商业银行客户服务与金融创新

商业银行的客户服务目前已经成为社会关注的焦点.改善并不断提高服务质量是商业银行的基本职责和保持长期盈利的需要.客户服务是产品功能通过业务流程来实现的,功能的适用性和流程的便捷性是客户服务质量的两个最基本特征.本文在分析了商业银行在客户服务方面所存在的问题及其原因的基础上,指出在观念、产品、流程和组织等方面进行金融创新,从而提高服务供给能力是改善商业银行客户服务的根本出路.服务改善是一项具备基础性、全局性、长期性和艰巨性的任务,商业银行经营活动中没有任何其他事务比客户服务的改善更为困难、所需时间更为长久,从而也更需要资源的投入.

Commercial Banking Customer Service and Financial Innovation

Customer service by commercial banks has become a focus of social attention. To constantly improve service quality is the fundamental duty of commercial banks and the need to maintain long-term profit growth. Customer service is a product function realized through business flow. So function suitability and flow convenience constitute two basic guarantees of service quality. This paper looks into the problems and their causes in customer service and points out that to improve customer service, commercial banks should innovate concepts, products, business flow and organization structure to enhance their service capability. Since service improvement is a basic, long-term and hard task that affects overall situation, nothing is more difficult, time-consuming and resource-demanding than service improvement.