How to improve customer satisfaction and employee satisfaction

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How to improve customer satisfaction

The first is the high-level efforts. Go to the scene to experience the customer's feelings, read the customer's letters, answer and handle the customer's complaint calls. Talking or exchanging opinions with customers by email is one of the most important tasks for managers.

Secondly, the participation and enthusiasm of employees in business activities greatly affect the customer satisfaction of enterprises. The customer satisfaction analysis and many years' business practice of Sears Company in the United States prove that a high-quality, dynamic and competitive staff can create customer satisfaction more than the best hardware facilities, and then create outstanding performance. Provide training and service technology for employees, and authorize employees to formulate rights and responsibilities that are conducive to customer satisfaction, and take this as an important content of employee performance appraisal.

Domestic stewardesses will smile at customers. But if you look closely, they are not looking at you. But foreign flight attendants are different. They think that customer satisfaction is the value of their work. So there is a qualitative difference between the two.

Third, strive to provide quality products and services. There is no depreciation in this respect, and enterprises need to establish a quality assurance system for this purpose. On July 25th this year, it was reported that nearly half of the consumer goods in China were unqualified in the second quarter. Similar facts can hardly guarantee customer satisfaction.

Fourth, continuous improvement. Will your customers be completely satisfied? It's like asking if it will always be sunny. Even satisfied customers today do not mean that they will always be satisfied. Improving customer satisfaction is an eternal theme.

How to improve employee satisfaction

Enterprises can improve employee satisfaction from the following aspects:

Create a fair competitive enterprise environment

Fairness is reflected in all aspects of enterprise management, such as fairness in recruitment, fairness in performance appraisal, fairness in reward system, fairness in promotion opportunities, fairness in dismissal, fairness in resignation and so on.

Fairness is one of the characteristics that every honest employee wants the enterprise to have. Fairness can make employees work hard and make employees believe that there will be a fair return waiting for him. A fair enterprise makes employees satisfied and enables employees to concentrate on their work without being distracted.

At work, what employees need most is to be able to compete fairly. In France, every employee of McDonald's is on the same starting line. First of all, a young man with a diploma should be an internship assistant for four to six months, doing the most basic work, such as French fries, collecting money, grilling steak and so on. And learn how to keep clean and provide the best service. The second job has the nature of practical responsibility: second-level assistant. Responsible for the restaurant work within the specified time every day, and undertake some management work, such as ordering food, planning, scheduling, statistics, etc ..... and explore experience in practice. Promotion is fair to everyone, and those who adapt quickly and have strong ability are promoted quickly.

Panasonic pays attention to the implementation of qualification system and recruitment system, which greatly increases the fairness and transparency of personnel management and improves the competitiveness and organizational vitality of employees. First, the company put forward a position that needs internal open recruitment. All employees can apply, but they must put forward their own work plans, participate in similar design competitions and accept corresponding qualification tests. After various quantitative evaluations, the corresponding personnel are finally determined. In order to implement the qualification system and recruitment system, Panasonic has also reformed the wage system, which is generally divided into qualification salary and ability salary, making personnel assessment open.

Create a corporate atmosphere that pursues progress

The continuous pursuit of progress by enterprises is manifested in attaching importance to training and career development of employees.

With the rapid development of society, the skills and knowledge needed in work are updated faster, and training has become a necessary duty for enterprises to improve work efficiency and enhance competitiveness. From the perspective of employees, their own development and progress has become an important indicator for them to measure the quality of work and life. An enterprise has more development and training opportunities, which means more promotion opportunities. Therefore, training is also a priority index for employees to choose enterprises.

Training methods can be divided into: pre-job training, corrective training, promotion training, cross-training and retraining.

Chase Manhattan Bank attaches great importance to staff training and spends $50 million on education every year. Banks require employees to make a self-training plan every year, closely combine training with policies such as promotion, promotion and bonus, and mobilize the enthusiasm of employees to participate in training.

Create a free and open corporate atmosphere

In modern society, people's desire for freedom is getting stronger and stronger. Employees generally hope that the enterprise is a free and open system, which can give employees enough support and trust, give employees rich work and life content, and enable employees to communicate freely and equally in the enterprise.

