這應該也算是"奧客"吧... - 顧客行為
By Ula
at 2010-07-09T00:19
at 2010-07-09T00:19
Table of Contents
說實話既然我已經在推文中幾乎被點名...
推一大堆文又看不清楚的狀態下,
我乾脆出來寫文好了...
醫院的工作人員不比一般的服務人員,要求的確是要比較高的...
我也是很清楚我自己不可能做到這一點,
所以雖然被勸說了好幾年應該去做這個錢多有前途的工作,
但是我還是守在零售業...
為什麼希望原PO要有同理心,
因為說實話,上網路抱怨病人家屬,把他們當成奧客...
這本來就不是該有的行為...
也許很多人會噓我這一文,說也不過是抱怨抱怨我在嗆三小...
我無意嗆原PO~~不過我想提供另外的角度思考..
說實話,就連到醫院當義工...沒錯..我是去受訓在急診室當義工...
在訓練的過程中就已經會被再三提醒,
送急診室的病患家屬多半已經很緊急...
請不要理睬他們的不當言詞,盡量安撫...
如果覺得自己無法忍受,那可以不要做...
我也不過就是把當初訓練的時候被教導的話轉述給原PO~~
雖然我人目前不在國內,
不過因為台灣醫療體系床位爆滿的關係,
的確很多人在久候無床位的狀況下會送親人到急診室,
因為這是唯一可以有機會取得床位的方式(套關係者例外),
而原PO抱怨的幾位病人,
其實我也都不會覺得態度真的不好,只不過是太急了~~
要聽真的不好的嗎?
我朋友現在是實習護士,一個星期有兩天會在急診,
因為加拿大的急診部門會有很特殊的一個區塊給需要長期治療的病人,
他們有的是洗腎,有的是需要定期打點滴...
方便他們不需要去門診或者是過了醫院門診時間還可以治療..
我朋友碰到的是把他們當成家裡女僕,
呼來喝去一會要咖啡,一會要三明治,一會還要報紙,
過一下還會嫌醫院的位子不舒服的病人....
這種才叫奧客吧...重點是...還是完全不需要付錢的....
在急診處,你們見過有人在續攤Party的嗎?
我們歡樂的印度朋友就是這樣做....
一個人在Party受傷,三十幾個人一起出動,
然後其他人在急診門口續攤的壯觀場面...
台灣大概也很難見到吧......
這樣的狀況下,這三十幾個人還堅持一定要全部進入診療...
這種時候我朋友也就只好找警衛出面處理了...
我沒聽過我朋友抱怨過因為太過擔心家人而失序的家屬...
因為他們的行為真的不算是奧客....
人在緊張的狀況下,是很容易錯誤判斷...
他們平常可能是很客氣的人,但是因為很緊張,口氣態度不好,
而等十分鐘就覺得很久,
其實也是因為緊張,所以時間對他們來說特別慢...
另外這個板是討論顧客,
不單是討論奧客....
而且也涵蓋了討論顧客行為的原因,跟如何對待顧客吧?
雖然我並不太真的覺得該把病人當顧客,
不過既然原PO已經將病人顧客化...
討論如何對病人有多一點同理心,
也還是算是如何應對客人的範疇吧?
我現在上班的公司由於是賣保健食品,
很多同事是護士、藥師等等的出身,
所以他們幾乎都有很好很好的EQ~~~
也許是早年的病人比較好吧,他們幾乎都覺得....
"醫院最爛的病人跟家屬,都還比我們公司的基本奧客好很多..."
也許原PO真的要是換了跑道,可能會發現這些病患家屬其實是天使吧~~
--
我又嫌自己時間太多了...
--
刺鼠的亂想世界.....加拿大生活 旅行 芳療分享
http://tw.myblog.yahoo.com/nivi-canada/
加拿大並非美麗新世界,渴望移民者請三思..
--
推一大堆文又看不清楚的狀態下,
我乾脆出來寫文好了...
醫院的工作人員不比一般的服務人員,要求的確是要比較高的...
我也是很清楚我自己不可能做到這一點,
所以雖然被勸說了好幾年應該去做這個錢多有前途的工作,
但是我還是守在零售業...
為什麼希望原PO要有同理心,
因為說實話,上網路抱怨病人家屬,把他們當成奧客...
這本來就不是該有的行為...
也許很多人會噓我這一文,說也不過是抱怨抱怨我在嗆三小...
我無意嗆原PO~~不過我想提供另外的角度思考..
說實話,就連到醫院當義工...沒錯..我是去受訓在急診室當義工...
在訓練的過程中就已經會被再三提醒,
送急診室的病患家屬多半已經很緊急...
請不要理睬他們的不當言詞,盡量安撫...
如果覺得自己無法忍受,那可以不要做...
我也不過就是把當初訓練的時候被教導的話轉述給原PO~~
雖然我人目前不在國內,
不過因為台灣醫療體系床位爆滿的關係,
的確很多人在久候無床位的狀況下會送親人到急診室,
因為這是唯一可以有機會取得床位的方式(套關係者例外),
而原PO抱怨的幾位病人,
其實我也都不會覺得態度真的不好,只不過是太急了~~
要聽真的不好的嗎?
我朋友現在是實習護士,一個星期有兩天會在急診,
因為加拿大的急診部門會有很特殊的一個區塊給需要長期治療的病人,
他們有的是洗腎,有的是需要定期打點滴...
方便他們不需要去門診或者是過了醫院門診時間還可以治療..
我朋友碰到的是把他們當成家裡女僕,
呼來喝去一會要咖啡,一會要三明治,一會還要報紙,
過一下還會嫌醫院的位子不舒服的病人....
這種才叫奧客吧...重點是...還是完全不需要付錢的....
在急診處,你們見過有人在續攤Party的嗎?
我們歡樂的印度朋友就是這樣做....
一個人在Party受傷,三十幾個人一起出動,
然後其他人在急診門口續攤的壯觀場面...
台灣大概也很難見到吧......
這樣的狀況下,這三十幾個人還堅持一定要全部進入診療...
這種時候我朋友也就只好找警衛出面處理了...
我沒聽過我朋友抱怨過因為太過擔心家人而失序的家屬...
因為他們的行為真的不算是奧客....
人在緊張的狀況下,是很容易錯誤判斷...
他們平常可能是很客氣的人,但是因為很緊張,口氣態度不好,
而等十分鐘就覺得很久,
其實也是因為緊張,所以時間對他們來說特別慢...
另外這個板是討論顧客,
不單是討論奧客....
而且也涵蓋了討論顧客行為的原因,跟如何對待顧客吧?
雖然我並不太真的覺得該把病人當顧客,
不過既然原PO已經將病人顧客化...
討論如何對病人有多一點同理心,
也還是算是如何應對客人的範疇吧?
我現在上班的公司由於是賣保健食品,
很多同事是護士、藥師等等的出身,
所以他們幾乎都有很好很好的EQ~~~
也許是早年的病人比較好吧,他們幾乎都覺得....
"醫院最爛的病人跟家屬,都還比我們公司的基本奧客好很多..."
也許原PO真的要是換了跑道,可能會發現這些病患家屬其實是天使吧~~
--
我又嫌自己時間太多了...
--
刺鼠的亂想世界.....加拿大生活 旅行 芳療分享
http://tw.myblog.yahoo.com/nivi-canada/
加拿大並非美麗新世界,渴望移民者請三思..
--
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