Chapter 64 3. The customer service maze

He spent a high price overnight to buy the footwashing house in Lichunyuan, and made his mother Wei Chunfang the chairman. Wei Xiaobao finally fulfilled his filial piety.Leaving Shuang'er in charge of the foot-washing room, he hurried back to the hotel and took a rest. At dawn, Wu Zhirong had personally come to pick him up and report to the company. After arriving at the subsidiary company, Wei Xiaobao was invited to sit down in a comfortable conference room, listening to Wu Zhirong's report sound like a monk chanting scriptures, in a daze, Wei Xiaobao took a nap, woke up suddenly, and heard Wu Zhirong The voice is still rambling, Wei Xiaobao is not happy: "Okay, okay, let's talk about the key points, time is precious, so don't talk about those irrelevant side issues."

"Yes, yes, yes," Wu Zhirong trembled, "It will be over soon, and I will finish it in a few more sentences." Then he hurriedly finished reading the manuscript, and clapped his palms twice, "Now, please Mr. Wei to make a decision for us." instruct." "I don't have any instructions, so let's talk about your company's current problems." Since Wei Xiaobao has made up his mind not to make Wu Zhirong feel better, of course he will try his best to find trouble: "I remember that President Wu reported to me alone yesterday. At that time, I once mentioned that a tabloid reporter troubled our company, you all talk about it, talk about it, how to deal with this matter?"

"This..." Wu Zhirong muttered, "Yesterday I already reported to Mr. Wei, and I still need to ask the headquarters for assistance." Wei Xiaobao was furious: "You also ask the headquarters for help, and then you also ask the headquarters for help, even if it is a small matter, you have to ask the headquarters for help. Is the headquarters a fire brigade? Every day you are only busy with your Yangzhou subsidiary?" Mr. Wei lost his temper suddenly, and everyone present was too frightened to say a word.At this moment, someone suddenly cleared his throat. Everyone saw that it was Mu Tianyan, the account director. Seeing him, Wei Xiaobao's mood improved a little: "Mr. Mu, do you have something to say?"

"Yes, Mr. Wei." Mu Tianyan bowed. "Well then, go ahead and try to be as simple as possible." Wei Xiaobao said. "Okay, there is only one thing I want to say," Mu Tianyan said in a deep voice, "The matter of the troublesome tabloid reporter that Mr. Wei mentioned just now has been resolved." "What?" Before Wei Xiaobao could speak, Wu Zhirong yelled loudly, "Old Mu, how did you solve it? Huh? Why didn't you tell me?" "Shut up!" Wei Xiaobao gave Wu Zhirong a disgusted look, and then said to Mu Tianyan kindly, "How is it? I said yesterday that the headquarters of your President Mu's ability to work is very clear. Say Let’s talk about how you resolved such a serious crisis, let everyone learn from it.”

Mu Tianyan is really a master of flattery, he only heard him laughing: "Mr. Wei, if it is true that this crisis was resolved, you were the one who solved it, and we just took your ride. It's just cheap." Hearing that this guy took all the credit for himself, Wei Xiaobao was so happy that his nose was bubbling: "Mr. Mu, you are too polite, the specific work is still done by you, so let's not talk about it. Work is like this, there must be a team Spirituality, we must unite as one, as an old saying goes? When people are united, Mount Tai will move, hahaha.” "That's right, that's it," Mu Tianyan nodded and said, "To be honest, before Mr. Wei came, our hearts were in turmoil. We always felt that such a big matter was really difficult to handle. What do you think? Ah, once the reporter exposes the negative situation of our company in the newspaper, it will cause irreparable damage to our company's image. No matter what kind of words are used to describe the harmfulness of this incident, it is not too much. Originally, I have already I'm desperate, I don't believe in my ability anymore, but after listening to Mr. Wei's instructions yesterday, I thought about it carefully, isn't this an easy thing?"

Wu Zhirong was furious: "President Wei didn't give any instructions at all yesterday." "Why not? Didn't President Wei instruct us to do it yesterday?" Mu Tianyan contradicted with a louder voice, "I've heard what President Wei said. Think carefully about it. Don't say it. In this matter we encountered, we really had to rely on hard work, and we couldn’t get through with lip service. So I arranged the work overnight, and I bought all the newspapers before they left the printing factory this morning, so that the crisis could be quickly resolved Nied in the bud."

"You buy the newspaper today, and he can publish it again tomorrow," Wu Zhirong said angrily, "What's the use of that?" Mu Tianyan had already set her sights on the position of the boss of this subsidiary company, it was rare to encounter such an opportunity today, of course she would eat Wu Zhirong to death, so that he would never be able to turn himself around again.Immediately sneered and said: "Boss Wu, what you said is ignorant." "Why don't you know it?" Wu Zhirong asked, poking his neck. Mu Tianyan sneered and said, "A newspaper office is an economic entity with particularly complicated relationships. It reflects the will of a group, not the voices of one or two people. The report about our company written by that reporter is published once or twice. Yes, if we publish more, we don't need to talk, and all kinds of complicated contradictions in the newspaper office will make him shut up. So this matter, at this point today, is basically resolved. He has to be busy intrigue with his colleagues, afraid that he won't be able to spare us to trouble us again."

"However, our company's returns are increasing rapidly, how do you solve this problem?" Wu Zhirong snorted. "As for returning the product, that's another question." Mu Tianyan laughed and stood up, "Mr. Wei, I designed a very practical customer service system, would you like to see it for yourself?" "I want it." Wei Xiaobao was tired of Wu Zhirong, and took the opportunity to stand up, "What does your customer service system look like? Let me see, if it works, it will be promoted in the whole group company." "President Wei, please." Mu Tianyan took Wei Xiaobao to an office facing the street. "This is the customer service department. There are two customer service personnel. If there are any complaints from customers, they will take care of them first."

"Receiving customers is a very grievous job," Wei Xiaobao nodded and said, "Customer service personnel need training before they can take up the job. You should pay attention to this, Mr. Mu." "That's right," Mu Tianyan said, "Our two customer service personnel have undergone systematic training. When customers come here, they must first classify customer complaints. Quality problems are transferred to the first department for resolution, and packaging problems are transferred to the second department for resolution. Technical problems are transferred to three departments, service quality problems are transferred to four departments, and other problems are transferred to five departments.”

"So many departments? How many customer service personnel are needed?" Wei Xiaobao asked in surprise. "Actually, Department 1, Department 2, Department 3, Department 4, and Department 5 are all one department," Mu Tianyan explained, "At this stage, customers still need to continue to classify. The first problem is transferred to Department A, and the second problem is transferred to Department B. , Question 3 is transferred to Department C, question 4 is transferred to Department D, question 5 is transferred to Department E, and so on.” "So," Wei Xiaobao pondered, "these departments are actually one, or the two customer service personnel just now, and customers are going back and forth between these two complainants, right?"

"That's right, that's right," Mu Tianyan nodded repeatedly, "That's it, every customer's complaint comes here, it has to go through 120 procedures, and finally comes to me, and I will personally receive it." "Then how do you deal with these clients?" Wei Xiaobao asked. "Me?" Mu Tianyan laughed, "I don't need to deal with these customers. If he can insist on completing the one hundred and twenty procedures, such a high cost of complaints will already make him bankrupt. Do you have the energy to play tricks on us again?"