Managing and improving customer services in electric power industry a case study of cau giay electric power company

Bachelor’s Thesỉs MANAGING AND IMPROVING CUSTOMER SERVICES IN ELECTRIC POWER INDUSTRY - A CASE STUDY OF CAU GIAY ELECTRIC POWER COMPANY Instructor Student : MSc Hoang Cuong Pham : Thu Huỵen Le School year : 2014-2018 Class : CLC 5.1 Faculty : I.S.E.F Major : Foreign Economỉcs Student code : 5053106017 Hanoi, 05 - 2018 ACKNOWLEDGEMENT To be able to complete this graduation dissertation, I would like to send special thanks to Mr Cuong Hoang Pham Besides teaching in the class, he spent his time step by step to suggest and edit my ideas in the progress I would also like to thank all of employees at Cau Giay Power Company who have dedicated and helped to build up the information and background of this dissertation In addition, during the course of the lecture, I received a lot of encouragement and help from my friends and teachers at the Academy of Policy and Development This dissertation is my deepest thanks to everyone Student Huyen Le Thu Huyen TABLE OE CONTENTS ACKNOWLEDGEMENT INTRODUTION CHAPTER I: OVERVIEW OF THE THEORIES OF CUSTOMER SERVICE QUALITY IN THE POWER SECTOR 1.1 Theoretical background on Service quality in the electricity industry 1.1.1 s ervice overview 1.1.2 Electricity Service 12 1.2 Customers and the role of the customer .19 1.2.1 Customer concept 19 1.2.2 Customer classiílcation 19 1.2.3 Client’srole 20 1.3 Customer care 21 1.3.1 Deílnition 21 1.3.2 Role .23 1.3.3 Factors that create customer satisfaction 23 CHAPTER II: QUALITY OF TRANSACTIONS WITH CUSTOMERS IN CAU GIAY ELECTRICITY COMPANY - THE NEW BACKGROUND 28 2.1 The introduction of Cau Giay Electricity Company 28 2.1.1 The process of formation and development 28 2.1.2 Functions, missions and scope of activities of the company .28 2.1.3 Organizational structure and customer Service 30 2.2 Analysis of customer Service quality at Cau Giay Power Company 33 2.2.1 Customer care through product groups 33 2.2.2 Customer Service through the íavorable factor 41 2.2.3 Customer Service through the factor of human 44 CHAPTER III: SOME SOLUTIONS TO IMPROVE TRANSACTION QUALITY WITH CUSTOMERS IN CAU GIAY ELECTRICITY COMPANY 46 3.1 Development orientation of Cau Giay Power Company in the Corning years 46 3.1.1 Target 46 3.1.2 Main targets 48 3.2 Some Solutions to improve the quality of transactions with customers in Cau Giay Electricity .48 3.2.1 Group Solutions related to product elements 48 3.2.2 Group Solutions related to convenience factor 53 3.2.3 Group Solutions related to human factors .55 CONCLUSION 62 RECOMMENDATION 63 REEERENCES 65 INTRODƯTION Reason for choosing the topic: Customer Service plays a very important role in enhancing the advantage of businesses, helping businesses differentiate their image of Service quality in the minds of customers, attracting potential customers and reduce business costs for businesses Customer Service is a key activity in the promotion activities of the business to direct the management activities of the business to the target customers and bring satisfaction to customers when consuming Services with the best quality customer The power sector is a key economic sector that plays a particularly important role in the national economy, as the basis for developing other economic sectors However, besides what has been achieved, there are many deíiciencies and shortcomings in the field of electricity business as well as customer Service With its unique characteristics, the electric industry has a large number of customers, so those who work in the electricity industry are unaffected by mistakes and misunderstandings from customers The power sector has invested in electricity and power grids to ensure the production and life of the people such as Hoa Binh Hydropower Plant, Thermoelectric Power Plant, North-South 500kV transmission line, and constantly improving power quality Currently, in Vietnam, electricity supply and retail are still monopolistic (only competitive in the electricity generation market) but comply with Electricity Law and decrees, circular and selling price The State has formed many restrictions in serving customers using electricity In the period of integration and development of the country, after the govemment approval, is expected to form a competitive retail electricity market in the period from 2021 to 2023, there will be new challenges appearing, strong and direct iníluence on the existence of Vietnam's power sector Thereíồre, the innovation and improve the quality of customer Service is one of the goals to regain customer coníidence with the slogan EVN "Light up the trust" Starting from that practice, I chose the topic of "Managing and Improving Customer Services in Electric Power Industry - A case study of Cau Giay Electric Power Company." Through this research project, Cau Giay Power Company has re- evaluated the status of customer care in recent years, identifying the problems that customers are looking for and the level of response of the Power Company to promote more customer care activities and response better and better requirements of customers in the Corning time Purpose of the study: - Analysis of customer care quality at Cau Giay Power Company - Proposing Solutions to promote customer Service activities at Cau Giay Power Company Subjects and scope of study: - The subject of the dissertation is to study and evaluate customer