中国银行银行客服中心员工培训体系优化研究.docxVIP

PAGE I河北金融学院2018 PAGE I PAGE 17 PAGE I PAGE PAGE 毕业论文中文摘要 中国银行客服中心员工培训体系优化研究 摘要： 现代金融业的发展要求企业除了产品质量不断提升之外，对于金融机构的服务质量也提出了更高的要求和挑战。金融行业已经逐步从过去的卖方市场转变为了买方市场，因此这就需要我国的金融机构特别是银行逐步改变经营策略，提升整体的服务水平，真正以服务取胜，用优质的服务换客户，赢取更多资源。本文以中国银行为例，阐述了员工培训体系研究的理论基础，分析了中国银行客服中心员工培训体系现状以及存在的问题，包括对员工培训不重视，缺乏健全的培训组织结构，培训管理缺乏专职化和规范化和客服中心员工培训方式单调且乏味等四个方面的问题；最后针对问题提出了中国银行客服中心员工培训体系优化策略，即提高内部员工对培训的认识，建立全过程员工培训考核体系，建立健全相关机制，将企业文化和员工培训结合起来。本文的研究对于中国银行乃至整个银行业的客服中心员工的培训都有重要的借鉴意义。 关键词：中国银行；客服中心；员工培训体系 PAGE 毕业论文外文摘要 Title Research on the optimization of staff training system in customer service center of bank of China. Abstract The development of modern financial industry requires enterprises not only to improve the quality of products, but also put forward higher requirements and challenges for the quality of service of financial institutions. The financial industry has gradually changed from the past sellers market to the buyers market, so it is necessary for our financial institutions, especially the banks, to gradually change the management strategy, improve the overall service level, win the service by service, exchange customers with high quality services, and win more resources. Taking the Bank of China as an example, this paper expounds the theoretical basis of the research on the staff training system, analyzes the current status and existing problems of the training system for the staff of the Chinese bank customer service center, including the lack of attention to the staff training, the lack of a sound training organization structure, the lack of full-time and standardized training management and the training of the customer service center staff. There are four problems in the way of monotonous and boring. Finally, the optimization strategy of the staff training system of the Chinese bank customer service center is put forward, that is, to improve the knowledge of the training of the internal staff, to establish the whole process of staff training and assessme