Summary of power customer service work

Summarizing the written materials of study, work and life in a period, a year and a stage can effectively exercise our language organization ability. Let's finish the summary carefully. How should I write a summary? The following is my summary of power customer service work. Welcome to share.

Summary of electric power customer service 1 At the end of the year and the beginning of the year, the new year began and our work came to an end. Looking back on the past year, although we didn't make any big mistakes in our work, there are still many problems that can't be handled in place and some small details in our work are not perfect. Our group is organized by Master Wang to hold regular group meetings to sum up problems and correct them in time. The following summarizes the problems encountered in the last year and the areas that need improvement, hoping to bring some help to other colleagues:

1, language communication ability:

(1) When talking with users, be careful, be rigorous, pay attention to art, and use the word "please" more often to make the tone more gentle; Try to use "sorry" instead of "sorry" when apologizing to users, which is more sincere; When users call to greet us and say "hello", try not to say "hello" again, but "what help do you need" instead; If you need to invite users to speak, you can use "please speak" instead of "you say"; Don't say abbreviations to users, speak in a complete and standardized way, and don't appear words such as "omission of insurance, investment promotion, agriculture, industry and commerce", or some sick sentences and inverted sentences. Speak at an appropriate speed. In case of old people or users with poor hearing, you should raise the volume and slow down the speech.

(2) When the user's electric card has problems and needs to be repaired, you should apologize to the user first. When introducing outlets, you can specify "Wait a moment, I'll help you find the nearest outlet", and explain the reasons for this phenomenon to users, reminding users to insert cards and send electricity as long as possible in the future to avoid this situation, so that users can feel that we are responsible for our work, so as to understand and cooperate with our work and reduce unnecessary disputes; When you receive a phone call from a user asking about power failure due to a fault, you should apologize to the user first and state that "it is our responsibility to ensure that you use electricity." If there is a fault, we will deal with it immediately, restore power supply as soon as possible, and reduce the inconvenience caused by power failure "; Because all banks' 24-hour electricity purchase outlets use' all-in-one-card' and have different names, so don't generalize when replying to users, it can be said to be' bank transaction card'.

(3) When answering the phone, be careful, pay attention to every word said by the user, comprehensively analyze the problems reflected by the user, find out the key, distinguish the responsible department that caused the incident, and solve the user's problems as soon as possible; Make it clear to users, don't ask users to do anything in a commanding tone, and don't casually promise or answer some uncertain questions and demands of users. Don't talk for too long so as not to bore users, put yourself in their shoes. Take the initiative when talking to users, don't just rely on experience, talk too casually, and pay attention to leave room for yourself when replying to users.

2. Business and problem handling:

(1) Newly-built community, asking about temporary electricity consumption:

It can be explained as follows: because the overall project of the residential area is not completed, developers can't wait until all the projects are completed before selling commercial houses, so they can only complete one and sell one. During this period, he didn't have the conditions to turn to formal power supply, so he temporarily used construction electricity to supply electricity to residents. Project completion does not refer to the completion of the whole building, but refers to the overall completion of residential projects, including gas, water supply and drainage, electricity, residential ancillary facilities and so on. The completion report is stamped with the completion opinions and official seals of the relevant units, and the complete coverage is considered as the real completion, and the relevant procedures can be handled in the power company.

(2) About the card refund meter:

It can be explained as follows: in the case of the overall removal of the electric card or the confusion of the electric card of the corridor light, a refund can generally be handled, and other cases will not be handled in principle, but users can directly contact the corresponding local outlets for inquiry if there are special reasons.

(3) About Shijingshan School Table:

If you meet a user in Shijingshan District who wants to check the electricity meter, you can explain: Because the school electricity meter department works during administrative hours from Monday to Friday, if the user applies for maintenance in the morning, it can usually be arranged on the same day, so you can explain it clearly to the user to avoid misunderstanding. This kind of work in other urban areas can't be arranged on the same day. If the user fails to handle the request after several days of maintenance, you can ask the user to contact the card meter calibration department of each company directly to make an appointment.

(4) When the user reports that the switch in the electric meter can't be turned off, be sure to check the power for the user. Regardless of the new meter or the old meter, the switch will automatically trip at zero point, and the switch will not be closed without inputting electricity. However, this situation is normal, so please buy electricity. If it is verified that this is not the case, please turn off all electrical appliances and leakage switches in the room and try again. Because household appliances and wires are easy to cause short circuits, the switch in the electric meter will trip or not turn off. Only by disconnecting the faulty line and closing the in-table switch can we accurately judge whether the in-table switch is faulty. But remember not to let the user try to plug in the socket, because the short circuit of the line may cause ignition, which will be dangerous.

