Research On XB Securities Customer Service Quality

It is of great significance for the modernization of enterprise management to establish customer relationship oriented by customer demand.Driven by the background of reform and opening up and the introduction of information technology,the securities industry has developed rapidly.The licensing bonus and the customer bonus have become history.The enterprises are increasingly competing for customers.It is the necessary choice for XB securities management transformation,upgrading and high-quality development to comply with customer needs and ensure service quality.Based on the research of XB securities CRM customer relationship management system and customer service center,this paper finds that there are two misunderstandings in the enterprise.One is that the enterprise mistakenly believes that CRM is an effective way to improve customer service quality.In fact,CRM,as a customer relationship management system,has great limitations in the formation of service quality;the other is that the customer service center plays a key role in customer service quality management In practice,the nominal role of customer service center in customer service management is greater than the actual role.It is pointed out that customer demand is an uncontrollable factor in an enterprise,and there are many dynamic demands that should be identified and confirmed in the customers' changing uninhibited preferences.The satisfaction of these demands has a decisive impact on the expected service quality of an enterprise,and the formation of customer service quality is a complex multi perspective,multi factor,multi department collaborative process.This paper discusses the factors of customer service quality,such as CRM application,customer service center operation,customer data processing,online and offline market cooperation,investor education,personnel service quality,enterprise brand building and enterprise culture accumulation,analyzes the typical successful cases of department cooperation in XB securities customer service,and on this basis,explores the comprehensive improvement of XB securities customer service quality Implementation strategy.The charm of the swindler lies in creating the illusion of satisfying the needs of the cheater.This paper is mainly based on the customer demand.The measurement standard of high quality customer service is the degree of dynamic approach to customer demand.The quality improvement of customer service is to listen to customer demand with sincerity,meet customer demand with active behavior,organize service activities with modern management theory,and establish a practical and effective innovative customer service system.In this paper,by sorting out the existing problems of XB securities customer service,combining with the management theory,starting from the actual situation of the enterprise to study the methods and measures to solve the problems,to promote the development of the enterprise,and to provide a certain reference for the optimization of customer service of the same type of securities companies.