Urban rail transit service etiquette training report

Urban rail transit service etiquette training report

Urban rail transit service etiquette training report, when we were studying in school, the teacher would often arrange practical training for us, because this can Let us become more familiar with the future career process. After each training, the teacher will ask us to write an experience. Let's take a look at how to write an urban rail transit service etiquette training report.

Urban Rail Transit Service Etiquette Training Report 1

Transportation facilities Transportation facilities refer to the tracks, tunnels, elevated roads, stations, ventilation systems set up to ensure the safe and normal operation of the urban transportation system. Facilities such as kiosks, mechanical and electrical equipment, power supply systems, communication signals, road markings, etc. Overview of transportation facilities Introduction to transportation facilities Traffic safety facilities play an important role in ensuring driving safety and mitigating potential accidents. A good safety facility system should have multiple functions such as traffic management, safety protection, traffic induction, isolation and closure, and glare prevention. In order to prevent traffic accidents, ensure smooth traffic, and give full play to the functions of roads, traffic safety measures must be set up. According to the needs of traffic flow and the conditions of terrain and features, pedestrian bridges, fences, lighting facilities, etc. should be installed on the roads when necessary. Sight guidance signs, emergency contact facilities and other similar facilities. Rail transit facilities China's rail transit facilities mainly rely on imports in the early stages of comprehensive construction. They are expensive and unaffordable for local financial resources, which to a certain extent limits the expansion of the scale of my country's urban rail transit. Since the implementation of the localization policy of urban rail transit equipment, China's urban rail vehicles have made remarkable achievements in the localization of urban rail vehicles. Domestic urban rail vehicles have continued to emerge, and independent innovation capabilities have been significantly enhanced. At present, urban rail transit construction is booming across the country, and the market demand for domestic rail transit equipment has increased significantly. The vast market space will effectively promote the rapid development of China's rail transit equipment manufacturing industry.

Overall, China's urban rail transit is still in its primary development stage and the development mechanism is not yet sound. However, the enthusiasm for building urban rail transit in various places is growing. As the pace of urbanization accelerates, central cities continue to radiate to surrounding areas, and the urgency of rail transit construction is also increasing. In order to alleviate the financial difficulties of rail transit construction, the government has vigorously called on foreign capital and private enterprises to enter the field of rail transit construction. Foreign capital mainly operates in the field of rail transit construction in the form of equipment supply and technology provision, while private capital is temporarily unable to intervene due to excessive investment. As the scale of China's cities continues to expand and the speed of industrial peripheral transfer increases, it has become an inevitable trend for foreign capital and private capital to enter urban rail transit construction. According to the urban rail transit development plans, by XX, the Beijing rail transit line network will all cover the central city, and the operating mileage will reach 440 kilometers; Shanghai rail transit will form 13 lines, more than 300 stations, and a total operating length of A basic rail transit network of more than 500 kilometers. It is expected that the total length of urban rail transit lines in China will exceed 4,500 kilometers by 2050.

Classification of transportation facilities Transportation facilities are generally divided into: parking facilities, highway transportation facilities, municipal road transportation facilities, rail transportation facilities, etc. The parking lot facilities include: parking space locks, wheel locks, road posts, road cones, traffic stoppers, guardrails, iron piers, reflectors, spherical mirrors, sun shed spring columns, speed bumps, isolation piers, road spikes, delineation signs, and barrier gates. , French railings, bicycle racks, anti-collision barrels, guard booths, reflective corner guards, warning tapes, reflective films, slope boards, anti-glare boards, reflective clothing, solar lights, light boxes, electric doors, various signs and signs, various Cold paint hot melt markings, parking space lines, reflective materials, road cones, rubber road cones, corner guards, anti-collision barrels, isolation piers, water horses, reflective signs, rubber column caps, outline signs, elastic columns, triangle warning stands , wide-angle lens, cordon, guardrail belt, crystal color grid, traffic clothing, highway ancillary facilities, solar flash light, solar yellow flash light, plum blossom light.

During the internship, through the integration of theory with practice, continuous learning and summarizing experience, the knowledge learned was consolidated, the ability to deal with practical problems was improved, and the experience was summed up for the smooth progress of the graduation project.

