4. 1.3. 1 The service modes of the power supply business hall are: ① face to face, ② telephone, ③ written message, ④ fax, and ⑤ customer self-help. 4. 1.3.2 service mode setting standard
A) The service modes of the power supply business hall should be diversified.
B) The service modes that power supply business halls at all levels must have are as follows:
1) Class A, B and C business halls: the first to fifth service modes. 2) Class D business hall: the first, third and fifth service modes.
C) When the D-level business hall has the "customer self-help" service mode, it can provide 24-hour service according to local conditions and customer needs. 4. 1.4 service personnel
4. 1.4. 1 The service personnel of the power supply business hall include: ① the business hall supervisor, ② the business receiver, ③ the toll collector, ④ the security guard, ⑤ the guide and ⑤ the cleaner.
4. 1.4.2 service personnel setting standards
A) The service personnel in the power supply business hall shall be qualified through pre-job training before taking up their posts. A-level hall needs ① ~ ③ level service personnel.
Have a college degree or above, and obtain a certificate of Putonghua proficiency test level 3 or above. B) The service personnel required by power supply business halls at all levels are as follows:
1) Class A business hall: 1 ~ 6 service personnel.
2
)
B
Class I business hall: ① ~ ⑤ service personnel.
three
)
C
Class A business hall: ① ~ ③ service personnel.
four
)
D
Class B business hall: three or four service personnel.
4. 1.5
Service environment
4. 1.5. 1
The functional partitions of the power supply business hall include:
①
Business processing area,
②
Toll area,
③
Business backlog area,
④
Exhibition area,
⑤
consult
Discussion area, ⑥
Guide area, ⑦
Customer self-help area.
4. 1.5.2
Set standards for the service environment
a
)
The service environment of the power supply business hall should be unified by the State Grid Corporation.
five
Logo, in line with the "national grid brand promotion and application"
Book "
、
The overall style of "Opinions on the Pilot Work of Popularization and Application of Visual Identification System of State Grid Corporation" should be distinct and unified.
First of all, it is striking.
b
)
Power supply business halls at all levels must have the following functional partitions:
1
)
A
、
B
Class I business hall: functional areas ① ~ ⑦.
2
)
C
Class I business hall: functional areas ① ~ ④.
three
)
D
Class I business hall: second, third and fourth functional areas.
c
)
Setting standards for each functional partition of power supply business hall:
1
)
Business processing area: generally located in the position facing the main entrance of the hall, and its reception desk should be semi-open.
2
)
Toll area: generally adjacent to the business handling area, corresponding safety measures should be taken. There should be a meter on the ground of the toll area to welcome guests.
When the flow of people is large, guide guardrail should be set to guide the flow of people reasonably.
three
)
To-be-done business area: comfortable tables and chairs in harmony with the overall environment of the business hall, as well as customer desks and publicity.
Information rack, newspaper rack, water dispenser, suggestion box (book), etc. The client's desk should have writing tools and written instructions for the registration form.
Fan samples, etc. Place free promotional materials.
four
)
Exhibition area: promote science to customers through brochures, advertising boards, electronic multimedia, physical display and other forms.
Electricity knowledge, service function and mode introduction, post discipline announcement, service commitment, service and complaint telephone, publicity and publicity.
Tell all kinds of service information, show energy-saving equipment, electricity facilities, etc.
five
)
Negotiation area: Generally, it is a semi-enclosed or fully enclosed space, and it should be equipped with a comfortable table that is in harmony with the overall environment of the business hall.
Chairs, drinking fountains, publicity materials racks, etc.
six
)
Guide area: it should be set next to the entrance of the hall and equipped with queuing machines.
seven
)
Customer self-service area: it should be equipped with corresponding self-service terminal facilities, including touch screen, multimedia inquiry equipment and self-service payment terminal.
Wait a minute.
d
)
The power supply business hall should be clean and bright, with reasonable layout, comfortable and safe, so as to achieve "four clean and four no"
The ground is clean, the desktop is clean and the walls are clean.
The surface is clean and the facade is clean; No dust, no scraps of paper, no sundries and no peculiar smell. "
. There is no rubbish and sundries in front of the business hall, and it is not allowed to be posted at will.
