基于标准化、规范化的供电营业厅窗口质量提升研究

Service Quality Improvement Research on the Business Hall Based on the Standardization System

大连供电公司通过开展提升营业厅服务质量、编制营业厅服务标准化应答手册及创新培训举措,完善了窗口服务统一化、标准化、规范化建设,通过营业厅窗口视频在线监控、明察暗访等方式进行监督管控,进一步提升了营业厅服务质量,展示公司良好形象。

State grid Dalian power electric supply company carries out a series movement to improve service quality of business hall.The improvements are including apply the standardize'customer answer book',innovative training,improving the unification,standardization and normalization. Manage,control and supervise carry out by online video surveillance,open and secret investigations. It can improve service quality and display the image of company.