14.16 : 服务员工

Service employees represent the company and are essential to service delivery and customer satisfaction.

The Service Talent Cycle enhances service employee performance and satisfaction through recruitment, selection, training, development, retention, and performance management.

Recruitment is about attracting candidates with the necessary service skills, and selection entails identifying individuals who have the requisite skills and align with the company culture. Zappos exemplifies this practice through its cultural fit interviews.

Training aligns employees with company standards, such as Starbucks' barista training program. On the other hand, development focuses on skill enhancement and career advancement, as highlighted by Marriott International's employee development initiatives.

Retention strategies, like Google's employee benefits, aim to maintain a motivated workforce, as employee satisfaction directly influences service quality.

Performance management involves systematic evaluations and feedback, like Apple's, incorporating customer insights to enhance employee performance.

Effectively managing each stage of the Service Talent Cycle is crucial for maintaining a skilled and motivated workforce, which is essential for providing excellent service.