Insights from the internship First of all, the smooth progress of the graduation internship benefits from solid professional knowledge. The first thing employers look for when recruiting employees is whether your professional skills are excellent.

Among the several applicants we went through, there were students from different schools. Some students were not selected because their mastery of professional knowledge was inferior to others. Because for the employer, if a person has excellent professional knowledge, he will quickly become proficient in this specific position, thus reducing the employer's need to spend a lot of effort to train an employee. Second, you must have good learning ability at work, have a system for learning knowledge, and be able to solve problems by yourself through relevant channels. Because we encounter various problems at work, not every situation can be grasped. At this time, if you want to do a good job, you must have good learning ability. Through continuous learning, you can master the corresponding technology to solve every problem encountered at work. This kind of learning ability comes from learning from masters and people with rich work experience. On the other hand, it is the ability to learn by yourself. You can work hard and find relevant ways to solve problems without the help of others. Third, good interpersonal relationships are the guarantee for our smooth work. At work, we are not just dealing with technology and equipment, but more importantly, interacting with people. Therefore, we must master the communication principles and social etiquette between colleagues. This is what we should pay attention to at ordinary times. Harmonious interpersonal relationships create a good interpersonal atmosphere for smooth work. In addition, I also have many shortcomings at work. For example: lack of practical experience, lack of standard mastery of relevant skills and knowledge, etc. Therefore, I often remind myself not to be afraid of hardship or tiredness, and to strengthen practice while mastering solid theoretical knowledge, so as to integrate theory with practice. On the other hand, we must continue to strengthen our studies and learn new knowledge and new technologies to better serve the people.

Through this graduation internship, I can apply the theoretical knowledge I learned in school to social practice. On the one hand, consolidate the knowledge learned and improve the ability to deal with practical problems. On the other hand, prepare yourself for the smooth completion of your graduation project and your smooth integration into society. Graduation internship is a transition for us from school to society. It helps us smoothly get out of campus and move into society to better serve the country and the people. Urban Rail Transit Service Etiquette Training Report 2

Conductor Internship Report 3000 words

1. Internship Purpose:

1. Learn and master the psychology of railway passenger service significance.

2. Understand the psychology of passengers’ complaints.

3. Master the service emotions and will qualities, service abilities and the mental health of passenger transport personnel.

4. Understanding railway service work mainly refers to service facility management work and train service work.

5. Master the etiquette and courtesy requirements of passenger transport services.

6. Focus on mastering train service skills.

2. Internship Unit and Position Introduction

I was assigned to the First Passenger Transport Team of the Jinzhou Passenger Transport Section of the Shenyang Railway Bureau for internship. Our fleet is mainly responsible for Fushun North-Beijing, Shanhaiguan-Fuxin , Songyuan-Beijing, Shenyang North-Fuzhou and other lines are operated, including fast air-conditioned trains and old-fashioned green trains, which undertake important local passenger transport work, especially the 2589/90 train to Beijing, with a very large passenger flow Big, it is the key route of my team. I mainly work as a train conductor on train 2589/90.

3. Internship content and process:

Content:

1. Overview of passenger transport psychology and railway passenger psychology.

2. The psychology of railway passenger service personnel.

3. The main content of service work.

4. Etiquette standards for service work.

5. Service work skills.

High-quality service is the cornerstone of an enterprise's survival. It is also a need to shape a good social image of the railway, improve the competitiveness of the railway, and expand the passenger transportation market. Today, market competition is competition on product quality, and passenger transport competition is ultimately competition on passenger transport service quality. Improving the quality of passenger transport services across the country is the vitality of maintaining the sustainable development of railways, and should be the primary goal of railway passenger transport. Leaving this goal to pursue the optimization of other goals will be difficult to achieve good commercial operation results, and it is more likely that railway passenger transport will The transportation market has lost its due competitiveness and attractiveness. Therefore, the quality of service is of great importance.

Today, with the progress of society and the increasing demand for passenger services, with the emphasis and strengthening of service work, "the passengers are always right, we always have shortcomings", "the passengers are God", "the goal of service is to satisfy the majority of passengers" " and other service concepts have been established in the railway passenger system and become the direction of action.

(1) Regarding the connotation of railway passenger transport services.

