The power of “one more step”: OPPO conveys brand belief with caring service
2024-08-28
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Since OPPO proposed the brand belief of "Technology for People, Good for the World" in 2020, it has always insisted on using technological development and innovation as a means to meet people's needs and improve the quality of life. OPPO is committed to helping everyone realize their pursuit of beauty, imagination and humanity through products and services.
In terms of service, OPPO truly serves every user with heart through high-standard and high-quality service content, rich and diverse service rights and interests, and convenient and smooth service channels. It also conveys warmth and care through thoughtful service, making every service the starting point of friendship with the user.
Thinking about what users think is to make the service warm
Ms. Duan's mobile phone was broken in a car accident and she had to send it to the OPPO service center for repair. Service staff Gan Shuwen not only repaired the phone in an expedited manner, but also took the initiative to deliver the repaired phone to Ms. Duan's ward. Gan Shuwen noticed that Ms. Duan's hand was injured and thought that a mobile phone holder might bring convenience to her use, so he kindly gave her a holder. This small gesture surprised and warmed Ms. Duan.
In response to the praise, Gan Shuwen simply said: "When users encounter some difficulties, we do one more step, hoping to bring a little warmth to their lives." Going one more step is easy to say, but it is really not easy to do. A mobile phone holder requires keen observation and empathy from the customer's perspective.
Gan Shuwen's thoughtful service is not only a microcosm of OPPO's service quality, but also a true reflection of OPPO's brand belief of "Technology for people, for the benefit of the world". The development of science and technology is not only reflected in the innovation of technology and functions, but also in every thoughtful service OPPO provides to users.
Pay attention to the service needs of each user and create distinctive services
"I can't log into WeChat anymore," was the first thing the old man said when he hurried into the service center. He was sweating and a little overwhelmed. Service staff Yuan Ling comforted the old man to sit down, poured him a glass of water, and took his phone to check the situation. It turned out that the old man accidentally uninstalled and reinstalled WeChat, and encountered a problem that required verification login.
After understanding the situation, Yuan Ling patiently explained how to log in, and after obtaining the old man's consent, helped the old man successfully log in to WeChat through friend verification. When he saw the familiar WeChat interface, the old man was very excited and said that he had been busy all morning with this problem and couldn't solve it. Later, he learned about the OPPO service center and decided to give it a try. Unexpectedly, it was successfully solved. When helping the old man to verify the login, Yuan Ling also found that the phone had a lot of cache, which caused the phone to freeze. He took the initiative to do one more step and patiently guided the old man on how to clean the cache and move the hidden mobile phone manager to the desktop. The old man was moved by Yuan Ling's patience and proactive service. He came to the service center again in the afternoon and left a thank-you letter and his own collection of paintings.
"Log on to WeChat", which is a matter of just a few minutes for most young people, is a difficult problem that the elderly cannot solve in half a day. Bridging the digital divide among the elderly and allowing more elderly people to integrate into the digital society and enjoy the digital dividend is a long-term task. The country has also successively introduced a series of systems, proposing to "improve the level of technology and informationization of elderly services and increase the support of elderly health technology." OPPO service has also actively responded to technology-assisted elderly people, and launched the "Guide to Playing with Mobile Phones for Parents" manual designed for older users. The manual can be obtained in many OPPO service centers across the country. The manual covers the basic settings of mobile phones, social entertainment application operations, anti-fraud skills, etc., so that the elderly can also enjoy the fun of technology.
Facing the service demands of different user groups, OPPO Service has always maintained its attention, providing flexible and diverse service methods and content, and patiently and considerately providing service guidance. It uses distinctive services to "serve people" and "be good" in details, bringing users service experience and touching moments beyond their expectations. Isn't this the best embodiment of brand care?
Integrate "kindness and thoughtfulness" into the training of service personnel
When we talk about OPPO's "goodness", what exactly are we talking about? It is not only the expression of corporate values, but also the recognition and practice of values by its employees from the inside out. In terms of OPPO's service level, it is the caring at work and even the sense of mission in daily life.