Service activities at Cau Giay Power Company with 94,047 customers including 88,291 living customers and 5,786 economic customers - Research scope of the thesis is the activities of customer care Electricity in wards in Cau Giay District Research Methodology: - Research methods used: Statistics, typical surveys, comparison, synthesis, situation and data analysis; - Primary data is collected through discussions with leaders of Cau Giay Power Company and its affiliated units - Secondary data was collected on the basis of inheriting research results, surveys of Electricity Magazines and reports of EVN, EVN SPC, as well as on the Internet Structure of thesis: - Chapter I: Overview of the theories of customer Service quality in the power sector - Chapter II: Background of Customer Care in Cau Giay Power Company Chapter III: Solutions to improve the quality of transaction Services with customers at Cau Giay Power Company CHAPTER I: OVERVIEW OE THE THEORIES OE CUSTOMER SERVICE QUALITY IN THE POWER SECTOR 1.1 Theoretical background on Service quality in the electricity industry 1.1.1 Service overview 1.1.1.1 Service ’s defìnỉtỉon: Service is a broad economic sector in the society, the more developed the society, the higher level of specialization and division of social labor, the more enhance the Service to response the diverse needs of society The Service also bring beneíits to the receiver as a tangible product Service is understood as many different types of activities and commercial business Philip Kotler deíines Service as: "Service is any measure or beneíit that one party may provide to the other and is essentially unobtrusive and does not lead to the appropriation of something Service implementation may and may not involve goods in its physical form” According to Valarie A Zeithaml and Mary J Bitner (2000), "Services are behaviors, processes, and ways of doing things that create value for the consumer and satisíies the needs and expectations of the customers" 1.1.1.2 Service Features: Service is a "special product" that has many characteristics in addition to other types of goods such as invisibility, heterogeneity, inability to store, inseparable and non-transferable ownership These characteristics make the Service difficult to quantify and cannot be identiíied with the naked eye, which can only be felt through the process of use as follows: a Invisibility: This íeature shows that the Service does not exist in the form of tangible material, the customer's senses are difficult to recognize beíồre buying the Service This is a difficulty when selling a Service compared to selling a tangible product because customers find it difficult to try the Service beíồre buying it, it is difficult to assess the quality and value of the Service often determined by the actual experience of the customer It is difficult for advertisers to advertise their Services For example, when it comes to barbering, it is difficult to know the result after the haircut will be beautiful or ugly In order to provide customers with sufficient information to support the purchase decision process, the company should provide the necessary information about the product through the staff of consultants, sales, customer care , print advertising At the same time, businesses need to maintain a friendly relationship with customers, build prestige, good brand image b Inseparability: The indivisibility of the Service is expressed in the fact that it is difficult to divide the Service into two distinct stages, the production stage and the stage of use The creation and use of the Service usually takes place simultaneously If goods are usually produced, stored, distributed and íinally delivered to consumers, Services are created and used right throughout the creation process For commodity Products, the customer only uses the product in the íinal stage, while for Services, the customer companion throughout or part of the process of creating Services In other words, the affinity of these two processes makes the Service complete For commodity Products, goods can be produced centrally in one place, then stored in warehouses, transported for consumption elsewhere where there is a need, it is easy to balance the supply and demand in the market The production of goods and consumption can go through many stages But for Services, the process of providing Services and consuming Services occurs at the same time The two sides must contact each other at the appropriate place, time with no intermediaries The impact of this íeature on customers and businesses is as follows: - For customers: Must be present to consume the Service; must go to the places where the Service is provided; Affected by the Service delivery process, the attitude of the Service provider and the environment where the Service delivery process occurs - For Businesses: It is difficult to achieve economies of scale and quality consistency because it depends on supplying staff, it is also difficult to reach a balance between supply and demand, the relationship between customers and suppliers Services have a great impact on the customer perception of Service quality Therefore, businesses need to use the network of agents to reach customers, use the modem telecommunications and Internet to serve the process of providing Services, have policies to manage personnel separately for the employees directly contact customers, build friendly relationships, stick with