Summary of quality power service work

Summary of quality electric power service work

A summary is a written material that summarizes and summarizes the performance of study, work and life over a period of time. It can prompt us to think. It is better to quietly Make up your mind to write a summary. So what should the summary include? The following is a summary of high-quality electric power service work that I have compiled. It is for reference only. Everyone is welcome to read it.

Summary of high-quality electric power service work 1

The electric power industry is closely related to thousands of households, and is closely related to social production and life. In recent years, with the continuous development of social economy, we have deeply felt that all walks of life and users have higher requirements for power supply and service quality. "Further improving the service quality of employees and developing high-quality services in all aspects" has become the company's mission An important way to improve corporate image and improve quality service levels. In accordance with the requirements of relevant documents at all levels on improving quality services, in the process of carrying out quality service promotion activities, the company insists on facing the society and serving users, working hard to ensure government assurance and customer satisfaction, constantly standardizing service behaviors, innovating service methods, and improving services. mechanism, improve service capabilities, and make the company's high-quality service work a process of serving the people, a process of serving society, and a process of improving and enhancing the corporate image.

1. Establish a 95598 customer call center and improve the quality service organization

In order to improve the standardized management level of the company's marketing department and continuously meet customer needs for power supply services under the new situation, better To provide customers with better service levels, the company established the 95598 call center on October 21, 20xx.

The establishment of the 95598 call center is a new starting point in the company’s history of high-quality service. Customers have achieved remarkable results in conducting business consultations and reporting faults through the 95598 customer service hotline. Since 20xx, it has accepted 1,325 fault repair reports, 2,121 business consultations, a customer satisfaction rate of 100% for return visits, a total of 3,500 calls, and a call completion rate of 97.93.

2. Actively carry out the work of ensuring power supply during holidays.

In accordance with the relevant document requirements of leaders at all levels on ensuring power supply during holidays, the company actively carries out the work of ensuring power supply during holidays. In 20xx, we mainly completed the "New Year's Day", "Spring Festival", "Qingming Festival", "Water Splashing Festival", "May Day", "Children's Day", "Torch Festival", "Mid-Autumn Festival", "National Day" and so on. Ensure power supply during holidays.

On December 9, 20xx, our city’s 15th Spiritual Civilization On-site Conference was fortunately held in our county. In order to ensure that the meeting was successfully held, the company immediately organized personnel to prepare a power supply protection plan and measures to ensure power supply. At the same time, a conference organization for power supply protection was established to implement on-site power supply protection work. Due to insufficient power supply facilities, in order to ensure continuous and reliable power supply at the venue, the company immediately applied to the Power Supply Bureau to borrow a power generation vehicle as an emergency power supply vehicle for the venue. On December 8, 20xx, it organized an emergency drill to ensure power supply as soon as the power generation vehicle was in place.

In this work of ensuring power supply, the company's power supply personnel have always been on the front line of ensuring power supply. In order to ensure reliable power supply for the party rehearsal, they started at 8:00 on December 1, 20xx and continued until 12 The party will end at 24:00 on November 11th. This fully demonstrated my electric worker's steel-like persistence and determination to solve and complete the task. It is precisely with such a group of power supply personnel that the 15th on-site spiritual civilization conference of our city was successfully held.

3. Seriously carry out business expansion and installation, and fulfill service commitments

In 20xx, the company will focus on integrity construction, deepen quality services, and further strengthen the management of quality services as the basis. The goal is to standardize service standards and comprehensively improve customer service awareness, professional quality and work level. We strive to provide users, especially large industrial customers, with safe, high-quality, convenient, standardized and honest services, optimize business processes, meet the needs of development, and establish a good social image of the enterprise.

In 20xx, *** handled 1,013 users, with a total installed capacity of 16,006KVA, including 64 10KV special substation users, with a reported installed capacity of 11,630KVA; 953 low-voltage businesses, with a reported installed capacity of 4,376KVA; handled 97 accounts were renamed and transferred; 108 accounts were canceled.

