Nghe An Electricity: Improving customer care quality

• DNUM_DAZAJZCABG 09:56

(Baonghean) - Considering customers as the driving force for development, Nghe An Electricity Company has been implementing many solutions to improve service quality and satisfy the needs of electricity users.

In recent years, building relationships with customers at the power distribution units of Nghe An Power Company has always been valued and implemented according to the principle of taking customers as the center of operations. With EVN's policy of implementing the development of corporate culture with the goal of affirming the image and core values of the Electricity industry in society, Nghe An Power Company has had positive changes in communication relations, creating a sympathetic, cooperative and equal relationship with customers.

Khách hàng đăng ký sử dụng điện tại phòng Kinh doanh - Công ty Điện lực Nghệ An.

Customers register to use electricity at the Business Department - Nghe An Electricity Company.

Implementing Directive No. 989/CT-EVN dated March 18, 2016 on Business and Customer Service of Vietnam Electricity Group, Nghe An Electricity Company has organized the implementation at 20 customer transaction offices in 21 districts, cities and towns; carried out propaganda to electricity customers to clearly understand the policies of the Electricity industry, publicly posted at customer transaction offices the procedures for electricity supply, electricity prices... so that customers can know and contact to work.

Mr. Tran Ngoc Tuyen - Deputy Head of Sales Department of Nghe An Power Company said: Customer service is most clearly demonstrated by the customer communication room system established from the company to regional power companies.

Not only investing in equipment, the management board of Nghe An Electricity Company always cares about the quality of communication, considering customer satisfaction as the effectiveness. In the management and operation of the power supply, it is safe and continuous, serving well the needs of people and production. In particular, in handling power outages, it is quickly restored, and the new power supply procedure is carried out at the customer transaction office, creating all conveniences for customers when they need new power supply...

Các quy chế, hướng dẫn đăng ký sử dụng điện được thông báo rộng rãi tại các phòng kinh doanh của Công ty Điện lực Nghệ An.

Regulations and instructions for registering for electricity use are widely announced at the business offices of Nghe An Electricity Company.

In order for customers to promptly report their concerns, Nghe An Electricity Company provides a customer care phone number (1900 67 69) for customers to conveniently contact the necessary information via the Customer Care Center. Since the beginning of 2016, there have been nearly 5,126 calls to the Customer Care Center and requests for some services that customers are not satisfied with have been transferred to the units for timely handling.

Through customer feedback, troubleshooting, power restoration, and new power supply have also been shortened compared to regulations, helping the company complete its investment, repair, and renovation plans to improve voltage quality and reduce power loss. According to Mr. Nguyen Van Thanh - Director of Thanh Sen Enterprise (Vinh City), in recent years, the customer care services of the Electricity industry have been getting better and better, saving more time for customers, especially in paying electricity bills, and troubleshooting power outages are all done quickly...

To improve customer service, Nghe An Electricity Company has identified a number of measures and tasks in the coming time such as:

- Continue to review, consolidate and improve the quality of customer service in accordance with Directive 989/CT – EVN of Vietnam Electricity Group; consolidate and improve the quality of customer service: strictly implement the one-stop mechanism for all services; implement the notification of power outage schedules, notification of power consumption; electricity access index; resolve 1-phase and 3-phase power supply; send SMS messages to take care of customers and other services in accordance with regulations.

- All officers and employees must follow the correct communication procedures, showing respect, civility and politeness towards customers; leaders of Power Companies must closely and decisively direct customer service work, especially new power supply work (developing mechanisms and sanctions to handle responsibilities for organizations and individuals).

Strengthen technical management and operations to ensure stable and quality power supply. Quickly handle incidents to improve power supply reliability. Fully and promptly update information on planned power outages and power outages due to incidents into the OMS program;

- Strengthen inspection and remedy of existing problems of the power grid system to minimize incidents and sudden power outages that greatly affect the daily life, production and business of customers. Approve well the construction organization plans to properly implement the power outage plan and restore power according to the time notified to customers; limit the time of power outage to be prolonged without notice, causing customers to react indignantly.

- Coordinate well with the Customer Care Center in receiving and processing customer requests to resolve them promptly, fully, accurately and satisfactorily for customers. Ensure that the rate of receiving requests in accordance with regulations must reach a minimum of 98%. The rate of processing and updating information on time must reach a minimum of 96%.

- Organize inspections and resolutely and strictly handle acts of authoritarianism and negativity of employees in the Electricity industry towards customers; strive to build an increasingly professional customer service environment.