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首页 不能牺牲员工自尊换取企业培训客人满意(Can not sacrifice employee se…

不能牺牲员工自尊换取企业培训客人满意(Can not sacrifice employee self-esteem in exchange for business training, customer satisfaction).doc

不能牺牲员工自尊换取企业培训客人满意(Can not sacr…

林知学
2018-11-10 0人阅读 举报 0 0 0 暂无简介

简介:本文档为《不能牺牲员工自尊换取企业培训客人满意(Can not sacrifice employee self-esteem in exchange for business training, customer satisfaction)doc》,可适用于社会民生领域

不能牺牲员工自尊换取企业培训客人满意(Cannotsacrificeemployeeselfesteeminexchangeforbusinesstraining,customersatisfaction)不能牺牲员工自尊换取企业培训客人满意(Cannotsacrificeemployeeselfesteeminexchangeforbusinesstraining,customersatisfaction)Seafishingisfamous,spyingonthemilitaryisessentialAndinthecolleague'sopinion,themodelofseabottomfishingisnotdesirableXuLifeng(apseudonym)isreluctanttodisclosehistruename,andheworriesaboutsayingthatpeerevaluationisnotappropriateXuLifenghasbeenengagedinthecateringindustryformorethanyearsandiscurrentlymanagingasageneralmanagerinabrandcateringcompany“whenIopenedtheshopinBeijing,Iheardthattheirservicewasverygood,andwhenitopenedthefirststoreinShanghai,WuzhongRoad,wewenttodinner”XuLifengsaidfranklytogofishingfordinner,istofeeltheservicethere,butalsotolearnhowtodoagoodjoboftheirservicesThefirsttimetogo,XuLifengreallyfeltsurprised,waitingguestscandonail,handcare,sittingonthetableafterthewaiterwillbringglassescloth,likethesidedishes,thewaiterwillbepresented“theyallthinkofitIsawhappydaysagoSomenetizenssaidthatthesubmarinehadbroughtababybedtothebaby”Becausetheseafishingservicehasbecomefamous,solikeXuLifengtoeat“spyingrdquo,thenumberofpeersisnotintheminoritySomerestaurantssendwaiterstothebottomoftheseatoeat,andtheirservicesaremorepicky,somanyoftheoffshorefishingattendantsareafraidtoservetheircolleagues,andevenbecauseoflanguagedifferences,therehavebeencontradictionsWiththestorestaffandpassengersbetweenseafishing,generalmanageroftheBeijingregionhassaidthereason:ldquohatepassengersinfacttheysatdown,Iknewthattheywerethewaiter,becausewedothislineofpeople,unlesstheboss,otherwise,nomatterhowyoudress,howloaded,tooletpeersseeYousee,thewaiterhasalongtime,sittinginthesametimeasordinaryguestsbacktothebody,butforwardIftheyalwaystellthetruth,theycometostudy,andwecanfightwiththem,andwemustgivethempreferentialtreatmentButtheydon't,butpretendtoourbossaround,civilservants,awaitercalledAren'tyouawaiter,tooWhentheywerelikethis,Iwasboredandtheyknewthatwehadtherighttomakeadiscount,anddeliberatelymadeamistakeandforcedustodiscountitIfwedon'tfight,westarttofightInparticular,somepeersseeourbusinessisgood,deliberatelytomaketrouble,itisonlyfighting”Passengerstodeliberatelyprick,troublemaybeindividualphenomenon,butwithacriticaleyetobemostXuLifengoftheseafishingserviceisappreciated,ldquoisverydifficultpeoplecandothis,itisnoteasy”butlethimrecalltheverygoodservicehereceived,andhefelthedidn'ttouchit“I'maserviceprovidermyself,andIhaveahighexpectationofserviceIwentwithacriticalangle”“therewasasurpriseforthefirsttime,butI'musedtoitnow,becauseIknowallaboutthatserviceAndIdon'tknowwhetheremployees'servicesarefromtheheartortheinstitutionalrequirementsofthecompany,andsometimestheyfeelthattheirserviceisalittleexcessiveForexample,someofourfriendsgettogetherandwanttochat,butthewaiteristooenthusiastic,willaffectus”QuestiononeWillsuchservicesreduceprofitsXuLifengwenttothebottomoftheseatoeat,theoriginalintentionistolearn,SeeifyoucanusetheunderseafishingserviceinyourrestaurantButaftermanyobservations,XuLifengfoundthatwhathedidcouldn'tbelearnedXuLifeng'srestaurantcompanydoesn'tdohotpot,“therearenotalotofhotdishestoshowcustomers,sotheirwaitershavetimetoprovidesomeextraserviceAndourrestaurantcan'tdothis,it'sdifficult,Chinesefoodintermittently,thewaiterinthemiddletodoalotofthings,mayneedtocontinuetoservedishes,etc,cannotbeliketheirattendants”XuLifengthink,seafishingHotpottaste,butitssellingpriceisnotcheap,sotheirprofitmarginsenoughcanprovidethoseextraservices,andalsobecausetheservicetodoasellingpoint,theadvantagesofunlimitedexpansion,willarousepeople'scuriosity,attractedalotofrepeat“theirwaitersoftengiveguestssomedishesorfruitplatter,etcwillthisservicereducetheprofitoftherestaurant”Facedwithsuchaproblem,XuLifengsaid,"“I'vebeentheresomanytimesWhyhasn'tthathappened"Hotpothasahighprofitmarginandwillnothaveabigimpactontheirprofits”QuestiontwoIsitfeasibletoempowergeneralemployeesAtthebottomofthesea,ordinaryemployeeshavetherighttodiscount,sendfood,andavoidsingleReportersintheseabedfishingdinnerwhenencounteredsuchathing:whenthebill,thewaitersentaplatteroffruitplatter,“sendyouafruitplatter,eat,buyit”theyearoldgirlnamedherself“rdquo,monthsandahalfmonthsagoldquoWhydidyougiveittous”“havingfuntalkingtoyou”“pot”smiledandwalkedawayOntheday,wespendmorethanyuanXuLifengtogiveemployeesauthorizedreservations,certain“Ithinkthatthereshouldbesomelimit,afterall,socialoperationneedslegalrules,thesealsoneedinthehotel,Ithinktheauthoritytosetsomeconditions,notthereisnolimittotheauthorizationIfyouwanttosendfood,howtosend,whichlevelcansend,theremustbelimited,ifcompletelyliberalized,itisimpossible”XuLifengsaysit'snotaboutprofitmargins,it'saboutworryaboutorderOnethinghegavehisshophadhappened:avisitorattheSteamedChickenwithChiliSauce,afterthemeal,hesaidthathedidnotknowthemouthchickenisspicy,buthedidnoteatspicyfoodThewaiter,afterunderstandingthesituation,reflectstotheheadwaiter,theheadwaiterthinksthattheguest'srequestisreasonable,changethedishforhimUnexpectedly,theguestalsowroteanarticletopraisethismatter,andlaterappearedtohaveguestsinthedishtofindsomeproblems,hopethattherestaurantfreeofcharge“inthisregard,wearelashingrefuseWehaveprinciple,ifourownproblems,wemustadmitthat,ifnotourproblem,butisnotthewrongdishguestplaceorthatthereareotherproblems,ifwecanmaketheguestfeelmorecomfortable,wearegoingtodoButweshouldn'tpamperourguests,andiftheystartwiththeattitudeofeatingoverlordmeal,thenwemustrefuse”ThecrewofthefishingboathadmettheguestswhohadmadethemveryunpleasantShanghaifourshopattendantLihastotakecareofatimebetweenya,ThereareeightornineguestsinitTheseguestseatforalongtime,consumptionisnothigh,butthemiddleoftheseasoningchefaddedtimesseasoningLatertheypackedthespicessecretlyLizfound,theysay,yoursauceisdelicious,wewanttotakesomehomeToHotpotshoptoeatHotpotunexpectedlypackagedspices,Lizwasnottoohappy,butdonotsaywhatButwhenthebillarrives,theyevenLizdiscountLizreluctant,theysaiddiscountedtotheUSlasttime,whynotIfyoudon'tplay,we'llcomplaintoyouonlineFinally,becausetheyareoldcustomers,LihadtogivethemadiscountShanghaitwoshopXiaoYangencounteredthingsalsomakeheruncomfortable,shesaid:"onenightmorethan,tomorethanyearoldyoungpeople"Foodwasonthetableisnothowtoeat,theycalledthewaiter,saidtheyhaveacombinationofseafood,oysterslessapieceofmeatIestimateislikelytoknocktheoysters,accidentallyknockedoutIexplainedtothem,andputforward:eithergivethemaoysters,orputthefoodbackButtheysaynothing,norefund,nochange,nogift,notthedistrictmanager'scallFinally,wegavethemthephonenumberofthedistrictmanager,andthemanagergavethemafreecopyLookatthetable,talkingintoagentlemanfromoneofourpeopleinsuchashortperiodoftime,Yangfeelverydepressed:“isitbecausesuchasmallmistake,wemustbefree”XuLifengbelievesthatthehiddendangersofauthorization,inadditiontoconnivanceofsomebadbehaviorofcustomers,theotherhiddendangerislikelytocondoneemployees“peoplearethesame,employeeswillbesmallsmartThereisnoproblemofauthorization,thekeyishowtosuperviseInourrestaurant,thepowerinvolvedinmoney,ordinaryemployeeshaverelativelysmall,usuallybytheforemantodoprocessing”QuestionthreeTheguestsandstaff,theprosandconsWegenerallythinkthatifyougiveapersonrespect,hewillrepaytherespect,butpeoplearedifferentTheservicedidn'tfullywintherespectofallthecustomersThetroublethatwaiterssometimeshavetofaceis:ontheonehand,theycan'toffendcustomersontheotherhand,theydon'tlikethewaytheydoitTheessenceofsubmarinefishingmanagementisthatinordertosatisfycustomers,employeescangobeyondtheprocessandsystem,andimplementdifferentiatedservicesfordifferentguestsButifyou'reforcedtodosomethingyoudon'tlike,andyoudon'tlikepeople,it'sgoingtohurtyouHuangTieying,awriterwhowrotethebook,willaskZhangYongaquestion:whatwouldyoudowithsuchaclientZhangYong'sansweris:oneistomeetthem,FriendlinessisconducivetobusinesssuccessAfterall,afewcustomersaretoofew,whichrestaurantwon'tbeeatenbythesetoomanycustomersTwoistorefusethem,eventhesenewemployeesknowthattheirrequirementsareunreasonable,thatisobviouslytoomuchThisrequiresthewaitertomakehisownjudgmentaccordingtothesituationatthattimeThrowasimilarproblemtoXuLifeng,whosaysthatthecompanyadvocatesvoluntaryservice,andifit'snecessarytoserveit,it'snotfairtoemployees“ifemployeesarehumiliatedintheservice,sacrificeselfesteem,thenwemustsupportthestaff,striveforbenefitsforhim,lettheguestsapologize,hit,Orlawsuits,wealldoitEmployeesarealsopeople,butalsoselfesteem,guestsatisfactioncannotbesacrificedattheexpenseofemployeeselfesteem”Performance(Performance)WhatisperformanceTheword"performance"comesfrommanagement,anddifferentpeoplehavedifferentunderstandingofperformanceSomepeoplethinkthatperformancereferstotheefficiencyandeffectivenessofworksomepeoplethinkthattheperformanceisthatafterworkbehavior,assessmentmethodsandresultsmorepeoplethinktheperformancereferstotheemployee'sworkresultsisreachedwithbenefit,withcontributionofcorporategoalsinthemanagementoftheenterpriseisoftenintheevaluationofhumanresourcesPerformanceistheeffectiveoutputoforganizationsatdifferentlevelsinordertoachievetheirgoalsTosumup:performanceisthecombinationofachievementandeffect,anditistheobjectivebehavioroftheworkbehavior,mode,resultanditsproductioninacertainperiodInenterprises,theperformanceofemployeesisembodiedinthequantity,quality,cost,andothercontributionstotheenterpriseCharacteristicsofperformanceIthasmultiplefactors,multidimensionsanddynamiccharacteristics,multiplefactorsBecauseoftheimpactofthatisaperson'sperformancedependsonmanyfactors,includingtheexternalenvironment,opportunities,personalIQ,EQandithastheskillsandknowledgestructure,andenterpriseincentivefactors,multidimensionalMultidimensionalistosaythataperson'sperformanceshouldbeanalyzedfrommultipleaspectsandperspectivesInordertoobtainmorereasonable,objectiveandeasytoacceptresults,dynamicDynamic,thatis,theperformanceofapersonchangeswithtimeandposition

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