Chii chinonzi "service?" Chii chinonyatso tsanangura "sevhisi?"
Zvinorevei kana zvasvika pakushandira mabhiriyoni evafambi venzvimbo, vedunhu nevekunze kwenyika? Zvikurukuru panguva yegore apo nzanga yenyika inoshanya inoratidzika kuva iri kufamba kuti ikwanise kuva nechii, uye ndiani, anokosha zvikuru kwavari? Tarisiro yeakasarudzika masevhisi anonyatso kuratidza tarisiro yeSanta achiratidza chaizvo pakati pehusiku, kwese kwese, kune wese munhu.
Izwi rekuti "sevhisi" rave chikamu chenheyo dzeindasitiri yekushanya, hwaro hwenguva dzemashiripiti vs. izvo zvinosuruvarisa. Sevhisi saka inogona kutorwa seyakakosha DNA yekuburitsa ruzivo. Asi yakadzidziswa here? Kana kuti intuitive?
Iyo yakakosha kana zvasvika kune bhizinesi rekufamba & kushanya: Izvo zvese.
Pamwoyo wechiitiko chekuenda, sevhisi ndeimwe yenzira huru dzekutaridza mutsa wenzvimbo, kuzivikanwa kwayo, uye zvakakosha, hunhu hwayo. Iyo inounzwa nekusarudzika uye dhizaini kuburikidza nendege dzayo, nhandare dzendege, mahotera ayo, nzvimbo dzekutandarira, maresitorendi, zvinokwezva, mhemberero dzayo uye zviitiko, kushambadzira kwayo, nguva dzayo dzekubatanidzwa kwenzvimbo. Maitiro ekushumira anogona kusiyana netsika, nenyika, nenyika. Zvisinei, mukati maro mune manzwiro akafanana: chido chekutarisira mumwe. Iyo ndeyemunhu, zvisinei nemamiriro eunyanzvi ayo anogona kuoneka.
KUBVA KUROVA KWEMOYO PANE ZVINOFANIRA KUITIKA ZVIMWE
Kazhinji kazhinji, zvisinei, izvo zvinofanira kuva zvomuzvarirwo, zvomuzvarirwo chaizvoizvo, zvinobviswa nenzira isiri yomuzvarirwo mufungo, murangariro, werevo. Mitemo uye zvinyorwa zvinotsanangura nzira yekuita sechimwe chinhu.
Kuti uone zvakajeka musiyano unoitwa nesevhisi, ingoedza kufamba nenhandare yendege kubva muna Zvita 1 zvichienda mberi. Sezvo kufara kwezororo kunotanga, ndizvo zvinoitawo mhirizhonga yekufamba. Mapoinzi ekumanikidza anozviratidza nekukurumidza:
• Check-in madhesiki
• Chengetedzo dzekuchengetedza
• Makiosks evanotamira kune dzimwe nyika
• Magedhi ekukwira
Mavharuvhu ekumanikidza anotanga kuputika, manzwiro anomhanya zvakanyanya, kushivirira kuderera. Mavara echokwadi anokurumidza kuratidzwa, anowanzoonekwa ari matsvuku. Sei? Nekuti masisitimu, akaiswa pasi pekumanikidzwa kwakanyanya kubva pakusvetuka mumavhoriyamu evafambi, anotanga kuratidza mapoinzi avo, achibvisa avo evafambi. Mitsetse inova yakareba, inononoka, yakaoma, inoshatisa, isina ushamwari. Panyaya yendege, panguva iyo vafambi vanozokwira, nzvimbo dzavo dzekupwanya dzave pedyo (kana dzisati dzatosvika) zvichiita kuti kuuya pamwe chete kwemazana mashoma evatakuri vakavhiringidzika dambudziko guru kune vashandi vari kutarisira kugara kwavo zvakanaka kune inotevera x nhamba ye maawa. "Sevhisi" kamwe kamwe inotora padanho idzva rezvinotarisirwa, kusanganisira decompression.
Asi zviri munguva dzino umo mavara echokwadi anosanganisirawo shades inopenya goridhe. Mumwe mutakuri akadaro wekupenya kwakagovaniswa: Katherine Sian Williams, Cabin Crew uye saka mumiriri webasa weBritish Airways. Nekumashure kweGround Services, anga achingova nemwedzi mitanhatu ari mumhepo, uye zvakadaro kunzwisisa kwake zvinoreva "sevhisi" kunoratidza kuti ari chikomborero kundege nekuda kweruzivo rwaanopa kune vafambi, uye muenzaniso waanoitira vamwe vake. .
Kuna Williams, tsananguro yebasa iri nyore:
“Inyaya yekubata munhu wese neruremekedzo – hauzive zviri kuitika muhupenyu hwavo. Iva netsitsi."
