Part of the content of words.
Photo courtesy of respondents
China Youth Daily·China Youth Daily reporter Zhu Juanjuan and Lei Yu
If you want to save a relationship and spend money on the Internet to ask "experts" for guidance, can you achieve what you want?
24-year-old Xiao Yuan (pseudonym) lost love. He found an "Emotional Recovery Analysis Instructor" from a company in Wuhan on the Internet. After paying a deposit of 2,400 yuan, he received a "tailor-made" recovery plan.
He operated according to the plan, but his girlfriend did not get back with him.
The other party continued to find him to collect the 2400 yuan balance.
After paying the money, Xiao Yuan found that the attitude of the "emotional mentor" was "obviously colder", and the plan given later was of little value.
Realizing that he might be cheated, he called the police.
According to a report from the Wuhan Municipal Public Security Bureau, the so-called emotional mentor of the company involved used a forgery of the credentials of the psychological counselor. From the customer service reception to the externally declared private customized service, there is a unified language behind it.
A reporter from China Youth Daily and China Youth Daily learned that in recent years, some young people have a certain demand for marriage and love counseling, and some choose to purchase emotional recovery counseling services on the Internet.
However, currently in my country, the industry has a low threshold in this field, lack of corresponding standards, and no special supervision mechanism has been formed, and related complaints are high.
"Lifesaver"
Xiao Yuan has been in love with his girlfriend for 3 years.
In September this year, the two quarreled for some reason, and their girlfriend proposed to break up.
In desperation, Xiao Yuan wanted to find out if there was any way to recover it.
He uses "emotional recovery" as a keyword search, and multiple links are displayed to provide this content.
With the mentality of giving it a try, Xiao Yuan clicked on one of them at will, and the customer service immediately contacted him.
The customer service exchanged a few words with Xiao Yuan briefly, asking him how long he has been in love, what problems he has encountered, whether there is any communication, etc., "very kind, no nonsense." Xiao Yuan felt.
The customer service immediately pointed out that the problems encountered by Xiao Yuan urgently need professional solutions, otherwise the problems will only worsen.
"Skills has a specialization." The customer service claims to be just an assistant. In response to love failures and marital crises, the company has teachers who specialize in recovery and repair, all of whom have been in the industry for more than 6 years. "As long as the right method is used, the chance of recovery is very high."
Later, the customer service recommended Mr. Wan's WeChat, the "senior analysis teacher".
During the voice chat, Teacher Wan’s voice was "very magnetic."
In response to the problems Xiao Yuan encountered, Teacher Wan made further inquiries.
Xiao Yuan felt, "Every sentence sounds very logical and reasonable, and I felt like I found a life-saving straw at once."
"Later, Teacher Wan said that he has a plan to help me solve the problem." The premise is that he must pay 4800 yuan to become a company member.
At that time, Xiao Yuan already trusted Teacher Wan, but he hesitated to pay so much money at once.
Teacher Wan did not force him to buy, but said that it doesn't matter whether or not to buy.
"He told me that there is a time period to restore his girlfriend. Right now is the golden age to solve the problem. If you miss it, the chance of restoration will only get smaller and smaller." Xiao Yuan recalled.
After some discussions, Teacher Wan agreed that Xiao Yuan could pay a deposit of 2,400 yuan first.
Later, he received a "Girlfriend Recovery Plan", which was an electronic file of 3 pages.
The two parties agreed that the recovery period is about 25 days, during which Xiao Yuan must implement the plan, including when to "disconnect" with the other party and when to write a letter.
Xiao Yuan did it one by one, but his girlfriend was unmoved.
"Teacher Wan also asked me to add a'Guide Yu' WeChat, and urge me to pay the balance and adjust the plan."
On September 27, Xiao Yuan paid the balance of 2,400 yuan.
However, when he asked Teacher Wan and Guidance Yu again, Teacher Wan seldom replies; Guidance Yu taught him how to do it, but Xiao Yuan felt that the other party's attitude was perfunctory and the plan given had no substantive effect.
Up to this point, Xiao Yuan did not expect that from the moment he clicked on the company's website, he would fall into the designed "script" step by step.
Words
The police found that the company Xiao Yuan paid for was located in an office building in Hankou.
The company has hundreds of customers distributed in Beijing, Sichuan, Henan, Hunan and other places.
