When Du Yi arrived, he found that Chu Yuanxi was already waiting for him at the door, leaning against the car door, holding a boxed lunch in his hand.

"Today you are the protagonist Lao Du, please spray hard, don't save face for yourself. Chu Yuanxi signaled that he wouldn't say more, and then made a gesture of "please" and threw the lunch box away. Who believes it? Today, we're here to spray, the problem is that I don't know how to spray people, and I still make a living by scolding, do you see if I spray well, will you go into battle yourself?

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

The evolution of people takes time, and in the original world, Du Yi also did the store rectification first, and then took over the push team, and did the store rectification for four months and about half a year before being promoted to the vice president of real power, responsible for nearly one-sixth of the business of the well-off.

His squirting is different from today's young people. The most common thing for young people is to vomit bads, and Du Yi is directly sprayed, not spit bad at all, full of the sharp and straightforward style of the post-70s, which requires a sharp eye to find deep-seated problems.

Even Chu Yuanxi felt that Du Xian might still have a talent in marketing that had not been tapped, because the highest level of marketing skills was spraying people. Ordinary marketing account, marketing is marketing, and after the sale is over, it is pulled down, and senior marketers can attract fans by spraying people, and after the marketing is over, they find that there are hundreds of thousands of more Weibo fans.

But now, because of a serious illness, Du Yi's position in the well-off middle school is also quite embarrassing, and it is not possible to go directly to the front line, and he can't be idle, so Chu Yuanxi directly gave the title of vice president, and the specific business is almost over, just take care of customer service.

This arrangement is also very smooth in name, only one department of customer service can be the deputy general manager, and Yuan Wei is also only in charge of one financial department but is also the vice president, which will not make people feel strange, especially Yang Cheng, who is responsible for the rectification of the store, was introduced by him.

It's just that his promotion resume is a lot worse, and the time is short, so that the skill points pointed out in the original world have not been seen yet.

This office space is rented as a whole, and the house type is similar to a large studio, but the area is large, and it is not old, but it has not been renovated by a well-off, and it seems a little simpler. However, with a circle of green plants placed against the wall, it feels okay.

Du Yi often comes, and he can basically call the people here, but this is only the second time Chu Yuanxi has come, and he found that there are a lot more people than last time, and there are already more than 20 people with management and staff. This space can accommodate at least 150 people, and a large number of workstations are still empty, because there are few well-off stores now, and more than ten customer service is absolutely enough, completely overloaded, according to the normal workload, in fact, one customer service is enough.

This is in preparation for a massive expansion after the well-off milestone 4.

Milestone 4 has to be done with caution, as the original timeline was set for August, but the situation has changed a bit. The main reason is that the robot was introduced into this variable that was not in the original world, and the propaganda mouth of the Ba people was also lacking in the original world, and now they are all there, and there is a chemical reaction after the combination.

Especially because Xiaokang has developed IT functions in advance, AI in voice AI and visual recognition Zhou Mingjun has done a good job by himself, and the combination of robots provided by Qifu Technology forms a small AI closed loop, and the user experience is generally not bad.

So as soon as the propaganda machine of the self-media was opened, in the case that Chu Yuanxi did not expect, the well-off store has a trend of developing to the Internet celebrity store, and in recent days, someone has come to check in, and the robot is in tune, fancy ordering, everything that tests the intelligence of the robot, and the more sassy thing is that the order is canceled, and the robot pours the oden back, which plays a good role in the work of the tester.

Lu Yu was going to make a food exploration number, and he happened to take the well-off to open up first, which was considered a crooked hit.

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

Influencer stores have the benefits of influencer stores, but they also have disadvantages.

Xiaokang is not particularly suitable for becoming an Internet celebrity store, because the biggest feature of an Internet celebrity store is that the price is high, and Xiaokang cannot enjoy this biggest dividend and cannot adjust the price at will, but the disadvantages are very fatal and will reduce the experience of ordinary users. Therefore, the benefits are 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 you open a store, it can't go anywhere, but the disadvantages are full of food.

But even so, the matter of acquiring land in other areas of the imperial capital has been going on for a while, some stores have entered the renovation, and some have finished the renovation and are drying the house.

This is a large expenditure, but fortunately, it is still within the scope of the initial 100 million capital response, and there is no need to use Pre_A round of money.

In contrast, the cost of recruiting customer service in one go is very low, and it is regarded as practical training in advance, and the business aspect must also be familiar, 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's experience, so the smooth way must be AI, which cannot be solved by AI to manual, which reduces the workload for manual customer service, but the requirements for work quality are higher, and more experience is required.

Therefore, in the first stage, the well-off is that the artificial is greater than the AI, and then with the increase of stores, the customer service will manually open branches, and each branch will increase the workload of AI until the balance is reached.

