《电力公司客户服务管理》-毕业论文（设计）.doc

精品 精品 毕业设计（论文） 题目：电力公司客户服务管理 学生姓名： 学 号： 专 业： 指导教师： 年 月 精品 PAGE 15 电力公司客户服务管理 摘 要 客户服务管理的核心理念是企业全部的经营活动都要从满足客户的需要出发，以提供满足客户需要的产品或服务作为企业的义务，以客户满意作为企业经营的目的。客户服务质量取决于企业创造客户价值的能力，即认识市场、了解客户现有与潜在需求的能力，并将此导入企业的经营理念和经营过程中。优质的客户服务管理能最大限度地使客户满意，使企业在市场竞争中赢得优势，获得利益。本文通过对电力公司客户服务管理现状的分析，结合电力企业的特点，提出了一套适合我国电力企业特点的客户服务管理体系。本文遵循着简单规范、实用有效的原则，对电力公司客户服务管理制度的系统化设计，以实现电力公司与电力客户的有机合作，并将设计重点放在全心为顾客服务的方案设计上，进而完善了电力公司与客户之间的美好合作制度。这对我国目前电力公司开展有效的客户服务管理具有重要的指导意义和应用价值。 关键词:客户服务；客户服务管理；管理制度  Power company customer service Management 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 a