Abstract:
On October 19,
YTO Express issued an apology tonight for the incident of "customers canceling express delivery orders and being recorded as complaints."
The announcement stated that after receiving the customer's request to cancel the shipment, the franchise outlet involved transmitted wrong information to the courier, causing the courier to mistakenly believe that he was facing a fine, and was overly emotional and used inappropriate words when communicating with the customer. The company sincerely apologizes for the adverse physical and mental impact this incident has had on customers.
According to the announcement, the outlet involved is the Renhe outlet in Yuhang District, Hangzhou City, Zhejiang Province. In response to previous statements made by outlet customer service in interviews with the media, such as "if you go for consultation, it will turn into a work order", "if you enter the line, you will be charged", and "a penalty of 100 yuan will be imposed", etc., YTO has made it clear that these are not true. The company stated that currently all customer incoming calls are received, registered, and classified by customer service staff at the headquarters, and all incoming customer calls do not constitute complaints. As of 19:00 on October 19, only one actual assessment had occurred in this incident. The reason was that the processing of customer complaint work orders was overtime, and the assessment amount for the outlet's customer service personnel was 20 yuan.
In terms of handling measures,
YTO has criticized and educated couriers for their inappropriate words and deeds
, making it clear that they can only be re-employed after passing the training and transferred out of the original service area; the person in charge of network management in Zhejiang Province was punished, and the franchise outlets involved and relevant customer service personnel were notified of criticism and ordered to make rectifications. YTO stated that it will continue to strengthen rectification, training and management in response to problems such as lack of management in provinces, regions and some franchise outlets and deviations in the transmission of system rules.
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