A case of the first question responsibility system for employees in shopping malls

1 mid-month, Lu Zhaoxi, CEO of Taobao, just announced that 20 10 is the year of consumers in Taobao, and "consumers" will be the first keyword in Taobao this year. Two online shopping disputes occurred on Taobao, which caused widespread concern.

Together, an online shopper's "Taobao bad review" attracted hundreds of harassing calls from the store. Lawyer Yu, who participated in the formulation of e-commerce regulations and terms, disclosed this incredible experience to the media, which surprised people outside the online shopping. People can't help wondering, what's going on? This online seller is too overbearing. As a result, on June 65438+1October 65438+August, Taobao closed down the "American Orange Watch Discount" store that harassed Yu Lawyer.

A wave of unrest, another wave. The impact of the remaining events is not over yet. In Hangzhou, the birthplace of Taobao, another legal dispute caused by "Taobao bad review" occurred. Li, a sophomore in a university in Hangzhou, never imagined that a "bad review" he gave Taobao sellers actually caused a lawsuit. Recently, the seller Lin took Li to court for "infringement of reputation", demanding that "bad reviews" and "inappropriate comments" be deleted to restore his 100% reputation and claim about 50,000 yuan.

Jin Gyeong, a senior director of Taobao Customer Satisfaction Center, known as the "fireman", felt a little fidgety in the face of online shopping disputes.

"In 2009, 98% of online shopping disputes in Taobao took 30 days to deal with, which was too slow. We must speed up. " When interviewed by reporters, Jin Gyeong said frankly that 20 10 is the consumption year of Taobao. "We launched the first online shopping dispute inquiry responsibility system on February 2nd. Taobao promises that as long as there is a transaction dispute in Taobao online shopping, buyers and sellers fail to reach an effective negotiation, and Taobao will compensate consumers first. "

In order to implement this "first payment", Taobao has spent 65.438+billion yuan. On the basis of more than 654.38+ 0.700 Taobao customer service staff, a professional rights protection team of 500 people has been set up to provide consumers with rights protection assistance 24 hours a day.

"We plan to launch a rights protection platform on Taobao after the Spring Festival." Jin Gyeong said. Consumers can quickly submit complaints on this upcoming rights protection platform. "If the workflow is smooth, we can solve the problem in more than 10 minutes, and even if it is delayed due to business reasons, it must be handled within one week."

In the past e-commerce transactions, consumers immediately became vulnerable groups after paying. In the event of a transaction dispute, consumer complaints will face problems such as difficulty in obtaining evidence, inconsistent standards, uncooperative sellers, kicking each other's balls, and long processing time, which will lead consumers to pay huge rights protection costs.

"Don't let a consumer go unnoticed, and don't let a transaction dispute be kicked off." Jin Gyeong said that as long as consumers buy on Taobao, Taobao will take the initiative to bear the responsibility and risk of rights protection when there is a transaction dispute caused by commodity quality, seller's failure to perform after-sales service, third-party disputes caused by logistics, seller's service attitude and unclear agreement between the two parties.

Relevant data show that Taobao's sales exceeded 200 billion yuan in 2009. Lu Zhaoxi predicted that in 20 10, Taobao's transaction volume will double again on the basis of 2009, reaching 400 billion yuan, which has become an important driving force to stimulate the domestic demand market.

However, it should not be overlooked that in 2009, Taobao generated about 654.38+08 billion transactions, and the number of consumer rights disputes involved in Taobao was five ten thousandths, while the number of disputes last year was about 900,000. If the sales volume doubles again in 20 10, even if the transaction disputes show a downward trend, there will be millions of disputes this year. In this case, it is indeed a huge workload for Taobao to protect its rights fairly and transparently.

However, the first inquiry responsibility system launched by Taobao is an innovation, and all transaction disputes are paid first. On the balance of disputes between consumers and businesses, it adds weight to consumers, making ordinary consumers no longer a vulnerable group in the transaction. The emergence of this innovative model may reduce the proportion of disputes in the fast-growing online shopping market.

2.

One day at noon, near 12, Xiao Ruan, the receptionist of a hotel in Henan, received a phone call from a lady who claimed to be from a hotel in Nanjing and needed the hotel to meet a foreign guest at their hotel today. Xiao Ruan was busy asking about the reservation information, but according to the relevant information told by the other party, there was no such guest staying in the hotel today, so Xiao Ruan asked the other party to check it out.

