1. How should passengers greet them when seeing them off?

Answer: Passengers should smile and nod, look kindly and softly, bow 30, and use greeting words-"Hello!" "Please come in!" "Please walk slowly!" Greeting passengers at farewell is to let them know that we are aware of their existence and welcome them.

2. What problems should passengers pay attention to when passing by the passengers who are talking face to face at the entrance?

A: In this case, the passenger service personnel must not pass the passengers. They can greet two passengers with a smile, let them sit first, then pass, or bypass one of them.

3. What should passengers do if their makeup falls off due to weather, working environment and other reasons?

Answer: At this time, passenger service personnel should not bring residual makeup to work, but should go to the bathroom or unmanned area to make up makeup in time to maintain a good service image. Remember, you can't take out your cosmetic box to decorate the mirror in public, let alone put on your makeup in front of your male colleagues, because it is very impolite to others and yourself.

4. What are the requirements for the work makeup of female passenger service personnel?

Answer: (1) The color of lipstick should be bright. Don't use pearlescent lipstick and unhealthy lipstick.

(2) the color of the eyebrows should be close to the color of the hair, and the trimming should be beautiful and neat. Eyebrow pencil should be black or dark brown.

(3) When using eye shadow, the color should be consistent with the uniform.

(4) When drawing eyeliner, the color should be black or dark brown.

(5) Perfume is limited to fragrance and elegance, not too fragrant or too strong. You can wear perfume to keep your breath fresh.

(6) Hands should be kept clean and sanitary, nails should be trimmed neatly and beautifully, nails should be kept flesh-colored, and transparent nail polish can be applied, but there should be no shedding. The length of painted nails shall not exceed 3mm, the length of unpainted nails shall not exceed 2mm, and the length of nails shall be consistent.

5. What should the male passenger pay attention to before hair modification?

Answer: (1) Don't have too long hair, don't cover your forehead at the front, don't cover your ears at the side, don't cover your collar at the back, and don't leave big sideburns, let alone shave your head.

(2) The hair should be clean, shiny and free of dandruff.

(3) The hairstyle should be properly trimmed, neatly combed, and shaped with hair gel and mousse, and there should be no unkempt feeling.

(4) Hair should be black or natural color, and wigs are not allowed.

6. What should female passengers pay attention to before hair modification?

Answer: (1) Hair should be clean, shiny and free of dandruff.

(2) Short hair shall not be shorter than two inches, and the longest hair shall not exceed the bottom line of the collar. Keep your bangs above your eyebrows, and don't cut strange hairstyles.

(3) Any hairstyle should be neatly combed and shaped with hair gel and mousse, and there should be no unkempt appearance.

(4) Hair should be black or natural color, colored hair should not be dyed, and wigs should not be used.

7. What problems should passengers pay attention to when checking in?

Answer: (1) When checking in, the word "please" should be kind and polite, such as "Please show me your ticket" and "Please keep your ticket, thank you". It is forbidden to use blunt and indifferent language such as "check the ticket, take it out", "why not buy the ticket" and "make up the ticket".

(2) If you encounter indifferent or uncooperative passengers, whatever the reason, you can't ignore them. We can raise the volume a little and say kindly, "Sir/Madam, please show me your ticket. If you don't come to make up the ticket, you can go through the formalities of making up the ticket. " As long as we are reasonable and kind, passengers will show their tickets.

8. What is the operating standard of "smile service" for passengers?

A: The corners of the mouth are slightly upturned, which makes the lips slightly curved. You can laugh without touching your nose or laughing. When you smile, your eyebrows should be stretched naturally, raised slightly, your eyes soft and shiny, and your eyes slightly open. When you smile, try to be consistent, kind and natural.

9. What is the standardized practice for passengers to bow to passengers?

Answer: (1) When bowing, smile, put your feet together, slightly separate your toes, put your hands and fingers together, and cross each other. Put your right hand on your left hand, naturally hanging in front of your abdomen, with your waist as the axis, your head, neck and back in a straight line, and bend under your waist. When the upper body is raised, it is slightly slower than when squatting; The line of sight moves with the movement of the body, and the order of the line of sight is: eyes-feet-passengers' eyes.

(2) When thanking passengers or returning gifts, bow 15.

(3) When welcoming important passengers, bow 30.

(4) When apologizing to passengers, bow 45.

10. How should the carrier deliver the goods to the passengers?

A: First of all, passengers should pass pens and other items with both hands, and try to use the right hand when both hands cannot be used.

Second, pay attention to your sharp edges.

