在和投诉处理岗员工面谈时,了解到部分投诉处理人员面临着绩效完成不良、每天加班到很晚、想提高却不知该从何处提升的困境。但是在同样的工作条件下,却有部分员工工作成效很好,不用加班,而且客户满意度也高。优秀员工和普通员工之间在哪些地方存在差距?结合访谈、录音分析和积极人格测试,笔者发现在一些方面是相同的,如优秀员工和普通员工都想得到好成绩,肯努力,但在诸如勤奋、变通性、韧性等方面则存在较大差异,从而导致最终结果的差异。 During the interview with complaint handling staff, I learned that some of the complaint handling staff members are faced with the problems of poor performance completion, overtime late every day, and those who want to improve but do not know where to start from. However, under the same working conditions, some staff work very well and do not have to work overtime, and their customer satisfaction is also high. Where are the differences between good and average employees? In the interview, recording analysis and positive personality test, the author found that in some aspects are the same, such as excellent employees and ordinary employees want good grades, work hard, but in such as hard-working , Flexibility, toughness and other aspects there is a big difference, leading to differences in the final result.