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PHVONG AN THIET KE PHONG GIAO TIEP KHACH HANG<br />
ap dung trong T6ng cong ty DiOn luc mien Trung<br />
(kern theo van ban so: /EVN CPC-KD ngay 26/6/2013 cita Tong cong ty)<br />
I/ Hifi' trung phong giao tiep khfich hang:<br />
Truac nam 2012, tai cac Dien luc thuOc cac Cong ty Dien luc (CTDL) chua 1)6 tri<br />
dugc phong giao tiep khach hang rieng biet, khi khdch hang (KH) co nhu cau phai to lien<br />
he v6i cac b0 phan cita don vi de thuc hien cac cong viec lien quan den yeu cau.<br />
Nhan thay dugc van de nay, cang v6i viec thuc hien che dO mot cua theo yeu au<br />
cua Quy trinh kinh doanh, tao thuan lgi cho KH khi den lam viec \Jai DL, Nam 2012,<br />
Tong cong ty (TCT) da 63 van ban huOng clan cac don vi thiet lap phong Giao tiep MIA&<br />
hang, tai thei diem nay cac don vi da b8 tri dugc ph6ng giao tiep/b0 phan giao tiep khach<br />
hang tai tru so. Tuy nhien, tuy theo yeu cau va dieu kin cu the oh mai don vi, viec thiet<br />
lap phong giao tiep khach hang chua thong nhat theo mau chung, chua thong nhat gift<br />
cac DL trong CTDL va gift cac CTDL trong TCT, do phu thuOc vao vi tri tru so, each 136<br />
tri cac phOng trong DL (co don vi bo tri dugc phOng giao tiep khach hang, có don vi 136<br />
tri b0 phan giao tiep khach hang chung ATM cac b '6 phan nghiep vu khac,...), 136 tri s6<br />
lugng can b0 giao tiep chira phi" hgp vai tang throng khach hang tai don vi, nang luc giao<br />
tiep chua dugc nang cao,...<br />
II/ NOi dung:<br />
1/ Co' s& phap 1ST:,<br />
- Chi thi so 949/CT-EVN ngay 18/3/2013 dm T6ng Giam d6c Tap doan Dien luc<br />
Viet Nam ye cong tac KD&DVKH nam 2013.<br />
- Thong bac ket luan so 1199/TB-EVN CPC ngay 25/3/2013 dm PTGD T6ng<br />
cong ty Dien lye mien Trung tai HOi nghi Tong k6t cong tac KD va trien khai thge hien<br />
ke hoach nam 2013.<br />
- Van ban so 1906/EVN CPC-KD+TCKT+TCNS ngay 02/5/2013 ye ban hanh<br />
Chuang trinh hanh &Ong nam KD&DVKH.<br />
2/ Su can thik phai xay dung phong Giao tiep ICH theo mau thiing nhit:<br />
Thuc hien chi dao cita Tong Giam doe EVN tai Chi thi so 949 va tir thuc to hien<br />
trang phong GTKH cua cac DL neu tren, viec xay dung phong Giao tiep khach hang theo<br />
7, A A A<br />
mau thong nhat de ap dung trong toan Tong cong ty la can thiet:<br />
- Th6ng nhat dugc mau phong GTKH trong toan T'Ong cong ty<br />
- Nhart dang dugc thuang hiOu EVN va EVN CPC.<br />
3/ Muc dich:<br />
- Quang ba hinh anh va van h6a cua nganh din mien Trung<br />
- Thuc hien mot dau moi mham giai quyet tat ca cac yeu cau cua KH, tao thuan lgi<br />
cho KH trong viec giao tiep vai DL.<br />
- Cong khai minh bach cac thu tuc cua nganh dien lien quan khach hang<br />
- Nang cao dirge thirc trach nhiem dm can 130 giao tiep KH<br />
- Nang cao dugc trach nhiem cac phong, ban chuyen mon trong chu trinh giai<br />
quyet yeu cau cua KH.<br />
4/ Yeu au dim phong GTKH:<br />
D: \He thong van ban \Dinh vu khach hang\Phong aiao tiep\Phona GTKH 2.5.62013 2 \ De an thiet ke phone GDKH25.6.doe
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