Is the customer return visitor of China Insurance Company, China Ping An Life Insurance Company of China Insurance Company engaged in business? What kind of pre-sales and after-sales support is this?

Insurance service refers to all valuable activities provided by insurance companies to the public. This is a modern service concept, and its biggest difference from traditional service lies in its obvious extension. Traditionally, the services of insurance companies are mainly reflected in economic compensation and compensation. As long as they fulfill the insurance responsibility of paying customers, it means providing them with good service. However, the modern service concept holds that insurance services are far more than that, and all kinds of diffuse services centered on economic compensation and payment are within the service scope of insurance companies.

The contents of insurance services include insurance protection, consultation and appeal, disaster prevention and loss prevention, contract preservation and value-added services. The first one can be called core service, and the others can be called diffusion service. The relationship between core service and diffusion service is that core service is fundamental, and diffusion service revolves around core service and must not usurp the role of master. In the case of fierce competition in the same industry, under the premise of not affecting the quality of core services, the proportion and types of diffusion services can be appropriately increased to win more customers. However, if the proliferation service is added improperly or exceeds the dominant core service, it will be counterproductive. For example, an insurance company increases dividend insurance, designs insurance plans for customers, and arranges customers with large insurance coverage to travel abroad. If customers feel that these newly added projects are not very affordable and attractive, and these newly provided projects are not original and novel, they cannot arouse people's special interest. However, with the gradual increase of new projects, the new management expenses increase the cost of the company. At the same time, the employees of the company are distracted by various businesses, unable to focus on core services, and not conducive to the business activities of insurance companies.

Characteristics of insurance services

1, immaterial.

Insurance service is an intangible use value, which provides special use value for labor in the form of activities. The intangible nature of insurance service makes it have the following characteristics:

1) The production process and consumption process are carried out at the same time, that is, the process of insurance practitioners providing services to customers is also the process of customer consumption services, which is unified in time. Because insurance service is not a specific project, but an activity and process, insurance practitioners and customers must meet and contact directly in insurance service. Therefore, only by actively participating in the process of insurance services can customers get services, and only by actively cooperating with service providers can they get perfect services. At the same time, insurance practitioners can only provide "marketable" insurance services by firmly establishing the concept of customer first and service first and fully understanding and mastering the service needs of customers.

It can be said that customers' personal participation in the service process and their active communication with service providers, service providers' provision of services and their interaction with customers in the service process affect the level of insurance services and determine the relationship between insurance companies and customers. Therefore, insurance companies should effectively guide customers to play their roles correctly and encourage and support customers to participate in the service process; Understand and master the differences of different customers' needs to ensure that insurance services can meet customers' requirements to the maximum extent.

2) Non-storability. The production and consumption based on insurance services are carried out at the same time, so its use value cannot be fixed on a durable goods without producers and consumers, and of course it cannot be stored and used like tangible goods. The non-storability of insurance services requires insurance companies to effectively solve the time difference between supply and demand of insurance services.

2. differences.

Difference means that the composition of insurance services often changes, and it is difficult to define it uniformly. Insurance service is a people-centered activity. Because of the existence of human personality, it is difficult to adopt a unified standard for the inspection of insurance service quality. On the one hand, due to the different qualities of insurance employees, different employees will provide different levels of insurance services with the same content. On the other hand, because customers directly participate in the insurance service process, their own factors are different, which also directly affects the quality and effect of insurance services. Differences may confuse customers with insurance companies and the services they provide, that is, providing good services may not be evaluated correctly.

3. Lack of ownership.

Insurance services do not involve any transfer of ownership during production and consumption. Because the insurance service is intangible and cannot be stored, the insurance service disappears after the transaction is completed, so consumers do not "substantially" own the service. This will lead consumers to worry that they may not be able to get timely and effective services after insurance. To this end, insurance companies should publicize their service objectives through various media, establish a good corporate image, and resolve customers' worries.

4. Dual attributes.

Insurance service can be regarded as a kind of free service, which embodies the social spirit of enterprises, and can also be regarded as paid service, which is a business strategy of enterprises. Even if it is a free service, it ultimately comes from the premium paid by the insured.

5. Integrity.

Customers' purchase of insurance is not limited to the enthusiasm of marketers, but also requires marketers to design scientific and reasonable insurance plans for them, answer various questions and fulfill the compensation stipulated in the contract. Therefore, insurance service personnel should have corresponding professional knowledge and skills, good service attitude and good service effect.

6. Value.

Insurance companies can provide services that exceed the value of goods purchased by customers and the expectations of customers for insurance goods. A successful enterprise must be an enterprise that can provide value-added services, win the trust of customers and occupy more markets through value-added services.

Contents of insurance services

pre-sale service

Pre-sales service refers to insurance-related services provided to customers before selling insurance products. It is based on the careful study of people's insurance demand psychology. Before they come into contact with insurance products, they stimulate customers' desire to buy through a series of incentives.

The content of insurance pre-sale service is very rich, and its core is to provide convenience for customers, specifically as follows:

1, purchasing consulting services

People need to know insurance information before taking out insurance, such as the situation of insurance companies, types of insurance and terms. Employees of insurance companies should serve customers wholeheartedly and try their best to convey the information that customers expect.