Finally, take the initiative to find the passenger to deliver the goods, and then let go after the other party picks it up.

1 1. What is the standard standing posture of passengers at work?

Answer: female: her feet are together, her right foot is slightly backward, her toes are separated into a "D" shape, her hands are crossed and clenched, and her right hand is stacked on her left hand, which naturally hangs in front of her abdomen.

Male: Feet are shoulder width apart, toes are slightly abduction, hands are behind your back, your left hand is half clenched, and your right hand is holding your left wrist.

12. What is the correct gesture of passengers when guiding them?

Answer: When the passenger service personnel indicate the direction, the fingers are close together, and the small arm drives the big arm, and the height of the big arm is adjusted according to the indicated distance, so that the body naturally rotates in the indicated direction and the eyes are consistent with the indicated direction; When the forearm contracts, it naturally contracts in an arc to the inside of the body. Don't point to the direction or passengers with one hand.

12 What is the correct gesture of passengers when they are asked to sit down?

Answer: The correct gestures of passengers are: fingers together, arms extending obliquely downward, palms facing each other, fingertips pointing to the chair surface, and body leaning forward slightly to show respect.

14. What problems should transport personnel pay attention to when guiding passengers to walk?

Answer: (1) When guiding passengers, the passengers should walk in front of them 1m or so, and always pay attention to whether the passengers are with them, and the traveling speeds are coordinated with each other.

(2) Take care of reminders in time. When guiding passengers, take each other as the center everywhere; When passing through a bend or an obstacle, be sure to remind the other party.

(3) Take a correct posture. When you ask the other person to start marching, face the other person and lean forward slightly; When talking to passengers or answering questions from the other side, the head and upper body should turn to the other side.

15, what kind of squatting posture should people take when picking up things on the ground?

A: When picking up objects on the ground, you must not bend down. When squatting, one leg is in front, the other leg is behind, the legs are close together, the hand is gently placed on the knee, and the hand placed on the calf is used to take things. Try to keep your back straight, squat lightly and squat straight.

16. How should transporters avoid oncoming passengers?

Answer: Don't walk in front of passengers when they are walking opposite them. Take the initiative to stop, signal to give way, do not grab the road or parallel with the passengers.

17. How to use pallets correctly when passengers need to transport more articles?

Answer: When using the tray, hold the back half of the tray with both hands, hold the inner edge of the tray with your thumb, and hold the bottom of the tray with the other four fingers; The height of the tray should be above the waist and below the chest, and the tray should be flat and slightly inclined inward; The items placed on the tray should not be too high, but should not exceed the chest.

18. What is the standard walking posture? What problems should we pay attention to at the same time?

Answer: The standard walking posture of passengers is chest and abdomen, chest and head up, looking straight ahead, standing upright naturally, swinging your arms naturally or folding your hands in front of you, walking in the same straight line on the inside of your feet, not swinging from side to side, not being too heavy, too big or too hasty. At the same time, in the process of inspection, it is necessary to reduce the interference to passengers, don't look around blankly, and greet passengers with a smile under special circumstances and ask if you need help.

19. What should the staff do if they find passengers in need?

Answer: When passengers notice that a passenger needs help, they should take the initiative to step forward, keep eye contact, care about asking questions, put their hands in front of them naturally, keep a proper distance from the passengers, and ask in a gentle voice, "Hello, what can I do for you?" We should let the passenger know that we understand his needs and are willing to help. We should not turn a blind eye.

20. How to use your eyes correctly when talking with passengers?

Answer: When talking with passengers, passenger service personnel usually pay attention to the middle triangle area of the passenger's face, that is, between the eyes and the mouth. Avoid looking passengers up and down, looking away or looking away.

2 1. What etiquette rules should be observed when talking with passengers?

Answer: (1) When talking with passengers, you should face each other, keep a distance of 45~ 100cm from them, and don't get too close to passengers to avoid offending them.

(2) Stand upright and adjust your posture and height by slightly bending or squatting.

(3) Look at each other and show respect.

(4) Listen to the passengers actively, don't look around and be absent-minded.

(5) Speak clearly, with gentle tone, elegant words, moderate volume and sincere attitude, giving each other a sense of consideration and trust.

(6) If it is necessary to interrupt the passenger's speech, wait for the other party to say "I'm sorry" before explaining.

(7) Passengers who often take the train should take the initiative to greet and welcome.

(8) Try to meet the reasonable requirements put forward by passengers, and patiently explain what is not done well. We must fulfill our promise to the passengers and keep our promise.

