| With the deepening of the power system reform and the promotion of supply-side reforms,power customers have become the focus of competition.This topic focuses on power customers and conducts customer complaint management research.Based on the experience of customer complaint management,the author analyzes the current situation of complaint management in power industry background,and combines the advanced management experience of domestic and foreign enterprises to propose a new model of customer complaint management suitable for the actual situation of State Grid Quanzhou Power Supply Company.This paper takes customer relationship management theory,behavioral science management theory and customer satisfaction theory as the main theoretical basis.Using literature data method,investigation research method and comparative research method,the causes of complaints from power users,the status of complaints,the status quo of complaint management and the improvement mechanism Etc.Content for analysis and research.Combined with the customer complaint data of the 95598 hotline telephone order system from 2016 to 2017,the paper analyzes the main problems of the customer complaints of the State Grid Quanzhou Power Supply Company.Based on the regional characteristics of Quanzhou,the evaluation of the satisfaction of power customer complaint service was carried out,and the problems in the three aspects of employee service thought,lack of appeal channel and customer complaint handling mechanism were deeply analyzed.Finally,we will take corresponding measures to improve employee service awareness,build customer complaint response mode and improve customer complaint handling mechanism,rationally adjust customer complaint handling process,optimize customer complaint handling platform,and strengthen customer complaint tracking,thereby enhancing customer complaints.Handle satisfaction and reduce customer complaints. |
