Chapter 50 The two of them

Chapter 50:

Yao Jia heard Lu Jingyi say that Mr. Li bought a fake refrigerator. She was stunned. She had just encountered a refurbished machine incident before. The incident has not yet been received. Then another fake refrigerator came.

She felt inexplicably worried that something had not finished.

Yao Jia suddenly understood why her old father was busy with all kinds of things.

She is just a small grassroots customer service, and she has to go through so many situations; as the helmsman of this company, Yao Bingkun has to look at all aspects of the company, production, operation, R&D, marketing, management... all kinds of things, and every link is always unexpected obstacles.

She suddenly felt that from a work perspective, she could forgive her a little - forgive her from childhood to adulthood, Yao Bingkun did not spend more time with her than other parents.

But from the perspective of her daughter, of course she will still be uneasy.

Customer Mr. Li was still asking Lu Jingyi on the other side of the phone, what should I do now?

He was shocked by the fact that he actually bought a fake refrigerator in a specialty store in a shopping mall. He felt a little confused during his conversation.

Yao Jia suggested that he call the police first.

Lu Jingyi said: "When I just arrived at this gentleman's house and found out that the refrigerator was fake, Mr. Li had called the police.

We also called the specialty store, but the number has become an empty number.

We called the mall again. The mall property said that the lease term of the specialty store expired at the end of last month. The goods were dumped for one month before the expiration, and the goods were closed and left after they were dumped at the end of the month.

According to the mall property, this store has always had a good reputation. There have been no complaints about selling fake goods earlier. I have only recently received a few complaints, saying that I bought fake appliances from their house. But the store has moved away, so it was all gone in the end."

Yao Jia became more and more surprised the more she heard it.

So this "specialty store" should have sold genuine Kunyu's products earlier, but it did not have the authorization of Kunyu's dealer. It has been illegally operating infringing distribution. Before the mall lease expired, it left the road and began to mix real and fake goods with big sales. After making a big profit, it patted its butt and left with money.

And how innocent are the fooled people?

How could Kunyu Electric Appliances take the blame for being labeled?

The fooled Mr. Li was depressed and shocked for a long time, and finally recovered.

He discussed the solution with Yao Jia over the phone: "To be honest, I bought this refrigerator just because of your Kunyu brand. You really can't ignore me! I know that if I ask you to refund the money for this refrigerator, you will definitely be in a dilemma, because after all, it was not produced by you, and you have no reason to buy this order.

But can you? I bought a fake refrigerator because I was aiming for your brand. You see, if I didn’t buy a refrigerator from Xinjiang Electric Appliances instead, I wouldn’t be able to get this one and lose money when I bought a fake one. So, can you help me with a free repair?

Including replacements…”

Yao Jia feels that compared to those customers who made various unreasonable demands in the past, Mr. Li has a very good attitude.

She had begun to lean towards his proposals psychologically and emotionally.

But rationally, she knew that she could not agree hastily. This matter involved the fraud of Kunyu's refrigerator, and she had to report to Lin Qian first before she could make further decisions.

She comforted Mr. Li and asked him to wait, indicating that she would report this matter to her superiors and would reply to him later.

After hanging up the phone, Yao Jia called Lin Qian.

Lin Qian received a call from Yao Jia and immediately came over and asked if there was anything wrong.

It's just afternoon break.

Tian Huasheng jumped over from the other side of the aisle, wanting to ask Yao Jia and Meng Xingzhe to go to the tea room to have fun.

After he jumped over and saw Lin Qian there, he stood beside him and waited obediently.

Yao Jia repeated the story to Lin Qian, and then summarized: "Anyway, someone is using our Kunyu Electrical Appliance brand to sell fake refrigerators for profit!"

After hearing this, Lin Qian frowned slightly and looked solemn.

That looked exactly the same as when she heard about the renovation machine incident before.

Yao Jia thought it was definitely not a trivial matter that Kunyu refrigerator was faked by deck this time.

Sure enough, Lin Qian said: "I need to talk to Manager Li about this."

Yao Jia just thought of the renovation machine, so she asked Lin Qian: "Squad leader, how did our Kunyu investigate about the renovation machine before? Is there any information?"

Lin Qian told her: "For our customer service specialist, it is our job responsibility and obligation to report special problems in a timely manner.

As for how to solve special problems and how to solve them, the counterpart will follow up. This is not something we should worry about and control within our work scope.”

After a pause, she added, "Because we are just grassroots customer service, it is beyond our ability.

When the matter is completely resolved, the head of the relevant department will give us a result.”

After hearing this, Yao Jia reacted and understood that Lin Qian was actually saying that the renovation machine incident had not been followed yet, and they didn't need to rush to inquire about anything, because their position was too small, and it was good to complete the trivial matters within their duties. It was not their turn to worry about other high-level jobs.

