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    英國郵政創新家政

    更新時間: 2017-03-15 閱讀:

      從客戶實際需求出發,總能創造新的增長點。

      英國郵政公司是一家百年企業,瀕臨倒閉,英國皇家郵政局多次召開聽證會,有些議員甚至建議取消郵政部門,因為郵政業已經成了經濟的累贅。

      如何調整經營策略,使郵政業轉危為安,成了擺在全英郵政部門面前的難題。

      同時擺在英國社會面前的,還有另一個與郵政危機風馬牛不相及的危機。英國老齡人口約占總人口數的20%,由于傳統習慣,兒女們很少和老人生活在一起。而在全歐洲,每年都會有由于老人得不到照顧而在家中意外死亡的案例發生。

      2013年4月,柏爾成為全英第四十八任郵政局局長。柏爾嘗試著讓郵政業的觸角延伸到其他行業,他想到那些無人照顧的老人。經過緊鑼密鼓的協商后,全英郵政業出臺一條新的服務條款:幫助兒女們致信或者捎帶禮品給家中老人。

      兒女們喜歡發電子郵件,不愿意去郵局為父母送上節日的禮品,不要緊,只要在郵政局交了年費或者月費,郵政公司會予以代勞,經過一系列的資料錄入流程后,兒女們的資料與父母們的資料會進行接軌制運行。

      開始時,只是一些郵件來往,柏爾嘗試著親自到達老年人家中,發現老人們接到兒女郵來的禮品時,通常是喜出望外,迫不及待地拆開來細細品味。但時間久了,老人們會不耐煩,他們還是希望得到兒女們的關懷,以度過無聊的晚年時光,而不是只有簡單的物質來往。

      于是,郵政業擴大新的服務范疇:可以派專員,每周到一位老人家里進行服務,幫助老人與兒女們取得聯系,收發電子郵件,下載兒女們在網上發來的禮物,要求兒女們與老人視頻聊天等。

      如果遇到老人的生日,生日蛋糕是少不了的,唱幾首生日歌也在服務的范圍;如果不能讓老人開懷大笑,說明郵政服務生的水平欠佳,需要努力提高業務能力。

      柏爾破天荒地將家政服務應用到關懷老人的服務中去,竟然取得意想不到的效果,郵政業重見起色,派送報紙、信件反而成了一種輔助服務,主營業務發生質的轉變。

      倫敦市郵政業在柏爾管理的第一個月便扭轉虧損,不但不再需要國會的撥款,反而重新確立自己行業的地位。新的服務內容推出不久,便形成供不應求的局面,前來預約服務、繳納年費與月費的兒女們排成長龍。

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