On October 25, 20xx, after receiving the application for capacity increase from the county cement plant, the power supply service class of the Electric Power Marketing Department immediately organized relevant personnel to conduct an inspection of the work site on October 26, and based on customer The installed load provided will be reviewed and approved for the power supply plan, and the power supply plan reply will be completed on November 3. After that, we actively contacted customers to track the progress of customer design work, and helped coordinate matters related to operation and access work. The operation was completed on December 4.

4. Full participation, power supply and drought relief

In 20xx, our province suffered a severe drought that occurred once in a century. With the people of the county actively participating in drought relief work, in order to further deepen the The company's high-quality service work for drought relief and power supply has established the company's good image of "responsible power grid" and "serving Yunnan". The company's special affairs have opened a green channel for expansion of the drought relief and power supply industry, simplifying the installation procedures and improving the timeliness of power processing. Summary of high-quality electric power service work 2

High-quality service is the lifeline of power supply companies, and power supply companies always attach great importance to high-quality service work. In XX, the company focused on expanding domestic demand and promoting local economic development, actively cooperated with the government to provide "home appliances to the countryside" services, innovated service measures, worked hard to create a distinctive power supply service brand, and vigorously promoted the corporate service concept in conjunction with the "Year of Institutional Efficiency" activities. , create a new image of service, enhance social affinity, and comprehensively implement the "zero-distance, all-weather, nanny-style, super-conventional, one-stop, family-friendly" power supply service initiatives.

First, actively carry out the "Organization Effectiveness Year" 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 for major projects and people's livelihood projects in the county, the company issued (Xinfeng County According to the implementation plan of the Power Supply Co., Ltd. on creating a "service window that satisfies the masses"), the company's window units implement a no-rest day and no-lunch break system. The customer service center has a 24-hour hotline - 95598, and the sales staff accept applications for electricity at any time. and service requirements. Strictly implement the "first inquiry responsibility system" and "one-time notification system", promote the account manager service system, and implement the service principle of "one-stop service, internal transfers but not external transfers". All business windows fully accept "business expansion changes, inquiries and consultations, Complaints and suggestions, repair reports and payment” and other services. Adopting a "one-stop" service has changed the way in the past that multiple departments and multiple people completed various tasks in series, avoiding the trouble of "multiple runs" and "long waits" for customers, optimizing the work process and reducing intermediate links. , greatly improving work efficiency; in order to ensure reliable electricity use for urban and rural residents and ensure uninterrupted repair reports, the company actively fulfills its service commitments, further improves the response speed of accepting faults and repairs, improves the efficiency of fault repairs, and strengthens the assessment of the promised time limit for repairs to arrive at the site; where In the event of a failure, no matter it is day or night, sunny, rainy or snowy, our emergency repair personnel will rush to the scene as soon as possible to restore normal power to users in a timely manner and implement all-weather power supply services.

The second is to provide high-quality services for “home appliances to the countryside”.

"Home Appliances to the Rural Areas" is an important measure to benefit farmers in my country's construction of a new socialist countryside. It is an important decision to stimulate domestic demand and promote sustainable social and economic development. The company has established the "Home Appliances to the Rural Areas" power supply Quality Service Leadership Group.

Actively visit and publicize to solve the difficult and hot issues of "home appliances going to the countryside", and adopt the method of relocating the transformers with unreasonable layout to the load center to achieve the purpose of improving the quality of power supply, such as the original 50kva transformer in the village pit in the town The original 30kva transformer in Huangkeng Village, Jiading Town used this method to improve voltage quality. The company also invested more than 100,000 yuan to carry out low-voltage transformation in rural areas such as Shili New Village and Huangkeng Guan Road under the jurisdiction of the North City Power Supply Station. , solved the electricity problem in Taiwan areas with severe low voltage conditions, added 2 new transformers, built 1.43 kilometers of 10kv lines, and 1.3 kilometers of 0.4kv lines, and benefited 569 households from the transformation. In addition, the company also handles the electricity consumption matters related to the "Home Appliances to the Rural Areas" through the "95598" hotline and various power supply stations, and handles special cases. "95598" will follow up and return visits, ensuring that "everything is implemented and everything is responded to." ”, through the launch of the “Home Appliances to the Rural Areas” campaign, it has won unanimous praise from the masses.

