1.1鐵路旅客運(yùn)輸服務(wù)概述課件講解

Railwaypassengertransportservices鐵路旅客運(yùn)輸服務(wù)內(nèi)容文字：≥16號(hào)層級(jí)序號(hào)

一、1.（1）01①(Overviewofrailwaypassengerservices)鐵路客運(yùn)服務(wù)概述相關(guān)知識(shí)一、鐵路旅客運(yùn)輸業(yè)的性質(zhì)Thenatureofrailwaypassengertransport二、鐵路旅客運(yùn)輸?shù)奶攸c(diǎn)和基本任務(wù)Thecharacteristicsandbasictasksofrailwaypassengertransport三、鐵路旅客運(yùn)輸服務(wù)研究的主要內(nèi)容Themaincontentofrailwaypassengertransportserviceresearch四、鐵路旅客運(yùn)輸服務(wù)崗位與系統(tǒng)Railwaypassengertransportservicepostandsystem五、術(shù)語(yǔ)和定義

TermsandDefinitions一、鐵路旅客運(yùn)輸業(yè)的性質(zhì)Thenatureofrailwaypassengertransport二、鐵路旅客運(yùn)輸?shù)奶攸c(diǎn)和基本任務(wù)Thecharacteristicsandbasictasksofrailwaypassengertransport三、鐵路旅客運(yùn)輸服務(wù)研究的主要內(nèi)容Themaincontentofrailwaypassengertransportserviceresearch四、鐵路旅客運(yùn)輸服務(wù)崗位與系統(tǒng)Railwaypassengertransportservicepostandsystem五、術(shù)語(yǔ)和定義

TermsandDefinitions目錄Directory鐵路客運(yùn)服務(wù)概述Overviewofrailwaypassengerservices鐵路旅客運(yùn)輸業(yè)的性質(zhì)01.Thenatureofrailwaypassengertransport社會(huì)屬性——第三產(chǎn)業(yè)——運(yùn)輸業(yè)公共服務(wù)性——提供位移服務(wù)并在位移過(guò)程中提供相應(yīng)的服務(wù)Publicservice——Providedisplacementservicesand

providecorrespondingservicesduringdisplacementSocialattributes——Thethirdindustry——The

transportindustry一、鐵路旅客運(yùn)輸業(yè)的性質(zhì)Thenatureofrailwaypassengertransport我國(guó)鐵路運(yùn)輸業(yè)的發(fā)展歷程：ThedevelopmentcourseofChina'srailwaytransportationindustry:生產(chǎn)經(jīng)營(yíng)型Productionandoperationtype一、鐵路旅客運(yùn)輸業(yè)的性質(zhì)Thenatureofrailwaypassengertransport服務(wù)經(jīng)營(yíng)型Serviceorientedtype我國(guó)鐵路運(yùn)輸業(yè)的發(fā)展歷程：ThedevelopmentcourseofChina'srailwaytransportationindustry:生產(chǎn)經(jīng)營(yíng)型Productionandoperationtype目標(biāo)：完成生產(chǎn)任務(wù)

