Monday, September 17, 2007

What Kind Of Season Will U Enjoy Eating Steamboat?



What kind of season will you enjoy eating steamboat?

A. Winter ( To Qn 2)

B. Summer (To Qn 5)

C. No matter what season (To Qn 1)



1. Do you like to have some sauce on your food?

A. Like (To Qn 2)

B. Don't like (To Qn 5)


2. Will you add eggs in your steamboat soup?

A. Yes (To Qn 3)

B. No (To Qn 6)


3. If you find a cigaratte butt in ur steamboat food, what will you do?

A. Quarrel with the boss and request another new one. (To Qn 13)

B. Stop eating and just pay and go. (To Qn 10)


4. What is the main point ypu will consider for choosing a steamboat restaurant?

A. Famous ( To Qn 7)

B. Reasonable prices ( To Qn 8)


5. If the steamboat restaurant has a new product of steamboat, will you dare to try?

A. Yes ( To Qn 6)

B. No ( To Qn 8)


6. How many people do you like to have your steamboat meal with?

A. 2-3 soulmates ( To Qn 9)

B. A big group of friends ( To Qn 3)


7. If the steamboat restaurant is very crowded, will you wait for a seat or go to another place?

A. Wait ( To Qn 11)

B. Proceed to another one ( To Qn 12)


8. What kind of food you like to add?

A. Noodle ( To Qn 9)

B. Vermicilli "Tang hoon" ( To Qn 7)


9. Will you drink the soup first or finish all the ingredients in the bowl then drink the soup?

A. Drink the soup first ( To Qn 10)

B. Eat the ingredients first ( To Qn 12)


10. If the boss tells you that you must add some SPECIAL and ODD ingredient in the soup to make it more delicious, will you dare to add?

A. Yes ( To Qn 17)

B. No ( To Qn 13)


11. Will you drink a cup of cooling water after you finish this steamy hot meal?

A. Yes ( To Qn 15)

B. No ( To Qn 14)


12. When you are having your steamboat, do you put in your meat first or put in later?

A. Put it once the steamboat start ( To Qn 15)

B. Later part then put ( To Qn 11)


13. Do you like to put all types of food at one go into the steamboat or have it put in one type by one type?

A. All ( To Qn 17)

B. One type at a time ( To Qn 16)


14. What drink will you like to go with your meal?

A. Oolong Tea ( To Qn 16)

B. Plum juice ( Type A)


15. Do you like to have steamboat at home or outside?

A. Home ( To Qn 16)

B. Outside ( To Qn 14)


16. Will you mind if another customer is standing behind you, waiting for you while you are finishing your food?

A. Mind ( Type B)

B. Don't mind ( Type C)


17. You are already very full with your meal but the boss offer to let you have another steamboat meal, will you eat it?

A. Yes (Type D)

B. No ( To Qn 16)


RESULTS....

TYPE A
Shy, a bit of an introvert. You are more stubborn and like to stay alone quietly at home. To you, talking to strangers is a hard thing so you have not much friends. But you will still have some soulmates. You need to treasure people who care and love you. You are more interested in your own matters, you will try your very best to achieve your target. But you can't do everything alone, and just depend on yourself, learn to open up and accept other opinions. Try to get along with different people.


TYPE B
You are a more active person, drawing a clear line between happiness and unhappiness. You are more quick-tempered. If you encounter things you like, you will do it without second thought. But once you encounter things that you hate, you will wish to get out of it as soon as possible. As you are a person of your own views, the friends you tend to have will be of the same pattern. But once good friends, you will understand them a lot and go all the way to help then. Friends are very dependent on you. As you are too emotional, you may make a storm out of a teacup with your friends. You must learn to do things in order and not give up easily. You can try making friends with those you don't think you can get along with, don't stick with the same category. This will make you more popular and charming.


TYPE C
Gentle like a lamb. You have a high level of adaptance power, easy to get along with people. Very popular in social life but seems that no one will talk bad about you. You hate to have conflicts with people so you always try to adapt to everyone. You treat every person differently. To look at the bright side, you adapt easily. But to look at the dark side, you lack of character, although you are one big nice guy but you lack of charm. On the surface, you have a lot of friends but once you have troubles, you lack of soulmates to help you around. You must try to express yourself more and be more decisive. In this way, you can understand yourself more.


TYPE D
You are stubborn, like to go in circles and don't get to the point. Once you decide on something, no one can change your mind. You are a good leader in a group so you win a lot of trust from your friends. But as you are too persistant on your own thinking, you neglect other people's suggestions therefore you can easily make enemies. Although it is good to maintain your own character but it doesn't mean you totally ignore other people's thoughts and feelings. You will let people think you are hard to handle and you will lose friends gradually and may end up alone. You need to learn to accept other people's opinion. This will make your social circle bigger and you will understand yourself better

If friend, Guess my answer?