customers c Heterogeneity, instability: The Service cannot be mass-produced, concentrating on the production of goods, so it is difficult for the supplier to standardize, measure and standardize the quality of Services in a uniform manner Quality of Service depends on factors beyond the control of the Service provider such as the supplier's representative, the customer and the Service delivery environment This feature is also known as Service differentiation On the other hand, the customer perception of Service quality is strongly iníluenced by the skill and attitude of the Service provider Accordingly, implementation ìen varies depending on how the Service is rendered, the Service provider, the Service provider, the implementation time, the Service area, the Service object, and the Service location Moreover, the same type of Service has many levels of implementation from "high", "universal" to "secondary" Thereíồre, the assessment of perfect or weak Service quality is difficult to determine based on a Standard measurement, which must take into account many other relevant factors in the particular case Thereíồre, enterprises need to implement industrialization and automation in Service provision Special attention to the staff directly períồrm the Service Friendly, friendly attitude is important to attract customers d Inability to store: The Service only exists at the time it is provided, so they cannot be stored, stored and sold as other goods We can prioritize the Service in the following order but cannot take the Service and then use it because the Service is complete, cannot be reserved for "reuse" or "Restore" Thereíồre, the Service is the product that is used when it forms and ends immediately afterwards Production and consumption of Services are tied together from start to tinish Under unchanged demand conditions, non-stockpiling is not a big issue, but if demand íhictuates with a wide margin, Service providers will have trouble This characteristic makes it difficult for businesses to balance supply and demand Therefore, the company needs to regularly monitor the level of customer satisfaction, maintain quality management, accurate demand íồrecasts, employ ílexible labor policies, time, apply pre-reservation e Non-transferability of ownership: When buying a product, customers are allowed to transfer ownership and become owners of the goods they have purchased But when buying Services, customers are entitled to use, enjoy the beneíits that the Service brought in a certain time With this feature, Service delivery intermediaries are not allowed to transfer ownership of Services, they are merely participants in the Service delivery process In other words, the consumer cannot receive fúll ownership of the Service from the provider, which both períồrms in the delivery of the Service For Service, due to invisibility and inseparability, the researchers split the Service into two classes: - The íirst layer is basic Service: Meet the basic interests of customers The basic Service is the Service that satisíies the customer's main demand, which is the main reason for customers to buy the Service However, basic Services are not the reason for customers choosing a Service provider, but the basis for choosing the Service - The second layer is secondary Service, in other words, the secondary Service is a combination of both tangible and intangible (which is mostly customer Service): Thanks to secondary Services, the Service provider helps customers differentiate their Services from those of their competitors Secondary Services vary widely and vary according to market competition It helps customers choose which Service provider to use, it helps the Service provider to increase its competitiveness difficulties and obstacles on site clearance and other arising problems under the process of construction - Strengthen the monitoring and evaluation of investment to ensure compliance in implementing investment, thereby withdrawing experiences for each project - Maximizing the inventory to reduce the inventory value; strictly controlling projects to limit the inventory in the construction and from construction investment to the business - Paying attention to the procurement and acceptance of materials and equipment to ensure the progress and quality as required by the project - Timely making asset increase in accordance with the regulations 3.2.1.5 Fỉnancỉal Solutions: - Thoroughly saving costs, continuing to optimize the cost to reduce costs in power distribution - Withdrawing materials after repairing, renovating fully, determining the withdrawing value which is approximate to the market price to reduce the cost price - Quarterly, regularly reviewing the production and business costs of the units - Saving the cost of materials in massive repairmen and regular repairman - Strictly controlling the expenses of electricity, water, telephone, stationery and cost for events - Reviewing the status of backup supplies, minimizing and maintaining them at a reasonable level - Promoting the material handling of equipment with poor quality and fixed assets which are not needed or damaged or awaiting inspection - Optimizing the procurement plan, if there is demand for the same type of supplies and equipment, it is recommended to buy with large quantities to ensure the quality of materials and reduce costs - Inventory management: reducing inventories by balancing between the demand for procurement