(5) About the scope of planned maintenance power outage:

It can be explained as follows: because the power company's lines are complicated, whether it includes the user's area can not be determined for you immediately. We release relevant information to the public for the reference of nearby residents only. As a reminder, you can confirm it with the real estate unit, because since you live in this community, as a property or property right unit, you have the responsibility and obligation to ensure the use of public facilities such as coal, electricity, water and gas.

(6) If you receive a phone call from a user, it is reported that our personnel have a dispute with the user and injured the user at the emergency repair site for some reason;

It can be explained as follows: since the injury has happened and you have physical evidence at the scene, this kind of incident does not belong to our service scope. I suggest you take legal measures, call the police or call 1 10 to find out the facts on the spot. If it is really the responsibility of our staff that causes minor injuries and the above consequences, our staff will bear criminal responsibility, and our company will also conduct criminal investigation on the directly responsible units and individuals.

(7) If you receive a phone call from the unit electrician to report the internal fault handling, please ask our company to cooperate with the power outage and try to let the electrician handle it by himself. Because electricians have to hold electrician's books, they can only bring them after passing the professional examination of the Labor Bureau, so the holders must have low-voltage live working skills. If they really exceed the scope of electrician's ability, they will be rescheduled.

(8) Regarding complaints:

If you receive a phone call from a user complaining, you should first sincerely thank the user. "Welcome your valuable comments and suggestions on our work, which is conducive to the improvement and improvement of our work." Listen carefully to the content of users' complaints, find out the key problems that users want to solve, try to communicate with users and help them solve problems. But you can't blindly follow users. If there is a problem with the service or personnel of our company, it should be recorded, but if there is no fault at all, even if the user complains, it will not be accepted. For example, users need to bring proof of real estate to replenish their cards, but some users don't understand and want to complain, so they can explain to them. Bringing proof of real estate is also to avoid unnecessary corrections in the future. For the sake of users, there is no need to accept such complaints. For users who complain about power failure due to arrears, please try to explain relevant laws and policies to them, and pay off the arrears to avoid power failure. If users are not satisfied with other work of our company, they can call again after solving the power consumption problem to reduce the occurrence of complaints.

(9) It was found that some residents in Dongcheng District had knife switches in front of their desks. This switch is convenient for users to handle internal faults. Property rights generally belong to power companies and real estate units, and both parties have the right to deal with them.

(10) There are two buttons next to the indoor leakage protector. One is the reset button: when the line is short-circuited or leaked and the switch trips, press this button to close it; The other is the test button (marked with a T-shape): if there is electricity in the socket of the meter, press this button and the switch will trip. If there is no action, it proves that the socket of the meter may be dead. In general, users should do a trip test once a month to determine whether the leakage protector is normal.

3, work order processing, etc.:

(1) Since the assessment of the dispatching work order has started, the attendant should record the address in detail and accurately, and the contents should be concise and to the point, such as "Please check", "Electrician has checked", "Please contact first" and "Strong request". There is no need to fill in it, but it is important to indicate it. General maintenance orders should be filled in a unified format as far as possible, which can save our thinking time and facilitate the management of long-term value. Don't type wrong words and ill sentences, and try to hang them up after filling them out.

(2) The personnel on duty should maintain high work enthusiasm, make more use of their spare time to learn professional knowledge, consult modestly at ordinary times, and cooperate with each other and unite and cooperate with team members. For the usual problems or important information, we should record and summarize them in time to improve our professional level. Control your emotions at work and ensure the quality of your work every day. Abide by work discipline and don't do anything unrelated to work. Correct service attitude, change our service from passive to active, improve service awareness, and look at the problem from the standpoint of users.

(3) If the user has questions about the work order with existing results, don't listen to the user easily. You can help him contact the grassroots, and then explain to the user after understanding the specific situation. Don't talk to users casually, and analyze who is right and who is wrong.

(4) If there is no accident report, you need to transfer to the local customer service after receiving a call from the outer suburbs reflecting the power outage. After the transfer, you can click on the meeting to know whether there is a fault. If it is an external fault, you should report it to the shift supervisor and make an announcement, so that the person on duty who receives the call here again can make a convenient judgment.

The above three aspects are the problems and shortcomings that my team members usually encounter when answering the phone. Through the timely correction and strict supervision of Master Wang, we gradually mastered the relevant business knowledge and had a profound understanding. Only by integrating knowledge can we explain the service to users more clearly. In terms of dialogue with users, we have also changed many faults, such as spoken English, tone and intonation, dialogue skills and so on. , more and more standardized. Although we have made some progress this year, we are still far from answering every call perfectly. Whether it's business or service, we should learn from outstanding duty officers in other groups or service pacesetters in other units to improve our own quality.

