Shenhao started as a military training anchor

After the reorganization of Thai Airways, Rainbow Capital became a member of the board of directors. Holly is a director of Thai Airways International. Although he only enjoys dividends and does not participate in the direct operation of the company, his power as a director is higher than that of major overseas offices.

As long as Holly wants to take charge, he has the power to make decisions about the company's daily affairs and exercise his authority on behalf of the company externally.

This public opinion incident is already brewing. The Thai Airways office in China has not taken any effective measures to prevent the public opinion from fermenting, and has not even issued an external statement.

Is it an internal management problem after the reorganization, or is it the general manager of the China office, Meng Shipeng, who doesn't take the Greater China market seriously?

This attitude towards handling things is inconsistent with Thai Airways' status as a "Star Alliance".

Hawley is very dissatisfied with the Thai Airways office in China.

A call came from Rainbow Capital to its office in Beijing.

After answering the phone, the general manager of the office, Meng Shipeng, felt something was wrong.

Holly directly informed him to come to Jiangcheng for a meeting instead of online video conferencing or phone calls. He began to feel the oppression of the newly appointed director.

Not daring to slack off, he set off overnight and booked an early morning ticket to fly to Jiangcheng.

Early the next morning, Thai Airways employees were waiting in the conference room of the Jiangcheng office.

Holly arrived at the Aviation Industrial Park and walked into the Thai Airways office building.

Both domestic and foreign employees were a little nervous when they saw Holly today.

It is said that there are three fires for a new official to take office, and the first fire will be started today at the Jiangcheng office.

"Mr. Huo!"

"Mr. Huo, good morning."

"Mr. Huo, Mr. Meng is in the conference room."

"..."

The employees said respectfully.

Holly walked directly to the conference room, and the executive walked to the door and leaned aside.

Holly walked into the conference room.

The middle and senior management said in unison, "Mr. Huo."

Holly nodded and looked at Meng Shipeng, who was presiding over today's meeting.

Meng Shipeng is Thai, but he has served as the general manager of an office in China for many years and speaks Mandarin fluently.

He quickly came up to him, smiled and extended his hand, "Mr. Huo, welcome to guide the work."

Holly shook hands with him, walked to the front seat, and said directly, "Tell me about the solution to the Mengyun incident."

Meng Yun is the travel blogger who posted a video online complaining about Thai Airways. He has 1018 million followers. The exposure of this video is gradually increasing.

It is very detrimental to the reputation of Thai Airways.

It must be dealt with as soon as possible.

Meng Shipeng opened the PPT he brought, "Mr. Huo, this is the plan our team made overnight.

First, we will communicate with the blogger Meng Yun and ask her to delete the video to prevent public opinion from spreading further.

A personnel investigation will then be conducted on the flight she took, and if the circumstances she described do not occur, we will reserve the right to prosecute.

......"

There are more than a dozen PPTs, all talking about how to deal with public relations issues, and they are completely unaware of the changes in the subject of public opinion in the Internet celebrity era.

This way of handling crisis public relations will only further expand public opinion and further deteriorate the relationship between the company and its customers.

Maybe it will also cause major public opinion to "boycott Thai Airways".

Holly looked sad after hearing this.

This look immediately made all the middle and senior managers in the conference room nervous.

Meng Shipeng couldn't help but trembled his arms. His plan was basically rejected by the new director.

"Mr. Huo, do you have any good suggestions?" Meng Shipeng asked quickly in a asking tone. Holly stood up and said: "First of all, I must severely criticize your office in China for failing to monitor public opinion and make the most direct and effective response in the shortest time, which resulted in a lot of unfounded speculation and remarks, which further damaged the company. reputation.”

Meng Shipeng had a correct attitude and nodded in response, "It was my fault and I am willing to accept the company's punishment."

Holly tilted her head and looked at him, "The board of directors will decide how to handle it.

The most important thing right now is to handle this public opinion incident.

What are the sources of public opinion?
It's a service issue.

This is not the only incident where Thai Airways complained about the decline in service levels online, and the China office did not pay attention to it.

The purpose of company reorganization is for the better development of the company, not for your failure.

The root causes of the problem must be solved, and the assessment of service standards must be strengthened. "

Meng Shipeng nodded repeatedly.

Holly continued: "The second thing is to prevent public opinion from continuing to ferment.

I just sat and listened to your solution, and I still have a sense of public relations in the era of Weibo and WeChat.

Requesting deletion, preventing the spread of videos, and retaining the right to sue... These methods are weakly convincing in today's era of internet celebrity traffic.

You should also learn how to be an internet celebrity and use an internet celebrity’s thinking to solve problems.

If Thai Airways is regarded as an internet celebrity airline, then what is the best persona that Thai Airways has left in the minds of customers?
High-level service, Star Alliance member, the most profitable airline... How to use such an identity to establish communication with customers is the key to handling public opinion?

What happened to Ideal Mega is enough to show that conventional public relations methods are no longer effective in the Internet celebrity economy era.

We need to lower our profile, create a down-to-earth persona, get close to our customers, understand their feedback, take the initiative to communicate and discuss with customers, thank customers for their supervision of us, and show the responsibility and attitude that an international airline should have.

If this matter is not resolved within two working days, the China office will undergo major personnel changes. "

The last sentence shocked everyone's hearts.

I understand the meaning, it’s time to downgrade, it’s time to leave.

As general manager, Meng Shipeng assured Holly that the matter would be dealt with as soon as possible.

Holly finished the meeting and left the office.

As a director of an internationally renowned aviation company, at critical times, you must use thunderous means to solve problems.

When returning to the manor for lunch, Holly saw the statement issued by the Thai Airways office in China.

While expressing its apology, it also thanked customers and netizens for their supervision, and also sent invitations to Internet celebrity bloggers such as "Meng Yun" to come to the company to communicate about Thai Airways' existing service problems.

The statement barely met Hawley's standards.

Holly also saw that Mengyun immediately sent a video in response.

"I have flown many Thai Airways flights. Before the masks, Thai Airways has always been my favorite airline. As far as the service level of the airlines I have flown has been, it is comfortable and worthy of its Star Alliance status.

However, after wearing masks, the service level has declined. Not only can I feel this, but many of my friends who have traveled to Thailand have this feeling.

The most disappointing thing is that Thai Airways has just completed its restructuring. Its service level has plummeted. How can it still be at the level of Star Alliance? It's almost like a low-cost airline.

Because yesterday's video had a great impact, Thai Airways also responded. I accept this response and can feel that Thai Airways respects our customers.

Therefore, I will also go to the Thai Airways office to communicate with relevant leaders. At that time, I will use a video to record the entire communication process and post it online for discussion with everyone. "

The direction of the comments under Mengyun’s video has also changed.

The comments section of yesterday's video was full of complaints.

There were a lot of rational discussions today.

"This is the attitude an international airline should have."

"It can be felt that Thai Airways is trying its best to restore its reputation."

"Family, I am traveling to Thailand soon. Can I still fly on Thai Airways?"

"Don't worry, it's better than many airlines." (End of Chapter)