列车售货大姨“被停职”反转,僵化的管理更该“下车”|久久伊人蜜桃av一区二区

  真正损害铁路形象的,从来不是幽默热情的服务,而是那种缺少弹性、不近人情的管理模式

  据海报新闻报道,近日,K1394次列车(佳木斯至烟台)的售货员大姨在车上偶遇网红主播,因推销时幽默互动,相关视频在网络走红。然而,事后大姨却以“行为影响铁路形象”为由被停职,大姨在直播时哭诉,领导说她的行为“影响了铁路形象”“别干了”。好在事件引发热议后,官方最新通报称,公司已恢复其列车售货工作。

  细究事件细节,大姨被停职的直接导火索,或是与网红博主的互动以及多收钱款及物品。但镜头画面显示,旅客多支付1元钱,并赠送2只烧鸡,是对售货员大姨幽默服务的馈赠,这和欺客宰客无关,更不是贪心占便宜,而是陌生人之间因真诚互动产生的善意认可。

  涉事外包公司以“影响铁路形象”为由将其停职,理由之牵强令人愕然,它暴露的是企业管理的僵化、粗暴和不近人情。公共服务的人性化,从来不在于一丝不苟地机械执行每一条规定,而在于在保障规则、公平的同时,包容人性的温度和具体情境的复杂性。

  旅客多付1元并赠送烧鸡,属于自愿的情感表达,理应区别于强制消费。即便认为此举不妥,对此事的处理,在列车长要求退还多收取的钱款及物品后,也当点到为止。涉事公司进一步加码,直接草率停职,到底基于什么考量?

  此事更深层的问题在于,涉事公司管理者对公共服务精神存在认知偏差。列车售货作为服务行业,核心在于满足旅客需求的同时,传递温暖和人情味,让枯燥的旅途更有乐趣。旅客通过馈赠表达认可,这本应是企业珍视的正向反馈,结果却被当成了违规证据,令人费解。

  值得庆幸的是,售货员大姨已恢复工作。可如果没有舆论的关注和讨公道,这位辛苦抚养儿子的单亲妈妈,或许已被按“规矩”处理了。她的复职,恐怕不是公司自我纠错的选择,而是舆论倒逼的结果。

  公共服务的本质,是为人服务,而非为规则服务。好的服务,既要有规则的刚性,更要有对人性的包容,对服务提供者“自由发挥”的适当宽容。就此而言,真正影响铁路形象的,从来不是幽默热情的服务,而是那种缺少弹性、不近人情的管理模式。

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