mortal train conductor

Chapter 314 Service keeps pace with the times and the journey is accompanied by happiness

Service jobs are endless.The meaning of this sentence is that because the needs of the service objects are endless, the service work must be diverse and innovative.

In the current era that emphasizes personal privacy, although many passengers have needs, they don't want others to know. As train staff, they have no way of knowing.This brings certain difficulties to the service work. How can we know what the passengers need?It became a difficult problem for Liu Qun and other train staff.

To be able to truly provide on-demand services is the highest level of service work.But it is not easy to really grasp the needs of passengers.

It is the most basic requirement to learn to observe words and expressions in train service jobs, so that passengers can observe their inner world through their speech, behavior, expressions and movements.This has become a breakthrough point for Liu Qun to train the staff, teaching everyone to use the knowledge of psychology, so that everyone can experience the current psychological state of passengers from some simple small movements.

If you provide stereotyped services in the same way, there may be no major mistakes, but it will not be outstanding, because your services are not unique, and you just follow the knowledge in books dogmatically.

Liu Qun often tells everyone that now is an information age, and passengers’ demand for services is not only limited to walking and getting on the bus, but also wants to experience a different experience during the journey. This requires our train staff to work hard to provide various services.

For passenger trains, safety is the eternal theme. In the service work, we must also highlight safety, strictly control safety and service points, and pay attention to the services for key passengers.Liu Qunhui predicts and prevents seasonal and regular problems such as prone to overcrowding, burns, and air conditioning, identifies risks, and focuses on key points. "Internal notification", so that everyone can receive the education of the cases around them.

Taking the analysis and reference of various cases as the main method, it guides employees to carry out thinking and comparison, and enhances their on-site practical skills and emergency response capabilities.Comprehensively promote employees to improve their health.

In terms of language services, "service skills, service skills, and service taboos" are clearly stated, such as:
Service language skills, including skillful use of appropriate address, flexible use of cross-civilized language, good use of smiling language, grasping the temperature of language, using body language, etc.

Service contact points and service standard language, including operating language, publicity reminders, business processing, question answers, special services, key services, uncivilized rides, meal sales services, etc.

Typical case service language category, including soft sleeper car service, when passengers violate laws and regulations or railway regulations, when equipment is defective or malfunctioning, when existing conditions cannot meet passenger needs, when passengers do not cooperate with train work, and when stopping uncivilized behavior related language skills.

In the service work, be enthusiastic and comprehensive.Liu Qun summed up the service method of focusing on the "five hearts": working with heart, serving with sincerity, answering questions with patience, helping the poor with enthusiasm, and listening to opinions with an open mind.

Really integrate service into emotion, focus on details, caring and caring, and meet the needs of passengers from every point.

It really makes passengers feel considerate and shows the sincerity of service.Pay attention to "five more details" in service work, namely: smile one more time, remind one more sentence, pay more, take more leadership, and take one more step.

Adhering to the concept of "Getting on the bus as if you are at home" and "I will help you if you need help", the "I will help you sincerely studio" will be established to train flight attendants to meet the "four-person" standards of waiters, tour guides, hygienists, and safety officers.Treat passengers as relatives and friends, treat the carriage as your own living room, and entertain guests and friends with enthusiasm.

Serve key passengers with sincerity.The key passengers are mainly the elderly, the sick, the disabled, pregnant and those with children.

Implement pre-"advanced" identification.When guarding the gates of each station and welcoming guests at the train gates, the conductors sang the trilogy "One Smile, Two Greetings, and Three Ticket Checks" to detect key passengers in time and make safety publicity to key passengers in time.On the way, we will strengthen in-vehicle inspections, register whereabouts, keep track of key passengers, and strive to provide services before passengers need them.

There is also a whole-process "linkage" service for key passengers.Implement whole-process services for key passengers such as the elderly, young, sick, disabled, and pregnant, promote full-process services, formulate service plans, set up special lines for love, carry out caring services, and train-station linkage relays, and pay attention to sick and disabled passengers, so that passengers can accompany them all the way Our services are uninterrupted.

The warmth to the key passengers runs through all the time.The first is to play the "emotional card"."Get in the car with a sense of intimacy, the compartment with a sense of cleanliness, ride with a sense of security, the environment with a sense of comfort, service with a sense of civilization, and the atmosphere with a sense of warmth" throughout the service work.

Set up a "military priority" sign at the conductor's office seat, give priority to reissue tickets and sleeper berths for soldiers on the train, arrange seats for key passengers without seats in dining cars, and provide key services in place.

Precise service for key passengers, providing toilet seats for the disabled, baby pillows, toys, etc., so that passengers can experience the brand's high-quality services from boarding, resting, and getting off.

In the process of serving passengers, expand the role of broadcasting. In addition to rebroadcasting CCTV news programs in a timely manner, self-run programs, passenger on-demand programs and some special programs with strong artistic and knowledge are also properly arranged to integrate train safety and travel common sense. , knowledge of history and geography, and introduction of scenic spots along the way are all interspersed in relaxed and harmonious music, making passengers feel the feeling of driving all the way, traveling all the way, all the way, alleviating the fatigue of passengers on the journey, and shortening the distance between train staff and passengers.

The dining car business project is made public, one is to strengthen broadcasting and publicity.Second, the prices of all commodities, dishes, and suppers are displayed in obvious places, which is convenient for passengers to monitor.

Improve the "Train 120", establish a doctor's registration card and a return card for sick passengers, reflecting the brand's detailed services.

Signs of "Key Passengers" shall be hung on the seats and berths of key passengers to remind conductors of key services.Place them on the towel rail of the luggage rack of each seat and berth respectively.Reminder content: the service items and the mobile phone number of the train conductor are on the front, and the introduction of the facilities in the car and the floor plan of the car are on the back, so that passengers can find the corresponding service facilities and crew members in the first time.

There is also the "innovation card" to play a good service work.By creating intimate safes, caring medicine boxes, and heart-warming service bags, we provide targeted services for passengers in need, and also organize novel and unique "birthday warmth" for passengers, and "artistic interactive party" with passengers. The special service brings unexpected joy to passengers, shortens the distance, and enhances the recognition of passengers on train services.

(End of this chapter)