Complaint Management Of High-quality Service Year Activity In Leshan Power Supply Bureau

It is inevitable to appear failure in the process of providing service for Leshan Power supply bureau.On the one hand,along with the electric power market's reform constantly,the electric power customer's personalized request gradually enhances;On the other hand,the power supply company's service marketing itself lies in many problems,at the same time,causing the power client's complaint.Therefore,Leshan power supply bureau adopts the complaint management to enhance the electric power customer satisfaction degree is very essential.This dissertation firstly analyzes the mechanism of client's complaint reasons,uses the power supply quality service gap theoretical to analysis the driving factors of customer complaint,then conducted the empirical study to Le Shan Power supply bureau electric power customer complained behavior,obtained that Le Shan electric power customer to complain the response way is difference because of the different service fault type,the expense complaint need,the customer age,the education level and complaint processing fairness.Finally the article proposed Le Shan electric power customer complaint management plan.