When Du Xu arrived, he found that Chu Yuanxi was waiting for him at the door, leaning against the car door, holding a lunch box in his hand and lying on his tuck.

"Today you are the protagonist Lao Du, please swear hard, don't give yourself face." Chu Yuanxi signaled that he would not say much, then gestured to "please" and threw away the lunch box. Du Xuxin said who believes it? We are here to swear today. The problem is that I don't know how to swear, and I'm still trying to swear. Look at how unhappy I swear, would you go into battle yourself?

But he didn't know how much he could spray in his original world.

It takes time for human evolution. In the original world, Du Fu also did store rectification first, and then took over the ground promotion team. After four months of store rectification and about half a year of land promotion, he was promoted to the deputy general manager of real power, responsible for nearly one-sixth of the business of well-off.

His swearing people is different from the young people today. The most common thing about young people is to complain, while Du Fu is to squirt directly and not to complain at all. It is full of the sharp and straightforward style of the post-70s generation. This requires sharp eyes and to discover deep-seated problems.

Chu Yuanxi even felt that Du Xi might have some marketing talent that has not been discovered, because the highest skill in marketing is to criticize people. Ordinary marketing accounts are marketing, and after marketing is finished, senior marketers can attract fans by criticizing people. After marketing, they find that there are hundreds of thousands of more Weibo fans.

But now, due to a serious illness, Du Xiu's position in a well-off society is quite embarrassing. He can't go directly to the front line and he can't stay idle, so Chu Yuanxi directly gave him the title of deputy general manager, and the specific business is almost there, just focus on customer service.

This arrangement is also very smooth in name. Even if one department of customer service is the title of deputy general manager, Yuan Lu is only responsible for the finance department, but she is also the deputy general manager. It does not make people feel strange, especially Yang Cheng, who is responsible for the store rectification, introduced him.

However, his promotion resume was much worse and the time was short, so that the skill points pointed out in the original world have not yet been seen.

This office space was rented out in its entirety. The apartment is similar to a large room, but it is not old. However, it has not been decorated with a well-off society and looks a little simpler. However, it seems to be quite ok with a circle of green plants against the wall.

Du Xiu often comes here, and he can basically call people here, but this is only the second time Chu Yuanxi has come here. He found that there are already a lot more people than last time, and there are about twenty employees in the management and staff. This space can accommodate at least 150 people, and a large number of workstations are still empty. Because there are fewer stores now, more than ten customer services are absolutely enough, and it is completely overloaded. According to the normal workload, one customer service is actually enough.

This is a preparation for large-scale expansion after the Milestone 4 of the well-off society.

Mileage 4 must be very cautious. The original timetable was August, but the current situation has changed a little. The main reason is that the robot was introduced into this variable is not in the original world, and the Ba people's propaganda mouth is also lacking in the original world. Now it has all, and after combining, chemical reactions have occurred.

Especially because Xiaokang has developed the IT function in advance, Zhou Mingjun, in terms of voice AI and visual recognition, did a good job himself, and combined it with the robots provided by Qifu Technology to form a small AI closed loop, and the user experience is generally good.

So as soon as the self-media promotional machine was opened, Chu Yuanxi did not expect, the Xiaokang store had a trend of developing into an Internet celebrity store. In recent days, someone has come to check in, and they are co-shot with the robot and order food in a fancy way. Everything tests the robot's intelligence. The more sexy thing is that it cancels after ordering and lets the robot boil Guandong back, which has a good effect as the tester.

Lu Yu planned to make a food shop visit, and he happened to make fun of Xiaokang first, which was a mistake.

Therefore, whether to speed up the progress of opening a store to cater to this trend is still being discussed within Xiaokang, and Chu Yuanxi has not made a decision.

Internet celebrity stores have the benefits of Internet celebrity stores, but also the disadvantages.

Xiaokang is not particularly suitable for becoming an internet celebrity store, because the biggest feature of an internet celebrity store is its high price, and Xiaokang cannot enjoy this biggest bonus and cannot adjust the price at will. However, the disadvantages are very fatal and will reduce the experience of ordinary users. Therefore, the advantage is only a little traffic and user surge in front of you, and it is useless to have a higher diffusion, because no matter how fast the store is opened, it cannot go much faster, but the disadvantages are full of food.

But even so, the acquisition of land in other areas of the imperial capital has begun for a while. Some stores have been renovated, while some have been renovated and are being dried.

This is a huge expenditure, but fortunately, it is a big deal. It is still within the scope of the initial 100 million capital response, and there is no need to use the pre_a round of money.

In contrast, the cost of recruiting customer service in one go is very low, just treat it as early practical training, and you must be familiar with the business aspect, because there is also the problem of cooperating with AI customer service.

Using ai customer service is a kind of damage to the user's experience, so the smooth method is to first turn to manual labor, which cannot be solved by ai. This reduces the workload for manual customer service, but the work quality requirements are higher and more experience is required.

