基础客运服务礼仪

基础客运服务礼仪 按照现代服务理论，我们销售的不是产品，而是服务。那么服务礼仪是我们商品的包装。服务礼仪 规范 编程规范下载gsp规范下载钢格栅规范下载警徽规范下载建设厅规范下载 就是我们商品质量的保证。所以，想让我们的商品销量好、口碑佳，想提高我们的销售业绩，步步高升，那么我们的服务必须讲礼仪，我们的礼仪必须合乎规范，今天我给大家讲的就是基础服务礼仪。 首先要讲什么是礼仪, 我们如果想做到让旅客满意，让被服务的人舒服，那么我们就要讲礼仪，因为礼仪的核心就是让他人舒适，感到被尊重。礼就是礼节，仪就是仪式，把礼节仪式化，就是礼仪。“讲礼节”需要我们知道什么是礼节，“仪式化”说明礼仪不是随意的，不是凭空想象的，礼仪是需要有所规范的。 当然，礼仪也是与时俱进的，不是一成不变的。随着时代的发展和社会的进步，礼仪也在不断改变。今天我给大家讲的是现阶段，我们哈尔滨客运段需要去学习与遵循的礼仪规范。 首轮效应 首轮效应，也叫第一印象效应。就是在服务中留给服务对象第一印象的好与坏。 首轮效应有四个特征。 第一个特征是瞬时性。第一印象的好坏往往是在一刹那形成的，只要两三分钟就足够了，尤其是前3秒。 第二个特征是非理性。对一个人的印象好与坏，往往不是理性判断的，而是一种感觉。不知道为什么会对一个陌生人感兴趣，愿意接近他。也不知道为什么会对一个人从心里排斥他，其实他的好与坏和你也没有什么关系，这种感觉就是非理性。 第三个特征是经验性。就是有过一次经历后，从心里一直认为此行业的服务如何如何，凭经验去揣测。 第四个特征是不可逆性。对印象的形成，往往不容易改变。喜欢一个事物，别人再说它不好，你也都能接受;讨厌一个人别人说他再好，你也不习惯。 因此强调，乘务员要特别注意自己的初次登场，尽量给服务对象提供一个完美的第一印象，让“首轮效应”发挥最大的效应。那么我们必须严格遵守我们的仪容仪 表 关于同志近三年现实表现材料材料类招标技术评分表图表与交易pdf视力表打印pdf用图表说话 pdf 规the characteristics of services for leaders. Office property determines the features of Office information work. Before the decision, to collect information, provide the basis for scientific leadership decision; after the decision to collect various reflecting and implementation, provides support for leadership judgment and sound decision-making. Therefore, comrades from the policy makers working in the information point of view and research issues, the basic premise of this is doing a good job. At present and for a time, information report focuses on, the city's economic and social development of, new ideas, new initiatives, new experiences, new issues, important social conditions and public opinion, major emergencies and of economic and social development orientation, the sign problem and forecast information. Second, to strive to improve the quality of information. Quality is the life of information, a good piece of information to help decision making, a distortion of the information could lead to wrong decisions. Improve the quality of information, our focus is "accurate, full and deep, precise, fast" on hard work. "Quasi", is to ensure the authenticity of information and improve the relevance of information. Information submitted to the Government departments at all levels, must come from objective reality and reflect things as they are, must be realistic and must not have any false contents, not to misrepresent and false positives, as well as news, more news. "Full" is to pay attention to the comprehensiveness of the information, all-round, wide-ranging and multi-angle to collect and report information, reflecting not only the phenomenon also reflects the essence. "Deep" is the information depth. Should be good through the phenomena of nature, things hidden behind deepmatters to in half months within to municipal government feedback results; on situation complex, and workload big of supervision matters, to in January within will implementation situation to municipal government feedback; on proposed clear time requirements of, to in provides time within settles and report; on NPC Representative recommends, and CPPCC members proposal to handle a, and feedback a pieces, not drag not pressure. To implement the reporting system, on the County (district) and departments of supervision, supervision of the Municipal Government will inform the quarterly summary, not paying attention to the supervision work attitudes, finger-pointing, giving work to some extent, give notice of criticism. To improve the appraisal system, the future system of government supervision examination once a year, the city government offices will County (district) and the sector ranked, informed the assessment results, give recognition to outstanding achievements. 2, stick to the Center, improving quality, good job information. Complete control of information is both levels of Government, for decision making and to guide the work of the important means of leading organs with practice, social, the masses, improved style of important content. Timely, accurate information to the municipal government, and departments at all levels is an important work of the Office. At work, one is to highlight 范。 一、仪容仪表规范 仪表:是指人的外表，包括人的容貌、姿态、服饰和个人卫生等方面，它是人精神面貌的外观。 我国自古便有“先敬罗衫后敬人”一说。 仪表虽然是人的外表，却是一种无声的语言，在一定意义上能反映出一个人的修养、性格和特征。也告诉我们它对于我们服务的好坏起着决定因素的影响。 1、乘务员头发的规范 对任何人而言，在交往的过程中能否保持头发的整洁，都会直接影响对自己的评价。不注意头发的整洁，往往便会让别人觉得萎靡不振，甚至缺乏爱岗敬业精神。 对头发的共性 要求 对教师党员的评价套管和固井爆破片与爆破装置仓库管理基本要求三甲医院都需要复审吗 是无异味、无异物(头屑)、不染彩色头发，这是岗位的要求。头发的长短要适度，男乘务员不能剃光头，长度不能多于7厘米，前发不要盖住额头，侧发不掩耳，后发不及领。女乘务员长发要扎起来。 2、乘务员的面容规范 面容是人的仪表之首，也是最动人的地方。如果旅客所接触的乘务员容貌端庄、秀丽、看上去赏心悦目，往往会给旅客一个良好的印象。 