| 综合停电管理在供电企业客户服务中的应用 |
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| 引用本文： | 刘毅忠,付丽萍.综合停电管理在供电企业客户服务中的应用[J].广东电力,2012,25(4):106-109. |
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| 作者姓名： | 刘毅忠 付丽萍 |
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| 作者单位： | 广东电网公司东莞供电局,广东东莞,523008 |
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| 摘 要： | 为了帮助供电企业客户服务中心在停电、复电过程中及时获取相关信息,根据客户服务与停电管理内在业务紧密关联的特点,构建综合停电信息管理平台,按照停电、复电过程的业务类型进行归类,将停电所涉及的信息整合到综合停电信息平台,供客户服务中心的客服人员检索和查询。通过改造业务流程及构建综合停电信息管理平台,提高了解决客户停电诉求问题的及时性,提升了客户服务水平。
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| 关 键 词： | 客户关系管理 客户服务中心 综合停电管理 流程优化 |
Application of Integrated Outage Management in Customer Service of Power Supply Enterprise |
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| LIU Yizhong
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FU Liping.Application of Integrated Outage Management in Customer Service of Power Supply Enterprise[J].Guangdong Electric Power,2012,25(4):106-109. |
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| Authors: | LIU Yizhong FU Liping |
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| Affiliation: | (Dongguan Power Supply Bureau of Guangdong Power Grid Corporation, Dongguan, Guangdong 523008, China) |
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| Abstract: | In order to help customer service center of power supply enterprise duly obtain relevant information in the process of outrage and power supply recovery, integrated outage information management platform is built in accordance with close relationship between customer service and interior service of outage management. Services in process of outrage and power supply recovery are classified, and information concerning outage is integrated into integrated outage information platform for the sake of search and inquiry of customer service stuff in customer service center. By reforming service procedures and construction of integrated outage information management platform, appeal of outage is responded more quickly and customer service is enhanced. |
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| Keywords: | customer relationship management customer service center integrated outage management procedure optimization |
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