Therefore, in the first stage, the well-off stage is that manual labor is greater than AI, and then as the store increases, the customer service manually starts branches, and each branch increases the workload of AI until it reaches a balance.

Therefore, the scale of these twenty people will last for a long time. They are currently divided into three groups, each with one manager, directly led by Tian Baorui, the director of the customer service department.

Because of the announcement in advance, Du Xiu quickly gathered the people and pulled them to the gym to stand for a full-time meeting.

The customer service department has only one small gym and there are not many equipment, so the function of fitness is not very obvious, and it is true that it is often used for meetings. After Chu Yuanxi entered, he stood quietly behind Du Xiu, 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 territory was so small.

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

Zhang Fei never asked what we should do if Liu Bei's troops were at the city.

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

If everything is ready, what else should Dongfeng do? What is your value?

When I came last time, Chu Yuanxi hadn't seen this chicken soup yet, and I suddenly felt ten thousand terrible things in my heart and didn't know how to vomit!

I saw that everyone was basically here, and Du Shuang had been brewing for a long time and began to squirt: "Everyone, I've been here this week. I didn't show up once on Monday. Do you know what I'm doing?"

Seeing the expressions of confusion below, Du Xu emphasized: "I pretended that the user came to experience our customer service. About four or five of you have received the call from me. Everyone understands what it means? We don't have a 400 phone system, and AI cannot solve it. Connect to online customer service for text communication. Only if the online customer service has failed to communicate with each other, the phone option will appear. By the time the call step is the user experience is extremely poor.

My user experience is particularly poor, and I am so angry. If I don’t experience it myself, I really don’t know what a repeater is. What I need to clarify to all the elder brothers and sisters is why the company needs customer service? It is necessary to provide services to customers, solve user problems, and improve user experience, rather than solve the existence of the customer service department itself. Industry and Commerce does not check this indicator. The company does not set up this department to create jobs, do you understand? Do you understand?"

Because no one responded below, Du Xu looked at Tian Baorui, which made the uncle, who was in his forties, shudder and immediately pulled him around. Suddenly, he "understood" popped out in a scattered manner, which made Du Xu even more dissatisfied: "Didn't you have lunch?"

"clear--"

At this moment, a person hurried over outside the glass door of the gym. Because he had short hair, Du Xiu saw that he was a woman, about thirty years old. When he came in, he shrank his neck first, then looked up and saw that all the staff were very serious. The person who spoke on the main seat was a person he had never seen before. He looked unhappy and was looking at her.

"Sorry, sorry, I'm not familiar with the road, I'm late." The girl bowed to everyone first and then ranked.

Du Xiu was welcome and asked Tian Baorui directly: "Is this?"

"Ah, the newly recruited customer service manager, I just joined the company yesterday." Tian Baorui was sweating in his heart and glared at the girl fiercely, thinking that this repeater was just talking to me? What is the situation? Why is even the company's president coming? Even if I open it, it's okay to have Du Xiu's words? The only thing that needs the president to make a decision is the customer service department's strategic layoffs...

As a result, when he took his eyes back, he found that Chu Yuanxi looked at him with a strange look. I don’t know what he saw? Following the extension of his eyes, it seemed to be a slogan on the wall?

He quickly took back his mind because Du Xiu hadn't finished spraying. Others could be distracted, but he would almost be named at any time, but he didn't dare to be distracted at this time. Don't talk about how bad the employment environment this year is. No matter what, he is in a well-off life. At least he is at the level of a business department as soon as he joined the company, and his salary and position are quite suitable. Du Xiu is not a difficult person to deal with. If he is opened, it would be a loss.

I heard Du Xiu say: "In fact, I understand why you are a repeater, especially Minister Tian. I also understand the habits and ideas you brought from the Big Penguin. If you don't make any mistakes, you won't be caught by the user, which will cause greater losses to the company. It can also be called a defensive service. But your benchmark framework is wrong! You should benchmark Xinyue members' customer service, so that service quality can improve user experience, rather than... I won't give an example.

The company does not need to defend against users now. It requires you to improve the user experience instead of keeping the existence of the customer service department. If it is all repeaters and the user experience is very poor, then even if your work is blameless, your existence will be meaningless. If you want to avoid making mistakes, customer service will use AI instead. There will definitely be no mistakes. There are many well-known companies in the market that do this, and of course, a well-off society can do it.

Next, I will talk about the specific issues in collecting user experience this week. First, it is the issue of copying and pasting activity rules for users. For example, if you use coupons, as a customer, I ask for confirmation, ask the customer service to tell me yes or no, and tell me whether I understand it correctly. It is not that I can’t see how the activity rules are written. You don’t need to copy and paste a paragraph for me to see..."

Because Du Fu often comes, almost everyone is surprised, because Du Fu was usually kind-hearted in the past. He didn't talk much, and even speaks, he is approachable, and he has never seen such a storm-like criticism. So everyone was wondering, was it because the president came that Lao Du suddenly criticized him?

As for the content of Du Fu's criticism, it is not important, and it is entirely due to the problem caused by strategy. In fact, everyone can do the customer service job. As long as the company clearly defines the tendency of the customer service department, the customer service will follow the baton to go around.

