China Railway has gone through a difficult century. Under the influence of the concept of "iron boss", people seem to think that as long as they work in the railway, there will be an "iron rice bowl", which will lead to low quality of work, poor mental state, poor service attitude, no passenger flow in ticket sales, no luggage and no favorable service. The whole passenger transport work is very passive. Especially with the competition between roads and railways, passenger transport has fallen into a "soft skin" state in all aspects.
In view of the present situation, we will hold a big discussion on "where the passenger transport work goes and where the transportation income comes from", apply scientific management, tackle key problems in QC, improve professional quality and strive for first-class service level.
The first step of service quality management:
Strengthen learning skills and training to meet the standards of business knowledge.
Improving the professional quality of employees is a solid foundation for improving service quality. Make business study arrangements and make long-term plans. One question per day, questions before each class, monthly quizzes and quarterly exams are implemented, and the test scores are included in the allocation of funds.
Through business study, the whole passenger transport has formed the wind of "learning business", and everyone should abide by the rules, learn the rules and use the rules. According to the handling of passengers without tickets and the problems encountered in each shift, combined with the theory and practice of learning rules, the professional quality has been effectively improved, which makes passengers puzzled and the business learning 100% reaches the standard.
The second step of service quality management:
Change service attitude and meet service standards.
Service is an important work of passenger transport. As an important means to improve service quality and expand the market under the new situation, "passenger first" should always run through our services. A smiling service can make passengers feel at home when they come to the station. The activity of "If I am a passenger" has been launched. Everyone can be a passenger in the waiting hall, write down their feelings and needs, and then transform them into passengers' feelings, so as to realize the needs of passengers.
And launch a service commitment in each post, focus on "flawless" activities, and put forward:
1. Fully promise passengers and accept social supervision;
2. Implement the "error-free" ticketing service standard;
3. Carry out the service concept of "business words first";
4. Introduce the concept of "providing excellent products with special services".
5. The luggage is delivered "on time and quickly".
Serving passengers is passenger transport. Passenger transport is passenger transport, which is a link. As long as the service is of high standard, it is the satisfaction of passengers. The service can reach the standard of 100%.
The third step of service quality management:
Service design around the satisfaction of the owner.
Luggage and parcel is a team in the passenger transport workshop, and its work nature is complex, that is, it has to face the handover of goods, consignors and stations and cars. Problems in any link will damage the image of passenger transport. We used to wait for passengers to check in at the station. Poor service once caused no supply of goods and low income from luggage transportation. The waiter is also very depressed. oneself