Research On The Strategy Of Improving Customer Service Quality In A Power Grid Enterprises

Since the 1970 s,more than 100 countries have established an orderly market for electricity competition by deregulation and competition.China's power industry,as the vital pulse of the national economy,has always attached importance to the system and despised the customers,paid attention to the production and despised marketing,and the traditional monopolized sales as the main form.After the reform,power grid will monitor in the transmission and distribution market,fully open the power generation and sell electricity link,guide the market main body to carry out direct trading,power grid electricity sales will build diversified sell electricity main body,the introduction of social capital to form competitive business model.Therefore,the power grid enterprises are facing the double impacts as the current economic downturn and the reform of the power system.Power grid enterprises as the lifeblood of the national economy,it is necessary to keep pace with The Times,change the value system to pay attention to the customer,pay attention to the distribution and marketing.Set up the market,competition and service consciousness,take the market as the orientation,to improve the customer value and the service quality,and constantly improve the business idea and the management idea.Therefore,how to use the new technology,equipment,and other new production elements to grasp the customer demand,and customer value oriented to provide more quality services,enhance their core competitiveness,is the thinking about the problem of power grid enterprises are facing at present.The purpose of this paper is to measure the A grid enterprise customer service quality,and find out the important problems of customer service,and put forward customer service strategy and strategy implementation safeguard.First of all,through the methods of literature research,this paper draws on the advanced experience of domestic service quality improvement at home and abroad,and collects,collates and studies the research results.Based on the basic theory of Service Quality Management and SERVQUAL Service Quality Measurement Model,design and test the customer service quality scale and questionnaire applicable for the A power grid enterprise;Then,in the form of questionnaires to collect,sort out data,and combined with statistics calculation for inspection results,analysis and statistics,in order to summarized A grid enterprise customer service problems;Finally,aiming at the quality of service problems,this paper puts forward the promotion strategy and strategy implementation guarantee.