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申通回应“快递员入室打伤客户”:已开除,我司也十分愤慨
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申通回应“快递员入室打伤客户”:已开除,我司也十分愤慨
June 28, 2017, 02:14:11 PM
#1
北京一申通快递员手持“比拳头还大的石头”入室将消费者打伤一事,有了新进展。
6月27日晚间,申通快递官方发表对前述事件的处理意见(以下简称《意见》)。《意见》称,涉事业务员已作开除处理并在内部公告,对其个人行为给客户和公司品牌造成影响,申通快递也将对其保留法律追诉权。
《意见》表示,公司已第一时间对涉事网点及相关负责人进行约谈,并要求其在一周内提交全面的整改报告,进一步加强对员工队伍的管理。
《意见》透露,得知业务员存在侵害客户利益和人身安全的行为后,申通第一时间在站点所在地和案发地进行报警,业务员也向公安机关自首,并进一步配合公安机关对事件进行调查,申通将根据公安机关调查结果,对涉事网点和相关人员做进一步处理。
申通方面表示,公司将全额支付客户治疗所产生的医疗费用,并对事件给其造成的伤害进一步进行沟通处理。
申通方面还表示,公司愿意为客户提供免费的心理咨询帮助,并为其提供所需的法律援助,全力配合事件的进一步处理。
6月27日,网友“冰淇淋喵喵”在微博曝光称,申通快递某快递员因遭遇投诉对其怀恨在心,手持“一块比拳头还大的有尖头的石头”入室将其击倒在床,血流满地。
网友“冰淇淋喵喵”在微博发布的照片显示,该网友家中的地板上留有血迹。
该网友当时还称,事情已经过去了近3天,申通没有任何回复,甚至连当天派出所要求的到场,都没有任何一个人前往。
6月27日下午,北京申通快递官微表示,对此事给消费者带来的伤害和影响,我司也十分愤慨,在此向客户致歉。事件经过:获悉快件投诉后,我司积极与客户进行沟通处理。当得知业务员可能存在侵害客户人身安全的行为之后,北京申通官庄工作人员对其进行劝说将其“留住”,并主动在服务站点辖区警局报警,扭送公安机关,配合公安机关进一步对事件进行调查。我司绝不会逃避任何责任,更不会“容忍”任何侵害客户行为的存在,我们尊重事实真相,主动配合公安机关对事件进行调查,给公众一个交代,并对该事件所涉及的人员和站点进一步严肃处理。
此后,申通快递官微转发前述微博内容称,申通快递绝不会逃避任何责任,更不会“容忍”任何侵害客户行为的存在。行动胜于雄辩,绝不姑息!
6月27日晚间,申通快递方面还表示,申通快递一直以来对任何侵害客户的行为采取“零容忍”态度,绝不会逃避责任,更不会姑息该行为的存在。
以下为申通快递对“快递员持石头入室打伤客户”事件做出的处理意见:
尊敬的客户:
近日,我司管庄服务点快递员王某在派件过程中因快件签收问题与客户产生投诉纠纷,最终因沟通不畅导致纠纷升级,给客户权益和人身安全造成伤害。申通快递一直以来对任何侵害客户的行为采取“零容忍”态度,绝不会逃避责任,更不会姑息该行为的存在。现对该事件做出如下处理意见:
1,根据公司规定,涉事业务员已作开除处理并在内部公告,对其个人行为给客户和公司品牌造成影响,申通快递也将对其保留法律追诉权;
2,公司已第一时间对涉事网点及相关负责人进行约谈,并要求其在一周内提交全面的整改报告,进一步加强对员工队伍的管理;
3,得知业务员存在侵害客户利益和人身安全的行为后,公司第一时间在站点所在地和案发地进行报警,业务员也向公安机关自首,并进一步配合公安机关对事件进行调查,公司将根据公安机关调查结果,对涉事网点和相关人员做进一步处理;
4,全力保障消费者权益,全额支付客户治疗所产生的医疗费用,并对事件给其造成的伤害进一步进行沟通处理;
5,我们愿意为客户提供免费的心理咨询帮助,并为其提供所需的法律援助,全力配合事件的进一步处理;
申通快递一直以来秉承“客户至上”的服务准则,绝不会容忍任何侵害客户利益和人身安全带来危害行为的存在。行动胜于雄辩,申通快递将用行动,让消费者享受高效、安全、优质的快递服务。
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