| 电力客户服务集中监控体系研究及应用 |
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| 引用本文： | 李平,曹熙,韩伟,康蕾蕾.电力客户服务集中监控体系研究及应用[J].供用电,2012,29(4):72-76. |
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| 作者姓名： | 李平 曹熙 韩伟 康蕾蕾 |
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| 作者单位： | 1. 广州科腾信息技术有限公司,广东广州,510000
2. 广州供电局有限公司,广东广州,510000 |
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| 摘 要： | 对客户服务进行集中监控是提升客户服务能力,实现客户服务精细化管理的有效方式.在分析当前客户服务监控管理中存在的主要问题基础上,建立了符合供电行业特征的电力客户服务集中监控体系；介绍了该体系的架构,以及该体系中建立的客户服务指标监控体系和客户服务流程监控的具体功能及实现.
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| 关 键 词： | 电力客户服务集中监控体系 客户服务 指标监控体系 客户满意度 |
Study on Centralized Monitor System of Power Customer Service and Its Application |
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| Li Ping
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Cao Xi
,
Han Wei
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Kang Leilei.Study on Centralized Monitor System of Power Customer Service and Its Application[J].Distribution & Utilization,2012,29(4):72-76. |
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| Authors: | Li Ping Cao Xi Han Wei Kang Leilei |
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| Affiliation: | 1. Guangzhou Keteng Information Technology Co. , Ltd. , Guangzhou 510000, Guangdong China 2. Guangzhou Power Supply Bureau Co. , Ltd. , Guangzhou 510000, Guangdong China) |
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| Abstract: | Centralized monitor to customer service is an effective mode to promote the ability of customer service and to realize its meticulous management. Based on analyzing main problems of the current centralized monitor system of customer service, the centralized monitor system of power customer service to meet the character of power supply industry is built. Structure of the system, the built monitor system of customer service index, the main function and realization of the customer service process monitoring are introduced. |
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| Keywords: | centralized monitor system of power customer service customer service system of index monitor customer satisfaction |
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