一、当前供电客户服务值得注意的问题 1.“窗口”服务好,全员保障差。近几年供电服务窗口建设力度较大,从硬件上看,设备投入档次不低,营业窗口装修象星级宾馆,电脑及文档、票据打印设备武装齐全,应该说有形服务设施和服务环境堪称一流。软件上讲,窗口一线服务大多选用年轻的文化层次较好的人员,并经过培训上岗,窗口服务使客户充分感受热情、规范、周到。但是不能不看到,窗口以外员工的客户服务观念却大打折扣,相当一部分员工客户服务的理念十分淡薄,认为电力客户服务是营销人员的职责,与自己关系不大。他们不认为前台(窗口)服务员工的表现要依赖后台(非营销部门和人员)员工的努力支持和紧 First, the current power supply Customer service issues worth noting 1. “Window ” service is good, full protection is poor. In recent years, power supply service window construction efforts from a hardware point of view, the equipment input grade is not low, the business window decoration like star hotels, computers and documents, bill printing equipment armed complete, it should be said tangible service facilities and service environment First class. Software speaking, the front-line service most of the young people choose a better culture level staff and induction through training, the window service so that customers fully feel passionate, standardized and thoughtful. However, we can not but see that the concept of customer service of employees outside the window is greatly reduced. A considerable part of the concept of customer service is very weak. It is considered that customer service of electric power is the responsibility of marketers and has little to do with ourselves. They do not think the performance of the front desk (window) service staff depends on the hard support and tightness of back office (non-marketing department and staff) employees