7.1.1服务工作理念（双语）课件讲解

（Railwaypassengertransportservices）铁路旅客运输服务内容文字：≥16号层级序号

一、1.（1）01①（Conceptofrailwaypassengerservicework）铁路客运服务工作理念相关知识Therelevantknowledge二、顾客至上”的服务理念（Customerfirst"serviceconcept）三、“人性化”的服务理念（"Humanized"serviceconcept）四、服务理念的“创新”（"Innovation"ofserviceconcept）五、全过程服务理念（Whole-processserviceconcept）一、服务理念的演变（Theevolutionofserviceconcept）铁路客运服务工作理念目录DirectoryConceptofrailwaypassengerservicework服务理念的演变01.Theevolutionofserviceconcept铁路客运服务工作理念Conceptofrailwaypassengerservicework所谓服务理念,指人们从事服务活动的主导思想意识,反映人们对服务活动的理性认识。1.单纯奉献型服务理念(1)卖方市场形成了单纯奉献型服务理念(2)单纯奉献型服务理念的特征(3)经营特征一、服务理念的演变TheevolutionofserviceconceptTheso-calledserviceconceptreferstothedominantideologyofpeopleengagedinserviceactivities,reflectingpeople'srationalunderstandingofserviceactivities.1.Purededicationserviceconcept(1)Theseller'smarkethasformedasimplededicationserviceconcept(2)Characteristicsofsimplededicationserviceconcept(3)Businesscharacteristics2.经济型服务理念(1)视顾客为亲友(2)顾客永远是对的顾客永远是对的,是从服务者和被服务者的关系出发的。在企业为顾客服务过程中,企业是服务者,顾客是被服务者,服务者为被服务者提供服务,自然应该以被服务者的需要和意志为转移。一、服务理念的演变Theevolutionofserviceconcept2.Economicalserviceconcept(1)Treatcustomersasrelativesandfriends(2)ThecustomerisalwaysrightCustomersarealwaysright,startingfromtherelationshipbetweentheserverandtheserved.Intheprocessofenterpriseservingcustomers,theenterpriseistheserver,andthecustomeristheserved.Whentheserverprovidesservicesfortheserved,itshouldnaturallybetransferredbytheneedsandwilloftheserved.2.经济型服务理念(3)把顾客视为企业的主宰企业把顾客作为企业的主宰,既是由企业的经济属性,即企业谋求更高盈利的原始经营动机决定的,也是由企业的社会性质决定的,是奉献与获取经济利益相统一的服务理念的具体体现。一、服务理念的演变Theevolutionofserviceconcept2.Economicalserviceconcept(3)CustomersasthemasteroftheenterpriseEnterprisesregardcustomersasthemasterofenterprises,whichisnotonlydeterminedbytheeconomicattributeofenterprises,thatis,theoriginalbusinessmotivationofenterprisestoseekhigherprofits,butalsodeterminedbythesocialnatureofenterprises.Itisaconcreteembodimentoftheserviceconceptoftheunityofdedicationandeconomicbenefits.2.经济型服务理念(4)强化现代服务理念,提升服务品位(5)正确处理好服务与经营的关系改变人们认为“经营有效益是硬指标、服务没有效益是软指标”的片面认识,解决重经营、轻服务的片面做法,形成经营与服务互相促进、一体化发展的良性循环的运行机制。一、服务理念的演变Theevolutionofserviceconcept2.Economicalserviceconcept(4)Strengthenthemodernserviceconcept,improvethequalityofservice(5)CorrectlyhandletherelationshipbetweenserviceandoperationWeshouldchangepeople'sone-sidedunderstandingthat"profitableoperationisahardindicator,whileunprofitableserviceisasoftindicator",solvetheone-sidedpracticeofstressingoperationoverservice,andformavirtuouscycleofoperationandservicepromotingeachotheranddevelopinginanintegratedway.“顾客至上”的服务理念02."Customerfirst"serviceconcept铁路客运服务工作理念Conceptofrailwaypassengerservicework二、顾客至上”的服务理念1.