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The author:(作者)delvpublished in(发表于) 2014/1/8 8:48:27 12，306 service operator： scolded always encounter but the problem still to be resolved
A group of young volunteers to work in customer service center of Shanghai Railway Administration to enhance the photo by reporter Chen Mengze answer rate national railroad is a ticket to the official website of 12306.CN, the national railway has only one customer service phone 12,306. Yesterday afternoon, this reporter went to the customer service center of Shanghai Railway Administration 12,306 hotline answered, "guest appearances" operator, found the hotline cannot solve the part during the peak during the Spring Festival "ticket" problem, but it will solve a lot of other problems.
First, reporter to General passenger of identity call 12,306, initially call has times number didn't reaction, heavy dial Hou finally entered voice menu, can select self service, listening recording understanding presale period, and Internet ticket, and over votes and fare query, and back modified signed, information; reporter by "0" select has artificial service, in, has not to 1 minutes Hou, phone there came one male operator of sound. Reporters consulted the Internet ticket pre-sale period issue, other accurate replies.
So the connection rate and labor services wait times in the service industry should be good, within the railway also made considerable progress.
Customer service center of Shanghai Railway Administration Director Liu Guanqin said: "December 28, 2013 (start presale festival ticket) until January 6, 2014, Shanghai Railway Administration 12,306 telephone number of incoming daily average of 152,000, which daily 34,533 for service selection, manual answering daily 34,113, connection rate is 98.78%. ”
Yesterday afternoon, "crowding out" Yin Zhijun 1356th customer service seats, temporary "guest appearances" operator. At a press conference 9 calls, mostly consulting, such as new ticket sale time, the presale period what is the network, how to back change tickets online, login not 12,306 on site whether it is failure or because there were so many, and so on, only a call to complain could not buy the tickets you want.
10:30 A.M. work from yesterday, to 2:30 P.M. yesterday, Yin Zhijun had 141 calls, all calls are recorded, and "above" check answer quality. "Today at 10 o'clock in the evening to work nearly 12 hours a day. Get traveler's curse, too, we have to do is to work patiently explained. "Yin Zhijun said.
According to Liu Guanqin on, from December 28 to January 6 of this year, passenger complaints and enquiries telephone service respectively: business consulting 92.6%, travel help, 4.1% visitors advice, service complaints and praise the tourists accounted for 3.3%. In the "big" business consulting, ranked in the top three are: Advisory Network ticket 46%, window ticket 22%, telephone booking at 17%.
Reporters saw 12,306 line can't solve "tickets", but dealing with a number of practical issues, indicates that the railway service is improving. Rail customer services hotline on the inputs is increasing, but the phone number is declining, current daily average during the Spring Festival this year, 152,000, and 160,000 last year Advisory Network ticketing phone share, dropped this year from 54% last year to 46%, experience suggests 12,306 Web ticketing to improve passenger visibility during the spring of the regulations and measures are also on the rise.
Reporter Jin Zhigang
(Original title: catch it always having problems still to be solved)
■ 一批青年志愿者在上海铁路局客服中心上岗，以提高接听率 本报记者 陈梦泽 摄全国铁路就一个购票官网12306.cn，全国铁路也只有一个客服电话12306。昨天下午，记者来到上海铁路局客户服务中心12306热线接听现场，“客串”了一把接线员，发现这条热线虽解决不了春运高峰时段部分方向“买票难”的问题，但却能解决很多其他问题。
首先，记者以普通旅客的身份拨打12306，起初拨打了几次号码没反应，重拨后终于进入语音菜单，可以选择自助服务，听录音了解预售期、互联网售票、余票和票价查询、退改签等信息；记者按“0”选择了人工服务，在等了不到1分钟后，电话那边传来一位男接线员的声音。记者咨询了互联网售票预售期的问题，对方准确答复。
这样的接通率和人工服务等候时间，在服务行业应该算好的，在铁路内部更是长足的进步。
上海铁路局客服中心主任刘官勤说：“从2013年12月28日（开始预售春运车票）到2014年1月6日，上海铁路局12306电话呼入数日均15.2万个，其中选择人工服务日均34533个，人工接听数日均34113个，接通率为98.78%。”
昨天下午，记者“挤占”1356号客服员尹知君的坐席，临时“客串”起接线员。在记者接听的9个电话中，绝大多数是咨询的，比如新票开售时间、网络预售期到底怎么算、如何在网上退改签车票、登录不上12306网站到底是故障还是因为人太多，等等，只有一个电话是抱怨买不到想要的车票。
从昨天上午10时30分上班，到昨天下午2时30分，尹知君已经接听141个电话，个个电话都有录音，方便“上面”检查接听质量。“我今天晚上10时才能下班，一天工作近12个小时。挨旅客的骂也是有的，我们要做的就是耐心做好解释工作。”尹知君说。
据刘官勤介绍，从去年12月28日到今年1月6日，旅客咨询及投诉电话业务比例分别是：业务咨询占92.6%，旅行求助占4.1%，旅客建议、服务投诉和旅客表扬占3.3%。而在最“大头”的业务咨询中，排在前三名的分别是：咨询网络售票的占46%，窗口售票的占22%，电话订票的占17%。
记者看到，12306热线虽然解决不了“买票难”，但处理了很多实际问题，表明铁路服务在改善。虽然铁路在客服热线上的各种投入在增加，但电话数量却在减少，今年春运目前日均电话15.2万个，而去年是16万；咨询网络售票的电话占比，今年也从去年的54%下降到46%，表明12306网站购票体验在改善中，旅客对于春运期间各种规定和措施的知晓度也在上升。
本报记者金志刚
（原标题：挨骂时时碰到 问题仍要解决）
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