N-A-A Chapter 11 The "Temptation" of After-Sales Work
Chapter 11 The "Temptation" of After-Sales Work
Around 10 a.m., Mr. Liao arrived, his trunk filled with the newly arrived machines.
Zhong Liang took Ye Chen to move the new machine. Today's General Manager Liao was completely different from when Ye Chen first met him.
Mr. Liao was portly, with a friendly smile on his chubby face. When Ye Chen approached, he would greet him proactively: "Hello, Chen!"
"Hello, Mr. Liao!" Ye Chen responded, stood still, and then said nothing more.
Seeing Ye Chen's expression, Zhong Liang said with exasperation, "What are you standing there for? Move the machine into the office!"
"Ah Chen, did you not sleep well last night?" President Liao looked at Ye Chen and asked, his eyes full of concern.
"Yes, I spent two extra hours looking at some after-sales materials last night," Ye Chen said. "Thank you for your concern, Mr. Liao. I'm fine; I'll just take a nap at noon."
Zhong Liang didn't want to talk to President Liao any longer and urged Ye Chen to hurry up and move the machine. Ye Chen didn't expect that President Liao would actually roll up his sleeves and do it himself. He couldn't help but look at Zhong Liang, whose face was dark.
"What are you looking at me for? Move it!" Zhong Liang stood there with his hands in his pockets, and his face darkened even more when he saw Ye Chen looking him over.
"Ah Chen, ignore him and come over and lend a hand." President Liao ignored him and beckoned Ye Chen to come and help.
Ye Chen walked past Zhong Liang to the back of the car. General Manager Liao was bent over, carrying a stack of boxes, which Ye Chen quickly took. Without looking up, General Manager Liao said while tidying the trunk, "Liang, give me a hand."
Despite his reluctance, Zhong Liang reached out and took the other stack of boxes.
Back in his office, Zhong Liang piled the boxes in a corner and turned to Ye Chen, saying, "These need to be put on the shelves tomorrow. You and Brother Sheng can work overtime tonight and check them all."
Ye Chen nodded, but his gaze was drawn to the two brand-new books in General Manager Liao's hands. The spines of the books were printed with "The Art of Communication" and "Customer Service Skills".
General Manager Liao handed the books to Ye Chen, saying, "I heard from Ah Sheng that you've started learning about after-sales service. Here, take these two books for your reference."
Zhong Liang glanced at it, his face full of disdain: "If this book were useful, it wouldn't be so hard to recruit people for after-sales service."
Ye Chen ignored Zhong Liang, took the book with both hands, and said, "Thank you, President Liao."
"Ah Liang is right. After-sales service is a skill. These two books are just for reference. You need to figure out your own sales techniques." After saying this, General Manager Liao hesitated for a long time.
"Where's your precious after-sales service guide? Take it out, or are you ashamed to show it?" Zhong Liang glanced at President Liao, and Ye Chen felt grateful. Zhong Liang was trying to entice President Liao to bring out a better book.
General Manager Liao sighed, accepting Zhong Liang's provocation. He opened his desk drawer, took out a yellowed notebook, and placed it on top of two new books. "This notebook contains some after-sales cases I recorded a few years ago. It also contains some sales scripts that I created myself. You can use it as a reference."
President Liao's face showed a proud expression, which made Zhong Liang's lips twitch, while Ye Chen thanked him repeatedly.
General Manager Liao waved his hand, turned to Zhong Liang and said, "Liang, if there's nothing else, I'll be going now."
Without waiting for Zhong Liang's response, he walked straight out. Zhong Liang took the notebook from Ye Chen and said, "This notebook is worth studying. Brother Sheng's after-sales service skills were all trained by Lao Liao."
Ye Chen was surprised. Zhong Liang added, "Don't let that fatso's frail appearance fool you, he's got some skills, otherwise he wouldn't be able to open so many stores."
He glanced at Zhong Liang, who had a sharp tongue but a kind heart, and recalled Lin Feng's insistence on not letting him touch the hacked book last night, Aya's concern, Chen Jiao's coffee, Yue Sheng's bound rare book, Sister Shuang's advice, and President Liao's notebook today. Ye Chen sighed inwardly; he had only spent five days with these people from Huayu, but it felt like many years had passed.
The warmth of humanity is hidden in these small acts of care.
During his lunch break, Ye Chen buried himself in books, gaining a new understanding of hacking and jailbreaking.
The author's unique explanation of the cracking method is very detailed. In short, since the release of Symbian S60 v3 and above, a new official security authentication was added, requiring a "signing" process to install software. After cracking, any unsigned software can be installed, greatly expanding the phone's playability and functionality.
