The Study Of Xiamen Water Supply Business Hall Sevice Mangement

In recent years,the rapid development of the social economy and the rapid advancement of urbanization,the direct impact of the increase in urban population is the continuous rise of water users and water consumption.At the same time,the improvement of living standards has prompted people to serve water companies.The requirements are also getting higher and higher.Water quality and water supply services are not only the focus of enterprises,but also subject to the supervision of the society and the government.In order to obtain the long-term development and improvement of enterprises,it is the cornerstone of development to continuously improve the comprehensive service level of water supply.For the water supply enterprise,it is particularly important to upgrade the service level provided by the business hall.As the important window for the water supply enterprise to face the customer,the business hall handles the frontier positions of various businesses,which is the external banner of the water supply enterprise,and the public is satisfied with the business window service.The degree directly affects the reputation of the water supply enterprise.This paper takes the business department of Xiamen Water Affairs Group as the specific research object,and discusses the current situation and existing problems of the service management in the process of the business hall,thus providing certain solutions for the improvement of the workflow and service quality of the business halls in the same industry.Learn from.This paper first introduces the research background and significance,then summarizes the relevant research results at home and abroad,expounds the relevant content of service management theory and customer satisfaction theory,and then enters the specific case analysis to introduce the service management structure of Xiamen Water Affairs Office and The service process analyzes the problems and causes of its service management.On the basis of customer satisfaction survey,the problems existing in the analysis are mainly the lag of service concept,backward internal management,inadequate service support,and weak electronic service construction.Service supervision and incentives need to be improved.According to this.This paper proposes to improve the service management measures of Xiamen Water Business Office.It believes that the service concept of customer demand orientation should be established,the training system and emergency response plan for business hall staff should be improved,the on-site management of business process of business hall should be optimized,and the construction of online business hall should be carried out.And the development of self-service terminals,and finally should improve the customer service supervision and incentive system of the business hall to improve the service management of the water business hall,thereby enhancing customer satisfaction with the service.