Three Customer Service Cases

On September 15th, Apple released new products such as iPhone 13, iPad mini 6, and iWatch 7. Pre-sales started yesterday. After weighing the discounts on various sales platforms, I chose to place an order on JD.com. As a result, I failed to grab it twice at 8 pm last night and 10 am this morning. Thirteen is indeed fragrant, Wang Shouyi did not deceive me. When checking the email, I found that the Apple business team sent an email titled “Pre-order the new iPhone 13 for your company” precisely at 9:53. I remembered that when I went to the West Lake store to buy a keyboard temporarily two months ago, the clerk suggested going through the corporate channel in the future because I needed an invoice, but I didn’t take it seriously. The next day, the Apple business team called to ask about the purchase purpose, previous purchase channels, purchase discounts, etc. At that time, I told him that I used to buy through offline T1 sales channels, which were cheaper than e-commerce platforms and had special invoices. The Apple business manager immediately suggested that purchasing through the Apple business team in the future can provide special invoices, free delivery, corporate training, and most importantly, unlimited quantity for a single purchase, and consumption can be accumulated. Accumulated to a certain amount can get a discount, etc. I heard it at the time and let it go, didn’t pay much attention.

I tried to reply to this email, explaining my purchase needs. Less than half an hour later, the call came, and it was the business manager from last time. After confirming the demand and informing the delivery time, the order was made in a few minutes. After the corporate payment, the business manager called again to confirm and inform the latest delivery date. The whole process was very professional and smooth.

In recent years, as catchers, the Android family and Hongmeng ecology give people the feeling that they have surpassed Apple in technological innovation and product experience. On the other hand, Apple gives people the feeling that without Jobs, it is becoming more and more mediocre, but Apple is still the leader in global consumer electronics. First, Apple’s technology is advanced, and its self-developed chips have excellent performance. Second, Apple’s ecological experience is superior to all other system ecologies. Third, Apple’s supply chain management level is high, product pricing is stable, and the value retention rate is high. Fourth, the Apple store is very tonal, a landmark of the city, and a hot spot for checking in. The fifth point is its professional customer service, which is the most important point.

In 2018, when I bought a mobile phone at the Colony Park store in Mississippi, the guy in the store was very enthusiastic to help install the APP that is only available in China, and recommended several interesting APPs in the US area. During the period, he also praised Chinese food from time to time. When I returned to China, I accidentally broke the phone screen into pieces. I thought that the little dollars I earned from cross-border trafficking of apples this time might have to be regurgitated to the California chef. I made an appointment to change the screen at the West Lake store. After checking, the engineer said that you bought this abroad and there is no invoice, which is difficult to handle. My heart tightened. While hesitating, the engineer added, I will change it for a brand new National Bank one for you, is that okay? At this time, I said with a little hesitation, it is not impossible. The engineer said again, if you insist on yours, I need to apply, which may take about 2 hours. I said with a little hesitation again, that’s fine. After all, I’m waiting to use it. The internet celebrity with a awl face who also broke the screen next to me was so shocked that her newly sharpened chin was about to dislocate…

Apple’s service is ultimate and natural. It refines countless user needs into principles and then releases them to employees, so that employees agree with Apple’s philosophy from the bottom of their hearts and serve customers enthusiastically. This kind of service is not something that companies that write customers first on the wall and shout slogans loudly can do.

Of course, there are no companies that can’t do it, it’s not that no companies are doing it. I have a car, and I have been maintaining it at the 4S shop that sold it since I bought it. First, it is close to home, and second, this 4S shop is a state-owned enterprise, so I feel more at ease using it. Until recently, the insurance company gave a maintenance for free, which needed to be done at a designated 4S shop. I had never been to this shop before, but this visit was amazing. The master who received me was very professional, so professional that he looked like an engineer sent by the car factory to the 4S shop. Before you could describe the problem, he had already listed the maintenance that should be done for the current mileage of this car, the manufacturer’s recall, and the problems encountered by other car owners on the maintenance list. The IoT version that had been requested many times in the original 4S shop but never upgraded was also actively upgraded. The most amazing thing is that after the maintenance and leaving the store, the 4S shop actually pulled a service group for you alone. In addition to you, there are 7 employees of the 4S shop, including the 4S store manager, technical support, renewal, rescue, etc., giving a feeling of Snow White and the Seven Dwarfs. Next time maintenance, where to go, do you still need to choose?

In addition, there is another hotel that tries to achieve the ultimate service. Recently, the customer history file of this hotel was on the hot search because of the capitalists on the wind and the ultimate service details. The store used an Excel to make the customer portrait profound. I wish the capitalists happiness and joy, the hotel business is booming, and Evergrande Ice Spring sells well.

ps: From now on, the weekly financial part will only be for personal review and will no longer be published

Weekly Events

Evergrande thundered, and executive privacy was leaked.

Weekly Market

Period: 2021-08-30———2021-09-05

This week’s review: The three major indices rose generally this week. The top three wind industry gainers were oil and gas, energy equipment, and healthcare; the top three losers were precious metals, soft drinks, and steel. The top three wind concept gainers were wind power, lithium batteries, and hydrofluoric acid; the top three losers were MCU chips, nickel ore, and rare earth indices.

Market (%)	Index	This Week	1 Week Ago	2 Weeks Ago
Shanghai Composite Index	3613.97	-2.73	3.39	1.69
Shenzhen Component Index	14359.36	-1.66	4.17	-1.78
ChiNext Index	3193.26	2.03	4.19	-1.17
STAR 50	1349.68	-2.51	1.85	-5.37
Hang Seng Index	24920.76	-4.90	1.17	1.95
HSCEI	1105.00	-3.43	2.05	4.12
Hang Seng HK Chinese Companies	3904.77	-3.41	1.10	4.34
Dow Jones Index	34584.88	-0.07	2.36	-0.24
Nasdaq	15043.97	-0.47	-1.41	1.55
S&P 500 Index	4432.99	-0.57	-1.73	0.58

Market (CNY, Billion)	This Week	Previous Week	2 Weeks Ago
Shanghai Stock Connect	-17.05	44.17	175.42
Shenzhen Stock Connect	-71.23	96.48	103.85
Hong Kong Stock Connect	-24.28	82.32	-98.07

Positions

Code	Name	Dynamics of this Period
F001475	E Fund National Defense Industry	Increase
F110005	E Fund Active Growth Hybrid	Increase
F003834	Huaxia Energy Innovation	Increase
F002083	Xinhua Xin Dongli Flexible Allocation Hybrid A	Increase
F519704	BOCOM Advanced Manufacturing Hybrid	Increase
F519196	Wanjia Emerging Blue Chip Flexible Allocation Hybrid	Increase
F011612	Huaxia STAR Market 50 ETF Feeder A	Increase
LKCO	Luokung Technology	Increase