mortal train conductor

Chapter 256 Lack of Security Publicity and Insufficient Language Services
Although the team handled the case of the luggage falling and hitting the passengers well, Zhang Lan’s evidence collection work was also very standard. The 5 circumstantial testimonies of the passengers, the video data of the video recorder and the camera in the car, etc. All strongly support the cause, process and result of this incident.

Liu Qun has already talked to the passenger on the phone, basically expressing the attitude of the railway department, and the next step is to wait for the passenger's reaction.

Although in this matter, the train basically has no subjective responsibility.

However, Liu Qun is a grassroots manager who is good at point-to-point and discussing things as they are. He is good at reflecting the truth behind the incident through what actually happened, and constantly strengthening and reinforcing the loopholes that may occur in his work through the hidden dangers that may occur. Only in this way can we go further and further on the road of safe production and ensuring the safety of passengers' personal and property safety.

Through what happened this time, Liu Qun once again carefully studied the regulations on luggage racks formulated by Duan Shang.Liu Qun found that the safety of the luggage racks is very important on the section. First, it must be comprehensively arranged at the departure station to ensure that it is safe and firm, and at the intermediate station, it must be reorganized at any time.

Moreover, it is also required that the conductor must enter the train to inspect the train before the train arrives at the station and after the train drives at the intermediate station, to help passengers pick up and place their luggage, and to do a good job of safety publicity.

The staff in his own team knew very well, and Liu Qun clearly realized that it was okay to help passengers get their luggage, but it might be weaker to do a good job of safety publicity.

The old staff in the team are better, good at using language to communicate with passengers, while some young staff are more stupid, or poor in psychological quality, afraid or embarrassed to carry out oral safety publicity and homework to passengers The notice is just doing "dumb work", and often the disadvantages of this kind of "dumb work" are also obvious, that is, after the completion of the work, the passenger's approval will not be obtained. I understand, but I still don't cooperate, and even feel disgusted.

In fact, there are clear provisions in the railway regulations that passengers must be notified before any operation is carried out, that is, a notice is given to passengers, which operation the train staff will carry out, and passengers are requested to cooperate.

Although it is said that Liu Qun has repeated orders repeatedly, and asked all the conductors to start to exercise, strengthen the application of various notices, and train young comrades to be able to talk and laugh freely in front of passengers.

But exercise is exercise. Some young employees still don't understand the importance of various announcements and the charm of language. They just think that they can do what they should do or even pay more for passengers. In fact, this is wrong.

The language in the service is the best tool to open the heart between people and the most important tool to achieve high-quality train service. Beautiful language and ingenious way of speaking will change and affect passengers' views on railways and train work people's views.

Appropriate language is very important in service, and spoken dialogue can change the perspective of unhappy, unattractive passengers, passengers who plan to complain because of poor railway service, and may even turn complaints into praise.

To put it more broadly, service language is the "productivity" of the railway service industry. If it is used well, it can reduce costs and improve efficiency for railway transportation companies. Anything that can create value can be called productivity.

Many veterans know the saying, "If you beat someone to death, you will pay for your life, but if you coax the dead, you will not pay for your life."It doesn't mean that you really want to coax people to death, but it means that you need to be good at speaking, turn an unfavorable situation into an advantage, and be good at using some white lies to get both parties out of an embarrassing situation when it is embarrassing or uncomfortable.

For example, there is a joke on the Internet that "coaxing death does not pay for life": A buyer bought a pot of mimosa from the Internet, and after carefully nursing it at home for several days, he found that the leaves of the mimosa were not as advertised by the merchant. When you touch it, it will roll up automatically, and then he will ask the merchant.

After watching the video he sent, the businessman also felt very strange, so he replied with a sentence of coaxing death, which made both parties happy: "Mimosa is real mimosa, and ordinary mimosa is very shy. It, it will roll up, but it may be that the pot of mimosa you bought is special, it is not shy!"

Although this is a joke, the businessman's adaptability and grasp of human nature are reflected in the joke.

Extending to the train, for example, after the train is overcrowded, there are too many people to stand on, and it is very difficult for the traveler to find the garbage disposal place, and it is very difficult for the train staff to clean up because of the large number of people. When some large stations, the number of passengers basically recovers. After reaching the capacity status, the conductors will rush to start a comprehensive cleaning of the car.

At this time, there will inevitably be large pieces and piles of garbage. At this time, the conductor needs to provide certain language services accompanied by cleaning, otherwise it will easily arouse the resentment of passengers, and even the passengers in the train will blame the conductor for this.

The old conductors often talk to and thank the cooperating passengers while cleaning, for example, they will say something: "Please let me go, please lift your feet and take your luggage. I will help you create a good travel environment. Very Thank you for your cooperation." And so on.

Even if some passengers questioned why the conductor didn’t clean up in advance and caused so much garbage, the old conductor would respond with witty words: “This is also for you to have a good riding environment. Think about it, there were so many people just now, If I want to clean up, it is inevitable that the cleaning tools or rubbish will touch your luggage or clothes. This is very impolite to you. Now that I clean up when there are fewer people, I will avoid that from happening. "

Seeing these conductors sweating profusely cleaning up, smiling and chatting politely with themselves, almost all the passengers were embarrassed to say anything.

For some young conductors who are not deeply involved in the world, at this time, they will just keep their heads silent and work hard. In the case of sweating profusely, they are also embarrassed to communicate with passengers, and they seem to be a little nervous. The expression on your face will definitely not look good, and the passengers will not take the initiative to consider it from the perspective of the conductor at this time. Instead, they may mistakenly think that your expression is disgusting to these passengers on the train.

People are like this. When you are nervous, you will definitely have an unnatural expression. If your expression is unnatural, you will be misunderstood. In addition, if you don’t communicate with passengers, it is not surprising that passengers have different thoughts.

Take Wang Mengmeng and Zhang Feifei as examples. Liu Qun has talked with them many times, and they all have the same idea—I would rather work more than say a word.

Liu Qun told them that maybe you can save a few tasks by saying one sentence, but the effect of several tasks you do is not worth one or two sentences to make passengers feel satisfied.This is because service work is not just a service in action, but also a service in language, which must not be underestimated.

(End of this chapter)