Observation ability refers to the ability to find all kinds of typical characteristics of things comprehensively, deeply and correctly, that is, the ability to analyze and synthesize things. Good observation ability is the basic skill of passenger service personnel and the premise of good service.
In passenger service, we should pay attention to observing trivial matters, finding new situations and problems, improving service methods, or finding the essence of problems from subtle signs, so as to effectively prevent various accidents and ensure passenger safety.
2. Have an accurate judgment
Unexpected new situations and problems often appear in train passenger service, especially the timely and accurate judgment of emergencies can prevent or eliminate all kinds of accidents and ensure passenger safety.
Step 3 have a good memory
Memory is the basis of intellectual activity and ability improvement. Passenger service personnel must memorize railway rules and regulations, technical services, actual operation, train arrival and departure time, etc., and can use them flexibly in order to answer passengers' inquiries. Therefore, passenger service personnel should strengthen the cultivation of memory from three aspects: vision, hearing and movement, and improve their working ability and efficiency.
4. Have a high understanding ability.
To put it simply, "understanding" is a thinking activity that uses existing knowledge and experience to understand its various relationships, essence and laws. Only by understanding can we master the application.
The understanding ability of passenger service personnel has two aspects: it is manifested in the understanding of railway rules and regulations and operational skills, and it can only be mastered after thorough understanding. Only by respecting passengers and understanding their psychological needs can we have patience and enthusiasm to serve them. Therefore, the understanding ability of passenger transport personnel is different from other types of work, and it is one of the necessary abilities for passenger transport service personnel.
5. Strong expressive ability.
All activities on the train are inseparable from language and written expression. Language is a tool for people to exchange feelings, express ideas, transmit information and communicate with each other, which directly reflects a person's knowledge, personality and life experience. The language communication between train attendants and passengers directly reflects the service attitude and service level, so it requires strong oral expression ability, and eloquence is the most common and valuable technology or art in human life.
6. Strong interpersonal skills.
There are all kinds of passengers on the passenger train every day. Their personalities, hobbies and interests are different, and their travel needs are also different. It is very important for the conductor to handle them well, because it is related to the evaluation of your work and directly reflects the quality of service. If there is a quarrel with passengers, it will not only reflect a person's poor working ability, but also affect his personal image and the reputation of the railway.
Train attendant
A conductor refers to a person engaged in railway passenger travel, safety and health services.
Job responsibilities of the conductor
1, check tickets, notify arrival, and organize passengers to get on and off;
2. Go through the procedures of ticket replacement and travel change;
3. Fill in the document report, please keep the bill and keep the fare;
4, check the inflammable, explosive and other dangerous goods;
5. Arrange the passengers' luggage in the carriage;
6. Patrol cars and maintain order;
7, clean the floor, bathroom, wipe the tables and chairs, replace bedding, chair covers, etc. , providing health services;
8, the supply of tea, provide food, goods, entertainment services;
9. Promote common sense of travel and answer passengers' inquiries;
10, managing automobile service facilities and spare parts;
1 1, handling passenger accidents and safety accidents.
Job requirements of train attendants
1, with high school education or above;
2. Correct facial features, even posture, good image and temperament, accurate pronunciation and clear pronunciation;
3, good health, no infectious diseases and color blindness (physical examination required);
4. I am willing to work in train service, with good ideological and moral character, hard work and team spirit.
5, can adapt to the characteristics of continuous work of train attendants.
Development direction of train attendants
A conductor can be promoted to a conductor.
What is the main job of the conductor? 1. High-speed rail and bullet train crew: engaged in ticket checking, ticket checking, station reporting, consultation and other services on the train. 2. High-speed rail and bullet train attendants: guide passengers to sit in the train attendants and answer passengers' questions about the maintenance of the train attendants during the operation of the high-speed rail (bullet train). 3. Station passengers: provide guidance services for passengers in the waiting room and platform. 4. Railway customer service representatives: Customer service centers of local railway bureaus accept all kinds of consultations, complaints and suggestions related to railway passenger and freight services through manual online and self-service voice. 5. Crew safety officer (including subway and light rail): assist the police in charge of train safety.
Types of train staff: conductor, conductor, car inspector, broadcaster, policeman, etc.
1, conductor
The conductor is the person in charge of the passenger train crew. Responsible for ensuring the safety of passengers and luggage together with locomotives, vehicles and public security crew on the train, keeping the cleanliness of the train and the equipment inside the train in good condition, maintaining the order of passengers getting on and off, doing a good job in passenger service, organizing the food supply of the train, filling in the crew log and express correctly, and completing the passenger transportation task with good quality and quantity.
2. Conductor
The conductor is a railway passenger train worker, also called a conductor. The duty of the conductor is to open and close the car door, clean the interior of the car, check the ticket, check the sleeper, provide a comfortable riding environment, maintain public order in the car, and assist the police to ensure the safety of passengers.
The professional characteristics of train attendants include fixed working mode, narrow working environment, irregular diet, working in the car year after year and commuting to the same line.
3. Car inspector
Vehicle inspectors are mainly responsible for the safety of passenger vehicles. After arriving at the station, they often check the running parts of the vehicle, patrol at any time during the running process according to the specified technical operation procedures, check the technical conditions of various equipment such as ventilation, water supply, lighting and air conditioning in the vehicle, and deal with faults in time.
4. announcer
Under the leadership of the train conductor, do a good job in train broadcasting accurately, vividly and timely, and actively publicize the party's line, principles and policies.
5. Police
The policeman is responsible for assisting the crew to maintain public order in the car, mediating passenger disputes, prohibiting passengers from carrying dangerous goods on the car, and doing other security work.
Baidu encyclopedia-passenger train crew section