谁该为不良服务质量负责

随着服务业在我国的迅猛发展,“顾客第一,服务至上”已成为服务企业的共识。在服务过程中,低劣的服务质量却仍比比皆是。之所以出现这样的状况,究其根源,在于服务企业的管理者们并没有找到导致服务质量不佳的真正原因。服务质量出现问题,责任不应归咎于服务人员,根本原因在于管理者。

Who Should be Responsible for the Low Level of Service Quality

In recent years,the service industry in our country has been growing rapidly;"Customer is the first and service is most important" has becoming the common sense in service enterprise.But we often meet the low level of service quality in the service process.And we are always not satisfied with it.The major reason is that managers who don't find the real reason of causing the low level of service quality.In fact,employees aren't responsible for the low level of service quality but manager!