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The author:(作者)delvpublished in(发表于) 2014/1/8 7:48:25 Scolded big pressure vent 12，306 set up
Scolded big pressure vent 12,306 set up district (map)-12,306,-IT the spring information Scolded big pressure vent 12,306 set up area (map)
Access to tickets during the Spring Festival peak period, tickets on the site hope of success faded, 12,306 call center traffic volume surged on January 6, the traffic volume exceeded 30,000. Traffic volume not only make significant increase in staff workload to take calls from morning till night does not pausing, "scolded" opportunities abound. Yesterday, the reporter visited 12,306 customer service center "vent" – passengers hurling the operator only to this emotional, for comfort. According to statistics, the venting area boxing column, the most recent is called one hundred or two hundred times every day.
Passenger complaints have mainly verbal abuse
Rice, the reporter into the customer service center to find more than more than 100 seats were too busy answering the phone. Sue Wang Rui had encountered an "intractable" King, the gentleman suggested "railway company should increase a few more official website, preferably a high-speed rail site, a light rail website ... ... Tickets easy. " Wang Rui has been offering customers said: "your proposal will be gathered up. "But the other party has throat and could not respond to Wang Rui does. Later, the other end began to swear, Wang Rui only indignantly picked the headset, put it right back on again.
The operator experienced on a daily basis. According to Xu Rui, Deputy Secretary of the Party Committee of customer service center introduction, in early December last year daily average traffic volume of around 6,000, January 6 broke the 30,000 expected peak traffic volume during the Spring Festival this year to 45,000. Passenger complaints are mainly concentrated in the official failures, the Internet does not respect, was "abusive".
In paragraphs could be heard in the recording, one of the 53-minute scolding voice. One passenger complained to the operator when 12,306 color code, scold here are unprintable and vile, and operator can only again and again repeating: we're sorry, but for the inconvenience.
Unreasonable demands on the train "he"
Spring Festival this year, 12,306 call center traffic over more than 50 of the seats are held by the daily increased to 174, full banquet staff induction, two students have been seconded to support customer service staff at more than 330 people.
Despite this, the telephone, one by one, customer service personnel have a sit down and can't get up, not to mention the rotation. Yesterday at 12 o'clock noon, traffic volume has the same day 11,953, full banquet staff induction, also showed there were 20 people in the queue (the highest show 20 people).
In fact, 12,306 12,306 and railway ticketing Customer Service Center Web site are two different things, but a lot of passengers angry at getting a ticket to the attendant, and in this regard, the operator said "passenger bought a ticket, can understand." Also part of the call is simply unreasonable demands, such as train ticket six months ago, requests for refunds, for its own reasons requires the operator to call the driver missed the train "he", getting a ticket ask for single train yourself again, or let the operator "must" get him a ticket. Got this phone call, operator to laugh or cry.
Canteen corner set vented wall and boxing column pressure
In accordance with the requirements, no matter how badly passengers called the operator "red lines" are not yelling or hang up, but the attendant depression, causing induction can't answer the phone. Mumble is "Hello, glad to serve you." Service Center operator are "$literal" at home is precious, who also have no gas, at 9 o'clock in the evening time, often have a crying little girl hiding in the stairwell.
To this end, the customer service center last year set the vent area in a corner of the dining room, there is a vent in the wall, attendant to put their grievances in writing on the wall, there is also a boxing column, a lot of traffic at dinner, first punching boxing column "out" meal, sat down to dinner again.
Han was born in 1988 in Beijing girl, a passenger who bought a ticket last year, scolding her for an hour, June Han was called to head, so a "grievance". "Now I have trained a passenger bought a ticket in a hurry, we all understand, complain, hung up the phone, come take a deep breath and look out the window with its traffic, easing. "June han said that now is a little professional" legacy ", answer your cell phone after hours is often conditioned to saying thank you for your call!
Related news
12,306 today 6/ticket time
Access to available train tickets during the Spring Festival peak in the last few days railway ticketing website 12,306 "pressure Alexander", especially on time, time traveler login difficulties. January 6 tickets 8.026 million a day, 1 million more than the January 5. And the volume of extra tickets are pretty much over the network and mobile ticketing. Beijing morning news reporter from 12,306 website yesterday was informed that balanced 12,306 site visits, to further improve the user experience, from today onwards, from the sale of the railway sector to Internet, telephone booking time to adjust.
