本文首先阐述了客户投诉的理论知识，对客户投诉的来源，客户投诉的
态度，和客户投诉的原因进行了分析;接着对供电公司的客户投诉动因，从
服务质量缺口入手，进行来龙去脉地梳理;随后，对昌平供电公司的客户投
诉管理办法，流程及管理结果进行实际调查。最后在前文的分析基础上，对
昌平供电公司的投诉管理提出了本作者的建议。

关键词:电力客户，投诉管理，SEM模型
ABSTRACT
WiththestrengtheningofservieemarketingconeePt，andtheemergeneeof
eomPetitiveenergymarket，PowergrideomPaniesgivemoreandmoreattentionto
theeleetrieityservieequality.ButavarietyoffactorsdeterminethenonPerfeetion，
eustomereomPlaintsareinevitable，therefore，toimProveservicequality，wemust
attaehimPortaneetothemanagemeniofeustomercomPlaints.
This叭ielefirstexPoundedthetheoryofeustomereomPlaints，ineludingthe
eustomercomPlaintssource，theattitudeofeustomereomPlaints，andthereasonsof
eustomereomPlaints，theSeeond，Proeeeding诚thservicequalitygap，analyzedthe
eauseofthePowereomPany’5eustomereomPlaints.Thirdly，aninvestigationwas
madetoanalyzetheeustomereomPlaintsmanagement，themanagemeniProeessand
resultsofthemanagemeni.ThesignifieaneeoftheeustomereomPlainismanagement
wasProvedwithemPiricalanalysis.Finally，basedonthePreviousanalysis，strategies
andreeommendationsofPowereustomereomPlaintmanagementforBeijingChang
PingPowersuPPlyeomPanywerebroughtuP.