浅谈航空服务礼及个性化服务.doc

浅谈航空服务礼仪及个性化服务 姓名，学院 摘 要：在航空服务中用最安全、便捷、舒适的服务来为客户服务是航空服务的理念。空乘人员自身的礼仪以及所具有的素养一直是交通服务中最有特色也是最受好评的。也正是因为这项服务性的最高要求让航空业虽然在所有交通中交个最高，但是一直都在吸引着他们自己不会衰变的客源。所以，航空服务人员的仪容仪表、制服的整洁与独特的风格、自身所具有的优雅言谈举止都是航空服务礼仪中最基本的要求。另外，空乘人员为乘客提供的服务态度和技能，它不仅能体现空乘人员自身的素养，也能代表航空公司的整体形象。本文主要对航空服务礼仪的定义、特点进行了分析，并详细叙述了客舱内服务个性化的具体内容，为打造高质量高标准的空乘服务提供前提条件。 关键词：航空；服务礼仪；个性化服务 On the aviation service etiquette and personalized service 姓名，学院 Abstract：Aviation services with the most secure, convenient and comfortable service to customer service is the concept of air services. Flight attendants and has its own etiquette accomplishment has been the most distinctive transport services is the most acclaimed. It is also because of the service of the highest requirements to make the aviation industry, although post-highest in all traffic, but has been in attracting tourists themselves will not decay. So, aviation service grooming, clean uniforms and unique style, elegance itself has air service etiquette manners are the most basic requirements. In addition, the attitude and skills to provide passengers with flight attendants, and it can not only reflect their own literacy flight attendants, but also to represent the overall image of the airline. In this paper, the definition of air services etiquette, characteristics were analyzed and described in detail in the cabin of the specific content of the personalized service, to create high standards of quality service delivery flight attendants preconditions. Key words:Aviation；Service etiquette；Personalized service 　 目 录 摘要 ………………………………………………………………………………I Abstract ……………………………………………………………………………I 1、前言 …………………………………………………………………………… 4 2、航空服务礼仪简述 …………………………………………………………… 4 2.1航空服务礼仪的基本定义…………………………………………………… 4 2.2航空服务礼仪的特点…………………………………………………… 4 2.2.1制服的要求………………………………………………………… 4 2.2.2统一的仪容和仪表…………………………………………………… 5