Therefore, the scale of these 20 or so people will be maintained for a long time, and they are currently divided into three groups, each group has a manager, and is directly led by Tian Baorui, the minister of the customer service department.

Because of the report in advance, Du Yi quickly gathered people together and pulled them to the gym to stand and hold an all-staff meeting.

The supporting facilities of the customer service department only have a small gym, and there are not many equipment, so the role 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 Xian, and saw a 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 Liu Bei what to do when he came to the city.

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

If everything is ready, what else do you want to do? What is your value?

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

Seeing that the people were basically there, Du Shuang's emotions that had been brewing for a long time began to spray: "Everyone, I have come less this week, and I haven't shown up once on Monday, do you know what I'm going to do?"

Seeing the bewildered expressions below, Du Xian accentuated his tone: "I pretended to be a user to experience our customer service, and about four or five of you have received a call from me." We don't have a 400 phone system, AI can't solve it, connect to online customer service for text communication, online customer service text communication will not be successful, the phone option will appear, to call this step is already a very poor user experience.

My user experience was particularly poor and. I don't really know what a repeater is without experiencing it myself. One thing I need to make clear to all the big brothers and sisters is that why the company needs customer service? It is necessary to provide services to customers, solve user problems, and improve user experience, rather than solving the problem of customer service department itself. Companies didn't set up this department to create jobs, you know?

Because no one responded below, Du Xian looked at Tian Baorui, which made the uncle in his forties who was about the same age as Du Yi shudder, and immediately pulled around. Suddenly, a sparse "understand" popped up, which made Du Yi even more dissatisfied: "Didn't you have lunch?"

"Understood—"

At this moment, a person hurriedly ran over outside the glass door of the gym, because he had short hair, and after pushing the door in, Du Yi saw that it was a woman, about no more than thirty years old, and when she came in, she shrank her neck first, and then looked up, and saw that all the staff were very serious, and the person who spoke on the main seat was someone who had never seen it, and her face was unhappy, and she was looking at her.

"Sorry, sorry, I'm late. "The girl bowed to everyone first, and then lined up.

Du Yi was not polite, and asked Tian Baorui directly: "This is?"

"Ah, the newly recruited customer service manager, I only joined yesterday. Tian Baorui sweated in his heart, glared at the girl fiercely, and said in his heart, Isn't this repeater specifically aimed at me? What is the situation? Why is even the president of the company here? Even if I am fired, I will have a sentence from Du Xian? Only the strategic layoff of the customer service department needs to be decided by the president......

As a result, when he withdrew his gaze, he found that Chu Yuanxi's eyes were a little strange when he looked at him, I don't know what he saw?

He quickly took his mind back, because Du Yi hadn't finished spraying yet. Others can be distracted, he is almost going to be named at any time, but he doesn't dare to be distracted at this time. Don't say how bad the employment environment is this year, no matter what, no matter what, he is at the level of the business department as soon as he joins the company, the salary and position are quite appropriate, and Du Yi is not a difficult person to deal with, it would be a great loss if he was opened.

I only heard Du Yi say: "In fact, I understand why you are a repeater, especially Minister Tian, I also understand the habits and concepts you brought from the big penguin, if you don't make mistakes, you won't be caught by users and bring greater losses to the company, which can also be called defensive service." But you are benchmarking the framework of the benchmark! You should benchmark against the customer service of Xinyue members, and that kind of service quality can improve the user experience, not to the ...... Forget it, don't give examples.

The company doesn't need to defend users now, it needs you to improve the user experience instead of you keeping 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 want not to make mistakes, customer service is replaced by AI, and there will be absolutely no mistakes, and there are many well-known companies in the market that do this, and of course Xiaokang can also do it.

Now I'm going to talk about the specific problems in collecting the user experience this week, starting with the problem of copying and pasting the rules of the activity for users. For example, the superimposed use of coupons, what I ask for as a customer is confirmation, ask the customer service to tell me yes or no, tell me whether I understand it correctly, it's not that I can't see how the rules of the event are written, and I don't need you to copy and paste a paragraph to show me......"

Because Du Yi often came, almost everyone was surprised, because in the past, Du Yi was generally pleasant. And he doesn't talk much, and even when he speaks, he is very approachable, and he has never seen such a stormy criticism. So, everyone was thinking, was it because the president came that Lao Du suddenly criticized it?

As for the content of Du Xian's criticism, it is not important, it is entirely due to the problem caused by strategy. In fact, anyone can do the job of customer service, as long as the company is clear about the tendency of the customer service department, the customer service will follow the baton.

