城市轨道交通客运服务与组织(国外英文资料).docVIP

城市轨道交通客运服务与组织(国外英文资料) Course standard of passenger service and organization of Urban Rail Transit Urban rail transit passenger service and organization [applicable to professional] urban rail transit operation and management First, the nature of the course Passenger service and organization of urban rail transit is a specialized heart course of urban rail transit operation management specialty. The passenger service and organization of urban rail transit is a subject that studies passenger organization and how to organize passenger flow, improve service quality and service art. Through the course study, the etiquette knowledge, occupation quality and service skills to enable students to have the city urban rail transit passenger flow organization and passenger service, learning city rail traffic emergency treatment and disputes with the general principles and methods, so that students can show higher occupation accomplishment in the passenger transport organization and services. Two, curriculum objectives Ability target: 1. able to wear uniform correctly. 2. master the specific requirements of stance, sitting posture, posture and gesture, and be proficient in the application of the work. 3. card (prepaid tickets) prepaid service, ticketing service, ticket service and ticket service and will deal with the bad Dealing with common ticketing problems with related service skills. 4., security services can be carried out, and can effectively deal with passenger disputes when security. 5., the use of related service skills (self-service ticketing service, ticket service, etc.) to guide passengers safe and rapid access to the station. 6., we can carry out waiting service and station broadcast service to ensure the safety of passengers at the station. 7. able to handle passenger complaints effectively. 8., it can organize passenger flow of urban rail transit station. 9. can handle unexpected events in urban rail transit stations. Knowledge target: 1. understand the basic gro