The improvement of power customer service is an important prerequisite to improve the quality of power supply service. Therefore, as an electric power enterprise, we must devote ourselves to strengthening the service concept and improving the quality of electric power service. Here are some related materials I shared for your reference.
1. Adhering to the service concept of customer first, it lays the foundation for providing high-quality and efficient services for power customers.
In order to promote the improvement of power customer service and improve the quality of power supply service, as a power enterprise in the new period, it must closely combine the needs of the development of the times, always take the customer first as the service concept, and take effective measures to improve the customer service level and power supply service quality. Therefore, as an electric power enterprise, we must do a good job in the following aspects: First, closely combine the actual needs of customers and provide personalized electric power services, which requires strengthening communication and exchanges with customers, grasping the ideological trends of electric power customers in time and ensuring the pertinence of electric power services. Therefore, as an electric power enterprise under the background of the new era, it should open the enterprise Weibo in time, select a special person to interact with power customers through opening the Weibo, and set up columns such as suggestions and fault repair. , so as to grasp the needs and thoughts of customers in time, so as to lay a solid foundation for providing targeted services for customers; Second, we are committed to creating a harmonious service range. In the whole power enterprise, all employees should not only do their jobs well, but also show their concern for customers in details. They should not only standardize their service behavior, but also rely on customers while serving customers, so as to share the service results with the vast number of power customers as much as possible, thus creating a harmonious service atmosphere in the whole power service process. For example, in view of the increasing number of empty nesters, power companies can send professionals to visit these elderly people regularly every month to provide them with special services such as power safety performance inspection and door-to-door electricity charge, and at the same time improve their service level, practice their sense of social responsibility and highlight their sense of social service; The third is to strengthen the care for electric workers. The development of power service requires the efforts of employees, who also belong to the customers of power enterprises. Therefore, as an electric power enterprise, it is necessary to strengthen the care for employees, grasp the problems they face in life and work in time, provide help as much as possible, get rid of their worries, participate in the work better, and serve more customers with a grateful attitude [1].
2. Improve the service mechanism system to inject strong impetus into improving the quality of power supply services.
First, go deep into communities, institutions, schools, enterprises and institutions and other places where power customers gather in time, conduct a questionnaire survey on the power services of power enterprises, find out their own shortcomings in the service process, and constantly improve the existing service mechanism system and existing service model in view of the existing shortcomings. In particular, the customer service center, as a functional department that communicates directly with customers, only needs to be continuously strengthened, especially in terms of technology, talents and funds. Focusing on power safety service and business development, we will constantly improve the existing business development process and its management mechanism system to better ensure the smooth development of communication and coordination among the three functional departments of customer service, electricity fee management and measurement management.
The second is to build a normal service mechanism and strengthen the level of customer service. In daily operation, electric power enterprises should strengthen self-analysis, invite customer representatives to actively participate in the evaluation of power supply service quality, build a normalized service mechanism, and strive to solve the problems existing in power marketing service, especially the problems such as difficult payment, irregular engineering service and overtime application for business development, and rely on the 95598 electric power service platform to ensure the normalization and standardization of service and promote the improvement of customer service level.
The third is to improve the supervision mechanism, take customers as the core, devote ourselves to the improvement of the social supervision system, publish the service quality supervision and report telephone number in time, expand the supervision subject on the basis of the existing supervision mechanism, not only invite major customers to participate in professional ethics supervision, but also communicate with local functional departments and news departments, and change from the traditional single supervision mode to the diversified supervision mode. And accept the supervision and suggestions from all walks of life in time, rectify their own shortcomings in time, and always take the improvement of power supply service quality as the premise to ensure the efficient development of supervision, thus winning the trust of more customers [2].
3. Strengthen training, strengthen awareness and improve effectiveness.
First, because the power service level is directly related to the professional skill level of power employees, in order to better solve the difficulties encountered by power customers in daily electricity consumption, it is necessary to strengthen the training of power employees, make them realize the importance of improving the power service level, strengthen their professional skills through training, and at the same time link performance appraisal with professional skills to stimulate their service awareness as much as possible.
Second, traditional power services are often passive services, which can only be provided when power customers request them. In addition, there are many power customers and limited personnel in power enterprises. Therefore, in order to get out of this backward service, electric power enterprises should strengthen the application of modern service models and concepts and constantly strengthen their role in modern service models through training. For example, in terms of payment, in order to facilitate customers to pay at any time and anywhere, power enterprises should strengthen cooperation with banks, credit cooperatives and other financial institutions, carry out convenience services such as electricity payment and online payment, change the traditional service mode of electricity collection, and require employees of power enterprises to effectively grasp the needs of relevant customers in this regard, provide a one-stop service mode, and simplify the handling process of such businesses, thus improving service efficiency and promoting the promotion of power marketing ability. At the same time, electric power emergency repair service is a long-standing problem. How to ensure the emergency repair work in the first time, we should devote ourselves to developing the power service mode of the power grid. This mode is mainly to set up a grid team within the power enterprise, divide the power supply area into multiple grids, and the members of the team are grid members, print the contact cards of grid members (front print the contact numbers and convenience service matters of grid members, and back print the unit and supervision phone numbers of grid members), and select a grid person in charge as the power customer service manager in each grid. We will provide services such as fault repair, business expansion and installation, collaborative service, electricity bill collection, safety inspection, etc. for all power customers in the whole network. We will always adhere to the concept of "people go to the power grid, and things should be done in the network", and strive to achieve management that is not outdated. We will promptly distribute all kinds of common sense, instructions and safety manuals to power customers in an illustrated way, post posters in prominent positions in the power grid, and implement grid management and services, instead of traditional passivity. Therefore, in order to better implement this model, it is necessary to continuously train the professional and technical level of power grid practitioners, so as to better promote the improvement of power service level.
4. Improve emergency plans and strengthen emergency drills.
In the operation of power facilities, many factors often affect the safety of power supply, so in order to better deal with all kinds of sudden power safety accidents. As an electric power enterprise, we should be prepared, constantly improve the emergency plan and do a good job in emergency drills. Especially for power enterprises in coastal areas, due to the influence of natural disasters such as typhoons, various power facilities often lead to one kind or another of power safety accidents. Therefore, as an electric power enterprise, we must simulate the impact of the accident in order to better cope with the losses caused by the accident, and at the same time strengthen communication with customers to gain their understanding as much as possible. For example, in order to cope with the large-scale power outage caused by typhoon, it is necessary to strengthen cooperation with meteorological departments in time and issue early warnings at different levels in time to simulate the occurrence of large-scale power outage caused by typhoon. Different departments and different types of work should cooperate sincerely to cope with its impact on us [3].
5. Conclusion
To sum up, only by continuously improving the service level of power customers can the quality of power supply service be better improved. As an electric power enterprise, we should improve the service level of electric power as much as possible to better meet the needs of the development of the times.
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