Customer Complaint Management Of B Branch Of K Bank Based On Customer Service Work Order Analysis

Banks are typical representatives of the service industry.In recent years,with the gradual improvement of the general public’s living standards,banking institutions have been pushing out new smart machines,which have changed many consumers’ perceptions and habits.Therefore,the deviation of service understanding,the service people’ own quality,and the smooth operation of the service system may be important factors triggering customer complaints.As the leading party of the financial system,it is the responsibility of banks to trace,solve and quell customer complaints.The level of customer complaint management is an important indicator of a bank’s service level and service quality,and is one of the important links affecting commercial banks’ profit creation.On the basis of dealing with customer service complaints,forming a systematic customer service complaint management system is an essential task to improve service quality and enhance the ability to serve customers,and it is of great significance to increase the satisfaction and loyalty of the bank’s general customers.Banks need to make reasonable use of the mechanism of customer complaints,find their own shortcomings from the spectator’s point of view,standardize the process of identifying and handling customer complaints.This paper starts from the universal research in the banking industry,and based on the analysis of theories and related concepts about customer complaints,a state-owned commercial bank,Bank K,Branch B,is selected as the research object.Based on the new regulations of the Banking and Insurance Regulatory Commission’s "Administrative Measures for Handling Consumer Complaints in the Banking and Insurance Industry",this paper first defines how to define effective customer complaints,and based on the analysis of statistical data of customer service work orders over a period of time,the research summarizes the current K Bank B,based on the analysis of statistical data of customer service work orders over a period of time,summarizes the existing achievements and shortcomings in the construction,operational implementation,and retroactive rectification of the system related to customer complaints,and summarizes the construction of the overall institutional mechanism for customer complaint management.Finally,we propose feasible suggestions on the experiences and problems found in the above study.At the same time,with reference to the advanced experience of other commercial banks,we propose targeted solutions and strategies on how to further improve customer complaint management in state-owned commercial banks.Next,we discuss how to ensure the effective implementation of the customer complaint management system from the perspectives of internal supervision of financial institutions,external supervision and third-party mediation agencies,so as to improve the core competitiveness of state-owned commercial banks and the level of customer complaint management.