ABSTRACT
Customer service management is the core concept of enterprises of all business
activities to meet customer needs, to meet customer needs to provide a product service as
the obligation of the enterprise, customer satisfaction as the purpose of business. Customer
service quality depends on the enterprise to create customer value, namely the
understanding market, understand existing customers and potential demand ability, and the
implementation of enterprise management concept and management process. Quality
management of customer service to maximize customer satisfaction, so that enterprises in
market competition to win advantage, benefit. This article through to the power company
customer service management present situation analysis, combine the characteristic of
power company, put forward to suit our country electric power enterprise customer service
managemsystem.Following the simple norms, practical principle, the power company
customer service management system system design, to achieve the power company and the
electricity customer organic cooperative, and designed to focus on whole-hearted service to
customers design, thus improving the power between a company and its customers better
cooperation system. This current to our country electric power company to carry out
effective customer service management has important guiding significance and application
value.
Key words: customer service; customer service management; management system