The Company’s top priority is a comfortable user experience and customer satisfaction. By upgrading its service methods, it builds a perfect service mechanism and continues to improve its heat supply service level.
Open an account with the online business hall and 366e Life WeChat public platform, and you can request related services such as repair, supply resumption, inquiry, and fee payment.
The Company has set a complaint hotline, which must be attended to round the clock during the specified heat supply period. Also it follows the coordination and command of such government agencies as the Letters and Visits Office and Heat Supply Office.
The Company keeps its fee payment hall and has increased the number of its self-help terminals so as to meet the requirements of middle-aged and senior customers for various types of heat supply services.
It has launched a customer service team and a call center, which are responsible for coordination and dispatching such as handling customer inquiries relevant to heat supply, reports for repairs, and complaints.
It has built a fast, efficient 24-hour onsite maintenance mechanism in response to customer emergencies so as to address the heat supply needs of various customers.
The Company implements the guaranteed satisfactory solution mechanism, by which the first customer information receiver in the customer service team is the person responsible for the whole process of handling the request and making a return call to the customer in a timely manner.
The Company has launched its mobile phone app added with an incentive feature to better motive employees in handling customer requests. And it considers customer request receiving and handling when reviewing employee performance; meanwhile it provides training for customer service employees so as to improve their professional competence.
The Company has formulated “Methods for Leakage Claim Management”, by which it will, after conducting an indoor investigation and confirming the compensation plan, make economic compensations for the user.
When a customer complains that the temperatures lower than 18℃ in his bedroom and living room and repairs fail to attain the standards, the Company will propose a renovation scheme or economic compensations to him in order to protect his rights and interests as a user.
In the event that a user intends to change the heat-supply mode, has a need for low temperatures, and is a case of charity, the Company will provide him with free heating service.