Research On The Construction Of Customer Service Mode Of A Insurance Company

At present,the insurance industry is an industry for many customers to provide high value-added services,which determines that the industry is highly customer-oriented industry.The competition in this industry has changed from the traditional simple price competition to the multiple service value competition.At present,the domestic life insurance industry is still in the growing stage,the phenomenon of product homogeneity in the life insurance market is more serious,and the phenomenon of unified customer service is relatively common.The insurance industry supply side structural reforms,is to represent the general trend,the situation dictates.The insurance industry belongs to the service industry,low entry barriers,leading the entire industry belongs to the extensive development in a long period of time,the market demand structure changes,consumers have to live from the "quantity" needs to "quality of life"the change of demand,this demand forced the insurance industry into the service innovation,to find the difference of the road of reform.In addition,the customer service link in the insurance industry is very important,people do not need standardized service,standardized service,and more willing to receive different treatment with other consumers.Therefore,the insurance company can take advantage of this opportunity,in the process of providing continuous service to the demand of the consumer and the diversity of various factors,it embodies differentiation and individuality,so as to be transformed into one of the competitive advantages of the company.First of all,this paper reviews the development of insurance industry in China market in the past 20 years,and gradually changes from the growing period to the mature stage,and the business model gradually eliminates the extensive operation,customer service as the link between the customer and the company.It has gradually become one of the core competitiveness of insurance companies.Secondly,through the analysis of service channels,service flow,service quality evaluation and service remedial measures in the past service mode of A insurance company,we can find out the existing problems.Carry on the questionnaire survey to the customer service mode demand,and according to the customer service demand,put forward and construct the customer service mode of "double line move together";Double-line "customer service mode in the future to explore the direction of development." The application of"two-line joint action" customer service mode is to develop "online customer service"and "offline customer service" aiming at different customer groups and different service items at the same time,so that customers can choose their own service mode according to their needs.The research in this paper can help A insurance company to solve the problems of single customer service channel,high service cost,long waiting time of customer service,difficult measurement of customer service quality and missing of customer service remedy.Through the construction of the customer service mode of "double lines moving together",in the future platform resources integration,the application of customer service big data and the development direction of counter personnel to make advance judgment,improve the quality of customer service in an all-round way.To meet the customer service needs of different customer groups and effectively improve the market competitiveness of insurance company A has certain guiding significance.