供电服务网格化工作手册9787519854553
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作者国网山东省电力公司组编
出版社中国电力出版社
ISBN9787519854553
出版时间2021-09
装帧平装
开本32开
定价38元
货号11276500
上书时间2024-12-12
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目录
前言1 网格化客户经理职责 ··································· 11.1 营业业务 ·········································· 21.2 计量管理 ·········································· 21.3 电费电价 ·········································· 31.4 台区线损 ·········································· 41.5 用电检查 ·········································· 51.6 分布式业务 ······································· 51.7 新型业务 ·········································· 61.8 “互联网 +”推广 ································· 71.9 设备运维 ·········································· 71.10 设备检修 ······································· 101.11 抢修服务 ······································· 101.12 属地化协调 ····································· 111.13 10kV 分线线损 ································ 121.14 安全管理 ······································· 121.15 行风和优质服务 ······························ 132 网格化客户经理业务流程 ··························· 142.1 营业业务 ········································· 152.2 计量管理 ········································· 422.3 电费电价 ········································· 532.4 台区线损 ········································· 642.5 用电检查 ········································· 692.6 分布式业务 ······································ 772.7 新型业务 ········································· 832.8 “互联网 +”推广 ······························· 952.9 设备运维 ········································· 992.10 设备检修 ······································ 1062.11 抢修服务 ······································ 1092.12 属地化协调 ··································· 1132.13 10kV 分线线损 ······························· 1182.14 安全管理 ······································ 1222.15 行风和优质服务 ····························· 1263 网格化服务渠道 ····································· 1393.1 推广网上国网APP 办电e 助手、专属客户经理服务渠道 ···························· 1403.2 规范建立服务微信群 ························· 1423.3 规范电管家服务形象 ························· 1433.4 规范电管家服务行为 ························· 1453.5 常见咨询答复 ·································· 1494 网格化服务装备 ···································· 1574.1 规范服务着装 ·································· 1584.2 规范服务车辆 ·································· 1604.3 规范服务工具 ·································· 1634.4 应用服务终端 ·································· 171附录A 网格化服务知识库 ·························· 176A.1 营业业务 ······································· 177A.2 计量管理 ······································· 183A.3 电费电价 ······································· 186A.4 台区线损 ······································· 192A.5 用电检查 ······································· 195A.6 分布式业务 ···································· 199A.7 新型业务 ······································· 208A.8 “互联网 +”推广 ······························ 209A.9 设备运维 ········································211A.10 设备检修 ······································ 225A.11 抢修服务 ······································ 227A.12 属地化协调 ··································· 230A.13 10kV 分线线损 ······························· 232A.14 安全管理 ······································ 233A.15 行风和优质服务 ····························· 236
精彩内容
网格化综合服务是“强前端 大后台”现代服务体系建设的重要组成部分，是践行“人民电业为人民”企业宗旨的最前端、最直接的重要载体，其服务质量和服务效率直接影响客户感知和企业形象。 本手册由山东省电力营销部组编，结合当前网格化综合服务工作要求，从职责、流程等方面对网格化综合服务整体工作进行全面规范。全文从网格化客户经理职责、网格化客户经理业务流程、服务渠道、网格化服务装备、网格化服务知识库等方面进行规范，通过网格化综合服务“一套模板”，进一步提升客户经理服务水平，提升营配末端管理效率与服务前端响应能力，满足人民群众日益增长的美好生活用电需求。
媒体评论
供电服务是最基础的供电服务单元，直接面向城乡客户。国网山东省电力公司以“责任明确、上下贯通、沟通顺畅、服务一流”为目标，立足客户视角、立足现场服务，坚持“有利于快速响应客户诉求、有利于现场服务高效规范、有利于公司经营提质增效”的原则，突出“实际、实用、实效”，建立网格化综合服务手册，力促网格化现场服务“标准、规范、便捷、高效”，彻底打通电力服务最后“一纳米”。
力促网格化现场服务“标准、规范、便捷、高效”，书中配有视频演示二维码，扫描可以观看学习。还提供相关表格的下载。
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