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

Chu Yuanxi saw that it was time for him, so he took the microphone: "I'm Chu Yuanxi." Just now, Lao Du has basically explained the business problems and key points clearly, which represents the company's requirements for the customer service department. Maybe it's a little impatient, because I've also participated in this small activity to find bugs for customer service in the past few days.

My experience has been that it's dull, doesn't solve user problems, and at some points it's just infuriating. This can also be seen from the satisfaction score of real user feedback, there is no relatively low score, I am not in the mood to find Lao Du Weifu for a private interview, so I fully understand his impatience.

I don't want to repeat Lao Du's words, so let's talk about it a little bit of idleness. First of all, in business, I don't like to talk about chicken soup, the key is that this chicken soup is good. ”

As he spoke, he pointed to the opposite wall: "For example, this chicken soup seriously offends me! According to this, isn't Liu Bei the well-off me? Co-author Liu Bei doesn't do anything? If you don't give the soldiers, you don't want to have a territory, and you need to be rescued, what is the value of such Liu Bei? Isn't this the person with the lowest cost performance? This will be eliminated if you change to another company."

And the key is that this is the Shu Kingdom, and in the end, the Shu Kingdom died, and the first emperor did not start a business and the middle way collapsed, which is really auspicious!"

Tian Baorui said in his heart, "me, I'm dying on this chicken soup?"

I only heard Chu Yuanxi continue: "Of course, chicken soup is meaningful, but it also depends on how to use it, if it is only used to release more workload of employees, I don't think it is necessary." If I can throw you some questions, that's fine. For example, in any company, employees must put the interests of the company in front of 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, the improper repeater opportunity makes a mistake, and if you make a mistake, you may lose your job, what should you do?

I hope that you will think more about these kinds of questions and find the answers that are most appropriate for you.

Of course, the starting point of this chicken soup is okay, and it motivates us to maintain an upward spirit. This is very important, and no work can give up hope to move forward. What's more, customer service is not a job without promise and meaning. I won't talk about the meaning to the company, everyone understands, get user feedback, become the link between the company and users, improve user satisfaction, etc., I say you personally.

As we all know, what jobs have good growth? It is not how high your current position is or how busy your business is, but the position in a high-growth company, a position in a company that is in line with the trend of social development.

High jobs, 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 just so happens that Xiaokang is such a company.

Some time ago, Uber in the United States went public, and Austin, who was responsible for ringing the bell, didn't know how to do it when she first entered Uber, and the graduates of the University of the United States couldn't send emails, can you believe it? What she did when she entered Uber was customer service and pushing, answering the phone and making calls and distributing flyers. However, Uber's growth is high, and the shared travel service is in line with the trend of social development, so she keeps getting new opportunities and is now the 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 problem to understand the functions of various departments of the company, 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 text of the description and is complained by the user, what is the problem?

Not only will you be more productive, but it will not be difficult to change positions within the company after a year and a half, because you already know everything you need to know and know what you can do.

In this regard, the position that is more advantageous than customer service is the front desk, Ali's front desk has a partner, which is an elite who knows what direction they should work towards, even if the starting point is low, but the company has strong growth and can provide many opportunities to grasp.

The only thing worth boasting about so far is that employees are not required to do only one type of work for the rest of their lives and die in their own positions. For this reason, I have made many speeches in the company, hoping that employees will make full use of their valuable time to improve themselves as much as possible, so the company does not hesitate to take the initiative to reduce the workload and leave more personal time for employees. The customer service is also an employee of the company, and there is no difference except for the office location.

Therefore, I can tolerate whether the customer service is dull or make mistakes, but I don't take the initiative to understand the company, I am not interested in understanding the product, and I have not thought of putting energy into understanding the company's structure and the root cause of the problem of user reaction.

Xiaokang does not emphasize any 'wolf' corporate culture, but you have to be positive. If you want to get by, it's best to find a separate job, especially if you're late for the conference. The company uses the OKR system, and the characteristic of OKR is that the process is controlled by the employees themselves, regardless of the process. ”

Soon Chu Yuanxi finished speaking, and then walked away, while Du Yi stayed to communicate with Tian Baorui.

He went out quickly, but he was not in a hurry, and only avoided the gate slightly. Immediately afterwards, the short-haired girl who was criticized by him without naming rushed out, and when she saw Chu Yuanxi at a glance, she immediately ran over at a speed of 100 meters in a sprint.

Chu Yuan Xixin said that it was fortunate that Liu Lu did not come, why? Because this person is Chen Yu, he was at the same table in middle school.

Chen Yu, the evil woman, was not so aggressive after careful makeup, but her expression was quite complicated at this time.

Chu Yuanxi pointed to the parking lot, the two tacitly did not speak, and disappeared from the door of the well-off customer service one after the other.

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