The third is to carry out practical activities with the theme of "Youth and Brightness".

Organize and carry out community volunteer service and harmonious actions, have zero contact with electricity customers, communicate face-to-face, listen to the voices of electricity customers, carry out civilized government construction, and serve the construction of a harmonious society. The company organizes youth league members and electricity loving volunteers to go into communities, schools, factories, mines, rural areas and other places to voluntarily promote common sense of electricity use and knowledge of safe and energy-saving electricity use, and provides services such as electricity policies and regulations, electricity business consulting, etc., to help solve customers' electricity problems. Difficulty, truly serving power customers at zero distance.

The fourth is to actively promote convenient services.

1. In response to the difficulty in paying customers’ electricity bills raised in the previous section, the company has actively taken measures to add multiple business charging windows to facilitate customers’ payment and minimize the payment queuing time. The company plans to Add another business charging window within the urban area to effectively solve the problem of users' difficulty in paying fees;

2. Starting from June this year, the company implemented a "zero" power outage system for users' first month's arrears, which provides electricity customers with In the case of non-malicious arrears in the first month, we try our best to ensure the recovery of electricity bills by patiently working with customers to collect payments, and do not take power outage reminders easily. This year, the company has cooperated with the telecommunications department to collect arrears. of electricity customers use text messages to send friendly reminders.

The fifth is to hold a symposium with key corporate customers.

On May 20, the company held a XX annual key corporate customer symposium with the theme of "We are in the same boat as the economy responds to the crisis, and we work hand in hand to seek development." We sincerely invite all guest representatives to discuss The power supply company provides valuable opinions and suggestions in all aspects of power work management and power supply services to help our company improve service quality and service levels. Accept advice with an open mind, open up the floor, listen carefully to the objectionable words, eliminate the barriers between each other through direct communication, and further deepen the understanding, trust and support between the power supply enterprises and the majority of power customers; the electricity issues raised by customers at the meeting Provide explanations and replies, and deal with problems that cannot be solved on-site immediately after the meeting, and actively rectify problems exposed in power supply supervision and complaints and reports, and provide timely feedback and follow-up visits, so that "everything is answered and everything is settled." , achieving unanimous satisfaction from electricity customers.

Sixth, promote the power supply service card and account manager service system.

In XX, the company produced a power supply service card for front-line employees of the power supply station. The card announced the 95598 customer service hotline, the emergency repair phone number of the power supply station, and the contact number of the person in charge of the station area, and also provided information to users in the corresponding power supply station area. Central distribution allows users to have multiple channels to provide power and keep in touch at any time, so as to instantly solve users' electricity difficulties. At the same time, the company has also adopted further service methods for important customers. It has implemented a point-to-point account manager service system for large customers and important customers. It actively maintains contact with customers on a regular basis and conducts comprehensive analysis of power grid operation conditions, power supply load conditions and local power consumption. The customer's electricity bill and other data are notified to the customer in a timely manner. When there are abnormalities in the power grid operation or bad weather conditions, the customer is proactively asked whether the customer's electricity usage is affected and whether they need help, so as to provide customers with nanny-style services to the maximum extent.

