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DL/T 2046-2019: Specification for electricity supply hotline customer service
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| DL/T 2046-2019 | English | 169 |
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Specification for electricity supply hotline customer service
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DL/T 2046-2019
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Basic data | Standard ID | DL/T 2046-2019 (DL/T2046-2019) | | Description (Translated English) | Specification for electricity supply hotline customer service | | Sector / Industry | Electricity & Power Industry Standard (Recommended) | | Classification of Chinese Standard | F20 | | Classification of International Standard | 03.080.20 | | Word Count Estimation | 7,755 | | Date of Issue | 2019-06-04 | | Date of Implementation | 2019-10-01 | | Regulation (derived from) | Natural Resources Department Announcement No. 7 of 2019 | | Issuing agency(ies) | National Energy Administration | DL/T 2046-2019: Specification for electricity supply hotline customer service---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Specification for electricity supply hotline customer service
ICS 03.080.20
F 20/29
Record number. 63143-2018
People's Republic of China Electric Power Industry Standard
Customer Service Specification for Power Supply Service Hotline
2019-06-04 released
2019-10-01 implementation
Issued by National Energy Administration
Table of contents
Foreword...II
1 Scope...1
2 Normative references...1
3 Terms and definitions...1
4 Working environment and personnel requirements...2
4.1 Workplace...2
4.2 Information equipment...2
4.3 Personnel...3
5 Service requirements...3
5.1 Basic service ethics requirements...3
5.2 Service content and form...3
5.3 Service Behavior...4
5.4 Information recording and management...5
6 Business requirements...5
7 Service evaluation and improvement...6
Foreword
This standard was drafted in accordance with the rules given in GB/T 1.1-2009.
This standard was proposed by the China Electricity Council.
This standard is under the jurisdiction of the Electric Power Industry Standardization Technical Committee (DL/T C43).
Drafting organizations of this standard. State Grid Corporation of China, China Southern Power Grid Corporation of China.
The main drafters of this standard. Wang Zilong, Jiao Zhiwen, Li Junfeng, Xie Hui, Chen Minyao, Zhu Wenting, Huang Yunjin, Liang Yajie, Wei Jiaxiang,
Wang Li, Yu Yang.
This standard was issued for the first time.
The opinions or suggestions during the implementation of this standard are fed back to the Standardization Management Center of China Electricity Council (No. 2 Baiguang Road, Beijing)
One, 100761).
Customer Service Specification for Power Supply Service Hotline
1 Scope
This specification specifies the working environment and personnel, service provision, service and business management requirements of the power supply service hotline.
This specification applies to the service, operation and management of power supply service hotlines established by power grid companies, power sales companies and other power supply companies.
2 Normative references
The following documents are indispensable for the application of this document. For dated reference documents, only the dated version applies to this article
Pieces. For undated references, the latest version (including all amendments) applies to this document.
YD/T 2823 Call center service quality and operation management specifications
3 Terms and definitions
The following terms and definitions apply to this document.
3.1
Electricity supplier
An enterprise that has obtained a power supply business license in accordance with the law.
3.2
Customer
Organizations or individuals that may or have established power supply and use relationships with power supply companies.
3.3
Electricity supply service
Power supply companies follow certain standards and regulations, and use specific methods and methods to meet customers' actual or potential power demand activities.
It usually includes the provision of qualified electric energy to customers, handling of electricity consumption, meter reading and charging, and handling of power supply failures.
3.4
Electricity supply hotline
The external service hotspot of power supply companies that accept customer requests for fault repairs, electricity information inquiries, business consultations, service complaints, and reports
Line phone number.
3.5
Major emergency
The customer's request involves the safe operation of the power supply company's power grid, personal injury or death, high-risk or important customer power supply, etc., and immediate response is required
Or urgently dealt with.
3.6
Interactive voice response
The automatic voice navigation broadcast of relevant information can be played according to the content input by the customer.
