Expressions are wronged, reflecting that the ability of grass -roots employees is weak

Author: Liu Yuanju

Guided by user satisfaction, this makes the pressure pass on the grassroots employees.This is based on the characteristics of its express delivery, takeaway and other industries, and the assessment system, and in this system, grass -roots employees' gaming ability is too weak.

Recently, the female courier was kneeling after many complaints, which caused heated discussion on public opinion.

After the incident, a female courier was complained because the customer's mango was less and the packaging was broken. During the supplementary process, it was complained.After being fined 2,000 yuan by the company and facing the risk of dismissal, the courier went to the customer's house to kneel to understand.

In the end, the police officed and came forward to issue a domineering proof that Yuantong Express also exempted the punishment for the courier and the customers who had a malicious complaint.This incident triggers heated discussions.

Is the courier and takeaway delivery staff more vulnerable to grievances?

Customers often have disputes with courier, which is not uncommon on weekdays.Customers often dissatisfied with the service of the courier and then complained.For example, sometimes at home, the courier leaves the stuff to the courier cabinet, and consumers will complain.At this time, the courier will be forced to apologize again.

Just when the incident was not subsided, another courier was in a malicious complaint from customers to take 40 sleeping pills at home to try to commit suicide.

After seeing these two news, people will lament that the courier is not easy. Many people think of another scene, that is, the rider who takes the takeaway, often calls to ask for love, saying that it will be over time.EssenceOnce they are complained, they will be fined, so they have to get customers themselves, and there are often similar vocals for the whole scene.

It should be pointed out that there is no data to prove that the courier is more difficult in the work of the same skills, or more vulnerable to grievances.

The courier and the takeaway riders are good. They are not lower than some ordinary white -collar workers. The economic conditions are closely related to dignity. The two should be proportional.

We see these news because this industry has attracted more social attention.The status of courier and riding work is actually more dignified than some other technical content.For example, the workers on the construction site will not become news at all.

The pressure transmission mechanism leads to a penalty manner

But what needs to be discussed is why these two industries have such a pressure transmission mechanism that throw grass -roots employees to the front end?

The quality of express delivery and takeaway, the quality of delivery services really requires management and assessment.Express and takeaway employees are relatively large and difficult to monitor.

Therefore, the institutional assessment will eventually be guided by user satisfaction, which makes the pressure pass on the most basic level employees.To some extent, this is the assessment system based on the characteristics of its industry, which is reasonable.

It should be known that the State Post Office will announce the complaints of the postal consumer consumer every month, and the complaint rate is directly related to the brand image of the courier company.Therefore, the courier company will pass the pressure of the postal bureau to the grass -roots courier, and the main way to pass the pressure is to be punished.

Obviously not a fine management design with punishment, but the courier does not have the ability to gaming. The company will naturally set up rigorous and conducive to its own assessment system.

In addition, express delivery and takeaway are actually a job that dealt with people.Under a customer satisfaction -oriented mechanism, good courier and takeaway rider will use their own ways to tolerate customers.Some people do not use reasonable means to deal with disputes, and they are prone to damage to dignity.

To give grass -roots employees a certain negotiation ability

This reminds me of a thing my mother told me.

Decades ago, the unit she worked was collective ownership.At that time, in order to stimulate the enthusiasm of employees, the quota system was just started.Putty.

As a result, several of their colleagues exceeded the task, and the bonuses were very high.In the next month, the leaders need to improve the standards. They resolutely disagree, and things have been making trouble until the competent authority of the superior.At that time, the workers could not be easily expelled. The end result should be compromised, but the workers were victory.

Therefore, regarding the assessment standards, it is necessary to give grass -roots employees a certain negotiation ability, so as to be more reasonable.At this time, even if the customer is satisfied, but based on the rights of the employee, the company with the least cost and the largest income is to respect the employees.

It should be pointed out that this is a problem in a big background. In such a big background, if a company or industry becomes a highland for protecting employees' rights, this industry may not be able to adapt to the needs of the entire market link.

Therefore, the emergence and outbreak of this problem are not one -day work, nor is it solved by a certain company and even the entire express delivery industry and takeaway industry.