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本文结合旅客列车服务的工作特点,分析工作中存在的服务意识不强、服务不规范,不落实作业标准、岗位培训教育不到位、硬件设施不过关等问题,从转变服务理念、创新服务形式、强化职工培训以及硬件投入力度等几个方面提出改进服务工作水平的有效措施,突出“以人为本,旅客至上”的服务理念,增强铁路市场竞争力,提升旅客列车服务质量和服务品质。
Based on the characteristics of passenger train service, the paper analyzes the problems of service consciousness, service irregularity, failure to implement job standard, lack of job training education and hardware facilities, and so on. From changing the service concept, innovating the service form, Strengthen staff training and hardware investment, put forward some effective measures to improve the service level, highlighting the service philosophy of “people-oriented, customer first”, enhance the competitiveness of the railway market, and enhance the service quality and service quality of passenger trains.