Summary of power quality service work

Summary is a kind of written material that summarizes and summarizes the performance of study, work and life in a period of time. Can make us think, it is better to calm down and write a summary. So what should be included in the summary? The following is my summary of power quality service for reference only. Welcome to reading.

Summary of power quality service 1 The power industry is 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 deeply feel that all walks of life and users have higher requirements for power supply and service quality. "Further improving the service quality of employees and carrying out quality service in all directions" has become an important way for the company to establish its corporate image and improve its quality service level. According to the requirements of relevant documents at all levels on improving quality service, the company insists on facing the society and serving users, strives to reassure the government and satisfy customers, constantly standardizes service behavior, innovates service means, improves service mechanism and enhances service ability, so as to make the company's quality service become a process of serving the masses, society and improving and enhancing corporate image.

First, establish 95598 customer call center and improve quality service institutions.

In order to improve the standardized management level of the company's marketing department, continuously meet the customer's demand for power supply service under the new situation, and better provide customers with better service level, the company established a 95598 call center on 20xx 65438+ 10/0.

The establishment of 95598 call center is a new starting point in the company's high-quality service history, and customers have made remarkable achievements in business consultation and fault repair through 95598 customer service telephone. Since 20xx, we have accepted fault repair 1325 times, business consultation 2 12 1 time, customer satisfaction rate 100%, total telephone traffic 3,500 times, and the connection rate is 97.93%.

Second, actively do a good job in ensuring power supply.

According to the requirements of relevant documents of leaders at all levels on ensuring holiday power supply, the company actively carries out holiday power supply work. 20xx mainly ensures the power supply for New Year's Day, Spring Festival, Tomb-Sweeping Day, Songkran Festival, May Day, Children's Day, Torch Festival, Mid-Autumn Festival, National Day and other festivals.

20xx65438+February 9th, the 15th on-site meeting of spiritual civilization in our city was held in our county. In order to ensure the smooth convening of the meeting, the company immediately organized personnel to prepare the power supply guarantee scheme and measures, and at the same time set up a meeting power supply guarantee organization to implement the on-site power supply guarantee work. Due to the lack of power supply facilities, in order to ensure the continuous and reliable power supply of the venue, the company immediately applied to the power supply bureau to borrow the generator car as an emergency power supply vehicle for the venue, and organized an emergency power supply drill immediately after the generator car arrived on February 8, 20xx 65438.

In this power supply security work, the company's power supply security personnel have always adhered to the front line of power supply security. In order to ensure the reliable electricity consumption for the rehearsal of the party, it will start at 8: 00 on February 1 day of 20xx and last until the end of the party at 24: 00 on February1day. It fully shows my electrician's iron determination to solve the task. It is with such a group of power supply personnel that the 15th on-site meeting of spiritual civilization in our city was successfully held.

Third, seriously carry out business development and newspaper installation to fulfill service commitments.

In 20xx, the company focused on the construction of honesty, based on deepening quality service and further strengthening quality service management, aiming at standardizing service standards and comprehensively improving customer service awareness, professional quality and work level. Strive to provide users, especially large industrial customers with safe, high-quality, convenient, standardized and honest services, optimize business processes, meet development needs, and establish a good social image of enterprises.

20xx * * * handles users 10 13 households with a total capacity of 16006KVA, of which 10KV private subscriber service with a capacity of11630kva; 953 low-voltage enterprises with a registered capacity of 4,376 KVA; ; 97 households were renamed and transferred; Cancel 108 households.

20xx65438+1October 25th, the power supply service class of the electric power marketing department immediately organized relevant personnel to inspect the work site on June 26th, 65438+1October 26th, and approved the power supply scheme according to the reported load provided by customers, and on June 3rd165433. After that, he actively contacted the customer, tracked the development of the customer's design work, helped coordinate matters related to debugging and access work, and completed the debugging on February 4, 65438.

Four, full participation, power supply and drought relief

In 20xx, our province suffered a once-in-a-century drought. With the people in the county actively engaged in drought relief work, in order to further deepen the quality service of drought relief power supply and establish the company's good image of "responsible power grid" and "serving Yunnan", the company's special affairs office opened up a green channel for expanding the registration and installation of drought relief power supply industry, simplified the registration and installation procedures and improved the power supply efficiency.

