Research On Group Social Work Intervention To Relieve The Pressure Of Customer Complaints Of Grass-roots Managers In Large Markets

With the deepening of China's reform and opening up,the national economy is also steadily improving,people not only stay in the material level of enjoyment,but also gradually attach importance to service requirements.As we all know,in large shopping malls,managers need to deal with a large number of customer complaints every day.In the face of customer complaints,the main pressure comes from several aspects: the improvement of customer expectations,complaints caused by service negligence,the pressure of overload handling problems,various unreasonable demands of customers,inadequate service skills and skills,and changes in customer service needs.Customers get more and more,but customer satisfaction has not improved,or even declined.Some employees in enterprises are under long-term and excessive work pressure,which can lead to negative emotions such as anxiety,depression,interpersonal tension,reduced attendance rate,and even turnover.Managers are facing various pressures for a long time.If they can not improve it well,it will not only have a negative impact on the physical and mental health of employees,but also can not provide high-quality services to satisfy consumers,thus affecting the competitive advantage of services.Therefore,this paper takes the grass-roots managers of F business center as the research object,hoping to implement the stress management of employees through the intervention of group social work,improve work initiative,and then improve work efficiency.Under the guidance of social support theory and group dynamics theory,this study investigates the grass-roots managers of F business center through interviews and questionnaires.This paper analyses the basic state of pressure and the causes of pressure of grass-roots managers in F Business Center.Through five group activities,it achieves the good effect of "improving grassroots managers' cognitive level of pressure,obtaining peer support,learning the skills of dealing with customer complaints,and improving the ability of coping with pressure",and helps group members to deal with pressure correctly,and in this group.Get support and help to solve related problems.In Chapter 6,the research of this paper is summarized.