Completed Salted Fish's Self-help Strategy

When Du CI arrived, he found that Chu Yuanxi had been waiting for him at the door, leaning against the door, holding a lunch box in his hand.

"Today you are the protagonist Lao Du, please spray hard, don't save face for yourself." Chuyuanxi motioned that he would not say more, then made a "please" gesture and threw the lunch box away. Who does Du Jixin believe? Today we are here to spray. The problem is that I don't know how to spray people and curse people. Do you think I'm not happy to spray? Will you not fight by yourself?

But he didn't know how good he was in his original world.

It takes time for people to evolve. In the original world, the T-shirt was first reorganized and then took over the promotion team. It took four months to reorganize the stores and about half a year to promote it to the vice president of real power, who was responsible for nearly one sixth of the well-off business.

He is different from the young people now. The most common way for young people is to spit out the bad stuff, while Du T-shirt is to spray directly without spitting out the bad stuff. It is full of the sharp and straightforward style of the Post-70s, which requires sharp vision and can find deep-seated problems.

Even Chu Yuanxi thinks that Du T-shirt may still have talent in marketing, because the highest skill in marketing is to spray people. Ordinary marketing number, marketing is marketing, after sales pull down, and senior marketers can spray people to suck powder, after the end of marketing found hundreds of thousands of micro blog fans.

But now, because of a serious illness, Du's position in the well-off society is also very awkward. He can't go to the front line directly, and he can't stay idle. So Chu Yuanxi directly gives him the title of vice president, and the specific business is almost done. Just focus on customer service.

This arrangement is also nominally smooth. A customer service department is also the deputy general manager. Yuan Mu is also the deputy general manager of a financial department. It's not surprising that he introduced Yang Cheng, who is in charge of the rectification of the store.

However, his promotion experience is quite poor, and the time is short, so that the skill points in the original world have not yet been changed.

This office space is rented as a whole. The apartment type is similar to a large bay, but the area is large, and it is not old, but it has not been well-off decoration, so it seems more or less simple. But I put a circle of green plants close to the wall. I think it's OK.

Du Ji often comes here, and he can almost name all the people here, but this is only the second time Chu Yuanxi comes here. He finds that there are many more people than last time, and there are more than 20 management and staff. This space can accommodate at least 150 people, and a large number of work stations are still empty. Because there are few well-off stores now, more than ten customer service are absolutely enough. They are completely overloaded. According to the normal workload, in fact, one customer service is enough.

This is preparation for large-scale expansion after milestone 4.

Milestone 4 must be cautious. The original schedule is August, but the situation has changed a little. The main reason is that robots are introduced. This variable is not available in the original world, and the propaganda mouth of Ba people is also lacking in the original world. Now they all have it. After the combination, chemical reaction occurs.

In particular, because Xiaokang has developed it functions in advance, Zhou Mingjun's voice AI and visual recognition AI has done a good job. Combined with the robot provided by Qifu technology, Zhou Mingjun has formed a small AI closed loop, and the user experience is generally good.

As soon as we media's propaganda machine opened, Chu Yuanxi didn't expect that Xiaokang stores would develop into online stores. In recent days, some people have come to punch in, take photos with robots, order fancy meals, and test the intelligence of robots. What's more, after ordering is cancelled, the robots will cook Guandong back, which is a good test The work effect of the staff.

Lu Yu's plan to be a gourmet shop number is to make fun of Xiaokang first. It's a bit of a joke.

Therefore, whether or not to speed up the pace of opening stores to cater to this trend is still under discussion within the well-off society, and chuyuanxi has not made a decision.

Online red shop has the advantages of online red shop, but it also has disadvantages.

Xiaokang is not particularly suitable to become an online red shop, because the biggest feature of online red shop is its high price. Xiaokang can't enjoy the biggest dividend and can't adjust the price at will, but the disadvantages are fatal, which will reduce the experience of ordinary users. So the advantage is just a little bit of traffic and user surge in front of us, and it's useless to have a higher degree of diffusion, because no matter how fast the store is opened, it can't go any faster, but the disadvantages are full.

However, even so, land acquisition in other areas of the imperial capital has been going on for some time. Some stores have entered the decoration, while others have finished the decoration and are airing their houses.

It's a huge expenditure. Fortunately, there are several. It's still within the scope of the initial 100 million capital response, so we don't need to use pre_ Round a money.

In contrast, the cost of recruiting enough customer service at one go is very low. It should be practical training in advance, and the business must be familiar with it, because there is also the problem of cooperation with AI customer service.

The use of AI customer service is a kind of killing to the user experience, so the smooth way must be to first AI, AI can't solve the problem of manual, which reduces the workload of manual customer service, but the quality of work is higher, and also requires more experience.

Therefore, the first stage of well-off is that manpower is greater than AI, and then with the increase of stores, customer service will open branches manually, and each branch will increase the workload of AI until the balance is reached.So the size of these 20 or so people will last for a long time. At present, they are divided into three groups with one manager in each group, directly led by Tian Baorui, director of customer service department.

