mortal train conductor

Chapter 32 Return Meeting Attendance Summary Really Convinced Inspection

The next day, at the return meeting held at the turn-back station, in front of all members of the team, Liu Qun commented on the unpleasant experience of Xiao Li and the two passengers.

Liu Qun said: "I think Xiao Li has two advantages: the first is that he can quickly report to the train conductor that there may be complaints that may occur, without concealing or not reporting. Be calm, the more you think about it, the more you get angry, or after chatting with your family members, the family members complain. At that time, you will be very passive at work. If you want to communicate with passengers, you can only communicate by phone, and the effect of unintuitive communication will be greatly reduced. So everyone must Remember, when encountering such a situation at work, don’t be afraid of the train conductor’s reprimand and punishment. You must report to the train conductor on duty as soon as possible. Eliminate the complaints in the team. The second point is to be able to make up for it in time afterwards. While I was talking with the passengers, Xiao Li did not escape or make petty temper. Instead, he actively and closely followed the development of the situation, and at the right time He took the initiative to stand up, admitted his mistake, and obtained the understanding of the passengers, so no serious consequences were caused."

After talking about the advantages, Liu Qun changed his mind: "The shortcomings, one is that when reporting the situation to the train conductor, he concealed part of the truth and did not clarify the facts that are not good for him to the train conductor, which caused the train conductor to deal with the problem. At that time, the cause of the problem was not particularly clear. In yesterday's situation, it did not cause the problem to expand. But everyone, please pay attention to explain your own problem clearly in the future, so that the train conductor can be targeted. Ideological work, that is to say, let the train conductor know where our people are wrong, and where to apologize to passengers? Daily, when you make mistakes in the process of providing services to passengers, you must not avoid the problem. Face up to the problem bravely, if you are wrong, you are wrong, and ask the passengers openly, what do you ask for, and how can I make compensation? Under normal circumstances, passengers just want your attitude, and they don’t really need you How to compensate.

The second is the problem of ideological positioning. We all have a habit of thinking, that is, passengers often find fault with us, and they just don’t like me. If you position yourself in this way, then you will not trust passengers and cannot be close friends. Once you have these concepts, you will involuntarily express them through language, actions, etc., and the consequences will be disgusting and uncomfortable for passengers.Therefore, everyone must have a correct positioning. We provide services for passengers. Passengers are God. Passengers who buy tickets are our invitations. We must do our best to make passengers board and get off happily.As the saying goes, coaxing death does not pay for life, which means that we try our best to meet the needs of passengers. If we can’t meet them, we must keep up with our words. It can express that we really want to meet your needs, but The conditions are limited and cannot be satisfied, but we report to the superiors and ask the superiors to make new adjustments for similar situations, so that we can provide passengers with better services when encountering similar situations in the future.

The third is that the language service is not in place, what should be said is not said, and what should not be said is said a lot.Doing dumb work in the service did not really implement our tenet of "putting diligence first" and just working diligently, sometimes one more sentence may save a lot of trouble.For example, when you are clearing up the passenger's fruit tray and sundries on the small table, you ask the passenger while clearing up: "Who does this bowl of noodles belong to? Do you still need it? If you don't need it, I will take it away for you. "Take what happened yesterday as an example. If there were such a sentence, there might not be those troubles.When it is found that there is a lot of garbage on the floor of the car, it must be cleaned up quickly. At this time, the garbage on the ground is like water spilled, and it is impossible for passengers to take it back. If you want to do a good job in hygiene promotion, you must clean it up first Just imagine, if the floor is already very dirty, you will be very disgusted when you do hygiene promotion: Look at the environment I am in. I am in a messy environment. How can I keep the environment clean?Why don't you clean up quickly?Regardless of whether it was thrown on the ground by the passenger in front of you, accusing the passenger can only be counterproductive and will not have any good results, but if you work hard to clean up the garbage on the floor, then smile and tell the surrounding passengers When doing health promotion, the persuasion will be much stronger.

Before the meeting just now, I also asked the two passengers from yesterday for their opinions again by phone. The two passengers have completely forgiven Xiao Li, and the old comrade in turn persuaded me not to punish me. It is not easy for children. .So this time the financial penalty will be waived, but Xiao Li still needs to check everyone.Xiao Li, let's do a deep inspection for everyone! "

Xiao Li said shyly: "Because of time constraints, the inspection I wrote may not be very successful, but I will introduce the experience and lessons of this problem from the bottom of my heart.

First of all, I would like to thank Liu Che.When I reported to Liu Che that there were passengers with problems in the car, Liu Che quickly rushed to my compartment, and after inquiring about the situation, he explained and apologized to the passengers on my behalf, which made me feel the backbone of the car. Liu Che was like a car Eagles are protecting us disobedient young eagles.

