理解客户满意的驱动因素.pptVIP

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Presentation Outline J.D. Power and Customer Satisfaction 3 Keep the Customers in Mind 7 Communicate with Customers 22 Treat Employees Well 27 Top 10 Ways to Improve Customer Service Satisfaction 29 Looking Ahead 31 Satisfaction Best Practices 37 Make the Web Site Work for You 40 Appendix 51 * Improving Customer Satisfaction Through Customer Service Communicate with customers: Tell customers about upcoming controversial events Keep customers informed during outages Make contacting the utility simple * Report Excerpt Progress Energy is another utility that uses high-volume call answering to get more customer information about outages more quickly and, in turn, communicate the location and estimated time of restoration to large numbers of customers in a more timely fashion. In emergencies, the North Carolina–based utility outsources its overflow calls to Twenty First Century Communications, allowing the utility to answer up to 10,000 calls per hour and eliminating busy signals for customers. Progress Energy’s High-Volume Call Answering Project Report excerpt from Maggie Boys and Florence Connally, “Top Ways to Improve Customer Service Satisfaction,” E SOURCE Utility Customer Care Service, UCC-20 (June 2006). * APS Communicates to Improved Satisfaction Despite Substation Fire Source: E SOURCE; data from J.D. Power and Associates Report Excerpt “If you’re going to hear bad news, we want to be the ones to bear it,” says Tammy McLeod of APS. Her company was very forthcoming when a fire knocked out four of the 500-kilovolt transformers at the Westwing substation in July 2004. The utility made a point of keeping customers updated on what was going on, what measures were being taken to fix the problem, where the new transformer was coming from, and how the utility would keep lights on in the interim. Report excerpt from Maggie Boys and Florence Connally, “Top Ways to Improve Customer Service