电力客户服务集中监控体系研究及应用  

Study on Centralized Monitor System of Power Customer Service and Its Application

作　　者：李平 曹熙 韩伟 康蕾蕾 

机构地区：[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

出　　处：《供用电》2012年第4期72-76,共5页Distribution & Utilization

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.

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 

分 类 号：TM769[电气工程—电力系统及自动化]