毕业论文：按揭经纪公司的客户服务
本项目的主要目的是研究按揭经纪公司的客户服务，并与其他提供类似服务的按揭经纪公司进行比较。通过这个项目，我想要达到的目的是分析抵押贷款经纪人的日常活动以及他们为客户提供的服务。为了实现这一目标，需要实现下列目标:
识别和评估抵押贷款经纪人为客户提供的服务
确定公司按揭经纪客户服务与其他公司按揭经纪服务的异同
确定提高抵押贷款经纪人客户服务水平的途径
根据Høst Knie,安徒生(2004),抵押贷款经纪人的客户服务成本有效和迅速提供所需贷款按财务要求。通过他们的研究，确定他们通过高效的贷款流程为客户提供灵活的随需应变的服务，有效的提高了成本管理和风险管理。使用抵押贷款经纪人的这些好处对借款人和贷款人(例如银行和金融机构)都是有益的。Marshall(2014)在反对这一观点的文章中指出，为了达到更高的客户满意度，抵押贷款经纪人在客户服务方面还有很多需要改进的地方。
用Amoako(2012)的话说，对现有抵押贷款经纪人进行培训，有助于提高客户服务质量及其对客户满意度的影响。这是因为培训课程可以有效地确保知识渊博、受过培训和专业的抵押贷款代理人在工作场所的存在，而这对于提高他们向客户提供的服务至关重要。在这方面，Marshall(2014)也指出，个性化的抵押贷款经纪人活动和与客户的实时聊天也可以有效地提高抵押贷款经纪人客户服务的质量和有效性。这背后的主要原因是这些策略的重要性，改善整个抵押贷款过程，降低其复杂性。
毕业论文：按揭经纪公司的客户服务
The main aim of this project is to study about the customer service of mortgage brokers and make its comparison with mortgage brokers of other companies who provided similar types of services. With this project, the intent that I want to achieve is to analyze regular activities of mortgage brokers and services that they provide to customers. In order to achieve this aim, the following objectives need to be accomplished:
To identify and evaluate services that mortgage brokers provide to customers
To determine similarities and differences in customer service of company’s mortgage brokers and service of other companies’ mortgage brokers
To determine ways of improving customer service of mortgage brokers
According to Høst and Knie, Andersen (2004), customer service of mortgage brokers has cost effective and quick to provide required loan as per financial requirement. From their research, it is determined that they provide flexible and on-demand services to the customer through the efficient loan process, which is effective to improve cost management and risk management. These benefits of using mortgage brokers are beneficial for both borrowers and lenders (e.g. banks and financial institutions). In opposing of this, Marshall, (2014) depicts that there are still various areas for improvement in customer service of a mortgage broker in order to achieve higher levels of client satisfaction.
In the words of Amoako (2012), training of existing mortgage brokers can be useful to improve the quality of customer services and their impact on customer satisfaction. It is because training sessions can be an effective way to ensure the presence of knowledgeable, trained and expert mortgage agents at the workplace, which is critical to enhance services that they provide to customers. In this regard, Marshall, (2014) also states that personalized mortgage broker campaigns and live chat with clients can also be effective to quality and effectiveness of customer service of mortgage brokers. The main reason behind this is the significance of these strategies in improving entire mortgage lending process by reducing its complexity.
