7.1.1服務(wù)工作理念（雙語(yǔ)）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（Conceptofrailwaypassengerservicework）鐵路客運(yùn)服務(wù)工作理念相關(guān)知識(shí)Therelevantknowledge二、顧客至上”的服務(wù)理念（Customerfirst"serviceconcept）三、“人性化”的服務(wù)理念（"Humanized"serviceconcept）四、服務(wù)理念的“創(chuàng)新”（"Innovation"ofserviceconcept）五、全過(guò)程服務(wù)理念（Whole-processserviceconcept）一、服務(wù)理念的演變（Theevolutionofserviceconcept）鐵路客運(yùn)服務(wù)工作理念目錄DirectoryConceptofrailwaypassengerservicework服務(wù)理念的演變01.Theevolutionofserviceconcept鐵路客運(yùn)服務(wù)工作理念Conceptofrailwaypassengerservicework所謂服務(wù)理念,指人們從事服務(wù)活動(dòng)的主導(dǎo)思想意識(shí),反映人們對(duì)服務(wù)活動(dòng)的理性認(rèn)識(shí)。1.單純奉獻(xiàn)型服務(wù)理念(1)賣(mài)方市場(chǎng)形成了單純奉獻(xiàn)型服務(wù)理念(2)單純奉獻(xiàn)型服務(wù)理念的特征(3)經(jīng)營(yíng)特征一、服務(wù)理念的演變TheevolutionofserviceconceptTheso-calledserviceconceptreferstothedominantideologyofpeopleengagedinserviceactivities,reflectingpeople'srationalunderstandingofserviceactivities.1.Purededicationserviceconcept(1)Theseller'smarkethasformedasimplededicationserviceconcept(2)Characteristicsofsimplededicationserviceconcept(3)Businesscharacteristics2.經(jīng)濟(jì)型服務(wù)理念(1)視顧客為親友(2)顧客永遠(yuǎn)是對(duì)的顧客永遠(yuǎn)是對(duì)的,是從服務(wù)者和被服務(wù)者的關(guān)系出發(fā)的。在企業(yè)為顧客服務(wù)過(guò)程中,企業(yè)是服務(wù)者,顧客是被服務(wù)者,服務(wù)者為被服務(wù)者提供服務(wù),自然應(yīng)該以被服務(wù)者的需要和意志為轉(zhuǎn)移。一、服務(wù)理念的演變Theevolutionofserviceconcept2.Economicalserviceconcept(1)Treatcustomersasrelativesandfriends(2)ThecustomerisalwaysrightCustomersarealwaysright,startingfromtherelationshipbetweentheserverandtheserved.Intheprocessofenterpriseservingcustomers,theenterpriseistheserver,andthecustomeristheserved.Whentheserverprovidesservicesfortheserved,itshouldnaturallybetransferredbytheneedsandwilloftheserved.2.經(jīng)濟(jì)型服務(wù)理念(3)把顧客視為企業(yè)的主宰企業(yè)把顧客作為企業(yè)的主宰,既是由企業(yè)的經(jīng)濟(jì)屬性,即企業(yè)謀求更高盈利的原始經(jīng)營(yíng)動(dòng)機(jī)決定的,也是由企業(yè)的社會(huì)性質(zhì)決定的,是奉獻(xiàn)與獲取經(jīng)濟(jì)利益相統(tǒng)一的服務(wù)理念的具體體現(xiàn)。一、服務(wù)理念的演變Theevolutionofserviceconcept2.Economicalserviceconcept(3)CustomersasthemasteroftheenterpriseEnterprisesregardcustomersasthemasterofenterprises,whichisnotonlydeterminedbytheeconomicattributeofenterprises,thatis,theoriginalbusinessmotivationofenterprisestoseekhigherprofits,butalsodeterminedbythesocialnatureofenterprises.Itisaconcreteembodimentoftheserviceconceptoftheunityofdedicationandeconomicbenefits.2.經(jīng)濟(jì)型服務(wù)理念(4)強(qiáng)化現(xiàn)代服務(wù)理念,提升服務(wù)品位(5)正確處理好服務(wù)與經(jīng)營(yíng)的關(guān)系改變?nèi)藗冋J(rèn)為“經(jīng)營(yíng)有效益是硬指標(biāo)、服務(wù)沒(méi)有效益是軟指標(biāo)”的片面認(rèn)識(shí),解決重經(jīng)營(yíng)、輕服務(wù)的片面做法,形成經(jīng)營(yíng)與服務(wù)互相促進(jìn)、一體化發(fā)展的良性循環(huán)的運(yùn)行機(jī)制。一、服務(wù)理念的演變Theevolutionofserviceconcept2.Economicalserviceconcept(4)Strengthenthemodernserviceconcept,improvethequalityofservice(5)CorrectlyhandletherelationshipbetweenserviceandoperationWeshouldchangepeople'sone-sidedunderstandingthat"profitableoperationisahardindicator,whileunprofitableserviceisasoftindicator",solvetheone-sidedpracticeofstressingoperationoverservice,andformavirtuouscycleofoperationandservicepromotingeachotheranddevelopinginanintegratedway.“顧客至上”的服務(wù)理念02."Customerfirst"serviceconcept鐵路客運(yùn)服務(wù)工作理念Conceptofrailwaypassengerservicework二、顧客至上”的服務(wù)理念1.顧客創(chuàng)造市場(chǎng)觀念2.顧客創(chuàng)造利潤(rùn)觀念3.顧客創(chuàng)造質(zhì)量觀念(1)顧客是產(chǎn)品質(zhì)量的評(píng)判者、監(jiān)督者。(2)顧客是產(chǎn)品質(zhì)量的創(chuàng)造者。