Master Wang often takes the team members to study in kind at his convenience or in his spare time, so that we can master the relevant knowledge more simply and clearly. In the new year, we hope to have more on-site business practices, such as newly added network instruments, line bird repellers, user-side metering devices and wiring, as well as various business processes related to new communities. Now we only have a general understanding of the above business. If the user asks for specific information, we can't reply to the user. Through field study, you can have a deeper grasp and increase your business depth. Because I often meet some reporters or users with strong legal awareness calling to ask some questions, I feel a little hard when answering, and my speech is not rigorous, which makes it easy for users to take advantage of loopholes and cause unnecessary trouble. I hope to explain some common legal foundations. In the language of communication with users, we will continue to be strict with ourselves with high standards, provide users with standardized, thoughtful, enthusiastic and fast services, and ask Master Wang to supervise and guide us.

Summary of electric power customer service II. The customer service center is responsible for the electricity service for urban and rural residents. The center has customer information department, power business processing department and power business consulting department. In recent years, the customer service center has actively carried out honest services, created civilized windows, and provided "high-quality, convenient, standardized and sincere" services for the masses, making the customer service center a standardized, pragmatic and efficient grassroots service window. Below, I will give you a brief report on the window construction of the customer service center.

First, deepen the construction of window hardware and create a home-away service environment.

1. Introduce information technology and improve service means. The industry has expanded the application and installation linkage service, shortening the customer's processing cycle to the shortest and improving efficiency. The customer service center has established the 12398 system, which has set up a bridge to connect customers. In order to facilitate customers to pay their electricity bills, we will inform customers as soon as possible after the electricity bill is settled, which shortens the time for customers.

2. Optimize service facilities and beautify the service environment. The company invested a lot of manpower and material resources to build a brand-new business place. The business hall of the customer service center adopts open service, and the service items and workflow in the hall are posted on the wall. The hall also carefully provides customers with pure water, umbrellas, needles and needles, reading glasses and other convenient appliances. The whole business hall has been designated as a "smoke-free area", a health responsibility system has been formulated, and a health supervisor has been set up to create an elegant and comfortable environment for customers.

3. Establish a supervision mechanism to improve service quality. Our customer service center has set up supervision telephones, report boxes and suggestion books, hired 120 professional ethics supervisors, and held regular supervision meetings to study how to improve their own shortcomings, better provide quality services and maximize customer satisfaction.

Two, strengthen the window team construction, establish a first-class service team.

1. Strengthen training and improve the quality of employees. Window staff use civilized language in a unified way and make work badges, dressing the. Distribute the Code of Work Etiquette for the Staff of Anze Sub-branch to the customer service center and other window units, and organize the study.

Third, promote characteristic services and cultivate a quality service culture.

1, adhere to the "first inquiry responsibility system" and implement one-stop service. Implement the system of "one-stop talking to the outside world" throughout the company, strictly implement the "first inquiry responsibility system", adhere to the "three rules and ten rules" put forward by the company, quickly handle customer complaints, consultations and business acceptance, and realize "turning from inside to outside". As long as customers "enter a door and find a person", they can complete all the procedures for electricity use within the time limit stipulated in the "Ten Commitments" of the company's power supply service.

Summary of power customer service work 3 I. Basic situation of the project

Project name:

Project location:

Construction unit:

Design unit:

Supervision unit:

Construction unit:

Supervision work:

Xxxxxx project is located in xxxxxxxx. Building area: xxxxx, frame structure, six floors above ground. The foundation of this project is C35 concrete independent foundation, the frame column is C35 concrete cast-in-place structure, and the roof and beam are C30 concrete cast-in-place structure; Polymer cement waterproof layer for roof, indoor hardcover, dry hanging stone for external wall. This project started on xx, xx and was completed on xx, xx.

Second, the project supervision

The supervision institutions of this project are: xxx as the chief supervision engineer, xxx as the civil supervision engineer, xxx as the electrical supervision engineer, xx as the water supply and drainage supervision engineer, and xx as the HVAC supervision engineer. Professional supervision engineers are responsible for the control of professional supervision target values, and supervisors are mainly responsible for information management and side-by-side work. The supervision unit implements the director responsibility system. After the director prepares the supervision plan, the supervision organization will supervise and standardize the construction in strict accordance with the supervision plan and relevant specifications under the leadership of the director.