of materials and the actual demand to minimize inventory Ensuring the amount of inventory next year is lower than the previous year - 3.2.1.6 Solutions for the applỉcatỉon of Science and technology: - Organizing the emulation movements, encouraging individuals and collectives to study and propose scientiíic themes, technical innovations, especially those about the application of Science and technology for raising production efficiency and business productivity - Continuing to implement the software for management of construction investment, ERP System and the program "Management of electricity grid PMIS" - Deploying technology applications in power business: MDMS, Online power management System using tablet, remote data collection, money collection by POS, so on 3.2.1.7 Solutions for restructurỉng and corporate governance - Continuing to apply Solutions to improve the efficiency of labor management and increase labor productivity - Continuously enhancing the evaluation of capacity and performance through KPI, associating workers with speciíic job titles, encouraging the units and individuals to accomplish business plan as well as ensure the equality, reasonability, and capacity of the employee 3.2.1.8 Corporate culture Solutions: - Developing a plan and a program for implementing corporate culture in 2018 - Organizing propaganda activities, disseminating and posting articles with the content of implementing the corporate culture on the website; Promoting the propaganda and communication to raise awareness about the implementation of corporate culture Regularly reminding employees to seriously cultivate morals and lifestyles, strictly follow the guidance in the Code of Conduct in EVN Cultural Documentation HANOI - Promoting the implementation of EVNHANOI culture for staffs to communicate with customers, collect and manage electricity in regional power teams, create professional image in each tield of work - Continuing to promote the beauty of EVNHANOI culture by actively participating in social activities for charity, for the beneílt of the community 3.2.1.9 Communỉcatỉon solutỉon: - Carrying out propaganda on the activities of the Party, business, Trade Union, Youth Union of the company posted on the company's intemal website and bulletin board 3.2.1.10 Measures to organỉze the productỉon labor movement and commendatỉon work: Organizing, mobilizing and encouraging staffs to actively participate in emulation movements run by units, superiors and localities; periodically reviewing and summing up the emulation movement; timely praising typical collectives and individuals with many achievements in all íĩelds 3.2.2 Group Solutions related to convenience factor Regarding convenience factor, Cau Giay Power Company needs to continue to simplify the procedures and standardize the process, shorten the time to satisfy customer requirements; To enhance the Service provision in customers' houses, to step up the communication and advertisement activities so that more customers know and participate in utility Services in order to bring about quickness and convenience for customers 3.2.2.1 Sỉmplỉfy procedures, procedures and Service tỉme Currently, the electricity sector has fully standardized processes and procedures to apply uniformly throughout the System and the process of solving customer requirements through the "one door" However, in the Corning time, the power sector also needs to study the improvement of simpler, easier to implement Service procedures Adjust intemal processes to shorten Service delivery times for customers - Regarding Service delivery procedures: It is necessary to further simplify the Service proílle - On the time limit for solving the requirements of customers, the Electricity should improve the intemal procedures, eliminate unnecessary intermediaries Build up a shared information System from receiving, Processing to completion Applying information technology in the workflow cycle, using altemative data files for the current paper records Armed with sufficient staff force to meet customer’s requirements as scheduled, as promised to customers Continue to build quality standards on customer satisfaction in the shortened direction, to serve customers at the desired time, especially the new meter and relocate the meter to customers to repair, build new house This is signiíicant because it will give customers the power they need right at the right time, and at the same time expressing interest in electricity to their customers' expectations - - Reduce the waiting time of customers at the transaction office In order to help customers not wait too long while waiting for the Service, Electricity has arranged a cool room, Seat System smooth, comíồrtable and full of Service However, some computers should be available to allow access to information sites to leam more about electrical Services, information sites, and entertainment Training, staffing support for transaction staff to support each other at peak hours crowded customers at the transaction office to quickly resolve customer requests 3.2.2.2 Promotỉng the promotỉon of utỉlỉty Services: These are the Utilities that the power industry is carrying out to provide customers with convenience, speed, and help the modem power industry with Services to improve the quality of customer Service such as payment authorization electricity through the banking System, replacing the mechanical meter by electronic meter