There is an old saying: "A suspect does not doubt a person." Therefore, in order to improve employees' satisfaction, employees must be given enough trust and authorization to complete tasks independently, let go of their hands and feet and give full play to their work. Li Bingzhe, the boss of South Korea's Samsung Group, has always insisted on this way of employing people. Shortly after the establishment of the Samsung Chamber of Commerce, he boldly hired Li Shungen, who had never found a job and was regarded as a dangerous person by others. Apart from a few important matters such as huge bank loans and large-scale import of raw materials, he almost handed over all his daily business to Li Shungen. Later facts proved that Li Shungen was a reliable person and played an important role in promoting the rapid development of Samsung Chamber of Commerce.

In a free and open enterprise atmosphere, the role of enterprise leaders should be that of coaches. Counseling is not only training, but also consulting, advising, exposing contradictions and educating. Training requires * * * members to have the ability to listen and express real appreciation and gratitude. Usually, you need training when you need special encouragement before or after doing something for the first time, or when you correct your mistakes. Counseling is to help people with outstanding abilities to show their abilities. Employee consultants will provide constructive suggestions, support and encouragement to employees when problems and work are affected, and conduct two-way discussions. Exposing contradictions is to expose the problems existing in the work and the major work mistakes of employees, so that everyone can solve the problems and correct the mistakes together. Education is what we generally call training.

A free and open enterprise should provide employees with opportunities for job rotation, so that employees can work in departments and posts outside their own departments. Such appointments are usually temporary. Sony implements a regular rotation system to ensure that employees have more development opportunities and keep their work fresh.

A free and open enterprise should have an open communication system to promote the relationship between employees, enhance their awareness of participation, promote the exchange of views between superiors and subordinates, and promote the effective communication of work tasks. In General Electric Company, the "open door" policy is implemented from the top management to leaders at all levels, and employees are welcome to come into the office at any time to reflect the situation and properly handle letters and visits. Senior leaders of the company and all employees of the company hold lively "free discussion" at least once a year. GM strives to make itself more like a harmonious and progressive family, calling itself by its first names from top to bottom, respecting and trusting each other, and having a harmonious and cordial relationship among people.

Create a caring corporate atmosphere for employees

People are social animals and need the warmth of the group. A caring enterprise is bound to improve employee satisfaction. Enterprises that care for employees should give employees a good working environment, give them enough work support, and let them work in the enterprise with peace of mind.

Caring for employees, companies are good at inspiring employees' morale, giving them praise and praise in time, thanking employees openly and timely when they make achievements, and organizing some get-together activities to let employees share the joy of success.

Enterprises that care for employees attach importance to their physical and mental health and pay attention to alleviating their work pressure. Enterprises can make some regulations in the system, such as paid vacation, medical pension insurance, unemployment insurance and other systems to relieve employees' worries. Toyota has its own "all-weather" sports center, including track and field, gymnasium, rugby field, football field and tennis court. Toyota actively calls on employees to join the sports department and the culture and education department, so that employees can seek another kind of happiness in the world of sports and hobbies. This not only enriches the life of employees, enhances their physique, but also cultivates their competitive spirit of courage and hard work, with the fundamental purpose of better promoting production. Toyota also vigorously advocates community activities, such as workshop entertainment department and women's department, to promote harmonious relations between people. Another great expectation of Toyota for community activities is to cultivate leadership. Because no matter the size of the community, it needs planning ability, propaganda ability, leadership ability, organizational ability and so on to manage. In addition, there are many activities throughout Toyota, such as comprehensive sports meeting, long-distance relay race, swimming meeting and so on. And some activities are always held every month. In these activities, as long as time permits, the general manager, directors and other leaders should participate and get together. All this has unconsciously improved the quality of employees and enhanced their feelings for the company and leaders.

The above four points are the basic methods to improve employee satisfaction. Of course, there are various means to achieve this goal. Pay attention to employee satisfaction and take various measures to improve employee satisfaction. We should also pay attention to the feedback control of these measures and conduct employee satisfaction surveys regularly to correct or strengthen the efforts made by enterprises to improve employee satisfaction.