Research On Management Improving Of Customer Complaint In Quanzhou PICC

With the substantially increasing number of insurance enterprises,the differences between price and product are smaller and smaller,which leads to an increasingly severe trend in all aspects of the insurance industry,especially the service competition.How to adopt effective customer complaint management mode,constantly improve product and service quality,so as to reduce customer loss rate and strengthen customer loyalty is a subject that must be faced by insurance service industry such as picc property insurance.This dissertation mainly studies from the following three aspects.First,the characteristics and management status of Quanzhou PICC complaints were studied.To understand the characteristics of customer complaint management in quanzhou from the aspects of organization and guarantee,management process,rules and regulations,etc.Second,in-depth analysis of customer complaints management problems of Quanzhou PICC,and build a complaint management model.On the basis of theoretical research and real data within the company,five indicators in customer complaint management were obtained,which were used as the basis for the design of complaint satisfaction questionnaire.Then,by analyzing the situation of these five indicators in the complaint management process of Quanzhou PICC and combining with internal data,the accuracy of the survey was verified,and the main problems of customer complaint management were concluded.Thirdly,use the established model to analyze and propose the targeted complaint management optimization scheme.It is the theoretical significance of this paper to find out the existing problems of complaint management and obtain the key factors that restrict the construction of complaint management through problem analysis,and then put forward Suggestions for improvement and provide enterprises with the optimal strategy of complaint management.The practical significance is to extract and analyze common problems of complaint management by combining internal complaint data of Quanzhou PICC with external research data.Then,the complaint management model is used to clarify the weight of each complaint management element,and to propose management optimization Suggestions for the main problems.This paper systematically analyzed and studied five indicators related to complaint satisfaction: product level,service motivation,circulation channel,compensation mechanism and principle of respect.By analyzing the satisfaction of marketing,underwriting and settling the claims of Quanzhou PICC it can be concluded that the product level is unstable.Through the survey of the satisfaction data of the main external service Windows of Quanzhou PICC,such as the business hall,the customer service hotline of 95518,the electronic channel and the inspection and determination team,it is concluded that there is a lack of service motivation and attitude.Through the regression analysis of the existing complaint management mechanism and organizational guarantee,it is concluded that the customer complaint circulation channel is not free.Through in-depth observation of the compensation process,process defects are found and improvement plans are proposed.