Starting from passenger travel needs, the connotation of railway passenger service quality should refer to the six aspects of safety, convenience, speed, punctuality, comfort and economy that passengers are most concerned about.

1. Safety

Safety is an important basic condition that affects passengers’ choice of transportation. When traveling, the most fundamental need is safety. When passengers choose transportation, they will first base their judgment on the available transportation based on past travel experience and information from traffic safety. Ensuring passenger travel safety and improving passenger safety rates are the basic responsibilities of railway passenger transport enterprises. They have always been included in the daily goals of railway passenger transport and must be pursued unremittingly. This is also one of the key contents of my internship.

2. Convenience

The convenience of railway passenger travel refers to the convenience of all aspects of the passenger fulfillment process, mainly including departure intervals (frequency), arrival and departure times, ticket sales , the convenience of baggage check-in and pick-up.

3. Comfort and economy.

Improving the comfort of passenger trains and improving the travel environment are the material basis for improving the quality of railway passenger transport services. To improve the comfort of passenger trains, on the one hand, existing passenger cars should be transformed to increase the activity space of the carriages, and the carriage seats, sleepers, bedding, sanitary facilities and carriage climate environment should be as close as possible to the world level. On the other hand, in order to keep up with the international advanced level and improve the travel environment, we must have a good sanitary environment and a good cultural environment. Compared with other means of transportation, trains still have great advantages in terms of price.

4. Punctuality

When trains run on time, it is an important factor in ensuring the credibility of railway passenger transport enterprises.

(2) Regarding railway passenger transport service skills.

The concept of service and the value of service are expressed through specific behaviors in the service process, thereby increasing the awareness of the enterprise. In this sense, service level directly affects the image of the company. Railway crew services seem to be faced with trivial and simple things, and these "little things" are most easily overlooked. Details are not a matter of principle, but they are the infinite power of an enterprise. As the saying goes, "Great things in the world will be accomplished by details, and difficult things in the world will be accomplished by perseverance." Ignoring details will lead to failure, and detail service is the core of establishing a good image of the railway. The characteristic of railways is to provide services. With the joint efforts of all parties, they are connected into a complete service chain to transport passengers to their destinations. The familiar small services such as ticket inspection, sweeping the floor, delivering water, and reporting to the station, a brief greeting, and a warm and elegant smile condensed into the entire railway transportation service. Detailed service during the journey is a special power that infects, attracts and assimilates passengers, bringing them relaxation, a smile on their face, and a spring breeze along the way. Flight attendants who pay attention to service details are not only popular among passengers, but also respected by colleagues and friends in life and work. There is no end to flight attendant service, and details are reflected in the entire service process. To provide detailed flight attendant service, we must start from small things.

The same service environment and the same service items are often served by different flight attendants, and the results are often very different. The main reason for this difference is lack of skills. During the flight attendant process, flight attendants must understand the needs of passengers through the five actions of "looking, listening, laughing, speaking, and asking." This is not only an important link in meeting the needs of passengers, but also an important subject that flight attendants must practice. Look: Look at gender, look at age, look at clothing, look at language, look at body language. To "see" tourists, you must smile and face them head-on rather than squinting at them. In addition, when facing passengers with different levels of familiarity, it is necessary to master the good-looking "position". The principles of listening: be patient, respond, watch, and ponder. Smiling can not only shorten the psychological distance with passengers and relieve tension and disharmonious atmosphere, but also when the flight attendant is smiling, he will have a relaxed and happy mentality, which can stimulate enthusiasm for work.

The flight attendant's smile conveys the message to passengers that "I am glad to see you and I am willing to serve you." Such information and enthusiasm will also infect and make passengers happy. On the contrary, if the flight attendant frowns and frowns, this will make passengers feel mentally depressed. When passengers are dissatisfied with service, flight attendants' expressions like this can only add fuel to the fire. Say: Be polite and courteous, be pleasant to the ear, speak affirmatively, speak out your feelings, and speak out praises. Use open-ended questions to solicit opinions from travelers. To establish a conversational atmosphere, flight attendants must be patient and allow passengers to talk more and listen more through open conversations. And on this basis, we will continue to consciously guide in our own direction, and ultimately achieve the purpose of meeting the needs of passengers or gaining their understanding.