By adjustment, in original 8 points to 18 points (except 14 points outside), each hour put votes of based Shang, increased 9:30, and 10:30, and 12:30, and 13:30, and 14:00, and 14:30 six a put votes time points; all "g" Word head train up sold time by 11 points moved to 14 points, "d", and "c" Word head train up sold time still for 11 points, keep not changed.
Moreover, some ticket sales have been adjusted the station window, query 12,306 website for details and station announcements.
Reporters saw Beijing station window ticket time except South g prefix changed to 14 points, there is no other change, remains the Beijing West railway station at 8 and sold; Beijing North railway station at 9 and sold; 10 and sold in Beijing railway station Beijing South railway station c, d from the sale of the first 11 points, g from the sale of the first 14 points.
Railway sector prompt on January 8 will go on sale on January 27 and February 1 temporary passenger train tickets for passenger trains. Appears from the 7th, from Beijing to Urumqi residents nervous, but the Beijing-Xian, Xian, Urumqi, some to over, passengers from Beijing to Urumqi, demand can relay via Xian.
Million made by the railway ticketing service guide
Yesterday morning, 60 young volunteers based in Xidan of Beijing railway administration xizhimen, dongzhimen subway station, subway station, complimentary to the public in Beijing railway administration during Spring Festival passenger ticket travel services guide (see figure).
According to introduced, guide also will in the big station to passenger issued, total printed 100yuwance, guide in the first printed has Beijing railway company-oriented social made of 20 article spring open commitment, accept social and passenger supervision; and to passenger focus introduced has phone booking, and Internet purchased votes, and railway sale Department and the station window purchased votes, and self sold (take) votes machine purchased votes take votes, and phone purchased votes, variety purchased (take) votes way, and railway sector for young sick pregnancy passenger dedicated of "love channel" And priority booking service launched telephone and Twitter.
Brochure order form of the letter to the traveling public, focuses on railway safety regulations come into force on January 1, 2014 the relevant contents. While also increased for the first time the Beijing railway Bureau official micro-blog, micro QR code, passengers can phone to scan, Beijing railway transport during Spring Festival travel for more information.
