创新95598业务全过程管理的探索与实践

Exploration and Practice of 95598 Business Innovation Whole Process Managemant

在供电服务过程中,往往因为服务标准执行不统一、服务不规范、服务效率低、专业技能薄弱等问题引起客户对供电服务品质不满,引发客户投诉事件。通过分析95598业务在国网浙江省电力有限公司湖州供电公司的应用情况,探索适应供电服务需求不断增长的新形式下的95598投诉风险管控与处理模式,降低客户投诉风险,提升供电服务品质。

In the process of power supply service,customers are often dissatisfied with the quality of power supply service because of the non-uniform implementation of service standards,non-standard service,low service effciency,weak professional skills and other problems,which leads to customer complaints.By analyzing the application of 95598 business in State Grid Huzhou Power Supply Company,this paper explores the management and treatment mode of 95598 complaint risk in the new form that adapts to the growing demand of power supply service,reduces the risk of customer complaints and improves the quality of power supply service.