HND客戶服務(wù)報(bào)告

1、Creati ng a culture of customer careH1F0 34Outcome1-2Agricultural BankI. IntroductionII. Internal and external customer needsInternal customerExternal customerIII. Customer relationship buildingIV. Customer services trainingVI. The key factors of after careVII. Introduction and evaluation of custome

2、r care strategy1. Knowledge of the product and customer's characteristics2. Contact the service product and customer:3. With the product update service:VIII. Customer satisfaction and loyaltyIX. Introduction and evaluation of customer care standardX. ProposeAppendix:Appendix (1)Appendix (2)Appen

3、dix (3)Appendix (4)Appendix (5)I、 IntroductionAgricultural Bank of China is the state's five major banks, 2009 impleme ntati on of stock system reform, To become the five largest bank in the last listed ban ks.This article aims to analyze the Agricultural Bank of China CustomerService. The an al

4、ysis in cludes: customer relati on shipbuildi ng,customerservice training, customer feedback qualitative and quantitative an alysis, in troduct ion and evaluati on of in ternal and exter nal customer n eeds,after-sales service, customer service strategy, customersatisfactionand loyalty, and customer

5、 service standards Introductionandevaluati on.Fin ally,by the above, the compa ny's customer servicerati on alizati onsuggesti on will be show n in the con clusi on.n> In ter nal and external customer n eedsIn ternal customer : It refers to in ternal accepta nee of the en terprises of other i

6、ndividualsor units of services to individuals and departments.Internal staff of the Agricultural Bank of China Bank of Agricultural Bank of Chin a's internal customers, they can enjoy the internal bus in ess and promoti ons, Agricultural bank of Chi na arran geme nts for staff welfare policy.(Se

7、e Appe ndix one)External customer: It refers to the purchase of the products or services provided in the en terprise external to the in dividual or in stitutio n.Agricultural Bank of China's external customers is usually to ABC for a variety of bus in ess customers, they enjoy the treatme nt and

8、 services are the same.(See Appe ndix two)Internal Customer Need:Reward: Agriculturalbank of China salary level is based on the performaneeof the employee performa nee to determ ine, at the same time accord ing to differe nt compa ny status, salary level is also differe nt.The nature of supervision:

9、 Agricultural bank of China in the managementis divided into four classes, respectively E, D, M, P.Quality of working life : Agricultural Bank of China employees are state workers, enjoy the formal wages, liv ing by state subsidies and welfare.In the quality of work is on the hierarchy.Exter nal Cus

10、tomer Need :A Faster Speed Of Service : Agricultural bank of China's on-call service:is a bank laun ched can help customers any where at any time with anycom muni cati on means, can and bank excha nge of in formati on system, and the traditi onal teleph one banking is differe nt, the call cen te

11、r service is two-way, in teractive, customers can not only simple bus in ess con sultati on and query, but also can such as transfer,report the loss of STH, foreignexcha nge tradi ng and substa ntial bank bus in ess,able to offer ourcustomers convenient for banking services.Less break service commit

12、ment: Agricultural Bank of China is the country with the services of ban ks, credit degree is high, the high quality of service, for customers commitment will be adhered to, respect the rights of clie nts and in ten ti on, is the Agricultural Bank of China services.More product information : Agricul

13、tural Bank of China to provide customers with a perfect in formatio n system, whe never a customer has a n eed to un dersta nd the product in formati on, will have the releva ntcustomerservice staff to provide customer soluti ons,provid ingdetailedinformation service.III 、Customer Relati on ship Bui

14、ld ingCRMtheory: Is a customer-ce ntricbus in ess strategy, regroup redesig n ofbus in ess processes and workflow in formatio n tech no logy as a means to improve the customer service and in-depth customer an alysis to meet customer need to improve customer satisfaction and loyalty, thereby ensuring

15、 customer lifetime value and corporate profits "win-win" strategyto achieve.Accord ing to the theory, in clud ing the ben efits of customer relatio nshipmarketi ng;mai nta in growth in reve nue, the sales meters if bone branding and morestable sales team with a low cost.Establish a strateg

16、icallianee to address the commercial channel conflict;build and improve on li ne market ing cha nn els; con trol cha nn els, enhance the game for new channels.(Baidu , 2012)Agricultural Bank of Chi na marketi ng product is various fund man ageme nt products, stock and in sura nee bus in ess, take th

17、e marketi ng means is the cooperation of the companyto do marketing, and the Agricultural Bank has a good credit security, it is also an important factor in the success of bank marketi ng.FMP Bond and cross sales 、Club member-ship programs 、Society bond 、Customer &Company Customer & Customer

18、、Database marketing 、Structural bond.Finance bond: Agriculturalspecialty products is the AgriculturalBank of China,the unique financial example,urba ni zatio n ofrural credit, rural in frastructurecon struct ion loa ns and so on the characteristic product, is the Agricultural Bankof Chi na for 3 far

