Customer service work of water supply enterprises

Tap water customer service center always takes users as the center and insists on? Customer first, service first? Work according to the principle of. Doing a good job in customer service of tap water is the cornerstone for enterprises to strive for the continuous growth and development of users and the key for enterprises to embark on the road of healthy, coordinated and stable development!

I. Importance of customer service work

Water supply is a basic livelihood issue. How can enterprises keep abreast of users' service needs, constantly improve service work, improve users' satisfaction and be a good water company? People-oriented, customer first? Our service concept can be truly reflected, which is the overall goal of the water supply service of the head office.

Second, pay attention to traffic regulations.

? Customer satisfaction, endless service? . Water supply work is to satisfy users. Should water companies insist on water supply services? Exchange our enthusiasm for the hearts of the people? . Customer service should be done in the following aspects:

1. The first article of the traffic specification does:? Have a greeting when you come and leave a message when you leave? There should be a greeting. The standard greeting can be? Hello, go ahead. ? Give users a concise and polite greeting, so that the next reception work can go smoothly. Then, according to the consultation, repair report, omission and complaint problems reflected by users, the answers are classified to users according to traffic specifications. In the process of answering, the language should be kind, think what the user thinks, be anxious about what the user is anxious, and pay attention to guiding the user's thinking. According to the actual situation to the user for processing and answering. When it is judged that it belongs to the maintenance scope of the water supply company, the personnel on duty will record the detailed information of the user, including detailed address, contact information, user name, etc. 2. It is very important for users to repair underground water leakage, but due to the complexity of the leaking address, it sometimes involves guidance to users. Excuse me, are there any obvious signs or buildings near the leaking place? Wait a minute. User information must be collected accurately. In the actual reception, the incoming calls that users often encounter are not the contact information of users themselves, and the address left by users is not the address for maintenance. It is very important to collect the user's address and name information for transferring to the second-level management unit. Therefore, the detailed and accurate records of operators will be beneficial to the work of the second-level complaint department and improve the service quality. 3. Attention should also be paid to shortening the call in the traffic specification. In traffic reception, users sometimes report repairs and complain repeatedly, and operators skillfully shorten the call time at work, which can prevent users from being busy for a long time and hinder other users from dialing in. At this time, the operator is required to repeat the user's question to show that he really understands the user's intention, knows how to help the user better, and clearly tells the user that his situation has been recorded in detail and clearly understood, and will be handled by the user in time. At this time, the user naturally ends the call, saving the call time.

Third, emotional users and difficult problems

Handling of users with excessive emotions: customers with excessive emotions are often encountered in customer service work. First of all, learn to put yourself in the user's shoes and work from the user's point of view. Let users feel that we attach great importance to users' feelings and effectively resolve users' emotions. Secondly, guide the user to tell. Sometimes users are too excited to vent their emotions and get to the point after calling in. Third, use relevant language. In the voice, let users feel the concern of tap water customer service staff, such as using? Deal with it immediately? Contact immediately? I understand your anxiety, okay? Wait a minute. Let users feel at ease. Finally, deal with users' problems in time. After the traffic is over, it is necessary to contact the second-level management department in time to feedback the user's opinions and understand the situation. Solve practical problems.

Handling of difficult problems: We often encounter some difficult problems when accepting complaints, and we can't answer them at the moment. In this case, we should carefully understand the problems reflected by users, carefully record and deeply analyze users' ideas, and feed back the implemented information to users, so that users can understand and agree with the progress of tap water customer service.

There are three points to deal with the difficult problem: 1. Understand the factors that cause difficulties, whether it is improper internal coordination or external reasons, such as broken roads and coordination. 2. Communication: communication with users and relevant internal departments. 3. Report: Report problems to department leaders in time.

All the above methods can effectively avoid users' leapfrog petitions and complaints.

The fourth is to accurately schedule work orders and coordinate the first-level network unit and the second-level network unit.

For user complaints, repairs and leaks, work orders must be sent according to the work scope of the secondary network unit. Ensure the accuracy of work order scheduling. Its importance lies in: accurately scheduling work orders can complete the acceptance work efficiently and with high quality.

Talking about the coordination between the first-level network unit and the second-level network unit is an important link in the work. Thereby avoiding users from petitioning. The premise of scheduling work orders is to master all the information of water supply work.

There are three reasons for many complaints about water cuts:

1. Post the notice. Notice posting location and font size should be eye-catching. The notice is for users to see, so that users can see that the open community should post more copies. In order to avoid tearing up the whole street sanitation inspection in the closed community, measures can be taken, such as making a movable signboard and putting it at the door of the community, or making full use of it. The time of stopping water supply and restoring water supply should be clearly written, and this time should be absolutely responsible for this time. If you are not sure when the water will be cut off, you'd better type ahead of time. 2. Time to stop water. No special circumstances to avoid seasonal, peak, holidays, heating period water supply. Consider the user's feeling of repeatedly cutting off water for a long time. For example, some units in the same area stop water supply for pipeline maintenance today, and then clean the reservoir to stop water supply tomorrow. This kind of work arrangement is very unreasonable. 3. Horizontal coordination. No matter whether the water supply is stopped in a large area or in a small pumping station, the water supply department should inform the customer service at the first time, and at the same time inform other departments that should be notified and their large users to avoid users complaining to the Municipal Bureau.

Five, the promotion of business knowledge can better serve users and improve service quality.

Customer service is a meticulous work, and staff should strive to improve their work skills, business knowledge and work experience to adapt to the ever-changing customer service needs.

1. Arrange concentrated study time at least once a week, discuss the doubts, difficulties and hot spots of the week, communicate effectively at work, form records, and formulate corresponding preventive and corrective measures. 2. By learning and understanding the business situation of other departments of the company, the relevant regulations and processes of external service, we can expand our knowledge and improve our business level, and combine our previous work experience to try to answer the professional questions raised by users accurately.

3. Strengthen typing practice and Putonghua training every week.

4. Deepen the strengthening of business knowledge in this position through regular business knowledge examinations. And grade, summarize, analyze and maintain the effectiveness of the exam, and constantly improve the professional level.