评论
打印
Jane:In my company, we 're having problems dealing with complaints.
我们公司在处理投诉遇到了困难。
Would you recommend a computerised system?
你能推荐一个计算机化的系统吗?
Mark:A few years ago, I worked with an energy company on this problem.
几年前，我和一家能源公司合作解决投诉问题。
They had computerised their complaints processing because they were receiving so many complaints.
他们用电脑处理投诉，因为他们收到了很多投诉。
But the staff who had to input the data had not had enough help with using computers, so the process was not working well at all.
但是输入数据的工作人员在使用计算机方面没有得到足够的帮助，所以解决过程一点也不顺利。
Jane:So what would you recommend to managers?
那么，你会向经理们推荐什么呢?
Mark:I would say to managers from that example that a computer system in itself will not deal with your problems.
从这个例子中，我想对经理们说，计算机系统本身并不能解决你们的问题。
do not just tell your staff to do things, listen to what they have to say about what they need
不要只是告诉你的员工去做事，听他们说需要什么，
Woman:And the next question,
下一个问题，
Bill?
比尔？
Bill:My company's worried about our high staff turnover.
我们公司担心员工流失率高。
Can you give me some advice?
你能给些建议吗?
Mark:I 've recently been working with a car repair company who go out to people's cars,
我最近和一家汽车修理公司合作，这家公司出去修理汽车。
rather than customers bringing their cars to them.
而不是顾客把车交给他们修。
But they were having problems with their mechanics.
但是他们的技术有问题。
The managers were sending out a newsletter every month full of future plans and aims, but very few of the workers were actually reading it.
经理们每月都发一份简报，里面全是未来的计划和目标，但很少有员工真正读过。
When I talked to the workers, I found what they really needed was to be appreciated for what they did, to feel that management took an interest.
当我和员工们交谈时，我发现员工真正需要的是得到赏识，让他们觉得管理层感兴趣。
So, I helped the company to bring management and workers closer together, to understand each other better.
因此，我帮助公司拉近了管理人员和员工之间的距离，更好地了解彼此。
