几年前,休斯敦机场的高管们碰到一个棘手的客户关系问题。乘客不断投诉,抱怨取行李的等待时间太长。高管们为此增加人手处理行李问题。这个办法不错:平均等候时间降至8分钟,远低于行业标准。但仍有投诉。高管们不知怎么办,于是进行了更细致的现场分析。他们发现,乘客从到站门口走到取行李处只需一分钟,而要等7分钟才能取到行李。也就是说,乘客们 A few years ago, Houston Airport executives ran into a thorny customer relationship. Passengers continue to complain and complain about the long waiting time for baggage. Executives to increase the staff handling luggage problem. This approach is not bad: the average waiting time drops to 8 minutes, far below the industry standard. But there are still complaints. Some executives do not know what to do, so a more detailed on-site analysis. They found that passengers took only one minute to get their luggage from the door of the station and had to wait seven minutes to get their luggage. In other words, passengers