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Innovative insurance services, efforts to improve the level XX business department XX year work summary speech

Dear leaders and comrades, Hello everyone: In XX, under the correct leadership of the party committee and general manager of the branch office, my sales department focused on “re-liberation of ideas, renewed concepts, deepening reforms, re-innovation of services, and management. The concept of work at the beginning of the year of upgrading, development, speed improvement and efficiency improvement, continuous reform and innovation of customer service forms, improvement of customer service system, standardization of customer service behavior, improvement of customer service quality, and continuous expansion of the service connotation of our department. Synchronous development of scale, speed and efficiency. The annual premium income exceeded 30 million mark, a net increase of more than 7 million yuan over last year, exceeding the target of more than 600 million yuan, creating the best performance in the history of the business department. Throughout the glorious performance of our department, we poured our attention to the company's care and support for the work of the sales department, and gathered the hard work and sweat of all the staff of the sales department, highlighting the rich social returns brought by our department through service innovation and special services. I. Transforming the concept and creating a new platform for innovative services With the fierce competition in the insurance market, innovative services have become the most important means of competition to win the market and win customers. The advantage of serving brands has become the decisive factor for the development of our department. Whoever has good service, whoever wins the trust of customers, is in an invincible position in the fierce market competition. Service must adhere to the times and constantly innovate, which is the only choice for the survival and development of our department. However, to do a good job, we must have a positive service ideology. We must have a set of strict service system constraints. We must have a high-quality service team to implement. Based on this, our new team starts with changing concepts and requires employees. Establish a new service idea. At the beginning of the year, we put forward the "three everything" service concept of "all for the policyholders, for all the policyholders, and for the policyholders." All employees are required to "think what the policyholder wants, the urgency of the insurance policy, and the needs of the policyholders." The establishment of this concept has set the position of our work, promoted the transformation of employees' thinking, and provided a strong ideological guarantee for our year-round innovative service. As a sales department, there is no right to claim, there is a lack of important claims services, and the service channels are relatively narrow. From employees to customers, this cannot be understood and treated correctly. It is wrong to think that we only charge for no compensation, it is difficult to win the trust of customers, and the exhibition industry is difficult. In response to this ideological burden, the new team of our department has established: "To customer satisfaction as the goal, to focus on sales services, to put the service in the first place in the market competition, to run the service throughout the company's work, to The basic business ideas of expanding service share, serving tree brand and promoting development with service. Through various occasions of education to guide the majority of employees to change their mindset, can not use the unclaimed service as an excuse, but can not complain about the right to claim, should continue to innovate insurance services, expand service connotation, improve service quality, innovative service forms to win the market, win customer support Expand our business. The reason why the superior company separates the claims from the underwriting is because we have a more specialized claims team that can provide claims services to customers better and faster. The separation of claims and underwriting should be our advantage in fierce competition, not a defect. Through a lot of ideological work, we have solved the ideological concerns of employees and customers, and established the image of the sales department among employees and customers, which greatly improved the trust of employees and customers in the service of the department. Start with a strict implementation of the system and standardize the service behavior of employees. Management is the eternal theme of the company, and the system is the guarantee of management in place. Successful companies come from superior management, and excellent management stems from an excellent system. Our department started from the extension of the service connotation, grabbed the code of conduct, and worked hard on the word "real". The new team re-examined the past management systems of the department according to various customer service systems and management measures issued by provincial and municipal companies, and improved and improved various internal control management systems. In particular, the requirements for employees to do, leaders and supervisors must first do, do not engage in any special, and well maintain the seriousness of the system. It is also worth mentioning that the new team has improved and perfected the incentive and restraint mechanism that is highly consistent with the objectives of the sales department. From the determination of performance indicators to the acquisition of behavioral standards and value sharing, in-depth research and repair have been done to make the system real. Effective, encourage the majority of employees to work actively and strive to make progress. Start with strengthening the quality of the team and improve the service quality of employees. Man is the main body of all services. To improve the service quality of the sales department and improve the service level of the sales department, it is necessary to improve the overall quality of the employees themselves. First, from the political and ideological side, we strive to improve the sense of ownership of each employee's dedication and dedication. Our department adheres to the morning meeting system, as always, to carry out strong love education and knowledge education for employees. In the current year, we also carried out the “Civilization Creation Activities” and “Post Skills” among our employees, which are close to life and close to reality. Through these activities, the Ministry has formed a good atmosphere for striving for unity, solidarity, learning, and service. Second, from the aspect of business quality, the employees are required to be skilled in service skills. The terms of each type of insurance are the basis for conducting business and must be proficient, which is the basis of the service. Memorize the terms of the article, the object of coverage, the scope of responsibility, the rate, and other knowledge, and strive to become a "living dictionary" and "good staff" that customers trust. Thirdly, from the perspective of work attitude, the employees are required to be "diligent, sincere and fast" in their work. In XX, the sales department convened more than 20 meetings of all kinds of staff meetings in various forms to guide and educate employees to recognize the situation, understand the overall situation, learn the system, standardize behavior, and greatly improve the overall quality and business level of the team. Sustainable and healthy development has laid a solid foundation. Second, innovative service forms, fostering the brand advantage of PICC P&C innovation services After building a platform, singing became the core task of the work. Our team took the lead in changing the work style, actively implemented the annual work plan, and strived to innovate service forms, enhance service awareness, highlight underwriting services, extend claims services, and achieved satisfactory results. From passive service to active service, the traditional service model is that customers come to the door, ask for services from us, and we passively provide services to customers. In order to expand the performance and win a large number of customers, this year, we gradually changed this backward service model, and proposed the working ideas of advanced service and active service. The employees are required to go out and bring in the customers and bring the business back. To this end, our department is specially equipped with a fast service vehicle to actively promote various insurance business and insurance knowledge to the corporate group and individual households, to stimulate the potential demand of the market, and strive to make potential policyholders a realistic policyholder. In the past year, our salesmen and in-service employees have come in the rain, and have done a lot of productive work, winning the support of customers and the affirmation of higher authorities. During the year, our department has a total of 10,000 kilometers. The number of households insured increased compared with that of the previous year, and the number of enterprises insured increased compared with that of the previous year. From functional services to psychological services, two-way services for humanization In today's building of a harmonious society, humanized services have become a universal theme in the service industry competition. Understanding people, respecting people, serving others well and serving the society have become an irreversible social trend. In order to better provide quality services to policyholders, this year, our sales department opened a business hall, improved office conditions, launched a variety of service forms such as window service, smile service, and grievance service, and greeted customers with a new attitude. Insured. More importantly: our department has broken through the traditional services that only insured and inspected customers in the past, expanded the service content, actively cultivated the feelings with customers, and impressed customers with our services, and brought customers and companies closer. The distance between them has won the customer's understanding and support for the company. In May of this year, a local insurance

