Rebirth of the Internet: Starting from Games

Chapter 184 Century Interactive Entertainment loses money

Zhou Xiao informed Chu Xuan, the customer service supervisor on duty that day, and the customer service staff on duty who accepted the feedback to come to the conference room.

In the conference room, I synchronized the general background with Chu Xuan, and then understood the ins and outs and process of the matter with the two parties involved in customer service on the day. There were no major problems in the work process.

If you consider it from the other side's point of view, although there is nothing wrong with writing the report like this, and it is even well written, it is just for the purpose of attracting attention and attracting traffic in order to gain greater benefits.

But ignoring the truth and making generalizations is a bit much.

Zhou Xiao communicated with Chu Xuan and decided to refund the money, and asked the customer service supervisor to personally call the other party to deal with the aftermath of the refund.

At the same time, let the operation prepare a statement,

After issuing the order, Zhou Xiao took the initiative to call his boss and report the situation. After receiving the appointment with full authority, he hung up the phone.

After 1 hour, the refund was completed and the aftermath work was completed. The other party expressed his gratitude through in-game feedback for causing trouble to your company.

Zhou Xiao ordered an official statement to be released simultaneously on the game's official website, 17173 information station, and Century Interactive Entertainment's official website.

The statement was launched in the name of Century Interactive Entertainment.

Come up first and express your apology and show your attitude.

Next, the official processing result was announced, the refund was agreed, and a screenshot of the game refund transfer after privacy treatment was posted. The other party also posted a transcript expressing satisfaction and gratitude to Century Interactive Entertainment for its handling.

The third step is to try to objectively review the entire incident from a third-party perspective, without mentioning other points.

Century Interactive Entertainment reserves the right to pursue legal liability for the current untrue reports by individual media!

Finally, Century Interactive Entertainment calls on players to recharge rationally and play in moderation.

After the statement was released, other portals also followed up and reprinted it, and public opinion gradually subsided.

Just when everyone thought the matter was over, they didn't expect that it was just a string of small flames before the volcano erupted.

A few days later, as if by chance, a large number of reports on similar cases appeared in local newspapers and on the Internet. This time, they were named directly, without even pretending.

"There was a huge recharge of 2 yuan before, but now 3 life-saving money has been swallowed up by Three Kingdoms OL"

"Century Interactive Entertainment: Internet Enterprises (X) Black-hearted Businessmen (V)"

"A certain company's finances misappropriated public funds to play Three Kingdoms OL. When will online game supervision be put on the agenda?" 》

"The grandson is obsessed with the Three Kingdoms OL, disobeys discipline, and the grandfather is hospitalized due to anger"

Suddenly, reports appeared like snowflakes, and public opinion was one-sided and the sky was filled with excitement.

The Three Kingdoms OL game feedback system has also received a large number of refund requests, and it is difficult to distinguish the authenticity from the fake.

Only then did Chen Hao urgently return to Beijing.

At an altitude of [-] meters, Chen Hao closed his eyes and meditated.

The trees are beautiful in the forest, but the wind will destroy them. Now, the wind is coming

If one thing goes wrong, this evil wind will turn into a hurricane and uproot the big tree of Century Interactive Entertainment, and all the previous hard work will be in vain.

Zhou Xiao dealt with it without much problem, and it should have calmed down normally.

I just don’t know where this evil wind comes from?Are reporters seeking profit after seeing hot spots?Are rivals secretly plotting to fuel the flames?Or are the higher authorities taking the opportunity to rectify the online game industry?Or both?

No, it’s not a matter of consideration now. These are just guesses, which can easily affect your judgment.

How to tackle a crisis, first gain time.

Several elements of crisis public relations are: what happened and why I suddenly couldn’t remember it.

The more he thought about it, the more confused he became. Chen Hao was a little confused for a while.

You can be chaotic now, but when you get off the plane, you are no longer yourself. You represent the entire group.

You must deal with it calmly, don’t be chaotic, and be calm!

