Service Recovery Management In Customer Satisfaction Project

With the power system reform,power supply enterprises are facing ever more challenges.Customers are the key to profit.Good service is the guarantee to develop competitive strategies for power supply enterprises.In the course of services provision,even do the best efforts of enterprises,but service failures is still inevitable due to variety of reasons.How to recover service failure with scientific way and improve customer satisfaction has become an important research subject.So service recovery is studied based on customer satisfaction project of Langfang Power Supply Company.This paper outlined service recovery and customer satisfaction,researched on the dynamic method for assessing the service failure of power supply enterprise,proposed services recovery step model,and discussed timing strategies based on relationship analysis model and service recovery strategies based on customer satisfaction of Langfang power supply company.