Printed matter.
2
)
B
Class I business hall: ① ~ ⑤ service personnel.
three
)
C
Class A business hall: ① ~ ③ service personnel.
four
)
D
Class B business hall: three or four service personnel.
4. 1.5
Service environment
4. 1.5. 1
The functional partitions of the power supply business hall include:
①
Business processing area,
②
Toll area,
③
Business backlog area,
④
Exhibition area,
⑤
consult
Discussion area, ⑥
Guide area, ⑦
Customer self-help area.
4. 1.5.2
Set standards for the service environment
a
)
The service environment of the power supply business hall should be unified by the State Grid Corporation.
five
Logo, in line with the "national grid brand promotion and application"
Book "
、
The overall style of "Opinions on the Pilot Work of Popularization and Application of Visual Identification System of State Grid Corporation" should be distinct and unified.
First of all, it is striking.
b
)
Power supply business halls at all levels must have the following functional partitions:
1
)
A
、
B
Class I business hall: functional areas ① ~ ⑦.
2
)
C
Class I business hall: functional areas ① ~ ④.
three
)
D
Class I business hall: second, third and fourth functional areas.
c
)
Setting standards for each functional partition of power supply business hall:
1
)
Business processing area: generally located in the position facing the main entrance of the hall, and its reception desk should be semi-open.
2
)
Toll area: generally adjacent to the business handling area, corresponding safety measures should be taken. There should be a meter on the ground of the toll area to welcome guests.
When the flow is large, guide guardrail should be set to guide the flow of people reasonably.
three
)
To-be-done business area: comfortable tables and chairs in harmony with the overall environment of the business hall, as well as customer desks and publicity.
Information rack, newspaper rack, water dispenser, suggestion box (book), etc. The client's desk should have writing tools and written instructions for the registration form.
Fan samples, etc. Place free promotional materials.
four
)
Exhibition area: promote science to customers through brochures, advertising boards, electronic multimedia, physical display and other forms.
Electricity knowledge, service function and mode introduction, post discipline announcement, service commitment, service and complaint telephone, publicity and publicity.
Tell all kinds of service information, show energy-saving equipment, electricity facilities, etc.
five
)
Negotiation area: Generally, it is a semi-enclosed or fully enclosed space, and it should be equipped with a comfortable table that is in harmony with the overall environment of the business hall.
Chairs, drinking fountains, publicity materials racks, etc.
six
)
Guide area: it should be set next to the entrance of the hall and equipped with queuing machines.
seven
)
Customer self-service area: it should be equipped with corresponding self-service terminal facilities, including touch screen, multimedia inquiry equipment and self-service payment terminal.
Wait a minute.
d
)
The power supply business hall should be clean and bright, with reasonable layout, comfortable and safe, so as to achieve "four clean and four no"
The ground is clean, the desktop is clean and the walls are clean.
The surface is clean and the facade is clean; No dust, no scraps of paper, no sundries and no peculiar smell. "
. There is no rubbish and sundries in front of the business hall, and it is not allowed to be posted at will.
Printed matter.
4. 1.6 service facilities and supplies
4. 1.6. 1 The service facilities and supplies of the power supply business hall include:
1
Business hall lintel, 2 business hall nameplates, 3 business hall time boards, 14 business hall background boards, 5 crash barriers, 16 clock and calendar boards, 7
"Business" and "Rest" signs, 895598 double-sided small light boxes, 19 functional area signs, 20 no-smoking signs, 1 business personnel post signs, 2 "service suspension" signs, 3 employee introduction columns, 14 display signs, 5 suggestion boxes (volumes), 65433. 19 publicity materials and promotional materials racks, 20 water dispensers, 2 1 newspaper racks, 22 trash cans (recyclable and non-recyclable), 23 "slide carefully" signs, 24 convenience umbrellas, 25 guardrails, 26 self-service payment terminals, 27 display screens, 28 multimedia inquiry devices, 29 queuing machines, and 20 self-service payment terminals.
4. 1.6.2 Setting standards of service facilities and supplies
A) The service facilities and supplies required by power supply business halls at all levels are as follows:
1) Class A business hall: 1 ~ 32 service facilities and supplies. 2) Class B business hall: service facilities and articles 1 ~ 29. 3) Class C business hall: 1 ~ 23 service facilities and supplies.