Because of the notice in advance, Du Ji quickly called people together and pulled them to the gym to stand for a full meeting.

The supporting facilities of the customer service department only have a small gym, and there are not many equipment, so the function of fitness is not obvious, and it is true that it is often used for meetings. After entering, Chu Yuanxi stood quietly behind Du Ji and saw a picture of chicken soup hanging on the wall on the other side of the gym:

Zhuge Liang never asked Liu Bei why our site was so small.

Guan Yu never asked Liu Bei why we had so few soldiers.

Zhang Fei never asked Liu Bei what we should do when he was in the city.

Zhao Yun never asked Liu Bei whether he needed to rush into the enemy line to save people.

If everything is ready, what will Dongfeng do? What's your value!

Last time I came, Chu Yuanxi didn't see the chicken soup. He suddenly had 10000 bad things in his heart. He didn't know how to vomit!

Seeing that all the people were basically here, Du Shuang's mood, which had been brewing for a long time, began to spray: "everyone, I've been here less this week, and I didn't show up on Monday. Do you know what I've been doing?"

Looking down, Du T-shirt stressed: "I pretended to be a user to experience our customer service. About four or five of you have received my call. What do you mean? Do you understand? We don't have a 400 phone system, and AI can't solve it. We can connect online customer service for text communication. Only when the text communication of online customer service fails, can we have a phone option. To make a phone call, the user experience is very poor.

My user experience is particularly poor and I'm very angry. I really don't know what a repeater is if I don't experience it myself. I need to make it clear to you that why does the company need customer service? It is the need to provide services for customers, solve users' problems, and improve the user experience, rather than solving the problem of whether the customer service department itself exists or not. The company didn't set up this department to create jobs, understand? Do you understand? "

Because no one answered, T-shirt looked at Tian Baorui, which made the 40 year old uncle tremble and immediately pull about. Suddenly, the sparse "understand" jumped out, which made Du T-shirt more dissatisfied: "didn't you have lunch?"

"Understand --"

just at this time, a man rushed to the glass door of the gym, because he had short hair. After he pushed the door in, T-shirt realized that she was a woman, no more than 30 years old. When he came in, he shrunk his neck first, then looked up, and saw that the whole staff were very strict. The main speaker was someone he had never met, and he was looking at her.

"I'm sorry I'm not familiar and I'm late." Girls bow to everyone first, and then list.

Du T-shirt is not polite, directly ask Tian Baorui: "this is?"

"Ah, the new customer service manager, just started yesterday." Tian Baorui was sweating in his heart and glared at the girl. His heart said that this repeater is not special. Is it aimed at me? What's going on? Why even the president of the company is here? Even if it's me, just a word with a T-shirt? The only thing that needs the president to make a decision is the strategic layoff of the customer service department

As a result, when he takes his eyes back, he finds that chuyuanxi's eyes are a little strange looking at him. I don't know what he sees? Along with the extension of the eyes, seems to be the slogan on the wall?

He hastened to get his mind back, because the T-shirt was not finished yet. Other people can be distracted, he is almost to be called at any time, can not be distracted at this time. Let alone how bad the employment environment is this year. No matter how well-off he is, he is at the level of the business division as soon as he is employed. His salary and position are quite suitable. T-shirt is not a difficult person to deal with. It would be a great loss if he was opened.

Just listen to Du Ji say: "in fact, I also understand why you become repeaters, especially minister Tian. I also understand the habits and ideas you brought from big penguin. You can't make mistakes and won't be caught by users, which will bring more losses to the company. It can also be called defensive service. But you have the wrong frame! You should compare with the customer service of Xinyue members, which kind of service quality can improve the user experience, not to Forget it. No more examples.

Now the company doesn't need to defend users. It needs you to improve the user experience instead of keeping the existence of the customer service department. If it's all repeaters and the user experience is poor, then even if your work is blameless, your existence will be meaningless. If you don't want to make mistakes, customer service should be replaced by AI. There are many well-known enterprises in the market. Of course, it's OK to be well-off.

Next, I'll talk about the specific problems in this week's collection of user experience. The first is the problem of copying and pasting activity rules to users. For example, for the superimposed use of coupons, what I ask as a customer is to confirm, ask customer service to tell me yes or no, and tell me if I understand correctly. It's not that I can't see how the activity rules are written. I don't need you to copy and paste a paragraph to show me... "

Almost everyone was surprised because of the frequent visit of T-shirt, because in the past, T-shirt was generally pleasant. What's more, he doesn't speak much. Even if he speaks, he is very approachable. He has never seen such a fierce criticism. So, everyone was thinking, is it because the president came that Lao Du suddenly criticized him?As for the content of Du's criticism, it's not important. It's all due to the problem of strategy. As long as the company is clear about the tendency of the customer service department, the customer service will follow the baton.

