"The job of the conductor is nothing more than sweeping the floor, mopping the floor and opening and closing the door." When I was not engaged in this position, I always thought so. I thought it was simple, so I didn't need to think about it. Since I became a train conductor, I found that the job as a train conductor seems simple, but it is actually very difficult to do it well. Dealing with people is the hardest job. You have to face all kinds of tourists. They have different personalities, different jobs and different qualities. Unlike machines and lathes, just a few buttons or levers, as long as you follow the operating procedures correctly, it will rotate according to your wishes and direction. Two years' experience as a conductor has given me a certain understanding of service work, which can be summarized as follows:
First, the implementation of work standards is the basis of service work.
Every job has its own work standards, which clearly defines what to do in this job and what standard level to reach. It is our obligation and one of our standards to provide passengers with a good travel environment. Carry out the "Three Five" operation according to the operation rules, the carriage shall be clean, the luggage shall be placed neatly and firmly, there shall be no sundries on the coat hook, and the towels shall be folded neatly and uniformly. In this environment, passengers will naturally feel comfortable and comfortable, and will solve some minor problems and contradictions. At the same time, they should pay attention to some details, while cleaning the carriage, clean the garbage in the peel tray and wipe the water and dirt on the bathroom table in time, so that passengers can feel high service.
Second, language ability is a prerequisite for service work.
At work, our customers are thoughtful, conscious, subjective and demanding people. During the trip, they will ask us all kinds of requirements or questions, such as: train time, stopping time, fare, travel knowledge, whether there is a sleeper, whether it can be recharged and so on. When answering passengers, be tactful and sincere, and avoid using taboo words. More can't appear fidgety, disgust. When we can't answer some questions at the moment, we can't use taboo words such as "I don't know, I don't know" stiffly. We can answer "Sorry, I can't think of it at the moment, can I answer you later?" Let passengers feel your serious and responsible attitude. When correcting passengers' violations, we should pay attention to language and attitude. I believe that civilized and polite language and sincere and kind attitude will make passengers accept it humbly and consciously abide by it. When dealing with passengers who repeatedly persuade and commit crimes, you should not use harsh words, but should patiently explain the harm to him and try to avoid confrontation. When the train is forced to stop due to special circumstances, you should know the reasons for the delay and stop in time, sincerely apologize to the passengers, calm their emotions, pay more attention to language skills, and never promise any compensation to the passengers.
Third, warm tips warm people's hearts.
Safety tips are indispensable for our service center, which can not only effectively avoid the "five injuries" of passengers, but also warm the hearts of passengers. For example, when standing on a high platform, remind passengers getting on and off to pay attention to the gap between the platform and the pedal; When taking boiling water, don't fill it up, cover the teacup; Remind passengers not to put their hands under the door; For the elderly and children, publicize the necessary safety knowledge and precautions to their peers, and for the elderly and children, publicize the necessary safety knowledge and precautions to their peers. Let passengers feel our concern and serious and responsible working attitude, and also promote our good relationship with passengers, so that we can get more things at once. Why not?
Sometimes, our work is not well received, which is the problem of our service skills. The above is my experience since I engaged in service work. Please correct my mistakes and shortcomings. The service is endless, and we work together.