051 Complaint

When Tao Jin's emergency call came, Qi Nian was climbing stairs up and down an old community.

"Brother A Nian, don't deliver the remaining express delivery, hurry up and go back to the outlet!"

"What's the matter? You said the point."

Qi Nian sometimes dislikes Tao Jin's way of speaking. A small thing is often turned into a big thing by him. When he encounters a big thing, he collapses in front of him and his face remains unchanged. When he understands how serious the matter is, he has to sigh to Tao Jin, "I'll go!"

Such frequent lifting of weights and lightness makes people always question Tao Jin's alarm.

Tao Jin shouted: "We have been complained!"

Tell me, are you complained? Since we started this yellow croaker outlet, what day has we not been complained about?

At first, Qi Nian met a customer complaint and was nervous. Now my brother is much more stable than before, and his skin is much thicker than before. What is this called? There are too many lice and no itch, and no pain in the injury.

"There are only seven or eight left. I'll finish the express delivery in the next community first. The complaints are not so urgent, right?"

"Urgent! Hundreds of thousands of people are urgent! Hundreds of millions of people are urgent! Hungry and throw back the express delivery in your hand."

"Look at what you said? Or is it my outlet's outstanding courier of the year?"

"Brother A Nian, I really won't joke with you." Tao Jin's tone on the phone really sounded different from usual.

What complaints are so powerful? Qi Nian rides an assisted train back to the outlet while thinking.

Qi Nian was about to ride to the outlet and saw Tao Jin standing by the road and looking in the direction he came: "What kind of complaint is it? Is it that scary?"

"Come in quickly." Tao Jin pulled Qi Nian into the office of the outlet, pointed to the computer and said, "Here, look."

Qi Nian was shocked when he saw the screen: Why are there so many complaints? A full screen!

He took Tao Jin's mouse and scrolled down a few times. The screens were full!

All are complaints, and all are complaints from Cundao.

What is this situation? It's unusual.

Even if it is a complaint, it is a complaint from the Yellow Fish Mouth, who has high service quality requirements. How could Cundao have any complaints? And there are so many. Is this our base area? Could it be that the fans of the base area have turned against each other?

Cundao’s complaints are only a handful. Even if there are complaints, they can basically be resolved on the spot, and will not be appealed to the municipal company or even the head office.

Nowadays, hundreds of complaints are not only the highest-level complaints appealed to the headquarters level, but also appear in concentrated areas in recent days.

"Have these complaints been handled before?" Qi Nian asked Tao Jin.

Tao Jin shook his head.

"Have you confirmed it with Shuangshuang?"

Tao Jin nodded.

Tian Shuangshuang specially recruited a little girl on Cun Island to manage the affairs of the island collection site, and also served as customer service for Huangyuzui and Cun Island. The customer service service of the outlets was managed by Tian Shuangshuang.

Qi Nian called Tian Shuangshuang and asked: "Have you not dealt with any of these escalating complaints these days? What's going on?"

Tian Shuangshuang said: "I have checked all the complaints. These complaints are appealed directly to the headquarters and have not passed through our outlets at all."

This means that all these complaints were skipped and directly exposed to the headquarters.

This is actually very unusual. The problems encountered by courier customers are generally not serious. They are all untimely arrivals, damaged packaging, and bad attitude of couriers. They usually directly call the outlets for complaints.

Of course, some customers do not know the phone number of the outlet, and will find the complaint phone number of the headquarters from the official website and call directly. At this time, the headquarters generally will not handle it, but will issue the complaints to each outlet, and each outlet will handle it themselves. Complaints issued by the headquarters are generally classified as ordinary complaints of the outlets, and the headquarters will not be included in the escalation complaints.

However, if the complaint is confirmed to be an escalating complaint, the headquarters will file an internal case and impose a penalty according to regulations. At this time, the headquarters will still sync the complaints to the outlets. On the one hand, let the outlets know, and on the other hand, it also urges the outlets to resolve customer complaints as soon as possible.

The current situation is strange, and the complaint has been formed, but the details of the complaint have not been issued to the outlets.

Under what circumstances will this bypass the outlet? Qi Nian encountered such a situation for the first time and had no experience, so he called Boss Sun. Boss Sun said that he had not encountered such situation nor experience. Qi Nian had to call Boss Zhao of the county company again.

Unexpectedly, Boss Zhao received a call from Qi Nian and said to himself: "Qi Nian, I'm going to call you, but you called back. You have been complained, but you don't know why? I tell you, it's useless to know. Wait for punishment. I'm on the way back to the company now. I heard that the handling result of the headquarters has come out. Not only you, but I'm probably also implicated."

Boss Zhao was in a bad mood. It was useless to say anything else. Qi Nian hung up the phone and felt lost.

Even if I get things wrong, at least I have to let me know what was wrong.

Qi Nian asked Tao Jin and Tian Shuangshuang to continue to understand the situation and stood behind Tao Jin's chair to think about it.

Half an hour passed, but the situation was still not clear. Qi Nian felt that staying in the outlet was not a solution, so he drove to the county company in a van.

He was parked at the county company, and Boss Zhao called him.

Qi Nian immediately answered, "Mr. Zhao, I'm at the company. Come to your office right away."

As soon as Qi Nian entered Boss Zhao's office, he saw a room where Boss Zhao was sitting. Boss Zhao was slapping the table on the desk.

When Boss Zhao saw Qi Nian coming in, he shouted: "Qi Nian, Qi Nian, you have caused me a lot of trouble. The headquarters' punishment opinion came out and the county company was fined 200,000 yuan."

"So much?" Qi Nian was shocked.

Every upgrade complaint will face a fine from the headquarters, which is a routine in the industry. Qi Nian has never encountered an upgrade complaint and has never been punished. In his opinion, a courier with an 8 yuan fee may be fined only 100 yuan for complaints. A fine of about 100 complaints is more than 100 yuan.

But he never expected that he would fine 200,000 yuan at all.

"So many? Of course there are many!" Boss Zhao stretched out his index finger to Qi Nian and said, "More than 100 upgrade complaints, Qi Nian. I really admire you. The 2 or 3 upgrade complaints in ordinary outlets are already very good. There are 7 or 8 complaint outlets that are already amazing. You are so good, and you have only opened more than 100 upgrade complaints in more than a month. Qi Nian, can you teach me how you did this old man? Why are you so capable?"

Qi Nian said nothing.

The group of people sitting in the office all lowered their heads and pretended to look at their phones and information.

After a long time, Qi Nian said, "I'm sorry, Mr. Zhao. I'm really sorry! It was me who dragged you down. However, I really don't know where these complaints came from?"

"Don't you know who knows? I asked someone to check it out. All the complaints were couriers from Cundao. There was no yellow croaker's mouth. Think about it carefully, what exactly happened to Cundao?"

I originally went to the county company with the attitude of understanding and solving the problem, but the county company boss criticized it in public. Qi Nian was in a very bad mood.
Chapter completed!