A small consulted by a passenger for her for half a month, this passenger station hidden a "not asking"

Not long ago, the Hongji Passenger Transport Customer Service Center accidentally received four cups of milk tea, and the message was "thanks to Miss Deng and my hometown." This is the intention of Ms. Shanghai's gratitude to the help of Teresa Teng Li. What kind of customer service is this a small consultation for passengers for half a month? On July 12, with curiosity about Deng Li, a reporter from the Yangtze River Daily came to the Customer Service Center of Hongji Passenger Transport Station.

In a small room in front of the Hongji Passenger Station, a small room of less than 20 square meters in front of the Hongji Passenger Terminal, Deng Li, a passenger service at the customer service center, was wearing a headset and answered the question for the passengers consulting the other end of the phone. He put down the phone for less than 30 seconds, and the ringtone rang again. Some passengers need to find the items, and some passengers are not familiar with the line to ask for help. There are also passengers who encounter annoyed things to call and complain about complaints. Deng Li is not anxious and answers one by one. Deng Li, who laughed, was born with affinity, and the voice of speaking was particularly good.

At 8:45, a passenger called for help. She took the subway at Zhongjia Village and was going to the Hongji Passenger Station to take the passenger car at 9:20 at 9:20. Deng Li immediately contacted the car dispatch and explained the situation, and patiently comforted the passengers: "For about 10 minutes from the four stations from Zhongjia Village, plus the entrance inspection itinerary, security check, and ID card, if there are not many queuers, it should be too late. "The passengers were relieved after listening. At 9:15, the passenger called again to inform him that he had been going smoothly.

At 9:20, some passengers came to consult from Fujiapo to Hongji Passenger Terminal. Deng Li replied: "By bus 59, 538, and 518 arrived. convenient."

In just one hour, Deng Li answered ten calls, and a series of answers were as proficient as flowing water. Even when some passengers asked where Wuhan was fun and where to taste local special snacks, she could quickly give suggestions. Jiang Liqin, director of the Party Office of the Hongji Station Affairs Branch, smiled at her: "You can answer everything and ask if you can't ask."

Deng Li has worked at the Hongji Passenger Station for 15 years and was transferred to the customer service center in 2016. Seemingly simple customer service work is not easy to do well. "When passengers ask various lines, we need to provide accurate information as soon as possible, which needs to be a comprehensive understanding of various traffic information information in Wuhan." Deng Li said. In the face of passenger questions Must pay a lot of time to accumulate information.

At the beginning, some issues that could not be responded in time, Deng Li carefully recorded it, and immediately called back the reply after querying the result. In his spare time, he kept looking at the maps and various traffic information, and put it in his mind hard. Gradually, some repetitive issues are no longer needed, and they can be answered soon.

Half a month ago, Ms. Wang from Shanghai came to inquire about the business hours of Hongji Passenger Terminal and the starting time to the destination Hanchuan. Since this line has not been resumed, Deng Li recorded the consultation carefully. On July 6, the Hanchuan Class resumed, and Deng Li called Ms. Wang's phone for the first time. When I received the good news of the recurrence of the Hanchuan Class, Ms. Wang on the other side of the phone choked and said, "I didn't expect a small consultation call, you remembered for so long ..."

Looking at the call records on the Teresa Teng's desk, densely densely packed the various consultations and demands proposed by passengers. There are still many small notes in the small drawings in front of her. For some passengers with common needs, Deng Li will record it separately on the note in order to reply.

Recently, many passengers came to inquire about the class to go to Muyu Town, but this year's line has not been opened this year. Teresauri will record their needs on the note, and promise to notify the response as soon as possible after the start of the car.

Today, Deng Li's work is not just answering passengers' questions, and a considerable part of energy is also used on various communication and coordination. Passengers encounter unpleasant things in the process of ride, and they will inevitably get angry. "When encountering such calls, we will listen to him first, and then patiently appear to explain patiently." Deng Li said that there were three people in a total of three people in the customer service center. On average, more than a hundred calls were required. The "May 1st" and "Eleventh" holiday will receive about 300 calls a day. Although she is sometimes tired and she doesn't want to speak, she firmly believes that as long as she is patient, she will gain more trust in passengers.

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