Secondly, I would like to talk about my problems. The first is that in the process of serving passengers, I preconceived and thought that what the passengers put on the peel plate is not necessary, so I threw away the bowl of noodles that the passengers did not eat. I didn’t apologize to the passenger, but wishful thinking that the passenger was blackmailing people, so I bought two bowls and sent them to her in a fit of anger. When I sent them, I complained, and the passenger heard it, and my self-esteem was hurt; the second is I feel bored at work, because half an hour before I arrived at the station, I thoroughly cleaned the sanitary floor in the car, and it was also shiny. I didn’t expect that as soon as I drove, I found a pile of melon seeds on the ground in that area. , I was very angry at that time, the anger went to my head, I directly regarded the passenger who just got on the bus as the culprit, and blamed it, which led to the dissatisfaction of the passengers and the problems that occurred later; the third is that Liu Che Asked me about the problem, I didn't tell the whole story, but just accused the passenger of being a savage passenger and concealed all my problems, which caused Liu Che to fall into a passive position when dealing with it.

In yesterday's work, I almost caused passenger complaints, almost discredited the team, and almost discredited Liu Che. If there are passenger complaints, then by the end of the year, our title of "advanced team" will have to be It was a mess, I apologize to Liu Che here, I apologize to everyone, please forgive me.In the next step of my work, I will definitely use what happened yesterday as a lesson, and work harder and actively. Please supervise me, criticize and correct me in my work, thank you very much! "

Liu Qun said: "Xiao Li's inspection was relatively in-depth, and his attitude of admitting his mistakes was also sincere. He basically said his own shortcomings. Everyone should take warning and remember that in service work, what should be said must be said, and what should not be said must be said. Don't talk about it, but there is a good saying: Why do people have two ears, but only one mouth? That is to let people listen more and talk less. For some low-quality behaviors of passengers, you have nothing to say. Because passengers have already developed that kind of living habits, the most important thing for us is to do our own work well. However, if the violation of the rules by passengers is serious enough to pose a safety hazard or affect other passengers, you can report to the The conductor of the train and the police respond. As the conductor of this compartment, try not to conflict with the passengers.

The deputy captain Zhang Lan took over the topic and said: "Liu Che is right, we must correct our mentality in the service work, and never think that passengers are all bad and come to trouble us. .From the moment passengers get on the bus, we try our best to position passengers as our elders, our brothers and sisters, or our nephews. Imagine how we would treat them if they were really our relatives and friends How will they treat us? Although we do not have such a relationship, but if we show respect and goodwill to them from the bottom of our hearts, then passengers will definitely reciprocate and treat us as their own relatives and friends .

The second point Liu Che emphasized is that we have the courage to admit that we have made mistakes. Let me talk about it from another perspective, why should we have the courage to admit it?The courage to admit mistakes is actually good for yourself, how to understand?That is to say, if someone hurts you, if you can calm down and find your own mistakes from your own perspective, from your own body, behavior and words, then first of all, you will be relieved: it was my fault first, so others It's what I said wrong, what other people did to me.In this way, finding the source, we will not be angry ourselves.On the contrary, if we blindly blame others, the more we complain, the more angry we will be. Modern medicine has proved that emotions are closely related to people's health. If we are unhappy there, we are actually hurting ourselves, or punishing ourselves with other people's mistakes .I have always thought that the employees of the passenger transport section are all smart people, everyone think about it, is this the truth?

The third point is to be good at and diligent in discovering whether passengers are dissatisfied with our work?Is there any doubt?If it is the case, we have to act quickly, learn about the situation from the passengers, and report to the train conductor quickly. Our principle is 'it is better to make a wrong explanation a hundred times than to let go of a passenger who may want to complain'. At the beginning of the year Everyone knows that the goal set by all members of our team is not to reduce complaints, nor is it to reduce the rate of complaints. Let's talk about it together. What is our goal for 'complaints'? "

Everyone said in unison: "Zero complaints!"

"By the way, this requires the active cooperation of all of us. As long as we find that passengers may complain, we will attack quickly to eliminate passenger complaints in the bud. The advantage of zero complaints is that we can rest at ease when we return home. There is no need to rectify and accept assessments. The most important thing is that you still need to work as a passenger. Why bother to do work at that time, and try to stay in working hours to complete the work. When we go home, we will recharge our batteries and have a good rest. Why not? What's more, our team is eligible for the "Advanced Team" quota. This advanced team is rewarded with 200 yuan per person. At the same time, "Zero Complaint" is also a relatively high-standard reward among the rewards of the segment. The average per capita is about The reward is 200 yuan, so our team will be awarded about 12000 yuan. Everyone must pay attention, whoever makes the complaint will cause a loss of at least 12000 yuan? Do you understand? Zero complaints, we will do it!"

Just when Zhang Lan was encouraging everyone, Liu Qun's phone rang, and the caller showed an unfamiliar mobile phone number. Liu Qun hesitated and connected, and a hoarse male voice came from the phone : "Is it the K18 train conductor? I am going to complain to the Railway Corporation about your problem!"

(End of this chapter)