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电网企业在服务客户的过程中,如果不能及时处理客户的意见,客户就有可能向上级主管部门或监督机构投诉,使企业形象受到负面影响。针对这种情况,浙江奉化供电局以社会心理学原理创新服务管理,有效预控客户投诉,连续3年实现用户零投诉。奉化供电局是宁波电业局下辖的一家县级供电企业。多年来,该局在建设“一强三优”现代公司进程中,把打造供电服务品牌、树立企业良好社会形象作为首要任务来抓。企业在服务客户的过程中,不
In the process of serving the customers, if the power grid enterprises can not deal with the customers’ opinions in time, the clients may complain to the supervisory department or the supervisory authority so that the corporate image will be adversely affected. In response to this situation, Zhejiang Fenghua Power Supply Bureau innovative service management based on the principles of social psychology, effective control of customer complaints, for three consecutive years to achieve zero customer complaints. Fenghua Power Supply Bureau is a county-level power supply enterprises under the jurisdiction of Ningbo Electric Power Bureau. Over the years, the Bureau has taken the task of building a brand of power supply service and establishing a good corporate social image as a top priority in the process of building a modern company with “one strong, three gifted and one excellent.” Business in the process of customer service, no