The family deliberately defaulted on the company's premiums. After many sales contacts with our salesmen, the customers repeatedly pushed out with various excuses. Just because this customer was admitted to the hospital due to illness, the leaders of our department took this opportunity to take the initiative to visit the hospital, understand the customer's condition, and sincerely greet the customer. The customer was very grateful for the service attitude of the Ministry. The next day, he took the initiative to pay the insurance fee. Taking the initiative to close the relationship with customers is an important highlight of our department's innovative service this year. The expansion of this service not only provided a good peripheral environment for the work of our department, but also won the image and a large amount of considerable business for our department. It should be noted that the Ministry of Education also organized two large-scale “customer return visits” activities, soliciting opinions and suggestions from various aspects of customers, and formulated a series of rectification plans for customers' strong and urgent problems. Incorporate valuable advice from customers. From the basic services to the knowledge service work, we deeply understand that only by improving our business level can we better serve our customers. To this end, we continue to strengthen our knowledge of business and improve the quality of our employees. At the same time, we also attach great importance to the development of knowledge services to customers, focusing on cultivating the insurance business market. In XX, we distributed insurance leaflets throughout the city and received customer insurance consultations. Before each customer is insured, we patiently instill a large amount of insurance knowledge in the customer, so that each insured customer becomes an insurance agent and becomes our social promoter. Through their personal experience, they can drive more potential resources. Cultivate a broader insurance business market. At the same time, through the transmission of insurance knowledge, a large number of disputes caused by the insured claims are prevented, and the feelings and friendship with customers are enhanced. In XX, it was a safe year for our department. There was no dispute between customers and companies due to unclear insurance during the year. The customers were basically satisfied with the services of our department. From the extensive service to the refined brand service, the traditional service content is small, the scope is narrow, and the means is single. To this end, our department further expands the service content, extends the scope of services, and actively shifts from extensive services to refined services in the way and means of services. At the beginning of XX, the new team seriously studied the actual status of the local insurance industry, consumer demand and consumption levels, and put forward the working ideas of the big insurance service brand. Further deepen into the various service links within the industry, improve and innovate the service functions of each specific link in the industry within the scope of authority. From printing insurance proposals, to formulating insurance plans, to analyzing the comprehensive actual situation of customer insurance, and actually implementing insurance, each link has been carefully considered and carefully designed. In the case of a single insured proposal, the insurance proposal set by the Ministry is standardized, exquisite, enriched, and has a brand concept, which reflects the business level and style of a department, and enhances the choice and trust of the insured. Especially for potential resource customers, we have to conduct in-depth research and analysis every time, explore all potential resources, and strive to improve the total performance of our department. The above are some of the explorations and attempts and improvements of our department in improving the service level. I urge colleagues and leaders to criticize and correct. III. XX Year Work Outlook In XX, the effectiveness of our service innovation is remarkable. However, from the ever-changing society, market demand and the self-construction of the sales department, there are still many areas for improvement. In view of the local actual and departmental characteristics, we also need to actively explore and boldly try. It is necessary to adapt to the requirements of the times, adapt to changes in the situation, and continue to maintain the forefront of innovation in the region. It is necessary to strengthen assessment and implement responsibilities. Strict punishments such as inadequate work and poor service attitude. Segment customers, improve customer management files, and provide different services for different customer groups. Launch a series of new creation activities aimed at improving the quality of services. Further enhance the sense of responsibility and mission of reform and innovation, and highlight the forward-looking nature of reform and innovation, focusing on the transformation of economic growth mode, the optimization of structure, the improvement of residents' living standards, the changes in consumption patterns, etc., in insurance services and sales channels. Innovation has taken it to the next level.

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