with remote meter readings, customer support consultant on electrical saíety The proposed Solutions include: supply providing information on the types of Services for customers on the website, integrated into the customer support center, on the local press Organize coníerences to publish Services and invite customers to participate in the test to prove to customers that the beneílts to participate Simpliíled registration procedures and free use of the Service Arrange staff consultants, guidance to support customers when necessary In the Corning time, Electricity should add Online payment via bank and apply electronic invoice to increase convenience Accordingly, customers are granted access to the website of the bank with their account or the website of the Electricity Company to view data on electricity bills and payment status Customer can perform the payment transaction on the user interface to conílrm and allow the bank to transíer - electricity from the customer's bank account to power account of the Electricity Company 3.2.2.3 Enhancỉng serve at home: Diversiíication of customer requests such as phone calls, correspondence, email, and in conjunction with enhanced home Service providers will make it more convenient for customers to use the Service Services, not traveling many times and waiting long at the office of Electricity At present, the staff collect electricity and electricity regularly at home Electricity should use this team to expand home-based transactions for other Services In order to this, the Electricity should provide the customer with information on the application procedures, related forms, telephone numbers and contact the regional electricity staff Accordingly, whenever there is a need to buy electricity or change Services, instead of customers having to directly to the transaction office, now they can register via the web, email, telephone or contact the electricity staff In charge of providing and direct instruction at clients home The regional staff will receive the records, and at the same time perform the survey task of providing Services Then the dossiers are transferred to the oss for Processing according to the cycle Some typical Services can be done immediately such as: new installation Services, relocation of meters, change of contract information, electricity use purpose, payment Service via bank, can be easily implemented in this form that customers not need to go to the electricity transaction office 3.2.3 Group Solutions related to human factors The quality of customer Service depends entirely on the human element, the basic qualities including attitudes, behaviors and competence of employees Thereíồre, the power needs to build a team of qualiTied staff, attitude to communicate well behaved and skill to serve professional customers In addition, it is necessary to promote intemal customer care; Motivation to work to help employees love, stick with what they are doing; Organize support Systems for staff to complete tasks; Strengthening inspection, supervision and implementation of corporate culture is also helping the customer care of the Electricity increasingly better 3.2.3.1 Enhancỉng professỉonal traỉnỉng: Professional competence is one of the key determinants of quality of work and quality of Service Employees with good professional ability will make the customers trust, while at the same time mastering the profession will help employees have a coníident attitude when serving customers Most of the employees in the power sector are trained in basic knowledge in specialized schools In addition, employees are trained to master relevant business processes beíồre assigning tasks so staff know the process and it right At the same time, the staff always have to study and improve their knowledge and participate in the annual test The training and retraining continuously, the rubbing with daily work by the process, so most of Cau Giay employees have mastered the professional and meet the requirements of work In the Corning time, Cau Giay Power should continue to maintain this work, especially for young employees who are new to the industry, employees of the department Ểrequently deal with customers In addition, employees need to be fully educated in the Services they provide to clients so that they know and are ready to provide additional guidance to clients during theữ work or contact The proíessional training of the staff ensures that they have the assurance of meeting the requirements of the customer quickly and fully The issue of the Electricity of Vietnam in the Corning time is the training for Service agents, who are outsourced staff to proíessional work is to index and collect electricity at the customer's home Accordingly, the Electricity should pay attention to training, equip the knowledge of Services so that these employees know clearly and can answer and answer the questions to customers and contribute to good implementation of the transaction at home 3.2.3.2 Enhance the attỉtude and communỉcatỉon skỉlls with customers: Currently, electricity customers are not able to choose other Service providers, so electricity customers are usually mandatory customers because they cannot find the electricity to buy from other companies Monopoly makes it easy for a part of the power industry to depend on the monopoly power, hence the monopoly of the lack of respect and respect for customers In recent years, the power sector has made