mortal train conductor

Chapter 105 Passenger Demands Thousands of Train Services
Liu Qun couldn't help but responded: "Master, it's not that serious. It's not something worth fighting for. After all, it's an internal conflict that can be resolved!"

Liu Qun turned his face to Li Mang again and said, "Li Mang went to find a mineral water bottle, filled most of the bottle with water, bring it to me, a little faster."

Liu Qun and the little boy entered the toilet, and the "grandfather" stood angrily at the door of the toilet, watching. Liu Qun took out his mobile phone and searched for a video of "a dog learns to go to the toilet" shot by an enthusiastic netizen on a popular video website. video.After opening the video, he said to the little boy: "Kids, take a look at this, look at how cute the puppy goes to the toilet by itself." (Disclaimer: There is no ambiguity, the puppy is only selected because it is cute, and children like to watch it)

Hearing the dog barking from the phone, the little boy involuntarily looked at Liu Qun's phone screen, and saw a black and white puppy running to the squat toilet at home by himself in the video, and began to urinate after aligning himself with the position , After urinating, he pressed the flusher with his right paw.

Looking at the naive look of the puppy in the video, the little boy couldn't help but smile.

Liu Qun took the half bottle of mineral water handed over by Li Meng, and said to the children, "Come on, let's do the same as in the video, okay?"

The boy said childishly: "Okay. The puppy is so cute!"

Seeing the little boy standing in front of the toilet, Liu Qun opened the lid of the mineral water bottle, placed it about a foot high, and slowly poured the water inside towards the hole of the toilet.

"Look, that's it." While talking to the little boy, Liu Qun said to the "grandfather": "Help grandson take off his pants."

The little boy said: "No need, I will take off my pants." Seeing the small water in the bottle in Liu Qun's hand flowing into the toilet, the little boy seemed to have the desire to defecate, Liu Qun even said "shhhhhhhhhhhhhhhhhhhhhh —shh” sound.

Finally, the little boy used the toilet happily.

The "grandfather" was also very happy when he saw this. He didn't expect that he would use the toilet after taking a train to train his grandson.He said happily: "I will call my son immediately, his son will go to the toilet!"

Liu Qun said to the "grandfather": "Look how good it is. In the future, children can form such a good habit when they return home. You don't have to work hard, do you?"

"Grandpa" also said with a bit of uncontrollable expression on his face: "Oh, you young people have a way, we old people take care of the children, there is really no way to control it, the children don't listen to what you say, and get angry, and you say it lightly The child simply ignores us, or you have a way to make the child happy and learn."

Seeing the happy look of the "grandfather", Liu Qun couldn't help feeling: In life, many spoiled children are not bad in nature, but some parents have blurred the boundaries of rules and morals since childhood. There is no exact definition in my mind.

In fact, no amount of preaching can compare to the approval in the child's own heart, so speaking the truth to the child's heart is an important link.There is no need for empty and tasteless preaching, but with examples from life, so that they can truly feel what it is like to be truly sensible.Only by letting the child have such an image of "truth, goodness and beauty" in his heart, will the child accept changes little by little.

There are no born good kids and no born bad kids in life.When complaining about your child's waywardness, reflect on whether you have really fulfilled your due responsibilities as a parent?
At the return meeting, in the No. 8 car of the train, Liu Qun re-emphasized the problem of passenger complaints, and adopted the method of simulating passengers to explain several methods and attitudes towards passenger complaints.

"The first is to listen to the passengers' complaints. Let's take a look, let's simulate. Now Wang Jian is the complainant, and Wang Mengmeng is the train staff. Everyone pay attention to it. At this time, Wang Jian complains that Wang Mengmeng's attitude is not good. Wang Mengmeng should first keep silent , avoid using aggressive language, but you should look at Wang Jian and maintain eye contact, so that passengers can feel that you are listening, and you can’t say that Chen Mo just ignores it, which will make passengers even more angry."

After Liu Qun finished his narration, Wang Jian suddenly raised his voice and said, "I want to complain to you! Why is there no more sleeper berths for me, but the people in front have them! You are good relatives and close friends! I don't approve of important passengers. !" At this time, Wang Mengmeng looked at Wang Jian and nodded slightly.

Liu Qun stood aside and continued to narrate: "Secondly, if the staff want to express their apology, they must come from the heart and show sincerity, and at the same time express sympathy and comfort for the passengers' experience."

Liu Qun signaled Wang Mengmeng to imitate, and Wang Mengmeng said: "Sir, I apologize for not making up your sleeper berth. I can also understand your feelings. Standing all the way like this is definitely unbearable. If I were you, I would not be happy." , I’m already in the queue, I’m really sorry to tell you that there’s no sleeper berth, I’m negligent in my work, you’re right to criticize me!”

"What Wang Mengmeng said is good!" Liu Qun couldn't help but gave a thumbs up. This was a simulation of impromptu intention, and there was no communication beforehand. It can be seen that Wang Mengmeng's psychological quality, a graduate student, is getting better and better under the training of the train.

"The third is to communicate with passengers sincerely, understand the problems that passengers need to solve at the same time. During the communication, you can ask questions appropriately, obtain the information of passengers' needs, repeat and confirm the problems encountered by passengers in your own words. problem, and make a record in due course, so that passengers feel that they are valued. Wang Mengmeng, please continue.”

Wang Mengmeng took out a small book and asked Wang Jian: "Master, is it possible to use either a soft sleeper or a hard sleeper? Seeing that you are in such good health, the upper bunk is not a problem. Do you think this is good? You can leave a phone call, or you can go to the bed right now." Wait nearby, if there is a sleeper, I will notify you as soon as possible. Come, let me write down your mobile phone number, if there is a call from City A, you must answer it!"

"Fourth, the solution to the problem needs to be formed after consultation and approval by both parties. When determining the solution to the problem, it is necessary to safeguard the legal and reasonable rights and interests of passengers, as well as the legitimate rights and interests of other passengers on the railway train and the basic principles of the train. , rules.” As soon as Liu Qun finished speaking, Wang Jian, who was silent for a while, was unwilling to be a supporting role, and began to speak loudly: “Well, let me sit in the sleeper car first, and when someone gets off the car, I will sleep right away, so there is no need Question? How about I give you the money first, and you keep an eye on it for me!"

Wang Mengmeng said: "This is against the regulations. Passengers with hard-seat tickets cannot take the sleeper car, and I can't help you with the sleeper berth. This is against the regulations. Don't worry, you are now ranked first. We will let you know as soon as a seat becomes available."

"The fifth and most important point is to react quickly. The train conductor must quickly report to the train conductor, and the train conductor rushes to the scene quickly. Note that after the train conductor arrives, the conductor is not finished, but should continue to cooperate on the scene. Follow the command of the train conductor, and take actions such as apology and service according to the situation. In a word-proactive service, eliminating complaints, and speaking up when you have something to say." Liu Qun concluded.

"Finally, I would also like to thank the two extras for their wonderful performances!"

There was a burst of warm applause in carriage No. 8.

(End of this chapter)