第4部份：客戶服務

正確答案 / Correct Answer: D

• 優質客戶服務貫穿整個保險業務流程，包括銷售前諮詢、投保服務、保單管理及理賠協助等。
• 良好的客戶服務能建立長遠的客戶關係，提高客戶忠誠度，並透過口碑效應帶來新客戶轉介。
• 在競爭激烈的市場環境中，客戶服務是差異化競爭的重要因素。

• Quality customer service runs throughout the entire insurance business process, including pre-sale consultation, insurance services, policy management and claims assistance.
• Good customer service builds long-term client relationships, increases customer loyalty, and generates new client referrals through word-of-mouth.
• In a competitive market, customer service is an important factor for differentiation.

正確答案 / Correct Answer: C

• 根據保險業監管局（Insurance Authority，IA）的規定，保險中介人向客戶提供佣金回扣屬違規行為。
• 佣金回扣是指保險中介人將其所獲得的部分佣金回饋給客戶，作為誘因促使客戶購買保險。
• 此做法被認為不公平競爭，並可能損害客戶的保障利益（客戶可能為了回扣而購買不適合的產品）。

• Under the regulations of the Insurance Authority (IA) of Hong Kong, offering commission rebates to clients is a regulatory breach for insurance intermediaries.
• Commission rebating refers to an intermediary returning part of their commission to the client as an inducement to purchase insurance.
• This practice is considered unfair competition and may harm the client's protection interests (clients may purchase unsuitable products in exchange for rebates).