On February 15, the sixth day of the Lunar New Year, Jinyun's "New Year Walk to the Grassroots" column published the situation of Wang Lei, secretary of the branch of Hongqi South Road Station of Metro Line 6 of Tianjin Rail Transit Group and head of the station, who served passengers warmly at Hongqi South Road Station.
The full text is as follows:
Jinyun News: "Happy New Year!" On the morning of the first day of the Lunar New Year, Wang Lei, secretary of the branch of Hongqi South Road Station of Metro Line 6 of Tianjin Rail Transit Operation Group and head of the station area, stood guard on Hongqi South Road and greeted every passenger she met with a smile.
For Wang Lei, the Spring Festival duty is a norm, as the station head and party branch secretary, responsible for the overall operation and management of 5 subway stations, it is natural for her to be on duty during the Spring Festival, and the daily work of nearly 200 staff in 5 stations is her duty to be conscientiously guarded.
"After 18 years as the head of the station, at first I felt that I was still young and did not dare to leave, but then I slowly got used to it, and I also had a lot of feelings for the employees. At such an important time, I feel like I should be there. In her seventh year as the station chief, she looks back on her career and has many insights. She graduated from Tianjin University of Technology with a major in traffic management and is a female science and engineering woman. Using rational thinking and scientific methods to manage and coordinate daily affairs is her working method.
How does the head of a science and engineering station solve the problem?
"Line 3 connects Tianjin South Railway Station and Tianjin Railway Station, Line 6 has West Station, and the transfer of Line 3 and 6 is basically at Hongqi South Road Station, there will be a lot of large luggage, so if there are passengers carrying particularly large luggage, there will be personnel to guide the vertical ladder, and the turnstile is also equipped with a relatively wide type. "What impressed her the most in 2023 was that she used her research methods to solve the problem of changing passenger flow at Hongqi South Road Station. "We have posted a lot of signs in the station, where is the escalator, where is the vertical ladder, please choose a more convenient way. At that time, we did a questionnaire and asked passengers for their opinions. ”
The reporter saw that at the scene, there is a two-way staircase in the passage of Line 3 to Line 6, which is currently separated by handrails from the left and right passages, and the passage is greatly posted with a grooming sign. Speaking of this questionnaire, Wang Lei opened the conversation. "In fact, at the beginning, due to the large flow of transfer passengers, the stairs were a little narrow, and some passengers did say that it was inconvenient, and we also found that there was a danger of hedging. We came up with a way to turn the channel into a single up and a single down. However, there were different voices among the passengers at the time, and some passengers did not approve of this method, and we received feedback from passengers. ”
After receiving the feedback from the passengers, Wang Lei began to think that although she could not communicate face-to-face with the passengers who gave feedback, she really wanted to build a channel for in-depth communication with the passengers, so as to find a way to satisfy the passengers and make the operation of the station area more efficient.
"We came up with a way to ask people face-to-face what they thought, and in the process of asking, indirectly expressing why we did it. For a week in a row during the morning and evening rush hour, I came at 7 a.m. and led the staff to spontaneously form a research team. ”
From 7:30 to 8:30, it is the morning rush hour, and the questionnaire is very simple, that is, to ask this transfer channel "Is it better to single up and down or other forms?, do you have any better suggestions?", such a questionnaire is asked by the staff to the passengers, and then filled in by the staff, and the results are remarkable for a whole week. Wang Lei and her team received more than 1,600 valid survey results.
"The results of the final statistics have been converted into new management methods, clarifying the clear time period of the morning and evening peak 7:30 to 8:30, 17:30 to 18:30, when the passenger flow is particularly large during this time period, increase staff guidance, transfer channel single on and down, usually the passenger flow is not large, everyone walks with their own feelings, and tries to guide passengers to use the escalator to transfer, during peak hours, there is a queue in the stairs, and the escalator transfer is also there. ”
Not only did they have a better solution, but most of the passengers also expressed their understanding and cooperation with the station area design for the morning and evening rush hour transfer channel list.
