Research On Customer Service Improvement Of M Securities Company

The securities industry in China started in December 1990,after 26 years of development,has become increasingly mature.At present,the financial internationalization,the investor base is matured,the information network of the new situation,make the securities industry in our country is faced with fierce competition,especially the commission price war for the competition between brokers,encountered unprecedented challenges.By 2016,the domestic brokerage amounted to 129,the national sales amount to more than six thousand,brokers increasingly fierce battle between customers,customer service become the core elements of the securities firm competition.M securities company as the fastest-growing in recent years,one of the largest increase in the number of customer broker,customer service levels are far behind the development of mature big brokerages.This article through to the securities industry both at home and abroad and the high quality of the securities company and the analysis of the current situation of the development of China' s securities industry customer service and experience,combined with the current situation analysis and research of M securities company itself,improve customer service quality for M company provide theoretical guidance.Through research and analysis,the excavation of the M a securities company customer service problems,to explore the causes,for M securities companies to improve and perfect customer service system,improve service quality in the way that provides reference.Customer service is to support the enterprise' s core products and services,is a customer oriented values.Based on M securities companies,comprehensive analysis and exploration M securities company customer service:customer value failed to fully dig and service team manpower is not enough,homogeneity,lack of internal coordination,customer service and the low degree of marketing combination,customer single package allocation problem.According to the existing M securities firms exist deficiency,the author provides the methods to improve and perfect measures.First of all,the overall strategic planning customer service;Then,from the customer service system,customer segmentation,team construction,personnel quality,etc,to improve and perfect customer service.Through analysis the author hope to M securities company customer service and to a substantial role,improve the quality of customer.service,improve customer satisfaction and loyalty,and ultimately from the current products as the center to take the customer as the center of customer service management system transformation of comprehensive wealth management,create value for customers,create profits for the company...