黄艳：愉悦博弈之道

策划、统筹/魏叶、张圣

文/魏叶

拍摄鸣谢/深圳火牛影像摄影工作室

造型鸣谢／张楠（妮妮）

服装鸣谢／odbo colours、临风传媒

【深航女孩小档案】
◇姓名：黄艳
◇部门：深航服务发展部 客户关系管理
◇星座：天蝎座
◇爱好：音乐、摄影、阅读、烹饪、电视
◇经历：2007年进入深航服务发展部负责国内机票业务，2010年起开始从事深航意见受理工作。
◇座右铭：快乐至上

    这一刻，与电话那头的他们，关系就像隐形的网线，密密交织。
    长达数十分钟的博弈，更多的像是在讲述一个关于对立与统一的哲理故事。
    要面对的他们是些细腻有趣的人物，有的坚持，有的固执，有的豁达通透。
    激烈与冷静，强势与温顺，褒扬与贬抑，这些矛盾而冲撞的词汇，在交流的智慧和恒久的坚持下，某一瞬间都得到了统一。

他意的传达和解释

    “最开心的就是把投诉的旅客搞定，从投诉公司到认可公司和我的服务，这是最有成就感的。我们是旅客与公司之间的桥梁，不仅要考虑旅客的感知度，还要维护公司形象。”
    故事主人翁自小成长在旧机场区，每天在头顶上掠过的飞机让其深深迷恋，以航空业为题材的TVB台庆剧《冲上云霄》堪称经典之作，剧中形象鲜明的人物角色为业界人士完美代言，成为许多人对航空业产生兴趣的契机之一。黄艳，这名如今身在深航服务发展部客户关系维护科室，受理旅客意见的明朗姑娘也不例外。
    每个运作成熟的机构都需要“灭火”部门。在深航，这个棘手但不可或缺的职责，落在服务发展部员工肩上。他们需对整个公司的服务业务及技能有全方位了解，通过电话受理旅客意见及接待上访，接受旅客投诉与表扬，与不正常航班的旅客进行沟通、遇突发事件协助处理。以求监控服务质量及改进服务，维护深航在旅客心目中的形象。
    很多时候，面对旅客的投诉和抱怨，除了情绪上的安抚，更应做到的是积极引导。迅速从对方言语中厘清事况，同时转换立场，站在旅客角度与其他部门进行沟通来解决问题。
    经过最初的简单慰籍之后，满足旅客诉求依然是第一要务。
    “办公室经常都是打架的感觉。有各式各样的吼，也有很礼貌的致歉。”黄艳笑道。除了必备的心理素质和抗压能力、记忆与应变，调整心态的自娱自乐，都是博弈之道的重要成分。
    愉悦地博弈，是身处纠葛而自辟宁静，固守自我而品尝尘嚣；无异众生而回归一己，保持清醒而融入人潮。

在快乐标志的庇佑下

    “有人说，‘你笑，全世界都会跟着你笑。’快乐是可以传播四方的，用自己的态度感染别人，往往是快乐达人们所追求的。这样的心，才会没有疲惫。‘快乐至上’这个法宝，我会永远使用，努力追求快乐，追求悠然; 追求透彻，追求领悟。”
    身为象征着艺术、坚强、浪漫与感情的天蝎座，生活中的她创意非凡，敏感而富直觉力，也许带着一点点的逆骨。热爱摄影的她身上那充盈的想象力、敏锐的感知力以及充沛的感情，在快门的记录下表现地淋漓尽致，这些仿佛是艺术家不可或缺的禀赋。摄影给予人们向内观望和向外探索的途径，回溯对世界敬畏与好奇的本能。作为一个对此命题有兴趣的人，她既是生活的洞察者，亦是艺术家。
    她说快乐的人都是愚蠢的，没有心机。拥有乐观开朗的心态却不失独立自主的性格。既然一样要过活，便要“快乐至上”，也许拥有快乐才能感受真正的生活。这种有如魔法的信念看似简单无奇，但它却是来自于心灵深处的潜在意识。
    面对苍茫的人世，个人的力量毕竟是渺小的，但个人的姿态仍旧是最重要的。
    生活因诗化的想象力，而更加多彩多姿。

HUANG YAN: INSISTED ON THE HAPPY WAY IN THE GAME PLAYING

Right at this moment, she is talking to people from the other end of the line. Their relationship is like an invisible network, all tangled.
It’s a conversation that has already lasted for tens of minutes, we can say it’s more like a philosophy story about opposition and unity.
Some of the people on the other end are sensitive and funny, some are insistent, some are stubborn and some are generous.
Intensity and calmness, mighty and gentleness, praise and complaint, opposite words like these can unify in the communication of intelligence and insistence just at a moment.

Delivery and Explanation

 “The happiest thing is to make passengers who complained approve our company and me. It's also the most thing I'm proud of. We are like the bridge between passengers and our company, so we have to think about the passengers' feeling and also our company image.”

As a girl has lived in the old airport area since her childhood, our heroine has a deep crush on planes flying over the sky. The TV drama series Triumph In The Skies celebrating the 36th anniversary of TVB is really classic in aviation theme, characters in it are vivid and make themselves perfect spokesmen for related elites. And that’s partly a reason why many people are interested in aircraft industry. Huang Yan, as now a member accepting advices and complaints in Customer Relations Maintainance Office of Service Dept. in Shenzhen Airlines, is also one of the many people.

A department can deal with emergencies is needed in the full-grown process of each organization. In Shenzhen Airlines, the difficult job was handed over to members from the Service Dept. They must fully understand the services and skills of the whole company, accepting passengers’ advices by calls or visits and their complaints and praise, to communicate with passengers in irregular flights and assistant the handle of emergencies. They tried all this to monitor the service quality and then to improve it so that the company image is well preserved in Passengers’ mind.

Usually, the first thing we will do is pacification when passengers complain, but what we should more do is positive guide. It requires us to quickly clarify the situation and then switch to the passengers’ side to communicate with other departments in solving problems.

Anyway, to meet passengers’ needs is still the first priority after we reassure them briefly.

It often feels like we are fighting in the office, you can hear diffrent kinds of yelling and polite apologizes here. ” Huang Yan said with a smile. Except for essential high psychological quality and anti-pressure ability, strong memory ability, strain capacity and mentality adjustment ability are also important parts of the way in the game playing.

Insisted on the happy way in the game playing, she seeks for tranquility from entanglement, sticks with herself in the noisy world, returns to the mind sometimes and keeps awake in the stream.

Under the Blessing of Happiness

"people say,‘once you laugh, all the people will laugh with you.’Happiness is infectious, using their attitudes to affect others is exactly what the happy people pursue. people like them never get tired of the life. I will always believe the motto‘happiness comes first’and try my best to pursue happiness, leisureliness, incisiveness and understanding."

As a Scorpio emblems art, toughness, romance and emotion, Huang Yan is really creative, sensitive and a little rebellious in her daily life. In her loved shooting photography, immense imagination, sensitivity and emotions can totally be seen. She’s a natural artist. Photography is a way of watching the inside and exploring the outside to recall the instinct of revering and being curious of the world. As a person who is intersted in the theme, she’s a life observer and also an artist.   

She thinks happy people are silly and simple with positive mentality and independent character. Since we are living creatures in the world, we need to believe “happiness comes first”, then we can really experience the real life. The magic belief seems like simple, but it’s potential subconsciousness from the bottom of our hearts.

Compared with the vast universe, the strength of a single human being is really nothing, but we still need to have our own attitudes.

Life is more colourful because of the beatiful imagination.