双语列车长非正常事件服务技巧课件

LiuzhouRailwayVocationalTechnicalCollege明德砺志求知笃行双语列车长非正常事件服务技巧主讲教师Lecturer目录contents1服务形象塑造2服务语言技巧3列车广播服务技巧1服务形象塑造服务形象塑造PassengerserviceRegulationsmanagementsystemPassengerserviceRegulationsmanagementsystem1发必齐2须必剃3甲必剪服务形象塑造非正常事件技巧1.TransportationTransportationTransportation4妆必淡5衣必整6帽必正服务形象塑造非正常事件技巧1.TransportationTransportationTransportation7鞋必净Transportation2服务语言技巧服务语言技巧QualificationrequirementsoftrainconductorQualificationrequirementsoftrainconductor非正常事件服务技巧Emergencydisposaloftraindoorfaults服务语言技巧Qualificationrequirementsoftrainconductor1.首语普通话Workabilityrequirements2.语调应亲切，音量适中Skilleduseofpassengerpostrelatedequipmentandfacilities非正常事件服务技巧Emergencydisposaloftraindoorfaults服务语言技巧Qualificationrequirementsoftrainconductor3.十字文明礼貌用语Familiarwithflightpositionbusinessknowledgeandduties4.语调应亲切，音量适中Mastertheoperationsituationofwaterintake,sewageabsorptionandgarbagedischargewhenthetrainstopsandstops.3列车广播服务技巧列车广播服务技巧QualificationrequirementsoftrainconductorQualificationrequirementsoftrainconductor非正常事件服务技巧Emergencydisposaloftraindoorfaults列车广播服务技巧Qualificationrequirementsoftrainconductor1.迎宾词规范Workabilityrequirements2.广播富有感情，简洁明了Skilleduseofpassengerpostrelatedequipmentandfacilities.非正常事件服务技巧Emergencydisposaloftraindoorfaults列车广播服务技巧Qualificationrequirementsoftrainconductor3.车厢通道内广播时应保持微笑Familiarwithflightpositionbusinessknowledgeandduties4.广播根据环境选择Mastertheoperationsituationofwaterintake,sewageabsorptionandgarbagedischargewhenthetrainstopsandstops非正常事件服务技巧Emergencydisposaloftraindoorfaults列车广播服务技巧Qualificationrequirementsoftrainconductor1.查票前事先做好广播宣传或者口头宣传Workabilityrequirements2.查票时机事宜，不影响旅客休息Skilleduseofpassengerpostrelatedequipmentandfacilities非正常事件服务技巧Emergencydisposaloftraindoorfaults列车广播服务技巧Qualificationrequirementsoftrainconductor3.注意查票用语Familiarwithflightpositionbusinessknowledgeandduties4.补票态度和蔼，就事论事Mastertheoperations