The reason for writing this article is that I encountered something in the morning, and I applied for an electronic invoice on the Alibaba Cloud website.
As shown below:
At around 9 o'clock in the morning, I applied for two invoices from the Alibaba Cloud background, one for more than 10,000 yuan. A 300 yuan invoice of more than 10,000 yuan applied for first, and then an invoice of 300 yuan.
As a result,The latter invoice of 300 yuan was issued within 5 minutes。
Popularize knowledge:
For the business of electronic invoices, the system should be fully automated to operate, that is, some customers have applied for electronic invoices by themselves, generallyThe system can be opened automatically without manual interventionFor a large company like Alibaba Cloud, the system automatically invoicing is undoubted, and whether to apply for a large amount is another matter.
Technical level analysis:
When a user applies for an electronic invoice in the business system, how should the system work? If I do it, there are two situations: one is parallel, that is, multi-threaded, and the other is serial (queue mode), that is, queuing mode, and the system will issue invoices in turn according to the order of application.
According to my situation, if Alibaba Cloud adopts the message queue method, the invoice of 300 yuan cannot be successfully invoiced before the invoice of more than 10,000 yuan that I applied for is issued. (Unless the large invoice has been reviewed and not thrown into the message queue)
11 o'clock (2 hours):
I contacted the online manual customer service, nearly 2 hours have passed since the application for invoicing, the customer service told me not to worry, let me wait, so, I continued to wait.
12 o'clock (3 hours):
I contacted the online customer service again and explained the situation, and the customer service said to expedite me and let me continue to wait, so I continued to wait.
14 o'clock (5 hours):
I contacted customer service again, explained the situation carefully to customer service, and the conversation was as follows:
Customer service: Hello, here to help you expedite, do you think it's okay? Please apply again
Me: The key is that expediting is useless, and it's not your manual invoicing
Customer Service: I'm very sorry! Inconvenience!
Me: You give feedback upwards, the electronic invoice has been issued for 5 hours, this is an automated operation of the system, not manual invoicing
Me: You ask if this time is normal, if not, it's useless for me to wait a week
Me: I don't know if you understand what I mean
Customer service: Hello, it may be the reason for your invoicing quota, and you need to review and issue invoices here
Customer service: Please wait a moment
Me: Can you give a positive answer? Is there a process of auditing and invoicing, don't say "maybe" such an ambiguous thing, aren't you in charge of finance? Why is the answer to this matter so vague?
Customer service: Hello, I just got the news here, the electronic invoice is being restored, please wait half an hour, I'm very sorry!
Customer service: Hello, because of system reasons, Alibaba Cloud deeply apologizes to you! Please wait for half an hour, the Alibaba Cloud electronic invoice system is being restored, please wait
The customer service is probably not very familiar with the business system, and only understands simple questions and answers. The customer service also said: It may be necessary to review, vague, I am still a special contact financial customer service, this customer service is not even clear whether the most basic need to be reviewed, it can be seen。。。。。。
Me: Can you give a positive answer? Is there a process of auditing and invoicing, don't say "maybe" such an ambiguous thing, aren't you in charge of finance? Why is the answer to this matter so vague?
Finally, the customer service replied to me that "because of system reasons, Alibaba Cloud deeply apologizes to you!" Please wait for half an hour, the Alibaba Cloud electronic invoice system is being restored, please wait."
Why did I wait so long?
Because, the invoice I issued is 15-19 years now, the cumulative amount of more than 4 years, considering the 4-year bill, I don't know how they are saved, in terms of reading and writing and calculation, it may take a long time, so I waited so long. 5 hours later, I felt that something was wrong.
Think:
This incident, not to say that I am accusing Alibaba Cloud Company, this is actually a common problem of large companies, through this incident, gave me some thinking, customer service such a small thing or simple thing many people are unwilling to do, but someone must do it, people who do these things, generally do not need very professional knowledge, training can be done for a day, or even outsourced, resulting in some things can not be immediately fed back to the superior,Because the customer service knowledge is too shallow, when encountering a very serious matter, it may be treated as a trivial matter, and it may not even be reported to the superior。
I feel that customer service should have a hierarchical system, for example: 1 customer service manager leads 20 grassroots customer service, the customer service manager must understand various businesses, and it is the company's, not an outsourcing company, and the knowledge system is strong enough, of course, the salary must be sufficient.
If the grassroots customer service encounters a problem, go directly to the manager to solve it, or transfer to the superior customer service, I feel that the 10086 customer service is doing a good job, and the things that the grassroots customer service cannot solve often help me transfer to the superior customer service, instead of blindly perfunctory and comforting customers.
Comfort, apology, and perfunctory cannot solve the problem, and the customer does not want to make it difficult for you, but just wants to solve the problem.
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Posted on 3/15/2019 2:59:16 PM
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Posted on 3/15/2019 10:29:53 PM
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