"You write what is decided by the day after tomorrow, but you can write well what is determined by the day. If my parents were governors or ministers, then I must not have written such a novel, but you are a peasant, and to this day your family is still living in that land, so you can write such a novel. Everyone's writing cannot be separated from his origins, nor from the experiences of his youth. -----Writer Yan Lianke
Before reading "Them", I didn't even know the existence of the writer Yan Lianke, and the words of good writers always have a charming appeal, even if it is just to write a short paragraph of parents, it can be refreshing. There are no shocking stories in the book, but only memories and records of his mother, aunt, aunt, sister and other women when he was growing up. Their circle of life is very small, busy in the courtyard land, running on the field path, some have never left the countryside in their lives, have not gone to the outside world to see, just according to their own growth trajectory, marriage, children, labor, and live their lives.
After reading "Them", I was reminded of my grandmother, and I also reminded me of the little sisters who had worked diligently with me on the telecommunications window for decades, "they" were as ordinary as the women in the book, but they were really great.
First, the service radius of Grandma's "reliability"
My grandmother was an old lady, wrapped in a pair of small feet, who served all her life at the table stove, in the field, left and right neighbors, and never even left the small village. I remember when I was 8 years old, I spent the summer vacation at my grandmother's house, my grandmother put the freshly cooked potato shreds on the plate, the fire under the stove was burning vigorously, she told me to bring the dishes to the table in the hall, I trotted all the way with the potato shreds, sent to the dinner table, only to hear my grandmother shouting in the kitchen: Lotus seeds, don't burn your hands, if it is hot, you will throw it oh... In the 70s, when materials were so scarce, how much Grandma attached to her "service recipients"... The stage of the dinner table is an excellent platform for Grandma to play the advantages of service, a large family of 8-9 people eat, Grandma is always sitting in the corner of the table, watching us eat attentively, observing at any time that someone needs to add soup, add rice or extra spices, and provide services at the first time. Wait until we've all finished eating, and then start our own three meals a day, pots and pans... In the days of Grandma's "service", the sun is warm, the spring breeze is blowing, and everything seems natural and "reliable".
Second, our "reliable" service radius
The changes of the times have expanded the service radius and upgraded the content of the service, we women are no longer pot stoves, I joined the after-sales service platform of the information service industry with a group of little sisters, serving tens of millions of users in Shanghai
In the era of traditional call centers, we eat, rest most often talk about "telephone service skills", how to meet in the voice communication, so that customers can "hear the smile", "perception and reassurance", we constantly deliberate on the communication skills, for example: in the data analysis, we found that in the busy repair telephone, manual input of door-to-door time and contact number, there is a error rate of about 0.6%, nearly 20,000 times a day, this 0.6% is completely within the fault tolerance rate, but our little sister proposed , this for us is 0.6%, but the user is 100%, is an important factor affecting the user's satisfaction, after repeated discussion, we changed the language to: If you arrive at the door-to-door period, there is still no after-sales maintenance personnel contact, please call us again, let us confirm the specific reason for you ... In this way, it not only reduces the default rate, but also makes users feel that we are a "reliable" service window.
Entering the Internet era, from the era of AI intelligence, "everyone service", into the "human-machine service" model, how to let users feel the "interface temperature", in the page process design, our little sisters always repeatedly ponder, deliberate, test not only their own test, but also invite parents, grandparents to participate in the test together, in order to capture the service needs of all ages, the interface, the process continues to optimize, improve, so that users feel that behind is a "reliable" team.
"They" rely on the land and the city, cry and make trouble, but also love to talk and laugh, compose their own lives and destinies in the music of the countryside and the city, and keep their own life trajectory in the changes of society and the changes of the times.