19、mi ng policy puts forward finan cial prefere ntial policies.Agricultural Bank of China and the major in sura nee compa nies laun ched abankcoun ter for pers onal in sura nee, in sura nee and payme nt services, which is the Agricultural Bank and in sura nee compa ny bus in ess bun dled sales.VIP： Gol

20、den Harvest card is the Agricultural Bank of China, specifically for high-end customers to provide bank card brand, aimed at the card for the media, for the majority of the cardholder to provide finan cial,bus in ess, life,en terta inment and other in timate,dist in guishedservice,eon struct ionof a

21、n exclusive service space and excha nge platform.Golde nHarvest card is the Agricultural Bank of China VIP customer status symbol, can use this to enjoy the corresp onding prefere ntial, prefere ntial and value-added, exclusive service.Society bond: Database marketing : Agricultural Bank of China se

22、rvice customizati onservices, banking services to customers, deposit,remitta nee and settleme nt, the average bank card, on behalf of retail bus in ess can be defi ned as the sta ndard bank commercial bank man ageme ntstage, the retail bus in ess is the agricultural bank bus in ess with theelectr on

23、ictech no logy in finan cialservicesin a widerange ofapplicati ons,retailbus in ess willgreatlyenhance thedegree ofautomatio n.IV、Customer services trainingThe general training process includes:trai ningn eeds an alysis,trai ningdesig n, trai ning delivery and trai ning evaluati on (Lv 2012).Custome

24、r service trainingincludes : develop a customer service strategy/ customer / clie nt n eeds an alysis / after-sales service and servicerecovery / effective customer com muni cati on .The general training process includes: trainingneeds analysis,trainingdesig n, trai ning delivery and trai ning evalu

25、ati on (Lv 2012).Time:5,15,2013-6,15,2013Trai ning content(1)Customer servicestrategy;(2) customer servicestandard; (3) customer form; (4) analysis of customer dema nd; (5)customer feedback man ageme nt; after sale service and servicerecovery;effectivecustomer servicecom muni cati on; customer relat

26、i on ship man ageme nt.Trai ners and trai ning siteJIANGCHAOLIANG Shanghai financial centerTrai ning resourceThe SOHGCh ina' s preside nt has rich job experie nee and the SOHO China has a unique marketing concept it can help the employee has much more.According to Kirkpatrick model,this is compa

27、ny's customer service belong to Level model include(Lv 2012):Level 1: Reacti ons of train ees to the content and methods of training, to the trainer, etc.Level 2: Lear ning atta ined duri ng the training periodLevel 3: Tran sfer to lear ning to job behaviour in the work en vir onmentLevel 4: Eff

28、ect on the trainee ' s department.Level 5: Has the trainingaffected the ultimate well-being of theorga ni zati on.V、The qualitative and quantitative customer feedbackQualitative analysis of the definition of:he qualitative research focuses on words and observati ons to find out reality, and atte

29、mpts to describe people in natural situations(Lv 2012)；Quantitative analysis of the definition of:The qua ntitative research grows out of a solid academic traditi on that places considerable trust in numbers that represent opinions or concepts (Lv 2012).Quantitativeanalysismethod of choice questionn

30、airefor customerfeedback: The reanalysis data method using SPSS restructuring will greatly improve the efficiency of data analysis and reduce anthropogenic miscalculati on. "Multiple Resp on se" SPSS database use multiple sets of data are combined and then defined a newfield group, which w

31、ill be defined for each single multiple-choice questions in the newfield group variable interval defined, and then for the new field group frequency analysis.Whenafter the completion of a single field is set, you can use the block to the other multiple-choice questions, re-use analysis, which can gr

32、eatly improve the efficiency of the multiple-choice data analysis.Observed Feedback qualitative analysis method: Mainly to establish a model for the sale of goods, the various factors that affect the sales price is mutual influence and mutual restriction, they form a system, and thus to customer sat

33、isfaction as the main indicator to analyze the impact of the sales price, the key variable is the customer satisfaction. After expert advice, can determine the impact of the price factor set ofvariables including environmental satisfaction and price satisfaction.satisfaction,thepropertySummary： Acco

34、rding to the investigationof AgriculturalBank, found thatbank consumer group more popular, because the bank foragriculturepolicybusiness more consistent with the mass, especially the attention, compared to other state of the major banks, ABC's outlets set up is more, a wide range of customer gro

35、ups.Access summary: The agricultural bank outlets set up more personnel, wide distribution, geographical span is big, also resulted in ABC's service attitude difference, including service quality are also different, so at the time of investigation for the Agricultural Bank of China, there are ma

36、ny different opinions, bank needs to improve the place a one of the large state-owned enterprises, reputation is the most important.VI. The key factors of after careAgricultural Bank of China, the service is very attentive.The one-stop service: it means to improve efficiency, in some places at the s

37、ame time need more than one location in the past, and many times,a lot of choreography completed service.Attentive service:It is also called butler service. attentive servicealso known as housekeeping services. As the core of the concept of humane establish people-oriented set of pre-sales, sales, a