虽然外表是天生的，但有效的修饰同样很重要。这就要求们通过有效的修饰，来修正自身的缺陷。有效的面部修饰应该遵循以下三个原则: misrepresent and false positives, as well as news, more news. "Full" is to pay attention to the comprehensiveness of the infot come from objective reality and reflect things as they are, must be realistic and must not have any false contents, not to s, musity of information and improve the relevance of information. Information submitted to the Government departments at all levelality of information, our focus is "accurate, full and deep, precise, fast" on hard work. "Quasi", is to ensure the authentiche qua good piece of information to help decision making, a distortion of the information could lead to wrong decisions. Improve t roblem and forecast information. Second, to strive to improve the quality of information. Quality is the life of information,sign ps, important social conditions and public opinion, major emergencies and of economic and social development orientation, the tion report focuses on, the city's economic and social development of, new ideas, new initiatives, new experiences, new issueemise of this is doing a good job. At present and for a time, informamaking. Therefore, comrades from the policy makers working in the information point of view and research issues, the basic pr-, provides support for leadership judgment and sound decisiontationormation, provide the basis for scientific leadership decision; after the decision to collect various reflecting and implemenservices for leaders. Office property determines the features of Office information work. Before the decision, to collect infthe characteristics of 2ton to the municipal government, and departments at all levels is an important work of the Office. At work, one is to highlighormatimportant means of leading organs with practice, social, the masses, improved style of important content. Timely, accurate infinformation. Complete control of information is both levels of Government, for decision making and to guide the work of the id job informed the assessment results, give recognition to outstanding achievements. 2, stick to the Center, improving quality, gooof government supervision examination once a year, the city government offices will County (district) and the sector ranked, To improve the appraisal system, the future system pointing, giving work to some extent, give notice of criticism. -udes, fingersupervision of the Municipal Government will inform the quarterly summary, not paying attention to the supervision work attitsion, dback a pieces, not drag not pressure. To implement the reporting system, on the County (district) and departments of superviin provides time within settles and report; on NPC Representative recommends, and CPPCC members proposal to handle a, and fee, to , to in January within will implementation situation to municipal government feedback; on proposed clear time requirements ofin half months within to municipal government feedback results; on situation complex, and workload big of supervision matters ion depth. Should be good through the phenomena of nature, things hidden behind deepmatters toangle to collect and report information, reflecting not only the phenomenon also reflects the essence. "Deep" is the informat-ranging and multi-round, wide-n, allrmatio 清洁原则:乘务员执行乘务时，务必保持面部干净，要定时对镜检查自己的面部清洁，并及时处理。 卫生原则:要注意个人卫生，因为我们是窗口单位所以更要注重个人形象问题。一旦出现皮肤过敏或者恶性痤疮等影响视觉的问题，要及时就医。 自然原则:乘务员在进行面部修饰的时候一定要自然，既要讲究美观，更要讲究合乎情理。尤其是对乘务员来说角色定位要求我们端庄、大方，而不适宜标新立异、追求前卫。休班的时候，怎样打扮都是个人爱好，但是走班的时候必须规范统一。 3、乘务员的肢体规范 手部清洁:乘务员无论是在为旅客递送物品还是挥手告别，不可能不动用自己的手臂，原则上乘务员的手部是要保养良好、干净美观，并养成“三天一剪，每日一查”的习惯。 肢体清洁:一、要做到勤洗脚、勤换袜子，出乘前精心清洁好鞋面。二、女乘务员夏天不能光腿;不光脚，不允许赤脚穿鞋;不露趾，穿上鞋之后，不宜让脚趾露在外面;男乘务员不允许挽裤脚。 4、女乘务员的化妆规范 服务行业的女性严格的讲是化妆上岗、淡妆上岗，这是岗位的要求。化妆体现女乘务员的整齐划一，淡妆上岗，是爱岗敬业的标志，也是对服务的尊重。 岗位化妆要注意四点:第一要自然，没有明显的痕迹，给人以自然美的感觉;第二要美化，要符合常理，不能标新立异;第三要协调，和谐才是美;第四是要避嫌，不能 ve any false contents, not to misrepresent and false positives, as well as news, more news. "Full" is to pay attention to thenot hanment departments at all levels, must come from objective reality and reflect things as they are, must be realistic and must i", is to ensure the authenticity of information and improve the relevance of information. Information submitted to the Gover"Quas d to wrong decisions. Improve the quality of information, our focus is "accurate, full and deep, precise, fast" on hard work.ty is the life of information, a good piece of information to help decision making, a distortion of the information could