Guide: You know that we are weak in appearance, but I don’t know that we are stronger than anyone else.
Introduction:
Li Jing, the host, once wrote in a book: "There has never been an era that can give women such a broad and rich choice, which comes from my promotion, self-realization and self-transcendence. In some fields and industries, women even have more opportunities and gain more respect than men. "
But the inherent prejudice is like a label that is difficult to tear. Even if it is shoveled off, it will still leave glue marks in people’s hearts.
Yang Feifei, who has become the director of the service center, will still be questioned by new users: "Can girls fix their mobile phones?"
Yang Xiaoxue, who has excellent customer service team performance, will still be questioned: "It is not difficult for girls to do customer service well, right?"
Zhang Wenyun, who successfully built an OPPO service expert group and led a 40-member team, still could not escape being asked: "How should women balance their career and family?"
How do women break through the inner and outer walls, tear off the label and shovel off the glue mark at the same time? Today’s heroes-Yang Feifei, Zhang Wenyun and Yang Xiaoxue-use their personal experiences to tell how women try their best to win more respect and possibilities for themselves.
Yang Feifei never thought that she, who studied business administration, would one day become an expert in repairing mobile phones. Initially, Yang Feifei was the front desk of a service center, acting as the "mouth" of the repairman outside the closed mobile phone repair room, and reassuring users with professional communication.
In order to do this "reassurance", Yang Feifei has made great efforts. She humbly asked the maintenance master, and every time she met a question that she couldn’t answer, she got to the bottom of it. The more you learn, the more possibilities you naturally look forward to.
In 2016, OPPO service was upgraded, and the service center was upgraded from closed maintenance in the past to transparent maintenance. In the past, users could not see the process of mobile phone maintenance, which inevitably led to questions and worries. After the transparent maintenance upgrade, users can not only see the engineer’s maintenance face to face, but also ask face to face; Spare parts replaced during maintenance can also be queried through official channels to avoid users’ worries about surcharges and arbitrary charges.
As a result, Yang Feifei’s front desk work was weakened, and she had to find a new way out. Just at that time, the service center maintenance master was understaffed. Yang Feifei thought, since he can be an engineer’s "mouth", why can’t he be an engineer?
But the transition from front desk service to maintenance engineer is far more difficult than Yang Feifei imagined. First of all, I got the qualification certificate, and persistent Feifei got the qualification of junior engineer and moved on to senior engineer. If you want to get a certificate, you have to take the written test, interview and practical operation. As long as there is one unqualified item, you can’t get the certificate, and the passing rate of senior engineers is less than 20%.
After putting the children to sleep at 10 o’clock every night, Yang Feifei began to recite and take notes, and his life was more fulfilling than the college entrance examination. In this way, she abruptly "chewed" the senior engineer qualification certificate.
However, this is only the first level. In addition to professional skills, facing the transparent maintenance of users, courage is a compulsory course. At first, Yang Feifei didn’t dare to repair in front of users. She felt that being watched, the screw would break through the inner screen in the next second. In order to practice her courage, she asked her colleagues to act as users and stare at herself. At first, hand shaking was inevitable, but with more practice and familiarity, you can cope with it.
In the past, users came to the service center to repair their mobile phones, preferring to wait for an afternoon with a male maintenance engineer rather than looking for a "female teacher" like Yang Feifei to repair them. However, the experience of being rejected and left out again and again did not dispel Yang Feifei’s enthusiasm. She said: "No matter whether the user trusts me when he comes, I will definitely make him satisfied when he leaves." Her skill and sincerity touched every user who came to repair it. Now, users who are familiar with the OPPO Service Center in Linhai will directly call Yang Feifei.
Today, she is the director of the OPPO Service Center in Linhai City. In 2022, Yang Feifei’s service center scored full marks in many monthly assessments.
