In our daily life, the frequency of reports is on the rise. Usually, the report has a lot of content and a long length. I believe many friends are very upset about writing reports. The following is the special acceptance and self-inspection report of insurance company customers' return visit that I compiled for you. Welcome to read the collection.
Provincial Company Customer Service Department:
In order to strengthen the customer return visit in our city, continuously improve the customer service quality of our company, build a quality service brand of China Life Insurance, and ensure the smooth progress of the customer return visit, after two months of serious, arduous, solid and effective work, our city has successfully completed all the preparatory work before the return visit in terms of leadership, manpower and material resources according to the requirements of provincial companies. At the same time, according to the special acceptance of the customer return visit work of China Life Insurance Co., Ltd. [20xx] No.9, we will now make preparations and.
One is to raise awareness and strengthen leadership.
Strengthening customer return visits and realizing standardized, unified and institutionalized management of customer return visits are effective measures to comprehensively strengthen customer service construction, safeguard customers' legitimate rights and interests and establish a good social image of the company. After the document [20xx] No.503 was issued, the general manager's office of our city attached great importance to it, held a special meeting to study the arrangement, organized relevant personnel in various counties and cities to study hard, deeply understood the spirit of the provincial company document, put forward specific implementation opinions, and formulated detailed implementation plans; At the same time, in order to ensure the timely completion of the return visit work and preparation tasks, according to the requirements of the provincial company, a return visit leading group led by the members of the general manager's office of the company and composed of the heads of customer service, information technology, office, business management, individual insurance sales, intermediary agency and other departments was established. Responsible for leading and coordinating the specific implementation of various return visits; The county company has also set up a leading group with the manager as the team leader, the deputy manager as the deputy team leader, and the heads of customer service department, personal business department, group business department and comprehensive management department as members; The establishment of the leading group coordinated the relationship between the relevant departments of the return visit and ensured the normal operation of the return visit work in all links.
Second, strengthen human input to ensure the normal and efficient operation of customer return visits.
The new management method of return visit requires all return visits to be carried out by the municipal company in a unified way, and only unsuccessful return visits and face-to-face signatures can be distributed to all branches for return visits, which breaks the previous management mode of return visits and makes it difficult for the company's original return visitors to complete all return visits. To this end, according to the requirements of provincial companies, our company rationally deploys personnel within the scope of posts and staffing determined by the human resources system reform plan, and deploys high-quality personnel with strong sense of responsibility and excellent technology in the branch to enrich the customer representative team of municipal companies. At present, there is an operation support post in the customer service center of the city company, which is responsible for the assignment and daily management of return visits; Three customer representatives are responsible for the return visit. All four staff members have bachelor degree or above. At the same time, the county company is required to be equipped with more than two full-time return visitors according to its own conditions. In this way, due to a large amount of manpower input, the normal return visit work is basically guaranteed.
Third, strengthen material input to ensure the normal operation of return visits.
In order to ensure the normal telephone call back, the municipal company has set up a special workplace for telephone call back personnel. The workplace meets the standards of independence, ventilation, quietness and neatness of provincial companies, and is equipped with telephone, earphone, computer, sound insulation and other facilities according to the number of telephones; At the same time, according to the requirements of the provincial company, a multi-function recording system was installed, which provided a strong guarantee for the retention and inquiry of the files of future return visits. At present, each of the four return visitors of the municipal company has a PC, a return visit line and a special plate; According to the requirements of the provincial company, the municipal company has made all office facilities and special posts clean and perfect, ensuring the smooth progress of the return visit.
Fourth, establish a system of rules and regulations and do a good job of implementation.
According to the new situation and the company's requirements, our company has formulated rules and regulations such as customer return visit work system, customer return visit work process, job responsibilities of operation support personnel, and job responsibilities of customer representatives, and posted them on the job site to cooperate with the operation of provincial company management measures.
Five, reasonable allocation of time, to achieve the goal of return visit.
All return visits require the customer representative to find the customer himself. At the same time, many projects need 100 return visits, but due to various objective reasons, it is an indisputable fact that the success rate of return visits during working hours is low. Therefore, on the basis of work return visit, arrange a reasonable time for return visit at noon and evening without affecting customers, so as to achieve the return visit target.
Six, strengthen training management, improve service quality.
After the improvement of various hardware measures, in order to better complete various tasks, our company has strengthened the management and training of personnel and strived for excellent service quality. In 20xx, we trained all the return visitors in the city, including: return visit management methods, return visit workflow, telephone etiquette, return visit, etc. We should face the customers directly and answer their questions at any time, which requires us to have comprehensive knowledge and standardized language. To this end, we have established an early meeting system, which uses half an hour before going to work every Monday and Friday to convey the company's documents and new business regulations and study hard to keep up with the company's requirements and avoid unnecessary disputes caused by unskilled business when communicating with customers.
;