铁路客运服务补救铁路旅客运输服务课件

铁路客运服务补救RailwayPassengerServiceRemedyRailwayPassengerTransportService铁路旅客运输服务服务补救的意义Significanceofserviceremedy铁路客运服务补救措施Remedialmeasuresforrailwaypassengerservice服务补救的意义Significanceofserviceremedy经历服务失误的旅客,如果经企业努力补救并最终使之感到满意,将比那些问题未被解决的旅客更加忠诚。Passengerswhohaveexperiencedserviceerrorswillbemoreloyalthanthosewhoseproblemshavenotbeensolvediftheyareremediedandfinallysatisfiedbythecarrier.服务补救的意义Significanceofserviceremedy因为服务产品生产与消费的同步性,旅客在购买决策做出前无法检验产品的质量,只能依据相关信息来做出判断,口碑往往成为旅客所依赖的检测依据，这时忠诚度、口碑将会变成盈利性。那些因投诉而使其问题迅速得到解决的旅客与那些投诉但未得到解决的旅客相比,更可能发生再次购买行为。Becauseofthesynchronizationofproductionandconsumptionofserviceproducts,passengerscan'tcheckthequalityofproductsbeforemakingpurchasedecisions,andcanonlymakejudgmentsbasedonrelevantinformation.Wordofmouthoftenbecomesthedetectionbasisthatpassengersrelyon.Atthistime,loyaltyandwordofmouthwillbecomeprofitable.Thosepassengerswhoseproblemsarequicklysolvedduetocomplaintsaremorelikelytobuyagainthanthosewhocomplainbutarenotsolved.铁路客运服务补救措施Remedialmeasuresforrailwaypassengerservice（1）欢迎并鼓励抱怨在一个追求100%服务品质的零缺陷组织中,失误也会发生。服务补救策略的关键就是欢迎并鼓励抱怨。抱怨应该是被预期、被鼓励和被追踪的。抱怨的旅客应该被真正当成朋友看待。Welcomeandencouragecomplaints

Inazerodefectorganizationthatpursues100%servicequality,mistakescanalsooccur.Thekeyofservicerecoverystrategyistowelcomeandencouragecomplaints.Complaintsshouldbeexpected,encouragedandtracked.Passengerswhocomplainshouldbetreatedasfriends.铁路客运服务补救措施Remedialmeasuresforrailwaypassengerservice

（2）快速行动有抱怨的旅客希望得到快速的回应,这要求有适合快速行动的系统和程序以及相关员工。(2)Quickaction

Passengerswithcomplaintswantaquickresponse,whichrequiressystemsandproceduressuitableforrapidactionandrelevantemployees.铁路客运服务补救措施Remedialmeasuresforrailwaypassengerservice（3）公平待客在快速反应时,公平对待每一位客户也至关重要。公平对待包括每一位旅客应得到的权益。权益包括权利和利益。(3)TreatguestsfairlyInrapidresponse,itisalsoimportanttotreateverycustomerfairly.

Fairtreatmentincludestherightsandinterestsofeverypassenger.

Rightsandinterestsincluderightsandinterests.铁路客运服务补救措施Remedialmeasuresforrailwaypassengerservice（4）从补救经历中学习通过追踪服务补救的过程,能够获知在服务系统中需要进行改进的问题。通过进行原因分析,识别出问题的来源,进行过程改进,以彻底解决产生问题的原因。(4)Learnfromremedialexperiences

Bytrackingtheprocessofserviceremediation,problemsthatneedtobeimprovedintheservicesystemcanbelearned.Throughcauseanalysis,identifythesourceoftheproblemandimprovetheprocesstothoroughlysolvethecauseoftheproblem.铁路客运服务补救措施Remedialmeasuresforrailwaypassengerservice（5）从失去的旅客身上学习有效服务补救策略的另一个重要部分是从已经决定离去的旅客身上学习。正式的市场调查可以发现旅客离开的原因,这有助于避免未来的失误。(5)Learnfromthelostpassengers

Anotherimportantpartofaneffectiveservicerecoverystrategyistolear