mortal train conductor

Chapter 257

As the saying goes, "a good word will warm the winter three times, and a bad word will make it cold in June".Corresponding to the train service work, this sentence reflects that the benign communication between train staff and passengers is the basic function of language, and good language habits are a kind of wisdom and a kind of self-cultivation, and a proper grasp of language , can make passengers feel comfortable, like a spring breeze, otherwise it is likely to lead to conflicts, disputes and even complaints.

With the continuous progress of society and the gradual increase of passenger demand, the role of standardized and systematic service language is becoming more and more prominent.It can not only establish a good image of train service personnel and railway enterprises, but also create service specifications and language skills that are popular with passengers, and enable service personnel to win understanding, favor and trust in the process of communicating with passengers. As a conductor, learning and using service language well is not only a need for one's own image, but also a need for improving passenger satisfaction and corporate competitiveness.

Service is an intangible commodity, although the main business of railway transportation companies is to transport passengers from A to B safely.But this only meets the most basic needs of passengers. With the development of society today, passengers who take trains have higher-level needs, that is, they need to enjoy a good ride environment and high-quality services during the ride. .

In the service work of passenger trains, language is an important means for each train service personnel to complete various reception tasks, and it is also a prerequisite for improving the level of train service and doing a good job in train civilized service. Whether the standard and systematic service language can be used is directly related to the image of the railway transportation enterprise, reflects the service quality and management level of the railway transportation enterprise, and also reflects the mental state and civilization of the train crew.

In the process of passenger train service, passengers take the train to travel and always regard this travel as a kind of spiritual and material enjoyment. Passengers often have a bad ride experience, and will mistakenly think that the railway management is too poor and the quality of railway staff is too low.

Many facts show that passengers' evaluation of train service quality is determined by the attitude of the train staff. For example, the waiters in the dining car can't make the food that doesn't suit the passengers sweet and delicious, but they may make the original Sweet and delicious meals become tasteless and tasteless.

No matter how good the chef's food is, how clean the tableware is, and how tidy the dining environment is, if the service is not good, the passengers will not be satisfied. As a waiter in the dining car, can he use civilization in the process of serving passengers? Good language, smiling faces and welcoming guests are very important.

Passengers are very keen and can feel the attitude of the train staff. At the same time, passengers will always associate the quality of a train staff with the service and management of the entire railway, and then consciously or unconsciously bring it to all parts of the country for positive or positive comments. negative publicity.

For example, if a waiter in a dining car can pay attention to the art of language and use it vividly, he will achieve some unexpected results in his daily work, and he can also make up for the lack of work in other positions and achieve better results.

For example, a passenger ordered a dish of steamed fish in the dining car, but the waiting time was a bit long. When the passenger expressed dissatisfaction, the waiter walked over and said, "I kept you waiting for a long time, because the chef wanted to let you eat fresh fish. , The master specially kills and prepares live fish, so I am sorry for the delay of your time, but good things take time, and good dishes take time, please wait a little longer, and you will be able to eat fresh and delicious steamed fish."

Hearing such an answer, I believe 100% of the passengers will smile and express their gratitude.

However, if the service language does not talk about art, it will often backfire.For example, when a waiter in the dining car saw two passengers chatting after finishing their meals, she wanted to take the initiative to take care of them and provide services, so she went over and asked, "Do you need anything else?"

When saying this sentence at this time, if the expression and body language are inappropriate, it is very likely that passengers will mistakenly think that they are urging them to leave, which will inevitably cause dissatisfaction among passengers.

On passenger trains, the flight attendants wear beautiful railway uniforms after work, but if they speak unartistically, rudely, or not talkative and too dull, passengers will immediately feel that this train work The personnel are more arrogant, or rather rude, disdainful or not good at talking to passengers.

In fact, accurate, beautiful, and natural service language will not only give passengers a good impression, but also the train staff will also feel the enthusiasm and feedback of passengers from the heart, thus creating a virtuous circle, and everyone is happy. This is the charm of communication.

And if they don't communicate with each other, they are likely to be sullen. How can we create a harmonious and harmonious travel environment?
Liu Qun has been thinking about this issue, how to enable train staff to actively communicate with passengers at work.In fact, train staff receive passengers every day, and often answer passenger inquiries, do safety promotion to passengers, train reminders, etc.Language services take up a large proportion. Whether the language can be used properly and the appropriate speaking method can be used will largely affect the passenger's impression of the overall work of the train.

Liu Qun has been racing cars for many years, and once summed up some jokes caused by improper speech on the train.

For example, when the waiter in the dining car sees that the rice in the passenger's bowl has been eaten, he kindly asks the passenger: "Do you want more food?" Clue—Do you want food?Meaning I've been begging for food before?
Also, when the merchandise salesman on the train sells socks, he asks the passengers: "Do you want a man or a woman?" .

In fact, these words can be slightly modified or can be said in another way.For example: "May I add some more food for you?" "Do you want men's socks or women's socks?" This not only makes the passengers feel comfortable, but also makes the train staff polite, thoughtful and enthusiastic, and their words are accurate .

Service language is one aspect, but facial expressions and body language must also be well coordinated. No matter how beautiful the language is, an uncoordinated attitude and facial expressions will still make passengers unhappy.

For example, when a passenger gets on the train, although the conductor says "Hello, welcome to the train." But the expression on his face is stiff, he does not smile, or he shifts his eyes to other places indifferently. Do people doubt whether the train staff really welcome them sincerely?
Therefore, when communicating with passengers, the correct manner and expression should be to face the passengers, with a pleasant smile, and keep your eyes on the passengers' eyes or the triangle area of ​​the eyes and noses.

After talking with passengers in the carriage, you should take a step back, then turn around and walk away to show respect to the passengers, instead of turning your head and walking away immediately after speaking, let the passengers see their backs immediately.

Liu Qun wants to pass on these common senses to the team members, especially the young workers, in a subtle way.

(End of this chapter)