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Section Chief Jo Min-Hyeok stopped in his tracks and looked back at the door of the CEO’s office. Then, as if making up his mind, he headed back in.
“Mr. Min?”
“Yes. Mr. Jo? Do you have anything else to say?”
“The number of cancellation requests is increasing at an absurd rate. Is it really okay to unconditionally process returns and exchanges? I’m sorry, this kind of thing is so unprecedented for It’s...”
Oh my. This guy has been completely fooled.
Well, there was no harm in confirming once more. Section Chief Jo’s expression was telling. His complexion had been getting darker since he checked the Home Run cancellation requests.
“Excuse me for a moment, Mr. Jo. How do other companies handle this kind of situation?”
“Other companies…”
Jo Min-Hyeok quickly organized what he was going to say. The Customer Satisfaction Department also always referred to and studied the countermeasures of other companies.
“Please feel free to speak frankly.”
“While the categories were different, there was a similar incident with cosmetics in the past. The sales volume was probably similar, too. It happened with Liv last year. At that time, they wrapped it up by giving a 10,000 won in-app credit to all purchasing customers. At that time, the number of purchases must have exceeded 30,000.”
“How was the reaction? 10,000 won... Isn’t that a bit meager?”
30,000 purchases at 10,000 won each meant 300 million won.
For a home shopping company like Liv Home Shopping, compensation that amount wouldn’t have been too burdensome. A cosmetic product caused skin troubles and the only compensation was a refund plus 10,000 won in-app credits? It was not like they were selling medicine. Such meager compensation would only breed more resentment.
“Was the issue with the in-app credits themselves or the amount?”
“Since half of the customers reacted positively at the time, it seems the issue wasn’t with the app credits themselves.”
“Well then, let’s objectively evaluate this. Let’s say we also offer in-app credits. In your opinion, Section Chief Jo, what amount would be appropriate?”
Section Chief Jo’s nostrils flared for a moment. What is this all about?
In-app credits were the surest way to silence complaints and the most visible representation of losses. The Customer Satisfaction Department would have no reason to reject it. In fact, they would welcome it wholeheartedly as there was no easier way to handle customer grievances. However, at this point, he couldn’t help but feel conflicted.
If he spoke honestly, the CEO might have had an issue with it, but if he was too modest with his suggestion, it might end up being another inadequate response like Liv’s.
Showing signs that he was worrying, Section Chief Jo answered with an unconfident tone, “30,000 won?”
As he looked around to read the atmosphere, Jae-Yoon asked again, “Is your idea of dealing with Home Run really 30,000 won in-app credits? Are you sure? Don’t read the atmosphere. I’m really curious about Section Chief Jo’s opinion. Aren’t you the section chief?”
Prompted by Jae-Yoon’s question, Section Chief Jo answered as if he had made up his mind. After all, it would never happen, so he might as well give an honest answer and move on.
“If we offer 50,000 won in-app credits, I’m confident the concerns won’t materialize. That’s nearly 25% of the 199,000 won price tag. I can say with certainty no other company would implement such a drastic measure.”
“Hmm. You say no other company... But I think It’s could pull it off.”
“... Pardon? What do you mean by that?”
Jae-Yoon also suffered while dealing with refunds when he worked at Oh-Ga Kitchen. The issue had been the discoloration and fading of ceramic cookware imported from China. Although there were no functional problems, the unsightly appearance of the pot exteriors caused trouble.
Suddenly, this robot vacuum cleaner incident seemed similar. Back then, two of the three CS staff members fled the company.
Is minimizing the company’s losses really the right approach? As he handled the refund situation then, such doubts constantly lingered in Jae-Yoon’s mind.
As an individual employee and a team leader, he just followed orders from above. It wasn’t like he had to pay out of his own pocket. Even when he knew the situation would escalate, all he could do was follow instructions and pass on his opinion that customer complaints would increase. He thought that was simply what he had to do.
