mortal train conductor

Chapter 104
Complaints are the communication bridge between passengers and railway trains. Although complaints will cause discomfort between passengers and train crews, as long as complaints are handled properly, bad things can be turned into good things for the trains.

First of all, complaints can help train managers find problems and deficiencies in service and management, because managers are generally "obsessed with the authorities" and cannot see their own problems, and these complaints can be "clear to the bystanders", and the passenger's Complaints provide train managers with a new perspective, which really reflects the saying "the person who understands your weaknesses best is not your friend most of the time, but your opponent";
Secondly, passenger complaints can improve the relationship between railway trains and passengers and restore their own reputation. According to the survey, complaints are handled properly, which can turn most of the train complainants into loyal "iron fans".

Due to the particularity of passenger train services, it is difficult to completely avoid passenger complaints. Trains should actively respond to them, give full attention to them, and make full use of passenger complaints to improve the service quality and management level of trains. Passengers show a people-oriented and responsible image of Chinese railways.

The passenger section where Liu Qun works attaches great importance to complaints.Many relevant regulations have been formulated. In actual operation, it is required that when train staff meet passengers who are dissatisfied with their work or even question their work, they must explain to the passengers and report to the train conductor quickly. After receiving the report, we must rush to the scene as soon as possible, explain the work to the passengers, solicit their opinions, and try our best to eliminate the complaints on the scene and in the team. This is also a manifestation of meeting the needs of the passengers' right to speak It is a happy thing to solve the problems and doubts of passengers on the spot.

On this day, K18 was running happily on the railway line for the second time. Liu Qun, the train conductor, was inspecting the hard-sleeper carriage. Li Mang, the conductor of the hard-sleeper carriage, reported to Liu Qun through the walkie-talkie: An elderly male passenger took a little boy with him. Urinated on the floor by the car door.When Li Mang stopped, the passengers felt dissatisfied and asked the conductor to come to the scene to deal with it.

When Liu Qun came to the hard-seat carriage, he saw an old man about 70 to [-] years old and a little boy of [-] or [-] years old, arguing with Li Mang: "My grandson wants NIAO, why don't you let me. You are making trouble ,do you know?"

Liu Qun stepped forward and said to the old man: "Hello, uncle, I am the train conductor of this car. If you have any problems, you can report to me, and I will try my best to solve them for you."

The "grandfather" said: "The train conductor, my child is young and used to being on the ground at home, so I want to make it difficult for the train door, and your people just stop it!"

Liu Qun said to the "grandfather": "Look, we provide toilets for passengers, and even children can't urinate anywhere on the train, after all, it's not in our own home, and the train is a public place, and there are many female passengers , You see there are little girls in the car, your own children don't care, but what do other passengers think?"

The "grandfather" said: "My grandson is used to being on the floor, and NIAO can't come out in other places! Besides, 'Tong Bian' is a kind of medicine introduction of traditional Chinese medicine, and it is not dirty."

Li Mang interjected: "That's your own business. In your house, it's okay to urinate on the bed. It's a hobby, but it's not allowed on the train! I just don't do this job today, and I can't let your grandson sit on the door of the car." Urinate!" Liu Qun listened to Li Mang say "your grandson" and thought, did Li Mang say that specifically or just by chance?I don't know who this is referring to.

The "old man" yelled a lot of dirty words in dialect, saying that he would complain to his superiors about the train, and that the train staff would deliberately suffocate his grandson to death. This is murder and a crime...

Liu Qun first persuaded Li Mang to leave, and he was a little speechless to this "old man", but he still had to explain patiently: "The outside of our train door leads directly to the outside of the car, and if you urinate from here, you will be showered directly. When it is on the track, and the train is running at high speed, it is very likely that it will be sprayed on the outer skin of the carriage and many mechanical parts at the bottom of the train, which will cause corrosion. It is even more certain that it will be sprayed on the hand railings and door handles of the carriage. , this is where other passengers need to grab and hold, this is wrong.”

"Grandpa" still doesn't make sense, one word - as long as you don't let my grandson pee on the door floor, then I will complain.

In desperation, Liu Qun flatly refused this request, and said to the "grandfather": "I'm sorry, our service work has principles and bottom lines, and we can't blame you (from you to you, it seems that Liu Qun Dissatisfied with the behavior of the "old man", the sense of respect gained in age has been lost) and we still let it go if we do inappropriate behavior, then it is irresponsible for our work, and it is also irresponsible for you, and even If you are not responsible for the safety and sanitation of all passengers in the car, this matter really cannot be promised to you.”

"Grandpa" was also a little anxious afterwards: "You don't let my grandson NIAO, it's really suffocating, you have to be responsible."

Liu Qun said: "You have to be responsible for what you say. You have to be clear. I didn't stop your child from urinating. The toilet is right in front of you. You can let your child urinate at will. As the manager of train public health, I will not let your grandson It’s just urinating in an inappropriate place in public.” When it comes to “your grandson”, Liu Qun is also a little surprised at the appearance of this word, and now, Liu Qun doesn’t know, does this word still refer to that little boy?

"Grandpa" said unreasonably: "It's all the same, that is, your conductor doesn't let the child pee."

Liu Qun thought to himself: Many people say that there are many "bad kids" nowadays, and most of the time, you really can't blame the kids.It should be realized who raised the "bear children"?You said that there is such an old man who keeps the toilet there and refuses to let the child use it, insists on urinating on the floor, and still looks plausible. Do you think this child will be able to learn well when he grows up?

Liu Qun was very angry, but he knew that if he told the old man some great truths at this time, he would definitely not listen to him, and it would only be counterproductive.

Liu Qun said to the "Old Man" with a pleasant face: "Old Man, do you think this is good? Give me a minute. Our toilet door is open. You watch from the outside. My child and I go into the toilet. The child urinates in the toilet. It’s only for one minute. If I don’t succeed, I will definitely give you a satisfactory solution. What do you think? Taking a step back, even if you hold back, it’s not about this one minute.”

"Grandpa" said angrily: "I'll give you just one minute. If you can't solve it, I'll never end with you. Even if I risk my old life today, I will let the child NIAO be on the floor!"

(End of this chapter)