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I. Importance of service quality in the insurance industry

The insurance industry is a typical service industry, and the professionalism, intangibility, long-term nature of insurance services as well as the shotty nature of claims services require insurance companies to pay more attention to service quality and fulfill service commitments. As a new industry and sunrise industry, the insurance industry, in the critical period of reform and transformation, how to enhance customer service capabilities, improve service quality, and continue to enhance customer satisfaction, more highlights its importance.

Two, the basic units of the implementation of service standards are not in place usually exists for two reasons:

1, the basic units have not set up a specialized service control department, the implementation of service standards are not a specific department to implement the implementation of the lack of long-term and effective implementation;

2, the basic units of the service control measures for the staff of the service incentives and constraints are limited, the service has not caused the attention of employees at all levels. The service has not attracted the attention of employees at all levels. Therefore, it is necessary to build a service management system and strengthen the responsibility assessment.

Three measures to improve insurance services

1, improve the operational process, to realize the service process of time.

Implementation of internal service commitment system. To fully implement the time-sensitive management of services, optimize the operational process, strengthen the technical support, simplify the approval procedures, clarify the time frame for work, the implementation of internal service commitments.

2, strengthen the staff service awareness, improve customer service quality

One is to study the test to know the norms. Make full use of the service conference, morning and evening meetings and other time to strengthen the learning of civilized service standards. Second, the training competition to master the norms. Developed annual, quarterly and monthly service etiquette, service skills training program; regularly carry out business skills competition, the content of the competition contains service etiquette image display, business operation skills. Third, the inspection and notification of curing norms. Through service conferences, briefings and other forms of analysis of the results of the inspection notification, rewarding and punishing the poor. Fourth, the competition competition to establish a typical. Carry out service star evaluation activities, branch company daily selection, branch company selection by week, municipal companies by month, quarterly selection, in the provincial branch to carry out service star experience sharing activities, to establish excellent service typical.

3. Strengthen the service quality inspection and realize the normalization of service assessment.

One is to take customer satisfaction as the core, establish and improve the service evaluation index system, and realize the evaluation system combining quantitative evaluation and qualitative evaluation, foreground evaluation and backstage evaluation, internal evaluation and external evaluation. The second is to take the service effectiveness assessment as the key, increase the weight of service assessment, and establish an assessment system that horizontally assesses each product line, sales department, customer service department, claims department and other departments, and vertically assesses branches at all levels. Third, the service reward and punishment system is a guarantee. The results of the service assessment are linked to the KPI indicators of the subject of the assessment and the appraisal of excellence.

4. Strengthen the sense of active service, reflecting the humanized service.

Instill active service consciousness in all employees, and constantly upgrade the company's services. First, the image of the profession. On duty to perform their duties, during the work seriously on duty, do not do things unrelated to business; instrumentation dress in line with professional standards; behavior and demeanor standardized decent. Second, business proficiency. Answer routine inquiries, answer accurately; routine business is accurate and fast; non-routine business operation is skillful and error-free; guide to fill out the form, assist in processing. Third, active service. Ushering, active greeting, leaving the post to inform the complete service etiquette in place, take the initiative to provide assistance and provide solutions. Fourth, warm service. Comfort customers, understand and familiarize with customer needs; provide targeted services according to people and time; keep abreast of the times, master new knowledge, new business, the first time to introduce and promote to customers.

5. Cultivate service talents and professionalize the service team.

Increase the training of the service front line. Establish a team of service trainers; develop service training courses; and do a good job in the training of service theoretical knowledge, service behavioral norms and service professional skills of grassroots companies. Improve the overall quality of the service team. Try to introduce the qualification examination mechanism for service positions to optimize the structure of the customer service team; select suitable young talents and business backbones to enrich the customer service team.