12306 Customer Service Peak period one day receive consultation 107,000 cases

Absrtact: During the Spring Festival travel season, the Guangzhou Railway Group Customer Service Center is all day, and about 20,000 of the 93 artificial seats are accepted daily, and over 60% of these service staff are volunteers from the vocational and Technical College. These college students, on average, each

Spring Festival Travel Story

During the Spring Festival, the Guangzhou Railway Group Customer Service Center is not closed, 93 of the daily average of 20,000 people to receive consultation, in these customer service personnel, more than 60% of the professional and Technical College of Canton Railroad volunteers. These college students, on average, receive more than 150 calls a day, and in addition to normal counselling services, they are often scolded by passengers who are not able to buy tickets, but like countless passengers, some of them are still out of school tickets.

"My heart will be anxious for passengers who can't get tickets," he said. "Shanxin is a freshman at the Canton Railway Vocational College, the 18-Year-old girl who is also the head of 153 customer service volunteers. "Why can't I get the ticket?" was the question she was asked the most, and the passengers who couldn't get the ticket on the phone were "commonplace" and the longest was "entangled" for half an hour. "What the hell are you 12306 doing?" You can't do anything! "Shanxin said, here do volunteer service students are, some of the first induction, a phone is a stranger slashing questioned even scold," some students were scolded cry. "Shanxin said, he intends to February 2 from Shaoguan back to Guangzhou to continue the induction service, but the whole dormitory students out also failed to buy train tickets," so particularly able to understand their mood, will be patient to appease them. ”

Tan Xiaowei, deputy director of the Guangzhou Railway Group Customer Service Center, introduced, in addition to 153 student volunteers, the center also has a formal staff of 85 people, the peak period of one day to receive consultation 107,000 cases, to ensure that more than 90% of the rate of access. Tan Xiaowei said that many passengers are not clear 12306 customer service calls and 12306 customer Service site differences, the former only to receive advice, complaints and help, and not responsible for specific booking business, "Yesterday, someone posing as the Beijing Railway Administration's leadership, ' asked ' why we tickets were robbed a few minutes." This situation makes us very difficult. ”