听我说!

发自旧金山 —— 上星期,我在自己的 Twitter 上发了条 140 字的酒店评论:旧金山广场公园酒店一口回绝了冒失住客的噪音投诉:“下次直接说要靠里面的房间 , 别只说要安静的房子。”

而我之所以如此不满,原因就是当我要求安排一间安静房间的时候,该酒店的管理人员把这句话当成了耳边风 —— 即便是在我后来投诉了,他们也还是左耳进右耳出。他们不但没有训练自己的员工学会倾听,反倒说我提出的要求不合理。而估计这间酒店的经理们后来也没把我在 Twitter 上说的话当回事。

没错,倾听顾客的反馈曾经是件挺困难的差事;一间公司不可能在每一角落都放几个人来收集顾客们随口说出的评论,而且很少顾客会有心思专门给你写封信 —— 无论是褒是贬。像航空公司这样的服务型企业会要求员工收集反馈,但这样的工作也是极度复杂。

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