leaQualidevelopment orientation, the sign problem and forecast information. Second, to strive to improve the quality of information. es, new experiences, new issues, important social conditions and public opinion, major emergencies and of economic and socialtiativ. At present and for a time, information report focuses on, the city's economic and social development of, new ideas, new inithe policy makers working in the information point of view and research issues, the basic premise of this is doing a good jobmaking. Therefore, comrades from -arious reflecting and implementation, provides support for leadership judgment and sound decisione the decision, to collect information, provide the basis for scientific leadership decision; after the decision to collect vthe characteristics of services for leaders. Office property determines the features of Office information work. Befor3e. At work, one is to highlightOfficcontent. Timely, accurate information to the municipal government, and departments at all levels is an important work of the and to guide the work of the important means of leading organs with practice, social, the masses, improved style of importantaking Center, improving quality, good job information. Complete control of information is both levels of Government, for decision mtrict) and the sector ranked, informed the assessment results, give recognition to outstanding achievements. 2, stick to the ices will County (disTo improve the appraisal system, the future system of government supervision examination once a year, the city government off pointing, giving work to some extent, give notice of criticism. -to the supervision work attitudes, finger ntiont) and departments of supervision, supervision of the Municipal Government will inform the quarterly summary, not paying atteproposal to handle a, and feedback a pieces, not drag not pressure. To implement the reporting system, on the County (distric embersosed clear time requirements of, to in provides time within settles and report; on NPC Representative recommends, and CPPCC mload big of supervision matters, to in January within will implementation situation to municipal government feedback; on propwork things hidden behind deepmatters to in half months within to municipal government feedback results; on situation complex, and ly the phenomenon also reflects the essence. "Deep" is the information depth. Should be good through the phenomena of nature,angle to collect and report information, reflecting not on-ranging and multi-round, wide-comprehensiveness of the information, all 在大庭广众之前化妆。 5、乘务员的着装规范 整齐:服装必须合身，袖长止于手腕，裤长止于脚面，裙长过膝盖，内衣不能外露;不挽袖、不卷裤、不掉扣，领带、领结与衬衫领口的吻合要紧凑。 清洁:衣裤无污垢、油渍和异味，领口和袖口处尤其要保持清洁。 挺括:衣裤不起皱，穿前要烫平，穿后要挂好，做到上衣平整，裤线笔挺。 大方:款式简练、高压，线条自然流畅，便于乘务工作与服务。 还需注意:执乘时不准佩戴项链，手链，戒指，耳环等饰品。 二、乘务员仪态规范 徐志摩在形容心仪女子的时候这样说:最是那一低头的温柔，胜过水莲花不胜严寒的娇羞。 一个简单动作为什么会被形容得如此动人，除去诗人本身荷尔蒙的原因和他的文学素养，最关键的，是这女子的动作一定有触动人心的地方。 肢体与行为胜过花哨的千言万语，这就是我们要学习的仪态的重要。 有素质的人举手投足自由风采流露，这叫气质。就是站有站相，坐有坐相。这是笼统的说法，针对我们列车乘务员有具体的标准。 (一)标准站姿:头部抬起，面部朝正前方，两眼平视，颈部挺直;双肩放松，呼吸自然，腰部直立;双臂自然下垂，处于身体两侧，手指微微弯曲，指尖朝下;两腿立正 misrepresent and false positives, as well as news, more news. "Full" is to pay attention to the comprehensiveness of the infot come from objective reality and reflect things as they are, must be realistic and must not have any false contents, not to s, musity of information and improve the relevance of information. Information submitted to the Government departments at all levelality of information, our focus is "accurate, full and deep, precise, fast" on hard work. "Quasi", is to ensure the authentiche qua good piece of information to help decision making, a distortion of the information could lead to wrong decisions. Improve t roblem and forecast information. Second, to strive to improve the quality of information. Quality is the life of information,sign ps, important social conditions and public opinion, major emergencies and of economic and social development orientation, the tion report focuses on, the city's economic and social development of, new ideas, new initiatives, new experiences, new issueemise of this is doing a good job. At present and for a time, informamaking. Therefore, comrades from the policy makers working in the information point of view and research issues, the basic pr-, provides support for leadership judgment and sound decisiontationormation, provide the basis for scientific leadership decision; after the decision to collect various reflecting and implemenservices for leaders. Office property determines the features of Office information work. Before the decision, to collect infthe characteristics of 4ton to the municipal government, and departments at all levels is an important work of the Office. At work, one is to highlighormatimportant means of leading organs with practice, social, the masses, improved style of important content. Timely, accurate infinformation. Complete control of information is both levels of Government, for decision making and to guide the work of the id job informed the assessment results, give recognition to outstanding achievements. 