(Objective:tocompleteproductiontasks)關(guān)注：企業(yè)內(nèi)部的挖潛、提效(Concern:withintheenterprisetappotentialandimproveefficiency)忽視：旅客的需求、產(chǎn)品的營(yíng)銷(Ignore:passengerneeds,Productmarketing)以犧牲市場(chǎng)和消費(fèi)者利益為代價(jià)(Attheexpenseofthemarketandconsumers)一、鐵路旅客運(yùn)輸業(yè)的性質(zhì)Thenatureofrailwaypassengertransport我國(guó)鐵路運(yùn)輸業(yè)的發(fā)展歷程：ThedevelopmentcourseofChina'srailwaytransportationindustry:服務(wù)經(jīng)營(yíng)型Serviceorientedtype目標(biāo)：最大限度滿足市場(chǎng)需求、為旅客提供“人性化”服務(wù)(Objective:tomeetthemarketdemandtothegreatestextentandprovide"humanized"serviceforpassengers)關(guān)注：市場(chǎng)需求、銷售數(shù)量(Concern:marketdemand,salesquantity)重視：服務(wù)的生產(chǎn)過(guò)程(Attention:serviceoftheproductionprocess)一、鐵路旅客運(yùn)輸業(yè)的性質(zhì)Thenatureofrailwaypassengertransport鐵路旅客運(yùn)輸?shù)奶攸c(diǎn)和基本任務(wù)02.Thecharacteristicsandbasictasksofrailwaypassengertransport01旅客運(yùn)輸?shù)闹饕?wù)對(duì)象是旅客，其次是行李、包裹和郵件。Passengertransportmainlyservespassengers,followedbyluggage,parcelsandmail.02旅客運(yùn)輸生產(chǎn)向社會(huì)提供的是無(wú)形產(chǎn)品——旅客的位移。Passengertransportproductionprovidesthesocietywithanintangibleproduct--passengerdisplacement.03旅客運(yùn)輸在時(shí)間上有較大的波動(dòng)性。Passengertransporthasgreatfluctuationintime.04旅客在旅行中有不同的物質(zhì)文化生活需求。Travelershavedifferentmaterialandculturallifeneedsduringtravel.(1)旅客運(yùn)輸?shù)奶攸c(diǎn)Characteristicsofpassengertransportation二、鐵路旅客運(yùn)輸業(yè)的特點(diǎn)和基本任務(wù)Thecharacteristicsandbasictasksofrailwaypassengertransport(2)旅客運(yùn)輸?shù)幕救蝿?wù)Basictasksofpassengertransport安全、迅速、準(zhǔn)確、便利地運(yùn)送旅客、行李、包裹和郵件，最大限度地滿足廣大人民在旅行上的需要，在旅行中為旅客創(chuàng)造舒適愉快的環(huán)境，并提供文化生活上的優(yōu)質(zhì)服務(wù)。Safely,quickly,accuratelyandconvenientlytransportpassengers,baggage,parcelsandmail,tomeetthetravelneedsofthepeopletothegreatestextent,createacomfortableandpleasantenvironmentforthepassengersduringthetrip,andprovidehigh-qualityservicesinculturallife.二、鐵路旅客運(yùn)輸業(yè)的特點(diǎn)和基本任務(wù)Thecharacteristicsandbasictasksofrailwaypassengertransport鐵路旅客運(yùn)輸服務(wù)研究的主要內(nèi)容03.Themaincontentofrailwaypassengertransportserviceresearch三、主要內(nèi)容1.鐵路旅客運(yùn)輸服務(wù)內(nèi)涵Connotationofrailwaypassengertransportservice根據(jù)旅客運(yùn)輸?shù)奶攸c(diǎn)，在旅客旅行的全過(guò)程中，為旅客提供安全、舒適和便捷的服務(wù)，最大限度地滿足旅客的旅行需求，是客運(yùn)服務(wù)的重要內(nèi)涵。旅客運(yùn)輸服務(wù)就是在售票、候車、乘降、途中為旅客提供旅行服務(wù)的過(guò)程。Accordingtothecharacteristicsofpassengertransport,duringthewholecourseofatraveler'sjourney，toprovidepassengerswithsafety,comfortandconvenientservices，maximizetomeetthetravelneedsofpassengers，itistheimportantconnotationofpassengertransportservice，Passengertransportserviceistheprocessofsellingtickets,waitingforthetrain,takinganddroppingpassengers,onthewaytoprovidetravelservices.Themaincontent01建立并完善《中國(guó)鐵路客票發(fā)售與預(yù)定系統(tǒng)》、《旅客服務(wù)系統(tǒng)》、《12306客服中心系統(tǒng)》、《旅客服務(wù)與生產(chǎn)管控平臺(tái)》等旅客服務(wù)系統(tǒng)。Establishandimprovepassengerservicesystemssuchas《ChinaRailwayTicketSaleandReservationSystem》,《PassengerServiceSystem》,《12306CustomerServiceCenterSystem》,《PassengerServiceandProductionControlPlatform》.三、主要內(nèi)容Contentsofrailwaypassengerservice2.鐵路旅客服務(wù)工作內(nèi)容Themaincontent0203Formulateserviceoperationstandards.TheformerChinaRailwayCorporation"NoticeonPrintingandDistributingTheRailwayPassengerTransportServiceQualityStandards"(ChinaRailwayGeneralTransport(2016)No.247)clarifiedthecontentandqualityrequirementsoftheservicework.制定服務(wù)作業(yè)標(biāo)準(zhǔn)。原中國(guó)鐵路總公司“關(guān)于印發(fā)《鐵路旅客運(yùn)輸服務(wù)質(zhì)量規(guī)范》的通知”（鐵總運(yùn)（2016）247號(hào)）明確了服務(wù)工作的內(nèi)容和質(zhì)量要求。宣傳、貫徹和執(zhí)行標(biāo)準(zhǔn)化作業(yè)，確保服務(wù)工作的質(zhì)量。Publicize

