Every day from 5 am to 24 pm, as long as passengers dial this number, there will be subway staff on the other end of the phone to answer passengers' doubts. From information inquiry and feedback, to finding lost items and barrier-free booking services. As the voice "window" of Beijing subway service and receiving passengers, this hotline has been opened for 12 years.
Every operator has a map in his head.
Operators have to answer more than 300 calls per person every day, and even more than 500 calls at most. Everyone draws a simple histogram of station closure by hand, and marks it with pens of different colors, so that you can clearly see the time nodes of station closure and unsealing, and provide accurate operation information for passengers.
The job of answering passengers' calls seems simple, but it tests the operator's knowledge reserve. Sitting in front of the telephone, you should not only master the common information such as the time of the first and last bus, transfer, but also be familiar with the professional knowledge in the subway field and become an encyclopedia of the subway.