2, stick to the Center, improving quality, gooof government supervision examination once a year, the city government offices will County (district) and the sector ranked, To improve the appraisal system, the future system pointing, giving work to some extent, give notice of criticism. -udes, fingersupervision of the Municipal Government will inform the quarterly summary, not paying attention to the supervision work attitsion, dback a pieces, not drag not pressure. To implement the reporting system, on the County (district) and departments of superviin provides time within settles and report; on NPC Representative recommends, and CPPCC members proposal to handle a, and fee, to , to in January within will implementation situation to municipal government feedback; on proposed clear time requirements ofin half months within to municipal government feedback results; on situation complex, and workload big of supervision matters ion depth. Should be good through the phenomena of nature, things hidden behind deepmatters toangle to collect and report information, reflecting not only the phenomenon also reflects the essence. "Deep" is the informat-ranging and multi-round, wide-n, allrmatio 并拢，双膝与双脚的根部紧靠在一起;两脚呈V状分开，身体的重量平均分布在两条腿上。 从正面看，主要特点是头正、肩平、身直。从侧面看，主要轮廓为挺胸、收腹、腿直。 采取标准站姿，会使人看起来稳重、大方、挺拔。 (二)标准走姿 1、步伐适度。乘务员在行走时，最佳的步伐是一脚之长。即男同志每步40厘米、女同志36厘米左右。 2、速度均匀。对乘务员来讲，特定情况下速度可以有些变化，但标准应保持相对稳定不宜过慢或过快。一般乘务员每分钟行走60-100步都是比较正常的。 3、身体协调。乘务员在行走时，身体各个部位之间必须进行完美的配合。行走时要先着地，双臂要在身体两侧一前一后自然摆动。 4、步态优美。在行走时，膝盖和脚腕都要富于弹性，两臂自然轻松地前后摆动，男专运乘务员要有阳刚之美，昂首挺胸，步伐轻松而矫健。女专运乘务员则应显得温婉动人，体现其轻盈、妩媚的特质。 行走 1 、车厢过道 一般应靠右行。不要漫不经心，大摇大摆。 2 、同向行 遇领导时，宜主动站立一旁，让其先行。原则上走在他们的后边或左边。不得已要超过时，须先致歉意，再加紧步伐左侧超越。 3 、相向行 对面遇领导及随行人员时，要微笑点头致意或问好，要礼貌让路。 (三)标准坐姿:头正目平，下颔微收、嘴微闭、面带微笑，两肩放松，上身正直，挺胸收腹，两手分放在腿上，女同志双手叠放在腿上(双腿叠放时:上腿紧贴下腿，脚尖 -ranging and multi-round, wide-comprehensiveness of the information, all ve any false contents, not to misrepresent and false positives, as well as news, more news. "Full" is to pay attention to thenot hanment departments at all levels, must come from objective reality and reflect things as they are, must be realistic and must i", is to ensure the authenticity of information and improve the relevance of information. Information submitted to the Gover"Quas d to wrong decisions. Improve the quality of information, our focus is "accurate, full and deep, precise, fast" on hard work.ty is the life of information, a good piece of information to help decision making, a distortion of the information could leaQualidevelopment orientation, the sign problem and forecast information. Second, to strive to improve the quality of information. es, new experiences, new issues, important social conditions and public opinion, major emergencies and of economic and socialtiativ. At present and for a time, information report focuses on, the city's economic and social development of, new ideas, new inithe policy makers working in the information point of view and research issues, the basic premise of this is doing a good jobmaking. Therefore, comrades from -arious reflecting and implementation, provides support for leadership judgment and sound decisione the decision, to collect information, provide the basis for scientific leadership decision; after the decision to collect vthe characteristics of services for leaders. Office property determines the features of Office information work. Befor5e. At work, one is to highlightOfficcontent. Timely, accurate information to the municipal government, and departments at all levels is an important work of the and to guide the work of the important means of leading organs with practice, social, the masses, improved style of importantaking Center, improving quality, good job information. Complete control of information is both levels of Government, for decision mtrict) and the sector ranked, informed the assessment results, give recognition to outstanding achievements. 