mortal train conductor

Chapter 17 Questioning the temperature of the car
The temperature in passenger train compartments is clearly regulated: 18-20 degrees Celsius in winter for air-conditioned trains, and 24-28 degrees Celsius in summer.However, in actual work, the temperature in the compartment is not easy to control, and it will become the focus of passenger complaints. This is not to say that the temperature in the compartment of passenger trains is not up to standard, but because passengers have different physical conditions and different requirements for temperature. Similarly, under the same temperature conditions, some passengers feel as cold as ice, while others feel as warm as spring.

Also, when people first enter the compartment, they will feel cool, rather than the so-called cold, but when people stay in this temperature environment for a long time, they will start to feel cold.Because the journey by train is relatively long, people need to sit for a long time. At this time, the human body is always static, and there is no exercise to dissipate heat. Of course, it will feel cold.In short, it often happens that the temperature inside the car is difficult to adjust.

Car No. 6 where Wang Mengmeng is located boarded 86 elderly passengers from the departure station A, ranging in age from 50 to 70 years old, all of whom were the Sunset Red elderly travel team.

It is now August, the midsummer season, and the heat outside the car is unbearable. The outside temperature is about 8 degrees. The thermometer in the car shows that the temperature inside the car is 36 degrees.Many elderly travelers are wearing long-sleeved T-shirts and shirts.Not long after boarding the train, several elderly people reported to conductor Wang Mengmeng that the temperature in the compartment was too low and too cold, which could easily catch the elderly.

Wang Mengmeng first explained to these elderly people the regulations on the temperature inside the car, but all the elderly people agreed that the thermometer in the car was broken, and even said that if the air conditioner could not adjust the temperature, they should simply turn it off. , it's good to open the window.He was speechless to what Wang Mengmeng said.

In desperation, Wang Mengmeng reported to the conductor Liu Qun, and Liu Qun quickly notified the inspectors to rush to the No. 6 compartment to adjust the temperature.

The bureau group company and the passenger section are very strict on temperature control and related regulations, and the temperature must be adjusted in strict accordance with the regulations.If passengers are dissatisfied with the temperature or have doubts, the conductor should quickly report to the conductor, and at the same time explain and appease the passengers in a timely manner.

The conductor of the train should immediately notify the inspectors, rush to the scene with the inspectors, quickly adjust the temperature inside the train, and apologize to the passengers on the spot together with the inspectors, and solicit opinions and suggestions from the passengers on the temperature.

Liu Qun asked Wang Mengmeng for a moment, and after knowing the situation of 86 elderly passengers traveling together, he quickly made a judgment: group passengers must be appeased in time, otherwise, so many people will get more and more escalated when they say something. There may be group complaints.

Wang Mengmeng said to Liu Qun: "Liu Che, we followed the standards completely, and we didn't violate the rules. Is it necessary to explain and apologize?"

Liu Qun said: "The service work is endless. Passenger satisfaction is our main work standard. If passengers are not satisfied, even if your work is standard and in place, it proves that your work has not reached the humanized standard and you are not successful."

"In addition to safety, the main purpose of our work is to satisfy passengers. Isn't there a saying that the host follows the guest? When passengers come to take the bus, we must wholeheartedly consider issues from the perspective of passengers, so that passengers feel at home and return home. Feeling at home, since passengers have feedback, we must solve it in a timely manner and give positive feedback. If we ignore the feedback of passengers and let them respond, it is very likely that passengers will make calls to the paragraph and call the group The company calls the customer service hotline 12306. In this way, it will be treated according to the complaints of passengers. The rectification assessment is affirmative. In the end, we still need to appease and explain the passengers, and so on. At that time, the passengers will not be with them. It’s easy to talk now, let me give you an analogy, like now there is a small flame with one finger, can you step on it with one foot? But you ignore this small flame, let it go, let it continue development, then it is very likely to cause a fire that you and I cannot control. There is a saying that a thousand-mile embankment collapses in an ant's nest. Now that passengers have some reactions, we will actively deal with them and eliminate complaints and passenger dissatisfaction. The budding state. If complaints are really triggered, not only must we appease the passengers, but we must also write the incident and rectification to the superiors. Solve it in a timely manner, reducing a lot of troubles in the future.”

