Identifying problems with customer service personnel and dealing with them, in order to improve customer satisfaction:A Taipower Hualien branch case study of customer service quality

• Main Authors: Kun-Tang Wu, 吳昆堂
• Other Authors: Kuo-I Chang
• Format: Others
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/c3a4wt

碩士 === 國立東華大學 === 管理學院高階經營管理碩士在職專班 === 103 === Some customer service personnel have a poor attitude when dealing with customers, and this leads to a reduced quality of service. Government-owned businesses generally pride themselves on being customer oriented, and providing a high quality of service. Taipower is no exception. Electricity is one of driving forces behind economic development and Taipower is a vital component to economic development in Taiwan. Emotional factors are also a vital part of customer service quality. Negative emotions from staff not only reduce quality of service but also damage the image of government- owned businesses. Government-owned businesses take the public as their customers, therefore, identifying problems with customer service personnel and dealing with them, in order to improve customer satisfaction is an important issue. Through questionnaires, aiming to understand the emotional state and problems of customer service employees at Taipower, a greater understanding of how respond to problems can be achieved. This can then be followed up with interviews of customer service personnel, to gain a further understanding of common issues, and better ways of employees to deal with those issues. This study will specifically focus on the Hualien branch of Taipower, and the results will help government-owned businesses to deal with customer service personnel who at times display a questionable attitude, and how to improve their quality of service, which will enhance the level of service quality and efficiency.