论保险服务的创新

内容摘要··············································2

保险公司为何要进行服务创新····························4

保险公司服务创新的重要性··························4

保险公司服务创新的必要性··························5

保险公司进行服务创新的紧迫性······················5

如何进行服务创新······································6

创新服务观念，树立“以客户为中心”的服务意识·····6

创新服务手段，满足新的经营模式对服务能力的要   求·················································7

实施企业流程重组，创新服务体制····················8

保险公司实现服务创新的几点具体思路·····················8

 实现由为客户提供满意服务向培养客户忠诚度的转变·················································8

 通过服务为客户创造价值·····························9

 让服务成为保险产品的一部分························10

 利用信息化手段提高服务质量、效率和决策水平········11

 成立专门机构，征求客户建议，切实解决存在问题······12

参考书目·················································13

内 容 摘 要

随着中国入市，保险市场的开放，保险市场的竞争进一步进入白日化的状态。在当前各家保险公司的产品大同小异，因而各家公司在竞争上转向服务的竞争，各家公司纷纷以客户的需求为导向，以客户满意为最终目的以争取获得客户的认可，从而获得市场。而保险服务的方式需要不断的创新才不至于被市场淘汰，保险服务创新可以从利用现代通讯设备，构建手机短信息服务平台、成立“国寿VIP俱乐部”维系和开发公司中高端客户，实现“差异化”服务、作好大型客户服务活动企化组织工作、加强投诉管理机制，提高投诉处理时效等方面予以创新。