For certain grey market mobile phones, network locks, software locks, or built-in carrier-customized software can be removed by cracking these restrictions.
This is the core benefit for smartphone enthusiasts, and for after-sales service, professional after-sales "brick recovery" and troubleshooting will become the core competitiveness of the store.
They can even provide one-stop software installation services, thereby increasing sales and shifting the price war towards a value war and a service war.
The risks of cracking and "unbricking" are extremely high, while the emergence of jailbreaking has reduced the risks of current cracking.
He glanced at the Nokia 1100 on the bedside table, a bitter feeling rising in his heart. He desperately wanted an N73 to practice on right away. Now, he could only look forward to the inspection of the devices that evening.
After dinner, before it was time for his shift to change, Ye Chen arrived at the sales back office early, where Yue Sheng was packing up machines to be returned for after-sales service.
He seemed to see through Ye Chen's restlessness and said, "Haste makes waste."
Yue Sheng asked Ye Chen to go down and write two posters. Ye Chen was embarrassed because he hadn't looked at the poster tutorial!
"Just write whatever you want," Yue Sheng said.
Upon hearing this, Ye Chen breathed a sigh of relief, spread out the poster paper, and began writing stroke by stroke.
Aya arrived silently and glanced at the poster. She covered her mouth and chuckled, trying not to laugh out loud.
Raymond Lam, however, exposed her: "Just laugh if you want to. The caterpillars he wrote are kind of funny."
Yue Sheng put down the tape in his hand and his gaze fell on the poster in front of Ye Chen... He didn't laugh and said softly, "You used the wrong pen."
Ye Chen didn't feel embarrassed at all and said, "It's a success that my first piece of writing made you all laugh so much."
"Oh dear, a tree without bark will surely die, and a person without shame is invincible," Lin Feng said disdainfully to Ye Chen, then added, "Aya's right here, aren't you going to stutter anymore?"
Aya rolled her eyes at Lin Feng, who said, "Wow, that eye roll is pretty, Aya, do it again."
Aya ignored Lin Feng's banter and said to Ye Chen, "Brother Chen, as expected of a high school student, your handwriting is quite good."
"Yes, your handwriting is quite good," Yue Sheng nodded and said. "With a little more practice, you can do it."
Speaking of handwriting, Ye Chen thought of his older brother, who studied communications at South China University of Technology. His handwriting was excellent. Ye Chen had practiced specifically and thought his handwriting was quite good, but when his brother was around, it was just average. Having someone else's child in your own family was a disaster for the siblings.
……
The colleagues on the night shift had all gone to eat, and Aya and the others had gone to the counter, leaving Ye Chen alone in the sales back office, looking down at General Manager Liao's laptop.
Just then, a middle-aged man entered through the door. He was dressed in an expensive suit and leather shoes. Despite his gentle and refined demeanor, a hint of anxiety appeared on his face as he headed straight for the sales back office.
When the middle-aged man saw Ye Chen in the sales back office, he was taken aback. He then asked, "Young man, where's your after-sales service?"
"He went to eat," Ye Chen replied. "He'll probably be back in about an hour. Would you like to come back later, or should I register you and he can call you then?"
"I have a meeting at 7 p.m., and my phone is having some problems right now. Could you take a look and see if you can fix it?" the middle-aged man asked, handing over a Nokia N95.
Ye Chen took the phone and saw "SIM card invalid" displayed on the screen. His breathing became rapid; the network lock cracking program had malfunctioned. Network lock issues usually occur with customized phones from telecommunications service providers. High-end phones like the Huayu N95 are mainland China versions, priced around 5000 yuan. This phone was most likely not sold by Huayu.
According to Mr. Liao's after-sales notes, customers are usually asked to show proof of purchase from our store first. If they do not have proof of purchase, our store is not obligated to provide after-sales service to non-customers.
For Ye Chen, who was just starting to research smartphone hacking, this kind of after-sales service might only be available once. It was a huge temptation, as it was the key to unlocking theoretical doubts.
"How is it, little one?" The middle-aged man leaned forward slightly, his voice gentle. "Is it alright?"
Ye Chen was torn. If he took the task on his own, the risk of cracking the code would be extremely high. If he failed, he would face compensation of several thousand yuan, given that he only had a few dozen yuan on him. It was worth it to verify whether the technology was worthwhile.
The "SIM card invalid" message flashing on the N95 screen in Ye Chen's hand felt like a drumbeat hitting his heart with each flash, and a voice echoed in his mind: You only have one chance!
The key was in his hand, and he let go of all the rules!