优质服务是服务营销的核心任务,收集并听取员工反馈是提高服务质量的重要前提。 一、为什么要收集员工反馈 1、收集员工反馈是了解顾客需要的有效途径。 深入了解顾客,根据顾客需要改进服务质量管理措施,是服务性企业越来越重视的一项工作。了解顾客需要有三条重要来源:1)曾接受过本企业服务的顾客;2)企业欲争取为自己顾客的竞争对手顾客;3)企业的内部“顾客”——员工。其中,通过员工反馈来了解、掌握顾客需要是一条长期为管理人员所忽视却又行之有效的途径。 Quality service is the core task of service marketing. Collecting and listening to employee feedback is an important prerequisite to improve service quality. First, why collect staff feedback 1, collecting employee feedback is an effective way to understand customer needs. In-depth understanding of customers, according to customer needs to improve service quality management measures, service companies pay more and more attention to a job. There are three important sources for understanding customer needs: 1) customers who have previously served the business; 2) business customers who want to compete with their customers as their competitors; and 3) internal “customers” of employees - employees. Among them, through employee feedback to understand and grasp the needs of customers is a neglected but long-term management of effective ways.