3.7
Telephone service representative
Personnel who answer, record, resolve, and transmit customer requests on the service hotline.
3.8
Knowledge management system
An information system that collects, processes, and shares relevant knowledge of power supply companies.
4 Working environment and personnel requirements
4.1 Workplace
4.1.1 General requirements
The power supply service hotline should have a fixed working place for work, and the working environment should be quiet, safe and comfortable. The lighting, temperature and humidity should be consistent with
Meet the requirements of YD/T 2823.
4.1.2 Work area
The workplace can be divided into work areas such as customer appeal acceptance, processing, and return visits according to work needs.
4.1.3 Seating station
The power supply service hotline should reasonably allocate the number of seats based on the amount of manual traffic.
4.1.4 Agent language
The power supply service hotline should be set up with Mandarin seats. Dialect seats, minority language seats or foreign language seats can be set according to actual needs.
4.2 Information equipment
4.2.1 Phone recording
The power supply service hotline shall have a recording function, and the recording shall be kept for at least 3 months.
4.2.2 Information System
The information system should support voice multimedia information access, and have the function of recording customer requests, and should meet the following requirements.
--Realize interactive voice response and support the access of various information such as network and multimedia;
-Equipped with necessary computer network equipment, data storage equipment, network security equipment, communication equipment, disaster recovery and backup equipment, etc.;
--Realize customer information and file management.
4.2.3 Number of Relays
Equipped with the number of trunk lines matching the number of customers served and the volume of manual calls to meet the normal access of customer calls.
4.2.4 Knowledge Management
The power supply service hotline should be equipped with a knowledge management system, and the knowledge content should be easily accessible and maintained in a timely manner.
4.3 People
4.3.1 Basic requirements
Familiar with laws, regulations and policies related to power supply service hotline work.
4.3.2 Work ability
Have strong communication, judgment, and understanding skills, accurately identify, master and record customer demands. Proficiency in using power supply service hotline calculation
Computer office software, the text input speed should reach 60 characters/min or more.
4.3.3 Business skills
Familiar with the business knowledge of the company, proficient in the operation skills of this post, and have qualified professional technical level.
5 Service provision
5.1 Service category
The power supply service hotline provides customers including but not limited to. fault repair, inquiry, consultation, complaint, report, opinion, suggestion, praise
And other professional services.
5.2 Service form
The power supply service hotline shall provide 7×24h fault report manual service. The qualified power supply service hotline can open website, WeChat public
Electronic channel services such as phone number and mobile client.
5.3 Manual connection rate
The power supply service hotline should keep the telephone open, and the annual manual call connection rate shall not be less than 85%.
5.4 Automatic voice navigation
Power supply service hotline with automatic voice navigation function. The hierarchical menu level of automatic voice navigation should be controlled within 5 layers, with each layer of menu
The options of "transfer to labor" and "return to previous level" should be set. The key setting standard is. manual service, press "0"; return to the previous menu, press
"*".
5.5 Return visit method
The qualified power supply service hotline can use SMS and other channels to return visits based on the content of customer demands.
6 Service requirements
6.1 Basic requirements
6.1.1 Strictly abide by national laws and regulations, be honest and trustworthy, and abide by promises. Loving and dedicated to work, willing to contribute, clean and self-disciplined, and act impartially.
6.1.2 Sincerely consider customers and try their best to satisfy customers' reasonable demands. No excuse, no rejection, no prevarication, timely and resistant to customer demands
Give answers carefully and accurately.
6.2 Answering requirements
6.2.1 Energetic and concentrated during work, you should answer within 3 rings of the phone, and should apologize to the customer if the phone rings more than 3 times.
6.2.2 When answering the phone, use standardized and civilized language. When answering, first greet, and then report the company name and job number. Language expression should do
To the friendly language, sincere tone, clear voice, moderate speaking speed, calm intonation, concise and concise, respond to customers in a timely manner according to the actual situation. when
Customers report that the call is not clear and should increase the voice appropriately and slow down the speech rate. When the call is over, you must wait for the customer to hang up first, not forcibly.
