推行客户积分制对用电客户实现分层级服务管理的研究

Research on Implement Customer Points System for Clients Classifying Levels of Services Management

当前大连地区供电区域内的用电客户逐渐增多,截至当前已经达到389万户。为更好地对这些用电客户做好服务,大连供电公司按照不同的用电群体,施行分级管理。采取“一个信誉等级、一个电子化交费红包,一个用电积分,一个政府的联动”推行“四个一”措施,对用电客户按等级、按积分管理的原则,实施有针对性的服务,采用电子化交费有红包奖励的原则,促进用电客户的电子化交费率,提高用电客户交费积极性并以政策制度为保障,积极与政府协商,采取停送电收费制度,对于交费信誉低的客户给予制约,依法依规治企,实现电费精益化回收管理,从而提高供电企业的营销管理业绩,提升客户服务水平。

At present,the number of power customers in the power supply area of Dalian is increasing gradually,which has reached 3.89 million households.In order to serve these customers better,Dalian power supply company implements classifying levels management according to different power consumption groups.It adopts“One reputation rating,one electronic payment reward,one electric credit score and one government linkage”to implement the"four ones"measures.According to the grade of electricity customers,and the management principle of points,the implementation of targeted services,and the use of electronic payment have the principle of reward.It promotes electronic payment rates for electricity users.It improves the enthusiasm of electricity customers to pay for electricity and to be guaranteed by policies and systems.It actively negotiates with the government to adopt a power outage charging system.It restrict customers with low reputation for paying fees,regulate enterprises in accordance with laws and regulations,and realize lean recycling management of electricity charges,so as to improve the marketing management performance of power supply enterprises and to enhance customer service level.