Excellent service experience 1
With the increasingly fierce competition in various industries, especially in China's power supply industry, whoever has advanced information technology, scientific management methods, unique corporate culture and high-value quality services will be in an invincible position in the competition; Otherwise, it will be eliminated in the competition. From this, we can easily see the importance of corporate culture and quality service to power supply. Only by building our own unique corporate culture, enhancing core competitiveness, providing value-added services, meeting the growing needs of customers and retaining customers can we gain a foothold.
Through this study of quality service, I clearly understand what service is. Service is to wear the customer's shoes with the feet of the server. In other words, I want to think from the customer's point of view and meet the customer's needs. This is a service. And how to provide quality service to customers? This requires me to have a good sense of service and professional attitude, and achieve five diligence: eye diligence, oral diligence, ear diligence, hand diligence and leg diligence; Four good: good professional image, good service attitude, good service skills and good inquiry and answer; Three not afraid: not afraid of dirty, not afraid of fatigue, not afraid of trouble; Learn to be grateful and considerate of customers, think for customers, gain insight into opportunities, and complete the best service before customers express themselves.
Through this study, I understand the classification of customer needs, the different needs of different customers in different situations, and learn to distinguish these needs by observing words and observing colors, and provide different types of services for different types of customers according to the differences of customer types. By studying the standards and skills of service, I learned the workflow of power supply industry and the handling skills when encountering special situations (such as customer complaints). I understand the function and significance of smiling, and at the same time, I deeply understand that an excellent enterprise employee should have a good personal image, regulate his behavior with manners, work and daily etiquette, and keep himself a professional and elegant temperament all the time. I learned three communication skills (observation, listening and language), and understood that effective communication should be based on sincerity, starting from the heart and communicating with customers with love, so as to win the hearts of customers. In a word, attitude determines everything. Details determine success or failure. Smile changes fate. Culture creates brand. Communication starts from the heart. Politeness travels around the world. Service creates the future. These seven short sentences are exactly what I learned the most from this study.
Although the short study has ended, the real test for me has just begun. In the future work, I will, as always, be diligent, loyal, rigorous and pioneering, arm my mind with the advanced service concept I have learned, face the work with a positive and good attitude, serve customers with an elegant professional image, and improve my business skills and service skills through continuous learning.
Looking at the world and looking forward to the future, I will face the challenge with a brand-new attitude in the competition of the future society. In the process of operation and service, I will correct my mentality, treat customers with a smile and tolerance, impress customers with love, and create a brilliant future for electricity with quality service.
Quality service experience II
Quality service is the lifeline of power supply enterprises, which always attach great importance to quality service. In 2009, the company closely focused on expanding domestic demand and promoting local economic development, actively cooperated with the government to do a good job of "home appliances going to the countryside" service, innovated service measures, and strived to build a characteristic power supply service brand. Combined with the activity of "year of agency efficiency", the company vigorously publicized the enterprise service concept, shaped the new image of service, enhanced social affinity, and fully implemented the "zero-distance, all-weather, nanny-style, one-stop and family-friendly" power supply service measures.
First, actively carry out the "year of agency effectiveness" activities. In order to further create a high-quality, efficient and clean power service environment, better serve the economic development of agriculture, rural areas and farmers, and ensure the power demand of major projects and livelihood projects in the county, the company issued the Implementation Plan of Xinfeng Power Supply Co., Ltd. on Creating People's Satisfaction Service Windows, and all window units of the company implemented the system of no rest day and no lunch break. The customer service center has opened a 24-hour on-duty telephone number-95598, and business personnel can accept electricity at any time. Strictly implement the "first inquiry responsibility system" and "one-time notification system", implement the customer manager service system, and implement the service principle of "one foreign, one foreign, one foreign". All business windows fully accept "business expansion and change, inquiry and consultation, complaints and suggestions, maintenance and payment" and other businesses. The "one-stop" service is adopted, which changes the way that many departments and people complete all the work in series in the past, avoids the trouble of customers running for a long time, optimizes the workflow, reduces intermediate links and greatly improves the work efficiency; In order to ensure the reliable electricity consumption of urban and rural residents and uninterrupted emergency repair, the company actively fulfilled its service commitment, further improved the response speed of accepting emergency repair, improved the efficiency of emergency repair, and strengthened the assessment of the promised time limit for emergency repair to arrive at the site; Where there is a fault, whether it is late at night during the day, sunny, rainy and snowy weather, our emergency repair personnel will rush to the scene at the first time to restore the normal power consumption of users in time and implement all-weather power supply service.
The second is to do a good job of "home appliances going to the countryside" quality service. "Home appliances to the countryside" is an important measure to benefit farmers in building a new socialist countryside in China, and it is also an important decision to stimulate domestic demand and promote the sustainable development of social economy. The company set up a leading group of "Home Appliances Going to the Countryside" to provide quality service for power supply. Take the initiative to visit and publicize, solve the difficult and hot issues of "home appliances going to the countryside", move the transformer with unreasonable original layout to the load center, and improve the quality of power supply. For example, a 50KVA transformer in Cunkeng, Shang Zhen, and a 30KVA transformer in Huangkeng Village, Jiading Town all adopted this method to improve the voltage quality, and the company also invested 65,438+10,000 yuan. The rural areas such as Shili New Village and Huangkengguanluxia under the jurisdiction of Chengbei Power Supply Station were transformed with low voltage, which solved the problem of power consumption in areas with severe low voltage. Two transformers were added, and 10 kv line 1.43 km and 0.4 kv line 1.3 km were built, benefiting 569 households. In addition, the company also handled the electricity consumption related to "home appliances going to the countryside" through the "95598" hotline and power supply station, so as to do special things, which was followed up by "95598" to ensure that "everything is implemented and everything echoes" and won the praise of the masses by carrying out the "home appliances going to the countryside" activity.
