Actively improving the quality of customer service.
Therefore, EVNCPC in general and PC Gia Lai, in particular, have implemented many solutions to bring customers the best services with a professional manner. Previously, if the customers wanted to petition or make a request, usually they didn’t know where to contact. The power branches also did not have a hotline number for receiving customers’ information, they only had a number for dealing with problems. Since the launching of the Contact Center, it helps to solve customer problems in a timely manner with the hotline number 19001909.
When there is no clear clarification on the procedure and time for solving problems, the customers would receive an “appointment”. Appointment being settled sooner or later depends on many aspects such as material supply, manpower, weather condition, etc. Because of this, some employees took advantage of the situation to ask for a bribe and the customers, wanted no more of the trouble, gave in. But now, thanks to the transparent regulation and procedure, the customers’ problems receive a specific date of settlement.
Previously, power outage for maintenance, the connection of power works according to the schedule of power companies without paying attention to the need of customers, which led to a long time of power outage. Since the reliability indicator of the power supply being assigned, the power outage was taken under consideration and multi-tasks were performed at one outage time, reducing power interruptions for customers.
In order for the concept of "customer service" to be understood and realized by all employees in power industry, power companies have organized training courses for the staff.
Over the past year, power companies have done several activities to show the customer appreciation – activities that never been done before. Customer appreciation is shown through proving the useful information to make things easier for customers and also through friendly smiles of the staff of the power sector.
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