Research On Customer Complaint Management Of JC Power Supply Company

With the advancement of the power reform,the power industry has shifted from a monopoly to a competition.The market structure,power grid development,and power system operation have all undergone major changes.In the process of industrial reforms,power supply companies face competition from central and local state-owned enterprises and other social capital,reduction in quality customers,decline in market share,and decline in operating income.Under the above background,the study of customer complaints and service remedies for power supply companies has important theoretical and practical significance.Based on customer complaints,customer complaints,service remedies,and customer satisfaction theories,this paper has studied the customer complaints and service remedies of the State Grid Jinchang Power Supply Company using literature research methods,statistical analysis methods and summary methods.This article includes seven chapters,the first chapter of the introduction,introduces the research background,research purpose and significance.The second chapter is the theoretical basis and summarizes the theories of customer complaints,customer complaints,and service remedies.The third chapter summarizes the management of the State Grid Jinchang Power Supply Company and customer complaints,and provides a brief overview of the company's basic situation and the status of complaints management.Chapter IV Corporate customer complaint management analysis,collate and code the company's 2016-2017 customer complaints file,and use SPSS and Excel statistical software to complainants,complaints,truthfulness of complaints,service failure reasons,service remediation strategies,and complaints.The statistical analysis of the characteristics,service remediation,influence relationship of customer satisfaction,etc.was carried out.The fifth chapter of the company's customer complaint management problems,according to the analysis of the fourth chapter summarizes the company's complaint management problems.The sixth chapter puts forward optimization proposals for the company's customer complaint management and proposes optimization suggestions for the company's existing problems.The seventh chapter summarizes and summarizes the study of this article and the outlook for future research.This study has important practical value for improving the service quality of the State Grid Jinchang Power Supply Company,increasing customer satisfaction,reducing complaint rates,fostering customer loyalty,and effectively handling customer complaints.For other companies,effective customer complaint management can also provide a theoretical basis.