Overview of Power Quality Service 2 Quality service is the lifeline of power supply enterprises, which have always attached great importance to quality service. Focusing on expanding domestic demand and promoting local economic development, the company actively cooperates with the government to provide "home appliances to the countryside" service, innovates service measures, and strives to build a characteristic power supply service brand. Combined with the activity of "year of agency efficiency", the company vigorously publicized the concept of enterprise service, created a 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 for Creating People's Satisfaction Service Windows by Xinfeng Power Supply Co., Ltd.), 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 at noon, sunny, rainy or snowy, 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 the harmonious action of community voluntary service, have zero-distance contact with electricity customers, communicate face to face, listen to the voices of electricity customers, build a civilized society and serve the construction of a 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.

The fifth is to hold a symposium for key enterprise customers.

On May 20th, the company held the XX annual symposium for key enterprise customers with the theme of "Help each other in the same boat and seek common development", and sincerely invited all the guests to give more valuable opinions and suggestions on all aspects of power management and power supply services of the power supply company, so as to promote our company to improve service quality and level. Easy education means being open-minded, listening to unpleasant words carefully, eliminating the barriers between them through face-to-face communication, and further deepening the understanding, trust and support between power supply enterprises and the vast number of power customers; At the meeting, the customer's electricity consumption problems were explained and answered on the spot. Problems that can't be solved at the site will be dealt with immediately after the meeting, and the problems exposed in power supply supervision and complaints will be actively rectified, and feedback will be given in time to pay a return visit, so as to achieve "everything is echoed and everything is settled" and achieve the unanimous satisfaction of power users.

The sixth is to promote power supply service card and customer manager service system.

In XX, the company made a power supply service card for front-line employees of power supply station. The 95598 customer service hotline, the emergency telephone number of the power supply station and the contact telephone number of the person in charge of the power supply station are published on the card, and distributed among the users of the corresponding power supply station, so as to facilitate users to keep in touch with each other at any time and solve the power consumption difficulties of users immediately. At the same time, the company also took further service measures for important customers, implemented a point-to-point account manager service system for large customers and important customers, kept in touch with customers regularly, and informed customers of the power grid operation, power supply load, electricity consumption and other data of local customers in a timely manner. In case of abnormal power grid operation and bad weather conditions, the company actively asks customers whether electricity consumption is affected and whether they need help, and provides nanny service to customers to the maximum extent.

Summary of Power Quality Service Work 3 "Harmonious Power, Honest Use of Electricity" Quality Service Publicity Month Work Summary Power supply is related to thousands of households, and the power industry is closely related to social production and life. In recent years, with the continuous development of social economy, we deeply feel that all sectors of society and customers have put forward higher requirements for power supply and service quality. As an electric power department, how to "further improve the service quality of employees and carry out high-quality services in all directions" 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 the quality service publicity month, our bureau insists on serving the society and users, making efforts to satisfy the masses and reassure the government, constantly standardizing service behavior, innovating service means, perfecting service mechanism and improving service ability, so as to make the comprehensive quality service work a process of serving the masses, serving the society and improving and enhancing the corporate image. The quality service work of * * County Electric Power Bureau is briefly reported as follows.

First, standardize service behavior and constantly improve the construction of rules and regulations.

According to the opinions of the provincial company and the * * Working Committee on the arrangement of quality service publicity month, our bureau timely formulated the quality service month plan of the * * County Electric Power Bureau, further clarifying the time, content, measures and responsible persons; Issue the Customer Service Specification to standardize the gfd, behavior, window service and telephone answering behavior of window service personnel; The "Ten Commitment Systems for Power Supply Services of * * County Electric Power Bureau" was issued. In order to further implement the social service commitment, strengthen the supervision of window units' quality service, continuously improve the quality service level, provide face-to-face electricity service for electricity customers, and effectively solve the difficulties and problems in the process of electricity consumption for customers, the "leadership reception day system" is implemented, and the 27th of each month is determined as the leadership reception day; Six specifications, standards, procedures and assessment systems related to quality service, such as Detailed Rules for Assessment of Quality Service of * * County Electric Power Bureau, have been issued, and a long-term mechanism has basically been formed to standardize service behavior by system and service process by system.

Second, strengthen employee education and raise awareness of quality service.

