旅客列车客运乘务

目   录**章  客运乘务基础知识···································································································· 1**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**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**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**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**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**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**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