The importance of industry and commerce to the industrial and commercial system is equivalent to the cells of the human body. Although small in size, its function and function can not be ignored. Although there are only five people in my industrial and commercial office, our work is very rich. In all the work, I think the most important thing is the protection of consumers' rights and interests, which may be influenced by the culture and customs of China for thousands of years. Most of our consumers have a weak awareness of rights protection, and always think that more things are better than less things. Many people are afraid of going to court, and consumers will not come to the industrial and commercial bureau to complain unless they have to, and the small industrial and commercial bureau provides consumers with a place where they can effectively and simply uphold justice. Most of the first consumers who complained were themselves and businessmen, but they didn't get any results and came to the industrial and commercial office in a fit of pique. In their words, the industrial and commercial office is a reasonable place.

I remember once, a 70-year-old grandmother bought a sweater made in 39 yuan in a clothing store. When she got home, she found that the sweater was not the right size, so she went back to the store and asked for a return or exchange. But the shopkeeper said: this is the last discounted dress. This style is gone and can't be changed, because grandma chose it herself at the beginning, and the clothes have no quality problems, so she is determined not to change it. Grandma and the shopkeeper argued for a long time, but neither side reached a settlement. The old woman was trembling with anger when someone told her, "Don't be angry here, go to the industrial and commercial bureau, there is an industrial and commercial bureau not far from here." .......

Grandma was very excited when she entered the room. Let's calm her down first. The director said in a positive tone: "Aunt, don't be angry. No matter what happens, we will make a decision for you. Take a sip of water first and tell us about it. " One of our lesbians, Deputy Director Han, took Aunt's hand and said, "Don't worry, Aunt, where do you live? How many people are there in the family? " Grandma's expression darkened at once. She said: "I am the only one at home, and the old man has not been there for more than ten years. One son and daughter works in Guangzhou and the other is in Shandong, and they will come back in the New Year. " Hearing this, everyone looked at her gray hair and simple but clean dress, and they were all silent.

Grandma then said slowly, "It's getting colder and colder these days, and it snowed lightly yesterday. There were several sweaters, but I didn't know where they were for several days. I don't want to find them, I can only buy another one, not afraid of catching a cold. "

Comrade Zhang Yansong of our hospital asked: "How much pension do you open a month?"

"More than 600 yuan. Sometimes my son and daughter send me money, and the burden is quite heavy. I can't burden them any more. I spent a lot of money in hospital a few days ago and just left the hospital a few days ago. "

Hearing this, we were all full of sympathy for the old woman, and she went on to say, "I think the sweaters in this shop are good, but the prices are not cheap." It's 39. It was good to try it at that time, but it didn't suit me when I got home. I went to her and asked for a refund. The shopkeeper not only disagreed, but also said that I was old and not sensible. "

"Aunt, did you ask her for the bill?"

"No, I didn't give any bills."

"Aunt, we know this situation. Please sit here and wait for a while. We will deal with this matter immediately to ensure your satisfaction. "

After the phone call, the shopkeeper came to our office and we invited her to another office. She is a woman in her forties.

"Please an old lady to complain, you should know, right? Please tell me the situation. "

"In fact, I didn't expect that she would come to you to complain about such a trivial matter. I'm not being unreasonable. She tried it on when she bought it yesterday, but it doesn't suit me today. I didn't make any money when this model was used up. I said another one, but she didn't want it. Her brand has been torn off, and I can't sell it to others. "

"That woman just told us the situation, and she is also very embarrassed. As a businessman, you should also understand that if your mother encounters this situation, aren't you worried about her? It is not easy for you to run this clothing store. Let's put ourselves in others' shoes. Aunt's daughter is not around. You have to satisfy this aunt with emotion and reason. "

The shopkeeper said, "I had a bad attitude this morning." Ok, I agree to return the goods and apologize to my aunt again. "

After the three parties met, the shopkeeper said to the old lady apologetically, "Aunt, I returned this dress to you. I had a bad attitude this morning. Please don't worry about it. "

"It doesn't matter, it's not easy for you, and it's also troublesome for the industrial and commercial bureau." Grandma is a little embarrassed, too.

After seeing grandma off, the shopkeeper stood there without leaving. "Comrades of the industrial and commercial office, please understand me. I won't have such a thing again."

"In the future, you should think more about your customers. If you infringe on the rights and interests of consumers, we will impose administrative penalties on you according to the Consumer Protection Law, "the director said with a smile.

Shortly after the complaint was handled, we learned that the owner was a laid-off worker, and her only source of income was this clothing store. Her husband has been dead for many years, and she must remit the living expenses to her children who go to college every month.

After discussion, we decided to go to grandma's house once a week and give her some daily necessities. When we visit the clothing store every day, we will ask her in detail what problems and difficulties she has encountered in the business process, and we will try our best to help her solve them.

I remember that in the spring of 20 12, a farmer from Balanhe Farm went to the office to complain that the tractor tires sold to him by an agricultural store in the town were facing outwards, which had affected the normal use. After receiving the complaint, we immediately went to Balanhe Farm and Agricultural Machinery Store to investigate the relevant situation. It was the spring ploughing period, and the matter was solved a day later. Not only are farmers in a hurry, but the loss of missing farming season is immeasurable. After investigation, we learned that this tractor tire was bought last spring and has been used for one year. When we just bought it, we didn't see any problems. But after one year's use, we found that the tire was leaning to one side through the degree of wear on both sides of the tire. Finally, after the door-to-door coordination of our industrial and commercial office, the owner of agricultural machinery promised to change new tires for farmers. Because there was no goods in the store for the time being, the factory director asked the owner to find a car to Suihua overnight, so that farmers could farm normally the next morning. Our simple and honest farmer friend invited us to a restaurant for dinner, but we refused. He said, "I'll send you corn in autumn." We are also glad to handle this complaint so quickly. The director smiled and said, "Yes, I wish you a bumper harvest this year." When autumn comes, we have forgotten it. One day, the farmer's eldest brother came to our office with a sack full of corn, and everyone groped in it.

Most of the work of grass-roots industrial and commercial offices is closely related to people's daily life. As long as it is insignificant to others, as long as it is related to the happiness of the people in the jurisdiction, we should treat it as a major event. When dealing with consumer disputes, we should not only consider laws and regulations, but also consider human nature, and sometimes we should be merciless in order to safeguard the dignity of the law. When the interests of tens of thousands of consumers in the jurisdiction need to be protected, the industrial and commercial office can firmly tell them that "we are here, please rest assured!"