While paying attention to quality service, our bureau has continuously strengthened ideological education for employees, especially service window personnel and front-line service personnel, requiring production service teams to take quality service as an important content while carrying out safety production activities. Bureau leaders raided the service window for more than ten times, and went deep into the repair team to carry out service awareness education and inspection and supervision. The Party branch and Youth League branch of the Bureau will implement the ideological education of quality service as a part of the ideological and moral education of party member and * * * *. Through service education, employees' awareness of quality service will be greatly improved. Organize the staff of the business hall to seriously study the customer service standards, focusing on the requirements of dress, appearance, manners, reception, conversation, service, communication, basic civilized language, etc., so that the customer service standards run through their daily work. The charging standards, working procedures, opening and publishing business and service complaint telephone numbers of public electricity charges in the business hall. The business hall is equipped with a customer rest area, a water dispenser and a customer desk. In order to facilitate customers to fill in business registration forms, we set up a customer service desk in a conspicuous position to further facilitate customers to fill in various business forms.

Three, the implementation of responsibility, strict assessment system.

According to the division of responsibilities of each department, our bureau will implement the responsibility of quality service to each specific responsible department. In the monthly performance appraisal, the detailed rules for quality service appraisal formulated by the Executive Board shall be strictly implemented, and the departments and specific responsible persons who violate the relevant regulations shall be assessed according to regulations, and the irregularities in customer service of * * power supply company shall be informed criticism, and the responsible persons shall be punished by * yuan/person. The second is to incorporate quality service into the important content of the responsibility system for party style and clean government construction, and sign the responsibility system at different levels. According to the bureau's self-examination and self-evaluation and the inspection of the higher authorities, the evaluation of quality service work is regarded as an important basis for the bureau to evaluate the responsible departments first.

Four, in-depth investigation, strengthen communication, improve service quality.

According to the "leadership reception day system" formulated by our bureau, go out, please come in, conduct in-depth investigation with power customers, strengthen communication with customers, understand customers' demand for power supply services, solve problems in quality service, and improve service style in professional ethics construction. During the publicity month, bureau leaders and relevant functional departments visited the relevant government departments five times to solicit some opinions and suggestions from the government departments on the work style construction of our bureau, understand the requirements of power customers for power supply services, existing problems and measures that need improvement, and solve some specific difficulties and problems on the spot. Re-employ * professional ethics supervisors and establish a long-term working mechanism; Organized and carried out the service activities of "100 salesmen * * * visited thousands of power customers, bureau leaders visited 100 moral supervisors, and power supply stations served thousands of households", visited residential customers * households and visited other power customers * households; Carry out publicity activities such as power regulations, electricity price policies, business installation procedures, safe use of electricity, saving electricity, accepting user complaints, etc. * times in county and township stations, and distribute publicity materials * copies; Carry out power "poverty alleviation" activities for the disabled, widowed old people, families of martyrs, model workers and special vulnerable groups with real difficulties. Through great momentum and strong promotion, the "Quality Service Publicity Month" has really reached a new climax.

At the same time, it is determined to hold at least two seminars for supervisors and customer representatives every year to inform the power supply situation, improve communication with customers and solicit customers' opinions. Organize supervisors to go deep into the power supply business window and towns to conduct unannounced visits and satisfaction evaluation every year. Entrust social investigation institutions (third parties) to evaluate customer satisfaction and comprehensively analyze service quality. Through this series of visits, unannounced visits, satisfaction evaluation and forum solicitation activities, the problems existing in quality service and work style construction are sorted out, carefully analyzed and corresponding rectification measures are taken. By conscientiously implementing the "Ten Commitments", publishing customer complaint telephone numbers, and holding customer symposiums on a regular basis. Effectively solved the outstanding problems in civilized words and deeds, service quality, electricity charges, environmental sanitation and other aspects in the industry, and constantly improved the corporate image of our bureau in the eyes of customers. Through the distribution of evaluation forms, customers were investigated, and 2365 questionnaires were distributed and 2346 were recovered. According to statistics, the customer satisfaction rate is over 98%. At the same time, the hot issues such as the adjustment of lamp power ratio, which are strongly reflected by the masses, are tracked and supervised by the * * department to urge the power supply station to rectify * households within a time limit.

Five, sincere service, to ensure the orderly implementation of electricity.