Occupation is gender-neutral. Yang Feifei proved this statement with his own actions. The position of maintenance engineer, boys can do it, girls can do it, even better. Influenced by her, Yang Feifei’s son is also particularly interested in digital products. When his mother is repairing, he watches quietly, and the seeds of technology are quietly planted in the children’s hearts.
This is the way for Yang Feifei to change. She turned "dare not think" into "possibility".
Zhang Wenyun, who is also a mother, also worried after her second child returned to the workplace. Is she unable to keep up with the pace of the company?
Zhang Wenyun, who came to OPPO after graduating from college, is in her 11th year in the company. From the grass-roots level to business operation to team management, she has grown from a young freshman to a unique team core backbone, and her growth is inseparable from the rapid development of the company. However, when she came back after giving birth to a second child, she found that both the adjustment of the company’s organizational structure and the impact of new colleagues, new competition and new perspectives made her feel stressed.
At the same time, she gradually realized that in the past, in the core business, the company was also developing at a high speed and could continuously prove its value; But if the business is no longer the core, do you still have the confidence to play your own value? It can be said that she has come smoothly from the newcomers in the workplace and received a lot of support and help. When she becomes an old employee of the company, can she also sum up experience and help more young people to avoid detours and become a light for others? Zhang Wenyun seems to have found the breakthrough point of career bottleneck.
In 2020, OPPO pushed the NPS project. As the first project member, Zhang Wenyun found his initial intention to enter the OPPO service. No matter how big the company is and how much business is laid, users are still the foundation and foundation of service.
She went to the front line, thought of the front, stood from the user’s point of view and listened to the user’s voice at close range. Although "land reclamation" is hard, but watching the business continue to open up more possibilities, users continue to praise, Zhang Wenyun once again found the head of work and his own value.
Zhang Wenyun and Yang Feifei are wives and mothers, but these roles do not prevent them from becoming independent experts in the workplace. They have broken through the two "heart walls" of women’s workplace, which are blocked by external prejudices and bound by internal self.
The real strength of women is that they no longer set limits on themselves and live a wonderful life every day. Because life is like a play, if it is a play, there will be calm waves, and there will be climaxes, so you don’t have to care about other people’s comments. Take root down, grow up, and live a new height on this limited life road.
"The work of telephone customer service is indeed more difficult than expected." Yang Xiaoxue went through the three-certificate examination and a month-long training before he successfully took up his post. However, she didn’t fully adapt to the customer service work at first, especially when communicating with strangers. Her hands were shaking at the first connection, but Yang Xiaoxue’s personality created her strong personality. Since she chose it, she must stick to it.
As a customer service, helping users to deal with problems online requires very strong problem positioning and emotional appeasement. Compared with offline services that can see problems face to face, online customer service can only speculate and locate user problems through user descriptions. At the same time, some users often come with emotions because the problems are not solved. Calm down the user’s emotions first, and then solve the problem, which has become the daily life of Yang Xiaoxue’s online customer service.
For Yang Xiaoxue, it is not only necessary to help users solve problems, but also to bring users a sense of security.
Especially for the elderly whose children are not around, customer service is often the only way to solve their mobile phone problems. On one occasion, Yang Xiaoxue received a special call for help. The other party was an illiterate old man, and his children were not around, so there was no way to help him operate. Yang Xiaoxue found an identical mobile phone, operating and answering. Although the service time of this call is several times that of other calls, it can effectively solve the problem for the elderly, which makes her feel very fulfilled and finds the meaning of customer service.
Yang Xiaoxue’s customer service work is not always smooth sailing. Many girls who came in with her at the same time left because of the pressure, which sometimes comes from harassing calls late at night. Sometimes a bad review requires 30 favorable reviews to pull back the assessment pressure; Sometimes it is a return visit that is not done in place, and it is complained by users …
But the idea of "leaving" never appeared in Yang Xiaoxue’s mind. In her words, "I am competing with myself". From the former "social fear sprouting new" to today’s "among the best", Yang Xiaoxue gave himself a more independent confidence with excellent strength.