Summary of the work of high-quality electric power services 3

Summary of the work of the "Harmonious Electric Power, Integrity of Earth Power" Quality Service Publicity Month The power supply is related to thousands of households, and the electric power industry is closely related to social production and life. In recent years, with the continuous development of social economy, we have deeply felt that all walks of life and customers have put forward higher requirements for power supply and service quality. As the power department, how to "further improve the service quality of employees and provide all-round and in-depth high-quality services" is the eternal theme of our work. According to the requirements of the Provincial Local Electric Power Group Company and the ** Working Committee on carrying out quality service promotion month activities, our bureau insists on being oriented to the society and serving users in the process of carrying out quality service promotion month activities, working hard to satisfy the people and reassure the government, and constantly standardize Service behavior, innovative service means, perfect service mechanism, enhance service capabilities, make overall high-quality service work a process of serving the people, a process of serving society, and a process of improving and enhancing the corporate image. Here is a brief report on the quality service work carried out by the ** County Electric Power Bureau as follows.

1. Standardize service behavior and continuously improve the construction of rules and regulations.

According to the opinions of the provincial company and the **Working Committee on the arrangement of the quality service promotion month, our bureau promptly formulated the "** County Electric Power Bureau Quality Service Monthly Plan" to further organize the time, content, measures and persons in charge. clarification; the "Customer Service Standards" were issued to regulate the appearance, behavior, window service, and phone answering behavior of window service personnel; the "** County Electric Power Bureau Ten Commitments System for Power Supply Services" was issued. In order to further implement the social service commitment, increase the supervision of the high-quality service work of the window units, continuously improve the quality service level, provide face-to-face electricity services to electricity customers, and realistically solve the difficulties and problems of customers in the process of electricity use, The "Leader's Reception Day System" was implemented to determine the 27th of each month as the leader's reception day; six relevant quality service work specifications, standards, procedures and assessment systems including the "** County Electric Power Bureau Quality Service Assessment Detailed Rules" were issued, basically forming a practical system The system regulates service behavior and uses the system to regulate the long-term mechanism of service process.

2. Strengthen employee education and improve awareness of quality services.

While focusing on quality service work, our bureau continues to strengthen the ideological education of employees, especially service window personnel and front-line service employees. It requires production service teams to carry out quality service work while carrying out safety production activities. As an important part of the work, the bureau leaders made surprise inspections of the service windows more than ten times, and went to the emergency repair team for the first time to conduct service awareness education and inspection and supervision. The Party branch and the Youth League branch of the bureau implement quality service ideological education as a content of the ideological and moral education of party members and *** Youth League members. Through service education, the employees' awareness of quality service is greatly improved and the consciousness of quality service is improved. Organize the top business hall staff to study the "Customer Service Standards" carefully, focusing on the requirements for dress, appearance, manners, reception, conversation, service, communication, and basic civilized language, so that the "Customer Service Standards" can be used throughout daily life at work. In the business hall, electricity charging standards and service procedures are disclosed, and business and service complaint hotlines are opened and announced. The business hall is equipped with a customer rest area, water dispenser, and customer writing desk. In order to facilitate customers to fill in the business registration form, we have added a customer service desk in a prominent location to further facilitate customers to fill in various business forms.

3. Implement responsibilities and strictly implement the assessment system.

According to the division of responsibilities of each department, our bureau assigns the responsibility for quality service work to each specific responsible department. In the monthly performance appraisal, we strictly implement the quality service assessment rules formulated by the bureau and punish those who violate relevant regulations. Departments and specific responsible persons conduct performance appraisals in accordance with regulations, report and criticize irregularities in customer service at **Power Supply Station, and impose a penalty of *yuan/person on the responsible person. The second is to include high-quality service work as an important part of the party style and clean government responsibility system, and sign the responsibility system at all levels. Based on the bureau's self-inspection and self-evaluation and the inspections of relevant superior departments, the evaluation of high-quality service work will be the bureau's responsibility. An important basis for departmental evaluation and evaluation.

