铁路客运站售票岗位作业李秀聪92课件

主讲人：李秀聪Presenter:LiXiucong铁路客运站售票岗位作业TicketingPositionOperationsattheRailwayPassengerTrafficStation一看二输三核四盖五交五字退票法I.LookII.EnterIII.CheckIV.StampV.GiveFive-wordRefundMethod五字退票法EmergencyEmergencyEmergencyEmergencyEmergencyFive-wordRefundMethodEmergencyEmergencyEmergencyEmergencyEmergency看票面日期、车次、发到站、票价、有效期选择退票理由，将票面信息输入计算机确认票面内容和计算机一致在票面上加盖“退”字章将应退款、退票报销凭证（银行卡、持卡人存根联消费凭条）一起交旅客一看二输三核四盖五交Lookatthedate,trainnumber,departureandarrivalstations,fare,andexpirationdateontheticket.Selectthereasonfortherefundandentertheticketinformationintothecomputer.Confirmthatthecontentsoftheticketandthecomputerareconsistent.Stamptheword"refund"ontheticketsurface.Givetherefundandreimbursementvouchers(bankcard,cardholderstubcoupon)tothepassengertogether.I.LookII.EnterIII.CheckIV.StampV.Give看票、证是否符合退票条件（看票面日期、车次、发到站、票价、有效期，有无行李戳记及“禁退”标志；旅客提供的身份证件是否与实名制车票票面所载一致；有无卡购、网购的标记；发现问题要问清车票来历、票价及退票原因）。判断退票方式，告知相关规定一看I.Look五字退票法Five-wordRefundMethodLookwhethertheticketandthecertificatemeettheconditionsforrefund(LookattheDeterminethewayofrefundingtickets,andinformthepassengertherelevantregulations.thedate,trainnumber,departureandarrivalstation,fare,expirationdate,whetherthereisaluggagestampand"noreturn"sign;whethertheidentitydocumentprovidedbythepassengerisconsistentwiththatcontainedinthereal-nameticket;whetherthereisacardpurchase,onlinepurchasemark;Iffindingtheproblem,askabouttheoriginoftheticket,thefareandthereasonfortherefund).正确选择退票理由，将原票信息输入计算机二输II.Enter五字退票法Five-wordRefundMethodChoosethecorrectreasonfortherefundandentertheinformationoftheoriginaltickettothecomputer.核对票面信息和系统显示是否一致(实名制车票还要核对身份信息，按确认键，并注意核对退票理由)现金退票:确认退票，按系统显示净退款额，核清退款银行卡支付、电子支付:刷卡退款时，需核对银行卡的卡号与POS机上显示的卡号是否一致。打印“受理单”，旅客在商户存根联签字确认并收回存留三核III.Check五字退票法Five-wordRefundMethodCheckthattheticketinformationandthesystemdisplayarethesame.(Forreal-nametickets,alsochecktheidentityinformation,presstheconfirmationbutton,andpayattentiontocheckthereasonforrefund).Cashrefund:confirmtherefund,andverifytherefundfeeaccordingtothenetrefundfeedisplayedonthesystem.Bankcardpaymentandelectronicpayment:whenswipingacardforarefund,itisrequiredtocheckwhetherthecardnumberofthebankcardisconsistentwiththecardnumbershownonthePOSmachine.Printthe"acceptancesheet".Thepassengersignonthemerchantstubtoconfirmandretrievetokeepit.在票面上盖“车票已退/退”字章，在退票费报销凭证上盖站名章、个人名章、日期章，收回原票(及客运记录)并妥善保管四盖五字退票法Five-wordRefundMethodStamp"TicketRefunded/Refunded"ontheticketsurface,stampthestationname,personalnameanddateontherefundfeereimbursementvoucher,retrievetheoriginalticket(andpassengerrecords)andkeepitproperly.将所退车票按序存放AirconditioningAirconditioningIV.Stamp四盖IV.Stamp五字退票法Five-wordRefundMethod现金退票:将退票款、退票费报销凭证、旅客证件交给旅客银行卡支付、电子支付:将退票费报销凭证、银行卡、客户存根、旅客证件交给旅客，并告知相关规定五交V.GiveFive-wordRefundMethodandIDcardtothepassengerandinformthemofrelevantregulations.Cashrefunds:givetherefunds,redundfeereimbursementvouchersand