Third, the construction stage supervision procedures

According to the contract entrusted by the supervisor, the investment, quality and schedule control are mainly implemented in the construction stage of this project. After the supervision personnel of the project department enter the site, according to the engineering characteristics and the supervision entrustment contract, firstly, the technical documents of supervision planning are compiled to guide the whole engineering supervision work, and then the detailed supervision drawings are compiled in detail according to the supervision planning and construction drawings as the implementation documents to guide the supervision business of various professions.

(A) Prior quality control

1, conscientiously implement the laws and regulations related to engineering construction, strictly follow the design drawings, design changes, the blue prints.the design and other related specifications, strictly control, start with the quality of each subdivisional work, supervise and inspect one by one, and implement the work quality supervision between each working procedure.

2. Before the start of each special construction, the supervisor requires the construction site management personnel to make detailed technical disclosure to the contractor, and make clear the relevant technical requirements for quality control, so as to ensure the smooth progress of the construction, avoid the losses caused by rework, and strive to achieve the construction quality in one step.

3. Strictly control the use of good materials. The raw materials used in the project shall be subject to inspection system. Unqualified materials are not allowed to be used in engineering, especially steel, cement, bricks and waterproof materials. It is required that the materials used in the project should not only have the factory certificate and bill of materials, but also have the inspection report issued by the central laboratory, and then be used in the project after being confirmed as qualified in kind, so as to be foolproof.

(2) Quality control during and after the activity.

1. Adhere to the principle that the previous procedure shall not enter the next procedure without supervision and acceptance. In daily construction, supervisors take the form of patrol inspection, requiring all supervisors to do "four diligence", namely, hand diligence, leg diligence, eye diligence and mouth diligence. If quality defects are found, they should be rectified to the construction unit, and the construction of the next working procedure can only be carried out after re-inspection by the supervisor.

2. Especially for the key problems encountered in foundation and main body construction, the supervisors actively contacted the contractors and tried their best to solve them properly.

3. For the individual quality defects and irregular behaviors found in the daily inspection and patrol of the supervisor, the supervisor shall be informed in time, and the construction personnel shall be ordered to rectify in time, so as to effectively control the quality.

(3) Control of project schedule

Review the general construction schedule, monthly schedule and weekly schedule submitted by the construction unit. The weekly and monthly construction progress is basically consistent with the planned progress. According to the verified workload, the funding basis is formulated and the funding documents are issued.

Fourth, the performance of the supervision contract

My project supervision department, under the leadership of the director, controls the quality, investment and progress of this project according to the supervision rules and regulations, and manages the construction safety and construction data. In terms of quality control, the disclosure and construction plan of the construction unit should be reviewed before construction, and pre-control should be carried out; At the same time of pre-control, strengthen the inspection and supervision in the construction process, strengthen the control in the process, and prevent the occurrence of unqualified items. After the completion of each inspection lot and subdivisional work, inspection and acceptance shall be carried out. For the problems in acceptance, the construction unit should be supervised to make rectification, and the next working procedure can be carried out only after it meets the requirements. In terms of investment control, first of all, my project supervision department analyzes the risk of the project cost target according to the relevant provisions of the construction contract and construction drawing, and formulates preventive countermeasures. Secondly, in the process of construction, professional supervision engineers measure the quantities submitted by the construction unit on the spot, review the bill of quantities and the application for project payment according to the construction contract, and then report it to the chief supervision engineer for approval. Finally, the chief supervision engineer shall sign the project payment certificate and report it to the construction unit. For the quantities that fail to pass the quality acceptance of the supervisors, or do not meet the requirements of the construction contract, the supervisors refuse to apply for measurement and payment of this part of the project funds.

In the aspect of schedule control, firstly, according to the construction contract, construction drawing and construction organization design, the schedule control scheme is formulated, the risk analysis of schedule target is carried out, and the preventive countermeasures are formulated. Secondly, in the process of construction, the chief supervision engineer will examine and approve the general schedule, annual, quarterly and monthly construction schedule. Third, professional supervision engineers check and analyze the implementation of the progress plan, and ask the contractor to prepare the next progress plan when the actual progress conforms to the progress plan; When the actual progress lags behind the planned progress, the professional supervision engineer shall notify the contractor in writing to take corrective measures and supervise the implementation.

Five, supervision unit engineering quality evaluation

After the completion of each division project, the construction unit shall report it to the site supervision for verification. After verification by the supervision company, the foundation and foundation division, main division, roof division, decoration division, plumbing division, electrical division, intelligent building division, ventilation and air conditioning division and elevator division are all qualified divisions, with good impression and complete technical guarantee information. The project was approved as qualified.

Please correct me if there is anything wrong with the above.