另一个想念中国的原因

上周在网上定了一个40L的背包。今天早上终于收到DHL的邮递信息,说下午1点到4点半之间就会送到。本来今天下午要在做毕业设计的LTI完成check out list的最后一个签名,这样我在那里的工位就彻底注销了,结果因为这封邮件我推掉了下午的事,及时赶回家恭候我的邮包。

印象里,DHL在国内一直是中高端快递的象征,毕竟是个外国牌子,而且还有个港味十足的名字:敦豪。来到德国才知道,虽然他们在美国成立,但这只不过是他们的国家邮政旗下的快递公司而已,就像中国邮政,而不是那种类似中通、韵达一类的私营快递公司。DHL一向不靠谱。有多少次我的邮包莫名其妙就被转到一个离家很远的接收点。这个接收点在城市外的某个小村子里。以前我有学期票,大不了就是坐车过去,长途跋涉走到村子中心的收取点把箱子拖回来再坐车回来而已。可是现在我没有了学期票,坐车的钱都超过再送一次邮包的邮资。而且交通极不方便,从家走到相应的车站就要15分钟。骑自行车去取大件邮包又不大现实。所以很怕这次因为我不在家DHL又把我的邮件寄存到那个接收点。所以乖乖回家耐心等候。

满心期待又无所事事了一个下午,在六点钟收到他们的邮件,果然,我的邮包又被转到那个接收点。虽然在4点半还没收到包裹的时候我已经有些担心事情又会变得如此,但是看到邮件的一刻还是出奇的愤怒。下午我推掉了所有事情一直在家等候,期间根本没有门铃响声或是电话,他们没有按我的门铃也没用尝试我室友的,说明根本就没有来我这里。可能看天晚了直接把今天剩下的货品统一甩到接收点完事。我马上开始在网上找他们的客服热线。谁知道客服热线是机器人,通过声音扫描你要问的问题来回答你的问题。我的半吊子德语还是能派上用场的。在说了货品单号后,机器人重复了我邮件里同样的话:请去xx接收点取你的包裹。

我生气。

我想和 人 对话,而不是机器人。

我开始找他们的email服务系统,没找到。后来终于在他们FB主页上看到有chat的选项。等了两分钟后终于接通。我问那位客服会不会说英文,她说yes,我感觉豁然开朗了一点儿。我blabla抱怨了一大通,最后说反正我现在想要你们再送一次到我家。她给了我一个链接,说,你可以在里面选择再一次投送。我打开链接,密密麻麻的一排排小字,最后写着,信件和邮包不可以选择再次投送,只有某某业务可以。我复制了这句话准备发给客服小姐,结果她已经结束了对话窗口。我像是举着个隐形的大字报,哑口无言。

 

我经常受感动于国外服务业良好的服务习惯。在国内,我没有体验过很多的“微笑服务”,然而在欧洲这是非常普遍的现象。但其实,“微笑服务”的背后是一套非常严苛的机械化服务体系。在国内,我们不在乎服务过程,只在意服务结果,结果不满意可以投诉。然而在德国,从未听说“投诉”一词。德国人会严谨地把各种事项逐字写好,而我提供的服务,只是再给你解释一遍这些条款罢了,所以自然没有什么可再去完美化的地方。我在德国经历过几次对公共机构的不满意,比如德意志银行。但其实并不是对他们的服务不满,而是他们的规章制度死板到令人崩溃,然而接待人员做的最多的就是微笑着对你说:das ist aber weiß und schwarz gedrukt. 这个aber用得很妙。意思就是说,反正白纸黑字就这么写着的,我一直在微笑我的服务态度超好但是我也没办法你也没办法就这么招吧然后我依旧在保持微笑哦。

手动加十个微笑表情:)))))))))))))

 

所以在这么一个夜晚,我想念国内那些胡乱穿行的快递小哥,他们的态度不好,但总是很高效。我也想念可以“投诉”的日子,而不是像现在,有苦说不出。

120 thoughts on “另一个想念中国的原因

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