In 2006, the passenger satisfaction of Liuzhou Railway Station ranked first among the major passenger stations of China Railway.
In 2009, Liuzhou Station won the heavy honor of "National Civilized Unit".
Liuzhou Railway Station, as the largest passenger station in China, always adheres to the people-oriented principle, serves the passengers wholeheartedly and continuously improves the service level. In order to create a warm and harmonious civilized environment, Liuzhou Railway Station has made great efforts.
Spend money to buy opinions and open the door to find problems.
In 2002, Liuzhou Railway Station ranked only 38th in the first national railway passenger satisfaction evaluation. Where is the gap? How to chase?
Since 2003, the station has taken the initiative to hire college students from Guangxi Institute of Technology as service quality supervisors. According to the evaluation standards and methods of the Ministry of Railways, it organizes passengers to evaluate the satisfaction of the 16 service teams such as passenger transport, ticket sales, luggage and VIP rooms at the station every month. The station also took the initiative to find out the problems existing in the station service from passengers and society by holding symposiums, issuing unsatisfactory reverse questionnaires and setting up complaint telephones. The station will classify the collected passenger opinions and suggestions, set up a file and set up a card, and make rectification within a time limit. For example, in order to solve the problem of poor air circulation in the toilet, an exhaust fan, a bathroom mirror and a waterproof rubber pad are added. If you fall behind, you will think about change, and the gap will catch up. The unremitting efforts finally won the unanimous praise of the passengers.
In 2003, the passenger satisfaction of this station rose to the seventh place of China Railway 10, and in 2005 it rose to the ninth place of China Railway, entering the top ranks of10 for the first time.
Perfect supporting facilities and beautiful environment to welcome guests.
In order to improve facilities and give passengers a beautiful environment, Liuzhou Railway Station has made great efforts to comprehensively optimize the construction of hardware service facilities. More than 2 million yuan has been invested in purchasing 1878 casting stainless steel waiting chairs to equip the waiting room, and all plastic garbage bins in the station have been replaced with closed stainless steel garbage bins. More than 30 revealing and guiding signs have been added in key parts to facilitate passengers to buy tickets, wait for the bus and get on the bus. There is a smoking area in the waiting room, equipped with TV, first-aid medicine box, sewing kit, newspaper and tea set to serve passengers free of charge.
There is also a baby nursing room in the waiting room for mothers and babies, cribs and toys. Special cars and stretchers have been added to make passengers from all directions feel at home when they arrive at the station. Urban and rural cleaning project, with the full participation of the station, insisting on a comprehensive cleaning of the station once a week and white garbage disposal twice a week; More than 600 square meters of garden green space 1.600 square meters were built around the station building, and more than 2,000 pots of ornamental flowers and trees were purchased and placed in public places such as waiting rooms. Today's stations are bright and clean everywhere, and the beautification of management has been well received by the leading inspection team of Spring Festival travel rush of the Ministry of Railways.
Quality "accelerates" service improvement
Liuzhou Railway Station has changed the way of giving lectures at meetings in the past. Every year, it takes the form of columns, videos, knowledge contests, skill competitions, going out to visit and inviting experts to give lectures to educate cadres and workers on professional ethics and professional skills.
Since 2006, the whole station has held 26 theoretical and professional training courses, shown 28 TV videos, received 6 trainings of expert civilized etiquette service, and held 86 knowledge contests and business examinations. In the shaping activities of industry landmarks, the station refined the service standards of the Ministry of Railways for 22 posts in the whole station.
For example, only the passenger transport in the waiting room is subdivided into 10 links, such as advance notice, reservation, ticket cutting and guidance, which greatly exceeds the standards of the Ministry of Railways. In view of the fact that some employees still have indifferent expressions and irregular movements at work, the station sent people to shoot the situation and play it to everyone repeatedly to guide employees to correct the deviation. Through careful education, the staff's service skills are more meticulous and thoughtful, and civilized service and family service have become a common practice. Every year, the station does more than 10000 good things for passengers.
On the morning of June 5438+1October 2 1, 2009, Huang Gang, a passenger from Liuzhou Railway Station, just took over, and he saw an old man who was nearly sixty years old and blind walking into the waiting hall step by step with crutches. When she learned that the old man lived in Beijing and was going to take the T5 train home alone for the New Year, she immediately led the old man into the mother's waiting room. The train came from the front, and the busy Huang remembered the old man. She helped the old man with his luggage in one hand, took the old man's arm in the other and sent him to the carriage. The old man choked with excitement and said, "A-mei, I am so lucky that a blind man met a good man like you." According to statistics, since Spring Festival travel rush in 2009 alone, Liuzhou Railway Station has done more than 40 million good deeds, solved problems and safely transported more than 700,000 passengers, which has been widely praised by all walks of life.