What is the Capital Airport from ten to ten?

1. Receive passengers with a smile; 1, smile 2, mouth slightly raised.

2. The terms of service shall be clear and standardized; 1, properly addressed 2, clearly spoken 3, elegantly used 4, greeted when you came, asked and answered, and left.

5. Common expressions: "Hello" or "Hello". Thank you. I'm sorry to have kept you waiting. Please ... Goodbye and sorry.

3. The work clothes should be kept clean and tidy; Wear work clothes, badges and clean clothes.

4. When communicating with people, look straight; The head is straight, the upper body is opposite, the head is straight up, and the face is calm and natural.

5. Passengers need to respond positively; Actively discover the potential service needs of passengers, actively respond to the needs of passengers, and be enthusiastic and proactive.

6. Passengers should be responsible for the first inquiry; 1. Employees who receive passengers' inquiries, inquiries or telephone inquiries at the Capital Airport for the first time should correctly answer questions for passengers with good service status, so that passengers can get quick and satisfactory service; 2. When the employees' business ability can't give an accurate answer, they should guide the passengers to the correct service counter or tell them the service phone number that can solve the problem, so that the passengers' problems can be finally solved and the passengers' satisfaction can be obtained; 3. No employee shall shirk, refuse or delay the handling time of passenger problems under any excuse.

7. Explain the problem patiently; When passengers have doubts or disagree with airport services, employees should treat them calmly and answer passengers' questions, whether they are related to their posts or not.

8. Be calm and sincere in the face of complaints; When passengers complain about airport services, employees should keep a calm attitude, listen to passengers' demands sincerely and patiently, and actively solve problems for passengers.

9. Use both hands when handing over items; When picking up passengers' belongings, don't carry, take or throw them with one hand. You should cherish the passengers' belongings and pick them up with your hands.

10. Handle things carefully. When carrying passengers' belongings, don't carry them roughly to avoid damaging passengers' belongings.

Ten don't.

1. Don't chat with each other at work; During working hours, more than two people can't get together and chat loudly. In the passenger area, chatting about work-related content for more than 3 minutes is defined as chatting with each other;

2. Don't be lazy when standing; Don't shake your legs, hunch over, and put your hands casually when standing. Front-line employees sleep in their posts; Squatting or lying on a windowsill, step or ground; Leaning and climbing railings, walls, workstations or equipment are all defined as lazy and casual;

3. Don't fight in groups when walking; When walking, two people walk in a row and three people walk in a row. You are not allowed to fight, chat loudly and make noise while walking.

4. Don't wear indecent clothes when wearing certificates; Don't wear casual and indecent clothes, such as sandals, red vest, suspenders, etc. when wearing certificates.

5. Don't be vague in answering questions; Answer the question clearly, don't use it: it may be … like … it may be …, over there, upstairs/downstairs, etc.

6. Don't rush to make excuses for passengers' dissatisfaction; When passengers are dissatisfied, listen first to make them feel concerned, but don't rush to explain, and give appropriate answers when passengers' demands are clear;

7. Don't blame colleagues in front of passengers; Don't be responsible for colleagues in front of passengers, including all employees within the airport; We should actively solve problems and win the understanding of passengers, instead of shirking problems or blaming other employees in front of passengers.

8. Don't use your mobile phone loudly for a long time; Don't make personal calls in front of passengers; The working telephone time should not be too long, and the volume should be controlled; Pay attention to civilized words when calling;

9. Don't grab resources when traveling with customers; Do not rob passengers of resources, including but not limited to the following:

Washing clothes in the passenger bathroom; Occupy passengers' maternal and child rooms, barrier-free toilets, free online experience areas and other resources; Competing with passengers to get on the bus when taking APM, occupying passenger seats; Competing with passengers for elevator resources, when the escalator was full, the staff did not invite passengers to take it first, but still used it first. (Employees can rest in the passenger seat without competing with passengers for resources. )

10. Don't litter in the workplace. Pay attention to the environmental sanitation of the workplace and keep the workplace clean and tidy.