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现代的电力客户服务中心或客户关系管理中心(CRM),是以客户服务技术系统为支撑,通过全国统一的“95598”客户服务热线或“95598”客户服务站,充分利用电力信息网和通信网的多项功能,与供电部门的用电营业“窗口”构成一套完整的综合信息服务系统。它做到了7×24 h为电力客户提供故障报修、投诉举报、信息查询/咨询、业务受理等多层次和全方位的服务。在此基础上,为了使原有座席人员加强对客服管理系统的理解和操作能力,并使新入职人员对客服系统有完整、直观而全面的认识和掌握,客户服务培训系统应运而生。该系统继承了山西省电力客户服务系统的全部功能。
Modern power customer service center or customer relationship management center (CRM), is based on customer service technology system, through the national unified “95598 ” customer service hotline or “95598 ” customer service station, make full use of power information Network and communication network of a number of functions, and electricity supply department business “window ” constitute a complete set of integrated information service system. It has done 7 × 24 h for fault repair, complaint reporting, information inquiry / consultation, business acceptance and other multi-level and comprehensive services for power customers. On this basis, in order to make the former agents to strengthen the understanding and operation ability of customer service management system, and make the new recruits have a complete, intuitive and comprehensive understanding of customer service system, the customer service training system has emerged. The system inherits the full power of Shanxi Electric Power Customer Service System.