1.Customerscreatemarketconcepts2.Theconceptthatcustomerscreateprofits3.Customerscreatequalityconcept(1)Customersarethejudgesandsupervisorsofproductquality.(2)Customersarethecreatorsofproductquality."Customerfirst"serviceconcept二、顧客至上”的服務(wù)理念4.顧客創(chuàng)造機(jī)遇觀念5.顧客利益觀念6.優(yōu)化服務(wù)觀念7.創(chuàng)造顧客觀念4.Customerscreateopportunities5.Customerinterestconcept6.Optimizeserviceconcepts7.Createcustomerperceptions"Customerfirst"serviceconcept“人性化”的服務(wù)理念03."Humanized"serviceconcept鐵路客運(yùn)服務(wù)工作理念Conceptofrailwaypassengerservicework1.客運(yùn)消費(fèi)需求的滿足(1)基本需求的滿足(2)不同層次需求的滿足(3)滿足旅客的特殊需求,提升服務(wù)品位2.圍繞旅客需求推行人性化服務(wù)三、“人性化”的服務(wù)理念1.Satisfactionofpassengertransportconsumptiondemand(1)Thesatisfactionofbasicneeds(2)Thesatisfactionofdifferentlevelsofdemand(3)Tomeetthespecialneedsofpassengersandimprovethequalityofservice2.Implementhumanizedserviceaccordingtotheneedsofpassengers"Humanized"serviceconcept服務(wù)理念的“創(chuàng)新”04."Innovation"ofServiceConcept鐵路客運(yùn)服務(wù)工作理念Conceptofrailwaypassengerservicework四、服務(wù)理念的“創(chuàng)新”1.推行無(wú)干擾服務(wù)標(biāo)準(zhǔn)化服務(wù)是鐵路的特色,“無(wú)干擾”服務(wù)是旅客的需要。1.Implementationofinterference-freeservicesStandardizedserviceisthecharacteristicofrailway,and"non-interference"serviceistheneedofpassengers."Innovation"ofServiceConcept高鐵列車(chē)正在推行“靜音車(chē)廂”,很多列車(chē)推行“四輕、三動(dòng)”無(wú)干擾服務(wù)法,“四輕”為說(shuō)話輕、走路輕、關(guān)門(mén)輕、動(dòng)作輕,“三動(dòng)”為旅客坐我勤動(dòng)、旅客靜我少動(dòng)、旅客睡我輕動(dòng),有的列車(chē)乘務(wù)員穿軟底鞋為旅客提供“無(wú)聲”服務(wù)。旅客在安靜的車(chē)廂充分享受舒適的旅行生活,收到了很好的效果。Highspeedrailtrainsareimplementingthe"silentcarriage".Manytrainsimplementthe"fourlightnessandthreemovements"non-interferenceservicelaw.The"fourlightness"referstolightspeaking,lightwalking,lightclosingandlightaction.The"threemovements"referstothefrequentmovementofpassengerswhentheysit,thequietmovementofpassengersandthelightmovementofpassengerswhentheysleep.Sometrainattendantswearsoftsoledshoestoprovide"silent"servicesforpassengers.Thepassengersfullyenjoythecomfortabletravellifeinthequietcarriageandhavereceivedgoodresults.四、服務(wù)理念的“創(chuàng)新”"Innovation"ofServiceConcept2.推行情感化服務(wù)隨著社會(huì)的發(fā)展,旅客的服務(wù)需求不斷提升,鐵路回報(bào)給旅客的服務(wù)也應(yīng)不斷提升,僅僅做好程序化、規(guī)范化服務(wù)工作已經(jīng)遠(yuǎn)遠(yuǎn)不夠,要以智能化、情感化服務(wù)給旅客們多一份舒適,這才是服務(wù)魅力所在。2.ImplementemotionalservicesWiththedevelopmentofsociety,theservicedemandofpassengersisconstantlyimproving,andtheservicereturnedbytherailwaytopassengersshouldalsobecontinuouslyimproved.Itisnotenoughtoonlydoagoodjobofproceduralandstandardizedservice.Itisnecessarytoprovidepassengerswithmorecomfortwithintelligentandemotionalservice,whichisthecharmofservice.四、服務(wù)理念的“創(chuàng)新”"Innovation"ofServiceConcept3.進(jìn)行服務(wù)創(chuàng)新“創(chuàng)新是民族進(jìn)步的靈魂,是國(guó)家興旺發(fā)達(dá)的不竭動(dòng)力。”鐵路實(shí)施和諧發(fā)展的重要目標(biāo)之一就是實(shí)現(xiàn)服務(wù)創(chuàng)新,鐵路客運(yùn)企業(yè)正在積極進(jìn)行服務(wù)創(chuàng)新的探索。3.Serviceinnovation"Innovationisthesoulofanation'sprogressandaninexhaustibledrivingforceforitsprosperity."Oneoftheimportantobjectivesofrailwayharmoniousdevelopmentistorealizeserviceinnovation.Railwaypassengertransportenterprisesareactivelyexploringserviceinnovation.四、服務(wù)理念的“創(chuàng)新”"Innovation"ofServiceConcept4.搞好“公益化”服務(wù)鐵路企業(yè)具有公益性的特點(diǎn),承擔(dān)了很多政府的職能,鐵路在搞好運(yùn)輸生產(chǎn)經(jīng)營(yíng)的同時(shí),還要做好公益性的工作,為創(chuàng)建節(jié)約型社會(huì)、和諧社會(huì)作出努力。4.Doagoodjobof"publicwelfare"servicesRailwayenterpriseshavethecharacteristicsofpublicwelfareandundertakemanygovernmentalfunctions.Whiledoingwellintransportationproductionandmanagement,railwayenterprisesshouldalsodoagoodjob