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延伸服务 ,是指在完成基本服务、实现保险基本功能的基础上为提高客户满意度而拓展或附加的服务 ,其作为保险服务的重要组成部分 ,近年来已经引起国内保险业界的高度重视。延伸服务具有附加性、超值性、差异性、无偿性、有限性等特性。搞好延伸服务有利于提高客户的满意度 ,培育忠诚客户群 ;有利于发挥比较优势 ,实现差异化经营 ;有利于更好地贴近和了解市场 ,增强公司的应变能力 ;有利于塑造优良品牌 ,增强核心竞争能力。保险公司应采取有效措施不断优化延伸服务
Extended service refers to the service extended or added to improve customer satisfaction based on the basic services and the basic functions of insurance. As an important component of insurance service, it has drawn great attention from the domestic insurance industry in recent years. Extension services with additional, value, diversity, gratuitous, limited and other features. Good extension of services will help improve customer satisfaction and cultivate a loyal customer base; is conducive to giving play to comparative advantages and realizing differentiated management; is conducive to getting closer and understanding of the market and enhancing the company’s resilience; is conducive to shaping good brands, Enhance core competitiveness. Insurance companies should take effective measures to continuously optimize the extension of services