0引言供电企业面对的客户是最广泛的,涵盖社会的各个阶层。多年来,供电企业致力于提高服务水平和服务质量,推出了许多卓有成效的服务方式,但作为公共服务性企业,客户的投诉是很难完全避免的。笔者曾多年从事电力营销管理和企业信访工作,成功处理过各种类型的投诉。 0 Introduction Power supply companies face the most extensive range of customers, covering all sectors of society. Over the years, power companies are committed to improving service levels and service quality, and have introduced many effective service methods. However, as a public service enterprise, customer complaints can hardly be completely avoided. I have many years engaged in power marketing management and corporate petition work, successfully handled various types of complaints.