Study On Customer Service Center For Female HRM Of CCB In Lanzhou

In modern commercial society, whether the enterprise is success or failure is due to the quality of service is good or not. As the service object of the clients, customers have played more important role, at present many of our enterprises all advocate service concepts such as "take customer as center", "customer is god", the purpose is so simple that we should offer better service to maintain more customers, at the same time, we can create more profits. Service is intangible, invisible, it is difficult to measure the value of the service by itself, it is useful to provide the methods to solve the problems and improve customers’ satisfaction. Service’s characteristics like continuity, professionalism and dematerialization determine that the enterprises have to set a specific department to do specialized management, so after reaching a certain scale, the enterprises often set up customer service center for a specific customer service.CCB is considered as a carrier of the customer service, and customer service center plays more and more important role in economic development, there is a gender disparity in customer service center, women accounted for more than 80% in it. Study on custom service center for female HRM will make a great influence in future. For a long time, no matter the female career or employment of female has their own professional characteristics, such as marriage,childbearing and education factors, economic factors, career development will impact on women.These factors in the customer service center management are more prominent. Facing women unique demand characteristic and the multiple roles in social and economic life, to research the dimension of gender is very urgent.In this paper, as the CCB customer service center in Lanzhou for sample, around the prominent problems in customer service center like limited long-term incentive effect, severe staff turnover, lack of measures of the management. Seek the causes from theory and practice,and put forward corresponding solutions. Finally we will make a set of combined with the characteristics of female employees in human resource management path, hoping it will provide corresponding measures to the management of CCB customer service center.