Customer Complaint Management Of Urumqi Electric Power Supply Company

In order to actively respond to the power system, and actively adapt to the reform of the sale of electricity side open the new situation, customer-focused, market-oriented, customer complaints management were studied. Customer complaint management is advantageous to the power supply enterprise really understand customer requirements; In its from the enterprise culture, management mechanism on strengthening the concept of customer service; Is conducive to the formation of brand integration, unified service. With the author’s work in the customer complaint management related experience, analyzed the power supply enterprise internal and external environment, focusing on the innovation of the enterprise information centralization and customer complaint handling process of the interaction as well as the relevant customer complaint handling process optimization and improve customer satisfaction, and put forward the suitable for xinjiang’s actual situation of the new model to manage customer complaints.This article analyzes State Grid Urumqi electric power supply company customer complaint handling, customer satisfaction theory analysis as the main theoretical basis, using the survey method and comparative method, researching the electric power customer’s reason of complaints, complaint handling, satisfaction after handing, based on the analysis of the present situation of electric power marketing and customer complaint, combining with the characteristics of xinjiang region, researching management of consumer complaints to attitude of electric power users to complaints, satisfaction after handing and consumer behavior intention. Analyzed all kinds of customer complaints of State Grid Urumqi in 2013 and 2014, analyzed the problem of customer attribution and how to influence customer satisfaction in service failure scenarios.the establishment conforms to SGC to "customer oriented", customer complaint management system and from establishing customer service system, brand promotion, perfect marketing system, complaint management innovation, the repair mode transformation, service diversification, etc, take corresponding measures, reasonable adjustment of customer complaint handling process, optimizing the platform to manage customer complaints, improve customer complaint handling satisfaction, reducing customer complaints, improving service quality, reducing the occurrence of electricity disputes and complaints, finally put forward to the content, in order to really solve the problem.