从“出气筒”到“小助手”——记青岛火车站值班站长李蓉

From a “Punching Bag” to a “Little Helper”

春运期间客流增多，再加上旅客回家心切，买票、候车过程中难免会变得急躁，甚至是抱怨的情绪。这时，青岛火车站成立的“旅客抱怨中心”就成了名副其实的“出气筒”。青岛火车站值班站长李蓉自2008年走上这个岗位后，已经受了多年的“气”。日前，记者了解到，这几年来，随着铁路运力的不断增加，李蓉越发感到自己遭受的委屈少了，向她求助的多了，她从“出气筒”变成了“小助手”，亲眼目睹了旅客从抱怨、投诉到变成求助或咨询再到相互理解的过程。

Because of the huge passenger flow during the Spring Festival as well as passengers' eagerness to return home, it is very common t -hat passengers feel impatient while buying tickets and waiting for their trains and even make complaints. During this period, the "Passenger Complaint Center" becomes a real "punching bag". Since Li Rong worked as the on-duty stationmaster of Qingdao Railway Station in 2008, she has been acting as a "doormat" for many years. Recently, the reporter learned about that over the years, as the railway capacity constantly improves, Li Rong receives fewer complaints but more asking for help, and she becomes a "little helper" instead of a "punching bag" who witnesses the change in passengers' attitude from complaining to asking for help or advice and to mutual understanding.