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A valuable paper "How to Be a Good Passenger Service Staff in Urban Rail Transit", with words ranging from 2000 to 3000. Ask the great god for help and send some cards.
As a modern means of transportation, urban rail transit is a huge and complex system, but it is the passenger service of rail transit that directly faces the majority of passengers, which is one of the important symbols that directly reflect the operation and management level of rail transit system and also a window that reflects the degree of urban civilization. The service of subway is to provide passengers with a safe, convenient, comfortable and fast ride and waiting environment.

After passengers take the urban rail transit train and enjoy the services provided by enterprises, they will have a psychological feeling or cognition about whether their requirements have been met, which directly reflects whether they are satisfied with the itinerary or service. Whether passengers are satisfied or not has a great influence on the survival and development of enterprises. Therefore, we need to re-recognize passengers; Understand the needs and expectations of passengers from the standpoint of passengers rather than enterprises; It is necessary to use scientific methods to analyze whether passengers are satisfied with travel or service. In a word, we need to regard passenger satisfaction as the core goal of urban rail transit management.

Passenger satisfaction refers to the degree to which passengers think their requirements have been met. There are two key contents: first, we should successfully understand the needs of passengers, and then we should try our best to meet the needs of passengers.

Whether passengers are satisfied or not depends on their experience after comparing their perception of accepting travel or service with their expectations before accepting it. Under normal circumstances, this comparison of passengers will have three feelings:

1. When the perception is lower than expected, passengers will feel dissatisfied and even complain or complain; If we take active measures to properly solve passengers' complaints, it is possible to turn passengers' dissatisfaction into satisfaction until they become loyal passengers;

2. When the perception is close to the expectation, passengers are satisfied;

3. When the perception far exceeds expectations, passengers will change from satisfaction to loyalty.

Whether from the enterprise's point of view or from the passenger's point of view, the premise of achieving passenger satisfaction is "successfully understanding the passenger's needs". Therefore, studying and understanding passenger demand is the basis of realizing passenger satisfaction. We realize from the operation practice that "passenger demand" should understand at least three points:

1, passenger needs are various, but there is one or some main aspects for travel or service.

2, passenger demand is hierarchical, but in a certain period, in a certain region. There is a major level.

3. The passenger demand is constantly developing. It is necessary to understand both the obvious demand and the potential demand.

"Passenger expectation" is the expectation and hope that passengers place on the services they need before traveling. Once passengers have a demand for travel services, expectations will also arise. Therefore, passenger needs and expectations are like a pair of "twins". Knowing the needs of passengers can basically grasp the expectations of passengers. However, it must be noted that passenger demand and passenger expectation are not the same concept after all. Expectation comes from demand, and expectation is often higher than demand, because people always instinctively and habitually place good hopes and expectations on the requested affairs beforehand.

Under normal circumstances, passenger expectations are mainly manifested in the following three aspects:

1, passengers' overall impression of travel or expectations of service quality;

2. Passengers' expectations for the reliability of travel or service (frequency of possible problems in infrastructure or service);

3. Passengers' expectations of the degree to which travel or services can meet their requirements.

Passenger satisfaction is mainly composed of three elements: conceptual satisfaction, behavioral satisfaction and visual satisfaction.

Conceptual satisfaction refers to the degree to which passengers are satisfied with the conceptual requirements of enterprises providing travel or services, and reflects the relationship among enterprise interests, passenger interests and even social interests. Conceptual satisfaction is the basic condition of passenger satisfaction, which not only embodies the core values of the enterprise, but also enables the enterprise to be recognized by all passengers until it is satisfied.

As passengers of urban rail transit, we need to meet the following requirements:

1, treat guests like guests.

There are passengers, income and enterprises. Only in this way can I survive on my own status.

Only when passengers are satisfied can they feel the joy of service work.

Having fun is good for physical and mental health and reflects a high-quality life.

Behavior satisfaction is the core of passenger satisfaction strategy, and it is also the childlike innocence of enterprises to realize concept satisfaction. In order to meet their behavior, urban rail enterprises must first establish the value concept of taking passengers as the center, and establish the code of conduct and operation system oriented to passenger demand. This kind of value concept, code of conduct and operating system must be recognized and observed by all employees of the enterprise, and reflected in the behavior of every employee.

2. Code of Conduct

Stand up straight:

1, no waist, arms, feet shaking, feet resting, hands in pockets. 2. Don't lean or lie on the gate and railing.

Sit up straight:

No chin support, no reading, no snacks.

Walking posture is very stable:

When two or more people walk side by side, it is forbidden to walk side by side and have fun.

Audiovisual satisfaction refers to the degree to which passengers are satisfied with various images of urban rail transit operators visually and audibly. Audiovisual satisfaction can convey various information such as enterprise's concept satisfaction and behavior satisfaction to passengers in time, so that passengers can feel it directly through vision and hearing.

3. Language specification

Standardize the language and use Mandarin.

1. The first sentence must be Mandarin. If passengers use Shanghainese, they can answer in Shanghainese. It is forbidden to greet passengers with "hello". )

Cross-cultural terms: hello, please, thank you, sorry, goodbye.

