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在信息公开化、制度透明化、响应及时化的电力客户服务的新的社会背景下,实现与客户和社会公众的有效沟通,提高客户停电情况下服务应急响应与协同能力增强电力企业全员、全程、全心全意为客户服务的意识,推进“三项机制”(客户需求传递机制、客户服务协同机制、客户服务评价机制)建设,全面解决客户用电服务问题。
Under the new social background of power customer service with open information, transparent system and responsive response, effective communication with customers and the general public is achieved to improve customer service emergency response and coordination ability under power outage. All staffs of power enterprises, Whole-heartedly and wholeheartedly for customer service awareness, promote “three mechanisms ” (customer demand delivery mechanism, customer service coordination mechanism, customer service evaluation mechanism) construction, comprehensive solution to customer electricity service problems.