In order to ensure that the complaint channels of heat users are smoother and the problems reflected can be solved in time, heating units with a heating area of more than 500,000 square meters should set up a heating complaint center, and heating units with a heating area of less than 500,000 square meters should set up a special complaint hotline, arrange special personnel to be on duty 24 hours a day, ensure smooth telephone calls, and promptly accept and solve the problems reflected by users.
Special reminder: If there is a heating problem, it should be reported to the heating unit at the first time, and then to the district heating offices when it is not solved. District heating offices have the obligation to help you solve the problem. City heating office to solve the complaints of district heating office for comprehensive ranking assessment.
In terms of service management, three measures have been taken:
First, close to user service. All heating enterprises are required to publicize heating tips to users in the jurisdiction by issuing information cards and warm tips, and solve problems by themselves through the common sense they have learned.
The second is to follow up the return visit. According to users' demands and information, randomly select users to pay a return visit, master the treatment results of heating enterprises, and improve satisfaction.
The third is time-limited tracking and supervision. The supervision system for key issues has been established, and the supervision of letters and visits to Minxin.com and Minxin.com has been highlighted, and the satisfaction rate of users on complaint handling has been regarded as an important indicator of the year-end assessment of heating units. The Supervision Sheet was issued, requiring heating management departments at all levels and heating enterprises to arrange special personnel to handle it, so as to solve the claims of Minxin.com, Minxin.com and 12345 in time.
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