Summary of power marketing work

Electricity sales are closely related to the development of the national economy. Sales volume is affected by industrial and agricultural production, people's lives, and the development of various industries and economic growth. The transformation of urban and rural power grids for power supply enterprises is gradually improved, the structure of power supply networks tends to be reasonable, the operation is more stable and economical, and the reliability of power supply is further improved, which has expanded the power sales market to some extent. However, it is necessary to consolidate the existing market conditions, seek new growth points on the basis of the existing market, and further develop the market. We need to overcome the shortcomings in our marketing work and focus on the construction of quality services and corporate culture. Strive to build a new brand of power supply enterprise services.

I. Several issues affecting the marketing of power market in terms of quality service and corporate culture construction

1. The service concept of the enterprise has not been fully established. In the minds of employees, the relationship between the quality service and the interests of the enterprise and marketing is not clearly understood. It is considered that the quality service is an additional negative work and there is no organic combination with the work of the post. stand up. The staged short-term assault behavior is deeply rooted in the staff's thinking, and there are even some people who have the wrong idea of ​​"serving inferior people", and the service work is shrinking, embarrassed and embarrassing. Restricted the comprehensive and in-depth development of quality service work.

2. The quality service is not organically combined with the job, often it is a heavy form, going through the field, and one activity after another has been carried out vigorously, and it has not really reflected in the specific work. Some people even mentioned that quality service is to engage in activities, publicize on the streets, and distribute publicity materials for electricity use.

3. The service system is not smooth and the system is not perfect. Customer service should be a comprehensive design, full participation, and whole process control. It is wrong to think that the power supply enterprise service is the work of some departments and employees directly facing the customer. It is not formed in the whole process of the whole process control: the grassroots level of the agency service, Production service operation, operation service window, and service system of window service customers.

4. The means of service are backward. In the repair of electric power accidents, the means are backward, the repair time is long, the power outage range is large, the customer's electricity charges are hand-operated, the tracking and management of large customers cannot keep up with the development needs, and the handling of the installation and acceptance procedures is not said. "As long as the rest of a call is done by us," there are more steps to query.

5. The concept of service is not very clear. The content of the service is still in the responsibilities and work of fulfilling its own duties, such as accident repair of power supply facilities, equipment that is itself operated and managed by the power supply enterprise, and repaired by the power supply enterprise to eliminate self. The operating defects and accidents of the power supply equipment in the scope of property rights ensure safe power supply and cannot be regarded as a quality service in a complete sense. So, seriously completing the job itself is doing a good job of quality service? Still need to carry out some in-depth services?

6. There is no integration of quality service into the construction of corporate culture. The positioning of service brand of power supply enterprise, the strategy of operation, and the realization of personal value of employees are not very clear. There are fewer social activities to develop a service culture and shape corporate image content.

Second, pay attention to cultural construction, foster new ideas of corporate services

In the quality service activities carried out in recent years, the power supply service has been significantly improved. The first question-responsibility system, on-site service, and the "single-out, non-transfer" window service have made certain progress since the "Power Market Rectification and Quality Service Year Activities" launched in XX. Received good results. However, they all stay on a passive, shallow, and singular service. They are not completely based on a comprehensive construction based on the meaning of “people-oriented” and injected into the corporate culture. They do not truly reflect the values ​​of people in service. achieve. In the cultivating of the concept of service, we must enhance the realization of the value of employees and the cultivation of employees' awareness of competition. Through the construction of corporate culture, the service culture is infiltrated into all the activities of the enterprise, the importance of service culture in the enterprise is improved, the employee becomes passive service as the active service, and the staged assault behavior is the in-depth development of the integration work. Understanding the close relationship between quality service and corporate efficiency and personal interests is an important part of social morality construction. Combine the focus on personal image with the creation of service brand, in the service exchange with customers, through the communication between people and services, to achieve cultural communication, so that customers feel the benefits and pleasure in the quality service To enable the morality of both parties to cultivate and improve, to spread corporate culture and establish a good brand image.

Third, establish and improve the service mechanism and service system, so that employees can carry out high-quality service work in their respective positions.

Establish a service system of “institutional service grassroots, global service marketing, marketing service customers, and full service to the society”. Form a normal operation mechanism for good quality service inside and outside the enterprise, fully guarantee the service function of the marketing window. The services of each link must be organically combined, and the work of each service link must be integrated into the job responsibilities, and standardized, standardized, and daily operations should be implemented. Promote the standardization and standardization of job work through various high-quality service publicity activities, competition activities, and evaluation activities. Pay attention to the details of the service, and make a fuss about the difficulty of the service. In the establishment of the service mechanism, we must consider the establishment of a contact mechanism with customers, enhance communication and communication with customers, and truly form a marketing atmosphere that is customer-centric, full-service, full-process, and all-round customer service. At the same time, we must strictly implement the established power supply service commitment mechanism, and implement the integrity, through all-weather repair service, zero-point maintenance power-off plan, rapid fault handling, minimizing unnecessary power outages, shortening power outage time, and narrowing the scope of power outages. The measures reflect the flexible mechanism of job services. In the service mechanism, we also need to consider the analysis of the demand side and the forecasting mechanism of the market. Strengthen market research and demand side management, master the power supply and demand situation of various customers and various time periods, establish customer's electricity service files, track management and services. With the establishment of the new electricity marketing system of our bureau, the bank's collection of electricity tariffs has increased and become normal. The network service platform for electricity marketing has been formed. It is imperative to establish a modern electricity marketing information service mechanism. It is necessary to make full use of this platform, further introduce and improve various types of application systems, and truly realize services such as online payment, newspaper installation, and inquiries, and realize functions such as transportation monitoring, real-time meter reading, online monitoring and anti-theft for large customers. Modernization of the service mechanism.

