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“补偿您1000元冥币可以吗?” 网友称遭心相印客服辱骂!母公司回应:账号登录异常
21世纪经济报道· 2025-05-09 15:11
Group 1 - The core issue involves a customer service incident at Hengan International's "Heart to Heart" e-commerce platform, where a customer was insulted by a service representative, leading to a public outcry and company investigation [1] - Hengan International reported that the customer service account in question showed unusual login activity, prompting further investigation into whether it was a personal misconduct or a technical issue [1] - The company emphasized its commitment to addressing the situation, stating that if the behavior was intentional, appropriate disciplinary actions would be taken against the employee, and compensation would be provided to the affected customer [1] Group 2 - Hengan Group's latest financial report for 2024 shows a revenue of 22.669 billion RMB, a year-on-year decrease of 4.6% [2] - Operating profit for the same period was 3.355 billion RMB, down 15.7% year-on-year, while net profit fell to 2.299 billion RMB, a decline of 17.9% [2] - The "Heart to Heart" brand, which is a significant contributor to the company's revenue, accounted for 59.2% of total income, with a year-on-year drop of 2.4% to 13.42 billion RMB [2] - The sanitary napkin segment represented 25% of total revenue, experiencing a decline of approximately 8.1% [2]