Throughout the entire service process. 2, especially "please, thank you, sorry" as the focus.

Implement the responsibility system of first inquiry

If there is a problem, you can't say "I don't know", "I can't help it" or "No one"

As passengers of urban rail transit, we need to pay attention to the following situations:

First, the "warning line" of service work

1, "No way"; (standard operation: create conditions as much as possible and try to solve them. If there are relevant regulations, we should make patient and sincere publicity and explanation, or allow passengers to go to relevant departments to reflect their needs. )

2. "Don't know"; (Standardized operation: Inform as soon as possible through other channels, or let passengers leave their phone numbers and say, "I will tell the answers to relevant questions responsibly." )

3. "You are looking for our leader in this matter"; (standard operation: I have the responsibility to receive and handle it well. If you are not satisfied, I will let my webmaster handle it. )

4. "You can complain"; Standard operation: Since you have pointed out the problems in my work, you have the right to criticize. I will listen carefully and pay attention to correction. Please care about and supervise my rectification work and status in the future. )

5. "Go and see (buy) yourself. (standard operation: try your best to solve the problem actively. If you are really busy, you should say to the passengers, "Excuse me, please wait a moment." Deal with it immediately after the past. )

Second, the listening and speaking skills of receiving passengers

How to listen better

Do you know how to listen to others? Every waiter will say "of course". But why do some passengers complain that the station attendant doesn't understand him? The flight attendant listened, but didn't understand what the passengers really wanted to express. This is not real listening. Listening is an emotional activity, and it is to truly understand what is said to Wan. When communicating with passengers, you must listen carefully to Wan's conversation. All you have to do is listen, but don't listen carefully, and he suddenly looks like a teacher. Nothing is more annoying than feeling that others are not listening carefully to themselves. In fact, if you don't really listen to him, but are eager to solve the problem, then your way of solving the problem may be inappropriate, and you may make the passengers dissatisfied. So be sure to use your ears more and be good at listening.

The best way to listen is empathy.

The so-called "empathetic listening" is to consider the problem from the passenger's point of view and feel the passenger's mood empathetically. When receiving passengers and providing services for passengers, we don't have many opportunities to use words. We really communicate with passengers face to face and rely on language to deal with them. Empathy listening is particularly important, which is a good way to really hear the voice of passengers and an indispensable communication skill in passenger service. Empathy listening skills are like giving others spiritual air, an open space, so that they can vent their feelings and emotions and feel that they are truly understood, not criticized. These skills include: mastering feelings, paying attention to listening, and giving empathetic responses clearly and sincerely in words. Among these skills, the skill of giving air to the soul is particularly important. Effective skills are based on caring attitude and sincere understanding.

Intonation is the key to expression.

Intonation is very important when communicating with passengers. In the same sentence, different intonations can reflect the speaker's different moods. Intonation is like the tone of music. Just as musicians practice music, station attendants must also practice their intonation to passengers. If the tone is wrong, the audience will not enjoy a concert, and if the waiter's tone is wrong, the passengers will not be satisfied.

Skill exercise: "Hello, what can I do for you?" (impatient)

"Hello, what can I do for you?" (Sincerity)

Try to read it once, and you will feel the great difference between the two.

Therefore, intonation is very important in passenger service. Intonation includes five elements: speech speed, volume, tone, sound intensity and pronunciation.

body language

In addition to listening and speaking skills, service personnel should also be clear about complementary body language and expressions. Even if your listening and speaking ability is high, if you use such body language: arms crossed on your chest (this is the body language of defense and refusal), then no matter how gentle your tone is and how beautiful your speech is, passengers will still see it-refusal. Body language is very important. If you want to smile at the passengers, let your eyes and mouth smile together. In this way, you can not only let the passengers feel your sincere smile, but also let yourself feel your sincere mood. In addition, when passengers talk to you, if you don't focus on something, you will look around and make passengers feel that you are absent-minded. When passengers communicate with you, put your eyes on business-eyes. Looking at each other's forehead triangle (with the eyes as the bottom line and the top vertex on the forehead) can break the deadlock: cordial eye contact can relax the nerves of both sides and communicate smoothly. Remember: synchronize your body language and expressions with your service.

Third, do a good job in handling passenger service difficulties and complaints

As the characteristics of service industry and public transport facilities, urban rail transit enterprises cannot avoid complaints. Correctly understanding, properly receiving and handling complaints is the embodiment of good corporate image and first-class corporate management level. In order to continuously improve the operation service, improve the operation service quality and earnestly safeguard the reputation of rail transit, the service department must strengthen the complaint management.

In the daily work of urban rail transit, every passenger service staff has to receive thousands of passengers. In the reception process, sometimes because of an irresponsible remark, an irregular action and a blunt attitude, passengers are dissatisfied and complain, which greatly damages the image of subway passenger service personnel among the passengers. We need to do our best to improve the service awareness and skills of service personnel.

I hope you can adopt it. Maybe the content structure is a little messy. You can adjust it later. I hope I can help you ~