【Title】BASED ON CUSTOMER SERVICE STARS BOOSTER POWER SUPPLY ENTERPRISE MARKETING
【Abstract】Power supply enterprises with electricity generation enterprise is different, in addition to safe and reliable electric power to homes, but also to serve the party and the nation's overall work, serving the power customer, in the service of power generation enterprises, service in the aspects of social development and the important role. Therefore, as early as 2001 national electric power company in the whole system to carry out the "electricity market rectification and quality service". Later, after "factory network separated from" the state grid company and put forward the "quality service is the national power grid lifeline" service slogan. It seems that electricity customer service work well for the importance of the power supply enterprise operation and development, can be seen. In state grid corporation of in-depth development of electric power customer service at the same time, customers also changing so accordingly, requires not only the objective demand of the power supply enterprise to meet its electricity, and also become increasingly strong demand for the extension of electricity services. Along with electric power customer group growing year by year, a high quality customer group with the bad customer group polarization is increasingly obvious. Part is compliance compliant, legitimate power customers, part is illegal power theft, malicious owe the misdeeds of customers; Part is to support the electric power development, maintaining the market order of partners, part of the hindrance power construction, destroy the market order of opposition groups. Power supply enterprises as equivalent to the original treatment service principle, already can't meet the requirements of current service promotion work, more can't give full play to promote development services, to the service efficiency of the role, at the same time limit the power supply enterprise, to the promotion of high-quality customer service space to suppress the resolving process of the bad customer group. As a result, power supply enterprises must seek a breakthrough, service concept of "differential customer service (private customization)" thus arises at the historic moment. So-called "differential customer service (private customization)" refers to the power supply enterprise establish credit score for each electric power customer files, points to reach the quantity specified by automatic upgrade for star membership, the star member and enjoy the corresponding level for star service. Customer credit score channel not present consumption behavior, including a certain time period to report the lawless lawless power theft, give the rationalization suggestion for the power supply enterprise, the big customer integral accumulative total electricity consumption, and other actions to promote the development of electric power industry and so on all can become a star membership upgrade. On the contrary, some malicious default electricity power customers, intentional violation by illegal means or power theft, deliberately disrupt the normal order of power supply, in the event of behavior such as the electric power enterprise development, directly deduct the customer credit score, and thus star service standards. This a kind of brand-new service concept, from the customer perspective, both to meet the high quality customer group the strong demand for power supply enterprise value-added services, and can suppress the breeding of customer groups and the fight against bad spread, at the same time, beneficial to the improvement of the power supply enterprise management benefit, is advantageous to the effect of power supply, is conducive to the development of electric power industry's long-term stability.
【Keywords】Power supply enterprises; The high-quality service; Star international customers【作者】
|石磊||：国网冀北电力有限公司唐山供电公司，地址：唐山市建设北路 7 号 邮编：063000；|
|Shi-lei||: Tangshan construction north road no. 7.;|
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