andimplementstandardized

operationstoensurethequalityofservicework.三、主要內(nèi)容2.鐵路旅客服務(wù)工作內(nèi)容ContentsofrailwaypassengerserviceThemaincontent提高鐵路旅客服務(wù)工作水準(zhǔn)的核心是滿足旅客的需要。要使旅客滿意，鐵路必須了解和把握他們的心理，按旅客的服務(wù)需求開展有針對(duì)性服務(wù)；同時(shí)，服務(wù)人員的心理素質(zhì)直接影響了服務(wù)質(zhì)量的提高。Thecoreofimprovingrailwaypassengerserviceistomeettheneedsofpassengers.Tosatisfythepassengers,therailwaymustunderstandandgrasptheirpsychology,andcarryouttargetedservicesaccordingtotheserviceneedsofpassengers.Atthesametime,thepsychologicalqualityofservicepersonneldirectlyaffectstheimprovementofservicequality.三、主要內(nèi)容Psychologicalservices3.服務(wù)心理ThemaincontentPsychologicalservices因此，通過(guò)對(duì)旅客和客運(yùn)員工的心理分析，了解旅客，了解自己，從而更好地開展服務(wù)工作。Therefore,throughthepsychologicalanalysisofpassengersandpassengertransportstaff,tounderstandpassengers,tounderstandthemselves,soastobettercarryoutservicework.三、主要內(nèi)容3.服務(wù)心理Themaincontent吸引和滿足顧客是一切服務(wù)業(yè)賴以生存和發(fā)展的基礎(chǔ)。要想提高客運(yùn)服務(wù)質(zhì)量，服務(wù)人員服務(wù)的熟練程度、技藝、能力是首要條件。鐵路客運(yùn)企業(yè)必須培養(yǎng)和增強(qiáng)服務(wù)技能技巧，充分發(fā)揮服務(wù)技巧在提高服務(wù)工作質(zhì)量方面的作用。Attractingandsatisfyingcustomersisthebasisforthesurvivalanddevelopmentofallserviceindustries.Inordertoimprovethequalityofpassengertransportservice,theservicepersonnel'sproficiency,skillandabilityisthefirstcondition.Railwaypassengertransportenterprisesmustcultivateandenhanceserviceskillsandgivefullplaytotheroleofserviceskillsinimprovingservicequality.三、主要內(nèi)容Serviceskills4.服務(wù)工作的技能技巧ThemaincontentServiceskills三、主要內(nèi)容4.服務(wù)工作的技能技巧01培養(yǎng)和增強(qiáng)服務(wù)人員技能，利用服務(wù)技能吸引和滿足旅客。Trainandenhancetheskillsofservicepersonnel,anduseserviceskillstoattractandsatisfypassengers.02提高服務(wù)人員的知識(shí)素質(zhì)，利用服務(wù)知識(shí)吸引和滿足旅客。Improvetheknowledgequalityofservicepersonnel,anduseserviceknowledgetoattractandsatisfypassengers.Themaincontent鐵路客運(yùn)企業(yè)是具有半軍事性質(zhì)的企業(yè)，為確保旅客運(yùn)輸服務(wù)質(zhì)量，客運(yùn)部門制訂了一整套規(guī)章制度并嚴(yán)格執(zhí)行，這種服務(wù)工作的策略，在計(jì)劃經(jīng)濟(jì)時(shí)代起了非常重要的作用。Railwaypassengertransportenterprisesaresemi-militaryenterprises.Inordertoensurethequalityofpassengertransportservice,thepassengertransportdepartmenthasformulatedasetofrulesandregulationsandstrictlyimplementedthem.Thisstrategyforservicework,Playedaveryimportantroleintheeraofplannedeconomy.三、主要內(nèi)容Strategiesforservicework5.服務(wù)工作的策略ThemaincontentStrategiesforservicework隨著社會(huì)經(jīng)濟(jì)的發(fā)展和人民生活水平的提高，旅客的需求已從“走得了”向“走得好”轉(zhuǎn)變，服務(wù)工作也應(yīng)從運(yùn)送旅客向服務(wù)旅客轉(zhuǎn)變，服務(wù)工作應(yīng)針對(duì)不同的消費(fèi)群，滿足旅客的不同需求，采取相應(yīng)的策略，充分體現(xiàn)服務(wù)的藝術(shù)、服務(wù)的魅力，更好地為旅客服務(wù)。