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Taiping Life Insurance Tianjin Branch’s “Three Hearts” service at the business counter continues to improve customer experience

Taiping Life Insurance Tianjin Branch’s “Three Hearts” service at the business counter continues to improve customer experience


Recently, Taiping Life Insurance Tianjin Branch fully launched the 2024 financial consumer rights protection education and publicity campaign. Focusing on the theme of “Financial consumer protection is around to protect rights and prevent risks”, it adheres to the “customer-centered” service concept, combined with the Tianjin Branch Actual situation, carry out in-depth publicity and education activities.

Since March 7, the Tianjin branch and the business counters of its affiliated institutions have improved service methods, optimized service processes, continuously improved the service experience of customers and financial consumers, and created a “three-hearted” service window.

The first is to protect rights and interests, and provide more peace of mind with honest services. Branches post posters with the theme of protecting the rights and interests of financial consumers at conspicuous locations at each business counter, and place brochures on financial knowledge and anti-fraud methods to popularize financial knowledge on financial fraud, the dangers of fund-raising and money laundering, etc. to the majority of financial consumers, especially Improve the financial security awareness of elderly customers and safeguard their legitimate rights and interests.

Second, customers come first, and professional services are more considerate. During the event, the branch’s operations and consumer protection department conducted unified training for all operations staff around the standardization and process of counter services. When customers handle business, the counter service staff will explain the contract terms in detail to ensure that customers clearly understand their rights and interests. At the same time, insurance knowledge is delivered “face-to-face” to customers to help them better understand insurance products and market dynamics.

The third is to simplify the process and provide meticulous and caring services. Each business counter of the branch has set up a green channel or exclusive service window for the elderly all year round, gradually improved the aging-friendly service facilities at the counter, posted elderly customer service signs in prominent locations, and equipped service facilities such as exclusive seats, reading glasses, and convenient medicine boxes. Achieve “greetings when you enter, seats when waiting, and expectations when queuing” to continuously improve the comfort and satisfaction of elderly customers. In addition, counter staff patiently listen to the needs of elderly customers, assist them with related business, guide and help customers fill out application forms or use electronic devices, respect the usage habits of the elderly, and improve customer convenience.

During the 2024 financial consumer rights protection education and publicity campaign, Taiping Life Insurance Tianjin Branch will focus on the theme of the activity to guide financial consumers to increase their awareness of rights protection, enhance their anti-fraud capabilities, promote the normalization of the popularization of financial knowledge, and safeguard the legitimate rights and interests of consumers.



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