(9) Don't ask about tourists' privacy, especially age (mostly female guests), salary income, clothes price, etc. Foreign tourists.

22. What etiquette should be paid attention to when shaking hands?

Answer: you should extend your right hand generously, don't be coy and put it in the tiger's mouth at the same time; Grasp the strength of handshake, neither too heavy nor too light, and the strength is seven points; Smile at each other; When shaking hands, communicate with each other in language, such as "hello!" Finally, control the handshake time, which should not be too long, and end in 3~5s.

23. How should passengers listen to their complaints?

Answer: Passengers should stop what they are doing, look directly at each other and show their ears with a caring expression. Passengers should patiently and tirelessly listen to passengers' requests or opinions, and avoid perfunctory and absent-minded at this time. At the same time, feedback should be given in time to achieve the purpose of correctly understanding the true meaning of the other party.

24. What etiquette norms should passengers pay attention to when saluting?

Answer: Passenger service personnel should wear uniforms, hats and stand well. The palm of the right hand should be stretched horizontally, parallel to the forearm, with the five fingers together. The thumb should be slightly bent and attached to the index finger, and the arm should be raised, so that the tip of the middle finger can touch the brim of the hat for two or three seconds. If you wear plain clothes or uniforms and don't wear a hat, you should bow or nod.

25. What are the welcome etiquette in VIP room service?

Answer: When guests arrive, they should take the initiative to greet them, bow to them and guide them to their seats. Important guests should be greeted at the entrance of the hall. When guiding the guests, walk in front of the guests on the right and keep a distance of two or three steps. Guide the guests to their seats, open the seats with your hands lightly and nimbly, and invite the guests to sit down. If there is a sofa in the living room, you can treat everyone directly with gestures.

When the guests leave, send them off warmly. You should walk behind the guests when seeing them off. Keep a distance of two or three steps, send the guests to the door and say goodbye kindly. If the welcoming guests take the bus, take the initiative to open the door for them Important guests should help move things and put them in the car. When the car starts, you should smile and wave goodbye to the guests. Sending guests can help with luggage and sundries, but don't help with briefcases or handbags.

26. What are the etiquette for offering tea to guests in VIP room service?

Answer: When serving tea, you should make tea in the other room before sending it. When putting tea leaves,

Use a tea spoon instead of holding it directly with your hands. When offering tea to guests, use your hands to avoid touching the mouth of the teacup with your fingers. Dry the bottom of the cup with a towel. When you continue tea, you should take the cup off the table a few times to avoid falling on the table and soiling the guest's coat and hat. When you pour tea for the first time, you can't fill it up, and it is appropriate to have about 50%. Tea should be refilled in time, and you can't wait for the guests to finish drinking before pouring water. Only 80% of tea can be filled at a time, which is convenient for guests to drink.

27. What service skills do passengers need to master in information service?

Answer: (1) When the passenger asks, the service staff should smile at his face and politely ask, "Do you need help?" In this way, passengers' anxiety and anxiety will be quickly eliminated, and the two sides can communicate in a harmonious atmosphere.

(2) When the passengers ask questions, the service personnel should enthusiastically answer the passengers' questions. When someone asks a question on the road, you should stop and ask him/her, "What can I do for you, sir/madam?" To show the sincerity and goodwill of the service personnel.

(3) When answering passengers' inquiries, don't talk nonsense about things that you don't know or are uncertain, and perfunctory to deal with passengers. Passengers should be taken to the information desk or related posts for consultation until they are satisfied, and strive to complete the inquiry from beginning to end.

(4) When passengers ask for directions, if the service personnel know it, they should tell each other clearly and in detail how to get there, and draw a road map if necessary; If the service staff doesn't know, they can say, "I'm sorry. Sir, madam, I'm not sure about this place, but you can go to the station information desk and ask the staff there to check the map for you, okay? " At this time, the service personnel should immediately take the passengers to the information desk, or clearly instruct the passengers how to get to the information desk.

(5) In the inquiry service, we should try our best to ask questions without getting tired, and answer without answering. It is necessary to accumulate rich knowledge, including mastering the basic business knowledge of this position and summarizing, accumulating and understanding the business knowledge of other related positions. We should also collect and pass on more extended knowledge about transportation, tourism, shopping, catering, accommodation and medical care. In order to avoid embarrassment in front of passengers and worry about them.

28. What should passengers do when asked by several passengers?

A: If there are many passengers asking questions, you should take your time and answer them one by one, instead of just paying attention to them.

