It is better to let the first hand in charge of customer service
The customer service is doing well, and 99% of the public opinion crisis can be eliminated in the bud. It is a pity that most of the top leaders do not count this account.
Recently, Zhao, a 20-year-old girl from Yueqing, Wenzhou, Zhejiang, died on the road. According to Zhao’s family and friends, after the incident, he contacted Drip for more information on the driver and waited until 4 hours before getting the final feedback. It is understood that the driver had complained to the drip platform one day before the incident, but it was not handled in time. For a time, criticism of Didi Customer Service and Didi has come.
Another disappearance of life, finally in exchange for the further treatment of the drop. In the progress of self-examination of the Yueqing Shunfeng incident announced yesterday, I finally saw the text of the customer service: I was relieved of the service of the customer service vice president of Golden Red, continued to rectify and upgrade the customer service system, and increased the human resources and resources of the customer service team. Investing, accelerating the mechanism of optimizing the classification of complaints and the circulation of work orders.
However, it all came too late!
When something goes wrong, the importance of customer service is felt, and the customer service is always placed in the least important sequence.
In reality, customer service calls are always the best before the sale, the most difficult to play after the sale. Hotline calls, the first long voice, is often the company's product introduction. Turning the manual phone to the last one is always the same. It is easy to hear what the number of the manual phone button is. The most common thing to press is: "Now the seat is busy, please wait." Almost no customer service phone puts the emergency call or customer complaint button in the front or the most convenient location.
Even so, the importance of customer service is far from being underestimated. The loss of customer service is far less than the investment in it. Because the person who calls the customer service must be someone who is looking for business trouble or asking for help from the company. When they call customer service, they seek to solve the problem within the system. If the call cannot be resolved, they can only seek out-of-system solutions or get out of control like this one. A bad phone call will bring down the entire “winding” business that has served billions of people. How much customer service can be hired and how many customer service calls can be added?
More importantly, sometimes, a phone call is a life, and life is priceless! With three times of compensation, can you get a life?
The customer service is doing well, and 99% of the public opinion crisis can be eliminated in the bud. If the customer service can't solve the problem, it is not a problem with the system, or the product has a problem. Otherwise, it is bad luck, bad luck is the so-called "just in case." If the customer service can block the 99.99% public opinion crisis, and the probability of one in ten thousand, the public relations department and the senior management will have more time and energy to handle it.
It is a pity that most of the top leaders do not count this account. The department directly in charge of the first-hand department often has the finance department, the personnel department, the supervision department, and the largest business department. It is rare to see the head of the department directly in charge of customer service. Interestingly, the biggest probability of public opinion accidents is the customer service department. As everyone knows, customer service is the company's largest brand management department, the anti-epidemic department of the public opinion virus, and the last fuse of the company's public opinion disaster.
Those who are the first to say that the customer is the first, but only in charge of the business department, regardless of the customer service department, is most likely to profit from the customer first, rather than the first worry for the customer.
As far as the company is concerned, the company's internal customer service business is directly responsible for the gold red that was removed from the job. According to 36kr, the well-known technology website The Information report, the leader of the customer service business is the CTO Zhang Bo, CEO Cheng Wei, president Liu Qing are not responsible for such business.
Let the company's top management in charge of customer service, not only can urge enterprises to pay attention to customer service, effectively serve the public, but also create a image of the people. This can really be.