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。
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.
出处
《供用电》
2012年第4期72-76,共5页
Distribution & Utilization
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
centralized monitor system of power customer service
customer service
system of index monitor
customer satisfaction
