Insurance is a typical service industry. The professionalism, invisibility, long-term nature of insurance services and the fluky nature of claims service require insurance companies to pay attention to service quality and fulfill their service commitments. As a new industry and sunrise industry, insurance industry is more important to improve customer service ability, service quality and customer satisfaction in the critical period of reform and transformation.

Second, there are usually two reasons why grass-roots units fail to implement service standards:

1. Grass-roots units have not set up special service control departments, and the implementation of service standards has not been implemented in specific departments, lacking long-term effective implementation;

2. The service control measures of grass-roots units have limited incentive and binding force on employees' service, and 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.

Third, measures to improve insurance services.

1. Improve the operation process and realize the timeliness of the service process.

Implement the internal service commitment system. It is necessary to fully implement the service aging management, optimize the operation process, strengthen technical support, simplify the examination and approval procedures, clarify the working time limit, and implement internal service commitments.

2. Strengthen employees' service awareness and improve customer service quality.

The first is to study exams and know the norms. Make full use of service meetings, morning meetings and evening parties to strengthen the study of civilized service standards. The second is to master the norms in training competitions. Make annual, quarterly and monthly service etiquette and service skills training plans; Conduct business skill competitions regularly, including service etiquette image display and business operation skills. The third is to check and notify the curing specifications. Analyze and report the inspection results through service seminars, briefings and other forms, and reward the excellent and punish the poor. Fourth, the competition appraisal sets a typical example. Carry out service star evaluation activities, daily selection of branches, weekly selection of branches, monthly selection of local companies and quarterly selection, and carry out service star experience sharing activities in provincial branches to set an excellent service model.

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

First, take customer satisfaction as the core, establish and improve the service evaluation index system, and realize the evaluation system combining quantitative evaluation with qualitative evaluation, front-end evaluation with background evaluation, and internal evaluation with external evaluation. Second, take service efficiency assessment as the starting point, increase the weight of service assessment, establish a horizontal assessment system for each product line, sales department, customer service department, claims department and other departments, and assess branches at all levels vertically. Third, it is guaranteed by the service reward and punishment system. The service evaluation result is linked with the KPI index of the evaluated object and the evaluation before evaluation.

4. Strengthen the awareness of active service and embody humanized service.

Indoctrinate all employees with active service awareness and continuously improve the company's services. The first is the professional image. Perform duties at work, be on duty seriously during work, and don't do anything unrelated to business; Instrument dress conforms to professional standards; Behave appropriately. Second, the business is skilled. Answer regular consultation and answer accurately; Regular business processing is accurate and fast; Unconventional business operation is skilled and error-free; Guide to fill in the form and assist in handling it. The third is active service. Welcome, take the initiative to greet, leave notice and other service etiquette in place, take the initiative to provide help and provide solutions. The fourth is warm service. Comfort customers, understand and be familiar with customer needs; Different from person to person, according to the time, provide targeted services; Keep pace with the times, master new knowledge and new business, and introduce promotion to customers at the first time.

5. Cultivate service talents and realize the specialization of service team.

Increase the training of front-line services. Establish a team of service trainers; Develop service training courses; Do a good job in the basic training of company service theory knowledge, service behavior norms and service professional skills. Improve the overall quality of the service team. Try to introduce the service post qualification examination mechanism and optimize the structure of customer service team; Select suitable young talents and business backbones to enrich the customer service team.

Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.