CCTV online review courier kneels down, enterprises can't let employees stop bullets
4hw.com.cn: obviously, neither customer Zhang nor courier Nie need to bear the main responsibility for this matter. So, who should bear it? The answer is business. In front of enterprises, employees and consumers are vulnerable groups. A truly powerful enterprise is not based on blindly flattering consumers, nor on blindly exploiting and squeezing employees.
In the final part of the film the life of the despised Songzi, the protagonist Songzi left his last words: 'I'm sorry to be born a man'. This sentence is short, but the words are very important. Movies can take us deep into life and reveal the cruelty of reality, and sometimes reality is like movies.
This time, the one who said sorry and knelt down was a smooth ordinary courier. In recent days, the courier kneeling storm caused by a mango has not been calm, and triggered people's thinking about the express industry.
Lu Xun said, 'I have never been afraid to guess the Chinese people with the worst malice'. In the face of Zhang's repeated complaints, online public opinion began to develop in a direction unfavorable to him. Some people say that they have taken advantage of a small advantage and sold well, some have complained maliciously, and some say that Zhang is morally corrupt and psychologically distorted & hellip& hellip; Ugly words are boiling.
In fact, from the standpoint of consumers, it is reasonable to question and complain about the wrong version. However, it should be noted that this complaint should be directed at logistics companies, not individual couriers; We should proceed from reality and discuss the matter on its own, rather than talking mechanically and adding the charge of "unnecessary".
Obviously, neither customer Zhang nor courier Nie need to bear the main responsibility for this matter. So, who should bear it? The answer is business. In front of enterprises, employees and consumers are vulnerable groups. A truly powerful enterprise is not based on blindly flattering consumers, nor on blindly exploiting and squeezing employees.
It shows the existing disadvantage of the whole logistics industry - the lack of employee legitimate rights and interests protection system. If Zhang's repeated complaints are the fuse leading to Nie's kneeling. Then, the risk of being dismissed is the last straw to crush her.
In the express industry, complaints and disputes are inevitable. For successive complaints, Yuantong's best practice should be to send a representative responsible for user feedback to communicate and negotiate with consumers in time. At the same time, establish a complete set of management and accountability mechanism, carefully trace back every link including packaging, transportation and delivery, and finally determine whether the accountability falls on the individual courier. It should be based on the final investigation conclusion of the company, rather than directly kicking the ball to the employees to 'block bullets'.
Once an efficient and smooth rights protection mechanism is established, couriers will not be pushed to the front line of dispute resolution, and enterprises will not rashly punish couriers, which is also the protection of employees' rights and interests and helps to enhance employees' sense of belonging. The pattern of an enterprise is large enough, which should also be reflected in supporting employees whose rights and interests are damaged.
However, in terms of the current situation, Nie's situation has been common. This is directly related to the franchise system implemented by most express enterprises. Compared with SF and other direct marketing systems, customer service can directly intervene to communicate and solve problems with customers, most of some logistics companies and even smaller institutions are franchise systems, and the delivery, delivery and claim settlement of relevant markets will be borne by the contracted franchisees. In order to maximize their interests, franchisees may let the courier negotiate directly with consumers and bear the settlement of claims.
Of course, it is biased to avoid some negative news about couriers and talk about their humanistic care. Due to the 'Savage growth' of the express industry, there has been a mess of low professional access threshold, savage sorting, direct delivery of parcels to express cabinets and other customer rights and interests. This also just confirms the rationality and necessity of standardizing rights and interests and strengthening supervision. Only by dialectically looking at the two aspects of things can we draw a conclusion beneficial to industry development and social progress, which is the case in all walks of life.