If the call is abnormally dropped, you should call back as soon as possible.
6.3 Return visit requirements
When returning customers, they should seek their opinions. Reasonably set the return visit time period, except for the timed return visit requested by the customer, in principle not at 21.00
A return visit will be carried out at 8.00 the next day.
6.4 Confidentiality requirements
6.4.1 Strictly abide by relevant national confidentiality laws, respect customers' willingness to keep confidential, and shall not disclose customer confidential information.
6.4.2 Do a good job in the confidentiality of customer service history files.
6.5 Other requirements
6.5.1 When verifying customer information (name, address, etc.), for polyphonic characters, you should choose neutral words or positive words, and avoid using derogatory words or negative words
Character name. If the customer's expression is unclear, use polite and thoughtful language to guide or remind the customer, and do not interrupt the customer's words at will.
6.5.2 The customer should explain the situation politely when he makes a wrong call. For harassing calls with subjective malice, you can use appropriate verbal warnings and then hang up first
Disconnect the phone and report to the superior.
6.5.3 Use special holiday greetings during holidays.
7 Information Management
7.1 Acceptance of information
When accepting customer appeals, the customer’s name, address, contact information and other information should be accurately recorded, and the customer’s appeals and return visits should be recorded in detail and truthfully
Requirements, confidentiality, etc. The important content should be confirmed with the customer.
7.2 Return visit information
When returning customers, they should accurately and completely record their opinions. If the return visit is unsuccessful due to customer reasons, the reason should be recorded truthfully.
7.3 File information
After completing the customer's appeal, it should be sorted and filed in time. File records should be comprehensive and complete, the catalog should be clear, easy to check, and good information
Classification and storage of records. The archive information is retained for at least 3 years.
8 Business Management
8.1 Business acceptance
8.1.1 When accepting customer appeals, you should be patient and careful, and use rare electric power terminology as little as possible. If you cannot reply immediately, you should send to the customer
Apologize, leave the customer's contact number, and deliver the customer's appeal as soon as possible.
8.1.2 When customer demands are contrary to national policies, laws, regulations and related systems of the power supply company, they should patiently explain to customers and win customers
The users understand and be rational and restrained. If customers make unreasonable requests, they should euphemistically explain to them and not quarrel with them. Service process
If customers are emotional, they should be patient and calm to avoid intensification of conflicts.
8.2 Request transmission
The power supply service hotline staff shall respond to customer requests that can directly respond to customers based on relevant knowledge content. Not straight
If you receive a reply, the customer’s request for repair shall be transmitted to the relevant unit (department) or after research within 5 minutes after the end of the call.
Respond to customers as soon as possible after requesting instructions; non-trouble repair requests should be delivered to relevant units (departments) within 2h after the end of the call
Or reply to customers as soon as possible after researching and requesting instructions.
8.3 Handling of major service incidents
When a customer’s appeal involves a major service incident, the power supply service hotline should actively respond, deliver within a limited time, and provide real-time feedback on the processing progress, and when necessary
Establish a green channel.
8.4 Processing of Customer's Confidentiality
When accepting complaints and reports, customers should respect and satisfy their willingness to keep confidential.
8.5 Customer return visit
After processing customer complaints and reports, the customer return visit shall be completed within 1 working day. Complimentary appeals do not require a return visit.
9 Service evaluation and improvement
9.1 Satisfaction survey
Appropriate satisfaction surveys can be conducted when returning customers.
9.2 Mechanism for handling internal claims
The power supply service hotline shall establish a handling mechanism for customers' complaints, opinions, and praise for the hotline's own services.
9.3 Service analysis
The power supply service hotline should carry out customer service process analysis to continuously improve customer experience and perception.
9.4 Service quality management system
The power supply service hotline should establish a service quality management system to continuously improve customer service levels.
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