"In addition, we are also doing a lot of behind-the-scenes work, such as adding a lot of guidance signs, and also counting the trains of Line 3 and 6 that are easy to form hedging, and during peak hours, a total of 5 or 6 trains will form a hedge, and we can carry out more targeted personnel guidance after statistics. ”
Feedback from passengers often arrives in front of Wang Lei unexpectedly, and Wang Lei thinks that the matter will end silently. Unexpectedly, the passenger who had been giving feedback really made a praise call to the traffic supervision department. "It's great to see that you've all improved and designed big logos, so it's clear. ”
"It's good that my intentions are seen by the passengers. Wang Lei thought to herself that although passengers have suggestions for station management, although it is a kind of pressure, this pressure will also become a fulcrum to improve service.
"You can't sit in the office and think about how to improve the service, you have to start with the problem and be problem-oriented, so that you can refine a better method. Wang Lei, who is good at summarizing, has emerged from science and engineering again.
Warm service allows passengers to see At this moment, she felt the meaning of work
Warm service is like playing ball, there are contacts to get the true meaning. In fact, the warm service for passengers is also reflected in all aspects of Wang Lei's work, and after these services are felt by passengers, Wang Lei is infected again from the gratitude and response of passengers. Once at a central hospital station, she patrolled the station in the morning as usual, and said "good morning" to every passenger she met. An aunt smiled and said to her, "My first 'good morning' every day was told to me by Tianjin Metro." At this moment, she deeply felt the sense of accomplishment and value that work brought to her in addition to her daily work.
Her sense of accomplishment in her work can often be experienced from the little things, and in 2023, Tianjin Metro will launch many heart-warming services, such as one-click call buttons, toilet travel cards, etc.
"Some passengers who are in a hurry want to go to the toilet, and although they don't take the subway, if they ask the customer service center for help, they can be given a card to enter the station and use the toilet. "You can't get on the train, but you can use it inside and outside the station without barriers. This good mechanism can also solve the dilemma of the staff, "In the past, it would be very difficult for passengers who were in a hurry to go to the toilet, and they wanted to help the other party solve the actual problem, but they could not bypass the rules and regulations. Now this is a technical solution to the problem."
How can the head of the science and engineering station improve his perceptual thinking?
Wang Lei, a science and engineering student, is always thinking about how to improve her perceptual thinking and better empathize with passengers, she said that after becoming a mother, she can better understand the psychology of pregnant passengers and will try her best to take more care of them. Sometimes, she also feels aggrieved by some of the passengers' uncooperation, but now she wants to try to get emotional communication and empathy with the other party.
"Some passengers may not be very understanding and cooperative with the security check, and I find that they can't understand how to explain it from my point of view. Later, I figured out a 'nirvana', that is, you have to be very sincere, don't use any skills, just communicate sincerely, and basically get better results. Sincere response is Wang Lei's "nirvana", and it is also the best response she has groped out in the process of growing into a mature station head.
"Sometimes passengers have some emotions to output, so I accept his emotions, and sometimes the other party is not entangled in right or wrong, but whether to be respected and recognized. It's hard for us to know what happened to the other person before he took the subway, and we don't know what emotions he came with. In fact, I was not very good at actively communicating with passengers before, but in this position, although it is not easy to take this step, it is a step for me to step out of my comfort zone and a step for growth. ”
Step out of your comfort zone and find that everything is not as difficult as you imagined. Although Wang Lei has experienced difficulties in the growth of science and engineering talents, she understands that the difficult road is the uphill road.
During the Spring Festival this year, she and her husband were both on duty at the unit, and her husband was struggling on the construction site of the suburban railway in Jinjing. A 4-year-old child may need to be taken care of by his grandparents who come to Tianjin for the Chinese New Year temporarily. Speaking of her family, her smile is even more relaxed, she said: "Our children are very powerful, they went to nursery school at the age of one, they have not taken leave for two years, and they get a full attendance award every year." Last year, there were many concerts, and every time I needed to delay the operation, I would definitely have to stay until the end, and when I was on duty, although my husband did not mention support, he took care of the family and children properly. "Her happiness is beyond words.
(Jinyun News reporter Liu Chang)