挨骂压力大，12306自设发泄区（图） - 12306,春运 - IT资讯挨骂压力大，12306自设发泄区（图）
进入春运购票高峰期，在网站上购票成功的希望越来越渺茫，12306客服中心话务量飙升，1月6日当天，话务量突破了3万个。话务量大不仅让客服人员工作量大增，接电话从早到晚不停歇，“挨骂”的机会也多了。昨天，记者探访12306客服中心“发泄区”——受到旅客谩骂，话务员只能到此发泄情绪，寻求安慰。据统计，发泄区设置的拳击柱，最近每天都要被打一两百次。
旅客投诉都是以谩骂为主
正当饭点儿，记者走进客服中心却看到，一百多个座席都在忙着接听电话。话务员王蕊遇到了一个“难缠”的主儿，这位先生建议“铁路总公司应该多增加几个官网，最好设一个高铁网站、一个轻轨网站……这样买票就方便了”。王蕊一直向客户表示：“会将您的建议收集向上反映。”但对方却不依不饶，非要王蕊回应能不能照做。后来，电话那头就开始骂脏话，王蕊只能将耳机愤愤地摘下来，再戴回去。
这样的情形，话务员们每天都在经历。据客服中心党委副书记徐瑞介绍，去年12月初话务量日均还在6000个左右，1月6日突破了3万个，预计今年春运最高峰日话务量能到4.5万个。而旅客投诉主要集中在官网故障、网上没票等方面，都是“以谩骂为主”。
在记者听到的几段录音中，其中一段骂人的语音竟长达53分钟。一位旅客在向话务员投诉12306彩色验证码时，劈头盖脸过来的全是不堪入耳的脏话，而话务员只能一遍遍重复：非常抱歉，给您带来不便了。
无理要求让火车“等他一会儿”
今年春运，12306客服中心话务席位由日常的50多个增加到了174个，满席全员上岗，还借调了两个院校的学生来支援，客服人员达到330多人。
尽管这样，电话一个接一个，客服人员一坐下就起不来了，更别提轮岗。到昨天中午12点，当天话务量已经接了11953个，满席全员上岗，还显示有20个人在排队当中(最高显示20人)。
实际上，12306客服中心与铁路12306购票网站是两回事，但很多旅客因为买不到票而向话务员发火，对此，话务员表示“旅客买不到票，心情能理解”。还有一部分来电纯粹就是无理要求，比如半年前的火车票要求退票、因为自己的原因误了火车要求话务员给司机打电话“等他一会儿”，买不到票要求给自己再单开一趟车，或者让话务员“必须想办法”帮他订一张票。接到这种电话，话务员也哭笑不得。
食堂角落设发泄墙与拳击柱减压
按照要求，无论旅客骂得多么难听，话务员的“红线”是不能对骂，也不能挂电话，但有话务员因此抑郁，导致上岗不敢接电话。晚上说梦话都是“您好，很高兴为您服务”。服务中心的话务员大都是“90后”，在家里都是宝贝，谁也没有受过这些气，晚上9点多的时候，时常有小姑娘躲在楼道里哭。
为此，客服中心去年在食堂一角设置了发泄区，区内有一块发泄墙，话务员可以把自己的委屈写下来贴墙上，另外还有一个拳击柱，很多话务员在饭前，先冲拳击柱“发泄”一顿，再坐下来吃饭。
1988年出生的北京女孩儿韩军，去年一位旅客因买不到票，骂了她半个小时，韩军被骂得头昏脑胀，因此得了一个“委屈奖”。“现在我已经练出来了，旅客买不到票心里着急，我们都理解，心里有委屈挂了电话去楼道里深呼吸，看看窗外的车水马龙，就缓解了。”韩军说，现在就是有点职业“后遗症”，下班后接手机经常会习惯性地来一句：感谢您的来电！
■相关新闻
12306今起新增6个放票时间点
进入春运火车票发售高峰，近几日铁路购票网站12306“压力山大”，尤其是准点放票时间旅客登录困难。1月6日全天发售车票802.6万，比1月5日多100万张。而多出的售票量基本上都是通过网络和手机客户端售票。昨天北京晨报记者从12306网站获悉，为均衡12306网站访问量，进一步改善用户体验，自今天起，铁路部门对互联网、电话订票的起售时间做出调整。
经调整，在原有8点至18点(除14点外)，每整点放票的基础上，增加9:30、10:30、12:30、13:30、14:00、14:30六个放票时间点；所有“G”字头列车起售时间由11点移至14点，“D”、“C”字头列车起售时间仍为11点，保持不变。
另外，部分车站窗口售票起售时间也进行了调整，详情可查询12306网站和车站公告。
记者看到，北京地区车站窗口售票时间除了南站的G字头变为14点，其他没有变化，依然是北京西站8点起售；北京北站9点起售；北京站10点起售；北京南站C、D字头11点起售，G字头14点起售。
铁路部门提示，1月8日将开始发售1月27日图定旅客列车和2月1日临客列车车票。从7日余票情况来看，北京至乌鲁木齐方向票源紧张，但北京至西安、西安至乌鲁木齐还有部分余票，有从北京去往乌鲁木齐方向需求的旅客，可通过西安进行中转。
铁路发百万份购票服务指南
昨天上午，北京铁路局60名青年志愿者分别在西单、东直门地铁站、西直门地铁站等地，向市民免费赠阅北京铁路局《春运旅客购票乘车服务指南》(见图)。
据介绍，指南还会在各大车站向旅客发放，共印制100余万册，指南中首次印制了北京铁路局面向社会做出的20条春运公开承诺，接受社会和旅客监督；并向旅客重点介绍了电话订票、互联网购票、铁路代售处及车站窗口购票、自助售(取)票机购票取票、手机购票等多种购(取)票方式，以及铁路部门为老幼病残孕旅客专设的“爱心通道”和推出的重点预约服务电话和微博。
小册子还以《致广大旅客一封信》的形式，重点介绍了2014年1月1日起施行的《铁路安全管理条例》的有关内容。同时小册子还首次增加了北京铁路局官方微博、微信二维码，旅客可通过手机扫描，获得详细的北京铁路春运出行资讯。
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