mortal train conductor

Chapter 367 Service Begins and Ends
Liu Qun and the vehicle crew chief stood in front of the thermometer in the car and watched the temperature, which dropped by one or two degrees, from 36 degrees to 30 degrees, 28 degrees, and 24 degrees. When the temperature dropped to 22 degrees, the vehicle crew Return to the power distribution room for a long time and turn off the manual refrigeration.

In this way, the temperature in the car was maintained repeatedly. Although the purser looked a little tired, the sense of accomplishment of overcoming difficulties and partially repairing the air conditioner still made him full of energy.

Professionals are really unusual. After arriving at the station, three masters who specialize in air conditioning came up and found out the fault in less than 10 minutes. After replacing a few parts, the air conditioner in carriage No. 4 completely returned to normal .

Liu Qun announced to all passengers on the train through the radio, and invited passengers who were evacuated to other compartments due to air-conditioning failure.

"Passengers in carriage 4, due to the failure of the air conditioner in the previous period, you had to take the ride in other carriages temporarily. Thank you for your cooperation in the railway work. Now the air conditioner has been completely repaired. If you want to go back to carriage 4 Take the train, the conductor will provide assistance, thank you again for your cooperation."

In fact, there are not too many passengers in hard-seat carriages today, which has led to the fact that some passengers in carriage 4 can ride comfortably after being evacuated to other carriages. Some passengers are unwilling to move their places and just sit there, but some Long-distance passengers always feel that they are not sitting in their own seats, and feel uneasy, so they return to the original seats in the No. 4 compartment in twos and threes.

During this process, Liu Qun, the chief purser of the inspection, the inspector "4", the conductor Wang Mengmeng, and the conductors of other carriages jointly assisted the passengers returning to the No. [-] carriage, helping them to carry luggage and find seats.

In fact, this kind of behavior does not consume too much energy. In fact, the vast majority of passengers do not need you to really help them carry their luggage. It is just a sentence, an action, and a gesture.

Don't underestimate this action and these few words.This is the most important thing in service etiquette.

The word etiquette can be decomposed into li and yi. Li is a general term for expressing respect and respect, and li is a ceremony held solemnly to express respect.

The essence of etiquette is to express mutual respect, kindness and understanding among people through some standardized behaviors.

Confucius once said, "He who respects others also respects others."

This is a high-level generalization of the core idea of ​​etiquette.In the daily service work of trains, the staff are required to put respect, attention, and friendliness to passengers first, which is also the focus and core of the service.

As long as the intention of respecting the passengers is not lost, even if the specific practices are slightly lacking, the passengers will not be too disgusted if they are improper for a while, and they can gain the understanding of these passengers after a little remedial action afterwards.

Take today’s passengers in carriage 4 as an example. Wang Mengmeng’s preliminary work is beyond doubt. For example, various notices, appearance and appearance when keeping his mouth shut, and manners for passengers are all good expressions of respect for passengers. Once done, it first leaves a good first impression on every passenger.

In the words of those old conductors, as long as you make the passengers happy, the passengers will not say no to you, but will say hello instead.

On the contrary, if you are impatient with passengers and look down on them, then no matter how much you sweat and make up for it in your future work, it will be difficult to change the passengers' opinion of you. Please, but the passenger will say that you disturbed his rest.

Today, these passengers, after encountering air-conditioning failures, have experienced the respect of Liu Qun and Wang Mengmeng, and the crew chief is still working hard, so he comes to apologize to everyone. I will understand, and no one will complain about it again.

On the contrary, if during this process, the train crew and the train crew did not cooperate well, did not explain the situation to the passengers in time, and apologized to each other. Instead, the train said it was the responsibility of the train staff, and the train staff did not cooperate to apologize to the passengers, which would lead to The result is hard to say, at least there should be 10 complaint calls to the customer service.

Allowing passengers to return to the No. 4 compartment is tantamount to bringing this incident to a successful conclusion. Of course, it is the freedom of the passengers to return or not. As long as there are passengers who express their intention to return to the No. 4 compartment, they will get the enthusiastic help of the staff. Hush and ask for warmth.

As the saying goes, "You respect me one foot, I respect you one foot".If the train staff shows enough respect, the passengers will reciprocate and affirm the work of the train staff. At least there will not be too many criticisms. In this way, the purpose of service will be achieved and the passengers will be happy. , and return with satisfaction.

For the passengers returning to the No. 4 carriage, Wang Mengmeng will come forward to greet them immediately.He kept saying, "Thank you for your hard work, welcome home."

This sentence immediately shortened the psychological distance between passengers and conductors.Passengers and conductors were drawn into a trench at once, and they became a family. Is there anything we can't worry about?Of course, Wang Mengmeng, Liu Qun and others were also watching to see if any passengers were worried about changing carriages due to air-conditioning failure.

Once found, Liu Qun must come forward in person to explain and persuade passengers, and passengers should not be allowed to take the bus with dissatisfaction.

After a few people kept visiting and appeasing the passengers, the passengers sat happily in their original seats, either reading books, or looking at their mobile phones, or staring out the window, or chatting, or taking a nap, doing their own things. matter.

Seeing that everyone was happy, Liu Qun said to Wang Mengmeng: "Xiao Wang, take a break, it's been hard work, and I haven't been idle for a few hours."

Wang Mengmeng said: "Okay, Liu Che, thank you. Now most of the passengers have already taken their places and went about their own business. There is no conflicting thought. There are only two elderly passengers who seem a little dissatisfied."

Liu Qun asked: "Why are they dissatisfied? Come on, I'll ask about the situation."

Wang Mengmeng grinned, and said to Liu Qun: "Liu Che, don't go there. I'll just take good care of them along the way. It's okay for them to complain. They think our air conditioner is repaired too quickly. Originally, they wanted to stay in the natural wind. Sit back to my hometown under the blowing of the wind."

Liu Qun also laughed, "Haha, everyone has their own ambitions. Well then, I'll leave these two elderly passengers to you. Please comfort them and give them hot water twice."

Wang Mengmeng said: "Okay Liu Che, don't worry, I adjusted their seats to the first row near the flight attendant's room. If the side door is opened here, the natural wind from the windshield will blow in, so that they can sit again and again." Will be happy."

Liu Qun patted Wang Mengmeng's shoulder and said, "Xiao Wang, I really have you."

(End of this chapter)