I have a flow system

Chapter 98 Is there a quality problem in the cake hand?
"Why did the sales drop?" After Liu Bin got to work, he looked at the real-time sales data for the first time and found that the pastry products had dropped by nearly 5% compared with the same period yesterday.

Now it will be Double Eleven in more than two weeks, and many consumers have already entered a state of preparation.

However, the performance of the company's pastries has always been on the rise. Even though it has been getting closer to the big promotion node recently and the growth has slowed down, it has not reached the point of decline.

Therefore, Liu Bin felt a little strange.

Liu Bin looked at his four assistants, but each of them also looked confused.

"I'm going to ask the customer service department to see if there are any unusual inquiries from consumers." Zhao Yan stood up and said, she is Liu Bin's 'old assistant' and she still has some experience.

At the same time, Liu Bin also spoke to other people in the office.

"You check some public opinion platforms to see if there are any unusual news." After Liu Bin finished explaining.

At the same time, the customer service department has abnormal customer service dynamics.

"I read in the comments that the pastry is broken now, and the quality has dropped?"

"Darling, the quality hasn't dropped, it's still the original recipe, the original craftsmanship."

"What are those bad reviews in the comments?"

"Darling, we are also investigating here, but there is no result yet. You are an old customer, so you should know that our company pays the most attention to quality."

"OK then"

"I read in the comments that the product contains fly eggs. What's the matter? It's too disgusting. I dare not eat the product that just arrived.?"

"Dear, we are following up on what you said, but you can rest assured about the quality of the products. Our production workshop is a million-level aseptic production workshop, which is of medical grade, which can be regarded as the hygienic level of the industry's ceiling. gone."

"I want to return it, unscrupulous profiteer"

"My dear, what can I do to help you? We need to go through the financial review process for the refund, and we will definitely deal with it for you. If you have any dissatisfaction, you can easily disclose it."

Zhao Yan had just arrived at the customer service department, and Liu Li, the head of the customer service department, was also going to look for Liu Bin.

So in less than 5 minutes, Liu Bin got the user feedback report summarized by the customer service department.

"Mr. Liu, there have been a few occasionally in the past few days, but we have a large order, so we don't care too much here. We will collect them and send them out when we prepare the weekly report."

"But today there are a lot more, which almost affects the normal reception of customers by the customer service department."

"This kind of thing has never happened before. Is there something wrong with our product?" Liu Li also looked sad.

This kind of thing has never happened before, although the customer service department not only has to deal with pre-sales, but also after-sales.

However, in the past after-sales, most of them were some problems with logistics and express delivery, and there were very, very few product quality problems.

But recently it suddenly seemed to explode.

This situation was very abnormal, which made her wonder if something went wrong in the company.

And Liu Bin's complexion is not good now, it will be Double Eleven soon, and now the factory is stepping up efforts to purchase and produce.

At this time, we have to make a big moth, how can we sell goods on Double Eleven?
The more you sell, the more customer complaints, and in the end, the lack of guarantee will ruin the brand.

"Have a meeting with your colleagues in the customer service department to appease the consumers first, and continue to count the data. In addition, I will remove some links with a lot of customer complaints and feedback later." Liu Bin finally decided.

Liu Bin looked at Wu Zhou's office subconsciously, but there was no one in the office at the moment.

Moreover, although the performance of the pastry category is not bad, compared to the entire company, the proportion is not high, and it is not enough to alarm Wu Zhou.

Liu Bin decided to deal with this matter by himself first to find out the reason.

Send the problem report directly to the production workshop, then make a phone call, explain the situation roughly, and ask them to check in every link, what is the reason, according to the feedback from the customer service department, the production time of the product, let them focus on investigation Look at the product issues during that time.

I have to give him the result today, and if I can't give it, I will work overtime.
After that, Liu Bin drove directly to the company's warehouse.

Without notifying anyone, after arriving, I went directly to the cargo storage room and packing room.
"What's the matter, Mr. Liu, is there any problem?" Wang Wei asked Liu Bin suspiciously. He said that the company's warehouse manager was responsible for the problems that occurred in the warehouse.

So Liu Bin came here uninvited, and his face was ugly, he was a little bit guilty.

"Wang Wei, are there any abnormalities in our warehouse recently, such as moths in the warehouse or some products that were damaged and deteriorated before packaging?"

"There must be moths, flying around, and I recently bought a few mosquito killer lamps."

Wang Wei said, but there seemed to be something wrong with Liu Bin's face.

"Has the sales department reported any problems in our warehouse?"

Liu Bin briefly described the incident.

Wang Wei frowned, recalling the entire process of the product from purchase, disinfection, sorting, packaging, and delivery.

"Mr. Liu, go to my office and rest for a while. I'll check the situation now."

"No, let's go together, save time, this matter must be resolved as soon as possible, every minute the product is taken off the shelf is money."

"Well, let's go together."

Wang Wei first took Liu Bin to the warehouse, greeted some warehouse sorting staff, and took a look at the returned goods, and then they also randomly opened more than 30 boxes of old goods in stock.

As more and more were opened, none of the problematic goods were found, not a single one
Regardless of whether it is a returned item or an old item that has not been issued.

Ask the warehouse to sort employees, and recall, have you encountered any problems such as product damage during this period, and have you seen any problems such as moths when packing.

"Mr. Liu, our sorting workshop is closed separately. There are three steps of killing the goods, including purchasing, sorting, and shipping. Those moths and the like will definitely not be able to fly in. It will definitely be wiped out, so the problem will definitely not appear in our warehouse."

Followed up and checked the quality inspection report and the like
No exception was found.

After three o'clock in the afternoon, the production workshop gave a problem investigation report, which was similar to that of the warehouse, and no problems were found.

The production workshop standard of the company is medical grade, the ceiling of the food industry, and the whole production process can use machines and resolutely do not use manual labor, so the possibility of manual negligence is very low.

Therefore, after a whole day of investigation, Liu Bin found nothing.

Looking at the link that was taken off the shelf for a day, Liu Bin was speechless.

The customer service department is still collecting questions.

After Liu Bin returned to the office, he has been reading product reviews.

After browsing for about an hour, when Liu Bin was about to think in another direction to find the cause of the problem.

Suddenly saw a review.

A consumer said that the user level is relatively high for posting pictures, adding, and negative reviews.

'I thought the bakery's pastries were just delicious, but I didn't expect them to be supplemented with iron/vomit" and posted a photo of a pastry with a rusty wire in it.

one more.

"Look, the pastry made by Baker's Price is not only delicious, but also high in nutrition and protein. It's so fucking fresh./vomit."

"Excuse me, is this a new way of eating cakes, with silk, you guys are going to smash the signboard of Qiao Fei's house."

"There are actually moths in the product, and one of the bags still smells musty. These products are all within the warranty period. There are serious quality problems. The customer service only refunds the refund. I am very disappointed with Qiao Fei's family!!"

"."

Liu Bin sent a message to Liu Li.

"Liu Li, ask the customer service department to count the names of Wangwang and the delivery address of these consumers with bad reviews"

"But most of them are anonymous."

"Even if it is anonymous, there is still information at the beginning and end, as well as the level of the consumer platform. Use these details to find these consumers. In addition, those consumers who took the initiative to find our customer service also check their delivery address and membership level. .”

(End of this chapter)