Further investigation revealed that the company’s announced private customized emotional recovery program was actually plagiarized and pieced together through the Internet, and had a unified template; the company claimed that the emotional analysis teacher and instructor had a psychological counselor certificate. In fact, the entire company only One employee holds, the rest are forged.
Due to the company's suspected fraud, the police seized more than 80 scripts from this company and initially verified that the funds involved were more than 2 million yuan.
"All the scripts point to the same purpose: to make customers willing to pay." The policeman said.
Men and women after a broken relationship are psychologically weak.
This company has a special "Emotional Customer Service Talk". From the beginning of self-reporting, the customer service staff will pretend to be concerned, incarnate as listeners, and pretend to resonate with the consultant; then, they transition to recommending "senior analysis teachers."
"Since you are looking for a teacher, you must cooperate with the teacher and trust each other. The effect is based on mutual cooperation and trust." From this moment, the customer service began to ask for contact information.
If the consultant answers "I don't want to leave the phone", "Hesitate, I want to try it myself," "Ask how much it costs," "It's inconvenient to work," and so on, Huashu also formulated corresponding strategies.
"Senior analysis teacher" also has a set of specialized skills that include self-introduction, understanding, and analysis of resonance.
Every question is interlocking.
After finding out the relevant situation of the counselor, the analysis teacher will come to the sentence "After listening to you so much, the teacher thinks that your male (female) friends still love you very much." They will repeat the details of the counselor and use Parallel sentences were supported, and then they mobilized to recover quickly.
If the consultant is concerned about the effect, the analysis teacher has a complete set of rhetoric.
For example, Xiao Yuan encountered a situation where only half of the deposit was paid. He said in the art: "If you are really worried, you can pay half of the deposit first, just like a student of mine this morning... The main reason is that you have to trust the teacher so that you can be highly cooperative in the later service, and the chance of recovery will be higher."
In response to the situation of "distrust and fear of being deceived", Huashu also specially designed response words, for example, "Sister, the teacher is a formal institution, and the teacher also has a family with children. If it is like what you said is a liar, It might have been caught by the police long ago."
Reporters from China Youth Daily and China Youth Daily found that while pretending to be concerned about consultants, they also use aggressive methods, such as: “You don’t understand male (female) thinking at all, and your emotional intelligence is very low. Your emotional ability management is very poor" "If you can solve it by yourself, your relationship will not develop to this point; the wrong way will only worsen your relationship..."
In addition, the "recovery plan" purchased by multiple consultants shows that apart from the difference in personal information, the strategy is nothing more than "calm thinking, effective communication, and rebuilding trust", and the content is basically the same.
Forged documents
Xiao Yuan didn't know the name of the company that cost him 4800 yuan until he called the police. There was no contract between the two parties.
He also didn't care whether these "teachers" who provided consulting services were qualified.
He told the China Youth Daily and China Youth Daily reporter that he only knew that the company where the customer service, senior analysis teacher, and emotional instructor belonged to Wuhan, and the uniformly produced WeChat avatar was marked with XX's "Happiness Plan".
This is the name of the company's packaging for emotional recovery services.
The police investigation revealed that the company involved was an education consulting company in Hankou, and its registered business scope included education consulting services, non-medical health consulting, and psychological consulting services.
The police seized more than 20 false psychological counselor certificates on the spot. According to the company’s employees, the company previously claimed to apply for a psychological counselor certificate and required employees to pay 2,500 yuan per person. Participate in training and examinations, "After a few months, the certificate will be completed."
As early as 2017, "psychological counselors" withdrew from the vocational qualification catalog of the Ministry of Human Resources and Social Security, and their vocational qualification examinations have been cancelled nationwide.
"This means that the targets of this company's alleged fraud are not only customers, but also employees." Analysis of the police handling the case.
In addition, the company claims to its customers that the chance of recovery is as high as 85%.
The police paid a return visit to the customers who made the deal, and "nearly 90% said it was not successful."
Regulatory loopholes
What is the identity of Teacher Wan, who claims to be a senior emotional analyst?
The reporter noticed that in January this year, Mr. Wan's name appeared at the annual commendation meeting of an education company in Wuhan that claimed to "help children improve their memory."
How did Teacher Wan, who is engaged in the youth education industry, turn around and become an "emotional analyst"?
According to police investigations, Wan was born in 1994 with a college degree and was a "home textile designer" before.
The emotional analysts and emotional mentors involved in the case are all in their twenties. Their previous occupations were not related to psychological consultation, such as chefs and auto mechanics.
