Study On Customer Service Management In Xinjiang Electric Power Company

For dealing with the issue on the multiplicity, uncertainty and real-time of customer service in Xinjiang Electric Power Company, the paper studies each steps of power customer service on the basis of analysis of building the customer service technical support system and estimating the Customer Satisfaction Index (CSI) deeply.Beginning at the customer service technical support system, expatiating the power marketing information system (MIS), Data & Voice Information Support System, GIS, quick response system. Based on the analysis about the principle, goal, constitution and function,and the function which displays in the system is given on the paper.In the course of the Customer Satisfaction Index, the paper also builds the CSI evaluating index system by solving the sophisticate problem of which, the principle of customer segmentation, choice evaluating model, and theory model transformed.