目 录
内容摘要
一、客户服务及客户服务文化的内涵···········································3
（一）客户服务的含义···························································3
（二）客户服务文化的含义及主要内容··········································3
1．客户服务文化的含义······················································3
2．客户服务文化体系的主要内容·············································3
二、构建以客户服务为核心竞争力的必要性······································5
（一）构建客户服务竞争力的背景················································5
（二）构建客户服务竞争力势在必行·············································6
三、构建以客户服务为核心竞争力的设想········································6
（一）客户服务作为保险公司核心竞争力的重要意义····························6
（二）逐步打造客户服务的远景··················································7
（三）落实实现客户服务远景的关键任务········································7
参考文献·······································································10
内 容 摘 要
近年来，我国保险业发生着翻天覆地的变化，随着保险市场竞争主体快速增加，保险公司的竞争正在向更广的领域和更深的层次演变，各保险公司在竞争中越来越注重高水平的客户服务；快速涌入的外资保险公司将凭借其先进的服务理念和成熟的服务经验，与中资保险公司争夺客户资源；消费者的维权意识的增强和消费取向的多元化、个性化，对保险公司的客户服务提出了更高的要求；信息技术的日新月异，服务手段快速更新，客户可以在更大的范围内、利用更有效的方式选择产品和服务等等，这些宏观形势的变化给国内保险公司的经营带来了前所未有的压力和紧迫感，促使我们开始重新审视我们的客户服务工作。文章从保险公司客户服务及客户服务文化的内涵出发，分析了构建客户服务核心竞争力的必要性，进而提出了构建保险公司客户服务核心竞争力的设想。
关键词：保险公司；客户服务；客户服务文化；核心竞争力