Wang Mengmeng said: "I still don't quite understand. We are already very standard. What are they complaining about? Even if the superior asks, we answer that we are standard, isn't it all right?"

"Complaint attitude, attitude is whether you are actively serving passengers, whether you have really achieved what we require, and whether you have really implemented the first-inquiry-first-complaint responsibility system. Attitude is the key. For example, if the temperature It didn’t meet the standard, but our train staff responded positively, apologized to the passengers for the positive publicity, and did a good job of explaining, most of the passengers can understand, but if the temperature is not up to the standard now, we pretend to be deaf and dumb, dreaming of fooling around After passing the customs, what awaits us is passenger complaints—financial assessment—serious rectification, and finally we have to apologize to passengers one by one. How can it be so easy to ask passengers to apologize after they get off the train? Solve it once and for all."

"Xiao Wang, I'm going to give an explanation to the passengers now. You are on the sidelines and see how the passengers react."

"Then what's the point of explaining it? Isn't this already adjusted? It's fine if they don't think it's cold!"

"You have to remember the principle that many people don't blame people, and our regulations. After passengers are dissatisfied or questioned about the temperature, the train conductor and train inspectors must do a return visit to the passengers. Don't underestimate this return visit, and don't I think this return visit was thought up by the superiors, or the old saying "transposition thinking". If you are a passenger who reflects the temperature in the car, and the temperature in the car rises after the reflection, the train conductor and conductor will come to make a return visit. Opinion, what do you think?"

"Let's think about it, if I would definitely feel that the train staff took me seriously and respected us passengers."

"Oh, yes, that's the purpose."

Liu Qun said while walking towards the middle of the carriage with the train inspector and Wang Mengmeng. When they reached the middle of the carriage, Liu Qun said loudly to the surrounding passengers: "Passengers, please pay attention. We didn't expect all the elderly passengers to take the train just now. The temperature should be raised a few degrees in advance, but it is still adjusted according to the fixed thinking and the original standard, which has caused everyone to question the temperature and generate dissatisfaction. Now the train has adjusted the temperature, but I still want to represent our train to everyone. Passengers apologize for the inconvenience caused by our negligence in our work. At the same time, we would also like to thank you for your timely requests and suggestions for our work. With your suggestions, our trains will anticipate the temperature needs of passengers in the train in advance. And make adjustments in advance, thank you everyone!"

A female passenger in her 60s who looked like a tour leader stood up and said to Liu Qun, "Thank you very much, the train conductor. Our country is better. We all came back from traveling in Singapore, Malaysia and Thailand. The trains there are really not as good as ours. The train is good, the train conductor there is not as good as our train conductor here, oh, by the way, and our conductor is also very handsome, he adjusted the temperature for us so quickly, thank you very much!"

Another gray-haired male passenger also said: "Yeah, our country is better. We have suffered a lot during this trip, and we have suffered a lot. Our railway is better. We are sincerely thinking about us. We elderly passengers are not welcomed wherever we go, I didn’t expect to respond as soon as I reflected with the conductor, and made adjustments so quickly, I feel that our country is really great!"

Liu Qun hurriedly said without losing the opportunity: "You are all seniors who have made outstanding contributions to our country's construction. We should serve you well. What we do is what we should do!"

A slightly bald elderly male passenger also said: "Yes, yes, it's a great honor, the train conductor came to adjust it himself. But what if we feel hot again?"

Liu Qun pushed Wang Mengmeng in front of him and said, "The conductor is there for you anytime, anywhere. If you feel hot, tell the conductor immediately, and we will adjust it for you immediately. The temperature should not exceed 5 minutes at most, and the temperature should not exceed 10 minutes at most. , but the situation you mentioned should not exist, because our trains are more advanced, and the set temperature will be adjusted by itself, but if you still feel that the temperature is not suitable, please feel free to tell us.”