Fourth, clarify the objectives of the service, provide quality services, and create a good environment for marketing in the power market.

To be honest, ask questions about some employees' services, standards, etc., and not all of them can be answered completely. They can only say "customer demand is the goal of our service, customer satisfaction is the standard of our service". the concept of. So what are the customer's needs is the goal of our service? All of the electricity demand is the target range of our services? If it is, it means that the maintenance and accident repair of the power supply and equipment including the customer property rights need to be borne by the power supply company, which is the topic of an extended service. The so-called extension service is actually the scope of maintenance and accident repair of power supply enterprises to the scope of property rights equipment for power customers. If it is not an extension service, the power supply enterprise is essentially fulfilling its own duties. The lines and equipment maintenance and accident handling of the power supply enterprise management and operation are themselves solved by the enterprise itself, but only the society promises to handle it within the specified time. The content of the customer's quality service is actually limited to the completion of the scheduled delivery of the electricity, the consultation, the inquiry service, the safety electricity and the regulation of the electricity consumption regulations. It is inevitable that the service of the power supply enterprise will be expanded on time, and it is inevitable that the power supply enterprise will be shortened and the registration procedure is simple. It is the main content to provide customers with quality service, that is, the report is connected. The date of electricity is longer. As a customer, it is only possible to handle the installation and reception of electricity once in a lifetime. After all, there are very few services for consultation and inquiry. There are many ways to obtain knowledge of safe electricity and electricity. The knowledge of today's society is developing rapidly. The information and knowledge they need can be obtained through a variety of media. Therefore, the maintenance and accident handling of the power supply lines and equipment that use the customer's property rights is a blind spot of service. As a customer of electricity, due to technical level and maintenance experience, some accidents are not easy to find out the cause, and cannot be eliminated in time, and normal power consumption is affected. As a power supply enterprise, it is considered to be the line equipment of the user's property rights. It is invested in manpower, material resources and other cost-consuming treatments. One household, two households, and two times are okay. The number of households is more than one year, and it is not too small. Expenditure, and with the first extended service, it is a misunderstanding of the service scope of the power supply enterprise in the customer. Even if an accident occurs on these line devices, or the property of the equipment is stolen, the power supply company should take responsibility. . In some places, paid services are now implemented. The government price department approves the execution price of a service and performs it in equipment maintenance and accident handling. Execution effects vary from place to place. Some local customers are satisfied, think that spending a small amount of money can restore electricity in a short period of time, restore production as soon as possible, reduce their own losses, and the output benefits are far from the service fees of the expenses, and it is convenient, just call one phone, the problem It’s decided. Some local customers think that they don't understand electricity. Power supply companies sell electricity through us. We buy your goods. You should provide services that ensure the smooth flow of electricity to the home, and what service fees are charged. As a power supply company that performs paid extension services, it is also a few happy ones. Some enterprises have reflected that since the self-paid service was launched, some faults and accidents that can be handled by the customers themselves have not been reported to the power supply companies, which has alleviated the busy repair pressure of the enterprises; Reduced; greatly mobilized the enthusiasm of employees, employees believe that customers spend money to consume services, should provide prompt and thoughtful service, but also recognize that through their own services for customers, to increase revenue, create a service image, personal value once again Reflected. Some enterprises report that it is difficult for them to return to their customers. In the case of individual customers who think that they spend money on consumer services, they must give me a thoughtful service and complain about it with a little disappointment. I think that it is not a lot of money to make a profit, and the extension of service is to do a good job of quality service, but it is counterproductive and does not achieve the true purpose. Looking at the extended services in various places, I believe that extension services are inevitable for quality services, and fee-based services are also unstoppable. But I think that such a service charge should have a specific operational standard, and the government clearly stipulates; second, the standard of charging should be based on ensuring the recovery of material costs and vehicle consumption. According to different electricity customers, different labor is charged. Fees, for the services of resident customers can be exempted from labor costs. Third, the composition of price components in the charging standards should be made public, and announced to the public, subject to social supervision, government supervision; Fourth, when signing the "Power Supply Contract" with customers, It is agreed with the client whether it is necessary to extend the service and what services are needed, and then the power supply company files the file and determines the specific service plan. Only in this way can we truly eliminate the blind spot of service and let customers truly appreciate the convenience, speed and thoughtfulness of the power supply service, so that the channels of power marketing can be unblocked and the satisfaction of both customers and enterprises can be achieved.