以客户为中心服务价值体系的研究与探索

随着社会不断发展，客户对供电企业的要求越来越高，针对南网方略提出打造“服务型、经营型”电力企业，需要对客户服务窗口之一的95598客户呼叫中心的作用及地位上，进行新的探索及思考，将其打造为客户在电力企业中合法合理利益的代言人，代表电力企业最高领导层处理客户诉求的具体实施者，从而提升供电企业服务水平，使其真正成为“服务型”供电企业。

The study and research on the client- centered service value system in order to improve the power enterprise 95598 brand image

With the development of the society, the requirement of the client to the power enterprise is higher and higher. According to the strategy that create the management and service mold power enterprise presented by the China Southern Power Grid, it is necessary to explore and research the 95598 customer calling center, one of the customer service windows on its centre function and status and establish it to the legal prolocutor of the client in the power enterprise, which is the delegate of the top - level leadership in the power enterprise dealing with customer complaints in order to improving the service level in the power supply enterprise and contribute it to the real service power supply enterprise.