mortal train conductor

Chapter 261 Implementation of the First Question, First Suit and Practice

Taking advantage of the gap between passengers boarding the train, Wang Mengmeng used the walkie-talkie to contact Wang Jian, the train attendant.

"Master, please get off, please help me check when you are not busy, how to quickly transfer from station F to station G, what are the transfer trains? How long does it take to wait? There is a passenger in No. 4 carriage help."

After about five or six seconds, Wang Jian's voice came from the walkie-talkie: "Xiao Wang, okay, I see, I'm handling the ticket replacement business for passengers now, and I'll check it for you as soon as I free my hands."

The "First Ask, First Complaint System" introduced by the China Railway Department means that for inquiries, complaints, and help requests from passengers, the first staff member who receives them must help passengers solve the problem from beginning to end. This staff member is the first Ask the first person in charge of the first complaint, and other staff who have the obligation to cooperate must provide unconditional assistance and cooperation.

In this process, the first person in charge should be responsible for answering the questions raised by the passengers and solving the difficulties of the passengers, and should not pass this responsibility on to other staff members.

It's like "transfer jurisdiction" in Liu Qun's study of law.When the receiving court believes that it does not have jurisdiction, transfer the case to a court that it believes has jurisdiction.The transferred court shall not transfer the case again. If it believes that it does not have jurisdiction, it can only request the higher court to designate jurisdiction.

It reflects that China Railway sincerely solves the problems for passengers and solves the problems in passenger travel.

That is to say, no matter what happens to passengers during the ride, no matter whether the conductor can manage the matter or not, as long as the passenger asks the conductor or conductor for the first time, then there is no need to look for other staff. Let the conductor help you solve the problem from beginning to end, or give feedback to the relevant personnel.

In a word, the staff who the passengers ask for the first time will solve this matter satisfactorily for you, whether it is through their own efforts or through the joint efforts of other staff such as the train conductor, it is a great convenience for passengers. move.

The specific requirement is that the staff of each department and each position shall be the person in charge of their respective positions.As the first person to be interviewed, the staff who accept passenger inquiries must use correct, enthusiastic and considerate services to receive and answer passengers’ inquiries, complaints, and help requests, so as to ensure that the channels for passengers’ inquiries, complaints, and help requests are convenient and smooth. Efficient processing.

If the rights and interests of passengers have been violated or treated unfairly, they can complain to the railway department in time.Complaints can be made to the conductor on the train, and to the station master on duty at the station.The staff who use any excuses to shirk, refuse, prevaricate or delay the passengers' inquiries and complaints will be given warnings according to different circumstances until they are transferred from their posts.

On a high-speed train, passenger service seems to be a very simple job, but in reality it is extremely complicated.

Passengers of all kinds come together from south to north, and they will inevitably encounter difficulties of one kind or another during the train ride. They need to ask and ask for help, which requires the train staff to give answers or help.

If excuses such as "I don't know, I don't know, I don't care about it" will easily affect the image of the railway transportation company.Now, the train staff implements the first question responsibility system to respect passengers, care about passengers, help passengers, guide passengers, ensure that all inquiries and help requests are implemented and answered, answer and help passengers as much as possible, and use the best The service satisfies the passengers.

The real starting point is to think about what passengers think and be anxious about what passengers are anxious about. The result must be a significant increase in passenger satisfaction with railway passenger trains.

The driving bell at the station rang, and both Liu Qun and Wang Mengmeng got on the train at the door of No. 4 carriage.

Liu Qun stood at the car door and said to Wang Mengmeng: "Xiao Wang, remember the passenger who asked you about transfers, Wang Jian will finish the inquiry in a while, and when the information is delivered, you should report him quickly.

And for a while, when we were starting to work in the car, we also went to say hello to him to show that we did not forget what he asked.

This is also implementing the principle of putting diligence first. Many things are silent, you don’t speak, you don’t say anything, and you don’t show it. Although you remember clearly in your heart, passengers don’t think so. He will think You have forgotten what he asked you, and if you communicate through verbal expressions, then the passenger will know that we did not take what he said as wind, but really took it as a matter of fact and really helped him inquire. "

Wang Mengmeng entered the compartment with a promise, and began to sweep the ground in the "ten-step operation" method of the departure operation. When he walked to seat 64, he said to the passenger who asked the question: "Master, how are you?" I have fed back the question to the train conductor's office, and our on-duty officer will inquire about it. After the inquiry is completed, I will come to you immediately and how to transfer trains."

The passenger said gratefully: "Thank you, thank you very much for remembering my affairs, so many passengers need your service. If it's not possible, I will go and ask myself. Don't trouble you, you are quite busy. "

Wang Mengmeng hurriedly said: "Don't, don't, after you asked me about this matter, this matter has become a common matter between us. I will be responsible to the end, and you don't have to find someone else. This is also our system. The regulations are just to make it easier for you to go out and take a car."

While Wang Mengmeng was exchanging greetings with this passenger, Wang Jian's voice sounded on the intercom: "Wang Mengmeng, I have checked the transfer plan of the transfer passenger you mentioned."

Wang Mengmeng said: "Master, please wait a moment, I am with this passenger now, I ask him to prepare to write it down."

Wang Mengmeng said to the passenger again: "Master, quickly take out your mobile phone, turn on the recording function, and record the words of our train attendant."

The passenger didn't expect the reply to be so fast. From when he got on the train to when the train staff inquired about the transfer plan, it took less than 10 minutes at most.

And the conductor still delivered the information to the seat, and there was no need to ask it a second time, or ask other people.

He hurriedly took out his mobile phone, turned on the recording function, and signaled that Wang Mengmeng had already started recording.

Seeing this, Wang Mengmeng said on the intercom: "Master, Master Passenger has prepared the recording, please speak slowly and let him record it."

Wang Jian said on the walkie-talkie: "Our train arrives at station F at 16:50, wait for another 27 minutes, and at 17:17 there will be a passenger train Kxx times with the prefix K, going to the direction of G, because station G It is a small third-class station, so train kxx will pass without stopping, and the passenger is advised to get off at station A.

Kxx次到达甲站的时间是19:13，在甲站等候45分钟乘坐44XX次管内旅客列车，乘车37分钟就可以到达G站了。”

Passengers were very moved when they heard Wang Jian's details, and said, "I never expected that your train staff would be so careful and answer one of my questions in such detail, and the inquiry time would also delay a lot of your time." Time, thank you very much, China Railway, not only is the train running fast, but it is also fast in helping passengers!"

(End of this chapter)