mortal train conductor

Chapter 176 Guiding Interactive Services to Improve Riding Experience
Purposeful interaction with passengers is also a way to serve passengers and improve service quality.Practice has proved that this service method is very effective, and the travel purpose of passengers has progressed from "going well" in previous years to "going well" now.

The sense of identity and presence of passengers during the journey is also an important service goal in psychology.How to make passengers feel valued and respected during the journey has always been the goal pursued and explored by railway passenger personnel.The interactive service perfectly solves this problem.

The so-called interactive service is to guide passengers purposefully through train service personnel, so that passengers and staff have interactive behaviors, such as discussing some issues or launching some activities such as interesting answering questions, so that passengers can participate in it, which can make passengers feel less tired. Bring a touch of color to your travel life.

In the past, the service was only to clean up passengers, provide a good travel environment, and introduce train schedules, etc., which can no longer meet the higher-level requirements of passengers at this stage. However, through interactive services, passengers can learn about the needs of passengers and allow passengers to participate in the train. In the service and management of the company.Liu Qun is good at organizing passenger interactions, such as asking passengers to act as train staff, and working with the staff to deal with the problems encountered by passengers during the journey. , Introduce the "People's Railway" newspaper to passengers, take pictures of passengers, etc.This interactive service method can also make passengers think differently, think about some problems in the journey from the perspective of the train staff, and allow some passengers who have objections and problems to avoid tit-for-tat against the train staff and Some passengers come out to explain to other passengers, so that the passengers who ask questions are more acceptable, it is easier to accept the persuasion and guidance from the same passengers, and it is easier to understand that the work of the train staff is not easy.

The ultimate goal of doing service work is to satisfy the passengers, to take the bus happily, and to get off the bus happily, but if only the traditional service method is used, one thousand people, one million people one method, just work hard on your own, Regardless of passengers' feelings, regardless of whether passengers understand or accept it, and carry out service work on their own, the service effect cannot be said to be bad, but it is always not as effective as the service with passengers' choice and participation.

Liu Qun is good at motivating the team to carry out various activities and let passengers participate in them. For example, during the "two sessions" period, he used the train broadcast and the WeChat official account of the team to invite passengers to participate in the quizzes of the two sessions; Passengers and train staff will be invited to form a theatrical performance team to perform for the passengers in each carriage.These measures have received very good service results. Many passengers called or sent WeChat to thank Liu Qun when they got off the bus, saying that this trip was really fulfilling. This is a refreshing way to make this ordinary trip worthwhile.

For example, when there were overcrowded passengers just now, Liu Qun mobilized seven lawyers and passengers to answer passengers' inquiries and relevant legal knowledge with the train staff in the carriage. There were some complaints about the reduced ride comfort, but after such an interaction, I saw the dedication of the train staff and tried their best to serve the passengers, and most passengers also recognized the work of the train.Even if some passengers are dissatisfied with the overcrowding of the train and the inability to buy tickets, after such an interaction, they are embarrassed to make trouble again.

Liu Qun and the staff of the team formulated the formula of "always one step ahead of the passengers". Before the passengers discover their own needs, they try to find a way to imagine the difficulties for the passengers during the trip, and then provide relevant services in advance. Be ready to achieve high-quality service with meticulous care, even if the staff makes a slight mistake, passengers are embarrassed to lose their temper.

Comparing your heart with your heart and discussing the matter according to the facts, if you are a passenger, if you have an opinion in your heart and you have not seen the staff to make a round for a long time, then what will you think as a passenger?These railway workers feel ashamed in their hearts, they dare not come out to meet people after seeing them, so just hide!Let you hide from the first day of the junior high school but not the fifteenth day, and if you hide from me and dare not see me, then I can call and complain.

Under the same slightly dissatisfied mentality, when seeing the railway staff patrolling the carriages in a neither humble nor overbearing way, the passengers have another mentality: it is not easy to see other railway staff, at least they will not avoid or avoid problems, and take the initiative to talk to them. It's not easy for passengers to communicate - the temperature in the compartment is a little high?The higher the height, the higher the number of people must be; the temperature inside the carriage is a bit low?Let's keep it low, there are so many tourists, and the temperature is too high to be dry... This is the normal thinking of normal tourists.

Liu Qun learned and analyzed the psychology of passengers. Let the dissatisfaction and resentment in the passengers' hearts have an outlet, and their resentment and dissatisfaction will be dissipated with the wind. However, if the passengers are dissatisfied, the staff will avoid Come forward and wait for the passengers to accumulate grievances and dissatisfaction to a certain extent and come to the door. It is not something that can be understood by a few words. It is even more difficult for the staff to convince the passengers.

As in life, we must be good at summarizing and managing, and continue to conduct research and summarization to extract possible problems in service work. If we can face up to difficulties and actively deal with problems in work, most of the problems will be solved.

Liu Qun opened up his mind and brainstormed ideas at the meetings of the civil management team of the team, and often asked everyone to put forward good suggestions for the problems that may exist in the travel of passengers.Wang Jian, the train attendant, asked the train conductor or the attendant to set up a passenger vent center at the train conductor's office seat.In fact, it is to allow passengers to vent their dissatisfaction as much as possible, and to put forward their own opinions and suggestions on railway passenger transport work and train service work.

This proposal was unanimously approved by all members.But about the name, there are still some differences. Zhang Lan thinks the name of "Vent Center" is too vulgar and too popular, and wants to change it to a more elegant name, but Liu Qun has a different opinion. He believes that for most tourists, Said that the name is not important, the important thing is to make it easy for passengers to remember and understand. For example, if it is called a psychological counseling center for tourists, it is a bit out of touch. Passengers do not want to approach it when they hear this name. I can understand it, and no one knows what it is for, so the name of "Venting Center" was decided.

(End of this chapter)