2, stick to the ices will County (disTo improve the appraisal system, the future system of government supervision examination once a year, the city government off pointing, giving work to some extent, give notice of criticism. -to the supervision work attitudes, finger ntiont) and departments of supervision, supervision of the Municipal Government will inform the quarterly summary, not paying atteproposal to handle a, and feedback a pieces, not drag not pressure. To implement the reporting system, on the County (distric embersosed clear time requirements of, to in provides time within settles and report; on NPC Representative recommends, and CPPCC mload big of supervision matters, to in January within will implementation situation to municipal government feedback; on propwork things hidden behind deepmatters to in half months within to municipal government feedback results; on situation complex, and ly the phenomenon also reflects the essence. "Deep" is the information depth. Should be good through the phenomena of nature,angle to collect and report information, reflecting not on 朝下)，两脚平落地面。坐在椅子的三分之二处、不宜靠椅背。 入座时，走到座位前面转身，要轻而缓，右脚后撤半步，从容不迫德慢慢坐下，然后左脚跟上与右脚并齐。女专运乘务员在入座前应用手把裙子向前拢一下。 荀子说:礼者，养也。规范服务礼仪，意在通过它的推广从而提高服务行业的服务质量。一则需要规范，二则需要坚持，三则需要人人共同努力。 ality of information, our focus is "accurate, full and deep, precise, fast" on hard work. "Quasi", is to ensure the authentiche qua good piece of information to help decision making, a distortion of the information could lead to wrong decisions. Improve t roblem and forecast information. Second, to strive to improve the quality of information. Quality is the life of information,sign ps, important social conditions and public opinion, major emergencies and of economic and social development orientation, the tion report focuses on, the city's economic and social development of, new ideas, new initiatives, new experiences, new issueemise of this is doing a good job. At present and for a time, informamaking. Therefore, comrades from the policy makers working in the information point of view and research issues, the basic pr-, provides support for leadership judgment and sound decisiontationormation, provide the basis for scientific leadership decision; after the decision to collect various reflecting and implemenservices for leaders. Office property determines the features of Office information work. Before the decision, to collect infthe characteristics of 6ton to the municipal government, and departments at all levels is an important work of the Office. At work, one is to highlighormatimportant means of leading organs with practice, social, the masses, improved style of important content. Timely, accurate infinformation. Complete control of information is both levels of Government, for decision making and to guide the work of the id job informed the assessment results, give recognition to outstanding achievements. 2, stick to the Center, improving quality, gooof government supervision examination once a year, the city government offices will County (district) and the sector ranked, To improve the appraisal system, the future system pointing, giving work to some extent, give notice of criticism. -udes, fingersupervision of the Municipal Government will inform the quarterly summary, not paying attention to the supervision work attitsion, dback a pieces, not drag not pressure. To implement the reporting system, on the County (district) and departments of superviin provides time within settles and report; on NPC Representative recommends, and CPPCC members proposal to handle a, and fee, to , to in January within will implementation situation to municipal government feedback; on proposed clear time requirements ofin half months within to municipal government feedback results; on situation complex, and workload big of supervision matters ion depth. Should be good through the phenomena of nature, things hidden behind deepmatters toangle to collect and report information, reflecting not only the phenomenon also reflects the essence. "Deep" is the informat-ranging and multi-round, wide-n, allrmatiomisrepresent and false positives, as well as news, more news. "Full" is to pay attention to the comprehensiveness of the infot come from objective reality and reflect things as they are, must be realistic and must not have any false contents, not to s, musity of information and improve the relevance of information. Information submitted to the Government departments at all level