铁路旅客运输服务铁路旅客运输特色服务策略课件

RailwayPassengerTransportService铁路旅客运输服务铁路旅客运输特色服务策略CharacteristicservicestrategyofrailwaypassengertransportKeyPassengersandSoldierService重点旅客和军人服务商务座旅客服务BusinessClassPassengerService常旅客会员服务FrequentTravelerMemberService高铁静音车厢服务HighSpeedRailSilentCarriageServiceSpecialServicesforMothers&Infants母婴专项服务重点旅客和军人服务KeyPassengersandSoldierService1.重点旅客服务重点旅客服务工作，是衡量铁路客运服务质量的重要标志，是铁路旅客运输服务工作的重要内容之一。站车客运工作人员对重点旅客要做到重点关注，优先照顾，要为重点旅客提供优先购票、优先进站、优先检票上车的服务。Keypassengerservices

Keypassengerserviceworkisanimportantsymboltomeasurethequalityofrailwaypassengertransportserviceandoneoftheimportantcontentsofrailwaypassengertransportservicework.Thestationpassengertransportstaffshouldpayattentiontoandgiveprioritytokeypassengers,andprovidepriorityservicesforkeypassengerssuchasticketpurchase,entryandboarding.重点旅客和军人服务KeyPassengersandSoldierService2.特殊重点旅客服务站车客运人员要根据需求为特殊重点旅客提供帮助，有服务、有交接、有通报。行动不便的老人、病人和靠辅助器具才能行动的残疾旅客，可以通过12306客服中心预约由站车提供优先进站、便利出站，以及提供轮椅、担架等服务。12306客服中心受理了特殊重点旅客的预约后，以工单形式通知旅客的发站、列车和到站。2.Specialkeypassengerservice

Thestationpassengertransportpersonnelshallprovideassistancetospecialkeypassengersaccordingtotheirneeds,includingservice,handoverandnotification.Theelderly,patientswithmobilitydifficultiesanddisabledpassengerswhocanonlymovebymeansofassistivedevicescanmakeanappointmentthrough12306customerservicecenter,andthestationbuscanprovidepriorityentryandconvenientexit,aswellaswheelchair,stretcherandotherservices.12306afterthecustomerservicecenteracceptstheappointmentofspecialkeypassengers,itwillnotifythedeparture,trainandarrivalofpassengersintheformofworkorders.重点旅客和军人服务KeyPassengersandSoldierService3.军人和综合性消防救援人员依法优先服务军队人员、消防救援人员及其随行家属符合规定优先对象的可享受以下优先服务:(1)优先购票。(2)专区候车。(3)站车客运工作人员要为军人、消防救援人员和其随行人员提出优先购票、安检、检票、乘车的服务。3.Soldiersandcomprehensivefirerescuepersonnelshallenjoyservicepriorityaccordingtolaw

Soldiers,firerescuepersonnelandtheiraccompanyingfamilymemberswhomeetthespecifiedpriorityrequirementscanenjoythefollowingservicepriority:(1)Prioritytopurchasetickets.

(2)Specialwaitingarea.

(3)Thestationandtrainstaffshouldgiveprioritytotheserviceofticketpurchase,securitycheck,ticketcheckandboardingforsoldiers,firerescuepersonnelandtheiraccompanyingfamilymembers.商务座旅客服务BusinessClassPassengerService1.车站服务(1)专属信息。(2)专用通道。(3)专区候车。(4)专人引导。(5)便捷出站。StationserviceProprietaryinformation.(2)Dedicatedchannel.(3)Specialwaitingarea.(4)Speciallyassignedpersonshallguide.(5)Convenientexit.商务座旅客服务BusinessClassPassengerService2.列车服务商务座车厢专职服务人员为商务座旅客提供始发引导、擦手毛巾或纸巾、免费小食饮品、商务餐食、报刊杂志等服务。到站前提前逐人通告，到站后立岗迎送。2.Trainservice

Thefull-timeservicepersonnelinthebusinessclasscompartmentprovidedepartureguidance,handtowelsorpapertowels,freesnacksanddrinks,businessmeals,newspapersandmagazinesandotherservicesforbusinessclasspassengers.Noticeeachpersoninadvancebeforearrivingatthestation,andstandguardtowelcomeandseethemoffafterarrivingatthestation.常旅客会员服务FrequentTravelerMemberService1.会员申请2.会员积分与服务会员可通过购票乘车或参加国铁集团组织有关市场问卷调查等活动而获得会员积分，在积分有效期内可进行车票兑换，到期未兑换积分自动作废。1.MembershipApplication2.MemberpointsandservicesMemberscanobtainmemberpointsbybuyingticketstotakeabusorparticipatinginrelevantmarketsurveysorganizedbyChinaRailwayGroup.Theycanexchangeticketswithinthevalidityperiodofthepoints,andthepointsthatarenotexchangedattheexpirationwillbeautomaticallyinvalidated.高铁静音车厢服务HighSpeedRailSilentCarriageService为进一步提升铁路旅客旅行服务体验，倡导和共建文明、温馨、安静的列车旅行环境，国铁集团推出高铁动车组列车静音车厢服务，为广大旅客提供一个安静的车厢环境。Inordertofurtherimprovethetravelserviceexperienceofrailwaypassengers,advocateandjointlybuildacivilized,warmandquiettraintravelenvironment,ChinaRailwayGrouphaslaunchedthesilentcarriageserviceofhigh-speedtrainsetstoprovideaquietcarriageenvironmentforpassengers.高铁静音车厢服务HighSpeedRailSilentCarriageService“静音车厢”内车载影视娱乐视频系统音量关闭，车厢广播音量实行低音量广播，原则上控制在最高音量的40%以内。列车餐售人员通过静音车厢时不得叫卖宣传，列车工作人员实施轻声服务。列车车厢乘务员发现大声喧哗、交谈和打电话旅客要立即予以劝阻或制止；劝导使用各类电子设备的旅客，佩戴耳机或关闭音源外放功能；遇有婴幼儿哭闹时，要引导家长将婴幼儿到临近车厢安抚。Thevolumeoftheon-boardfilmandtelevisionentertainmentvideosysteminthe"silentcarriage"isturnedoff,andthebroadcastingvolumeinthecarriageislowvolumebroadcasting,whichiscontrolledwithin40%ofthemaximumvolumeinprinciple.Thecateringstaffofthetrainshallnothawkandpublicizewhenpassingthroughthesilentcarriage,andthetrainstaffshallprovidequietservice.Thestewardsofthetraincompartmentshallimmediatelydissuadeorstopthepassengerswhomakeloudnoises,talkandcall;Advisepassengersusingvariouselectronicdevicestowearearphonesorturnoffthefunctionofaudiosourceplayback;Incaseofcryinginfants,parentsshouldbeguidedtocomfortinfantsintheadjacentcarriage.母婴专项服务SpecialServicesforMothers&Infants1.母婴设