4) Class D business hall: service facilities and supplies items 2, 3, 5, 7, 8, 1 1 2, 14, 15, 19, 20, 22.
B) All service facilities and articles shall conform to the application specifications of visual identification system and brand elements, as well as the specific standards of some facilities and articles.
For details, please refer to the Handbook of Brand Promotion and Application of State Grid.
C) All facilities and articles shall be neatly arranged, cleaned and disinfected in time.
D) At night, the national grid sign and the 95598 double-sided small light box should be bright and easy to identify.
E) Signs of "in business" or "in rest" shall be set at the entrance of the power supply business hall, and signs of "out of business" shall be set at the business counter.
Cards.
F) Signs of functional areas should be eye-catching, which can be marked in Chinese and English when necessary, and ethnic minority areas should be equipped with pairs of Chinese and ethnic characters.
Should be identified.
G) In case of temporary failure of service facilities operated by customers, there should be obvious prompt language and timely repair. 4.2 SC02/95598 Power Supply Service Hotline
95598 power supply service hotline is a 7×24-hour telephone service hotline provided by power supply enterprises for power customers.
4.2. 1 service network layout
The 95598 power supply service hotline is managed by the provincial network company, and a centralized power supply service center is built with the provincial network company as the unit. 4.2.2 Service functions
95598 power supply service hotline should provide customers with services such as fault repair, consultation, complaint, report and suggestion acceptance, power outage information announcement, customer information update and information subscription through voice navigation; Pre-acceptance of new clothes, capacity change to electricity, school meter application and other services, and has the function of outbound call.
Service mode.
4.2.3. 1 95598 service modes include: ① customer self-service, ② manual telephone, ③ short message, ④ recorded message, ⑤ e-mail and ⑤ fax.
Set the standard of service mode in 4.2.3.2.
The 95598 power supply service hotline should manually accept customer fault repair for 7×24 hours.
B) For the first, third and sixth service modes, the 95598 power supply service hotline shall provide uninterrupted service for 7×24 hours. 4.2.4 Service personnel
A) 95598 service personnel include: general seats and expert seats, and foreign language or national language seats are set according to customer needs. B) 95598 service personnel should have a college degree or above, obtain a certificate of level 3 or above in Putonghua proficiency test, and receive pre-job training.
Qualified. 4.2.5 Service environment
A) Adopt a unified guiding language "Hello, welcome to call the power supply service hotline of State Grid ×× Company". Such as "Hello, welcome to call.
State Grid Fujian Power Supply Service Hotline ". B) When customers are waiting for traffic, they should play soft music.
C) The hierarchical menu level of automatic voice navigation should be controlled within 5 levels, and the options of "Manual Manual" and "Return to Superior" must be set for each level of menu.
Project. The key setting standard is: manual service, press "0"; Return to the parent menu and press *. D) After the manual service is connected, "Seat XXX is at your service" should be broadcast. E) When broadcasting multiple messages, the customer should be prompted to "press any key to stop listening". F) Broadcast "Please hang up after service" when there is no follow-up operation.
4.3 SC03/ Online Business Hall
Online business hall is a way for power supply enterprises to provide services to customers through the network. 4.3. 1 service network layout
A) Online business halls are arranged by provincial companies.
B) The online business hall shall provide customers with 7×24 hours uninterrupted service.
4.3.2 Service functions
4.3.2. 1 The service functions of the online business hall include: member registration or certification, electricity fee payment, consultation and inquiry, information announcement, information subscription, pre-acceptance of new clothes application, capacity expansion and switching to electricity, and acceptance of complaints and suggestions. Set the standard of 4.3.2.2 service function.
A) Except for information announcement, other functions are only open to registered or certified users of the website.
B) The online business hall shall provide explanatory materials for handling various businesses, and relevant forms shall be convenient for customers to fill in or download. C) The online business hall shall be equipped with a navigation service system for the convenience of customers. service mode
4.3.3. 1 The service modes of online business hall are: ① customer self-help, ② website message and ③ email. Set the standard of service mode in 4.3.3.2.
