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客運服務的基本要求有哪些?

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正確答案:

( 1)遇到乘客在車站控制室外需要問詢、幫助時,行車值班員要根據車站控制室的實際情況,起立或端坐原位解答詢問;看到乘客后應面向乘客,微笑、點頭,處理完乘客事務后,以“請慢走”結束,并單手斜抬起送別。

( 2)當乘客反映自動售票機出現少找零、少出票、吞幣等情況時,值班員應禮貌回復: “請您稍后,我立即查看設備記錄” 。根據記錄按照規定辦理。

( 3)當發生車殼受傷事件時,值班員要及時了解乘客受傷的原因、傷勢情況、設備情況、目擊證人情況等,并向上級匯報。同時對受傷乘客進行安撫,簡單的傷口包扎處理,必要時幫助乘客撥打 120 電話。

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