电力企业客户投诉管理探讨

Discussing the Customer Complaint Management of the Electric Power Enterprise

客户投诉管理目的是维护客户满意度,强化供电企业内部协调管理,提高工作效率,确保客户投诉问题得到迅速有效解决,保证供电企业的服务符合广大客户的需求。当前为适应"三集五大"大营销体系建设发展的新形势,枣庄供电公司建立"防范、受理、处理、回访、考核"五大管理体系,加强对投诉事件全过程管控,及时有效地化解服务风险,有效控制投诉事件的不良影响,对投诉管理起到积极的推动作用。

The purpose of customer complaint management is to maintain customer satisfaction,and to strengthen internal coordination within power supply enterprise,and to improve work efficiency,and to ensure that customer complaint problem is handled quickly and efficiently and the power supply enterprise services are in line with the needs of customers.Currently,we establishe a five-management system which including prevention,accept,dispose,callback and inspection,to strengthen the control of complaints process,resolve the service risk timely and control the bad influence of complaints effectively,so as to play an active role in complaint management.