Z Securities Company S Business Department Customer Service Management Case Study

China's securities service industry is facing the challenges of intensifying marketcompetition,breaking industry monopolies and entering into foreign securities firms,due to the fierce market competition,customers are gradually taking the leading role in the social economy.How to provide customers with more high-end system services and more professional financial advice,solve a series of investment and financing problems at personal and corporate level for customers,to further develop and consolidate this long-term relationship with customers,it has gradually become the focus of competition in the securities service industry.Successful implementation of customer service management is a good weapon to achieve the leading role in this competitive relationship.Through the improvement and implementation of customer service management,providing targeted services to customers,it is an important measure to improve the core competitiveness of securities companies.Z securities company S business department is a branch of a state-owned financial company approved by the regulatory authorities.It mainly deals with securities brokerage,margin financing,securities investment consultation,securities investment fund sales,securities self-management and financial advisers related to securities trading and securities investment activities.In order to win customers with better service,in order to improve the competitiveness of enterprises in the securities industry,through strengthening the management of customer service,solve the problems existing in the management of customer service,to improve the level of customer service management and economic benefits.This thesis analyzes the current situation of Z securities S business department customer service management,to analyze the problems existing in the customer service management of department,it is found that there is a lack of pertinence in customer service management in Z securities S business department,customer information management is not in place,tedious business process leads to customer dissatisfaction,excessively debate leads to the loss of core customers.It is necessary to formulate solutions to the problems existing in the management of department.Through the analysis of the cause department customer service management problem,developed the strategy of customer service management of department,to help Z securities S business department to enhance customer service management level.