铁路特殊重点旅客服务对策研究

Research on Service Strategies of Railway Special Key Passengers

我国高速铁路运营里程位居世界第一,站车设备和服务设施日趋智能化,旅客从购票、进站、乘车到出站的全程旅行中,自助服务程度不断提高。但对于出行困难的特殊重点旅客群体,仍需在客运服务人员全方位专业帮助下,才能顺利完成高质量的旅行。客运服务人员为特殊重点旅客提供人性化、个性化服务,具有十分重要的意义。从研究特殊重点旅客服务现状、现存问题出发,分析研究服务策略,充分体现人文关怀,真正实现特殊重点旅客安全出行、便捷出行、愉快出行。

The operation mileage of high speed railway in China ranks the first in the world,and the equipment and service facilities of railway sta tions are becoming more and more intelligent.The level of self-service has been continuously improved in the whole journey from ticket purchase,arrival,and departure.However,special key passengers who have difficulties in traveling still need fully professional help from service personnel to accomplish the high quality travel.Therefore,it is of great significance for passenger service personnel to provide humanized and personalized ser vices for special key passengers.This paper starts from the study of the current situation and existing problems of special key passenger services,an alyzes and researches the service strategies,fully embodies the humanistic care,to truly accomplish safe,convenient and pleasant travel for special key passengers.