Introduction
The new year is coming, saying goodbye to the old and welcoming the new, year after year. This year, in a flash. In this year, some people have reaped the changes in their own lives, some have promoted the city to change in one way or another, some have provided their own help for the changes in the lives of others, and some people have contributed their own efforts to make the city better...... What they present is the livelihood stories of ordinary people in this city. On the occasion of the Spring Festival, "Ask Beijing" launched a special report "This Year" on "Walking the Grassroots in the New Year", using eight small stories of ordinary people to welcome the arrival of spring in the new year.
"Ask Beijing" (Beijing News and Broadcasting News Hotline 65159063) has reported a number of consumer disputes related to prepayment, and some of these disputes can be resolved in the end, relying on the wisdom and efforts of grassroots staff. Last year, the Tongzhou District Market Supervision and Administration Bureau, the Culture and Tourism Bureau, the Sports Bureau, the Housing and Urban-Rural Development Commission and other departments jointly set up a "special class for refunds", which is to solve the consumer problems in the "immediate handling of complaints". Wang Zhibo is one of the staff responsible for resolving sports consumer disputes, in his eyes, this job sometimes needs to "run a broken leg", sometimes need to "wear out the mouth", and the most important thing is to always maintain responsibility and sincerity.
The birth of the "refund class".
The seventh floor of the Tongzhou District Economic and Information Technology Bureau is the office location of the "refund class" that will be handled immediately after receiving the complaint. The other end of the phone is connected to the consumer, and the staff on the other end of the phone is also ready at all times. Walking through one office after another, Wang Zhibo introduced to the reporters one by one: the first room is the duty room of the "12345" hotline operator; the next few rooms are the working rooms of the market, sports, cultural tourism, commerce, education commission, housing and urban development commission, and other committees and bureaus; and the last room is the "legal aid room", where lawyers will be on duty during working hours to provide free legal advice to the public......
Wang Zhibo: We came to do this on May 8, 2021, when Beijing issued a "No. 8 document", requiring our committees and bureaus to undertake specific work orders. At that time, we were all in various units, let's say me, I was in the sports bureau. On August 30, 2021, (Tongzhou District) set up a special class for refunds, with the Market Bureau as the main body at our level, our Sports Bureau, the Market Bureau, the Culture and Tourism Bureau, the Commerce Bureau, the Education Commission, and the Housing and Urban-Rural Development Commission, mainly our 6 units, all of which have a relatively large number of appeals.
Tongzhou District "Refund Class" Office Location/Photo by Mu Zi
In order to solve the demands, "wear out the skin of the mouth"
Wang Zhibo's Physical Education Department is responsible for the negotiation and resolution of consumer disputes related to fitness and sports training in Tongzhou District. In his experience, one of the biggest characteristics of consumer dispute work orders is that a large number of complaints from different members against the same organization will flood in a short period of time, ranging from a dozen to hundreds. As clerks, they must verify the claims one by one and maintain communication with both parties.
Wang Zhibo: The first process is to contact the claimant first, we need to understand the actual demands of the claimant by phone, some of the demands are inconsistent with the demands on the work order; If it is true, the claimant's main claim needs to be refunded, and we will handle the refund for the claimant and negotiate with the store. An ordinary work order (to complete the process) takes two or three days, and sometimes the volume is relatively large.
Tickets waiting to be processed
Used to be a coach, "there is a place to connect"
Before being transferred to the "refund class" immediately after receiving the complaint, Wang Zhibo was a coach at the Tongzhou District Gymnasium. He has been working in sports training since 1995 and has more than 20 years of experience working directly with consumers. And these front-line experiences can help him do it in his work, on the one hand, empathize with consumers, and on the other hand, consider problems from the perspective of small and medium-sized stores. This balanced perspective is especially important when reconciling the contradictions between the two sides.
Wang Zhibo: Before that, I worked in the stadium center of the Sports Bureau, mainly responsible for swimming training and teaching others to swim. The dry time is longer, that is, the contact with customers is more. (Later, because I was) a party member, (I) obeyed the assignment (came to work here). Many gym owners, I do the same job as him, except that we are public-run, he is privately run, and there is a place for communication.
Wang Zhibo at work/photo by Mu Zi
More importantly, his familiarity with business fields such as swimming fitness and sports training has enabled Wang Zhibo to find a "breakthrough" faster and more accurately in the work of "handling complaints as soon as he receives complaints", and in accordance with the relevant norms of the sports industry, multi-department linkage management and reasonable demands.
Wang Zhibo: The store will have some other problems of this or that, for example, the store may have made a contract by himself, and did not implement the contract regulated by the Municipal Sports Bureau, so do we have to make a report to the relevant safety law enforcement department? Or if I go to any swimming pool, I know how to check, right? First of all, look at the lifeguard certificate, whether there is a post? Or the coach's certificate, have you been on the wall? Including our State General Administration of Sports stipulates that the operation of swimming projects must be handled with a "high-risk certificate". ”。
Contradictions at work, "stay calm first"
Of course, the negotiation process is not always smooth sailing. In the process of negotiating refunds, he has encountered stores that refused to cooperate, and also encountered emotional claimants.
Wang Zhibo: I can only endure it, think of something happy by myself, make a joke with my colleague, let's talk about something else, right? That is, when the claimant hits this ticket, it is very likely that he is not calm, you must first keep calm, first have a peaceful mind to take every ticket seriously.
Receiving commendation, "it means that I didn't lie flat"
From 2022 to 2023, Wang Zhibo was rated as an advanced individual in Tongzhou District for two consecutive years. He said that when he received the commendation, the biggest feeling was that the efforts of himself and his colleagues were seen.
Wang Zhibo: When I got this certificate, it may be a kind of recognition of my work, I don't do it blindly every day, do it perfunctorily, or lie down to do it, we are not in that state. Before May 8, 2021, I brought a 100-degree glasses, and now this is a 250-degree ......
Here, there are many similar stories
As he spoke, he pointed to his colleague Li Jiannan and told reporters that everyone in the "refund class" collective is like this:
Wang Zhibo: We never knew each other, I worked in the Sports Bureau, and people worked in other positions, and now we need to be together because of work. When he came to a work order, he took the trouble to communicate with the claimant and the store. So at that time, it involved 20,000 or 30,000 yuan, and the claimant had to refund the fee, and the store said that he would deduct 30% of your liquidated damages, so Comrade Li Jiannan was really serious and responsible, standing in the perspective of the claimant, repeatedly communicated by telephone, and went to the store several times in winter, and finally coordinated the deduction of 15% to the claimant, which was recognized by the claimant, and the claimant also came to our refund class to send the pennant, which was not easy.
In the new year, "less consumption 'routine'"
Talking about the new year, Wang Zhibo said that on the one hand, he hopes that consumers and businesses will establish more awareness of rights and laws, and less consumption "routines"; on the other hand, he also hopes that the prepaid regulatory system will be implemented as soon as possible, strengthen pre-prevention, in-process supervision, and less post-event disputes.
Wang Zhibo: It is to actively guide every claimant, or every consumer, to carry out rational consumption, correct consumption, and legal consumption.
Xiao Q said
High efficiency in handling complaints immediately
Grassroots personnel are indispensable
Serve the people tirelessly
The crowd was satisfied and laughed high
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Reporter | Muzi Editor丨Muzi
Editor-in-Chief on Duty丨October
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