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Study on Customer Service Strategy Audit for Power Supply Company

Author: WuLan
Tutor: YangShuXia
School: North China Electric Power University (Beijing)
Course: Business management
Keywords: power supply service strategy marketing audit
CLC: F239.6
Type: Master's thesis
Year: 2010
Downloads: 82
Quote: 1
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Abstract


With the marketization reform of electric power industry, power supply companies pay more and more attention to customer service strategies. This paper introduces the connotation of service, embodiments of service, and strategies of the power supply service projects. Then audit and service strategy auditing theories are discussed, together with audit procedures and contents for the power supply company customer service strategies. Next, customer service strategy audit methodologies are established, including list auditing, operation flow chart auditing method, and the 3-D priority improving matrix method. According to those research methods given above, enlarging installation service project is taken as an example to show and explain how they are used. Then we get the audit process audit framework and industry service strategies improving audit results. At last, this paper put forward service advice adjusting direction based on audit results.

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CLC: > Economic > Economic planning and management > Audit > Professional audit
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