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案例:近日,公司汽车美容精品部出现了不太正常的员工离职。几名洗车工、美容技师和销售人员相继辞职,就连新入职的员工也出现了消极的工作状态。这一切来势汹涌,爆发得太突然,就算是长期以来问题的总爆发,波及面也太大了。今年5月份,美容精品部主管受到一位客户的严重投诉,称其服务态度恶劣,公然与客户争吵。在以“客户满意度CSI”为公司生存命脉的环境下,这种行为无疑会受到严重处理的。总经理声色俱厉地批评了美容精品部主管,并将处分通告下发全公司。
Case: Recently, the company’s automotive beauty boutique appeared less normal employee turnover. Several carwashing workers, beauty technicians and salespeople resigned one after another, and even newly recruited employees showed negative working conditions. It all came in turbulent and the outbreak was so sudden that even the total outbreak of the problem for a long time was too much. In May of this year, the director of beauty boutique received a serious complaint from a customer, saying his service was bad and openly arguing with his client. Under the circumstance that the “CSI of customer satisfaction” is the lifeblood of the company, this kind of behavior will undoubtedly be severely dealt with. The general manager criticized the director of beauty products department with great sensibility and issued the company-sanctioned circular.