- 1、本文档共37页,可阅读全部内容。
- 2、原创力文档(book118)网站文档一经付费(服务费),不意味着购买了该文档的版权,仅供个人/单位学习、研究之用,不得用于商业用途,未经授权,严禁复制、发行、汇编、翻译或者网络传播等,侵权必究。
- 3、本站所有内容均由合作方或网友上传,本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺!文档内容仅供研究参考,付费前请自行鉴别。如您付费,意味着您自己接受本站规则且自行承担风险,本站不退款、不进行额外附加服务;查看《如何避免下载的几个坑》。如果您已付费下载过本站文档,您可以点击 这里二次下载。
- 4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等,请点击“版权申诉”(推荐),也可以打举报电话:400-050-0827(电话支持时间:9:00-18:30)。
查看更多
电力公司客户服务管理的毕业论文
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
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 imize 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 managemsystemFollowing 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
目 录
中文摘要
英文摘要
第一章绪论 3
11 客户服务的定义 3
111 客户服务的特征 3
112 客户服务对现代企业发展的重要作用 3
12 电力客户服务的概述 3
121 电力客户服务理念的形成 4
13 电力客户服务的意义 4
131 电力客户服务与企业经营管理 5
132 电力客户服务与企业公共关系 6
第二章 电力客户服务人员管理 7
21 电力客户服务团队管 7
211建立高效电力客户服务团队 7
212内部满意度管理 8
22 电力客户服务人员的素质要求 8
221 提高电力客户服务人员的综合素质 9
222 优秀客户服
文档评论(0)