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    醫院客戶服務管理工作的成敗反思

    來源:神馬作文http://www.sxsrhm1.com
      XX年從事管理服務工作4年多了,經歷了許多挑戰和挫折,仍然不成功,沒有實現他們的理想,也不是領導滿意,原因在哪里?醫院客戶服務管理工作的成敗反思我一直在考慮這件事。盡管服務的工作是沒有前途的工作,也是一個可憐的治療,地位低下,不工作的人的重視和尊重,但我認為現在你已經在為她四年的時間和精力,像她這樣的好,和他自己的經驗奉獻給后來者,讓少走彎路,盡快實現你的理想的美麗境界。
     
      起初,我設立了客戶服務中心,希望與你的先進服務理念,建立一個良好的客戶服務團隊,作為衡量醫院服務,打開醫院真正以客戶為中心的服務。開始,我做了,盡管我的團隊整體形象和專業質量不是很理想,但是每個人的服務熱情特別高,我們是否分享或特別的工作,只要對病人有好處,是積極的,批評和贊揚,只要有利于服務,勇敢的去問…但是過了一段時間,我發現的熱情慢慢消失,我問為什么,他們說:我的好服務是有用嗎?有人說:你真的在冗余;有人說,建議讓人心煩意亂。
     
      那時,我發現,如果你想通過幾個人去扭轉人們的想法根在以卵擊石,不要說自己本身并不完美,即使你做的再好,恐怕,很長一段時間后,才會慢慢吸收,你和我們之間的區別,阻力越大,被拒絕,同化的速度越快,越激烈。
     
      之后,我開始調整工作思路,不要太多關注病人提出的意見處理,專注于提高我們的服務水平。我們研究服務理念,海爾的服務組織,發展自己的服務流程和規章制度,我們去參觀了民營醫院,經過很多努力,即使我幾乎失去了信心,在我看來是非常簡單的事情,我的客戶服務人員總是很難達到標準,當然很難。
     
      當時我發現并不是每個人都適合做客戶服務,特別是在企業醫院的轉換的特殊時期,一些人來說,它是客戶服務部門的養老金,這是下屬,我的第一個概念沖突,沖突是很難解決這個問題在這樣的人員進來容易,出去,后遺癥是每個人從后面開始學習分子。
     
      是我最艱難的一個階段的任務:在絕望中,我實現了在部門績效考核,檢驗過程中,盡管我完全注重公平的原則,透明的和可衡量的,但沒有眼睛醫院客戶服務管理工作的成敗反思,工作績效考核的概念本身就是針對她的,所以,雖然我認為方法是科學的,操作是非常公平的,也出現一些我預期的結果,如不再遲到,無原則的請假,但我認為服務措施,但并沒有出現,而不是下屬有一些情感上的反對。
     
      那時,我發現,如果你想成為企業的環境,建立一個烏托邦社會,恐怕我只是幻想,部門可以略高于整體水平,但不想高太多,和評價方法的同時,要非常小心。
     
      然后我遇到了最傷心的事情是:我們部門的獎金系數減少,集體受影響的不僅僅是收入,情感、認知、和部門員工的積極性與主動性。首次通過艱苦的思想工作,通過危機,也是一個小工作的成就,讓院長肯定;但很快在第二次績效考核過程,又降低了,這一次的思想工作是困難的,因為我不能解決,到醫院的決定,讓每個人都參與對我的指責。
     
      這個時候我發現收入的變化是最敏感的一件事,你不要因為管理問題,減少收入,要你面對他們的工作的缺點,第一是把事實,二是有意義,然后充分聽取人們的意見,創建情感宣泄通道和位置,然后直接你設法改善他們的工作價值。
     
      從這些錯誤中吸取教訓,作為部門的負責人,我需要理順你的情緒,但也關心每個人的感受,情況正在改變,再多的委屈,無奈,憤怒,不愿毫無意義,被下屬的情緒平靜后,我一個接一個地去理解他們的新的希望,努力滿足他們的工作和生活的需求,加上一些最近的醫院管理系統,與我之前的評估相比,更嚴格,所以每個人的心理也變得緩慢平衡,對工作的態度有了一個新的改變。
     
      四年的經驗和挫折讓我逐漸明白很多,既要看到自己的優點,但也不得不承認,他的溫柔的經營理念,工作方法。
     
      我的優勢:
     
      1、愛學習、接受新思想新觀念,所以可以迅速掌握最新的客戶服務理念和管理理念;
     
      2、愿意把先進的理念應用到實際工作中,所以給下屬是最人性化的管理,幫助他們找到工作的價值,提高他們的工作滿意度;
     
      3、喜歡創新、鼓勵創新,不僅自己經常思考一些工作的新思路、醫院客戶服務管理工作的成敗反思新方法,也大力提倡必須下屬努力創新;
     
      4、善于制定規章制度和檢驗計劃,可以創意服務指數量化評價。
     
      我的經驗是:
     
      1、戰略思維在接管客戶服務的開始,你應該知道去醫院提高服務水平和困難的問題,因為服務水平密切相關的醫院文化,做他們的工作的部門,不能離開形勢變化的環境。先提供大老板,如何改善環境的總體規劃,告訴老板的總體規劃,各自部門的改善是隨著總體水平逐步提高,減少他的工作預期,讓他知道你的想法。
     
      2、人員配置,如果沒有管理經驗,很難選擇適用的人才。醫院客戶服務管理工作的成敗反思但我的經驗是盲目的信任管理理論,認為他們能做出正確的人做正確的事,而忽略了醫院的現實和實際的工作,所以從現在開始我添加管理經驗的前提下,工作在不同的人在不同的時間,正確的人做正確的事。
     
      
    上一篇:關于居民滿意率的思考 下一篇:信用社員工工作體會
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