浅谈燃气客户服务管理

Talking About Gas Customer Service Management

随着我国燃气供应行业的快速发展,近五年南昌市燃气公司客户从43余万发展到77余万户,增长79.06%;非居民用户从1637户增长到4423户,增长率为170.2%,用户量翻番式增长,但客服人员却没有明显的增加,客户服务的压力越来越大,传统的客服服务手段跟不上时代的发展、难以满足广大客户的需求。基于此,论文主要对燃气客户服务管理问题进行了简单的分析,并提出了相应的管理策略。

With the rapid development of gas supply industry in China, customers of Nanchang Gas Company have developed from more than430,000 to more than 770,000 in the past five years, increased 79.06%, and non-resident user increased from 1637 to 4423 households, increased170.2%. The number of users doubled, but no significant increase in customer service staff, customer service pressure is growing, the traditional means of customer service can not keep up with the development of the times, it is difficult to meet the needs of our customers. Based on this, the article mainly analyzes gas customer service management problems and puts forward corresponding management strategies.