Kunyangwe vakwiri vane hasha vanomunzwira tsitsi.
“Vanhu vakashata nekuti vakatanga netsoka yakaipa. Uchine vanhu vakashata, vane hutsinye. Kuti haugone kushandura. Asi pane kunzwa ikoko, chokwadi, chokuti vanhu vashanda nesimba zvikuru, uye vari kuenda mberi. Pane kunzwa kwekodzero. Handivape mhosva. Vanongoda kutarisirwa nenzira inoita kuti vanzwe mari yavo yavanenge vashandira zvakaoma, uye nguva, iri kuongwa.”
Zvinoreva kutendeukira kunzwisiso yemunhu yekuzvarwa kwehunhu hwevanhu, panguva imwechete yekuziva mutemo. Pane dzimwe nguva apo dzvinyiriro dzinowedzerwa, kungave nekuda kwemwaka wepamusoro kana nyaya dzemunhu nemunhu mumwe nemumwe, "kushandira" kuverenga mamiriro uye kuziva kuti kusangana nevanhu ndiko kunobata mhinduro, kwete rhetoric yekambani.
Asi munhu anogona sei kuchengetedza kubata kwake kana kukura kwechikamu kuri kuda tekinoroji kupinda mukati kuti ikurumidze masisitimu? Nekuwedzera kwe4% muvafambi vepasirese gore rega rega kuti vapfuure anopfuura bhiriyoni 1.18 muna 2014 (mabviro: UNWTO), vanopfuura mamirioni masere vanofamba nendege vari voga zuva nezuva vachipfuura nendege dzinosvika zana nemazana mana (mabviro: ATAG), mumwe-kune-mumwe angashanda sei kune imwe-kusvika-miriyoni?
Williams anosimbirira kuti kunyangwe kukura kwechikamu kunogona kugonesa kukosha kwekusakanganwa izvo zvekutanga, kusimbisa kana uchiti:
“Ichi chinhu chemunhu. Tinoda kubatanidzwa kwakawanda kwevanhu. Zviri kuitika isu, zvikamu zvese zvehupenyu hwedu, tiri kuramba tichiwedzera otomatiki. Tiri kusundira basa rebasa kune tekinoroji. Ndinofunga kuti zvinopesana nezvinoreva kuva nehanya. Neimwe chikonzero, chitendero ndechekuti kunze kwekunge washandisa mari yakawanda, neimwe nzira uri kurasikirwa nekodzero yekugamuchira iyo inofanirwa kuve sevhisi kune vese?
Dambudziko sezvatinotarisa kune ramangwana, uye kukura kwatinoziva kuri kuitika, nekutenda, mukati uye nechikamu chedu?
“Ndipo pandinonetseka. Tingatarisira sei vechidiki vari kuuya kuti vanzwisise kuti sevhisi inongori maererano nekutarisirwa kwevanhu? Vane hanya – havangonzwisisi kuti zvoendeswa sei. Ivo havanzwe mutoro wekutarisira vatakuri ivo pachavo. "
ZVINOFAMBA NZIRA DZIRIRI
Zvakadaro, sekunge avo vari muindasitiri, vari kumberi kwesevhisi, vanogona kuita zvavanogona, hatifanire kukanganwa kuti kuve nezvekuita kwevanhu, inyaya yenzira mbiri. Kubva pakuona kwevafambi, kuva pa "Ndakaripira" kuguma hakusi chikonzero chakanaka chetsika dzakaipa.
Mumwe munhu, pane imwe nzvimbo ari kushanda usiku hwose, kuburikidza nenguva, kuburikidza nekutsamwa, nekuda kwedu. Mumwe munhu, pane imwe nzvimbo, ari kupedza Evha Idzva Idzva kure nevadiwa kuti ave airside scanning mabhegi kutichengetedza, kana kukwira pa 35,000 tsoka kutipa champagne kuti toast mugore idzva.
Chero chipi nechipi chekubatana kweketani yekufambisa yatingatarisa pairi, panguva yegore apo patinombomira kuverenga maropafadzo edu, dai kugona kwedu, mukana wedu, kodzero yedu yekufamba ive yepamusoro pandandanda yezvinhu zvatinotenda nazvo zvechokwadi. Uye avo vari chikamu chenetiweki yepasirese inoita kuti zviitike zvakanaka, zvakachengeteka, nehanya uye netsitsi, zuva rega rega, kwese kwese pasirese.
Uye saka, sezvo kuverengera kusvika kumagumo e2016 kunoswedera, uye isu tinotarisa ku2017 sekarenda itsva ye "kupi munyika inotevera?," ramba wakadzikama uye uenderere mberi. Tose tichasvikako. Ndinotenda.
eTN ishamwari neCNN Task Group.