10 minutes later, the lady called again and said that she had already talked with the guests. Someone did book a room for him in the hotel. Xiao Ruan carefully checked the reservation record on the computer and confirmed that no one had reserved a room for the foreign guest. So, Xiao Ruan asked if the other party had entrusted other units to make reservations. The lady thought for a moment and replied, "It seems that it was ordered by XX system." Xiao Ruan listened and searched again. There is indeed a room reserved by XX system, but the reservation time is not today, and the names of foreign guests do not match.

Xiao Ruan told her the situation and rechecked her name with the other party. I don't know if I made a mistake at first, or for other reasons. The names of foreign guests are somewhat different. Fortunately, I have the contact information of Miss He. Xiao Ruan told the lady about the situation and said to the other party, I'll contact Miss He, the room reservation person, and then you can confirm it with the foreign guests. Cut off the phone, Xiao Ruan called Miss He several times, but she didn't dial.

A quarter of an hour later, the lady called the front desk again. Xiao Ruan told the other party that the person who booked the room could not be contacted, and the other party said that it was confirmed to the guest that someone had indeed booked a room for him at the hotel. Hearing this, Xiao Ruan thought that Miss He might have misspelled the name of the reservation, and the guest should be right.

But the check-in time is wrong. I didn't know the guests had to arrive early until I asked. However, the guest sprained his ankle and was inconvenient to move, so he needed a hotel to pick up the train. Because it is the weekend, the relevant departments of the hotel don't go to work, which is really difficult.

After listening to Ruan's explanation, the lady added, "Miss, please try to contact." Xiao Ruan quickly dialed the duty phone of the motorcade and explained the situation. After confirming that the car could be dispatched, Xiao Ruan asked the other party about the number of trains and the time of arrival in Zheng. As she was not accompanied by Chinese, Xiao Ruan informed the other party that the pick-up person would make a pick-up card and type the guest's name on it, and the other party agreed. Xiao Ruan asked her to spell the guest's name again, repeat the time and train number, and leave her contact number in case something happened.

After hanging up the phone, Xiao Ruan contacted the motorcade again, told him the number of trains and the time of arrival in Zheng, and explained the matter of picking up the car. In case of new situation, the receptionist will explain to the guests after they arrive at the store. Later, Xiao Ruan informed the business center to print a license plate and put it at the reception desk to give it to the driver of the motorcade. He repeatedly told him that because of the language barrier between the driver and the guests, the receptionist had to wait until the guests arrived at the store before explaining the charges to them.

After all the arrangements were made, Xiao Ruan called the hotel in Nanjing to inform the other party of the arrangement and reconfirm that the guests must arrive as scheduled before work today. When leaving, Xiao Ruan gave the contact number to the middle shift successor and asked him to inform the night shift staff (because the guests arrived at 2 1: 30 in the evening). Although everything is explained clearly, Xiao Ruan is always uneasy. At night 10: 00, Xiao Ruan's pager sounded four words-"Everything goes well", and Xiao Ruan's hanging heart was put down.

When I went to work the next day, I happened to meet a foreign guest checking out. Xiao Ruan asked the guest with concern, is everything going well? Can the foot injury recover a little? At this time, the foreign guests realized that their smooth arrival in Zheng could not be separated from Xiao Ruan's careful arrangement, so they smiled in nonstandard Chinese and said, "Thank you, Miss, thank you so much!"

Comments:

In this case, Xiao Ruan, the waiter, perfectly explained the "first question responsibility system", which was mainly manifested in the following points: from receiving the phone call to repeatedly inferring and confirming with the guests until all the arrangements were ready, and then the guests left the hotel the next day, Xiao Ruan did the whole process of uninterrupted follow-up service, which showed Xiao Ruan's serious and responsible attitude towards the work;

It took a lot of effort to confirm the reservation because the foreign guests' names were misspelled. Xiao Ruan thought, when I pick up the train, I can't make any more mistakes. He not only made a license plate, but also spelled and confirmed the names of foreign guests over and over again. Because of the language barrier, she also told the driver to take the guests to the hotel just to prevent unnecessary misunderstanding. It can be seen that Xiao Ruan is a careful waiter, and she can consider every detail in her work one by one;

Due to various reasons, when it was impossible to finalize and both parties were puzzled, the other party provided the only vague clue-it seemed to be the room reserved by XX system. Xiao Ruan grasped this information, solved the problem, and finally achieved the satisfaction of the guests.