The client is left hand, employee is of right hand at the beginning of 2003, two large shopping square that have background of abundant actual strength are in Shandong power sea at the same time almost gold position side-by-side practice. A shopping square is bustling, become the shopping center of area of this business affairs gradually; And little person of car of B shopping square is rare, the management time that does not arrive one year closes down. Comparative both discovers the author: Shopping establishment, carry does mode not to divide almost the same; B shopping square is defeated to be defeated to go up in employee body. Although two employee passed professional riant service, but bright smile sends employee of A shopping square from the heart, and employee of B shopping square one face forced smile. Investigate discovery: The employee of B shopping square is very malcontent to him enterprise. Employee is opposite even oneself the enterprise is dissatisfactory, which can get the client satisfactory service?
The president Ceng Di of company of industry of American abstruse Xin Du gives " gold law " : "Care your client, care your employee, so the market can is opposite you doubly care. " " client " the exterior client that is an enterprise, "Employee " the in-house client that is an enterprise, have inside and outside of give attention to two or morethings only, disregard this to miss the other party, company ability scores ultimate success. There are a lot of enterprises to note satisfaction of tall client of bring up again to spend only so like B shopping square in reality, and oversight employee satisfaction spends rise.
A person of extraordinary powers asks undoubtedly " the god that the client is an enterprise " , so " sacred " how is ability satisfactory? Only the service of employee sincerity just can make a client satisfied. If stuff is right the enterprise is malcontent, his mood and the satisfaction that the manner can affect a client directly are spent, the executive muscularity big discount that makes sell and supervise the work. The malcontent meeting with slight employee brings about barratrous client, create undesirable company image to the client; Malcontent meeting is spent to debase him enterprise on different level in employee, to the client buy decision-making cause negative effect; If employee appears to resent highly meeting abdication, become enemy with enterprise fall out even, become the Hun of former company business. The key of the service depends on sincerity, employee is the fountainhead of genuine service to enterprise satisfaction. If employee satisfaction is spent low, it is OK to rely on to manage and groom the outside behaviour that changes employee, and the real quality that cannot improve a service. Do not pay attention to what employee satisfaction spends to rise, "The client is sacred " turned a nominal into catchword, and cannot turn essence into the action. Shanghai baud hotel of graceful Li Jia continued to hold a title two years respectively continuously the first of " of optimal employer of " of hotel of " Asia optimal business affairs and " Asia. High mark of general manager surname (Mark J.DeCocinis) like draw the outline of to give pyramid of a three-layer, the foundation that will explain everything comes from spend at employee satisfaction: "From below consummate and ordinal spend for employee satisfaction, customer satisfaction is spent and hotel profit, the employee that work even if should assure a hotel I am the so most importantly people be in everyday the state of mind that can keep happy in the job. The employee that work even if should assure a hotel I am the so most importantly people be in everyday the state of mind that can keep happy in the job..
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