Save the number+content to the 95598 summary table.
Confirm contact+identity
Confirm the demand, calm the mood and record the situation.
Confirm the specific location+more convenient contact information+agree on the on-site inspection time.
Indicate the demand of the distribution party: ask the other party to wait for a moment, and then hang up after the other party has finished speaking.
Record contact time
Template:
Hello. Excuse me, is this? ...
I'm sorry to bother you, but I work for State Grid Chongqing Nan 'an Electric Power Company. Have you submitted a work order for … to 95598? What's going on here?
Are you the property manager/resident/doorman of the community? Can you tell me the exact location? Can you leave me one of your mobile phones?
Our staff will visit you in these two days and contact you directly at the scene, okay?
I'm very sorry, this power outage is due to … Could you please give me some time to check and get back to you?
I'm sorry, this is our negligence. This failure is due to …, and our staff also worked very hard at the scene to repair it overnight, in order to better send you electricity …
Ok, I'll contact you when the staff goes to the scene. I wish you a happy life. Goodbye.
Reason for returning the order:
The first day contact time/verifier/where to go
1. After the distribution network is damaged, the damaged household appliances should be returned.
The contents include:
Arrival time on site within 24 hours/completion time of non-written treatment
The first day contact time/handler is a member of the emergency maintenance class.
Verify that the fault is caused by the power supplier and the customer's household appliances are damaged.
2. The geographical scope is close, but it is not under the jurisdiction of Nan 'an Electric Power Company.
Transfer to Guanghui (rural power grid), Yipin Power Supply Station, Changsheng Power Supply Station and Lujiao Power Supply Station.
3. It does not belong to the power outage of distribution network, and it is generally transferred to dispatching verification.
4. Substation switching power transmission and other conversion power transportation inspection room.
5. 1 10kV and above high-voltage lines shall be transferred to the transmission inspection room.
6. The construction party did not dismantle the facilities and handed them over to the construction party. Such as power transmission and transformation companies and municipal companies.
1. Handling situation, which is divided into untrue situations, and finally reply when handling.
2. Contact time on the first day, customer name and telephone number. The first day contact time of home appliance nuclear loss list is required to be no more than 24 hours, and the actual contact time is instant.
3. Verifier+Whether the situation is true.
4. Verify the site conditions. If it is true, the power supply line will be restored. Respond to the needs of users.
* The nuclear loss of household appliances should be related to the fault work order number, the time of stopping power transmission and the cause of the fault.
* Power outage information should be associated with power outage number, power outage equipment, parameter number, power outage reason, power outage type and power outage time.
5. The service application work order needs to fill in the planned rectification measures. And put it in the content.
6. Reply to customer information+customer contact information+customer satisfaction.
7. Add a handler
Tips:
:: Complaints about additional evaluation of work orders
* personal injury work order need to fill in the emergency work order disposal form, and contact the safety supervisor,
* The word "does not exist" cannot appear in the confirmed work order.
* The word "no personnel responsibility" will not appear in the work instruction without responsibility.
* There may be situations that customers don't understand.
Template:
1. power-off template
Handled: Mr. Zeng (13399858370) was contacted at 9: 30 on the first day of 2016-125/0. After verification by Wang Bin, a staff member of the power distribution inspection room, the customer reported that the office had received the information from/. The power supply line is120kV Dongluo line 20m00000 1 1837296 distribution room of Haitang xiao yue Community. The staff verified on the spot that the customer's Haitang xiao yue Community was hacked three times. First time:1October 20th, 10 kV Dongluo line is scheduled to be blacked out (blackout number: 2000).
From 8:00 to 18:00), the planned power outage is only the power distribution hidden trouble control project (station operation) in the back section of 10kv Dongluo line. The customer's electricity consumption belongs to the former part of the line, and the line was changed to standby during the power outage, resulting in a short-term power outage (power outage time: 20 16-65438). The second time: 654381October 20, the line resumed standby after the planned work (power outage time: 2016-kloc) The third time: on June 24th, 20 16- 10, the low-voltage overhead conductor of Dongluo line was disconnected due to the customer 10KV (involving fault work order: 20161024516645).
17:45 to 20:34), resulting in power failure. The power distribution inspection room has handled the fault in time and restored the normal operation of the line. The staff explained the above situation to the customer through 20 16- 10-25 (tel: 13399858370), and the customer expressed his understanding. In the future, the power supplier will strengthen the inspection of the line and do a good job in customer communication and explanation. This power outage is a fault and a planned power outage, so there is no personnel assessment. Agent: Wang Bin.
2. The customer doesn't understand the template
This is not the case. On the first day of 2016-10-316:17, I contacted Mr. Ye (13308327030). Yang Meng, a staff member of the power distribution testing room, verified that the computer hard disk damage caused by the power outage reflected by the customer was not true. On 20 16- 10-25, due to the burning of low-voltage cables, the customer's coral road community was overhauled. The power supply line is 10kV Wanguang wanda plaza No.3 switching station (fault number: 2016102551312529). Time for fault repair is 2016-/kloc-0.
10: 18 Failure handling completion time: 20 16- 10-25.
17:02). The CD-ROM drive and hard disk of the client computer have been damaged. After the damage, the customer has found someone to repair it and asked the power supplier for compensation.
The following contents have been patiently explained to customers for many times:1October 25th1.10 After power failure, the voltage does not fluctuate, and all users except customers have not reported the damage of household appliances; 2. Power failure will not damage the computer hard disk or optical drive, but will only affect the power supply, but the customer's power supply is not damaged; 3. The customer has repaired the equipment after finding the damage, and the power supplier cannot check the damage; 4. The customer reported daily maintenance on June 3rd 1 day,1day, and it has been six days since the power outage date, so it is impossible to verify the equipment damage. This power outage is a fault power outage, and the power supplier will not be responsible. I explained it to the customer on 1 1.2, but the customer said that he didn't understand. Handler: Yang Meng
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Send the weekly reservation information to the 95598 Quality Service Working Group every Thursday.