论文部分内容阅读
一月前,当笔者感觉新买的牛奶味道有异时,满怀期望给国内这家著名的奶业公司客服部门电话。但当对方用机械化的声音记下笔者的意见和联系电话后,再也没有了下文。从那以后,每当笔者从杂志或者电视看到该企业CEO风光八面宣布自己的产品和服务如何做到客户至上的时候,总觉得有些好笑。他不知道,自己的一个普通员工已在客户面前出卖了自己。一线员工身处基层,却直接接触客户和供应商,代表着企业的直观形象。很多CEO高高在上描述自己的企业战略和愿景的时候,没有想到往往是自己的一线员工用实际行动向外界合作伙伴展现了另一种企业形象。关注一线员工表面上看来更多是直线经理的责任。不过一些CEO表现得异常积极,如星巴克CEO吉姆·唐纳德(Jim Donald)在就任星巴克北美区总裁的时候,每周都要随机打3个电话到星巴克店面,向普通员工说声谢谢并听听他们的意见。前微软中国区总裁唐骏就表示自己的日常工作大部分是为了协助一线员工更好成就自我。呵护基层员工,一定要从CEO开始么?CEO除了和一线员工握手和倾听他们的诉说之外,对此还能做些什么?
A month ago, when I felt the taste of newly bought milk was different, I was very much looking forward to calling the customer service department of this famous dairy company in China. However, when the other side of the mechanized voice recorded my opinion and contact telephone, no more. From then on, I always felt a bit funny when I saw in a magazine or on TV that the company's CEO was so outspoken about how its products and services were customer-focused. He did not know that one of his regular employees had betrayed himself in front of clients. Front-line staff at the grassroots level, but direct contact with customers and suppliers, representing the visual image of enterprises. When many CEOs describe their business strategy and vision highly, they do not realize that often their own front-line employees use actual actions to show their partners a different kind of corporate image. Focus on front-line staff appears to be more on the surface of the line manager's responsibility. However, some CEOs performed exceptionally positively. For example, when Starbucks CEO Jim Donald assumed the post of president of North Star in North Starbucks, he would make random calls to the Starbucks store three times a week, say thank you to general staff and listen to them Views. Former Microsoft China president Jun Tang said most of his daily work is to help front-line employees better self-realization. Care for grass-roots employees, we must start from the CEO it? CEO in addition to shaking hands with first-line staff and listen to their complaints, what else can be done about this?