Taobao's online public opinion monitoring system has three levels of risk rating.
Level 1, which is also the most common public opinion crisis, refers to any negative trending topics about Taobao online or any negative news reports about Taobao.
The way to handle a Level 1 crisis is also very simple. It is usually resolved by communicating, giving money, communicating again, and giving more money.
Level 2 is considered a more serious public opinion crisis. It refers to a negative trending topic about Taobao circulating online, which has caused a great deal of discussion and had a significant impact. This type of crisis generally requires a professional public relations team.
The most serious level is level three, because the negative public opinion surrounding Taobao has affected its daily operations and even caused Taobao's stock price to plummet.
At this point, the entire company had to be on high alert and begin rectification. Those who needed to be executed were executed, and those who needed to be beaten to death were beaten to death. Zhang Yong was no exception, because at this point, capital had been involved.
Fortunately, Taobao has never experienced a Level 3 public opinion crisis in all the years since its establishment.
Therefore, this level-two public opinion crisis is already a very serious matter.
The online public opinion department immediately convened an emergency meeting to begin analysis and discussion.
"Little Handsome, what are the people on Weibo saying?"
"Manager, the people on Weibo say that the internet is not a lawless place, and they want to maintain fairness and impartiality on the internet."
"Bullshit! They took so much money from us and fed it to the dogs? Fair and just? They should take a good look at themselves in the mirror..."
The manager cursed them in a string of gibberish, only to find that they really didn't have any solutions. As for Douyin, well, forget about it. In Alibaba, everyone knows that Jack Ma and Lin Chen are mortal enemies. Even when working at Alibaba, no one dares to openly use a Xiaomi phone. Those who do use Xiaomi phones all buy themselves an opaque protective case.
Left with no other option, the manager had to report the matter to Zhang Yong.
Zhang Yong was still discussing the expansion mechanics of stockings with Lili when he received the call, and he immediately sat up in bed.
"What? A level two public opinion crisis? Okay, okay, I'm coming right away."
After saying that, he ignored Lili, put on his pants, and rushed to the company.
Upon arriving at the company, I went straight to the online public opinion department.
"What happened?"
The manager recounted the entire incident to Zhang Yong in detail.
"You're saying Weibo won't let us remove trending topics?"
"Yes, Mr. Zhang, we have contacted Weibo several times, but they just won't mention the trending topics, and they keep saying they want to maintain fairness and impartiality on the internet."
"Wait, repeat their exact words to me, don't miss a single one."
"Okay... The people on Weibo said that the internet is not a lawless zone, and all social media platforms should work together to maintain fairness and impartiality on the internet, just like all online shopping platforms should create a safe and secure online shopping environment for consumers."
Zhang Yong pondered the sentence carefully, and then he understood.
"I understand. This is beyond your ability to resolve. I'll call Mr. Ma to report this."
Then Zhang Yong took out his phone, walked to the side, and called Jack Ma to tell him what had happened.
When Zhang Yong returned after making the call, he found the manager of the online public opinion department still standing there, looking completely bewildered. So, Zhang Yong spoke up.
"Let's leave it at that for now. First, find out who the consumer who posted the Weibo is, then contact her privately and ask her what conditions she would accept for deleting the Weibo post. Remember, be very polite. If she has a lawyer, speak to her politely and indicate that everything is negotiable."
"Huh? Mr. Zhang, we've checked the other party's records; they're just an ordinary office worker. How come they have a lawyer?"
You'll find out then.
"Mr. Zhang, Mr. Zhang, what exactly happened? I'm still completely baffled."
"It seems you didn't understand what the people on Weibo were saying. Let me ask you, which are the mainstream social media platforms on the market right now?"
"Weibo and Douyin."
"Which company owns TikTok?"
"From Xingchen Technology."
"What about online shopping platforms?"
"Pinduoduo and Taobao."
Which company owns Pinduoduo?
"Star Technology."
"Do you understand?"
The manager shook his head.
Zhang Yong explained speechlessly.
"What that person meant was, if you online shopping platforms are fighting amongst yourselves, you should create a safe and secure environment for other industries. Don't drag the fighting onto social media platforms. What if Xingchen Technology turns its guns on Weibo? Is there no justice? Is there no law?"
"Uh... I see."
Subsequently, Xiao Shuai from the online public opinion department made a special phone call to the person who posted the Weibo post.
The woman's name was Zhang Meili. She was an office worker and happened to be in Hangzhou.
"Hello, Ms. Zhang, this is a customer service representative from Taobao."
"Um, hello, is there anything I can help you with?"
"Here's the thing, we noticed that you had an unpleasant experience shopping at a Taobao self-operated store before, so we will refund the full amount you spent and give you a five-yuan red envelope. Is that okay with you?"
"Ah, this..."
Just then, a voice suddenly came from the other side.
"Hello, I am Ms. Zhang's lawyer. Before you say what you're about to say, I think I need to remind you that if you are simply refunding the amount and giving my client a red envelope, that's fine. But if you ask my client to delete the Weibo post, then you are suspected of bribery and may face corresponding legal responsibilities."
Xiao Shuai panicked upon hearing this. What the heck? The other party actually has a lawyer?!
So, the records show you're a cow or horse like me, right? But what cow or horse goes to work carrying a lawyer with it?
"Um, cough cough, I just wanted to express my apologies to Ms. Zhang. Returning the money and giving her a red envelope were just ways of expressing my apologies, and there was no other meaning behind them. Yes, that's all."
"Okay, thank you for your explanation."
Zhang Meili, bewildered, took the phone from the lawyer again.
"Hey, is there anything else?"
Xiao Shuai quickly replied.
"That's all, that's all."
He hung up the phone after saying that.
"Xiao Shuai, how is it?" the manager asked anxiously.
"Um, manager, are you sure the other person is just a regular office worker?"
"Yeah, the company at her delivery address is on Wenyi Road. I've passed by it before. What's wrong?"
"Which company is so amazing that they even provide lawyers for office workers?"
"There really are lawyers here?"
"Hmm? Manager, it feels like you expected this all along?"
"It wasn't my prediction, but Mr. Zhang just told me that if the other party has a lawyer, we must be polite and not give them any leverage. Phew, luckily you reacted quickly, well done, Xiao Shuai."
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