The station attendant is in the mobile society of the station and serves every specific person. His work is ordinary and hard, not only to adapt to the complex social environment, but also to meet the different requirements of various passengers.
Therefore, as a station attendant, we should pay attention to the following points in our work:
First, gfd should do a good job of self-examination before taking up his post, so that his appearance is neat, dignified and meets the requirements;
Second, maintain good manners at work, be full of energy, smile and concentrate;
Third, in the process of communicating with passengers, we should use standardized service terms, pay attention to language etiquette and be sincere;
Fourth, we should "be anxious about the urgency of passengers" and serve passengers dutifully, without shirking or evading.
In addition, in addition to the above basic service etiquette, station attendants in different positions have their own specific service etiquette that needs special attention.
1. Clerk at the ticket office
Attendants at ticketing posts should be full of energy, neatly dressed, dignified and generous, and behave in a civilized manner; When sitting, you should "sit in a sitting position", and you should not lie on your back, shake your feet, hold your chin with your hands, or lie prone on the table; When standing, you should stand straight and "stand upright". Don't carry your hands behind your back, hold your fists, play with your fingers, play with keys, put your hands in your pockets or put them on objects.
Carry your own ticket card, keys and other work supplies with you when you are on duty, and make records as required.
In accordance with the regulations, carefully implement the operating procedures such as ticket sales.
When picking up tickets, it is strictly forbidden to reject old tickets and change them; Pay attention to give the ticket card and change to the passengers when selling the ticket card or change; It is forbidden to change and old coins; It is strictly forbidden to sell tickets that do not meet the requirements of passengers.
When welcoming guests, smile and nod to the passengers, start with "hello" and ask what the passengers need; Seeing the guests off ends with "goodbye" and one hand tilts as a farewell ceremony.
2. Station attendant in the station lobby
Attendants in the exhibition hall should walk with dignity, hold their heads high, smile, walk slowly and pay attention to manners when on duty.
Stand in a standing position when giving way, perpendicular to the passenger's walking direction, and watch the passenger pass by.
When guiding passengers to enter the station to buy tickets, pay attention to smiling faces and friendly language, guide passengers to pass through the gate in an orderly manner, and give some action help.
For example, gestures are just places and passages for ticket checking.
In the process of communication, passengers should have a calm tone, clear articulation, moderate speech speed and volume, pay attention to language etiquette and be sincere.
Always be ready to warmly receive every Chinese and foreign passenger's inquiry, and use accurate and concise words.
You should know the train time and the basic layout of the station in detail, be able to answer the basic inquiries of passengers accurately and skillfully, and try to avoid uncertain or ambiguous "answers" such as "possible" and "approximate".
When guiding the direction for passengers, face the passengers, guide the destination with service gestures, and look at the fingertip position. Don't answer the phone while walking or working.
3. Station attendant on the platform
The attendant on the platform should pay attention to guiding passengers to wait below the safety line, don't lean against the screen door, don't grab when getting on and off, organize passengers to wait in an orderly way, and pay special attention to helping special passengers such as the old, the weak, the sick and the disabled.
Pay attention to language norms, such as "Please pay attention to safety and wait outside the yellow safety line" and "Please get off before getting on the bus, and don't worry to avoid accidents".
Answer passengers' questions or use loudspeakers to maintain order, with a calm tone, clear articulation, moderate speech speed and volume, attention to language etiquette and sincere attitude.
When dealing with violations, be kind and reasonable, and don't quarrel, scold or contradict.
4. Service etiquette of subway station attendants
1, gfd meets the professional standards of the hotel and keeps it clean and elegant at all times.
2. Stand straight, sit straight, walk steadily and gracefully, and behave gracefully.
5. Behavior
1, supercilious, natural and graceful, in line with etiquette, polite, gentle does not mean that you are inferior, rude, Nuo Nuo-specific, humble, there is no need to pay too much attention and make a fuss.
2. Act according to the service rules.
Front-line employees should be familiar with the service rules in their work and not violate the operating rules.
3. One-stop hospitality: Although each tourist's economic and social status is different, we should treat them equally, and treat them equally when they come to us for consumption, instead of favoring one over the other.
Further reading: post responsibilities of subway station attendant
1, implement the relevant rules and regulations of branches, departments, centers and stations, so that orders must be followed and prohibitions must be stopped. Assist the stationmaster in the production, daily work and personnel management of the station.
2. Assist the stationmaster to strengthen team management and on-site inspection, coordinate the joint labor cooperation between shifts in the station, and urge the station staff to implement the "two regulations and one integration".
3, master the train operation, organize the station staff to deal with emergencies and accidents, and restore the normal operation of the station as soon as possible.
4. Strengthen ticket management, decompose tasks such as passenger flow and ticket sales issued by superiors, and do a good job in planning, process control, summary and reporting.
5. Answer calls from passengers, do a good job in station passenger service, and properly handle all kinds of service disputes.
6. Be responsible for formulating, decomposing and arranging the training plan for the personnel of each post in the station, supervising and inspecting the implementation of the training as planned, and evaluating the training effect.
7, check the daily station all kinds of accounting, reporting, and urge the timely report on duty mail and data. Check the emails and reports that need to be submitted monthly. Regularly formulate, timely adjust, publish and report employee shifts and attendance. Do a good job in planning, decomposing, summarizing and reporting the monthly work tasks of the station.
8. Organize regular comprehensive management group meetings, do a good job in comprehensive management of stations, and actively cooperate and coordinate the relationship between brother departments.
9, to assist the webmaster to do a good job in the comprehensive management of the station, and actively cooperate and coordinate the relationship with the brother units.
10, complete other work temporarily assigned by superior leaders or co-organized by external departments.
Responsibilities of Public Transport station attendant
First, the main responsibility is to serve the passengers warmly and ensure the arrival of the vehicle camp in accordance with the requirements of "three excellent" and "three modernizations".
Second, strictly abide by the company's rules and regulations, obey the arrangement, and complete the temporary work assigned by the company.
Three, to dress neatly, correct appearance, wear a license, carry a bill bag, according to the requirements of "three excellent" and "three guarantees" to serve passengers.
Four, master all the sales shifts at the station, the fare through the station, and the price policy of disabled soldiers and children's tickets.
5. According to the departure schedule and departure procedures, guide passengers to board the bus and check tickets 15 minutes in advance, and make up tickets for passengers who have not sold tickets, children who are too tall and passengers with overweight luggage. Before departure, go to the billing window and pick up the triple ticket from the computer ticketing counter. After departure, take the bus to the designated place, collect the tickets of the passengers on the way, and issue a manual triple ticket.
Six, using computer triple ticket, must accurately fill in the class license plate number, and fill in the manual triple license plate number, arrival, fare, number, should be accurate and neat.
Seven, 10, the 20th of each month and the end of this period to hand in the manual triple ticket, at the end of this month to do this month's report, hand in the manual triple ticket.
Eight, found that the contractor soliciting or private fare evasion behavior outside the station should dare to stop, don't listen to dissuade to timely report to the leader on duty.
Nine, do a good job in health areas, and actively participate in the "health creation" activities.