Zhou Shuai, staff member of Kunming Changshui International Airport Service Point of Yunnan Provincial Tourist Return Center: Guard the small window and add color to Yunnan

The staff handles the return of goods for tourists.

In front of the service point of Kunming Changshui International Airport, the Yunnan Provincial Tourist Return Center, at 4 p.m. recently, 5 tourists came to ask "30 days without reason to return". Worried that his colleagues would not be busy alone, Zhou Shuai, who was preparing to leave work, put down his bag while saying to tourists: "Where did you buy it?" Are there any bills? If you have a ticket, you can download the 'Yunnan Tour' App..."

This is the second year that Zhou Shuai has worked at the Kunming Tourist Shopping Return Supervision Center. In the past two years, 4 days a week, she will be on duty at the return service points of the airport, the south high-speed rail station and the Kunming station to help tourists handle returns.

The fastest is only half an hour

The Kunming Changshui International Airport service point is the busiest of the three return service points in Kunming. In 2020, Kunming return service points accepted 1303 return applications, accounting for 74% of the total. The service points of Kunming Changshui International Airport alone accepted 1299 cases.

The airport service is open daily from 8 a.m. to 10 p.m. Eight staff members work in two shifts and take turns on duty. There will be a service from 8 am to 4 pm and a class from 4 pm to 10 pm. Usually, there is 1 staff member on duty per shift. In the winter, summer vacation, holidays and other tourist seasons, more staff will be assigned.

"You download the 'Yunnan Tour' App, fill in the return information online and submit it, the local return supervision center staff will contact you, give you the return address of the merchant, and you use SF Express to send the goods back to the merchant." After the merchant receives the returned goods and verifies that it is correct, it will refund you within 2-3 working days. You can check the progress of the return refund in the App. In this passage, Zhou Shuai sometimes said dozens of times a day.

In the past two years, Zhou Shuai's biggest feeling is that it is "much faster" to handle returns. In May 2019, Yunnan Province began to implement the "30-day no reason return". Zhou Shuai remembers that at that time, it took a long time to handle 1 return from acceptance to reaching a return agreement. "Now, visitors submit return requests online. It takes only 5 minutes from checking the ticket information to receiving it, and the goods can be couriered to the merchant at the airport. The whole process takes only half an hour at the earliest. She said.

In early June, Ms. Zhang, a tourist from Shanxi, bought a jade necklace of more than 3,000 yuan while traveling in Lijiang. When buying, Ms. Zhang liked it, but after wearing it for two days, she didn't like it so much, and at Kunming Changshui International Airport, she found a service point to handle the return.

Under the guidance of Zhou Shuai, Ms. Zhang downloaded the "Yunnan Tour" app, filled in the product type, name, place of purchase, store name, purchase amount, purchase time, telephone, ID card number and other information and submitted. Within a few minutes, I received a WeChat friend application from the staff of the Lijiang Return Supervision Center. After that, Ms. Zhang sent the photos of the goods and shopping vouchers that Zhou Shuai had taken for her to the staff of the Lijiang Return Supervision Center, and soon received the delivery address of the merchant. It took less than 40 minutes from downloading the app to sending the goods by courier.

From one workbench to one service point

When helping tourists to handle returns, the staff of the service point uses the method of guiding tourists to fill in and submit. There is only one link that will be done on its own - to help tourists take photos of return vouchers such as goods and shopping invoices.

"Although the 16 states and cities in the province all use the same return process, there will be some differences in the specific operation. For example, the goods provided by tourists and the photos of shopping invoice vouchers may be slightly different from state to state. We guide visitors directly on site, saving visitors time when they need to provide it later. Zhou Shuai said.

The data shows that more than 70% of the return applications accepted by the Kunming Tourist Shopping Return Supervision Center involve Dali, Lijiang and other prefectures and cities. This is because Kunming is a tourist reception and distribution center in Yunnan, and many tourists shop in Dali, Lijiang and other states and cities, often choosing to return from Kunming.

In May this year, SF Express counters were added to the airport service points. After receiving the business address, tourists can send the goods at the service point as soon as possible. "I bought a jadeite pendant in Dali. Come to Kunming Airport Return Service Point to handle the return, submit a return application at the counter, and send it out at the counter. convenient! Mr. Li, a tourist from Jiangxi, said.

According to the data of Kunming Tourist Shopping Return Supervision Center, at present, Kunming's "30-day no reason to return" has been able to accept the return application within 5 minutes, reach a return agreement within 4 hours, the shortest 2 hours, the longest is not more than 72 hours to complete, to achieve the return application acceptance, settlement and tourist satisfaction 3 100%.

The daily work is very tedious, but seeing tourists return the goods and go through the security check with peace of mind gives Zhou Shuai and his colleagues a sense of satisfaction. "Sometimes when I encounter emotional tourists, I will also be aggrieved. But consider that they are emotional because they are in a hurry to return the goods, and you can understand. Zhou Shuai said that the service point staff has a work group. In addition to daily work, everyone often communicates in the group about "how to deal with difficult situations, how to deal with tourists who are more emotional", and gradually summarize a set of effective working methods.

The airport return service point originally had only a simple workbench, but now it has become a comprehensive counter integrating return consultation and delivery. "We are directly facing tourists who come to Yunnan. Whether it is tourists who come to inquire about returns, or tourists who ask for luggage storage and where to apply for a temporary ID card, we will try to provide guidance. Because we are a window of yunnan tourism services. Guard this window and make your own contribution to Yunnan tourism. Zhou Shuai said. (Kunming Daily Chief Reporter Li Sifan)

comments

Add color to Yunnan with sincerity

Tourism is the signboard of Yunnan, but I don't know when this signboard has been blackened by "low-cost tourism" and "compulsory shopping".

In recent years, due to the expansion of the scale and the continuous enrichment of the tourism industry, it has become increasingly difficult for government departments to manage the industry. Some opportunistic and even fraudulent travel products have quietly grown with the help of the Internet.

Searching for "Yunnan Tourism" on the Internet, the easiest thing to see on the Internet is not "poetry and far away", but negative news such as "tour guide scolding" and "sky-high price bracelet". Most of the root causes of these problems stem from "unreasonable low-price tours". Knowing that the price is outrageous, there are always some tourists who take advantage of the risk. There is no free lunch in the world, and in the end, tourists spend a lot of money to buy cheap goods, and the tourism image of Yunnan is also damaged.

In recent years, for "unreasonable low-cost tourism", government departments have spent great efforts to deal with it. From the release of guidance prices, restricting tour groups from shopping in stores to continuously issuing consumption tips, and then to the "no reason to return" of the tourism industry that has been fully operated, one "big move" has truly solved many problems for tourists and won the praise of tourists.

Looking at the national tourism industry, it is absolutely rare that the administrative forces of the government can promote the "no reason return" of the tourism industry like Yunnan, and put it into action efficiently at airports, stations and other windows.

Through this small window, we can see the sincerity of government departments in providing good services to tourists, the actions of doing heart-warming and practical things for tourists, and the firm confidence of maintaining the benign development of the tourism market. (Li Jing)