几年前,休斯敦机场的高管们碰到一个棘手的客户关系问题:乘客不断投诉,抱怨取行李的等待时间太长。高管们为此增加人手处理这一问题。这个办法不错:平均等候的时间降至8分钟,远低于行业标准,但仍接到投诉。高管们不知该怎么办,于是进行了更细致的现场分析。他们发现,乘客从门口走到取行李处只需1分钟,而要等7分钟才能取到行李。也就是说,乘客们约88%的时间是在站着等行李。所以,机场方面决定采取一种新方法。他们不是采取措施减少旅客等待的时间, A few years ago, executives at Houston Airport ran into a thorny customer relationship problem: passengers complained continuously and complained about taking too long to get their luggage. Executives to increase manpower to deal with this issue. This is not a bad idea: the average wait time dropped to 8 minutes, far below the industry standard, but complaints were still received. Executives do not know what to do, so a more detailed on-site analysis. They found that passengers took only 1 minute from the gate to take the luggage and had to wait 7 minutes to get their luggage. In other words, about 88% of passengers are waiting for their luggage. Therefore, the airport decided to take a new approach. They are not taking steps to reduce the waiting time for travelers,