4. Conduct in-depth investigations, enhance communication, and improve quality service levels.

According to the "Leader Reception Day System" and other systems formulated by our bureau, we adopt the method of going out and inviting in, and conduct in-depth investigations on * household electric power customers, strengthen communication with customers, and understand customers' opinions on The needs of power supply services have been solved, and the existing problems in quality service work have been solved, and the service style in business style construction has been improved. During the publicity month, the bureau leaders and relevant functional departments went to relevant government departments five times to solicit opinions and suggestions* from government departments on the construction of our bureau’s work style, and to understand the requirements of electricity customers for power supply services and existing problems and measures that need improvement, and solve some specific difficulties and problems encountered on site. Re-hired * work style supervisors and established a long-term working mechanism; organized and carried out the service campaign of "hundred marketers visited thousands of electric power customers, bureau leaders visited hundreds of work style supervisors, and the power supply station served thousands of households" , visited residential customers* households, visited other electric power customers* households; carried out electricity regulations, electricity price policies, business application procedures, safe electricity use, electricity conservation promotion and acceptance of user complaints in counties and townships, and distributed promotional materials *Cost; carry out electricity "poverty alleviation" activities for the disabled, orphaned elderly, military martyrs, model workers and special disadvantaged groups who are in real difficulties. Through massive momentum and strong promotion, the "Quality Service Promotion Month" activity has truly been brought to a new climax.

At the same time, it is determined to hold at least two symposiums with industry supervisors and customer representatives every year to report the power supply and consumption situation, enhance communication with customers, and extensively solicit customer opinions. Every year, we organize work style supervisors to go deep into the power supply business windows and towns to conduct overt and covert inspections and satisfaction assessments. Entrust a social survey agency (third party) to evaluate customer satisfaction and conduct a comprehensive analysis of service quality. By carrying out a series of visits, overt and covert visits, satisfaction evaluations and holding symposiums to solicit opinions, we can classify and sort out the problems existing in quality service and work style construction, and conduct careful analysis. , take corresponding rectification measures to make rectifications, and effectively solve the problems in the industry such as civilized words and deeds, service quality, electricity prices, and environmental sanitation by conscientiously fulfilling the "Ten Commitments", disclosing customer complaint hotlines, and holding regular customer symposiums. The outstanding problems existing in this area have continuously improved the corporate image of our bureau in the minds of customers. By issuing evaluation forms and surveying customers, a total of 2365 questionnaires were issued and 2346 were recovered. According to statistics, the customer satisfaction rate reached 98 above. At the same time, the ** department is responsible for tracking and supervising hot issues such as the adjustment of light power ratios that have received strong feedback from the masses, and urges households to go to the power supply station to make rectifications within a time limit.

5. Provide sincere service to ensure the implementation of orderly use of electricity.

Our bureau has taken a variety of measures to do everything possible to ensure power supply. When formulating an orderly power consumption plan, we have repeatedly solicited the opinions of relevant government departments. The power department has taken the lead and organized all levels of society and typical important customers. Discuss and demonstrate the orderly power use plan, fully listen to the suggestions and opinions of all parties in society, and formulate a more scientific orderly power use plan. During the publicity month, the leaders of our bureau and relevant functional departments visited major customers four times to understand whether there were any problems with the customers’ electricity plans and whether they had any good suggestions. In view of the special production characteristics and delivery time needs of pharmaceutical companies, the power supply plan is appropriately adjusted to reflect the characteristics of personalized power services, which has been recognized by government authorities and praised by customers. During the publicity month, we plan to eliminate safety hazards* and adjust the power supply plan*.

6. Expand high-quality customer service functions.

Through telephone services, fax services and other forms, we strive to realize customer electricity business inquiries, power failure repairs, electricity business inquiries, electricity business acceptance, customer complaints and suggestions, arrears collection and information Service functions such as notifications, power outage announcements, customer return visits and satisfaction surveys present a relatively complete, efficient and quick-response service system, which has been unanimously praised by customers.

