6稅收風(fēng)險分析典型案例報告(已修改)
2025-09-20 21:35 本頁面
【正文】 稅收風(fēng)險分析典型案例報告 服務(wù)風(fēng)險典型案例 目錄目 錄.....................................................................................................................................................................2 一、抄表收費...........................................................................................................................................................1案例1：估抄電量出差錯應(yīng)急不足被投訴.....................................................................................2案例2：欠費停電太隨意客戶不滿引糾紛.......................................................................................4案例3：流程執(zhí)行不嚴格重復(fù)收費引投訴.....................................................................................6案例4：搭車收費不應(yīng)該客戶質(zhì)疑“亂收費”.............................................................................8 二、業(yè)擴報裝.........................................................................................................................................................10案例5：裝表接電違承諾客戶投訴沒商量...................................................................................11案例6：客戶溝通要及時主動服務(wù)應(yīng)到位...................................................................................13案例7：不重安全釀隱患亡羊補牢早化解...................................................................................15 三、停限電管理.....................................................................................................................................................17案例8：惡意停電釀苦果意識淡薄毀形象...................................................................................18案例9：考慮欠周全停電引不便....................................................................................................20案例10：戶表接反錯停電推諉處理不應(yīng)當(dāng).................................................................................22案例11：檢修停電遭投訴牢記責(zé)任是關(guān)鍵.................................................................................24案例12：圖簡單停電了事招非議名聲受損.................................................................................26 四、供電搶修.........................................................................................................................................................28案例13：搶修中與交警發(fā)生矛盾產(chǎn)糾紛.........................................................................................29案例14：搶修人員技術(shù)差招致客戶不滿意.................................................................................31 五、營業(yè)廳服務(wù).....................................................................................................................................................33案例15：延伸服務(wù)招投訴好心反讓人窩心.................................................................................34案例16：流動車是新氣象服務(wù)管理要跟上.................................................................................36案例17：解答咨詢“惜字如金”遭受投訴教育深刻................................................................38案例18：懵懂客戶代表被采訪寫成“新聞頭條”惹風(fēng)波........................................................40 六、95598服務(wù)......................................................................................................................................................42案例19：客戶再三反映表不準內(nèi)部連環(huán)失誤遭投訴................................................................43案例20：一句話引起的“風(fēng)波”.............................
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