Friday, May 1, 2009

留港消費 (2)

Bad Shopping Experience,固然不悅.但作為顧客,在返唔返黎幫襯有得揀的情況下,甚少會Bother去投訴.

但前提是,那一份是禮物,是對朋友的心意.送禮者,當然希望收禮人有一個完美開心的Experience.就當把單據放於禮盒內是無心之失,但這錯,會大大減低Gift Sender & Receiver 的 Pleasure’s Value. 當送禮者的氣憤,不是在於Bad Shopping Experience,而是覺好意差點讓Sales毀之一旦,That negative association with the brand could seriously drive the customer away for life.

更甚至,有天換她收到一盒那品牌的朱古力,第一時間聯想到的,也是她的Bad Experience.

Single Incident其實不值一提,但假設這員工繼續以此態度留任,以管理角度,又是一個幾好玩的Case Study.

1/ 假如客戶不作投訴,管理層根本無法得知此事.
2/ 管理層不知情,當然無法根治問題,如Warning / Training/Firing等.
3/ 此員工繼續以同一態度留任,問題持續發生,此分店的年度營業額,有三個可能性:營業額上升/下降/相約.
4/ 營業額上升,當然對任何一方都沒問題.下降,亦會令管理層立時尋根究底.但最有趣的是營業額相約.
5/ 如營業額是維持在預期目標內,是生意穩定,那位員工,會無憂無慮的繼續留任,直到被投訴或轉工或自發地改變工作態度,問題才會根治.
6/ 如營業額未達預期目標,則是生意停濟不前,管理層或會經研究,發現原因,Problem solved.但假如管理層決定關閉此分店,那位員工,一是被解僱,又或被調職至其他分店.
7/ 被調職後,員工繼續以相同態度工作.Eventually repeat the above points.
8/ 即到一天,管理層突然發現此員工有如世紀災星,到那家分店,拖累那家分店才作出檢覆.

Ok I might have come up with the above crap to justify my complaints (in case I bother to file one), but what if most customers would not volunteer their bad experience like myself?

1/ How could management efficiently monitor the frontline staff performance?
2/ Without firing, how could management effectively convert that staff's attitude and turn her into an asset once again?

Hm……

10 comments:

Ron Lau said...

講到底,係人既素質既問題...

到底係唔係請人既時候,係睇唔到既呢?

(well, 其實我只係呢件事既讀者...不過我最睇唔過眼就係呢種待客態度,忍唔住。)


問題:請就請左喇,到底管理層應點做?

Unreality 泡影 said...

ck 人在中環好鍾意講呢 d

也很期待 c+ 透露自己的看法 :)

莎拉 said...

C+,無見你D文章,好掛住妳吖!
妳好嗎?似乎你個新生命幾掂喎!

身在外地工作中的莎拉
(唉,連公眾假期都蝕埋,咁就係應有的專業態度喇)

小瓶子 said...

I have one bad shopping experience and after that, I actually write a two pages A-F size complaint letter to the shop.

篤篤篤撐 said...

我又講下我既留港消費經驗....

gwenzilla said...

sales 理應 standard 地問一句: 想張單放袋定手交比本人。 故且勿論客人有冇話送禮,但講咗係送禮,都效單入盒,個sales姐姐又真係好唔專業咁喎,仲要係中環區....

做得唔好的員工,比個 warning 先都OK gei,等個員工有機會試吓做好D,若然再收到投訴,就不得了啦!幾唔願意打工都要保持專業精神和態度,連這一點都做不到,sorry byebye la.

Jay said...

can commission solved the problem??

C+ said...

RE: Ron
>>到底係唔係請人既時候,係睇唔到既呢?

我以前成日奇怪,哇,佢都有人請,唔係呀?但耐左先觀察到,有時唔只係睇Quality,就算明知佢唔得,可能都會因為等人用/無更好選擇請左呢個Staff.

到個Staff返得一頭半個個月工,算係上左手,好少Management會繼續look for a perfect candidate (PC).係,佢態度係唔夠好,工作係好hea,但人已經請左,教又已經教左,呢刻就算有個PC 話即刻返工,Management可以點?

如不合格員工如未過Probation,OK可以即請PC,同時即炒舊人.但過左Probabtion,補水炒佢,要同老細解話.用賤招逼佢走,要做得出之餘,亦都應該等不合格員工quit左,先另覓Replacement...

同時,個PC 到底會唔會perform up to expectation,it's an absolute unknown, aka RISK. 邊個阿ger敢咩飛?

***
RE: 泡影
>>也很期待 c+ 透露自己的看法 :)

耶,我識鬼咩,當笑話睇下好啦,如果你地肯指點下我,就緊係最好啦 :p

***
RE: 莎拉
>>新生命幾掂喎!

我都覺!!!

>> 身在外地工作中的莎拉

貴人,必事忙,小姐,妳秒秒鐘幾十萬上落,累時開支krug, take a bubble bath,你係咪覺得點辛苦都值先 :p

C+ said...

RE: 小瓶子
>> I actually write a two pages A-F size complaint letter to the shop.

Wow I wonder how bad ur experience was!!

***
RE: 篤撐
>> 我又講下我既留港消費經驗....

係,我就係果個阿嬋,哇哈哈哈哈

C+ said...

RE: Gwen
>> 仲要係中環區....

以一個Global brand,相信一定有Service Standard,Location shd never be an issue right?

>> 但講咗係送禮,都效單入盒

我真係有懷疑過佢係玩我!

***
RE: JAY
>> can commission solved the problem??

with commission there's always a pro & con -- it may improve overall services but it may also encourage staff to undermine "small spender" by providing poor service...

but i have to admit, up till this point i still have no "sensible" solution to my questions... hahahahahaha

btw, thanks for dropping by! hope to see ur comments again soon :)

 
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