This is our company, and the company's business is everyone's business. When the company has problems, we will work together to solve them.

For example, if a guest eats in a hotel room at noon, the catering department will take away the tableware after the meal, but the table will not be wiped. They think it is the housekeeping department's business. But the housekeeping department cleaned the room in the morning and will not clean it again in the afternoon.

If you divide things too clearly and talk about "you" and "them" all day long, it will cause a sense of alienation, which will form opposition within the company and undermine unity over time.

if there is a problem, put it on the table immediately. * * * In the same way, how did this problem happen and solve it immediately.

1. He is not in; (I should say where)

2. I don't know; (I should say who knows)

3. This is not my business; What should I do? )

The first person to be asked takes responsibility, not to solve the problem, but to connect the problems and follow them to the end until it is confirmed that the colleague has docked with the customer.

Example:

When Yu Shiwei was the director of JAL, he received a phone call one day.

Guest: Is your Miss Xie there? (Deputy Director)

Yu: Miss Xie has gone out. She is not here. I am her director. What can I do for you?

G: Then ask her to call me when she comes back.

Yu: And you are?

Guest: Dingda (transliteration, company name)

Yu: I'll ask her to call you as soon as she comes back (there was no cell phone at that time)

As soon as Yu Shiwei put the phone down, she left a note on Xiao Xie's desk: Xiao Xie, Dingda wants you, please call me back immediately, Yu.

I'm going to get off work at six o'clock, and Xiao Xie hasn't come back yet, so I'm ready to leave, so I'll call Dingda.

Yu: Mr. Wang (knowing who the other party is), we miss Xie hasn't come back yet, and it's six o'clock now. Would you like to continue looking for her at night and ask her to call your home?

guest: yes, ask her to call my home. My home phone number is * * * * * * *

Yu: Thank you.

Yu Shiwei has been looking for Miss Xie all night, calling Miss Xie's home all the time, and finally she went home at eight o'clock (to meet another client in other places)

Yu: Xiao Xie, manager Wang of Dingda has been looking for you all afternoon. Please call her quickly.

Yu Shiwei called Mr. Wang again in 15 minutes.

Yu: Mr. Wang, did we call Xiao Xie?

here it is. thank you. what's your name?

Yu: My surname is Yu, and my name is Yu Shiwei.

guest: very good.

the next day, the king always called the general manager of JAL.

Guest: What does your little Yu do?

chief: the director in charge of the sales department.

guest: ask him to come over.

After Yu Shiwei went to Wang Head Office

Guest: Mr. Yu, I didn't give this order to your company for a long time. Now you take it back (JAL freight order) and send 251 cases to new york. You tell your general manager that if you resign, this order will be cancelled.

story inspiration: the first person who answers the phone is the first person who asks the responsible person. No matter whether the caller is the customer you docked, whether it is within the scope of his own duties, the first person who asks the responsible person should give the customer a satisfactory answer.