Our bureau has taken various measures to ensure power supply by all means, solicited the opinions of relevant government departments many times when formulating an orderly power consumption plan, and the power department took the lead in organizing all sectors of society and typical important customers to discuss and demonstrate the orderly power consumption plan, fully listened to the suggestions and opinions of all sectors of society, and worked out a more scientific and orderly power consumption plan. During the publicity month, the leaders of our bureau and relevant functional departments visited key customers four times to find out whether there are any problems in the customer's electricity consumption plan and whether there are any good suggestions. In view of the special production characteristics and delivery requirements of product enterprises, the power supply scheme has been properly adjusted, which embodies the characteristics of personalized power service and has been affirmed by government departments and praised by customers. During the publicity month, * * * plans to eliminate potential safety hazards and adjust the power supply scheme *.

Sixth, expand the quality service function of customers.

Through telephone service, fax service and other forms, we strive to realize the service functions of customer electricity business inquiry, power outage repair, electricity business inquiry, power business acceptance, customer complaints and suggestions, arrears reminder and information notification, power outage notification, customer return visit, satisfaction survey and so on, showing a relatively complete, efficient and fast response service system, which has won unanimous praise from customers. Customers handling new clothes, capacity expansion and switching to electricity should be accepted by one phone from the business hall. It takes no more than * minutes to handle customer charging business and no more than * minutes to handle power consumption business. The service phone will go off-hook and talk within * tone. Strictly implement the duty system, provide 24-hour power outage repair service, arrive at the fault site in strict accordance with the ten commitments, and announce the power outage of power supply facilities to the public within 7 days.

Seven, the construction of a strong power grid, to ensure power supply.

Our bureau is located in the hinterland of * *, and the failure rate of distribution is high for a long time, with frequent failures and planned power outages, and the reliability of power supply can not meet the requirements. This year, the technical transformation of distribution lines in * area 10kv and 0.4kv will be intensified to reduce the occurrence of accidents. At the same time, the emergency repair department will cooperate with the construction department to clean up the line insulators every time the distribution lines are scheduled to be blacked out, so as to improve the reliability of power supply.

By the end of March, the cumulative electricity sales reached * 10000 kWh, up *% year-on-year, accounting for *% of the annual task target; Sales revenue reached * million yuan, a year-on-year increase of *%; The average electricity price is * yuan/kWh, up * yuan/kWh year-on-year. Looking back and summarizing the practice of our bureau's quality service publicity month, I have three experiences. First, the top leaders of the party and government attach great importance to it and personally establish an effective normal operation mechanism, which is an important guarantee for quality service; Second, paying attention to software construction and hardware construction, and integrating them is an effective way to carry out quality services; 3. Grasping shaping, grasping models and grasping carriers to apply work and achievements to society and the masses is an inexhaustible motive force for developing quality services. We will run our service activities through the whole marketing process, provide customers with convenient, fast and high-quality services, promote power sales through high-level and high-quality pre-sales and after-sales services, enhance the competitiveness of * * Power Bureau in the energy market in the power supply area, and expand the power market, so as to achieve the purpose of improving the economic benefits of enterprises.

(1), it is necessary to quickly change the concept, break the concept of "the emperor's daughter is not worried about marriage", firmly establish the consciousness of "customer-centered", comprehensively improve the service quality and service level, and attract customers to use more electricity.

(2) Establish a complete and scientific marketing system as soon as possible, and comprehensively improve the quality of marketing personnel. Strengthen the marketing staff's market awareness, service awareness, competition awareness and marketing skills, strengthen the training of existing personnel, establish the last elimination mechanism, implement competition for posts, eliminate the fittest, and constantly supplement high-quality personnel.

(3) strengthen the business window, so that the layout of business outlets is reasonable and the service facilities are complete. Simplify the procedures and working procedures for electricity handling, improve work efficiency, shorten the period of electricity reporting and receiving, and ensure that users can get satisfactory services in all aspects of electricity handling, electricity purchase and electricity use.

(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, so that the whole process of marketing business can be computerized and automated. Finally, customers can use electricity, purchase electricity, maintain and consult through telephone or public internet at home, so as to realize the use of bank network, ic (credit) card and public internet.

(5) Strengthen power grid construction, improve the reliability of power supply, ensure the safe operation of power grid, and realize continuous, stable and safe power supply. Arrange the scheduled maintenance time reasonably, improve the maintenance level, minimize the frequency and time of maintenance power outage, and establish a quick repair service team to provide all-weather, whole-process and all-round quick service for fault handling.

Excellent service is a necessary condition for the sustainable development of enterprises, and it is also our pursuit. In the future, we will abide by the social service commitment, establish a good industry atmosphere, and promote the development of various undertakings of our bureau with first-class service performance.

April 4, XX

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