Experience and experience exchange in improving the quality of railway passenger transport service
(Exploration of Shaping Passenger Transport Service Image and Creating First-class Service Level)
Yang linglian
This paper analyzes that the passenger service quality of XX station in XX depot is not high and has not reached the first-class service level. How to improve smile service and create the best service window is the direction of improvement.
Key words: improve professional quality, launch service commitment and carry out on-the-job training. Good model version
Quan Quan
introduce
The passenger workshop of Xx Railway Station is the window of Yaodu District, and it is a female soldier's unit dominated by lesbians, 1 18.
Passenger transport is passenger transport, serving passengers, and passengers are "God". Only by putting "God" and "home" together can there be passenger income.
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 arrangements for business study and plan the copyright ownership period of the model essay. 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 was effectively improved, which made passengers puzzled and the business learning 100 reached 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 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. Since the development of luggage qc research activities, the enthusiasm of all luggage workers has been greatly mobilized. They have gone out of the baggage room and searched for the market and the goods on the market on a large scale in the society. The comrades who look for the goods all use the off-duty time. Winter is biting, summer is scorching, and there is no complaint. Only * * * has the same goal: to find more goods and earn more money and contribute to the railway market.
As long as it is a phone call from you, you can know the situation of your goods, and you can send your goods home or to the station with a request. This is the fast and convenient pick-up and delivery car of "door-to-door consignment and door-to-door delivery". Open up new ideas, meet challenges, rush into the market, and completely change the concept that "passive service shipper is active service shipper". In view of the owners' problems, we should strive to innovate and break through. This is a brand-new image of luggage group.
The fourth step of service quality:
Create a window image and serve "Hello" with a smile.
The ticketing group is the team of the passenger transport workshop and the main window of passenger transport. A "smile" and a "hello" can reflect the image of the workshop. The tools for direct contact with passengers are language and facial expressions.
In the past, because the conductor was "iron", passengers were numb in facial expressions and blunt in language when buying tickets. Passengers came to the station to buy tickets and bought them. When there are no passengers, they just sit around. Coupled with the competition between roads and railways, the ticket office was once deserted. Passenger flow lost to highway competition.
Reform must be reformed, which is the urgency of the situation and the competition for survival. By organizing qc to tackle key problems and apcd cycle diagram, analyze the reasons, formulate countermeasures and implement plans. The ticketing team began to conduct a managed and planned passenger flow survey-train diversion-ticket allocation scheme.
The comrades in the ticketing group used their off-duty hours to visit major factories, mines, schools and troops to understand the passenger flow, especially holidays, publicize the preferential policies for railway rides, and increase the zero passenger flow in advance. Telephone booking and home delivery have been implemented one after another.
The comrades of the ticketing group carried out internal post competition adjustment and reform. The conductor must be proficient in business, be a good ticket inspector, advocate smiling service, have elegant language and a loud voice.