Withthedevelopmentofsocialeconomyandtheimprovementofpeople'slivingstandards,thedemandofpassengershaschangedfrom"walking"to"walkingwell".Theserviceworkshouldalsochangefromtransportingpassengerstoservingpassengers.Theserviceworkshouldbeaimedatdifferentconsumergroups,meetthedifferentneedsofpassengers,adoptcorrespondingstrategies,andfullyreflecttheartandcharmofservice,Betterservepassengers.三、主要內(nèi)容5.服務(wù)工作的策略ThemaincontentStrategiesforservicework服務(wù)工作的主要策略包括服務(wù)有形化策略、服務(wù)承諾化策略、服務(wù)品牌化策略等。Themainstrategiesofserviceworkincludeservicematerializationstrategy,servicecommitmentstrategyandservicebrandingstrategy.三、主要內(nèi)容5.服務(wù)工作的策略Themaincontent三、主要內(nèi)容Corporatecultureandpublicrelationsofrailwaypassengertransportservice6.鐵路旅客運(yùn)輸服務(wù)企業(yè)文化和公共關(guān)系鐵路客運(yùn)服務(wù)企業(yè)不可能像生產(chǎn)流水線一樣進(jìn)行標(biāo)準(zhǔn)化作業(yè)，服務(wù)產(chǎn)品的品質(zhì)很難保持絕對(duì)的穩(wěn)定、一致。規(guī)章制度在提高產(chǎn)品的服務(wù)質(zhì)量方面起了非常重要的作用。Itisimpossibleforrailwaypassengerserviceenterprisestocarryoutstandardizedoperationslikeproductionlines,andthequalityofserviceproductsisdifficulttomaintainabsolutestabilityandconsistency.Regulationsplayaveryimportantroleinimprovingtheservicequalityofproducts.ThemaincontentCorporatecultureandpublicrelationsofrailwaypassengertransportservice但在變化復(fù)雜的旅行環(huán)境中向旅客提供更好的服務(wù)，僅僅依靠規(guī)范管理是不夠的，必須創(chuàng)導(dǎo)一種優(yōu)秀的更加重視提供良好服務(wù)和顧客導(dǎo)向觀念的企業(yè)文化，自覺(jué)激發(fā)員工對(duì)優(yōu)質(zhì)服務(wù)的追求，它可以告訴員工，如何面對(duì)新的、難以預(yù)料的情況作出及時(shí)、正確的反應(yīng)。Buttravelinginthechangeofcomplexenvironmentprovideabetterservicetopassengers,itisnotenoughtorelyonstandardmanagement,mustguideagoodpaymoreattentiontoprovidegoodserviceandcustomerorientedconceptofcorporateculture,consciouslytoinspireemployeestothepursuitofqualityservice,itcantellthestaff,howtofacenewandunexpectedsituationtomaketimelyandcorrectresponse.三、主要內(nèi)容6.鐵路旅客運(yùn)輸服務(wù)企業(yè)文化和公共關(guān)系Themaincontent鐵路旅客運(yùn)輸服務(wù)崗位與系統(tǒng)04.Railwaypassengertransportservicepostandsystem四、鐵路旅客運(yùn)輸服務(wù)崗位與系統(tǒng)Railwaypassengertransportservicepostandsystem1.站務(wù)崗位工種(Typesofstationservicepositions)車站主要客運(yùn)工種有鐵路客運(yùn)員、客運(yùn)值班員、車站綜控員等。Themaintypesofpassengertransportservicepositionsinthestationincludepassengerclerk,passengerdutyofficer,stationintegratedcontroller,etc.Passengerservicepositions(一)客運(yùn)服務(wù)崗位客運(yùn)服務(wù)崗位分為站務(wù)崗位和乘務(wù)崗位。Passengerservicepositionsaredividedintostationandcrewpositions.四、鐵路旅客運(yùn)輸服務(wù)崗位與系統(tǒng)Railwaypassengertransportservicepostandsystem2.乘務(wù)崗位工種(Typeofworkofcrewpost)普速列車乘務(wù)組由客運(yùn)乘務(wù)人員、車輛乘務(wù)員、公安乘警組成。動(dòng)車組乘務(wù)組由客運(yùn)乘務(wù)人員、隨車機(jī)械師、司機(jī)、公安乘警、隨車保潔和餐飲服務(wù)人員組成。Thecrewofnormal-speedtrainiscomposedofpassengerstewards,vehiclestewardsandpublicsecuritypolicemen.Themultipleunittrain

