The Study On Customer Service System Of Sunshine Life Insurance Qingdao Branch

During the past 30 years since reform and opening up, China’s insurance industry develops rapidly, which has become the world’s fourth largest insurance market, the number of insurance market main bodies is increasing. With the increasingly fierce competition and increasingly prominent issues of product homogeneity, etc. in insurance market, customer service has become an effective method for enterprise competitiveness, on the other hand, with the improvement of people’s living standards, consumers demand for services higher and higher, so that the customer service level and quality have gradually become the core competitiveness of enterprises survival and development.Based on the reference to and comprehensive description of the research status of customer service management system at home and abroad, the author in this paper takes Qingdao Branch of Sunshine Life Insurance as research object, firstly uses PEST analysis method to analyze the macro-environment where Qingdao Branch of Sunshine Life Insurance is, namely political environment, economic environment, social and cultural environment and technical environment and points out that the macro-environment promote the insurance industry to develop positively, but companies need to adjust and improve customer service system according to the environmental changes at the same time. The author also introduces innovative services model of internal environment in the insurance industry, companies should improve customer service system as well as promote business development. Secondly, the author in this paper analyzes organizational structure, business operation situation and status quo of customer service management of Qingdao Branch of Sunshine Life Insurance and finds the problems existing in customer service satisfaction, human resource deployment, job responsibilities, the authenticity of information and after-sales service of Qingdao Branch of Sunshine Life Insurance. Thirdly, on the theoretical basis of total customer satisfaction, establish customer total satisfaction service system for deficiency existing in customer service system of Qingdao Branch of Sunshine Life Insurance and design customer classification, focus point, contact point and service commitments of each position in Customer Service Department. Finally, in order to guarantee the normal operation of total customer satisfaction service system, the author in this paper describes the guarantee strategy for efficient operation of total customer satisfaction system from the perspectives of corporate culture, talents, internet information technology and red yellow blue management.