1) Information services that insurance companies should provide.

A, use advertising to convey insurance information. Can transmit: concept information, service information, visual information. That is, information about the insurance company's entrepreneurial spirit, business purpose, management objectives and other conceptual information, service items and service contents, that is, insurance information, company name, office conditions, employee image and other visual information.

B, public relations activities to convey insurance information. We can strengthen communication with consumers through insurance news activities, press conferences, insurance photography publicity and insurance sponsorship activities, and establish a good corporate image of the company.

2) Information services that insurance salesmen should provide.

Generally speaking, insurance companies mainly publicize corporate image and other information through the media, and specific insurance information needs specific personnel such as insurance salesmen to complete. Customers can't fully understand the essence of insurance, let alone understand the relevant clauses of insurance. Customers need to explain the contents of insurance clauses one by one. It should be said that the information services provided by individuals are more direct, detailed and effective than those provided by insurance companies.

2. Risk planning and management services

1) helps customers identify risks.

A, help customers identify family risks. People are faced with various risks such as birth, aging, illness and death at any time in their lives, which will endanger people's lives and bodies and cause inconvenience in life and economic difficulties. However, many customers ignore the existence of risks, or don't realize that they have risks for the time being, so insurance salesmen should help customers identify major family risks.

B, help enterprises identify risks. Insurance business personnel should go deep into the enterprise and adopt appropriate methods to assist the enterprise in risk identification according to the relevant information provided by the enterprise. For example, whether there are flammable items in the warehouse inventory, whether the machinery and equipment are overloaded, etc.

2) Help customers choose risk prevention measures.

A, help customers make family financial planning. People have different characteristics in different periods of their lives, so financial planning in different periods such as growth period, youth period, middle age period and old age period should be focused and different. Insurance marketers should help customers with financial analysis and planning.

B, help enterprises to prevent risks. From the perspective of enterprises, risks can be avoided or transferred. The key to decide whether to transfer risk is to compare the cost of risk retention and risk transfer, and the service of insurance business personnel is also reflected here. The risk retention is beneficial to the enterprise in the following circumstances: the retention fee is lower than the additional fee of the insurer; Costs and losses are distributed over a long period of time, which leads to greater opportunity costs; Good investment opportunities and high expected rate of return; It has the economic ability to bear the biggest potential loss.

After the risk is retained, the income of insurance business personnel may be reduced. Therefore, insurance business personnel should not harm the interests of customers because of self-interest, and deliberately say that risks that do not need risk transfer need risk transfer.

sales service

In-sale service refers to all kinds of services provided directly for sales activities in the process of buying and selling insurance commodities, which is the key link to realize sales. Its main contents are:

1, welcome to service. Only by being enthusiastic and patient with customers can we attract business for the company. Welcome service is the intermediate link between pre-sale and in-sale service, which refers to both pure service welcome service and the first procedure of sales operation. The first impression of high-quality welcome service to customers is irreplaceable by other services. In the welcome service, the relevant personnel of the insurance company are required to: smile service; Have a good service attitude, such as sincerity, enthusiasm and modesty. Have beautiful service behavior.

2. Underwriting services. That is, from business contact, negotiation, insurance, audit, risk inspection, business acceptance, bill preparation, premium collection, signature review, sorting and sending, filing and keeping, etc.

3. Technical services. Provide insurance business guidance to insured customers and provide fast and effective services.

4. Establish the file of the insured. For example, in property insurance, unit name, legal representative, owned property, location, disaster prevention, etc.

after service

1. Reasons for providing after-sales service for policyholders

Mainly: after-sales service can best reflect the characteristics of insurance companies or marketers; The insured buys services, not just insurance goods; The quality of after-sales service often affects the choice of customers; Able to explore other needs of customers; Can create a professional image; Customer information can be grasped at any time. Wait a minute.

2. Work content of after-sales service

1) Salesperson: We should seize every opportunity to keep close contact with the insured, or send small gifts, or call to say hello, visit regularly, etc.

2) Insurance company: It shall provide disaster prevention and loss prevention services. Insurance companies can take various measures to minimize the occurrence of insurance accidents and reduce losses.

Specifically, it includes pre-disaster safety precautions, emergency rescue and disaster relief during disasters, and post-disaster clean-up assessment. Although insurance against disasters is free, it is basically to reduce accidents, reduce losses and enhance corporate image. In addition, insurance companies should also provide claims service. When an insured accident occurs to the subject matter insured, the insurer shall perform the liability for compensation or payment in accordance with the provisions of the insurance contract, and handle the claim made by the insured. In this process, the claim should be settled quickly, accurately and reasonably. When claiming compensation, we should seek truth from facts and adhere to the principle of "initiative, rapidity, accuracy and reasonableness".

3) Insurance companies should also provide value-added services, such as insurance sponsorship activities, networking activities, global assistance, VIP cards, etc.

4) Provide contract preservation service, that is, maintain effective insurance policies and make corresponding changes in time.

5) Consultation and appeal system, that is, providing timely consultation and appeal responses.

Further reading: How to buy insurance, which is good, and teach you how to avoid these "pits" of insurance.