crewconsistsofpassengerstewards,on-boardmachinist,driver,publicsecuritypolice,on-boardcleaningandcateringservicepersonnel.Passengerservicepositions(一)客運(yùn)服務(wù)崗位客運(yùn)服務(wù)崗位分為站務(wù)崗位和乘務(wù)崗位。Passengerservicepositionsaredividedintostationandcrewpositions.四、鐵路旅客運(yùn)輸服務(wù)崗位與系統(tǒng)RailwaypassengertransportservicepostandsystemPassengerservicepositions(一)客運(yùn)服務(wù)崗位客運(yùn)服務(wù)崗位分為站務(wù)崗位和乘務(wù)崗位。Passengerservicepositionsaredividedintostationandcrewpositions.2.乘務(wù)崗位工種(Typeofworkofcrewpost)列車上保潔、餐飲由社會(huì)專業(yè)公司承擔(dān)時(shí)，其員工視同列車乘務(wù)組成員。列車乘務(wù)組人員應(yīng)當(dāng)各司其職，在為旅客服務(wù)上，接受列車長(zhǎng)統(tǒng)一領(lǐng)導(dǎo)。Whencleaningandcateringonthetrainareundertakenbyprofessionalsocialcompanies,itsemployeesshallberegardedasmembersofthetraincrewgroup.Thetraincrewshallperformtheirrespectiveduties,Intheserviceofpassengers,accepttheunifiedleadershipoftheconductor.四、鐵路旅客運(yùn)輸服務(wù)崗位與系統(tǒng)Railwaypassengertransportservicepostandsystem客運(yùn)服務(wù)是一個(gè)涵蓋范圍很廣的概念，包括從購(gòu)票前的營(yíng)銷到訂票購(gòu)票、從旅客到站后的信息揭示引導(dǎo)到有困難時(shí)站車的及時(shí)救助、從旅客乘車前的自動(dòng)檢票到上車后的服務(wù)等。Passengerserviceisaverybroadconcept,thisincludesmarketingbeforebuyingticketstoticketbooking,fromtheinformationandguiding

afterthearrivalofpassenge