Research On The Job Burnout Of Customer Service Staffs In HWP Changchun Company

The job burnout is a commonly existing phenomenon in modern society,especially in the professional groups serving people. As an influential company inreal estate industry, HWP Changchun Company has advantageous economicalpotentiality in business and a good reputation in domestic industry. The backgroundof transnational corporation provides the comprehensive, high-standard modernmanagement system for HWP Changchun Company. Even working under thecondition of advanced, balanced and perfect systems, the job burnout happensobviously and seriously in the first line customer service staffs.According to the investigation and statistics, the first line customer service staffsin HWP Changchun Company work in low efficiency and poor effect, badlycooperate with internal departments in company and have a cold relation and contactwith the consumers. The staffs express a strongly antagonistic sentiment to both theorder of company and the demand of consumers with a high turnover rate. The jobburnout badly impacts on the health and emotion of the staffs, also on the efficiency,effect, creative and executive ability, systematic development of the company.The author highly pays attention to the job burnout of customer service staffs.Through the method of investigating papers and interviews, the author knows thecauses of the job burnout of customer service staffs. The special characters andimportance in holistic business process of the company for the customer service jobmake the customer service staffs overloading work, strained tensional relate with others and undertake huge stress from the work. In the other side, the stimulatingsystem of company is unsoundness, imperfect, way-simple, wide range but lesspertinence. At the same time, the common weakness in psychological capital and lowhuman-position matching degrees on the job burnout of customer service staffs arethe main causes.According to the causes and mechanism of the job burnout, we can use thetheoretical and practical research result at home and abroad to prevent and relieve thejob burnout through the internal and external way by joint intervention, such as stressmanagement and emotion management could help the staffs distribute the job timebetter, improve the efficiency, adjust the cognitive level to decrease the job burnout.In the long term effect, the external situation factors have a stronger impact on the jobburnout, so the external intervention has a longer and more persistent effect on the jobburnout. In the way of optimizing the performance evaluation system, we canmaintain the customer service staffs in a better working condition to stimulate theinitiative of staffs and improve the working efficiency. Salary is the most useful wayto promote the microcosmic management of the staffs and arouse the initiative of thestaffs. Optimizing and improving the salary system could solve the job burnoutobviously better. Referencing the theory of emotional labor in the modern humanresource research, we can evaluate, quantify, pay the emotional labor to prevent andrelieve the job burnout, and also to improve enterprise’s performance and servicequality.In summary, the job burnout is caused by the internal and external factors. Toprevent and relieve the job burnout, we could not consider the internal and externalfactors separately, but should take up intervention along both sides and mutually.