What's the biggest headache about express delivery?
The word "complaint" is definitely a sharp knife hanging over the heads of all couriers, which makes people nervous at all times.
Some time ago, the rain and snow in Beijing hit, the author heard an old man on the bus to ** keep asking the courier brother to take out the express from the express cabinet and send it to the door, the opposite courier brother listened to the meaning is also constantly explaining that the snow weather is inconvenient to go back to send the piece, the old man was fierce and emotional, until he said "you don't send it home, I complain about you" This sentence, the exchange between the two sides is terminated, and the old man wins the ......
It can be seen how much the word "complaint" is a deterrent to the courier!
Couriers have a busy day, facing a variety of complaints such as delays, losses, damages, and secondary complaints, and the slightest lack of attention to the money will be confiscated, and some complaints will even lead to a day's work in vain.
Not only that, the e-commerce platform has a variety of ways to play in an endless stream, take the "refund only" model launched last year, for example, which enriches the consumer experience of the client and improves the service quality of the platform, but from the perspective of the express delivery industry, the "refund only" model is easy to cause tripartite disputes between merchants, buyers and couriers, and it is easy to get involved in the express link, thus increasing the risk of couriers being complained.
It can be seen that being complained about is a long-standing problem that couriers are accustomed to, which directly affects the income of couriers.
It is reported that the "Express Market Management Measures" will be officially implemented on March 1 this year, and the most interesting point is the increase in the intensity of fines for complaints: (1) without the consent of the user to confirm the receipt of the express mail; (2) Without the user's consent, using smart express boxes, express service stations, or other means to deliver express mail; (3) Throwing or trampling on express mail. The maximum fine amount of the above three types can reach 30,000 yuan!
In the past, the courier brother had this situation, a few thousand yuan a month to complain about the fine is the top of the sky, after March 1, an negligence in your work caused customer complaints, if not handled properly, may have to pay a fine of up to 30,000 yuan!
In the past, due to various factors such as large quantities and complex delivery areas, the service quality would fluctuate. After the gradual popularization of post stations and express cabinets, the difficulty of delivery is also decreasing, so that it is inevitable that there will be negligence in the service content after dependence, and even there will be some tricky practices, encountering some small complaints, anyway, the fine will not be much, simply admit the penalty.
After the new regulations, the large fines that may be generated by the complaint mean that the upgrade of the service is imperative, and the bad work habits in the past will be punished more severely, especially the courier brother who is not familiar with the business and has a bad attitude, must be changed.
The courier's salary is the delivery fee plus the receipt of rewards, why the same courier, some people earn more money and some people earn less, the reason is that the service that earns more money is good, there are fewer complaints, and there are fewer fines, and the gap between the two is reflected in the fine.
And good service is often because of a higher awareness of risk prevention. If the awareness of risk prevention is not good, it will directly affect the salary income of couriers. In fact, the so-called prevention is to do a good job of mouth and leg work. The most common action to do is to keep talking, and to do a good job of communicating with customers, even if there are problems, customers will not easily complain. Leg diligence is to run more and not be afraid of tiredness, hit the ** customer and go upstairs, then let's move, the attitude is better, after all, it is possible to pay a fine of more than 10,000 yuan in the future, and run more without loss.
Therefore, couriers must have the corresponding risk awareness in order to avoid complaints and increase income.
Now from the perspective of the overall industry, brand and even outlets, they are enhancing their awareness of risk prevention. All kinds of signs have clearly shown that the future express industry must be developing in the direction of optimizing services.
From the perspective of the industry, the whole is trying to adapt to the changes in the social environment. From the perspective of the brand, in the face of the fierce battle of the first war, it has become a routine operation to make plans in advance to adjust their own policies, while maintaining network stability and not causing turmoil. From the perspective of outlets, outlets with strong risk awareness will prepare for recruitment, safety and other issues in advance to avoid temporary cramming and high compensation caused by accidents when there is a shortage of personnel.
Nowadays, risk awareness is not only necessary for the entire industry, brand, and outlets. As the group that has the most contact with customers, couriers must manage themselves, improve their services, and enhance their awareness of risk prevention.
Courier is a chore, wind and rain, itself is a profession with extremely high physical fitness requirements, and with the development of the industry gradually towards standardization and systematization, the requirements for couriers are not just to pick up and send everything is as simple as everything. In addition to the physical strength to withstand the wind and rain, the brain must also be able to keep up with various assessments.
Now the industry's assessment of couriers, there are dozens of items at every turn, which step is a little careless to touch the red line of complaints and fines, like walking a tightrope needs to be very careful, which is very demanding for couriers.
It is undeniable that the introduction of various regulations must be beneficial to the long-term development of the express delivery industry, only to put forward higher requirements, to gain more market recognition, express delivery is a dynamic and healthy industry.
At the same time, it should also be seen that the work of front-line express delivery practitioners is hard, and while there are more and more assessments and better and better services, the difficulty of work is also increasing.
Based on this, it is very necessary to increase the income level of couriers accordingly. Countless cases of enterprises have proved that the treatment and service are absolutely positively correlated, and want the horse to run fast, and do not give the horse grazing is definitely not good, I believe that as long as the income is sufficient, the welfare is perfect, the courier brother will be able to make a better service!