| 以省为实体的集约化客户服务中心建设 |
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| 引用本文： | 王凌,林芬,黄婷,闫晓天,李捷. 以省为实体的集约化客户服务中心建设[J]. 华东电力, 2008, 36(12) |
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| 作者姓名： | 王凌 林芬 黄婷 闫晓天 李捷 |
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| 作者单位： | 福建省电力有限公司,福建,福州,350003;福建省电力有限公司,福建,福州,350003;福建省电力有限公司,福建,福州,350003;福建省电力有限公司,福建,福州,350003;福建省电力有限公司,福建,福州,350003 |
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| 摘 要： | 介绍了福建省三级联网、二级监控、投诉集中管理的集约化客户服务中心组织模式、业务模式和技术实现平台,对以省为实体的客户服务集约化程度的选择进行了简要论述,通过中心实践效果分析及发展展望,说明客户服务的集约化发展有其一定的必然性,符合国网公司集团化运作、集约化发展、标准化建设、精益化管理的精神.
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| 关 键 词： | 集约化 客户服务 模式 投诉 |
Construction of province-level intensive customer service centers |
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| WANG Ling,LIN Fen,HUANG Ting,YAN Xiao-tian,LI Jie. Construction of province-level intensive customer service centers[J]. East China Electric Power, 2008, 36(12) |
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| Authors: | WANG Ling LIN Fen HUANG Ting YAN Xiao-tian LI Jie |
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| Affiliation: | WANG Ling,LIN Fen,HUANG Ting,YAN Xiao-tian,LI Jie(Fujian Electric Power Company,Fuzhou 350003,China) |
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| Abstract: | The organization mode,the business mode,and the technology implementation platform of the intensive customer service centers of Fujian are presented which are characterized by three-level networking,two-level monitoring,and centralized lodge management.The selection of its intensive degree is illuminated,and its practical effect is analyzed.It is noted that intensiveness development of customer service is inevitable and is compatible with requirements of SGCC. |
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| Keywords: | intensiveness customer service mode lodge |
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