Sunday, September 9, 2007


专业分工之后的不专业


那天经过银行,想起快要失效的信用卡积分,决定进去查问一下详情。

其实,这事也能通过电话咨询服务解决。但前两天,当我拨打服务号码,经过一轮繁琐的手指运动之后,电话另一头却传来“技术故障”的讯息,并且随即断线,令我为之气节。后来因为忙于别的事,就忘了再打电话。所以趁着经过,想顺便解决了它。

接待我的行员很年轻,一听说我要查询信用卡积分详情,脸上立刻显出不耐烦的神情,说这种事不必到银行来排队,只要拨打服务电话就可以了。见他一副不悦表情,我只好连忙解释,是因为电话服务技术故障,上网又查询不到,而积分快要失效了,所以亲自询问一下。

年轻人听完,马上问我:“你今天早上打过电话了吗?不如你回去再打一次电话试试看。”虽然,他极力使语气保持平和,脸上的表情却十分没有风度。

我还没开口,老公在一旁再也忍不住了。以他处理客户服务二十几年的丰富经验,实在不能认同这种什么行动也没有,就把客人赶回去的服务态度。于是对那位年轻人说:“既然顾客亲自上门求助,告诉你电话咨询服务无法接通,你是否该试试看帮忙解决,而不是三两句话就把顾客打法回去呢?”接着,老公还不厌其烦地给他上了一课;告诉他,当顾客上门求助时,无论事情大小,都应该尽力给予帮忙,这才是服务之道。

年轻职员显然并不受教,只是不便于发作而已。他边“粗声粗气”地上网、拨打服务电话,边用极力克制的不耐烦语气,重复强调银行信用卡的相关服务只能通过电话解决,他最多也只能帮我们打电话而已。而他的工作专业不包括信用卡服务,因此不清楚相关详情,我自己打电话询问会更加清楚等等。

我看着他那么“辛劳”地工作,听着他不断重复那些“语重心长”的话。很想告诉他,服务态度也是专业的表现之一,甚至比掌握专业的资讯更加重要。对顾客来说,你和你的公司就是一个整体,遇到任何问题,找到你们就必定能解决。至于你们是不是因为顾及更加“专业”而实行精细分工,那根本不是顾客的考虑。

年轻的行员显然觉得我找他处理不属于他“专业”范围的事情,等于是浪费他的时间。但是,他那么强调自己“此”专业而非“彼”专业的同时,只是凸显了公司的不专业形象,和自己的不专业精神而已。

职务分工原本是为了提升效率与服务,但如果大家都太过强调职务分工以后的个人“专业”,而没有顾及公司“专业”的整体形象与表现,对于提升工作效率和服务素质,到底是好事还是坏事呢?

原文刊于9月6日《我报》

后记:

两篇谈到提升服务素质的文章,虽然涉及的专业范围不同,但同样值得深思的是要提升服务素质,不能单靠硬件的加强,更重要的是人员的培训。工作人员不论职衔位阶,都应该对何谓服务,何谓良好的服务有所认知。人员有了良好服务的认知之后,公司再配合着提升硬件设备,那么我们才能有望达到所谓的世界级服务水平。

这只是个人浅见而已。


先有认知,才能提升素质


先有认知,才能提升素质

车子在高速公路上行驶,车速突然慢了下来。前方的巨型告示板上显示有障碍物阻碍中间车道的讯息。

车子龟爬着向“障碍物”靠近之后,终于看见一堆长条木棍和十几片巨型塑料板,凌乱地散置于道路中间。路旁一辆肇事的罗厘,上面还放置着叠得超高的木条和塑料板。相信是工人装货时没安置稳妥或绑紧,以至行车途中掉落马路中央。虽然意外只造成了一时的交通阻塞,但我忍不住为刚才那一刻捏把冷汗,如果事故发生的时候刚巧有其他车辆在旁边或后面行驶,说不定已遭殃了。难道这些工人不晓得一时疏忽,很可能带来严重的后果吗?他们工作时是不是应该要有安全上的认知呢?

对于提升工作素质缺乏认知的情形也发生在冷气食阁里。

在食阁用餐,由于买食物有先后,一起吃饭难免有人吃得快些,有人吃得慢些。那些清洁大婶往往一看见有人放下筷子,便一声不响地伸手把盘子拿走,也不问一问客人是否还需要它。有时汽水才喝一半,她们同样一语不发,伸出两个指头就往杯子里抓,等你露出不悦,她们才说:“对不起,汽水还要吗?”。看着她刚刚用手抓过的杯子内侧,请问谁还敢喝那杯水呢?

昨天吃晚饭时,有位大婶收走桌上的盘子后,用抹布在桌子上不停地抹。由于我和老大还在吃东西,老公忍不住告诉大婶,这样是不合卫生条例的,她应该等客人吃完东西离开后才清理桌子。大婶边不住地说对不起,边不停地辩解说她要尽快把桌子收拾干净……我看大婶一味地强调要赶紧把桌子收拾干净的重要性,只好劝老公算了。显然,大婶根本不明白我们要传达的信息,她只知道她的工作是把桌子收拾干净。

另一次也是在冷气食阁用餐,无意中瞥见一位大婶在整理摊子前的流理台。只见她拿着一块布把摊子前放调味料的台面擦净,接着把干净的碗摆放整齐。我正在赞赏她的用心时,突然看见她拿起抹过桌子的布,在几个干净的碗里随手擦了擦,再往摊子前一放……我想起妈妈以前教我们做家务,非常严格地指定擦地板一块布、擦桌子一块布、擦碗也另有一块布。我一直以为这种卫生与清洁的认知是理所当然的。看了这些大婶的工作之后,我再也不那么肯定了。

一块布可以擦桌子,也可以擦碗。说不定椅子脏了,也顺手拿去擦一擦。显然,如果没有认知就难以要求素质的提升。政府要大家提升工作与服务素质的宏愿,也许还差好一段路呢!