We will handle the business of new installations, capacity additions and changes in electricity consumption through the business hall. The time for handling customer charging business shall not exceed * minutes, and the time for handling electricity consumption business shall not exceed * minutes. The service hotline is at Pick up the phone and make a call within * ringing tone. Strictly implement the duty system, provide 24-hour power failure repair service, and strictly implement the ten commitments when arriving at the fault site. Planned maintenance and outages of power supply facilities will be announced to the public within 7 days.

7. Build a strong power grid to ensure power supply.

Our bureau is located in the hinterland of Japan, and the power distribution failure rate has been high for a long time. Frequent failures, planned power outages and other reasons have made the power supply reliability rate unable to meet the requirements. This year, we will increase our efforts to * The district's 10kv and 0.4kv distribution lines have made technological improvements to reduce the occurrence of accidents. At the same time, every time a power outage is planned for a distribution line, the emergency repair department cooperates with the construction department to clean up line insulators to improve power supply reliability.

As of the end of March, the overall electricity sales volume has been *10,000 kwh, a year-on-year increase*, accounting for * of the annual task target; sales revenue has been *10,000 yuan, a year-on-year increase*; the average electricity price has been * yuan /kkwh, a year-on-year increase of *yuan/kkwh. Reviewing and summarizing the practice of our bureau’s quality service promotion month activities, we have three insights. First, the top leaders of the party and government attach great importance to it and personally work on it, and establish an effective normal operation mechanism, which is an important guarantee for high-quality service work; second, focusing on software construction with one hand and hardware construction with the other, integrating the two, is an important guarantee for high-quality service work. The third is to grasp the shape, grasp the models, grasp the carrier, and apply the work and results to society and the people, which is an inexhaustible driving force to carry out high-quality service work. We will carry out service activities throughout the entire marketing process, provide customers with convenient, fast, and high-quality services, and promote electricity sales and enhance the energy supply of the ** Electric Power Bureau in the supply area through high-level, high-quality pre-sales and after-sales services. competitiveness in the market and expand the power market, thereby achieving the purpose of improving the economic benefits of enterprises.

(1) It is necessary to quickly change the concept, break the idea that "the emperor's daughter has no worries about getting married", firmly establish the "customer-centered" awareness, comprehensively improve service quality and service level, and attract customers to use it more electricity.

(2) Establish a complete and scientific marketing system as soon as possible to comprehensively improve the quality of marketing personnel. Strengthen the market awareness, service awareness, competition awareness and marketing skills of marketing personnel, strengthen training for existing personnel, establish a last-place elimination mechanism, implement competition for employment, survival of the fittest, and continuously replenish high-quality personnel.

(3) Strengthen business windows to ensure reasonable layout of business outlets and complete service facilities. Simplify electricity handling procedures and work procedures, improve work efficiency, shorten the electricity installation and connection cycle, and ensure that users receive satisfactory services in all aspects of electricity handling, electricity purchase, and electricity consumption.

(4) Improve the level of science and technology, develop and apply advanced service facilities and means, and establish a marketing management data center as soon as possible to realize computerization and automation of the entire marketing business process, and ultimately enable customers to meet their needs. Without leaving home, you can sit at home and use the phone or the public Internet to conduct electricity services, purchase electricity, report for repairs, consult and other services, and realize automatic payment of electricity bills using bank networks, IC (credit) cards, public Internet and other means. pay.

(5) Strengthen the construction of the power grid, improve the reliability of power supply, ensure the safe operation of the power grid, and achieve continuous, stable and safe power supply. Reasonably arrange the planned maintenance time, improve the level of maintenance, minimize the number and time of maintenance outages, and establish a fast repair service team to provide all-weather, full-process, and all-round fast services for troubleshooting.

High-quality service is a necessary condition for the sustainable development of an enterprise, and it is also our work pursuit. In the future, we will adhere to our social service commitments, establish a good industry atmosphere, and promote our bureau's various departments with first-class service performance. career development.

April 4, XX;