Optimization Of Customer Service Management For Xintian Power Company

With the deepening reform of electric power industry,power enterprises must transform to service-oriented enterprises,establish customer-oriented management mechanism,improve customer service management level,then obtain higher customer satisfaction and loyalty.The relevant theories of customer service management ARE summarized firstly,and then the organizational structure and service standard process of Xintian Power Company are introduced.The literature analysis method,inductive analysis method and case analysis method are used to analyze the company’s customer demand data and the operation of distribution network equipment over the years.It is found that there are problems such as lack of control over customer service quality,indistinct differentiated services,inadequate risk prevention and control,and weak awareness of personnel service in the service management of the company.According to the problems found,the 7PS theory,customer satisfaction theory,service contact theory and differentiated service theory are applied to formulate improvement measures in combination with the actual situation of the company.The service command system is built to strengthen professional coordination.The modern information technology means are used to strengthen the closed-loop supervision of problem rectification.The operation control of distribution network equipment is strengthened,and differentiated service strategies are formulated.Risk warning,prevention and control are strengthened.The service awareness of personnel is improved.A customer service management optimization plan of Xintian Power Company is formed.Finally,three kind of safeguard measures including enterprise system,corporate culture,and enterprise resources,to ensure the implementation of the optimization plan for customer service management are elaborated.The results will help improve the customer service level of Xintian Power Company,and have reference significance for similar enterprises too.There are 49412 words in the text and 49 references.