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My Vacation - Brother’s Wedding Ceremony
Last week, I went to Shandong with my boyfriend for his brother’s wedding ceremony.
This was the first time that I saw their local traditional wedding, such as proposed marriage, served their parents with a cup of tea, betrothal gift.
It was a busy and nervous day for bridegroom and bride. The bride held up a glass to her husband’s relatives and called them as like as her husband. Then every relative gave the bride a red envelope which is lucky money for new family member.
For example, the bride calls her boyfriend’s mother as “A Yi” (aunt) before they get married, but when they get married, the bride will call the aunt as “Ma Ma” (mother). And there is a ceremony to distinguish the difference. And, the red envelop we call it as “Gai Kou Fee” (the fee of changing calling) in China.
The last day when we stood out of train platform to say good bye with my boyfriend’s parents, I could not bear crying, and the tear was full of his mother’s eyes as well.
No matter parents have how many houses and money, they hope their child could accompany them when they are elder. But it’s a paradox that they don’t want to prevent their child’s career development.
As a son or daughter, we know, the permission to live in outside is due to the deeper love from parents. What we want to do now is working harder and picking up them and living together in the future, and taking care of them forever.
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My Line Manager, My Teacher & My Friend
Three years ago, I prepared to resign my Intern job and to hunt a good job. At that time, I met my second line manager on my life.
Then, she had a short interview to me and asked me whether I wanted to join her team.
Without any doubts, I said, yes. I must admit she, my new Malaysian boss, gave me a deep impressive.
In China, some businesses are under table. She known it but she refused to be a dark one.
What I learnt from her, it’s not only about business, knowledge, but also how to conduct well in society.
Unfortunately, she was failed on political struggles. That anything she has paid for the company was stolen by villains.
When she left this company, I had made a decision to quit from this company as well.
And now, she works for a better job on a better company. I really feel happy for her.
And for me, the only one pity thing is that I can not learn from her.
Wish she all the best of 2014.
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Customer Satisfaction Program
Recently, I read an article which is about the mistakes we are easily to make for customer satisfaction management (shorted by CSM).
I worked for a CSM Program on an auto company before. In order to improve customer satisfaction, the overall score of CSM is linked to dealer’s variable margin.
Those questions are designed around the service standard process. At the same time the questions are consisted of two parts. One is specific questions which are used to score to measure, and another one is open questions.
All interviewee customers have 6 options to answer the specific questions. For example, outstanding means 5 points, good means 3 points and poor means 2 points and so on.
But the article points out that those 5 mistakes we easily make:
1.Don’t make the customers’ feedbacks turn into data.
2.Don’t handle customers’ feedbacks for a long time.
3.Don’t use the questions which you set up on previous to limit customers’ answer.
4.Don’t use margin or bonus to motivate your staff to get a high customers’ satisfaction.
5.Don’t allow your customer choose anonymous.
When I reviewed the answers of open questions, I can learn a lot from customers’ feedbacks. And, with the development of CSM, dealers begin to coach customers to give them a high score.
Therefore, I totally agree the mistakes which the writer points out.
But, there are some issues I don’t know how to solve.
1.If we don’t use the score to measure customer’s feedback, how to know which dealer do his best work, and how to know which process we should focus on to improve customers’ satisfaction?
2.Yes, we should handle customers’ feedbacks or complaints in time. My question is how to handle so many customers’ feedbacks in time with limited human resource.
3.No comments about the third one as above.
4.Actually, when we launched CSM program, no dealers pay their attention on this. That they care their profit is more than customers’ satisfaction. If we don’t use the margin or bonus to motivate dealers, how can we motivate dealers pay their attentions on customers’ satisfaction?
5.Of course. We hope all customers choose to share their information with us. But we also should respect customers’ choice.
My friends, your comments about my writing or my points are highly appreciated.
Thank you and wish you a nice day.
Yuki Wang
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