For example, we must thoroughly disinfect the train before each trip, place aromatic balls in the toilets, flush them in time to keep them odor-free, and provide passengers with a green and healthy journey; prepare foot washing in the sleeper carriages The basin can not only wash away the fatigue of travelers, but also wash away the troubles of others. The flight attendants can provide services according to the needs of passengers to reduce the disturbance to passengers; in order to reduce the sound when walking, carpets and rubber mats are laid in the rooms, carriage passages, junctions, and toilets, and the "four lightnesses" are proactively achieved during the ride: The first is to come and go gently, the second is to whisper softly, the third is to hold and put down gently, and the fourth is to open and close gently. Warm reminders to "prevent crushing", "prevent burns" and "prevent slipping" are posted on car doors, electric tea stoves, etc., and special programs on travel safety knowledge are launched on train broadcasts to ensure a safe journey. This series of service measures can fully reflect the "people-oriented" service concept.

(3) Regarding the etiquette of railway passenger transport services.

Good personal cultivation is an important factor that affects etiquette, and etiquette can reflect a person's personal accomplishment. Therefore, student ID etiquette is not only a requirement for work, but also a good opportunity for us to improve our own quality. In the final analysis, etiquette is nothing more than learning etiquette, understanding etiquette, observing etiquette, and practicing etiquette. At its root, it is the six principles of etiquette cultivation: 1. Respect. This is the core of etiquette cultivation. 2. Sincerity. Etiquette is not a disguise, but a manifestation from the heart. 3. Self-discipline. Self-discipline, self-control. 4. Equality. Give every passenger the same level of courtesy. 5. Tolerance. The specific manifestation is to be strict with oneself and to be lenient towards others. 6. Overall. Etiquette is a complete system, and problems in any link may lead to the result of "100-1=0".

Specific etiquette is reflected in appearance, clothing, behavior, speech, etc. at work. In our work, there are strict requirements for standing, walking and sitting postures. Most of them are done in accordance with the requirements of the army. The clothing is uniform road clothes, which are divided into four seasons and have unified requirements. Language etiquette is the key point, because in actual work we have to deal with a large number of passengers. Addresses, greetings, thanks, apologies, inquiries, and rejections are all a matter of knowledge, especially in actual work. , I truly realized the importance of language etiquette. This requires that our language etiquette must be excellent. It is true that "a kind word warms the winter, but a bad word hurts someone in June"! At the same time, a smile is a kind of etiquette, a kind of power, and it is also an international language. Service with a smile is one of our business cards.

(4) Research on the psychology of railway passengers.

The psychological states of passengers at different levels have different service needs. Most of the low-income passengers are migrant workers, farmers and herdsmen. Their main requirements are cheap fares and being able to get on the train. They do not have high requirements for basic services such as temperature, water supply, and sanitation of the train. Middle-to-high-income tourists with better economic conditions have wider social contacts and pay attention to enjoyment. They have high requirements for service quality and attach great importance to the clothes brushes, shoe brushes, clothes hangers, travel knowledge, train timetables, etc. provided on the train, and believe that enjoying these services is a symbol of status. Some people often take trains and are familiar with the "Railway Passenger Transport Regulations". They refuse to let others deal with them, and even "complain" endlessly. Some of them try to trick the flight attendants into relatives, build relationships, and offer small favors on the train. In addition, among these passengers, the purpose of travel is different. Some of them are tourists who want to be safe on and off the bus, have a pleasant journey, have fun, and want to listen and see more, such as the human geography of tourist destinations. , scenery features, snacks, return train time, transfer stations, etc.

They have relatively high requirements for flight attendants. They need to understand not only service knowledge, but also the general situation of the tourist cities that the train passes through, tourist attractions, customs and customs knowledge, etc.; there are also college and technical secondary school students, winter and summer vacations, and "May Day" and "May Day". "October 1" is the bus peak time, especially at the beginning of the new school year. Many new students are escorted by their parents. They are the darlings of the family and like to praise and praise; there are also elderly and frail women, children, ethnic minorities, etc. who seek medical treatment. Type passenger.

(5) Research on the psychology of railway passenger complaints.