And the result? It was predictable. The company operating the shopping mall ended up shutting down due to frequent claims and suspension of their seller ID.
In a small and medium-sized company, sales of tens of millions of won or even a few million won were obviously important. However, the situation was different now from back then.
The cost of featuring glamorous celebrity photos on billboards in Seoul, hiring a Comment Management Team to sway public opinion when an incident occurred, running portal banner ads costing over 200 million won per hour, was that really what marketing was all about?
Instead of such wasteful expenses, wouldn’t it be more cost-effective to be more proactive in addressing customer grievances?
20,000 purchases at 50,000 won each, let’s see… 20,000 times 50,000 equaled 1,000,000,000. Exactly 1 billion won.
Marketing was not about anything else. Even if customers were swearing at you, if you could give them a level of satisfaction that made them suddenly praise you, that was enough. That was the conclusion and decision Jae-Yoon reached.
“Let’s proceed. Give 50,000 won in-app credits to all purchasing customers.”
“...”
“Didn’t you just say 50,000 won in-app credits, Section Chief?”
“Well, that’s true, but...”
“The judgment of a field expert is never wrong.”
The reason Section Chief Jo decided on 50,000 won was simple. He put himself in their shoes. If he were the consumer, he judged that 50,000 won in-app credits would be enough for him to tolerate the noise level. Rather than thinking it was 200,000 won, if he thought of it as 150,000 won, it might be somewhat acceptable for it to break down so easily. __
Of course, he did not expect the CEO to make such a decision so readily.
“Please relay this immediately. You’ll have to hurry if you want to handle even one more cancellation request.”
“I will send DMs to customers right away.”
Section Chief Jo left the CEO’s office with an incredulous look on his face.
Jo Min-Hyeok of the Customer Satisfaction Department immediately went down to the 10th-floor call center.
Despite the rise of the internet and apps reducing the number of call agents, there were still nearly 200 in-house agents working at the headquarters.
‘I wonder how many will flee today.’
Just because they were in-house agents didn’t mean that they only received inbound calls (incoming phone calls). Excluding the employees in charge of affiliate malls and those in charge of logistics and delivery with logistics companies, there were approximately 150 in-house agents. Of those, there were about 20 in the Home Appliance Department.
Three months ago, when the vegan dumpling incident broke out, 50% of the new employees were unable to endure and quit. After all, the stress of emotional labor was not something that could be simply endured.
Section Chief Jo sent a message to the group messenger of the Customer Satisfaction Department heads.
[ Customer Satisfaction Department Section Chief (Jo Min-Hyeok): Announcement to department heads. Today’s Home Run returns or cancellations should be processed as the customer wishes. The CEO has confirmed that the customer reward in-app credits will be 50,000 won, so please proceed with this in mind. ]
After Jo Min-Hyeok sent the message and entered his office, the Home Appliance Department head walked in.
“Mr. Jo, the signs are not good.”
“Didn’t you check the message? I’ll adjust the staffing and keep the agents calm.”
“We’ve already exceeded the average number of calls this morning. And the Q&A is exploding. Ugh.”
“Now that we have a confirmed response plan, don’t worry.”
“Oh, yeah. Alternative. We need an alternative.”
The department head narrowed his eyes as he sighed. What kind of alternatives could there be?
All companies were the same. The most important thing was to take care of returns. Customers who received confirmation of their returns and hung up were considered good customers. It was the job of the agents, the lowest-ranking employees, to listen all day long to complaints about the products about how much the products have annoyed them.
“This time it’s different. 50,000 won in-app credits for all customers who have made purchases. I just received the instructions. Send it to all agents via the general messenger right away, and send out customer DMs quickly.”
“Excuse me? 50,000 won in-app credits? Mr. Jo, that’s too much of a joke.”
He had been with It’s Home Shopping for five years. Not 5,000 won or 10,000 won, but 50,000 won? And to all customers who made purchases? It was an unheard-of way of handling things.
