第一章 客运乘务基础知识···································································································· 1
第一节 客运乘务工作的意义································································································ 1
第二节 旅客列车分类及编组································································································ 2
第三节 旅客列车乘务组工作································································································ 6
第二章 客车设备··············································································································· 13
第一节 概 述·················································································································· 13
第二节 客车内部服务设施·································································································· 29
第三节 客车安全设施········································································································ 36
第三章 旅客列车乘务作业·································································································· 48
第一节 车厢服务··············································································································· 48
第二节 列车广播··············································································································· 54
第三节 餐车经营··············································································································· 58
第四节 列车服务质量管理·································································································· 64
第四章 客运服务礼仪和技巧······························································································· 90
第一节 概 述·················································································································· 90
第二节 客运服务的基本礼仪······························································································· 95
第三节 涉外旅客服务······································································································· 104
第四节 客流高峰期的旅客服务·························································································· 109
第五章 列车长工作·········································································································· 115
第一节 列车长的条件和素质····························································································· 115
第二节 列车长客运业务··································································································· 117
第三节 列车班组管理······································································································· 131
第四节 列车运输收入管理································································································ 137
第六章 列车行包运输······································································································· 142
第一节 行包运输方案······································································································· 142
第二节 行包的装卸和交接································································································ 145
第三节 行包的运送·········································································································· 152
第七章 旅客运输安全及应急处理······················································································ 160
第一节 概 述················································································································· 160
第二节 列车乘务员作业安全····························································································· 166
第三节 旅客发生急病和意外伤害处理················································································ 168
第四节 非正常情况的应急处理·························································································· 172
参考文献·························································································································· 187
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