LiuzhouRailwayVocationalTechnicalCollege明德礪志求知篤行雙語列車長非正常事件服務技巧主講教師Lecturer目錄contents1服務形象塑造2服務語言技巧3列車廣播服務技巧1服務形象塑造服務形象塑造PassengerserviceRegulationsmanagementsystemPassengerserviceRegulationsmanagementsystem1發(fā)必齊2須必剃3甲必剪服務形象塑造非正常事件技巧1.TransportationTransportationTransportation4妝必淡5衣必整6帽必正服務形象塑造非正常事件技巧1.TransportationTransportationTransportation7鞋必凈Transportation2服務語言技巧服務語言技巧QualificationrequirementsoftrainconductorQualificationrequirementsoftrainconductor非正常事件服務技巧Emergencydisposaloftraindoorfaults服務語言技巧Qualificationrequirementsoftrainconductor1.首語普通話Workabilityrequirements2.語調應親切，音量適中Skilleduseofpassengerpostrelatedequipmentandfacilities非正常事件服務技巧Emergencydisposaloftraindoorfaults服務語言技巧Qualificationrequirementsoftrainconductor3.十字文明禮貌用語Familiarwithflightpositionbusinessknowledgeandduties4.語調應親切，音量適中Mastertheoperationsituationofwaterintake,sewageabsorptionandgarbagedischargewhenthetrainstopsandstops.3列車廣播服務技巧列車廣播服務技巧QualificationrequirementsoftrainconductorQualificationrequirementsoftrainconductor非正常事件服務技巧Emergencydisposaloftraindoorfaults列車廣播服務技巧Qualificationrequirementsoftrainconductor1.迎賓詞規(guī)范Workabilityrequirements2.廣播富有感情，簡潔明了Skilleduseofpassengerpostrelatedequipmentandfacilities.非正常事件服務技巧Emergencydisposaloftraindoorfaults列車廣播服務技巧Qualificationrequirementsoftrainconductor3.車廂通道內廣播時應保持微笑Familiarwithflightpositionbusinessknowledgeandduties4.廣播根據(jù)環(huán)境選擇Mastertheoperationsituationofwaterintake,sewageabsorptionandgarbagedischargewhenthetrainstopsandstops非正常事件服務技巧Emergencydisposaloftraindoorfaults列車廣播服務技巧Qualificationrequirementsoftrainconductor1.查票前事先做好廣播宣傳或者口頭宣傳Workabilityrequirements2.查票時機事宜，不影響旅客休息Skilleduseofpassengerpostrelatedequipmentandfacilities非正常事件服務技巧Emergencydisposaloftraindoorfaults列車廣播服務技巧Qualificationrequirementsoftrainconductor3.注意查票用語Familiarwithflightpositionbusinessknowledgeandduties4.補票態(tài)度和藹，就事論事Mastertheoperations