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一项新研究指出,新进员工训练的重点应该在员工,而不是在公司。不幸的是,许多公司都做错了。印度公司Wipro承包了不少西方企业的电话客服中心。过去,公司电话客服人员的新人训练是第一天向新人介绍公司概况,接下来几个星期要求他们把英文练流利,并学会接听电话的标准步骤。电话客服人员整天都在听顾客的抱怨,或者协助顾客解决问题,工作压力原本就不小。再加上,公司要求他们无论说话腔调与应对态度都要西化,因此,训练完成后,有超过一半的客服人员会在工作几个月后辞职。
A new study points out that the focus of new employee training should be on employees, not companies. Unfortunately, many companies have done wrong. Indian company Wipro contracted a number of Western companies call center. In the past, rookie training for corporate telephone support staff was the first day to introduce newcomers to the company profile. In the coming weeks, they were required to practice English fluently and learn the standard steps for answering calls. Telephone customer service staff all day listening to customer complaints, or to help customers solve the problem, the pressure of the job was not small. In addition, the company asked them to be Westernized regardless of their tone of voice and attitude, so more than half of the customer service staff will resign after a few months of work experience.