"four hearts" service dedicated to "silver-haired" passengers
2024-08-30
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original title: "four hearts" service dedicated to "silver-haired passengers"
workers' daily-china workers' network reporter zhang shiguang, correspondent xu lu, intern liu yichen
"hello, please be careful when you step, i will carry your luggage for you." "car 3 is over there, please keep going, don't worry." at around 18:00 on august 28, the z83 train from beijing to qiqihar began to check tickets. the crew members of the beijing fleet of qiqihar passenger transportation section were dressed in clean and tidy work clothes and were in high spirits to guide the passengers to board the train in an orderly manner.
this train runs between qiqihar and beijing. it is a direct train with a total distance of 1,537 kilometers and a running time of 14 hours and 2 minutes. it is currently the fastest ordinary passenger train from qiqihar to beijing. the train passengers are mainly "silver-haired" passengers. due to the special soft sleeper features of the train, in the hearts of the majority of passengers, this train is their "mobile home".
at 18:16, the train slowly set off from beijing station. the conductor li wei and the crew checked the passengers' ticket information in each carriage and sorted out the passengers' belongings.
"do you want to rest now? i'll help you draw the curtains." "children, don't make noise. there will be rewards for being obedient." a child who received a small gift was very happy and quietly snuggled in his grandmother's arms. in order to take care of every passenger as much as possible, the crew members of the sixth group of z83 train coordinated and handled the needs of passengers in a timely manner and patiently answered questions.
in order to improve the service quality of this train, the team carefully selected employees with good business, strong ability and high quality, formed 6 different crew teams, investigated the risks of boarding and alighting at each station along the way in advance, formulated corresponding safety control measures, and established service linkage with each station along the way to provide timely and effective service assistance. at the same time, this train is equipped with air-conditioned soft sleeper cars with strong privacy. in addition, the train is not only equipped with red cross paramedics, but also emergency medicine boxes, convenience service boxes and other items to meet the personalized and high-quality travel needs of "silver-haired" passengers.
passenger wang fang said happily: "i came out to work hard when i was young and never had time to go back to my hometown. this time i went back to northeast china with my wife, and this wish was fulfilled."
"uncle, let me get you some water. you've been on the road for a long time, so take a nap if you're tired." li wei's enthusiasm and service made the two old men very satisfied.
the two passengers were nearly 80 years old. before the train departed from beijing station, their son mr. wang hurriedly found li wei and asked him to help take care of his parents. li wei immediately agreed and exchanged contact information with mr. wang to inform him of the elderly's situation at any time.
in view of the inconvenience of online ticket purchase and offline travel for the elderly, the train has also introduced the "four-heart service method", namely enthusiastic service, patient service, careful service and considerate service. they have introduced elderly-friendly service measures in various links such as passengers getting on and off the train, dining, and resting, and continuously improved the level of barrier-free service, making the comfortable journey of elderly passengers more comfortable and smoother.
"this train is also called 'happiness lane'. it is our responsibility to make the grandparents enjoy a comfortable and happy journey," said conductor liu lin. "we respect and love the elderly, and it is an honor to accompany them on their journey."
source: workers daily client
