Operation Strategy Of Electric Power Business Hall Based On Customer Service Experience

With the deep integration of Internet innovation achievements and various fields of economy,the rapid development of the mobile economy has continuously forced the reform of the real economy and promoted the transformation of the real economy.The important feature of the “Internet+” era is that the right to speak transfers from the enterprises to the customers.Consultative marketing and personalized marketing have become inevitable,and customer service has evolved from transactional interaction to experiential interaction.At present,the power supply business office is also in full swing into the transition phase of traditional counter services.In order to reduce operating costs and diversify service functions to achieve greater market value,it is necessary to strategically transform to technology-based and intelligent service systems based on core products,businesses and key customer groups.In order to further promote the transition from business acceptance to service experience and to improve the comprehensive service capabilities in the power supply business office window,this thesis combines customer satisfaction survey and the analysis of the internal work order data of the current status.The analysis and diagnosis of operation management problems of the power supply business hall are carried out.Thus,we propose to build a comprehensive service knowledge base for business offices and establish a long-term mechanism for improving the quality of business personnel.Power supply business offices are designed to become central,comprehensive,professional,convenient and smart business offices with the aid of hall knowledge base.The functions and maintenance measures of operations management of the newly designed business halls are also provided.Finally,based on the orientation of the new business hall,the evaluation model for the performance of the new business hall is also explored to provide a dynamic,full-process assessment of the transformation of the power supply business hall.Based on the customer service experience,the power supply business office transforms to the operation mode of the “Internet + Power Marketing Service”,aiming to improve the operational efficiency and customer power consumption experience.It is our hope the findings of this thesis can provide reference for the transformation and construction of the power company's business offices in China.