a great deal of effort in raising awareness for employees about the meaning and purpose of improving the quality of customer Service for the survival and development of the business However, the attitude of Service and communication behavior of a part of employees in the electricity industry at home customers are not right Thereíồre, the interest to build attitude, behavior of employees to show the sincerity, honesty and respect for customers is one of the important requirements that the power to To build employee attitudes, it is important to tell the employee that the customer is the most important person and that satisfying the customer's needs is the most important task of every employee Respecting the customer and satisfying customer needs in a friendly way, not too subliminal, it is required that the management of the Electricity must always be a mirror to remind employees to follow When employees accept customers as the most important people, they will be more willing to serve customers When employees understand that satisfying customer needs is the most important task, they will regard customer Service as the most important task On the behavior of employees, employees have good customer Service attitude but must know how to express that good attitude to customers through their behavior Electricity must train and train each employee to practice their personal standards in order to know how to behave towards the customer in the way they want, in common: quick, effective and respected Employees must pay attention to customers from the beginning, welcome and greet customers by expressing friendly greetings, polite; the gestures, the eyes of words must be good, sincere and honoring customers Electricity needs to build standards of consistency, communication pattems for all employees to follow, such as consistency in greeting, how to invite, how to address, how to say thank you, Speech and behavior show respect for customers In order to build effective staffs, the Electricity of Vietnam needs to screen and classify employees so that they can provide training Solutions and assign appropriate jobs, such as: - For employees who have been trained, have good attitude and good Service skills, they will continue to maintain their jobs and advanced training to become the nucleus in the units' rooms - For employees who have not been trained, they should organize basic training for them to adjust accordingly - Particular attention should be paid to staff who have violated previous Communications regulations Electricity should be carefully trained and regularly monitored to assess changes in awareness and behavior, if not available The change or continuation of recidivism should be boldly removed from the apparatus 3.2.3.3 Enhance customer Service skỉlls and styles: To serve good customers, if only good professional is not enough, employees need to be enhanced training in customer Service style, so that all staff contact with customers are trained To work with the right customers, create a team of professional customer Service First, employees must what they promise the customer Keeping the promise to the customer will create the credibility of the power industry staff Employees must know that, before making a promise to the customer, the employee must know what the customer needs and the ability of the Power to meet the expectations of the customer or not Can lead the expectation of the customer in the direction of sure Electricity will meet to make promises, after the promise to customers must ensure to the customer what he promised Do not exceed the promise that you cannot meet as promised Train employees for empathy skills When customers are not satisíied, employees need to listen to the customer's intentions, employees must put their circumstances on the customer to share and express the sympathy with customers about the problem that customers are Encouraged to focus on efforts to find Solutions to customers immediately rather than offer the excuse, arguing with customers Employees need to be aware that customers are not always right but they must treat their customers as if they are always right In addition, it is necessary to tràm the staff skills to help customers, to quickly greet and serve customers, make suggestions available to help customers at right time Employees must know the customer's waiting limit to make the proposed settlement time accordingly Try to the customer's requirements at the best time - it's the right time for the customer Employees need to provide more information to their customers about what is going on, which is why customers wait, how long they have to wait for them to understand and understand, which makes it easy for customers to wait bear more Employees also need to take the initiative to leam and advise customers more for the customer Service is thoughtful Depending on the characteristics of the work and the form of communication, the Electricity sets the training content accordingly, speciEically: - - For oss transaction staff: things need to be fulfilled with customers When customers come in and start the meeting should greet the customer politely When dealing with customers, employees need to pay attention to facial expressions, gaze gestures to show the friendliness and focus showing the attention and respect for customers Absolutely employees not talk privately, discuss non-work related issues while communicating with customers