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The service mode for premium credit card clients from customer service associates-A case study of A company
Credit card Service
Service quality model
Taiwan's credit card market is increasingly mature and stable. Among the many companies, Company A is different from other card issuers in the market and insists on moving away from its usual style. Not only the annual fee, but also it is the only top black card ever issued on the market. In this study, we will use the relevant cases of Company A to combine the characteristics of responsiveness, communication, professionalism, reliability, proximity, reliability, and tangibility in the service quality model to find out the success factors of Company A's top credit card and determine what makes it the top credit card in Taiwan. The service makes recommendations. Case results show: 1. Through the characteristics of communication, understanding customer needs in depth, and providing comprehensive services in a timely manner can fully achieve service responsiveness 2. The extremely proficient integration of resources in various departments can provide customers with high quality services, making customers feel that the company's services are professional and reliable. 3. Getting close to customers and starting with what you will encounter in daily life. Assisting customers intimately can gain customer trust and build close relationships with them. 4. With the tangibility and professionalism of the service, the company is in the position to meet the customer's expectations of top credit card services. 5. Precisely anticipating the customer's position, providing additional services, and using expertise and resources to provide maximum assistance can establish good customer relationships, make customers feel trust and reliability, and thus bringing indispensable value. In summary, by accumulating experience of service personnel, we can gain insight into customer needs while providing excellent customers service. This, in turn, allows for service expectations to be consistently met. Additionally, by virtue of good service quality (reactivity, professional communication, reliablity, proximity, and tangibility) the relationship between customer service representatives and their customers improves, and ultimately enhance interaction between customers and Company A.
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