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好過份 |
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信言不美，美言不信。
善者不辯，辯者不善。
知者不博，博者不知。
聖人不積，既以為人己愈有，
既以與人己愈多。
天之道，利而不害﹔
聖人之道，為而不爭。
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聽0左0甘耐,覺得如果果位先生係問非所答0既,我覺得任何一個cs都無需要答佢
任何私人問題,例如幾點放工,因為如果佢係有需要知0既,係需要向佢0既上級.
即經理,唔係am問,唔應該因為佢成日話要投訴你就話佢知,做得cs,實會有客係0
甘0既態度,無論佢係高層試探定真係有d0甘0既客,都要答得肯定,唔好俾機會人
覺得你無答佢問題,應答就答,唔知0既就唔知,0甘對方再無理都無可奈何 |
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好易~同佢講"PK啦你,下家慘"
跟住唔撈  |
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當你出生時，你一個人在哭，而所有在旁的人在笑;
因此請活出你的生命，當你死的時候，圍繞你的人在哭
而你便是唯一一個在笑。
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我都遇過呢D"PK"
對呢種PK一定要答得好肯定,唔好口窒
如果唔係就俾條PK食住上
所以唔怪得個Trainee,始終經驗問題.
但都要改善自己對工作的認知
我覺得遇到D "PK" 會有幫助
果條PK我都費事講 P K HO  |
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當你出生時，你一個人在哭，而所有在旁的人在笑;
因此請活出你的生命，當你死的時候，圍繞你的人在哭
而你便是唯一一個在笑。
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我老細都曾經做過 tele-banking, 真係俾人鬧到喊架 .
好多人會打去玩野 .. |
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歡迎各界友好 icq 我 -- 325639
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咁似黑社會係度 "盤" 人?
對於唔講禮貌既人, 唔使咁客氣. |
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我真係忍唔到呢條友，我驚我見到佢會打鑊佢。 
佢根本打入來玩野。打入來搵人發洩，佢在現實社會應該係一條可憐虫。
因為無人會鍾意佢。
佢明知道客戶服務員的缺點係有錄音，唔可以cut線同玩野，只可硬食。
呢d人真係精神有問題。
唔係，都係只可以用「人渣、廢人」來形容。
我覺得服務員好容忍了。畀我已經問候佢祖宗。
同埋，高層真係要試下屬應對，唔係咁試的，而且真係問航班資料的。 |
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我只係想…小休一下
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I am not saying the Trainee is not good; she is polite and well
performed being a trainee. Ho is a PK. But, there is room for
better preparation and improvement or better understanding of her
post/section to shut Ho's mouth as she is working at the frontline.
Perhaps she is unlucky to pick up Ho's call on her first few days
work.
Brian |
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本人亦同意william的見解,整個對話過程就似一些"陀地"放隻曱甴落碗麵到然後
去屈個餐廳老板一樣.若大家用這個歪例去評估服務員的態度或表現是對他們不
公平!反之,於面對那位"無品"人的強詞奪理及人身攻擊情怳下仍然能夠保持克
制,我應為服務員的態度已取滿分.
若說此乃有關當局高層對下屬之測試,我應為可能性亦極低.此試驗只可反影出該
機構對員工培訓不足,沒有一套處理問題電話時的應對方法.
至於那位"無品"人,如標題所述,大可能已患有很嚴重的"城市抑鬱病".不能以理
性方式表達不滿,是一種病態,亦是一種社會現象.患者因長期受壓及錯敗感,潛意
式對社會及政府累積不滿,於某些情怳下會對一些手無吋鐵,介乎無助的基層人物
發洩,達至減壓效果.
發洩者是可憐的,因他患了病,已沒有自我控掣能力;被發洩者是無耐的,樂觀想法
可當作汲取工作及人生經驗.
以上乃本人有感而發,初次參與留言區,請多賜教  |
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Brain said:
= quote ===
Although he is very sick, he raises some important points that the
staff who picks up the phone does not prepare well for basic
information such as her post, section/department. Even the AM cannot
clearly tells him the status of the complaint case. Although he may
raise other PK questions, if the AM write down notes for what he said
correctly, even if she cuts the phone finally, there is no way to
make a complaint. SHe does not show clearly she is helping him but
only enteraining him.
=== unquote ====
I am not totally agree with you. Please understand that the first
lady who answered this call was only a Trainee. When approached with
such an aggressive person, the first response of her is self-
defending. Under normal circumstances, I believe she can tell
customers about her post, department and everything. Remember, she
did not know the person from the opposite side of the line and had no
knowledge what was going on before. Once she picked up the phone, she
had got bombarded with no reason at all. Being attacked by a
stranger, her reaction was understandable. Brian, if you are a newbie
similar to that poor trainee, how much better you can react?
Customer representatives answer the phone call just to help customers
out, not for someone to abuse them with thier own frustration. That
Mr. Ho who phoned is really a shame to we human being.
Just my 2 cents. |
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Brian,
Thanks for your valuable sharing |
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Be water, my friend. It is just like water. When
you pour it into a cup it becomes a cup; when you
pour it into a tea pot it becomes a tea pot.
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都似係高層手段,咁既思想真係腐爛!  |
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My work duty includes listening to enquiries and complaints from the
public.
Although he is very sick, he raises some important points that the
staff who picks up the phone does not prepare well for basic
information such as her post, section/department. Even the AM cannot
clearly tells him the status of the complaint case. Although he may
raise other PK questions, if the AM write down notes for what he said
correctly, even if she cuts the phone finally, there is no way to
make a complaint. SHe does not show clearly she is helping him but
only enteraining him.
I know I can speak loudly or write the above stuff because I am not
the one who listens to the phone. But it is just my limited customer
service technique sharing.
Don't blame me, OK. 
Brian |
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正常人唔會咁樣講o野，何生一係唔正常，一係真係高層叫佢玩o野，不過如果
係後者就真係好過分。  |
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那姓何的可能是高層派來的密探投訴者, 試探員工的接受投訴態度. 惡毒的管理
層... |
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Be water, my friend. It is just like water. When
you pour it into a cup it becomes a cup; when you
pour it into a tea pot it becomes a tea pot.
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