Are there people who would refuse money? Customers will laugh and hang up the phone after talking about the credits, even after shooting out complaints. But still, is that really possible?
Section Chief Jo Min-Hyeok smiled and patted the department head’s arm as he shook his head.
“It’s the CEO’s orders.”
“You’re not going to change your mind later, are you? Wow, I’ve never seen anything like it. You’re going to handle it like this?”
“Why? Do you think it’s a waste?”
“It’s not that. It’s just that it’s too easy for us. And the customers will accept it without complaint. The response is crazy.”
“Everything used, if requested, is accepted for return, no questions asked.”
“You must be joking. You’re not going to get in trouble for making decisions on your own and get dragged off to some deserted island, are you?”
“Our CEO ordered it. Let’s try our best to support returns as much as we can.”
Section Chief Jo’s messenger kept blinking incessantly. And as if by magic, the number of returns gradually began to decline.
Just before lunchtime, Jae-Yoon made his way to the 10th-floor call center. The call center was not always bustling with activity, but today was different. All of the agents were wearing headsets and were frantically taking calls. Some of the agents were shouting at each other.
The employees, unaware of the CEO’s presence, vented their frustrations.
“The newbies are probably going to run away today.”
“But mentioning the 50,000 won does seem to calm them down a bit.”
“Returns would quiet them down, sure, but now it’s about when they’re getting the credits, and if they’re getting them at all, to hurry up and give them. Ugh.”
“You must be curious. Don’t you find it strange from the CEO?”
“What do you mean? The 50,000 won thing? Pfft. It's not his money anyway.”
Section Chief Jo rubbed his chin.
“More importantly, I think So-Yong is going to quit soon.”
“Why? Because of today’s incident?”
“Even without that, the treatment of the CS is terrible. Today’s incident must have been the last straw for her, I guess.”
“You should talk to her.”
“Talk to her? She’s not going to listen. She’s already talking about quitting. We’re having a hard time staffing the call center.”
While Section Chief Jo was talking, the call center door opened, and a familiar silhouette appeared. It was Jae-Yoon with Section Chief Lee Hyun-Woong.
“Oh? Mr. Min?”
“Just in time. How are the reactions?”
“Definitely, the defense against returns is working well. We’re seeing an increase in customers asking to cancel their return requests.”
“As more people call, the call center gets busier. You all are working hard. Mr. Lee, please proceed with what we’ve prepared.”
Section Chief Lee placed a large shopping bag on the desk. Section Chief Jo peeked into the shopping bag. It was full of gold envelopes, familiar-looking gold envelopes.
Could it be…?
Lee Hyun-Woong quickly said to Jo Min-Hyeok as he handed him the shopping bag, “Here. I prepared them according to the number of staff. Our CEO has specially prepared these bonuses for the agents working hard on the front lines.”
“Today’s bonus? What’s this about…?”
No way it’s real.
The gold envelopes prominently displayed the It’s Department Store logo.
“It’s more work than usual today. We need some form of compensation. This is the least we can do. Please think of it as a token of appreciation.”
“Wow… We’re just doing our job.”
Section Chief Jo’s lips twitched uncontrollably. Still, he was a section chief, and he had to maintain his dignity. He tried hard to hide his eagerness. The other employees were the same. They just exchanged glances. The often-underappreciated Customer Satisfaction Department was receiving gold envelopes directly from the CEO.
“When something like this happens, it’s the frontline agents who suffer the most. Mr. Jo, please make sure everyone feels appreciated and help wrap things up smoothly.”
Jo Min-Hyeok blankly watched Jae-Yoon, who was coolly leaving the call center. Right. Money was the best motivator. It was far better than giving a few patronizing pats on the back with empty words of encouragement.
People say that he’s insincere, and that they’ve seen through his true color…
To Jo Min-Hyeok, there was no more sincere gesture than money for a modern office worker.