How to improve the quality of heating services, solve users’ practical difficulties, and satisfy users

1. Innovate the "six docking" service work method.

Based on the original service management model, a group followed the service chain mechanism of design, construction, production and service, and creatively proposed the "six docking" service work method: docking with the front line of user services , respond quickly to focus issues, unify the caliber, standardize answers, and reduce negative public opinion; connect with the publicity department, regularly publish heating knowledge, policy interpretations, etc. through the media to guide safe and standardized heat use; connect with the design department, Provide scientific solutions to the individual needs of users for indoor installation; connect with the technical department and fully demonstrate the technical transformation plan to ensure the effect of the technical transformation; connect with the construction department to ensure that the construction period and quality meet the requirements, and standardize the construction Do not disturb the public; connect with the production department to maintain heating parameters and effects to meet standard requirements.

Second, pay close attention to the "hotline knot rate" barometer.

Since entering hot operation in November, the hotline has served as a "barometer" and has become the compass for Thermoelectric Group's infrastructure, production, services and other work. The hotline analysis has changed from weekly analysis to daily analysis. Hotline dispatch meetings are held every day to analyze hot and difficult hotlines one by one. Repeated areas and repeated road sections are the focus and daily supervision is carried out. With the official start of heating, in order to ensure that the hotline " To fully complete the "Three Rates" indicator to ensure user satisfaction, the customer service center monitors hotlines in real time and sends hotline quantity reminder text messages to each heating unit it belongs to every 2 hours. During this winter's heating season, the "Hotline Express" will be launched on the basis of the original "Heating Service Information Weekly and Daily Bulletin", and a new "Listing Supervision and Sales Hotline" system will be added. That is, information that is completed within the service time limit but requires tracking services will be "suspended" and become "listed for supervision." The responsible unit will provide tracking services to ensure successful settlement, and the account will be "cancelled" if the user is satisfied.

The third is to create an "online customer service online" interactive platform.

In order to broaden communication channels with users and strengthen communication with users, the group’s customer service center has established an online network (Customer Service CC). So far, there have been 183 customer service CC instant messaging interactions, and a certain group’s official Weibo platform has interacted with users 135 times. Users’ heating service needs raised through online channels were answered immediately. Since the start of heating supply, various units have also used "Xitong" to strengthen communication with users, allowing users to instantly understand the group's current heating work situation, and sent 310,000 warm reminders.