Study On Improving The Service Quality Of G Bank's Credit Card Customer Service Center

The customer service center,as a window for daily communication with customers and providing services,has gradually become the main platform for collecting customer opinions and promoting customer experience with the strengthening of company customer-oriented consciousness.Customer experience determines customer satisfaction,and customer satisfaction can effectively reflect the customer experience.Therefore,through the analysis of customer satisfaction survey data,we can effectively find out the problems that appear in the current customer service of the company and optimize them,so as to improve customer satisfaction and loyalty,strengthen customer experience and enhance the competitiveness of enterprises.This thesis conducts an in-depth study of the customer service satisfaction of G Bank's credit card customer service center.Firstly,the related theories of customer satisfaction,customer experience and service quality are introduced,at the same time,the company profile and development strategy are introduced.Since then,based on the customer contact theory of the call center industry and customer satisfaction theory,this thesis has conducted a satisfaction survey of G Bank's credit card customer service center,based on the in-depth analysis of the survey results,it is found that there are three main problems in the company's customer service: system technology,business processes,quality assessment standards and training.Finally,according to the problems resulting from the analysis,through the system optimization,process simplification,adjustment of quality assessment standards,and the establishment of a training system,the satisfaction and improvement of the G Bank's credit card customer service center was optimized.This thesis can help improve the customer satisfaction of G Bank's credit card customer service center,and can provide references for improving customer satisfaction in related industries.