本文選題：客戶服務體系　切入點：商業(yè)銀行　出處：《西安科技大學》2017年碩士論文

【摘要】：近年來,隨著市場經濟的快速發(fā)展,金融機制的不斷健全,客戶服務體系已成為銀行的重要戰(zhàn)略決策之一,作為銀行的重要資產和資源,客戶對銀行服務的導向作用較大。銀行在為客戶提供服務過程中,通過構建客戶服務體系、客戶關系管理體系,以此達到提升客戶滿意度、增強銀行市場核心競爭力的目的。那么如何構建完善的客戶服務體系,面向客戶提供多元化、多樣性服務,是銀行當前面臨的重大研究文之一。本文在對銀行客戶服務體系相關理論、商業(yè)銀行服務發(fā)展歷程、新常態(tài)下銀行業(yè)的發(fā)展特點及服務體系變化趨勢進行論述的基礎上,對中國銀行SM支行客戶服務體系的內容、模塊、建設情況及服務滿意度情況進行調研分析,總結得出中國銀行SM支行客戶服務體系存在的問題包括:客戶服務能力有待提升、客戶服務團隊建設有待完善、客戶服務管理內部溝通不暢和客戶分析工作不到位。導致其存在問題的原因主要包括:客戶服務理念與戰(zhàn)略缺失、客戶價值判斷和服務配置不合理和人力資源管理機制不健全。基于目前存在的問題,提出中國銀行SM支行服務體系優(yōu)化的措施。主要包括:提升客戶服務能力、建立高素質的從業(yè)人才隊伍、加強客戶評價和細分服務、完善客戶關系的管理信息系統(tǒng)、完善人力資源優(yōu)化配置和加強智慧性銀行建設。
[Abstract]:In recent years, with the rapid development of market economy and the continuous improvement of financial mechanism, customer service system has become one of the important strategic decisions of banks, as an important asset and resource of banks. In the process of providing customer service, banks can improve customer satisfaction by constructing customer service system and customer relationship management system. The purpose of enhancing the core competitiveness of the bank market. Then how to build a perfect customer service system to provide diversified and diversified services to customers, It is one of the most important research papers that banks are facing at present. Based on the related theory of bank customer service system, the development history of commercial bank service, the development characteristics of banking industry under the new normal and the trend of service system change, Based on the investigation and analysis of the contents, modules, construction and service satisfaction of the customer service system of SM Branch of Bank of China, the author concludes that the problems in the customer service system of SM Branch of Bank of China include: the ability of customer service needs to be improved. The construction of customer service team needs to be improved, the internal communication of customer service management is not smooth and the work of customer analysis is not in place. The customer value judgment and service allocation are unreasonable and the human resource management mechanism is not perfect. Based on the existing problems, the paper puts forward the measures to optimize the service system of SM Branch of Bank of China. It is necessary to establish a team of highly qualified professionals, strengthen customer evaluation and subdivision services, perfect the management information system of customer relations, perfect the optimal allocation of human resources and strengthen the construction of intelligent banks.
【學位授予單位】：西安科技大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F274;F832.33

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相關期刊論文 前1條

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本文編號：1658106