天津市燃气集团客服中心系统地研究应用.pdf

中文摘要 天津市燃气集团有限公司是一家以天然气能源为原材料，对其进行开发、 加工、销售、维修全过程的利用的大型国有企业。它承担着天津市区及周边 18 个区县的供气、供暖等居民生活和各大中小型工商企业的生产经营需要的责任， 真正实现了城市供气管道网络全覆盖。具体表现为铺设管网，燃气运输，能源加 工，工程设计及施工，表具开发及制造，上门收费及维修，客户服务与管理等运 营流程。在这些经营管理有序的运转中，客户服务网络中心作为一个上传下达的 关键部门，它担负起企业与终端客户之间需求与供给相互协调的纽带作用。 完善的燃气客服系统对一个大型企业来说是尤为重要的，该系统既要包括常 规性的接听和应答功能，还要具备归集客户反馈信息，连接各部门的繁琐机构， 确保各分公司，分所，分站的网络畅通，确保处理突发事件的应急处理能力、独 立完成事件处理、回复、回访的全过程，以及对坐席人员的内部考核等功能，并 能够应对各类紧急突发情况的发生，确保全市及周边居民生命财产安全。 本文旨在通过探讨燃气集团客服系统的研究和应用，为燃气集团加强服务质 量管理水平提供参考和拓宽新的思路，以切实促进服务网络系统管理整体水平的 提高，文中通过对其他企业客服系统进行研究与分析后，首先提出了本企业客服 系统的框架和功能特点，又对系统的各个功能进行了逐一的分析，最后给出了本 系统的优越性及尚需进一步完善的问题。 关键词：燃气集团 客户服务 客服系统 Abstract Tianjin gas group co., LTD. is a large state-owned enterprises ,used natural gas energy as raw material, and has the whole process of development, processing, sales and maintenance.This company provides the gas and heating for the residents and the company to Tianjin and the surrounding 18 districts. And really realize the urban gas supply pipe network full coverage. The specific performance for laying pipeline, gas transport, energy processing, engineering design and construction, table with development and manufacturing, the door charge and maintenance, customer service and management of operation process. The customer service network center as a upload the key department issued, which is the bridge between the customer and the company. Perfect gas customer service system is particularly important. This system should include regular answer and response function, but also have summarize customer feedback information, connecting the departments complicated mechanism, to ensure the network unimpeded, ensure handling emergencies emergency handling ability, independent complete event handling, reply, the whole process of return visit, and reclined at the table personnels internal assessment, etc., and can deal with all kinds of emergency the