新形势下商业银行与客户纠纷及处理.docxVIP

摘要 新的国内外形势下，商业银行享受更多机遇的同时，也面临着新的纠纷情况。他们来自于外国银行先进的服务经营模式的冲击、国家利率市场化改革带来的存贷利差缩小对纠纷发生概率的增加以及客户对服务品质要求的日益提高与商业银行相对滞后的经营服务水平等，这些都使得商业银行经营服务环境日趋复杂，商业银行迫切需要对自身经营服务理念进行改革。全新出现的“碰瓷式”、“躺枪式”“监管失位”等新的纠纷形式，进一步加大了商业银行处理纠纷的难度和成本，扩大了商业银行的经营风险。面对新的形势和新的挑战，商业银行首先应不断的对自身的经营服务理念进行改革，建立健全规章制度，去更好的适应新的经济环境；加强内部监管，更好的管控内部风险；坚持“以制度管人”，增强上下联动，提高自身运营效率；加强对自身员工的培训，不断提高员工的技能和道德素质，从而提高自身服务质量和水平；同时也要打造自身的危机公关团队，更好的处理纠纷。而商业银行只有始终坚持从自身着手，坚持向“服务型”银行转变，不断的去提升自身服务质量和水平，才是解决与客户纠纷的根本出路。关键词：商业银行纠纷预防处理 AbstractUnder the new situation at home and abroad, enjoy more opportunities at the same time, commercial Banks also face new risks and challenges. The impact of foreign Banks, the national market-oriented interest rate reform, as well as customers requirements for service quality is increasing day by day, makes commercial Banks increasingly complex business service environment, commercial Banks urgently need to reform their business service concept. New racketeer type, innocent lost regulatory new form of dispute, such as further increased the difficulty of the commercial Banks to deal with disputes and costs, expand the management risk of commercial Banks.Facing the new situation and new challenges, commercial Banks should first continuously to reform its own business service concept, to establish and perfect rules and regulations, to better adapt to the new economic environment; Strengthen internal supervision, a better control of internal risk; At the same time also to create their own crisis management team, better handling disputes. Only always adhere to the commercial Banks from their own hands, adhere to the service-oriented bank change, constantly to improve its service quality and level, is the fundamental way out for solving disputes with customers.Key words:commercial banks contradictions prevent and manage目录摘要IAbstractII目录III导论1一、新形势下，商业银行面临的新的纠纷来源1(一)外资银行的优质服务对我国商业银行的冲击1(二)国内利率市场化的改革增加了纠纷的发生概率及频率2(三)客户日益提高的要求与商业银行相对滞后的经营服务水平2二、商业银行与客户纠纷的新情况及具体案例3(一)数量持续性增长3(二)纠纷种类日益繁多