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          英国邮政创新家政

          更新时间: 2017-03-15 阅读:

            从客户实际需求出发,总能创造新的增长点。

            英国邮政公司是一家百年企业,濒临倒闭,英国皇家邮政局多次召开听证会,有些议员甚至建议取消邮政部门,因为邮政业已经成了经济的累赘。

            如何调整经营策略,使邮政业转危为安,成了摆在全英邮政部门面前的难题。

            同时摆在英国社会面前的,还有另一个与邮政;缏砼2幌嗉暗奈;。英国老龄人口约占总人口数的20%,由于传统习惯,儿女们很少和老人生活在一起。而在全欧洲,每年都会有由于老人得不到照顾而在家中意外死亡的案例发生。

            2013年4月,柏尔成为全英第四十八任邮政局局长。柏尔尝试着让邮政业的触角延伸到其他行业,他想到那些无人照顾的老人。经过紧锣密鼓的协商后,全英邮政业出台一条新的服务条款:帮助儿女们致信或者捎带礼品给家中老人。

            儿女们喜欢发电子邮件,不愿意去邮局为父母送上节日的礼品,不要紧,只要在邮政局交了年费或者月费,邮政公司会予以代劳,经过一系列的资料录入流程后,儿女们的资料与父母们的资料会进行接轨制运行。

            开始时,只是一些邮件来往,柏尔尝试着亲自到达老年人家中,发现老人们接到儿女邮来的礼品时,通常是喜出望外,迫不及待地拆开来细细品味。但时间久了,老人们会不耐烦,他们还是希望得到儿女们的关怀,以度过无聊的晚年时光,而不是只有简单的物质来往。

            于是,邮政业扩大新的服务范畴:可以派专员,每周到一位老人家里进行服务,帮助老人与儿女们取得联系,收发电子邮件,下载儿女们在网上发来的礼物,要求儿女们与老人视频聊天等。

            如果遇到老人的生日,生日蛋糕是少不了的,唱几首生日歌也在服务的范围;如果不能让老人开怀大笑,说明邮政服务生的水平欠佳,需要努力提高业务能力。

            柏尔破天荒地将家政服务应用到关怀老人的服务中去,竟然取得意想不到的效果,邮政业重见起色,派送报纸、信件反而成了一种辅助服务,主营业务发生质的转变。

            伦敦市邮政业在柏尔管理的第一个月便扭转亏损,不但不再需要国会的拨款,反而重新确立自己行业的地位。新的服务内容推出不久,便形成供不应求的局面,前来预约服务、缴纳年费与月费的儿女们排成长龙。

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