加强客户期望管理的途径与措施

Ways and measures to strengthen the management of customer expectations

随着经济的快速发展、人民生活水平的提高以及供电监管力度的加大,社会各界和用电客户对供电企业的供电服务品质要求越来越高,客户的期望不断提高。企业在努力提高服务水平的同时,应当合理有效地加强客户期望管理,让企业与客户朝着一个方向努力,把双方期望值的差距缩小,不断提高客户满意度,达到双赢的目的。

With the rapid economic development, improvement of people＇s living level and increasing of the power supply su- pervision, the requirement of the community and power customers for the power supply service quality of power supply enterprises is increasingly high, customer expectations continue to increase. Companies strive to improve standar^ls of services, as mean while they should be reasonably effective in strengthening the management of customer expectations, so that businesses and their customers may develop toward a direction to narrow the gap between the two sides, continuously improve customer satisfaction, and achieve win-win aims.