相信每個曾在百貨公司裡服務的服務人員
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一定都有過定期的參與消防演習吧
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演習時所有人員會分成好幾個班:
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救火班、疏散班....
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疏散班在警鈴響時必須口吹哨子
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雙手揮舞指向一邊
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嘴裡念著:「請往這邊疏散,請往這邊疏散!」
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目的就是要將所有的客人疏散到安全的出口
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避免任何人受到傷害
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這些演習的任何內容
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說實在可能一輩子也用不上
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不過若不小心遇上了火災
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到底有誰會記得這些口訣:「請往這邊疏散!」
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去年,我們就遇上了一場火災
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從地下一樓超市炸爐引起的一個不大不小的火災
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火警警報笛一響,從十二樓、四樓、三樓二樓蜂擁下來的客人
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塞爆了整個電扶梯
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客人因為第一次遇到這種狀況
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於是後推前、前趕後的往一樓推擠
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有的人想要往外衝、有的人想要回停車場救車
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一些年紀較大的老先生、老太太根本禁不起這種緊張迅速的擁擠
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有些跌倒在電梯口哀號
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有些則是被濃煙嗆傷了
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眼看所有的銷售人員櫃位門一關就全部跑出室外
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只剩我們兩個同事在電梯口前扶起兩位跌倒的客人
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引導他們安全的往出口逃生
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等到所有的客人都到安全的地方後
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他們才開始往外跑
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而我們旁邊的安全出口已經被大型抽風機擋住
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這其實是非常危險的動作
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他們的堅持讓客人放心的逃離火場
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雖有些驚嚇
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卻成功的奪得顧客的信任
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後來每個來店上的客人都會提起這件事,
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謝謝他們犧牲小我的精神
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而那些跑得最快的人而成為笑柄
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雖然這些跌倒的人我們不認識
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我們讓用對家人的愛她們感動
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而這些感動
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通通回饋道我們的業績上
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把顧客當家人而不是有錢人
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有錢人在你需要的時候也許會幫你衝業績
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但家人是你需要的時候,他們自己會來幫妳把業績達到
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