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Voronezhenergo improves customer service


IDGC of Centre - Voronezhenergo division as part of a pilot project for the development of the service "Performance of work within the competence of the customer in the grid connection procedure" ("Grid Connection Support") held a training on "Conflict Management".

During the training 45 experts of the interaction with customers unit studied the effective methods of dealing with complaints and means of resolving disputes complying with the best interests of the company and retaining customer loyalty. The knowledge gained was practiced by simulating work situations, solving tests and case studies.

IDGC of Centre is developing the service "Grid Connection Support" in order to create favourable conditions for development of small and medium enterprises: entrepreneurs of these categories are the main customers of grid connection up to 150 kW, and who are covered by the new service. If you order this service in the company the customer receives "turnkey" the full range of documentation and connection of a facility to the grid, thus saving time and money. The service "Grid Connection Support" is provided by the "one window" principle. In accordance with the road map, it is planned to reach at least 70% of consumers of IDGC of Centre with it, having concluded an agreement on grid connection of electrical installations up to 150 kW.

Voronezhenergo along with the Kursk branch of IDGC of Centre was identified as the pilot site to implement the company’s project for the development of the additional service "Grid Connection Support". The training of staff to work on the new service was one of the first steps in this process. The training course aims to change the style and quality of customer service, and includes psychodiagnostic examination (held in late May) and three training modules: "Conflict Management", "Effective Technology of Active Sales" and "Art of Customer Service". The training will be completed in October.


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