Yao Jia sighed in her heart.

She really wanted to suggest that her father strengthen his attention to the customer service department. It should not be at the bottom of the contempt chain of each position, nor should it be the robber of each department. For customers, no matter what aspects of production, operation, logistics, or technology are all blamed on the customer service in the end.

Customers won’t argue with technicians, they will only vent their bad emotions against the customer service: Look at what broken things you have developed, so it’s so uncontrollable, please pay me quickly.

Customers will not argue with warehousing and logistics personnel, they will only express dissatisfaction with the customer service: Why are your shipping speed so slow?

What efficiency do you do?

I want to complain to you!

In addition to being opposed to the customer, customers target all their dissatisfactions. For other departments of internal companies, the customer service department is also very annoying. Not only is the threshold low, but everyone can enter, but they often write complaints to people in other departments in the name of "meeting customer requirements". It is really a group of people who are not very educated and very annoying.

The customer service department is always angry.

However, this department directly deals with the most negative emotions of customers every day, receiving and processing the most direct customer opinions and a large amount of information. After sorting out this information, it also needs to feed it back to the product department and R&D department to help them improve and upgrade their products.

For a company, isn’t the most fundamental and important thing to produce good products that are popular with customers?

The customer service department plays such an important role in product updates and upgrades, and the customer service specialists endure humiliation like this.

So why can’t the customer service department get more respect and attention?

Yao Jia tried hard to suppress her tumultuous thoughts, and she had to help Mr. Li solve the current urgent problem first.

She conveyed Mr. Li's request to get free after-sales repair service to Lin Qian, and also expressed her own opinion: "Squad leader, I think what this customer said is actually right. He really bought a fake refrigerator for Kunyu's brand. So out of humanitarian concern, I think the request he made for free after-sales repair is not too much."

Lin Qian had not expressed her opinion yet, and Meng Xingzhe turned around.

He answered uninvitedly: "This requirement is simply inexplicable. If you are an employee of the company, you should first think about the problem from the perspective of the company."

There was something funny in his tone that seemed to hear something absurd.

Yao Jia's attention was successfully transferred away by him: "Why is it inexplicable?"

She felt that his tone was very unhappy, as if he was a business leader above others.

Meng Xingzhe raised his eyebrows and said, "This buyer, he did not check whether the store was an authorized dealer and product anti-counterfeiting information, so he bought the goods rashly, so he bought fakes.

The result was caused by his own negligence. Why should the company pay for his personal mistakes?

Free maintenance, to put it simply, if you really need to repair this and that accessories, who will cost you?

It's counted on the enterprise."

Yao Jia feels that it seems that this is not the first time they debated about these issues: "No matter how you calculate it, companies are more capable of bearing financial risks than individuals! The cost of repairs may not even be seen when they are spread to the company's account, but if you spread it to individuals, it may become the last straw that overwhelms the psychological endurance of customers. After all, he has already spent money to buy genuine refrigerators but bought a fake product!"

Meng Xingzhe clenched his hand in an empty fist and buckled it on the table, as if he was giving a warning when the company held a meeting for employees: "Do you think companies are not short of money compared to individuals, do you?

You can say such words because you have never been a boss! Do you know what the boss of a business will see every morning when he has one eye on him?

It is the company's cost, huge costs in all aspects.

And what is he going to consider next?

How to improve the efficiency of a company.

Only by effectively covering costs can he revitalize the company and support employees who are hungry like you.

So do you understand? The fundamental purpose of an entrepreneur in running his business is to make it profitable. A good boss must first consider how to try to reduce company costs!”

After hearing what Meng Xingzhe said, Yao Jia almost choked.

She admitted that in theory, Meng Xingzhe was right.

But when did people live in this world rely entirely on theory?

Emotion always occupies the other side's balance evenly.

"Okay, even if the fundamental purpose of entrepreneurs in running a business is to make profits, in addition to profits, entrepreneurs should always have some feelings, right?

You can't just look at money, right?

Isn’t that just profit-oriented?”

Meng Xingzhe curled his lips and smiled sarcastically: "Come on, tell me, what did the company rankings in the home appliance industry last year depend on?

Is it because of the company's profit or the boss's sentiment?"

Yao Jia was choked again.

She thought about it and said, "But the ranking of a company is not only about profit, but also about reputation! Which big company is not thinking about doing charity and giving back to society?

Just knowing how to make money, so what if the company benefits well?

This is very numb!”

Meng Xingzhe smiled again and said to the table: "What are you doing charity and what are you giving back to society? Tell me, which company that can do these things is not because it is first to make a profit and profit?"
To be continued...