A) Customer self-help: Customer identity should be verified to ensure that customer information will not be leaked; Self-service payment service should ensure the safety of customers' funds.
All of them.
B) Website messages: customer messages and replies should be filed so that customers can find information within 6 months. C) E-mail: E-mail should be filed. 4.3.4 Service personnel
A) The online business hall should be equipped with a website receptionist (95598 seats can be part-time). B) Website receptionists should have college education or above and have passed pre-job training.
4.3.5 Service environment
A) The webpage interface of the online business hall should be marked with the words "State Grid" and "Power Supply Customer Service".
B) The division of service functional areas of online business halls should be scientific, reasonable, concise and humanized. Web page production needs intuitive and bright colors.
Fast, each service function partition should have obvious color system distinction. 4.4 SC04/ Customer Site
Customer on-site service channel refers to a way for service personnel of power supply enterprises to provide services where customers need them.
4.4. 1 service function 4.4. 1. 1 function category
On-site services include: handling new installation, capacity expansion and power consumption change, fault repair, electricity fee collection, watt-hour meter calibration, electricity consumption guidance, power supply guarantee, service information notification, power outage consultation for special line customers, providing electricity fee forms, accepting complaints, reports and suggestions. 4.4. 1.2 service function setting standard
Fault maintenance should provide 7×24 hours uninterrupted service. Other service functions are generally provided to customers during working hours. Service mode.
On-site services include face-to-face, telephone and SMS.
4.4.3 Service personnel
A) According to the specific service functions provided, the customer's on-site service personnel include: on-site survey personnel, intermediate inspection and acceptance personnel.
4.4.4. 1 On-site service facilities and supplies include: ① warning signs, ② signs such as safety fences, and ③ mobile POS machines. Set standards for service facilities in 4.4.4.2.
A) On-site service facilities and supplies shall be clearly marked with "State Grid" and "95598 Power Supply Service Hotline".
B) When working in public places, safety measures should be taken, signs of the construction unit and safety signs should be hung, and polite expressions should be provided; on the road
When working on both sides, eye-catching warning signs should be placed at appropriate positions.
C) Conditional units can use mobile POS machines to charge customers for electricity. 4.5 SC05/ Banks and other institutions
The service channels of banks and other institutions refer to the specific service channels that power supply enterprises entrust banks, communication operators and other institutions (hereinafter referred to as institutions) to provide electricity fee collection and related services. 4.5. 1 service network layout
We should consider cooperating with many institutions to extend and supplement the self-owned business halls of power supply enterprises.
4.5.2 Service functions
A) The service functions of this institution include: electricity charge collection, electricity charge inquiry, electricity bill and billing service. B) The business outlets of the agency shall provide services in strict accordance with the agreement signed with the power supply enterprise. service mode
A) The service modes of the agency include: counter and customer self-help; B) The agency shall announce the business hours of the electricity fee collection window.
4.5.4 Service environment
The business outlets of the agency should have the right to operate entrusted by the power enterprise, and hang the sign of "Power Supply Enterprise Entrusted Authorization" in the business window. 4.6 SC06/ Community and other channels
Community service channel is a way for power supply enterprises to provide services to customers by using residential community service network.
4.6. 1 service network layout
All power supply enterprises should comprehensively consider factors such as customer demand, existing service network layout and actual service capacity in the power supply area, and rationally arrange community service points.
4.6.2 Service functions
Including: consultation, electricity guidance, information announcement (power outage information announcement, electricity common sense publicity, etc.). ), delivery of electricity bill reminder notice, customer self-service payment (optional), acceptance of customer complaints, reports and suggestions, etc. service mode
A) The ways of community service include: face-to-face and customer self-help.
B) The power supply enterprise shall stipulate the community service hours and announce them to the community residents in advance. 4.6.4 Service personnel
A) Part-time or full-time community attendants can be established for community service. B) Community service personnel should have relevant knowledge of power industry.
