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依据南方电网公司客户全方位服务体系建设中长期发展战略的表述,客户服务能力需要覆盖“掌握客户需求的能力、满足客户需求的能力和引导客户需求的能力”三方面能力,其中“掌握客户需求能力”是最根本的前提和依据。如何真正做到可感知的客户沟通服务、突破客户对供电服务的感知短板成了供电部门必须攻克的课题。供电部门明确优化客户沟通改进的方向,推出客户沟通“四心”服务,着力于提升供电服务客户感知,从而提高客户沟通满意度。
According to the formulation of mid-term and long-term development strategy of CSG’s customer comprehensive service system, customer service capability needs to cover three aspects: “ability to grasp customer needs, ability to meet customer needs and ability to guide customer needs”, among which “ Ability to grasp customer needs ”is the most fundamental premise and basis. How to truly perceive the customer communication service, breaking the customer perception of power supply shortcomings has become the power sector must overcome the issue. The power supply department clearly optimized the direction of customer communication improvement, introduced customer communication and “Four Hearts” service, and focused on enhancing the perception of power supply service customers so as to improve customer communication satisfaction.