国网承德县供电公司:“服务进万家”点亮绿色希冀

Core Viewpoint - The company is enhancing its customer service through targeted visits and tailored solutions to meet electricity demands, aiming to improve service quality and operational efficiency [1][2]. Group 1: Customer Engagement Initiatives - The company has initiated a "Service into Ten Thousand Homes" campaign, conducting targeted visits to understand and address customer electricity needs [1]. - A total of 1,227 urban and rural customers have been visited, resolving 224 electricity issues, achieving a one-time resolution rate of 98.7% [2]. Group 2: Operational Strategies - The company implements a "Class-Hall Integration" operational model, merging resources from service halls and teams to enhance business collaboration [2]. - The establishment of a digital grid management system and a simulated profit center supports cost control and resource optimization [1][2]. Group 3: Service Customization - The company has developed a customized service approach, creating tailored solutions based on customer types, electricity usage scenarios, and individual needs [2]. - A demand list for each household has been established, allowing for differentiated service plans for various customer segments, including industrial enterprises and vulnerable groups [2]. Group 4: Technology and Communication - The use of mobile terminals to access real-time load data during visits enables the technical team to devise immediate solutions [2]. - The company has set up 45 convenience service points and 423 WeChat groups to create a "15-minute response circle" for customer inquiries [2].