Customer service emergency event handling method and system

Abstract

The invention provides a customer service emergency event handling method and system, and the method comprises the steps: S1, filling in emergency event information according to the actual situation of a customer service emergency event; S2, judging an emergency response condition reached by the emergency event according to the filled emergency event information, and issuing a corresponding emergency response instruction according to the emergency response condition; and S3, collecting and summarizing emergency event information according to the corresponding emergency response instruction, and commanding each corresponding emergency event handling module to handle the emergency event according to related standards until the emergency event is handled completely. According to the invention, loss and influence caused by customer service emergencies can be prevented, reduced and eliminated to the maximum extent, and the emergency disposal work can be carried out orderly and efficiently when emergency events occur.

Description

technical field [0001] The invention relates to the field of emergency event handling, in particular to a customer service emergency event handling method and system. Background technique [0002] As an important public service industry involving national energy security and the lifeline of the national economy, it undertakes the important task of providing customers with safe and reliable power supply and high-quality services. The customer service group is complex and the social responsibility is heavy. At the same time, affected by the shortage of primary energy supply, grid power supply capacity, marketing business, service level of service personnel and other uncontrollable factors, customer service work is faced with the following threats of emergencies, mainly including: 1) customer emergencies Power outages, which affect the normal life and production of customers due to sudden power outages, and cause serious negative impacts on the society; Employee violations, wo...

AI Technical Summary

Problems solved by technology

Due to the large number of participating departments (units), time constraints, and heavy tasks, high requirements are placed on information communication, timeliness and completeness of emergency response, and rapid issuance and execution of emergency instructions, and communication is prone to occur during the coordination process. Unsmooth, handling errors, execution confusion, etc.

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