<divclass="contentadv">Chen Hao breathed slowly, his fingers tapping the armrest of the seat rhythmically under deliberate control, calming his mind.

Sort out your ideas bit by bit.

First of all, we should not act blindly, keeping the same in response to all changes, and then take action as we see it, until we understand the truth of the matter and then take action.

Just as Chen Hao was thinking about countermeasures, the plane landed slowly.

As soon as I walked out of the exit, I was surrounded by a group of reporters. Countless guns and cannons came at me, taking photos and asking questions.

Chen Hao stopped, ignored all the questions, smiled, pressed his hands down, and was full of aura. After the surroundings became quiet, Fang said to the reporters present, "Please rest assured, Century Interactive Entertainment will definitely investigate." I will give you a satisfactory answer clearly, and I have no comment other than that!”

After speaking, he ignored the surrounding questioning and got into the car without saying a word under the escort of Xiaohai and Century Security's security personnel.

It seems that my whereabouts are also controlled by interested people. The timing of this incident is also quite coincidental. It happened to be when I was not in Beijing. It seems that someone is indeed secretly causing trouble.

However, if there is no investigation, there is no right to speak. It is better to make a final decision after the investigation and a conclusion.

When we arrived at the company, we found that there was a group of people downstairs, holding up banners to protest.

There were about a dozen people and four or five banners lined up on both sides. If you didn't read the words above, you would have thought that this group of people were waiting in the street to welcome Chen Hao's return.

It also attracted many reporters around to take photos and crowds of people watching.

Most of the banners asked for refunds and scolded Century Interactive Entertainment for being an unscrupulous company. There was also one advocating that Century Interactive Entertainment game servers be shut down and the Internet be clear.

Chen Hao did not choose to enter the building, but looked at these banners with the same interest as browsing the exhibition hall.

Then he summoned the people holding banners and introduced himself as the boss of Century Interactive Entertainment in front of the surrounding people and reporters.

If you have any demands, tell me directly.

Seeing that no one said anything, Chen Hao asked directly one by one, and the result was that the children were charging money for various reasons, or they would not come back. Some of the money was pensions for the elderly, and some of the money was medical expenses for treatment. , some of the tuition fees are rushed into the game and so on for various reasons.

However, when Chen Hao pressed for details, such as which unit did the old man retire from?Where do you live?What is a game account?And ask them to produce relevant evidence such as patient cases and retirement salary payments.

However, these people hesitated and hesitated, looking a little flustered and unable to explain. In the end, they became angry and angry, relying on the strength of the crowd to ignore Chen Hao's questions and shouted in unison to pay for it.

Inviting them upstairs, they declined out of fear of having their freedom controlled.

Chen Hao shook his head helplessly and said to the reporters around him, "You have also seen it. I hope you can report fairly and impartially with professional ethics!"

After saying that, Chen Hao walked into the building amidst flashing lights and uniform protests of "Century Interactive Entertainment loses money", his figure standing firm.

Facing the complicated looks of the employees, Chen Hao returned to the office and called Pang Ban directly, "Send some people, be smart, to follow the troublemakers downstairs in the past two days to check their background."

As an employee in Chen Hao's last life, he hated the fact that something happened in the company was hidden from employees. He guarded against employees just like he guarded against thieves. In the end, rumors spread wildly and spread more and more outrageously, which led to a greater impact and cost the company more. The gain outweighs the gain in restoring people's hearts.

In the end, the news was not guarded and it hurt the employees' hearts. Why bother.

Wouldn't it be nice to speak openly and honestly about anything? Only with sincerity can we exchange for sincerity.

Moreover, this matter is indeed a crisis for the company. Although it has not been reflected in the game data, people's words are terrifying, and Chen Hao is all too clear about the influence of public opinion.

So he summoned all departments of the company, except for essential positions, to gather on the 22nd floor for a meeting!

The first rule of crisis public relations: calm down the internal situation first before fighting against foreign aggression!