How to do a good job in electric power customer service

How to do a good job in electric power customer service

To fully improve the quality of electric power customer service is an arduous and long-term mission, and cultivating the service awareness of staff does not happen overnight. This requires staff to have a deep understanding of the value and connotation of electric power customer service under the new situation, to be highly aware of the great significance of responsibility mentally, to truly correct their attitudes, strengthen services, and ultimately improve service quality. Power supply enterprises must do a good job in coordination and regulation, establish and improve the power customer system, and use a complete service system and supervision system to strengthen and deepen the service awareness of service personnel.

1. Improve the electric power customer service system

Under the control of modern service concepts, raise service issues to a strategic level and constantly pursue excellence in service High goals, improve service quality and create service characteristics.

(1) General customer satisfaction is the standard for testing the work and services of power supply companies. The quality of company products and services must ultimately be judged by customers.

(2) To serve internal customers, the key to quality service is the quality and efficiency of the service. Power supply companies should guide customer service from the window interface to the inside of the company. That is, positions and departments are internal customers who serve each other, and their purpose is to improve the overall service level of the enterprise.

(3) Build a service system in which the window department revolves around customers, and the enterprise revolves around the window, that is, the window department is closely coordinated, other departments fully support it, the technology content is high, and internal information is smooth to customers A customer-centric, full-service, full-process, and all-round customer service system that responds sensitively to customer needs.

2. Improve the system and mechanism of electric power customer service

The customer service center is a new thing. It has no fixed model, so we can only strengthen it based on previous experience. management and innovation. We need to carry out comprehensive functional construction of the customer service center and truly form a customer-centered service system. In particular, it is necessary to expand the scope of unified management to include business expansion reporting and security services, reformulate the business expansion process, improve the relevant management system and coordination mechanism, and make the current existing between the system and customer service center The problem of incoordination has been resolved.

Through self-analysis, customer evaluation and social evaluation to comprehensively evaluate the quality of power supply services, we found that we need to establish a comprehensive normalization mechanism for power supply services. At present, there are common problems across the country such as difficulty in customer payment, difficulty in reporting for business expansion, and non-standard customer engineering services. To address these problems, on the premise of realizing the network between power companies and banks, electricity bill collection points and self-service electricity bill collection points can be opened in various places. Operate charging outlets. All aspects of the business expansion process must be strictly assessed on schedule to avoid the phenomenon of business expansion reporting timeout. In addition, for customer projects, a system of "two recommendations and one assistance" must be implemented to eliminate irregular service behaviors from the source.

3. Service strategies for different types of customers

With the continuous development of power supply companies, their customer base is also constantly expanding, and customers’ information is also stored in the company’s computer database. Basic information, but many companies will not consider such issues as who the customers are, where they are located, what the customer's profit margin is, etc. They will also not consider the different needs of customers and what shortcomings the company lacks, so as to improve and improve. If To solve this problem, the customer base of power supply companies can be roughly divided into three levels. According to customers with different values, we can conduct research and improve services to ensure that the efforts and investments of power supply companies can be rewarded.

For Class A customers, which are major customers of the power supply company, the power supply company needs to provide support in terms of technology and human resources. It is composed of second-level leaders and some market supervisors. The "key account management group", In the power business, we must implement "one-stop" services and provide "green channels" for all aspects of the business. What we need is to increase customer loyalty; for Class B customers, these are some things that will bring benefits to the power supply company. There will be more market development opportunities for customers who will also bring operational risks to the company. For these customers, we need to have the third-level market managers and electricity managers to proactively contact customers, be preemptive, and negotiate with customers in advance for power supply. The plan must provide customers with advanced and personalized services, which will make customers feel that the power service department is more thoughtful, provides adequate services, and is sincerely thinking about customers; for type C customers, they are the ones who need to pay electricity bills in their families. Residents, these are a small number of customers who can only bring low value to the company. For these customers, we only need to treat them with a friendly attitude and fast service to facilitate their payment of electricity bills. The power supply company needs to rely on these customers. Promote the company to find big customers and reduce profit losses.

The classification of service objects for electric power customers is not static. We need to classify them according to the customer base of the company and the company's own situation. What we need is to continuously accumulate new customers and bring old customers into the company. To become long-term customers or lifelong customers in the enterprise, the efficiency improvement of the enterprise is brought to us by these customer groups, so we must consolidate these customers and make frequent phone calls to maximize the economic efficiency of the enterprise.

4. Focus on customer service feedback communication

How can we win customers in the fierce competition, win a place in the market, and create considerable profits? One of the important means is to Customer feedback is managed. So how to manage it? First of all, power supply companies must obtain feedback from customers through various channels on a large scale, win their cooperation, actively obtain customer feedback, and take practical actions in a timely manner to solve the problem.

Customer feedback channels mainly include the following aspects: First, customers take the initiative to provide feedback (active). After receiving electricity or services, customers give feedback to the power supply company to express their requirements, praise or opinions, such as customer complaints, letters of commendation, etc.; second, the power supply company actively solicits feedback (passive). After receiving electricity or services, customers should answer inquiries from power supply companies, such as various questionnaires, service tracking cards, questionnaires, etc. that customers should fill out when accepting interviews. In the customer feedback process, enterprises must also give full play to the role of tangible and intangible channels. The tangible way is to understand the problems and concerns of customers about power supply services through the special service hotline of the power system at 95598; the intangible way is that customers feedback information through purchasing behavior or other influences. At the same time, companies also need letters, discussions, and the use of news media to establish a more humane sense of trust with their customers.

Service Marketing and Demand Manager The biggest characteristic of electric power enterprise customer relations is that customer service is to integrate customer feedback information and transmit the information to the enterprise management department and decision-makers as quickly as possible. Put customer feedback into practice. While improving the efficiency of customers' electricity consumption, they can increase the value of customers' electricity consumption and gain profits. Therefore, all-round and three-dimensional communication is particularly important. When communicating with customers, we must start from the heart, always think about problems from the customer's perspective, and solve problems for customers. This will not only win the trust of customers, but also improve their trust. Positive feedback.

5. Implement customer service supervision and management

In order to standardize, supervise and improve the service behavior of customer service personnel of power supply enterprises, it is necessary to establish a complete and effective customer service supervision and management mechanism. For example, we set up a service quality complaint reporting hotline in the form of opinion books, suggestion boxes, etc.; we hire social supervisors from time to time, hold regular symposiums, and visit customers regularly; conduct customer satisfaction surveys, participate in social conduct evaluation activities, and carry out open and covert visits , seriously investigate and deal with violations of disciplines and regulations; customer complaints must be carefully analyzed, rectified in a timely manner, and the results of the handling must be notified to customers in a timely manner.

Through these measures, we can timely understand customers' opinions or suggestions on electric power customer service, improve service work, enhance corporate image, truly satisfy the government and reassure customers.

6 Strengthen the quality construction of the workforce

Combined with the work site and business activities of power enterprises, strengthen the training of employees, enhance their learning of business performance and service skills, and enable service The overall quality of the team has been improved. Within the enterprise, corresponding activities can also be carried out with the main theme of "standardizing services and creating harmony" to allow employees to understand and understand the concept of service. Service analysis seminars can also be held regularly to allow employees to reflect and summarize the services. , help them understand the connotation of services and understand the needs of services. ;