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优质服务在具体的实施过程中存在着诸多深层次问题,不加以解决就会最终影响其质量。例如在电力优质服务中,领导究竟扮演着一个什么样的角色,很多领导就没有科学地理解。领导们一味地将优质服务理念强加给员工,强调顾客绝对是上帝,甚至有的领导提出这样的“至理名言”:当顾客打了你一巴掌,你就要转过脸来,让顾客打另一巴掌。如此一来,员工就面临两方面的压力:一是领导要求对优质服务的绝对执行。二是顾客对优质服务的要求越来越苛刻,结果是员工身心疲惫。
Quality services in the specific implementation process there are many deep-seated problems, if not resolved will ultimately affect its quality. For example, in the power of quality services, the leadership what exactly is playing a role, many leaders do not have a scientific understanding. Leaders blindly impose the concept of quality service to employees, emphasizing that the customer is definitely God, and some leaders even put forward such a “wisdom”: when customers hit you slap, you have to turn around and let customers play Another slap As a result, employees face two pressures: First, the leadership requires the absolute implementation of quality services. Second, the demand for quality services to customers more and more harsh, the result is the physical and mental fatigue staff.