Service facilities and supplies
A) Community service facilities and supplies include: service information bulletin boards, publicity materials and self-service payment terminals (optional). B) Service facilities and supplies shall be clearly marked with "State Grid" and "95598 Power Supply Service Hotline". 5 service project setting standards
5. 1 SI0 1/ New installation, expansion and change of electricity service 5. 1. 1 service content
Power supply enterprises uniformly accept customers' new installation, capacity expansion and change of electricity consumption business according to their electricity demand. Among them, power consumption changes include: capacity reduction, suspension, temporary replacement, relocation, meter shifting, temporary demolition, transfer, household division, household division merger, household division cancellation, voltage change, category change, temporary power consumption and municipal administration.
Power installation personnel, fault repair personnel, power supply support personnel, power consumption guidance personnel, collection personnel, etc. B) The customer's field service personnel shall pass the corresponding pre-job training before taking up their posts.
Service facilities and supplies
5. 1.2 service personnel
Including: business receptionists, 95,598 seats, website receptionists, account managers, field surveyors, drawing review and acceptance personnel, electrical installation personnel, toll collectors, electricity inspectors, etc.
5. 1.3 service channels
Including: power supply business hall, 95598 power supply service hotline, online business hall and customer site.
5. 1.4 service flow
5.1.4.1si 01-01/New installation, capacity expansion, capacity reduction and temporary replacement.
The process of this service sub-item is: from accepting the customer's application, making the power supply plan through on-site investigation, collecting the relevant operating expenses from the customer, drawing review, intermediate inspection, completion acceptance, signing the power supply contract, installing the electricity meter, filing the customer's application materials, and returning to visit, and ending the service.
5. 1.4.2 SI0 1-02/ Volume reduction recovery and temporary replacement recovery
The process of this service sub-item is: from accepting customer application, making power supply plan after on-site investigation, drawing review, intermediate inspection, completion acceptance, signing power supply and consumption contract, installing meters and connecting electricity, filing customer application materials, returning visit and ending the service.
5. 1.4.3 SI0 1-03/ Suspension and temporary demolition
The process of this service sub-item is: from accepting customer applications, through on-site investigation, handling power outage procedures, on-site meter dismantling, equipment sealing, filing customer application materials and other process links, the service ends.
5. 1.4.4 SI0 1-04/ Suspension of recycling and reassembly
The process of this service sub-item is as follows: from accepting the customer's application to the end of the service after on-site investigation, handling the power outage procedures, charging the customer for related business expenses, temporarily dismantling and restoring the site, installing electricity meters, unsealing the equipment, filing the customer's application materials and other process links.
5. 1.4.5 SI0 1-05/ transfer
The process of this service sub-item is: from accepting the customer's application, through on-site investigation, signing the power supply contract, filing the customer's application data and other process links, the service ends.
5. 1.4.6 SI0 1-06/ account cancellation
The process of this service sub-item is: from accepting the customer's application, after on-site investigation, dismantling the collection terminal or disconnecting the meter, paying the relevant settlement fees, filing the customer's application data and other process links, the service ends.
5. 1.4.7 SI0 1-07/ Reclassification
The process of this service sub-item is: from accepting customer applications, through on-site investigation, signing power supply and consumption contracts, installing electricity meters to connect electricity, filing customer application materials and other process links, the service ends.
5. 1.4.8 SI0 1-08/ Relocation, table moving, household separation, household merger and pressure change
The process of this service sub-item is: from accepting the customer's application, after on-site investigation, making the power supply plan, charging the customer related operating expenses, drawing review, intermediate inspection, completion acceptance, signing the power supply contract, installing (replacing) the electricity meter, filing the customer's application data, and returning to visit, the service ends.
5. 1.4.9 SI0 1-09/ Temporary power consumption for the project.
The process of this service sub-item is: from accepting the customer's application, making the power supply plan through on-site investigation, collecting the relevant operating expenses from the customer, drawing review, intermediate inspection, completion acceptance, signing the power supply contract, installing the electricity meter, filing the customer's application data, and returning to visit, and the service is over.
5.1.4.10si01-10/No temporary power consumption for the project.
The process of this service sub-item is: from accepting the customer's application, collecting relevant operating expenses from the customer through on-site investigation, signing a power supply contract, installing an electric meter to connect electricity, filing the customer's application materials, paying a return visit and ending the service.
5.1.4.11si 01-1/temporary power consumption delay
The process of this service sub-item is: from accepting the customer's application, through on-site inspection, collecting relevant operating expenses from the customer and signing for the supply.