China News Service, Guangzhou, January 28th, Title: Spring Festival Transport of the Dual-District Service Brand "Jingchunhua"
Author Guo Jun Tan Ye Yang Xinfei
"This train has already left, but I missed it. What should I do?" "The old man at home is sick and is waiting for me to rush back, but I only bought a ticket for the afternoon. Can I get on the train in advance?"... January 27 On the second day of the Spring Festival Transport, the jasmine service desk at Shenzhen North Railway Station was crowded with passengers making inquiries. The jasmine service team members were kind, answered patiently, and guided carefully.
The "Ye Ying Chun Hua" service team is a service brand named after Ye Yingchun, a locomotive medal winner and a model worker in Guangdong Province. It is a benchmark for Shenzhen railway service passengers and a picture that shows the charm of the Guangdong-Hong Kong-Macao Greater Bay Area and Shenzhen's pioneer demonstration zone. Bright business card. During the Spring Festival this year, the passenger flow at Shenzhen North Railway Station reached a record high, and the jasmine service team devoted themselves to work with fuller enthusiasm to warm the passengers' journey.
"Spring Festival" service team members provide inquiry services to passengers. Photo by Tan Ye
"This year's winter vacation, schools have an early break, and the weather has been good some time ago. Many parents are traveling with their children, and the passenger flow begins to peak before the Spring Festival." Li Yuan, captain of the jasmine service team at Shenzhen North Railway Station, said, "Key passengers can be sent to the platform by their families. boarding."
According to Li Yuan, passengers can make reservations in advance through 12306, and the service desk will send relevant information after the connection is completed. If you do not have an appointment, you can also fill out the love service form at the service desk. "If you are a key passenger traveling alone, the Winter Jasmine service team will escort you to the train and make a handover with the train staff."
In order to create a full-chain and full-process caring service, the station has unified the Spring Festival flower logo. Passengers can find the service team for help in every link from ticket purchase to verification to boarding the train. Passenger Mr. Yu and his wife came to the ticket office of Shenzhen North Railway Station. When they saw the jasmine service desk next to them, they came over to ask how to buy tickets using their mobile phones. Yang Jiali, a member of the Spring Festival Service Team, provided enthusiastic service and explained in detail how to purchase tickets for 12306. Mr. Yu and his wife were very happy and took a group photo with Yang Jiali.
The station also rearranged the caring home, moving it from the center of the waiting hall to the east entrance where there is a large passenger flow. At the same time, the area has been expanded, a children's play area and a nursing room have been set up, and related service facilities have been upgraded to further meet the needs of key passengers.
There are 32 people in the Winter Winter Festival Passenger Service Team of Shenzhen North Railway Station, divided into 3 teams and operating in three shifts. During the Spring Festival travel period, not only did one class have to serve more than 100 key passengers, but when the night high-speed train was running, they also had to reserve enough personnel to stay on duty all night.
When traveling in a hurry, it is common for luggage and belongings to be left behind. As the quality of railway passenger transport improves, there are many new regulations on service work, and the process for handling lost items has become more standardized. "Whenever passengers ask for help or make inquiries, they must do their best to help and cannot pass it on to others. All lost items received during the shift must be sorted out before leaving get off work." Member of the Jasmine Service Team and Station Manager on duty at Shenzhen North Railway Station Jiang Wanni said that on weekdays, the service team handles two to three hundred items of lost items every day, and during peak periods, the number can reach more than 600 items a day. Faced with the huge passenger flow during Spring Festival this year, the Jasmine service team faced the difficulties despite the pressure. Every day, there are people who take the initiative to stay after their shift and continue to be busy. They do not leave until the passenger flow decreases after 22:00.
Li Le, who just joined the jasmine service team in January this year, has a deep understanding: "The jasmine service team has high comprehensive quality requirements. Answering inquiries, finding lost items, applying for temporary ID cards, etc. requires special enthusiasm and patience." Li Le said that only adjustments can be made Only with a good attitude can we provide good service. "Some people say that service is a kind of practice. I agree." (End)