Nghe An Power Company: Improving customer service quality
(Baonghean) - Considering customers as the driving force for development, Nghe An Power Company has been implementing many solutions to improve service quality and satisfy the needs of electricity users.
In recent years, building customer relationships at the power distribution units of Nghe An Power Company has always been prioritized and implemented according to the principle of putting customers at the center of operations. In line with EVN's policy of developing corporate culture with the goal of affirming the image and core values of the electricity industry in society, Nghe An Power Company has made positive changes in communication, creating a goodwill, cooperative, and equal relationship with customers.
 |
| Customers register for electricity services at the Business Department of Nghe An Power Company. |
In accordance with Directive No. 989/CT-EVN dated March 18, 2016, on the business and customer service activities of the Vietnam Electricity Group, Nghe An Power Company has implemented the directive at 20 customer service offices across 21 districts, cities, and towns. This includes disseminating information to electricity users to ensure they understand the electricity sector's policies, and publicly posting procedures for electricity supply and electricity prices at customer service offices so that customers are aware and can contact the relevant authorities for assistance.
Mr. Tran Ngoc Tuyen, Deputy Head of Business Department of Nghe An Power Company, said: "The most prominent aspect of customer service is the customer service center system established from the company headquarters to the regional power branches."
In addition to investing in equipment, the leadership of Nghe An Power Company always prioritizes quality in communication, considering customer satisfaction as the key to success. In management and operation, they ensure a stable, safe, and continuous power supply, effectively serving the needs of the people and production. In particular, power outages are quickly resolved, and procedures for new power connections are carried out at customer service offices, creating every convenience for customers when they need new power connections.
 |
| The regulations and guidelines for registering for electricity usage are widely publicized at the business offices of Nghe An Power Company. |
To enable customers to promptly report their concerns, Nghe An Power Company provides a customer service hotline (1900 67 69) for convenient contact with necessary information through the Customer Service Center's call center. From the beginning of 2016 to the present, nearly 5,126 calls have been made to the Customer Service hotline, and requests for services that customers are dissatisfied with have been forwarded to the relevant units for timely resolution.
Through customer feedback, the time taken to resolve incidents, restore power supply, and provide new power connections has been shortened compared to regulations, helping the company to complete its investment, repair, and renovation plans to improve voltage quality and reduce power losses. According to Mr. Nguyen Van Thanh - Director of Thanh Sen Enterprise (Vinh City): In recent years, customer service in the electricity sector has improved significantly, saving customers considerable time, especially regarding electricity bill payments and the quick resolution of power outage incidents...
To further improve customer service, Nghe An Power Company has identified several measures and tasks for the coming period, including: - Continue to review, strengthen, and improve the quality of customer service in accordance with Directive 989/CT-EVN of the Vietnam Electricity Group; strengthen and improve customer service quality: strictly implement the one-stop mechanism for all services; implement the notification of power outage schedules, electricity consumption notifications; electricity access index; resolve issues related to single-phase and three-phase power supply; send SMS messages for customer care and other services in accordance with regulations. - All staff and employees must adhere to proper communication procedures, demonstrating respect, civility, and courtesy towards customers; leaders of power companies must provide close and decisive guidance on customer service, especially in the area of new electricity connections (establishing mechanisms and sanctions for handling responsibility for organizations and individuals). Strengthen technical and operational management to ensure stable and high-quality electricity supply. Organize rapid incident response to improve the reliability of electricity supply. Fully and promptly update information on planned power outages and power outages due to incidents into the OMS program; - Strengthen inspections and address shortcomings in the power grid system to minimize incidents and sudden power outages that significantly affect the daily lives, production, and business activities of customers. Approve construction plans effectively to ensure that power outages are carried out according to schedule and power is restored as notified to customers; avoid prolonged power outages without prior notice that cause customer dissatisfaction and negative reactions. - Coordinate effectively with the Customer Service Center in receiving and processing customer requests to ensure timely, complete, accurate, and satisfactory resolution for customers. Ensure a minimum of 98% of requests are received according to regulations. Ensure a minimum of 96% of information is processed and updated within the stipulated timeframe. - Organize inspections and resolutely handle strictly any authoritarian or negative behavior of electricity sector employees towards customers; strive to build an increasingly professional customer service environment. |
PV
