, especially the issues faced by the sales department so as to make break though under the transformation trend of of securities business. Meanwhile, the integration of the service brand products and business innovation and investment advisor system to the customer service system will surely be more influential.The article expounds the securities brokerage business by introducing the present situation of securities brokerage business as well as DB securities and its sales department in Shenyang. Meanwhile, the actual investigation, data statistics and information collection of DB securities and its sales department in Shenyang are carried out. The results have been analyzed and studied by the theories of service management, customer relationship management, service marketing with the method of literature research and empirical approach. As a result, problems faced by brokerage business have been found out:homogenization competition, insufficiency of service consciousness, the restricted innovation in small and medium-sized brokerages business and lack of alienation of production service. Customer service system is established through the analysis. And then, the corresponding problems could be solved by brand improvement, introduction of financial management and better the investment consultant system.The innovation of the article can be reflected in three aspects:1. Highlight the effect of middle court in service system2. Add new profit growth point by introducing the concept and content of financial management in brokerage business.3. Identify the role and working direction of investment counselor in the customer service system. The integration of investment consultant into the service system by reconstruction and improvement of service system as well as play a role in service system by using the weapon of financial management under the trend of transformation in order to comply with the development direction of the capital so that find a development path of brokerage business in small and midcap brokerage.