The third is to carry out practical activities on the theme of "Youth and Bright Walk". Organize community voluntary service and harmonious action, have zero contact with electricity customers, communicate face to face, listen to the voices of electricity customers, and build a civilized, service and harmonious society. The company organizes youth league members and electric power volunteers to go into communities, schools, factories, mines, rural areas and other places to publicize the common sense of electricity use and the knowledge of safe and economical electricity use, and provide services such as electric power policies and regulations and electric power business consultation. , help solve customers' electricity difficulties and truly serve power customers at zero distance.
The fourth is to actively promote convenience services. 1 In view of the difficulty in paying customers' electricity bills, the company actively takes measures to increase multiple business charging windows to facilitate customers to pay fees and minimize the queuing time for payment. The company plans to add another business charging window in the urban area this year to effectively solve the problem of users' difficulty in paying fees; Second, since June this year, the company has implemented a "zero" power outage system for users who owe money in the first month. In the case of non-malicious arrears in the first month, the company tries its best to ensure the recovery of electricity charges by patiently doing customer work, rather than taking power outage reminders easily. And this year, the company cooperated with the telecommunications department to remind customers who owe money by SMS.
Experience of quality service 3
In order to fully implement the spirit of the video teleconference of the power supply service improvement project of State Grid Corporation and provincial companies, strive to practice the purpose of "four services" and improve the service awareness and level, our company actively carried out the discussion activity of "Quality service is the lifeline of the State Grid". The following ideas are available for reference:
First, focus on safety and strive to build a standardized safety service culture for power customers.
State Grid Corporation of China is not only an important state-owned enterprise with capital-intensive, talent-intensive and technology-intensive, but also an enterprise with the largest number of customers, the widest coverage, the highest service level and the highest service requirements. In modern society, electric energy has become a product that the whole society cannot get rid of. Therefore, it is the bounden duty of employees in power enterprises to provide first-class quality service to power customers. To establish the corporate culture of electric power enterprises, it is also necessary to take providing high-quality services to electric power customers as the top priority of cultural construction. Safety is the lifeline of electric power enterprises. In view of the power supply safety management of high-risk users, Manager Wang requested that the respective responsibilities of the company and users should be further clarified in strict accordance with the regulations, and notice should be given in place when high-risk users are involved in power failure. The power consumption of high-risk users should be reported to the relevant government departments at any time, and the original records should be kept. For users who do not meet the requirements, if the emergency power supply is not configured as required, power will not be sent. Attention should be paid to the management of user dispatchers and regular training should be organized for users on duty. In view of the project of stimulating domestic demand by rural power grid, Manager Wang stressed that it is necessary to strengthen supervision and inspection, and every county company on the construction site should send personnel to ensure that it is always under effective control. It is necessary to formulate specific measures to strictly distinguish the respective safety responsibilities of rural power departments and county companies to ensure that there is no dead end in safety management. Only when safety management is in place can we provide high-quality and efficient power for power customers and society.
The quality service of electric power enterprises is closely related to the improvement of economic and social benefits and the development of enterprises themselves. In order to do a good job of quality service persistently, we must build a heavy service culture within the enterprise instead of rushing headlong into it. First, continuously strengthen the quality training of all staff, promote the safe production of enterprises and improve the health level of equipment with the construction of "safety culture". Without the guarantee of enterprise safety production and first-class power grid facilities, providing customers with high-quality uninterrupted power supply can only be empty talk. Second, it is necessary to strengthen the construction of service standardization, so that the quality service work has "laws to follow and rules to follow". Only in this way can we avoid the disorder in service, prevent the service from not being in place, and avoid "ignoring the promise but not trusting the customer", which will have a negative impact on the enterprise. The third is to strengthen the efficiency of service work, not only to put an end to wrangling between internal departments, but also to prevent delays and improper inaction of departments and employees. To achieve this goal, the construction of "service culture" must be linked with the implementation of rules and regulations. Combine the improvement of staff quality, the transformation of power facilities and the promotion of distribution network construction, and make the cultural construction of power enterprises become living water and rooted.
Two, combined with their own positions to improve the concept of "quality service is the lifeline of the state grid".
First of all, we should put customers first, keep in mind the corporate philosophy of "people-oriented, loyal to enterprises and contributing to society", treat people sincerely in service, learn to smile, and serve with "high quality, convenience, standardization and sincerity", reflecting the high-quality connotation of "standardized process, efficient service, social satisfaction and good brand image". As a service window dealing directly with customers, the customer service room must implement the power supply commitment system. Clean and elegant business environment, friendly and enthusiastic service personnel, standardized first-class corporate logo, and high-quality and comprehensive service content can all bring good feelings to customers. In daily business processing, we should always take "Theory of Three Represents" as the guide, focus on quality service and honesty and trustworthiness, focus on improving professional ethics and family virtues, earnestly strengthen ideological and moral construction, strengthen management internally, provide quality services externally, and sincerely satisfy customers with smiles.
Third, strive to improve their service awareness and level, and make their due contribution to the construction of the company.
First, the service awareness of all staff needs to be strengthened. Both inside and outside the company should have a high-quality service concept and take care of the overall situation. Second, through training and guidance, improve the communication ability and skills between people and departments. Third, the management of quality services should be normalized.
In short, "excellent service is the lifeline of the State Grid". Only by constantly improving the level and consciousness of quality service, further strengthening the sense of responsibility and harmonious implementation can we promote the company's by going up one flight of stairs.