顾客创造市场观念2.顾客创造利润观念3.顾客创造质量观念(1)顾客是产品质量的评判者、监督者。(2)顾客是产品质量的创造者。1.Customerscreatemarketconcepts2.Theconceptthatcustomerscreateprofits3.Customerscreatequalityconcept(1)Customersarethejudgesandsupervisorsofproductquality.(2)Customersarethecreatorsofproductquality."Customerfirst"serviceconcept二、顾客至上”的服务理念4.顾客创造机遇观念5.顾客利益观念6.优化服务观念7.创造顾客观念4.Customerscreateopportunities5.Customerinterestconcept6.Optimizeserviceconcepts7.Createcustomerperceptions"Customerfirst"serviceconcept“人性化”的服务理念03."Humanized"serviceconcept铁路客运服务工作理念Conceptofrailwaypassengerservicework1.客运消费需求的满足(1)基本需求的满足(2)不同层次需求的满足(3)满足旅客的特殊需求,提升服务品位2.围绕旅客需求推行人性化服务三、“人性化”的服务理念1.Satisfactionofpassengertransportconsumptiondemand(1)Thesatisfactionofbasicneeds(2)Thesatisfactionofdifferentlevelsofdemand(3)Tomeetthespecialneedsofpassengersandimprovethequalityofservice2.Implementhumanizedserviceaccordingtotheneedsofpassengers"Humanized"serviceconcept服务理念的“创新”04."Innovation"ofServiceConcept铁路客运服务工作理念Conceptofrailwaypassengerservicework四、服务理念的“创新”1.推行无干扰服务标准化服务是铁路的特色,“无干扰”服务是旅客的需要。1.Implementationofinterference-freeservicesStandardizedserviceisthecharacteristicofrailway,and"non-interference"serviceistheneedofpassengers."Innovation"ofServiceConcept高铁列车正在推行“静音车厢”,很多列车推行“四轻、三动”无干扰服务法,“四轻”为说话轻、走路轻、关门轻、动作轻,“三动”为旅客坐我勤动、旅客静我少动、旅客睡我轻动,有的列车乘务员穿软底鞋为旅客提供“无声”服务。旅客在安静的车厢充分享受舒适的旅行生活,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、服务理念的“创新”"Innovation"ofServiceConcept2.推行情感化服务随着社会的发展,旅客的服务需求不断提升,铁路回报给旅客的服务也应不断提升,仅仅做好程序化、规范化服务工作已经远远不够,要以智能化、情感化服务给旅客们多一份舒适,这才是服务魅力所在。2.ImplementemotionalservicesWiththedevelopmentofsociety,theservicedemandofpassengersisconstantlyimproving,andtheservicereturnedbytherailwaytopassengersshouldalsobecontinuouslyimproved.Itisnotenoughtoonlydoagoodjobofproceduralandstandardizedservice.Itisnecessarytoprovidepassengerswithmorecomfortwithintelligentandemotionalservice,whichisthecharmofservice.四、服务理念的“创新”"Innovation"ofServiceConcept3.进行服务创新“创新是民族进步的灵魂,是国家兴旺发达的不竭动力。”铁路实施和谐发展的重要目标之一就是实现服务创新,铁路客运企业正在积极进行服务创新的探索。3.Serviceinnovation"Innovationisthesoulofanation'sprogressandaninexhaustibledrivingforceforitsprosperity."Oneoftheimportantobjectivesofrailwayharmoniousdevelopmentistorealizeserviceinnovation.Railwaypassengertransportenterprisesareactivelyexploringserviceinnovation.四、服务理念的“创新”"Innovation"ofServiceConcept4.搞好“公益化”服务铁路企业具有公益性的特点,承担了很多政府的职能,铁路在搞好运输生产经营的同时,还要做好公益性的工作,为创建节约型社会、和谐社会作出努力。4.Doagoodjobof"publicwelfare"servicesRailwayenterpriseshavethecharacteristicsofpublicwelfareandundertakemanygovernmentalfunctions.Whiledoingwellintransportationproductionandmanagement,railwayenterprisesshouldalsodoagoodjob