During the holiday trip, OPPO service staff Liu Chuang accidentally heard the couple sitting next to him discussing the loss of their mobile phone. Out of work habits and responsibilities, he took the initiative to ask about the situation, hoping to help. "I am a technical engineer at the mobile phone company. Seeing that you are very anxious, I want to see if I can help." After learning that Mr. Xiao lost a OnePlus Ace2, Liu Chuang immediately gave a way to locate the lost phone through the mobile phone search function. But the couple said they didn't know how to operate it, so Liu Chuang immediately took out his mobile phone and asked Mr. Xiao to log in to the cloud account and check the location of the phone online. For some reasons, the mobile phone could not get the exact location. Liu Chuang said that he could use the web login to get a more accurate location. Because it was far away from the local OPPO service center at the time, he was afraid of wasting time. Liu Chuang urgently contacted his colleagues at the service center to use the computer to help locate the lost phone, and rushed to the location with Mr. Xiao, and finally helped Mr. Xiao find his phone.
"Out of responsibility", from Liu Chuang's words we can sense that OPPO service attaches great importance to the cultivation of brand cultural values and service concepts for its service personnel, making the adherence to service concepts and brand mission an "instinct".
Thoughtfulness is an important principle of OPPO's service philosophy. Through diversified training, OPPO enables front-line personnel to implement these theories in their work. Under the guidance of the thoughtful service philosophy, OPPO requires service personnel to "be concerned about users' needs and think about what users want", so that service personnel can think more and do more for users, making the service thoughtful and warm. Yuan Ling and Liu Chuang in the article are both excellent practitioners of this philosophy.
In addition, OPPO Service also regularly holds customer service competitions, supervisor meetings, etc. to create a good learning atmosphere internally, promote service experience exchanges in various regions, further improve the professional skills of service personnel, and consolidate a caring service attitude.
Just as OPPO President Chen Mingyong said, "I saw the power of kindness, and then I believed, chose, and acted." With a complete training system and emphasis on brand cultural values and service concepts, OPPO service has created a "kind" and "human" service team. They are professional and considerate, full of humanistic care, so there are "patient mobile phone teaching" and "active help" and other service stories that are deeply rooted in people's hearts.
Taking caring as the service concept and insisting on going one step further
"May caring service be the starting point of our friendship" is the service concept of OPPO. The praise posts, thank-you letters and silk banners from users are the recognition of those caring and warm services that exceed their expectations. It seems simple to do one more step, but it brings extra surprises or warmth.
Not only that, the considerate service concept and one-step service care are also reflected in more OPPO service details. For example, convenient service outlets query, considerate search instructions, etc., no matter when and where you need OPPO service, it will be "near you". In order to meet the service needs of users, OPPO service has also launched a variety of service content. In-store repairs use face-to-face services, which are more efficient and transparent; if the device cannot be repaired quickly on the same day, you can also apply for a spare machine without affecting your daily life and work. Even if you cannot go to the store, there is a same-city pick-up and delivery, two-way free mail-in repair service, and you can also enjoy transparent, convenient and high-quality repair services.
Recently, OPPO Service has launched the [Summer Cooling Service] in many service centers across the country. When you go to the store for repair or film protection, you can get free cold drinks to drive away the summer heat. Not only that, OPPO Service Center also provides users with free mobile phone cleaning and maintenance, free rest and drinking water, free charging and caring care, free candy snacks, love medicine boxes, love rain gear and other caring services.
The progress of science and technology is ultimately reflected in people's daily lives, and service is an important link between technology and users. In every ordinary day, OPPO always believes in "technology for people, for the benefit of the world", and adds warmth and convenience to users' lives through meticulous service. This is not only OPPO's commitment to a better life, but also respect and care for every user.
Just as "good service speaks volumes", OPPO's service has been widely recognized by users and the industry for its thoughtfulness and kindness. Winning the "People's Ingenuity Service Award" and numerous positive reviews are the best feedback for its efforts. In the future, OPPO will continue to strive for excellence in product development and service innovation, continuously improve user experience, let technology better serve people's lives, and warm every heart that expects a better future.