It took 15 minutes for Du Ji to finish. Then he looked back at chuyuanxi.

Chuyuanxi saw that it was his turn, so he took the microphone: "I'm chuyuanxi. Just now, Lao Du has basically clarified the business problems and key points, representing the company's requirements for the customer service department. Maybe I'm a little impatient, because I've also participated in the small activity of finding bugs for customer service these days.

My experience is inflexible, can't solve the user problem, some moments is simply irritating. This can also be seen from the satisfaction score of real user feedback. Without a relatively low score, I am in no mood to go to visit Lao Du Weifu privately, so I fully understand his impatience.

I don't want to repeat what Lao Du said. Let's talk about it. First of all, in business, I don't like to talk about chicken soup. The key is that the chicken soup is good. "

Then he pointed to the opposite wall: "for example, this chicken soup has seriously offended me! According to this, isn't Liu Bei the well-off me? With Liu Bei doing nothing? What is the value of Liu Bei? Isn't this the person with the lowest cost performance? It's going to take another company out.

What's more, the key is that this is Shu state. At last, Shu state died. It's so lucky that the first emperor started his business before the middle road collapsed

Tian Baorui said lying trough! And I died on this chicken soup?

Chuyuanxi continued: "chicken soup is of course meaningful, but it also depends on how it is used. If it is only used to release more workload of employees, I don't think it is necessary. If I can give you some questions, that's OK. For example, in any company, employees should put the interests of the company ahead in their work, which is the basic requirement of the company for employees. But human nature is not, for example, when the repeater reduces the user experience, improper repeater opportunities, mistakes, mistakes may lose their jobs, how to do? How to choose?

I hope you will think more about these questions and find the most suitable answer for yourself.

Of course, the starting point of this chicken soup is OK, which inspires us to keep up the spirit. This is very important. We can't give up the hope of progress in any work. What's more, customer service is not a job without future and significance. I don't want to say what it means to the company. We all know, getting user feedback, becoming a link between the company and users, improving user satisfaction and so on. I'll talk about you personally.

As we all know, what job is good for growth? It's not how high your current position is and how busy your business is, but the position in a company with high growth and in line with the trend of social development.

High position, high business requirements require you to have higher skills. And high growth companies can point out these skills to you, even if your position seems low. It happens that Xiaokang is such a company.

Some time ago, Uber of the United States went public. Austin, who was in charge of ringing the bell, didn't even know how to send e-mails when he entered Uber. How dare you believe that? What she did in Uber was customer service and push, answering the phone, making phone calls and sending leaflets. However, Uber's growth is high, and the shared travel service is in line with the trend of social development, so she continues to get new opportunities, and now she is vice president.

It's the same for everyone. Customer service needs to understand the company's products, and smart customer service can follow the customer's problems to understand the functions of various departments of the company, locate the source of the problem, rather than just look at the customer service itself. The product itself or the description of the text is a problem, users complain, in the end what is the problem? Can customer service locate itself before communicating with products?

In this way, not only can you improve your work efficiency, but also it is not difficult to change your position in the company after a year and a half, because you already know all you need to know and what you can do.

In this respect, the position with more advantages than customer service is the front desk. Ali's front desk has partners. They are all elites who know what direction they should work towards. Even if the starting point is low, the company has strong growth and can provide many opportunities to grasp.

So far, the only boast of a well-off society is that it does not require employees to do only one type of work all their lives and die in their own posts. For this reason, I have made many speeches in the company. I hope employees can make full use of their precious time to improve themselves as much as possible. Therefore, the company does not hesitate to take the initiative to reduce the workload and leave more personal time for employees. Customer service is also an employee of the company, except for the office location.

So I can tolerate customer service's inflexibility or mistakes, but I don't take the initiative to understand the company, I'm not interested in understanding the products, and I don't think I'll put my energy into understanding the root cause of the company's structure and user response. This is called attitude is not good, I can't bear it.

Xiaokang does not emphasize any "wolf" corporate culture, but you have to be active. If you want to make a living, you'd better find a different job, especially if you are late for the meeting. The company uses the OKR system. The characteristic of OKR is that it only looks at the results, regardless of the process, and the process is controlled by the employees themselves. "

Soon after chuyuanxi finished his speech, he left, and Du Ji stayed to communicate with Tian Baorui.He went out very quickly, but he didn't rush away, just avoided the gate. Then, the girl with short hair, who was not criticized by him, ran out of the door. When she saw Chu Yuanxi, she ran at the speed of 100 meters.

Chuyuan Xixin said fortunately Liu Lu did not come, why? Because this man is Chen Yu, his middle school deskmate.

Chen Yu is not so aggressive after careful makeup, but her expression is quite complicated at this time.

Chuyuan Xi pointed to the parking lot, the two tacit understanding did not speak, one after another from the well-off customer service door disappeared.