With the continuous improvement of consumption levels, consumers are paying more and more attention to their own rights and interests. Passengers have good wishes and expectations for service when taking a bus. However, if these wishes and requirements are not met, they will lose their psychological balance, which will lead to the behavior of "asking for an explanation". This is complaint. As long as it is a service department, it is inevitable to encounter complaints and complaints from consumers. Even a good service company cannot guarantee that mistakes will never occur or complaints will not arise. As a railway passenger transport service department, various standards and regulations related to services are still being continuously improved and supplemented, and the establishment of new service concepts still needs a process. Therefore, it is normal for passengers to complain during the service process. If you are afraid of passenger complaints, you must have a clear understanding, so that you can better and more effectively improve service work and improve service quality. Passenger complaints are diverse and varied, so there is no hard-and-fast solution to handling passenger complaints. But when facing passenger complaints, if you can keep the following principles in mind:

1. The principle of putting passengers first.

2. The principle of taking responsibility.

3. The principle of isolating the parties concerned.

4. The principle of tolerating passengers.

5. The principle of keeping things quiet. Often can achieve very good results.

4. Internship summary and experience:

The internship life is tense and fulfilling. As the saying goes: "Practice makes true knowledge". Only in actual work can we realize the hardship and hardship of passenger transport work. It is glorious; only then can we feel the importance and arduousness of railway passenger transport work; only then can we understand the connotation of passenger transport work; only then can we learn a lot of work experience and increase life experience.

Through a short internship, I made the following summary of passenger service work:

1. Comprehensively grasp the needs of passengers at all levels

Improve passenger service In terms of transportation service level, we must pay attention to the psychological state and service needs of passengers, and provide targeted railway passenger transportation services. The psychological states of passengers at different levels have different service needs. Only in this way can we improve our service level.

2. Adapt to needs, innovate methods, and win passengers with high-quality services

Keeping pace with the times in service quality is an urgent need for the survival and development of railways, and is also the basis for creating honest trains. . In the passenger transport work, we must "put passengers as the center and race against the needs of passengers", constantly innovate service methods, and launch humanized, family-friendly and personalized services that meet the needs of passengers on the basis of extensive solicitation of passengers' opinions.

1. Meet the needs of passengers and implement humanized services. To facilitate passenger travel as the most basic service standard, starting from the daily needs of passengers, a "treasure box" is installed on the train, which contains items such as needlework, stocking rehydration agent, convenience string, nail clippers, scissors and other items. Carriages with hard seats are equipped with love stools for free use by passengers without seats, creating a journey of love for passengers.

2. Treat passengers as relatives and highlight family-friendly services. Treat passengers as your relatives and friends, treat the carriage as your own living room, and warmly entertain every passenger with sweet smiles and high-quality services. From the moment passengers walk to the door of the bus and wait to get on the bus, we carefully implement the four steps of door welcome of "smile, greet, check tickets, and please get on"; implement full-process services for the elderly, young, sick, disabled, and pregnant, and provide services to the elderly, young, sick, disabled, and pregnant every hour. Greet key passengers and ask for their requests and needs.

3. Adapt to the needs of different passengers and provide personalized services. The first is to learn various necessary languages ??and provide services in English, mute and Mandarin to passengers with different languages. The second is to equip it with necessary equipment to provide various services such as chess and cards for entertainment and leisure passengers, which will not only facilitate passengers but also increase railway revenue.

In addition, my own problems:

1. Lack of work experience, unable to focus on the key points in actual work, often scratching the eyebrows and beard.

2. Still lack of patience and carefulness in work. A lot of work is not done carefully and thoughtfully enough, and the same work is done over and over again.

3. Not familiar enough with the working environment and need to study more in the future.

In short, high-quality service is the bounden duty of passenger transport employees. In order to improve service quality, passenger transport employees should not only strengthen their own psychological quality and pay attention to appearance and language arts, but also carefully study the innovation and demand patterns of passengers. , adhering to the purpose of "People's Railway for the People", serving passengers wholeheartedly, politely, warmly and thoughtfully. Then form the excellent qualities required for passenger transport services and become an excellent passenger transport employee.

Finally, I would like to thank the leaders of my internship unit for their concern and the masters for their careful teaching. I will definitely repay you with excellent results.