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本文以某市供电企业为例,该市高度重视客户服务投诉问题。为了提高供电企业的服务质量和服务水平,降低客户服务投诉率,供电企业不断健全和完善内部运行机制。供电企业内部运行机制包括以下内容:一是各个部门协调顺畅,二是措施有效,三是处理快速,四是回访及时,五是客户满意。供电企业需要层层负责,把客户服务责任明确到企业每一个人身上,分析客户服务投诉的原因,并结合内部实际情况采取降低客户服务投诉率的措施。
In this paper, a city power supply enterprises, for example, the city attaches great importance to customer service complaints. In order to improve the service quality and service level of power supply enterprises and reduce the rate of customer service complaints, the power supply enterprises continuously improve and perfect the internal operation mechanism. The internal operation mechanism of power supply enterprises includes the following contents: First, smooth coordination among all departments, secondly effective measures, thirdly rapid processing, fourthly timely visit, and fifth, customer satisfaction. The power supply enterprises need to be in charge of every level, clarify the responsibility of customer service to each person in the enterprise, analyze the reasons of customer service complaints, and take the measures of reducing the rate of customer service complaints in light of the actual situation in the company.