近几年来,供电企业在优质服务中取得了骄人的业绩,但我们也要清醒地认识到,供电服务中服务失误是不可避免的。服务补救是指当服务失误发生后,服务提供者针对客户的抱怨行为所采取的反应和行动。有效的服务补救不仅能够消除客户不满,而且可以导致更高的客户满意度,从而将原本不满意的客户转化成忠诚的客户,这种现象又被称为“补救悖论”。服务补救机制可以按如下步骤进行。 In recent years, power companies have achieved remarkable results in quality service, but we must also be soberly aware that service failures in power supply services are inevitable. Service recovery refers to the reaction and action taken by the service provider in response to a customer’s complaint when a service failure occurs. Effective service remediation is not only able to eliminate customer dissatisfaction, but also lead to higher customer satisfaction, which will be originally dissatisfied customers into loyal customers, a phenomenon called “remedial paradox.” The service recovery mechanism can be carried out as follows.