Qi Lu Wan Bao·2025-06-18 06:39Core Viewpoint - The insurance industry is becoming increasingly competitive, and a customer-centric service philosophy is essential for driving industry growth [4][6]. Group 1: Customer-Centric Service - Understanding and accurately meeting customer needs is a professional standard that every insurance practitioner must achieve to enhance customer satisfaction and stand out in the market [4]. - The story of Qi Maihua, a manager at Xinhua Insurance, exemplifies the importance of customer service and has inspired colleagues to improve service quality [4][11]. Group 2: Integrity in Service - Integrity is emphasized as the cornerstone of insurance services, with practitioners required to maintain truthful information and avoid misleading clients [6]. - Qi Maihua's decision to reject an insurance application from a client attempting to conceal health issues highlights the long-term value of integrity, resulting in three referrals despite potential short-term performance impacts [6]. Group 3: Service Innovation - Continuous service innovation is crucial for enhancing customer satisfaction, with practitioners encouraged to explore new service models to meet diverse customer needs [8]. - Qi Maihua has initiated various activities, such as "Policy Review" and "Daily Reading Club," to improve her professional skills and foster a sense of belonging among clients [8]. Group 4: Professional Team Development - The team led by Qi Maihua focuses on "Integrity, Professionalism, and Service" as core standards, emphasizing service quality and achieving impressive performance [11]. - Qi Maihua prioritizes team building and the cultivation of professionals with service awareness through regular training and assessment [11]. - The establishment of a comprehensive internal management mechanism ensures the efficiency and standardization of service processes [11].