State Grid Zhoukou Power Supply Company: Proactive On-Site Services Warm the Hearts of Returning Residents

“For any electricity-related needs or concerns, please feel free to contact your local grid manager via WeChat or phone or call our service hotline. We are always ready to provide on-site assistance at any time.” On January 7th, the State Grid Zhoukou Power Supply Company organized its staff to visit returning residents in rural communities, conducting on-site “diagnostic” services for their electricity needs.

With the Lunar New Year approaching, the Zhoukou area in Henan province is experiencing a surge of returning residents. To ensure these individuals have access to safe and reliable electricity, State Grid Zhoukou Power Supply Company has prioritized power supply services for this group. The company has taken proactive steps, mobilizing service teams at each district and county level, coordinating with village committees to gather detailed information on returning residents and their arrival times, and maintaining dynamic records. Based on this data, each local power supply station forecasts the increase in electricity demand and develops corresponding measures, considering the maximum capacity of distribution transformers and low-voltage lines. This approach allows for precise solutions to potential overload issues and enhances the reliability of the grid infrastructure.

To further optimize the business environment for power services, improve service quality, and enhance customer satisfaction, the company conducted a detailed review of key customer accounts, including businesses, schools, and nursing homes. Customized “one household, one policy” service plans were developed, along with detailed visit schedules and agendas. Grid managers proactively visited communities, businesses, schools, and individual homes to offer on-site electrical services, actively listening to customer needs, and meticulously documenting their concerns. They also conducted thorough inspections of power distribution rooms and electrical equipment at businesses, identifying and addressing potential safety hazards. Based on their findings and individual customer circumstances, they provided tailored recommendations for safe and efficient electricity usage.

During these visits, State Grid Zhoukou Power Supply Company service teams distributed contact information and personalized service cards for local grid managers, establishing direct communication channels for customers and ensuring that one phone call is all it takes to address any electricity-related issue. The visiting staff also provided face-to-face guidance, assisting customers with the “State Grid Online” and “Find My Electrician” mobile apps, enabling them to easily manage online payments, balance inquiries, service type changes, account transfers, and other service accesses from the convenience of their homes, enhancing their seamless experience with this new “fingertip power service”.

To date, State Grid Zhoukou Power Supply Company has conducted four rounds of extensive customer visits, distributed 562,000 service cards, and resolved 75 customer electricity-related issues. As the Spring Festival draws closer and the number of returning residents continues to rise exponentially, the company will intensify its efforts, leveraging its grid-based service network to create a “green channel” for returning residents’ power needs, offering one-stop service to illuminate their homecoming for the reunion with reliable electricity. (By Zhang Dawei, Tian Miao, Xu Haoran)