One, snubbing others. You can say, "Don't worry. I'll solve your problems one by one, okay? "

29. How should the passenger station serve the disabled passengers?

Answer: (1) Arrange passengers near the ticket gate and take the initiative to help them sit down.

(2) After the passengers are seated, they should take the initiative to send pillows or blankets to the injured person's armpits.

(3) For passengers with foot injuries, legs and other lower limb disabilities, they should put small cartons and other items on their lower limbs in time when sitting, so as to make them feel comfortable as much as possible.

(4) When serving disabled passengers (especially those who have just been injured), passenger service personnel should keep a normal state of mind, so as not to hurt their self-esteem, and can understand the needs of passengers through their peers.

(5) Passengers should take the initiative to provide help when using the restroom.

(6) Ask the passengers if they need a wheelchair, and the service will not be over until the passengers get in the wheelchair and hand it over to the conductor.

30. How should passengers serve VIP passengers?

Answer: (1) You should know the position and service preference of VIP passengers and provide them with personalized service.

(2) When the passengers are waiting for the bus, hang up the clothes in time and indicate the seat number.

(3) On behalf of the team, the flight attendants delivered a welcome speech to the passengers, indicating that they were deeply honored to serve them and served them wholeheartedly.

(4) Take the initiative to ask the entourage to know about the ride of VIP passengers.

(5) When passengers need a rest, offer help on their own initiative. Passengers should bring hot towels and tea when they wake up.

(6) in the waiting, reduce unnecessary interference to the guests. If passengers do not need to provide services, passengers should do a good job of handover to avoid repeated inquiries.

(7) Help the passengers to carry their luggage and give it to their entourage when seeing them off. Say goodbye sincerely and look forward to continuing to serve them in the future.

(8) When chatting with VIP passengers, avoid topics involving trade secrets or politics.

3 1. How should passengers serve VIP passengers?

Answer: (l) Don't ignore the entourage of VIP passengers, and all services should take precedence over ordinary passengers.

(2) The entourage is a person who is closely related to the VIP passengers. If there are seats available, you can ask for the opinions of VIP passengers and arrange them to sit together.

(3) Take the initiative to provide newspapers, tea and other services for the entourage.

(4) Communicate with the entourage at any time and provide corresponding services for VIP passengers in time.

(5) The personnel on duty and passengers need to observe and ask the entourage's satisfaction with the service quality of the station at any time.

32. How should passengers serve pregnant women?

Answer: (l) For pregnant women, blankets should be provided under the abdomen, and more cleaning bags should be provided. Ask pregnant women how they feel about waiting for the bus and take care of them at any time.

(2) When getting on the bus, passengers can help passengers pick up their luggage and deliver it to the door of the car.

(3) When getting off the bus, the flight attendant can assist passengers to carry luggage and send it to the door.

33. How should passengers serve children?

Answer: (1) Children need to bend down to show their welcome and affection when waiting for the bus. For the children who take the bus for the first time, tell the accompanying personnel not to let the children run around casually during the waiting period to avoid getting lost.

(2) According to the existing conditions of the waiting room, provide some reading materials, toys, sweets and so on that children like and are interested in.

(3) Actively provide pillows for the baby.

(4) Take the initiative to help the escort with the baby to carry personal belongings and put them (prompt adults to take out what the baby needs in advance and put them in a convenient position).

(5) When eating, remind passengers to pay attention to the drinks (especially hot drinks) on the coffee table to avoid spilling them on the baby. At the same time, take the initiative to ask adults whether they need to prepare food for their babies, whether they need to make milk powder, when they need to make it, and whether they have special needs. Wrap the washed bottle with a small towel or napkin and give it to the baby's mother.

(6) When providing tea service, it should be provided to the guardian and then handed over to children or babies, and the cold drink service should also provide straws.

(7) Passengers with babies need their constant attention, but they should not take the initiative to hold the baby unless they ask the flight attendant for help.

(8) The baby should change clothes in the bathroom. If you change in your seat, you can put a blanket on the passenger seat and prepare a cleaning bag in order not to affect other passengers. Please ask mom to wash her hands or wipe her hands with a hot towel after changing.

(9) When getting on and off the bus, help the baby's entourage to sort out their belongings and help them get on and off the bus.

34. How should passengers serve the elderly passengers?

Answer: (1) When you meet elderly passengers, you need to help them get on and off or take them to their seats.

(2) Older passengers are prone to catch cold in their legs and need to provide blankets on their own initiative. When helping to cover the blanket, you should pay attention to cover your feet and legs, or raise your lower limbs appropriately.

