“这个观察很关键。”国际商业演讲者、Humor at Work网站总裁兼撰稿人迈克尔·克尔补充道。他说,当他在参观zappos的时候,他站在门厅里,惊异于该公司员工一大早的活力以及相互问候的方式。“几分钟便能知道,这是一个精力充沛的工作场所、一个周一早上人人都想来的地方,其中很大一部分原因只消看看人们在相互交流时的那种真诚和友好便知了。”
4. How do they answer the phone?
4. 员工如何接听电话?
Do they sound human and engaged, or does it sound like they are on autopilot reading from a script? How people answer the phone, especially in a larger organization, can reflect a few characteristics of their brand. It can tell you if it’s a fun place, if they are truly customer-focused, and if people are allowed to let their own personality shine through. If they sound as though they are reading from a script, this could be a sign that the culture is very controlling. I think you can also get a sense as to how engaged and happy employees are just by how they answer the phone, or even by the nature of the voice mail greeting. Is it warm, human, friendly and fun? Or overly somber, serious, and devoid of any personality?
他们听起来是充满人情味并投入其中的,还是像照本宣科?人们如何接听电话,尤其是在一家大型企业中,可以体现出他们品牌的许多特点。它可以告诉你这是否为一个充满乐趣的地方,他们是否真正以客户为中心,员工能否得以显示自己个性。如果他们听起来就像是照本宣科,这说明该公司的文化中控制很严。我认为员工如何接电话,甚至如何通过语音邮件问候,同样能够让你感觉到他们是否投入和开心。它是热情的、人性化的、友好并且开心的吗?还是过度严肃、认真,毫无个性可言?
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