Research On Beijing Chang Ping Power Supply Company Customer Complain Management

With the strengthening of service marketing concept,and the emergence of competitive energy market,power grid companies give more and more attention to the electricity service quality.But a variety of factors determine the non perfection, customer complaints are inevitable,therefore,to improve service quality,we must attach importance to the management of customer complaints.This article first expounded the theory of customer complaints,including the customer complaints source,the attitude of customer complaints,and the reasons of customer complaints,the Second,proceeding with service quality gap,analyzed the cause of the power company's customer complaints.Thirdly,an investigation was made to analyze the customer complaints management,the management process and results of the management.The significance of the customer complaints management was proved with empirical analysis.Finally,based on the previous analysis,strategies and recommendations of power customer complaint management for Beijing Chang ping power supply company were brought up.