Du Xu sprayed for fifteen minutes before he came to an end, and then looked back at Chu Yuanxi.

When Chu Yuanxi saw that it was his time, he took the microphone: "I am Chu Yuanxi. Just now, Lao Du has basically explained the business problems and key points, which represents the company's requirements for the customer service department. He may be a little impatient, because I have also participated in this small activity of finding bugs for customer service these days.

My experience is dull and cannot solve user problems. It is simply annoying at some moments. This can also be seen from the satisfaction scores of real users. Without a relatively low score, I was not in the mood to go to Lao Du for private visits, so I fully understand his impatience.

I don’t want to repeat Lao Du’s words, so I will talk about some idle articles. First of all, in Shangyan, I don’t like to talk about chicken soup. The key is that this chicken soup is good, it’s fine.”

As he said that, he pointed to the wall opposite: "For example, this chicken soup seriously offended me! According to this, isn't Liu Bei the well-off me? As a result, Liu Bei did nothing? He asked for troops and was not given a territorial position and was surrounded by others. What is the value of Liu Bei like this? Isn't this the lowest cost-effective person? He has to be eliminated if he wants another company.

And the key is that this is Shu Kingdom, and in the end, Shu Kingdom was destroyed. The middle way collapsed before the founding of his business was completed. This is really auspicious!"

Tian Baorui said, "Damn it! Did I die on this chicken soup?"

Chu Yuanxi continued: "Chicken soup is of course meaningful, but it also depends on how to use it. If it is just used to release employees' greater workload, I don't think it is necessary. If you can give you some questions, it's OK. For example, in any company, employees must put the company's interests ahead of their work. This is the company's basic requirement for employees. But human nature is not. For example, when you are a repeater, you will reduce the user experience, and if you are not a repeater, you may lose your job if you make a mistake, what should you 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 maintain an upward spirit. This is very important. You cannot give up the hope of moving forward without any work. Moreover, customer service is not a job without future and meaning. I won’t talk about its significance to the company. Everyone understands it, obtains user feedback, becomes a link between the company and users, improves user satisfaction, etc. I say to you personally.

As we all know, which job has good growth potential? It is not how high your current position is or how busy your business is, but how high your position is, but how high your business is, but how high your position is in a company with high growth potential and a position in a company that conforms to social development trends.

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

Some time ago, the Uber in the United States was listed. Austin, who was responsible for ringing the bell, didn’t even know how to join the Uber when he first joined the Uber. How dare you trust the American university graduates who didn’t send emails? What she did when she joined the Uber was customer service and ground promotion, answering the phone and sending flyers. However, the Uber has a high growth potential and shared travel services are in line with the trend of social development, so she keeps getting new opportunities and is now the vice president.

The same is true 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 each department of the company and locate the source of the problem, rather than just looking at the customer service itself. If there is a problem with the product itself or the description text, it is complained by users. What is the problem? Can customer service locate it yourself before communicating with the product?

This not only will your work efficiency be improved, but it will not be difficult to change positions in the company after working for a year or two, because you have already understood everything you need to know and know what you can do.

In this regard, the position with more advantages than customer service is the front desk. Alibaba's front desk has partners. These are elites who know what direction they should work in. Even if the starting point is low, the company has strong growth potential and can provide many opportunities to seize.

The only thing Xiaokang is that it does not require employees to do only one job in their lifetime and die in their own position. For this reason, I have made many speeches in the company, hoping that employees can make full use of their precious time to improve themselves. For this reason, the company does not hesitate to take the initiative to reduce their workload and leave more private time for employees. Customer service is also a company employee, and there is no difference except for the office location.

So I can tolerate whether the customer service is dull or making mistakes, but I don’t take the initiative to understand the company, don’t have any interest in understanding the product, and I have never thought of investing my energy in understanding the company’s structure and the root causes of the user’s reactions. This is called an attitude that doesn’t work, and I can’t tolerate it.

Xiaokang does not emphasize the "wolf-like" corporate culture, but you have to be active. If you want to deal with life, you'd better find a separate job, especially those who are late for meetings. Our company uses the okr system. The characteristic of okr is that it only looks at the results and the process is controlled by the employees themselves."

Soon Chu Yuanxi finished his speech, and then left, while Du Xiu stayed to communicate with Tian Baorui.

He went out quickly, but he was not in a hurry to leave and just avoided the door. Then, the short-haired girl who was criticized by him did not name and ran out of the door. At first glance, she immediately rushed over at a speed of 100 meters.

Chu Yuanxi said that it was fortunate that Liu Lu did not come, why? Because this person is Chen Yu, his middle school deskmate.

After careful makeup, Chen Yu's evil beauty was not so aggressive, but her expression was quite complicated at this time.

Chu Yuanxi pointed to the parking lot, and the two of them didn't speak in a tacit understanding, and disappeared from the door of Xiaokang's customer service one after another.
Chapter completed!