【正文】 形性。 management system目 錄中文摘要英文摘要第一章緒論 .................................................................................................................................3 客戶服務的定義 ......................................................3 客戶服務的特征 ...................................................3 客戶服務對現(xiàn)代企業(yè)發(fā)展的重要作用 .................................3 電力客戶服務的概述 ..................................................3 電力客戶服務理念的形成 ...........................................4 電力客戶服務的意義 ..................................................4 電力客戶服務與企業(yè)經營管理 .......................................5 電力客戶服務與企業(yè)公共關系 .......................................6第二章 電力客戶服務人員管理 .............................................................................................7 電力客戶服務團隊管 ..........................................................................................................................7 建立高效電力客戶服務團隊 ....................................................................................................7 內部滿意度管理 ...................................................8 電力客戶服務人員的素質要求 ..........................................8 提高電力客戶服務人員的綜合素質 ...................................9 優(yōu)秀客戶服務人員的素質培訓 ......................................10 電力客戶服務人員的績效管理 .........................................11 績效管理與績效考核 ..............................................12 電力企業(yè)的績效管理與績效考核 ....................................13 電力客戶服務績效考核 ............................................14第三章 電力客戶管理及客戶服務體系 .................................................................................15 電力客戶管理概述 ....................................................15 電力客戶信息管理 ...................................................16 電力客戶信息管理 ................................................17 電力客戶信息收集 ................................................18 電力客戶信息管理 ................................................19 電力客戶分級管理 .............................................................................................................................20 電力客戶滿意度與忠誠度管理 .........................................21 電 力 客 戶 滿 意 度 管 理 ............................................22 電 力 客 戶 忠 誠 度 管 理 ............................................23 電力客戶關系管理 ....................................................26 電力營銷服務體系的組織機構 .........................................27 傳 統(tǒng) 電 力 營 銷 組 織 結 構 ..........................................27 新 型 營 銷 組 織 體 系 的 探 索 ........................................28 電力營銷服務體系的主要職能 .........................................29 客戶服務層 ...................................................................................................................................31 營銷業(yè)務層 ...................................................................................................................................31 客戶服務監(jiān)督管理層 ................................................................................................................32 營銷管理決策層 ..................................................32 電力營銷服務體系運營管理要素 ...............................................................................................32 電力營銷服務對象 ....................................................................................................................32 電力客戶服務人員 ................................................33 電力營銷服務的業(yè)務流程 .............................................33 新裝增容用電業(yè)務 ................................................33 變更用電業(yè)務 ....................................................35第四章 電力客戶服務技巧 ...................................................................................................25 不同環(huán)節(jié)的客戶服務技巧 .............................................37 售 前 、 售 中 和 售 后 服 務 ..........................................40 接 待 客 戶 的 技 巧 ................................................40 不同類型的客戶服務技巧 .............................................40 大客戶的服務技巧 ................................................41 居民客戶服務的技巧 ..............................................41 處理客戶服務壓力的技巧 ..............................................41 認識壓力 ........................................................41 管理壓力 ........................................................42參 考 文 獻 .............................................................................................................................43致謝 ...........................................................................................................................................44第一章緒論 客戶服務的定義 客戶服務的特征客戶服務的特征是指服務區(qū)別于有形產品的特征。關鍵詞:客戶服務；客戶服務管理；管理制度 POWER COMPANY CUSTOMER SERVICE MANAGEMENTABSTRACT 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 petition to win advantage, benefit. This article through to the power pany customer service management present situation analysis, bine the characteristic of power pany, put forward to suit our country electric power enterprise customer service the simple norms, practical principle, the power pany customer service management system system design, to achieve the power pany and the electricity customer anic cooperative, and designed to focus on wholehearted service to customers design, thus improving the power between a pany and its customers better cooperation system. This current to our country electric power pany to car