Need to understand what customer needs, the right time to schedule appointments for employees to meet customers to the job Especially to keep the promise to customers about the time to survey the installation of meters and other relocation Services as scheduled For extemal communication staff including collection and recording staff; Electric wire is very important in the training of communication skills in the customer's home, from the door knocking, the way of greeting, the reason for the home Customers and submit the work papers for customers to agree to coordinate work Especially in the process of work must not affect the customer as causing noisy, damaged, lose the beauty of customer houses It is important to note that these employees are not only doing their job properly, but also asking for more information or contacting the responsible department for inquiries and payment For customers, not refuse customers because it is not your task - For telephone communication staff: the failure to provide satisfactory Service to the customer through the phone is also one of the causes of poor customer care and can cause customer complaints Due to the disadvantage of having a telephone conversation, employees will not know what the customer is doing, not seeing what is happening around them so the employee should try to listen Be careful to understand the requirements of the customer, what problem they are facing Telephone answering staff must be well-equipped and knowledgeable enough to answer the customer íhiently, as quickly as possible 3.2.3.4 Intensỉfy customer care MỈthin: Business is like a complex machine in which all parts are connected When there is an ineffective unit, it will affect the whole System In business, not everyone is dữectly serving customers outside, serving the needs of colleagues - as intemal customers, is equally important to customers Ểrom outside If the employees not serve the intemal customers well, the outside customers will not be served well Thereíồre, it is necessary to mobilize all the skills and knowledge of the staff in serving the customers To this, the Cau Giay Power Company needs to the following: - Make employees aware of their organizational structure and tasks, their role in engaging in customer Service, and let them know that anyone in their business is involved customer care They need to consider the employees, other departments they provide Products or Services are their customers The goal of the employees is to satisfy their customers Customer satisfaction inside will make the premise for customer satisfaction All departments, staff íồrmed a Service line that the last stage is the customer outside If a Chain is interrupted, the purpose of customer satisfaction will not be fulfilled - Ensure that all employees understand the mission, goals and business strategies of the Electricity Customers in the current period Employees must be clear about the commitments made by the employees, so that they know and work together - Developing an overall quality management policy, workflows and product quality standards in each step, whereby the employees of the functional departments are considered as both Service providers is the customer of the other department, creating a better awareness of the needs of customers for all employees, involving people involved in quality management In addition, the role of the manager is very important, the manager must be exemplary in serving the customer and leading the staff, must listen to the constructive comments of employees to perfect the wire The quality of customer Service is improved Managers need to regularly remind, check to detect and correct the deviation of the staff in the customer Service, how to know the basic criteria to serve customers Well, that is: the customer is the most important person and the task of satisfying the customer is their most important task From there, they will make more efforts to help their customers, ready to serve customers is more important than all other tasks 3.2.3.5 Strengthenỉng monỉtorỉng and supervỉsỉon: In parallel with setting quality standards and communicative pattems, servicing skills for employees to perform, in terms of perceptions and actions of staff in customer care are still in the process of being íồrmed and unequally, the organization of the System to monitor the compliance with communication standards for customers, the customer Service attitude to employees is essential to timely detection, waming and Recruiting employees according to standards Employee monitoring is done by the following Solutions: - Set up CCTV and voice recorder at one-stop shops and transaction offices to pay for electricity at the office to monitor the communication and Service attitude of employees when receiving customers - Set up a voice recording System at the hotline and customer Service department - to monitor the phone's communication - Set up comment boxes, comment boards and convenient locations for customers to contribute their ideas - Set up a scorecard for the customer's review point for the transaction staff In order to check the períồrmance of extemal transaction staff, the board of dữectors should intensiíy the actual inspection by contacting and Consulting the customer to hear íeedback on the attitude of communication and Services of employee - CONCLƯSION The above presentation is a thesis entitled "Improving the quality of transaction Services with