Research On Complaint Management Of Baoding Power Supply Company

Since the 21 st century,Socialism with Chinese characteristics Entered a new era,Electric Power System Reform Enters new step?Staying in a new era and shouldering new missions,Power grid enterprise marketing services stand on a new starting point?Faced with the further advancement of power reform,the continuing opening of the market for electricity sales,the impact of the concept of integrated energy services,the increasing demand from customers,and the grim situation of complaint management,The development of power marketing faces important opportunities and severe tests.Customer service has become an important bargaining chip for power companies in the era of new competition.The internal and external situations of power companies are complex and changeable,customer needs change,awareness of rights protection is increasing,and customer service work is under increasing pressure.In the future,society will have more space for the selection of electric power products,so that the limited market share will be shared by more competitors.If power companies want to maintain their own competitive advantages and obtain higher economic benefits.The key is to continue to maintain existing market share and customer loyalty,they must obtain the complaint management.Breakthrough,and strive to win the trust of the market,to ensure that users of the product's long-term support.In order to solve the actual problems of customer complaints management of Baoding Power Supply Company of the State Grid,reverse the backwardness of customer service,and reduce the overall number of customer complaints,through in-depth research on the basis of customer complaint theories at home and abroad,in-depth analysis of the content of complaint management,the use of customer satisfaction theory,employees Incentive theory and enterprise full-quality management theory,relying on Baoding Power Supply Company's actual complaints data analysis,clear enterprise complaints management mechanism,identify the factors affecting the complaint,and improve the complaint management strategy.Focusing on the characteristics of high-quality service of power supply companies and the problems in complaints management,From three aspects,customer service,employee motivation,and management mechanism,this paper proposes improvement proposals for complaint management that are consistent with the development strategy of high-quality service companies and production and operation goals of the power supply company,such as improving customer orientation,focusing on employee motivation,and optimizing the organizational structure model,and actually improve the complaints of power supply companies.Management atmosphere,and effectively improve the quality of service,provide reference and guidance for the company's marketing strategy and overall operations,and it has reference significance for other power companies.