(3) Old people often can't hear the radio clearly because of their poor hearing. Passengers should take the initiative to inform them of the broadcast content and introduce the location of service equipment and toilets.

(4) If the elderly need to go to the toilet, they should meet it in time and help put away the toilet paper.

(5) When providing tea for the elderly, the volume should be increased appropriately, and the varieties of drinks should be introduced actively to remind passengers which drinks contain sugar; Older travelers should take the initiative to remind them that orange juice is slightly sour when needed.

(6) Take the initiative to help the elderly or passengers who don't wear reading glasses to fill in the comment card.

(7) Remind the elderly to carry personal belongings with them, and make a good handover with the personnel at the pick-up and drop-off station when getting on and off.

35. How should passengers serve obese passengers?

A: (1) Actively help obese passengers put their luggage.

(2) If conditions permit, take the initiative to adjust wider seats for them.

(3) Obese passengers are generally afraid of heat. Passengers should actively adjust ventilation holes and provide wet towels or ice water to lower their body temperature.

(4) Try to avoid putting obese passengers in seats near the aisle, so as not to affect the traffic of surrounding passengers.

36. How should passengers serve deaf-mute passengers?

Answer: (1) Know the passenger's arrival, and tell the passenger the name of the destination station, arrival time, transfer times and time with gestures or words.

(2) Tell passengers how to use peripheral equipment, the location of the bathroom, etc. With gestures or by writing and writing.

(3) Observe passenger demand at any time and provide services for passengers in time.

37. How should passengers serve unaccompanied children (the railway agrees to travel alone)?

A: (1) Provide tourists with toys, children's books, playing cards, chess, checkers and other cultural and recreational articles.

(2) Designate a special person to serve and pay attention to and help passengers at any time.

(3) When released to the station, wake the sleeping passengers and do a good job of handover.

38. How should passengers serve passengers who use crutches?

Answer: Pay attention to observation. When you find a passenger standing or going to the toilet, you should hand him a crutch as soon as possible and give him enthusiastic help and guidance.

39. How should passengers serve passengers with heavy luggage?

Answer: (1) Try not to keep things for passengers. If it is necessary to keep the articles under special circumstances, passengers should be reminded to take out the valuable and fragile articles, and the passengers should confirm the luggage storage location in person to remind passengers not to forget to take them away.

(2) Remind passengers to take good care of valuables such as laptops.

(3) Arrange the luggage of special passengers where they can see or take it easily.

(4) When passengers carry overweight, oversized or bulky luggage, and the luggage rack of the train cannot be placed, they should promptly persuade and assist passengers to check their luggage and remind them to take out valuable and fragile items.

40. What problems should passengers pay attention to when providing tea service for passengers?

Answer: (1) Tea should be kept at a certain temperature, and it is forbidden to provide "warm water" for passengers. When the tea served is cold for too long, it should be replaced for passengers.

(2) provide tea for the child's guardian.

(3) When providing tea, in order to prevent slipping and avoid scalding passengers, a paper towel can be placed between the saucers under the cup.

(4) Pay attention to the waiting passengers at any time, so as to provide our services before the passengers speak, for example, when the tea in the passenger's cup is almost finished, ask if it is necessary to add tea. Don't wait until all the tea is finished before adding it to the passengers.

4 1. What are the standardized ways to welcome guests?

Answer: (1) Please tidy up your personal gfd again before welcoming guests.

(2) Take the initiative to greet passengers and help the elderly and special passengers with their luggage; When you meet a child, bend down and say hello to him. You can touch your child's head or shoulders to show your love.

(3) Take the initiative to arrange luggage for passengers.

(4) euphemistically guide passengers and arrange seats.

(5) When it is found that passengers bring their own travel teacups, ask passengers whether they need to add tea.

(6) When there is sweat or rain on passengers, deliver small towels, napkins or wet tissues in time.

(7) When passengers are eating their own food (including pills), they can ask whether they need paper towels or wet paper towels.

(8) Observe passengers carefully, and give timely care and help to passengers who look abnormal and feel unwell.

42. What are the standardized practices of passenger transport?

Answer: (1) Remind passengers to take their belongings with them.

(2) Take the initiative to help the elderly, the weak, the sick and the disabled passengers, such as sending passengers with physical disabilities on and off in wheelchairs.

(3) When seeing off passengers with more luggage, appropriate help should be given.

(4) When passengers pick up the net bag, towels can be provided to prevent passengers from choking.