customers at Cau Giay Power Company" The presentation of the dissertation consists of studying the theoretical background related to Service and customer care, followed by leaming about the operation and assessing the situation of customer care at Cau Giay Electricity Einally, we propose Solutions to promote customer Service in Cau Giay Power The thesis is carried out in the context of increasingly demanding customer Service, customer care is becoming an important factor to enhance the competitiveness in the market, is the factor to help businesses survival and development In that trend, the power sector is also making every effort from ensuring electricity supply, improving the way and people serve to satisfy customers Thereíồre, the study results of the topic are very meaningful with the desữe to help leaders and managers of Cau Giay Electricity have an overview, systematic about the care of customers At present, we have seen positive issues, limited issues and suggested Solutions to help Cau Giay Power to continue to better in customer care in the future - RECOMMENDATION In addition to the content, the topic also recommends the contents related to the supply of electricity to customers This recommendation is intended to improve the efficiency of the electricity distribution company and protect the legitimate interests of customers, as follows: - - Recommendations to the Government and Ministries and Branches: In the dry season in recent years, the occurrence of supply and demand disruption on the Northern power System has made the electricity supply to customers difficult, the cause of the situation is due to demand electricity in the northem provinces increased, while the source and grid was not enough Thereíồre, it is recommended that the Government and the Ministry of Industry and Trade carry out better the íồrecast of electricity demand in order to implement national and provincial electricity development plannings To allocate enough Capital sources for investment in the development of electricity sources and grids according to the planning to meet the electricity demand for the economy At the same time, the implementation of the national electricity planning shall be considered and evaluated in order to adjust and supplement the planning in time so as to ensure the supply of electricity for socio-economic development and the interests of the guests electric appliances Recommend the Government, the Ministry of Industry and Trade, the Ministry of Finance to increase the communication on electricity pricing mechanism so that customers have a better view on the monopoly power market and electricity price, such as: , the price of electricity production, the basis of pricing electricity to customers, the offset of electricity prices among the components, how to increase electricity prices in accordance with the roadmap that will help Customers understand more about the electricity prices they are using and convince customers in the roadmap to increase electricity prices Recommendations for Hanoi Electricity Corporation and Northern Electricity Corporation: The Corporation takes measures to plan a metering System far from Standard electronic meters, avoiding the current status of each type of meter associated with a different measurement software, difficult for management as well as replacement repair - The Corporation accelerated the construction of 110 kv TBA power supply for Cau Giay area (110 kv Thu Le, Cau Giay ) hot summer days - The Corporation proposed the city has mechanisms to remove obstacles to lease infrastructure when the underground medium and low voltage lines in the streets - REFERENCES Cau Giay Power Company - Production and business report 2017 Cau Giay Power Company - Regulation on Customer Care Services 2015 Trinh Kim Ngoe (2014) - "The Situation and Solutions to Improve Customer Care in Athena Center" Nguyên Van Chinh (2015) - "Solutions to improve the quality of customer Services for Kim Dong Electricity" - https://123doc.Org//document/3154760-group-phap-nang-cao-chat-luong-dich- vu-khach-hang-cho-dien-luc-kim-dong-cong-ty-dienlluc -hung-yen.htm Huynh Anh Dung (2015) - "Proposed Solutions to improve the quality of electricity supply Services at Long An Power Company" - https://seea.vn/uploads/news/2017 09/de-xuat-giai-phap-nang-cao-chat-luong- dich-vu-cung-cap-dien-tai-cong-ty-dien-luc- long-an.pdf Nguyên Van Dung (2015) - "Some Solutions to improve the efficiency of electricity business in Lam Dong Power Company" - https://seea.vn/uploads/news/2017 09/mot-so-giai-phap-nang-cao-hieu-qua- hoat-dong-kinh-doanh-dien-nang-tai-cong-ty-dien- luc-lam-dong.pdf Bui Thuy Hanh (2015) - "Improving the quality of customer care of Hai Ba Trung Electricity Company - Hanoi Electricity Corporation" - https://prezi.com/oytajnuhlsw2/luan-van-thac-si/7webgK0 ... important issues that are attracting new customers and retaining existing customers Customer care is a marketing activity aimed at maintaining existing customers and at the same time providing customer. .. Organizing propaganda and guiding customers on electricity saving and electricity safety; - To grasp and íồrecast the electricity demand of customers in the area in Service of planning, developing... slogan EVN "Light up the trust" Starting from that practice, I chose the topic of "Managing and Improving Customer Services in Electric Power Industry - A case study of Cau Giay Electric Power Company. "