There is also a "Ms. Liu" who was born in 1999 and was still a junior when he joined the job in June this year.
Liu explained that the company's customer service pushed the customer to him, and after he communicated and recommended the service plan, he pushed it to the instructor.
With a monthly basic salary of 3,000 yuan, he made more than 10 orders in 4 months and received a commission of more than 800 yuan.
Until the incident, he believed that the job he was looking for was "sales."
The police also noticed that customers who have purchased the company's services are basically from outside Hubei Province, and rarely from Wuhan.
"The emotional entanglement between men and women is very complicated, and there is no quantitative standard for emotional services." The police conducted a return visit to some foreign netizens. "Considering that it takes a lot of time and energy to protect rights in different places, once a dispute occurs, most netizens have no choice but to choose." .
According to the survey, once a customer requests a refund, the company also has a special after-sales dialogue technique: either accuses "you did not accept the guidance as required", or simply responds: "Who knows if you really have not reconciled, or Make up and deliberately falsify us..."
In recent years, disputes caused by emotional recovery services are not uncommon.
In Xi'an, a man spent 8800 yuan to customize an "emotional recovery" package service. The "emotional counseling mentor" even helped him "chat on behalf of". As a result, not only did he fail to save his feelings, he was "blocked" by his ex-girlfriend.
In Changsha, a girl spent 20,000 yuan on emotional recovery services, but failed to recover her boyfriend. After complaining online and requesting a refund, she was delayed by the company for violating her reputation.
Sina's consumer service platform "Black Cat Complaints" has more than 300 complaints about "emotional recovery" service complaints, with fees ranging from 2,800 yuan to 26,599 yuan, involving Guangzhou, Shanghai, Hefei and many other places.
Some netizens provided relevant evidence and complained that the consulting agency induced them to process online loan payments. In the end, they not only failed to recover their ex-boyfriend, but also faced high pressure to repay the loan.
Many of these online service organizations claim to have "focused on emotional complex and marriage repair for many years", "physical emotional organization, professional and reliable", and can "1 to 1 efficient communication and guidance", but they can only be contacted by phone or WeChat.
The recovery plan provided is nothing more than "disconnection", "chat on behalf of", and "second attraction" to enhance self-charm.
There are also a large number of accounts that provide "emotional recovery" services on platforms such as Douyin and Taobao.
"Such institutions have emerged in a blowout pattern in the past two or three years. The basic model is: promotion and drainage, customer service, sales, consultants, after-sales; many of them do not have a psychologist's license, marriage and family counselor's license, which disturbs to a certain extent. Market order.” Yang Jie, head of a psychological counseling agency in Wuhan, introduced in an interview with a reporter from China Youth Daily and China Youth Daily.
Yang Jie believes that emotional psychological counseling has a certain professional threshold. In her institution, employees must have the above-mentioned double certificates to provide such services. In principle, they can provide face-to-face services, and the institution is responsible for supervision.
She noticed that such scams occur frequently in many parts of the country. One of the crux of the problem is that, unlike the psychological counseling services in medical institutions which are supervised by the health care department, the psychological counseling services run by enterprises currently lack a clear superior authority. Lack of industry standards, "professional ethics and integrity basically rely on consciousness, this is the most terrible."
A person in charge of the Hubei Psychological Counselor Association introduced during the interview that a large number of emotional recovery counseling services have emerged in recent years, indicating that there is a certain market demand; however, unlike psychological counseling services that have certain professional requirements, this type of society The service has the problem of "trimming the ball" in terms of qualifications and standards.
She reminded that if a counselor wants to seek help from a psychological counseling agency, he needs to look for qualifications, such as inquiring whether the service provider has a psychological counselor certificate, or a basic training qualification certificate for psychological counselors issued by the Institute of Psychology, Chinese Academy of Sciences.
The person in charge also said that at present, no member institution or consultant has been found to participate in deceptive emotional recovery services in the association. Once discovered, it will be dealt with seriously according to the charter; the association will continue to pay attention to such phenomena and deal with bad behaviors. Be regulated and lead the healthy development of the industry.
The Wuhan police reminded that if netizens encounter emotional recovery consultation problems, if they want to seek professional help, it is best to go to a formal organization or offline. "If it is carried out in a different place or online, once a dispute occurs, the cost of rights protection will be higher."
Recently, Xiao Yuan told reporters that after failing to recover his emotions, he finally "recovered" the 4,800 yuan he had previously paid.