mortal train conductor

Chapter 30
"Liu Che, Xiao Li in carriage 4 reported that there were two passengers in carriage 4. They were very arrogant and littered the ground. I tried to dissuade the two of them, but they didn't listen. The environment is hygienic, and the two of them think that my service attitude is not good, so they want to file a complaint." A voice came from Liu Qun's walkie-talkie.

"Xiao Li, I got it. Don't panic. Temporarily avoid the two passengers. I will arrive at the scene within 2 minutes. Tell me about the seat numbers of the two passengers and the boarding station and arrival station of the two passengers."

"The passenger at seat 34 boarded at station A and got off at station D. She was a woman. On seat 36, she boarded at station C and got off at station E. She was an elderly male passenger."

"So, these two passengers are not the same way?"

"Yes, they are not together, but now they attack me and accuse me together, which is unreasonable."

"Okay, Xiao Li, don't be nervous, don't be impatient."

The train service work contacts different passengers every day, which is really strange and varied.Some are as high-quality as heavenly beings, like nobles in the Middle Ages. They are so elegant that they can’t find a single fault. When they get off the bus, they have to tidy up the seats and berths, and take the garbage out of the car.And some passengers are of low quality, varying.

But in recent years, passengers are no strangers to complaints, because station and train broadcasts, slogans, etc. have carried out large-scale publicity, and the "12306" 24-hour customer service hotline accepts complaints and consultations at any time. The long-distance charges have been cancelled, and a phone call costs one or two cents, or even cheaper. Therefore, there are not a few passengers who call the customer service hotline "12306" to make complaints. This also makes the service work of the passenger section more difficult. If you are not careful, the complaint rate of the train will remain high.

For this reason, the passenger transport section where Liu Qun works has formulated targeted measures: during the in-vehicle service process, it is necessary to operate according to the standard as much as possible, to serve passengers warmly and politely, but when passengers question their work Or when there is a mistake in one's own work that causes dissatisfaction with the passengers, the first time to apologize to the passengers, and request to report to the train conductor quickly, and the train conductor will rush to the scene, apologize to the passengers again, and ask the passengers for their opinions and suggestions.Let the passengers be on the bus as much as possible, so that they can digest doubts and dissatisfaction, let passengers come to the bus happily, get off the bus happily, and try not to take negative emotions out of the bus and take them home as much as possible .

When Liu Qun walked quickly to the No. [-] carriage, the conductor Xiao Li was standing at the junction of No. [-] and [-] carriages, looking anxiously at the direction Liu Qun came from, with shyness, anger and helplessness in his two watery eyes. Seeing Liu Qun striding towards her, Xiao Li seemed as if a drowning man had seen a life-saving straw, and wished he could hug Liu Qun.Liu Qun looked at Xiao Li, who was too close to him, and subconsciously took a small step back. Xiao Li briefly introduced what happened to Liu Qun at the windshield: "Just now, I went to clean up. There are many underground places near the two passengers. Melon seed peels, while I was cleaning them, I was promoting hygiene to the passenger. I said: "The hygienic environment of the carriage is closely related to your travel mood. Please put the peels in the peel tray as much as possible when eating food. We I will come to collect it regularly.’ But the two passengers suddenly became angry, saying that they didn’t throw it, and I framed them, and then a passenger poured the melon seeds in the fruit peeling tray on the ground again.”

Liu Qun asked: "Do you think there is anything wrong with your service? Tell me now, don't hide anything, and tell me what you have."

Xiao Li hesitated for a moment, his big eyes flickered a few times, he shook his head and said, "There is nothing wrong with me, but I just ran into two unruly passengers.

Liu Qun waved his hand, stopped Xiao Li's accusation, and said: "Don't blame the passengers, try to find the reason from yourself. If there is really no problem with yourself, we should also consider from the passenger's point of view. Are our words hurt? The self-esteem of the other party? Should I be more tactful to remind the passengers? I have been racing cars for so many years, and I think that such useless passengers as you mentioned are very rare. Usually, it is because our train staff accidentally touched the passengers' inverse Scale', travelers will explode."

Xiao Li was assigned last year. She is a junior college student. The only child in the family is also spoiled. In the past, when she got angry on the train, she would cry. The current situation has improved a lot compared to before. At least Didn't cry.Liu Qun thought to himself.

Liu Qun said to Xiao Li: "Wait and see here. I'll go first and listen to the opinions of the passengers. If I call you, you should come here quickly. Don't hesitate or run away. No matter what kind of passengers we meet, we will take care of you." Face it positively and proactively, just like on the battlefield. If you choose to turn around and run away when you find your opponent, then your back will be completely exposed to the opponent's attack range, and there will be no A trace of resistance."

"Okay, Liu Che, I feel relieved to have you here. I will fight side by side with you and defeat them together!" Xiao Li waved his fist.

