Yi Kang Suddenly Broke Out A Fire And Burned Nearly Ten Million Ali Customer Service To Open Seven Meetings A Day.

The broken bricks scattered across the ground, the collapsed walls crushed the cars parked beside them, the white metal fumes were constantly burning in the black metal frames, and the pungent smell of the leather shoes burning in the air was pervasive, and a group of workers were cleaning up the mess.

This happened at 8 Qingtian in May 15th.

Just the night before, there was a fire in an electric business warehouse in the factory. Although there were no casualties, the more than 70 thousand pairs of leather shoes in the warehouse were burnt out because of the fire of 6000 square meters.

Gong Juegang, who was very sleepy, opened his cell phone and sat up fiercely.

For the next half hour, he could not attend to washing and dialing the same number over and over again.

He is the second Alibaba of the company, which is likely to generate business disputes if the fire is not handled in time.

"We need to work out a contingency plan together, but we were too busy at that time to get through."

After coming to the company, Gong Jue ran to all relevant business departments to discuss how to help businesses communicate with buyers and minimize the impact of online trading. If consumers call the platform, how to help businesses take part in the consultation volume.

On the 15 day, from 9:30 a.m. to 5 p.m., Gong Jue held 7 meetings.

After contact with him, he immediately negotiated with each other the solutions of every consumer.

According to the introduction of Yi Kang, the more than 70 thousand pairs of shoes burned are the single shoes, sandals and slippers for the season. At present, more than 2000 orders have been placed on the orders of the company, but the specific orders are affected by the fire, and it takes two days to check.

After confirming that more than 2000 orders were likely to be affected by the fire, Gong Jue told him that he must have a one to one connection and take the initiative to track the buyer's orders and get information. At present, the company has been able to connect more than 2000 buyers through Ali Wangwang and SMS.

The reporter tried to communicate with customer service in the flagship store of Yi Kang Kang leather shoes. When he entered the question of whether the fire affected shipments, Ali Xiaomi would automatically reply to the subsequent progress of the fire treatment.

This is the reply information provided by Alibaba customer service and Yi Er Kang.

"Almost all the buyers expressed their understanding, and they comforted us in return, and there was no worry about the refund and delivery of shoes. More than 90% buyers expressed their willingness to wait."

When the customer service was sent back with the message of "possibly delayed shipment", almost all of the buyers appeared an astonishing reply: "it doesn't matter."

A customer service reporter of Yi Kang told reporters that some of the buyers who had made a single purchase saw the news and gave messages to him in the comments area, which made them very moved.

In fact, this warm heart business relationship in Taobao and Tmall platform is not a case.

In 2017, a leather factory in Haining burned 60 million products. When the merchants were at a loss, tens of thousands of buyers not only did not return, but also sent messages of condolence.

If online trading is compared to a steelyard, customer service is the weight of this steelyard.

At present, Ali customer service group has more than 2000 people, their role has been passively from several years ago to undertake business services, solve disputes, and so on, become the initiative to explore a higher experience for buyers and sellers trading solutions: in the face of the buyer's "super hero" dream, they become a dream maker with the seller; in the face of the seller's malicious comments, they become the just teacher, become the seller service Zhu Geliang; in the face of the buyer's merchandise, they take the seller "play" Holmes and Wahson.

Gong finally relieved.

He learned that the company had more than 10 warehouses in the whole country, and could deploy the goods nearby. Even if there were some shortages, with the ability of 30 thousand pairs of products of Er Kang's Nissan shoes, it would be possible to fill up the burned goods by working overtime for two or three days, and the goods of more than 2000 buyers would be available immediately.

"The most tense time has passed, and then one item has been implemented."

Gong Jue began to prepare for the eighth meeting.