Zhang Wenyun is also "competing with himself".
In 2021, the Find X3 series, a high-end product of OPPO, went on the market, and the OPPO service also upgraded the user service system. It is necessary to build a customer service team completely different from the traditional customer service from 0 to 1-"service expert group".
Zhang Wenyun volunteered. For her, the service expert group is another decision to be close to users and return to the original heart.Since it is the right way, why hesitate?
But everything starts from zero, and what role, positioning and resources the service expert group needs, Zhang Wenyun is completely groping across the river. In the expert group training system, it is required to go through more than two months of in-depth training from entry to formal employment in order to master systematic professional knowledge and service skills. However, due to lack of experience, recruitment, training and operation management have not been taken into account, and the team mobility is very high, and the business indicators are not up to standard.
In the first three months, Zhang Wenyun experienced a "dark moment" in the past 10 years. Brand-new challenges, brand-new work content, Zhang Wenyun dare not stop at the same place, because stopping will definitely fail.
Once people compete with themselves, the hardest thing to say is to give up. Zhang Wenyun survived those three months and gradually found a way. Both training and management were gradually on the right track, and the team gradually stabilized.
The "service expert group" is different from the general customer service. The team adheres to the concept of thinking more about users and taking one step further, and actively provides appointment services when users need it; Provide diversified tutorials for users who have difficult problems with their computers; Understand the real pain points of users, treat users as friends, and be anxious for users … ……OPPO service has achieved the ultimate in innovation and service upgrade.
Talking about family issues, Zhang Wenyun also said frankly: "Work and family cannot be completely balanced. If you invest more in your work, you will always pay less for your family." Fortunately, her parents and husband are very supportive of her work, and her family has become the most stable "rear area" when she is in the forefront of the workplace.
Wen-yun zhang also said:"The balance between family and career should not only torture women. Both men and women will face the same problem, but everyone defaults that women should pay more for their families. "
Nowadays, Zhang Wenyun and Yang Xiaoxue are struggling to grow towards their desired goals. In the days when they are sailing against the current, they take root hard. When riding the wind and waves, it will grow up again. They use tenacity and indomitable spirit to interpret the meaning of not giving up, break through difficulties again and again and win for themselves.
For OPPO services, a person’s role is not only related to themselves.
Every hotline customer service and maintenance engineer has undergone strict screening and professional training; For outstanding talents, OPPO also provides them with growth and promotion channels. They not only live as light themselves, but also become the light of users and teams.
In traditional values, women are often associated with "weakness" and "meekness". Another example is the trouble of Yang Feifei and Zhang Wenyun-people will only say that gentleness is the advantage of women, but they often ignore that they can also play their roles through technical strength and leadership. This is their former cocoon house.
Now, they are rushing out of the cocoon house and turning into butterflies.
Their growth is also closely related to the growth of OPPO services.
In 2008, OPPO service had its first service center in Beijing;
In 2009, the service hotline opened 7 * 24 hours online;
In 2016, closed maintenance was upgraded to transparent maintenance. In the same year, the service of sending and repairing was launched, which brought more convenient service and experience to users;
In 2017, a one-hour quick repair service was launched;
In 2018, on-site maintenance was launched;
In 2019, O School was launched to learn to play computer games with enthusiasts.
In 2021, the service expert group was established.
In 2022, with the Find N2 series, the screen breakage protection products of 1V1 exclusive service housekeeper and internal and external screens were launched.
Every change brings together excellent female strength; Every progress is a two-way trip between OPPO services and partners.
For women, it is not only Women’s Day that they should be respected and applauded, and it is worth celebrating. Every day when we explore the possibility of women’s development, every progress is worth remembering.
Finally, at the end of Fang Qi’s words, she said, "Why does a girl fight so hard? Because life won’t look at you as a girl, so go easy on her. You see that we are short, but we can’t see our inner strength; You know that we are weak in appearance, but I don’t know that we are stronger than anyone else. "