Amid the cheers and laughter of the passengers, Liu Qun and Wang Mengmeng walked towards the flight attendant's room, and walked through a row of seats. An elderly male passenger stuffed a passion fruit into Wang Mengmeng's hand. The young man has worked hard, let's drink some water Soothe your throat, this is not a gift, this is my own investment. "

Wang Mengmeng asked in surprise: "How did you invest in yourself and invest in me? We seem to have just met, right?"

The elderly passenger said humorously: "I invested in you just to let you serve us bad old men better!" He laughed heartily.

Wang Mengmeng curled his lips: "Is this okay?"

Liu Qun said to the old man: "Old man, we have received your heartfelt wishes, but we are all soldiers, so we cannot treat ordinary people with needles." Wang Mengmeng puffed out his chest and returned the passion fruit to the old man.

Wang Mengmeng whispered to Liu Qun: "Through this incident, I seem to have found a sense of accomplishment." The two returned to the flight attendant's room.

Liu Qun said to Wang Mengmeng: "The psychology of passengers actually has rules to follow. Take the passengers just now as an example. If they are just about to travel, they will be in a very happy mood. Even if they suffer some setbacks during the journey, After receiving some cold looks, they will feel indifferent, because they feel that there is great happiness waiting for them in the future; however, if they come back from a trip, just imagine, firstly, they are physically and mentally exhausted, and secondly, they may be injured during the journey. Bewitched by the tour guide, I bought some things I shouldn’t have bought. I’m regretting it, and I may have been deceived during the trip. Now that I’ve just come back to it, I may feel that the time of the trip is different from what the travel agency said at the time. , in short, returning passengers are generally not as happy as when they came out, so try not to provoke them."

"Oh, what you said is true. Although I didn't run a few times, I don't think I was in a good mood on the day of the bus. But if it's the day of the return trip, especially when the station is near , When I was about to get home, I was in a particularly happy mood, it seems to be the same reason.”

"Yes, yes, you are quite good at drawing inferences from one instance, you are worthy of being a postgraduate student!"

Just as the two of them talked here, they saw a young man in his 20s standing at the door of the flight attendant room and looking inside without saying a word. Wang Mengmeng's attitude was quite positive and he asked, "Master, what can I do for you? "

"It's okay, but I'm a little unhappy. I want to reflect with you."

"Okay, okay, welcome." Liu Qun also said.

"It's like this. I'm also a passenger in carriage 6. In fact, when you were talking about the temperature to those elderly passengers just now, I also wanted to talk, but I think we are all weak. If you say It's inappropriate, and it's meaningless to be robbed by those old people."

"Oh, the temperature thing? What do you think of the temperature?"

"I think it's too hot. The temperature in the compartment is basically the same as outside. You see, I'm sweating after sitting for a while. You take care of the elderly. I have nothing to say, and I don't know what to say." , But I feel a little panicked, so I ask you to reflect, there is nothing wrong with taking care of the elderly, but we young people are also the same passengers, we feel that the temperature in the compartment is too high, and we are particularly uncomfortable sitting here. "

Listening to the young man's words, Wang Mengmeng was a little dazed again: What's going on?It means that the old people think it is cold, we have adjusted the temperature up, and now the young people are looking for it again, thinking that the temperature in the carriage is too hot?What can I do?

Liu Qun said to the young man: "Hello, young man, it has caused inconvenience to your travel, how about this, let's find a way to solve the problem you mentioned as soon as possible, please go back to your seat first, okay?"

The young man felt relieved after expressing his point of view, and returned to his seat to ride.

Liu Qun said to Wang Mengmeng: "Xiao Wang, now you can use your ingenuity and your higher education in university to come up with a solution in a few minutes."

Wang Mengmeng said: "I'm afraid I can't do it?"

Liu Qun said decisively: "I think it will work!"

(End of this chapter)