"Railway 12306" is the official mobile phone ticketing application software launched by China Railway Customer Service Center. It shares user, order, ticket amount and other information with the official website of train tickets, and uses unified ticketing business rules. The software has the functions of air ticket reservation, online payment, change, refund, order inquiry, common contact management, personal data modification, password modification and so on.
On June 5438+ 10, 2022, the railway department coordinated the precise requirements of epidemic prevention and control and the convenient travel needs of passengers, and constantly improved service measures to facilitate passengers to purchase tickets and return and change their visas. Extend the ticketing service time of 12306 website from 5: 00 to 23: 30 every day to 5: 00 to1:00 the next morning; Provide 24-hour internet refund service, and the deadline for refund is extended from 25 minutes before the bus stop.
Quality requirements of railway customer service telephone manual service hotline
Rich industry knowledge and experience is an essential weapon to solve customer problems. No matter what industry you do, you need professional knowledge and experience. You should not only know how to communicate with customers and apologize to them, but also become an expert in product knowledge and be able to explain all kinds of related questions raised by customers.
If the customer service staff can't become professionals in the industry, not professionals, then some problems may not be solved. As customers, what we want most is the respect and help of service personnel. Therefore, customer service personnel should have rich industry knowledge and experience.