"No, you misunderstood me. Maybe the example I gave is not appropriate. What I mean is that we have to face up to difficulties, and these difficulties will be solved. To passengers, we must explain well, try our best to To obtain their understanding and forgiveness as much as possible is our victory. It does not mean that we must defeat or subdue them. That is likely to win the debate and lose the hearts of the people. Think about it, once a debate occurs, it is inevitable that the voice will be loud. Some, passengers can use this to complain, it is absolutely accurate. We will fall into a passive position.”

Liu Qun calmly walked towards the two passengers in seats 34 and 36. While walking, he observed from a long distance while thinking: the two passengers are not traveling together, but at this time they are working together to criticize the conductor. Among them, there must be something the conductor can't do, which makes the two of them "share the same hatred".

When Liu Qun walked up to the two passengers, he found that there were indeed some scattered melon seeds and fruit peels on the floor.

Liu Qun took the lead and said to the six or seven passengers at this seat: "Everyone, I am the conductor of this train. Due to our mistakes in work, it has caused inconvenience to your travel. If you have any comments or suggestions Please mention it to me, and I will try my best to satisfy everyone.”

The 36-year-old passenger in seat 60 saw Liu Qun coming over and said something like this. He stood up and asked Liu Qun emotionally: "Comrade train conductor, I am speaking to you very formally now. May I ask if you have basically understood the situation?"

Although Monk Zhanger couldn't figure it out, Liu Qun could only bite the bullet and say, "Yes, just now the conductor told me about the situation here. It's true that we did something wrong. Now I formally apologize to you!"

Although Xiao Li didn't say anything wrong with him, Liu Qun still kept his attitude very low. He has always believed that there is a saying that is very true: low people are kings, and low water is the sea.Making a high-profile appearance and keeping a low profile has always been his unique way of dealing with passenger complaints.When I made my appearance, I wanted to tell the passengers, and even the passengers around me, that my train conductor is here to apologize.When talking to passengers, keep a low profile and talk to passengers from a lower angle.And if the solicitation of opinions is also high-profile, there is no benefit at all. On the contrary, it will only attract passengers' rebellious psychology and sense of distance.

"Did the conductor really say that?"

"Yes, the train conductor admitted to me that it was her inappropriate words that caused your unpleasant journey. Here, I apologize to you on behalf of her and our train."

"Oh, if she said that, then I feel better in my heart. I don't know what she said, but I will briefly tell you about the situation. No, I just got on the bus and sat in this seat. I found that the sanitation of the ground here was not very good, and the train attendant happened to pass by, so I stopped her and said, 'Can I please clean this place, please'?"

"When your conductor heard this, he glanced at me impatiently, and then said, try to put it in the fruit peel tray when you eat in the future. How can you let others walk by throwing it on the ground?" Xiao Li learns so vividly that he even imitates Xiao Li's voice.A word flashed in Liu Qun's mind - old child.Liu Qun, who is proficient in passenger psychology, knows well that when a person gets older, his mentality becomes like a child. Don’t mess with him. If you do, he will have a fit. In addition, the advantage is that, just like a child, he gets angry and happy quickly. , it's easier to coax.

"Comrade train conductor, you said that I just got on the train, and this environment is like this. Please report it to the conductor, and the conductor even buckled this shit pot on my head. You said that I am a glorious retired teacher. How can I do this? Don't have the quality?"

Liu Qun nodded frequently as he listened to him. He deeply knew that the more he could say to this kind of self-respecting passenger, the better. Speaking out, passengers will feel more relaxed, which is convenient for persuasion and understanding in the next step; second, it can really let the train conductor understand the needs and feelings of passengers, and understand the deficiencies of the conductors in their work and the doubts of passengers , so as to solve the problem in a targeted manner, and apologize to passengers in a targeted manner, which is much more effective than those unnutritious "I'm sorry, I was wrong".

Liu Qun took advantage of the gap between the speeches of the elderly passenger and said to him: "Yes, you are right. It is basically consistent with the situation reported by the conductor, but the conductor is not as eloquent as you. Hearing what you said, the prototype of the matter appeared in It's in my head. It's an engineer of the soul. By the way, how old is your child this year?"

"My daughter is 23 years old."

"Oh, it's really in the Mood for Love. The train conductor who made you unhappy just now is also 23 years old this year. What a coincidence! In this way, you sit down first, and let's chat slowly, okay?" Liu Qun said, also He sat down on the seat next to him.

Liu Qun listened to the elderly passenger's confession for a while, and felt that the sense of grievance in the elderly passenger's heart seemed to have weakened a lot, and his expression was not so stiff anymore.

The elderly passenger talked a lot, and when he heard that the conductor who caused trouble just now was as old as his own daughter, he immediately asked himself: Did I go too far just now?Angry with a junior?
(End of this chapter)