38、fter-sales service as one of the three-dimensional, throughout the entire process of product flow.Call center: call center is a complete system of integrated information services using various advanced means of communication to provide customers with high-quality, high-efficiency, full range of serv

39、ices.Self-service: The self-service (self service) is the industry through the deployment of "self-service" support platform, allowing users to access to services through self-service platform or terminal. Include fault diagnostic products, product training, product sales, trading refers t

40、o the deployment in the manufacturing, allows users to access services through self-service support platform, self-service platform or terminal. The place of business of the Agricultural Bank of China all have ATM self-service machines, the use of customer-friendly.Agricultural Bank of China is asta

41、te-owned bank, is also a long historyof credit bank products and services, has a good reputation, ABC should be a lot of efforts to enhance the development of new products, the banking system is more diversified, so that the customer groups more vast.VII 、Introduction and evaluation of customer care

42、 strategyAgricultural Bank of China customer service strategy is people-oriented, and implementing the the three agricultural policy, the customer base is not limited, the state-owned five largest banks in the most extensivecustomer base, the greatest impact of the bank.As the theory , customer serv

43、ice strategy and the design flow includes:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of creativities4. Evaluation and development of creativities5. Feability and Profit Assessment6. Clear roles and responsibilities7. Implementation Te

44、st8. Commercialization9. Evaluation and Double-loop learning.The company designs the steps customer strategy is including:of the product and customer's characteristics:Agricultural Bank of China asked thecustomers to come to do business inthe views of the Agricultural Bank of China, including th

45、e requesting client to help fillin the the various investigations table like are theAgricultural Bank of China continue to progress. ABC canunderstandcustomer demand for banking products, in order to respond in a timely fashion.2. Contact the service product and customer:Agricultural Bank of China h

46、as always been to strengthen exchanges with customers. Enjoy the company's products and the information fed back by the customer, the Agricultural Bank of China has also been progress, ABC has a comprehensive customer information system, which is the Agricultural Bank of China can now state-owne

47、d groups of five bank customers reasons.3. With the product update service:Agricultural Bank of China continued research and development of new financial products, for example sub tripartite hosting wealth management business of the Agricultural Bank of China, since its introduction, has been acclai

48、med financial products, it also attracts a lot of customers to transact business and use the product in ABC.VIII 、 Customer satisfaction and loyaltyIn the theory, loyal customers will have the following several kinds of performance: Freque ntly purchase products or services. Depe ndence on products

49、or services. Purchase relevant products or services. Recommend products or services to potential customer.Agricultural Bank of China has many loyal customers, such as deposits of large state-owned enterprises and foreign companies, this company is a major source of funding for the Agricultural Bank

50、of China, the state-owned enterprises through the Agricultural Bank of China obtained through these loans interest loans to the Agricultural Bank of China to operateto makea profit, this is the cooperative relationship between them, the Agricultural Bank of China, as state-owned banks with good cred

51、it and capital flows, so popular with the state-owned company's support.IX 、Introduction and evaluation of customer care standardFive customer service standards:Customer classification: The enterprise must decide which one is more important principle, and provide the corresponding services accor

52、ding to the customer's grade.Client Experienee: To provide service for customers with continuous, reliable, high sta ndards of service.In ternal collaboratio n: Compa ny should make no excepti on to in ternal and exter nal.Referenee point: The team performanee should link up with the quality of

53、customer service.Process in tegrati on:In tegrati onfor compa nybus in ess process, and takeit customer-ce ntric.According to the theory and the design of the customer service standard, the n eed to con sider the followi ng factors(Lv 2012):Recog nise existi ng and expected con tact ingpoi nts from

54、service mapTran sfer expectati on to acti onChoose appropriate actio n for sta ndardSet soft or hard sta ndardDesig n reflect ion system for both soft and hard sta ndardSet hard in dicati on and soft objectiveEvaluate sta ndard by in dicati on and objectiveOffer outcome of appraisal for staffEvolve

55、in dicati on and objectiveAgricultural Bank of Chi na has basically reached the five customerservice standards, the Agricultural Bank of China has dedicated customer sales and service system, the team trained, they can accurately analyze customer type, and give the corresponding service. Agricultura

56、l Bank of China has manyawards, outstanding team, you can get a wealth of year-endbonuses. Internalcooperationof theAgricultural Bank of China is very good, because the cooperati on was also higher welfare, so we are more willingto co-operate to customerservice, the Agricultural Bank of Chi na has b

57、ee n widely acclaimed.X. ProposeAgricultural Bank of China, although around them state-owned one of the four major banks, outlets many have set up outlets at home and abroad, but after visited place of business, the attitude of staff is not very uniform, the Agricultural Bank of China should be more

58、 training Aug work, a service uniform provisions.On the other hand, in 2009, the Agricultural Bank of China shares reform, ABC's products are more abundant, but rarely for the introduction of the product as well as information, which lost a lot of clients, manycustomers we offer in our survey the part of the Agricultural Bank of China products have never heard of, or just a little understanding for the ABCto promote the company's products