《城市軌道交通票務(wù)工作》課件-項(xiàng)目二 站務(wù)員(廳巡崗)票務(wù)管理 售票作業(yè)

售票作業(yè)SellingTickets售票作業(yè)SellingTickets節(jié)省進(jìn)站時(shí)間SavingEntryTime自動(dòng)售票機(jī)ATMs梁良LiangLiang主講教師TheSpeaker取代HaveReplaced提高通行速度ImprovingTrafficSpeed節(jié)省運(yùn)營成本SavingOperatingCosts人工售票的方式ManualTicketSales解決異常票卡等票務(wù)事務(wù)Solvingticketingaffairssuchasabnormalticketcards售票作業(yè)SellingTickets梁良LiangLiang主講教師TheSpeaker售票員為乘客售票的工作標(biāo)準(zhǔn)和操作流程Theworkstandardsandoperationalproceduresforticketsellerstosellticketstopassengers售票作業(yè)SellingTickets梁良LiangLiang主講教師TheSpeaker售票作業(yè)SellingTickets售票工作的標(biāo)準(zhǔn)流程TheStandardProcessofTicketSales找零Change操作Operation唱Singing收Collection售票作業(yè)SellingTickets目視乘客，五指并攏做出服務(wù)手勢，微笑著主動(dòng)向乘客問好。Visuallyinspectthepassenger,makeaservicegesturewithherfingerstogether,andgreetthepassengerproactivelywithasmile.售票員TicketSeller收Collection取乘客購票的票款Collectthefareforpassengerstopurchasetickets售票作業(yè)SellingTickets一定要雙手接過乘客的票款以示禮貌。

Besuretoreceivethepassenger'scashwithbothhandsasagestureofpoliteness.注意NoticeBesuretoreceivethepassenger'scashwithbothhandsasagestureofpoliteness.售票作業(yè)SellingTickets唱Singing講出票款金額Statetheamountoftheticketmoney售票作業(yè)SellingTickets乘客未離開客服中心之前，收取的票款一定要放在桌面乘客目光所及之處。Beforepassengersleavethecustomerservicecenter,thecollectedticketmoneymustbeplacedwithinthesightofthepassengersonthedesk.注意NoticeBeforepassengersleavethecustomerservicecenter,thecollectedticketmoneymustbeplacedwithinthesightofthepassengersonthedesk.售票作業(yè)SellingTickets操作Operation正確、迅速地操作BOMOperateBOMcorrectlyandquicklyOperateBOMcorrectlyandquickly售票作業(yè)SellingTickets點(diǎn)擊售票、選擇車站、選擇數(shù)量，將車票放在讀卡器處。

Clickonticketsales,selectstation,selectquantity,andplacetheticketatthecardreader.操作Operation售票作業(yè)SellingTickets五指并攏手指向乘客顯示器，再次重復(fù)車票信息請乘客二次確認(rèn)。

Placefivefingerstogether,pointtothedisplayandrepeattheticketinformationforthepassengertoconfirmagain.操作Operation售票作業(yè)SellingTickets待乘客確認(rèn)后，點(diǎn)擊“售票”屏幕顯示發(fā)售成功。

Afterthepassengerconfirms,clickon"Ticketing"andthescreenwilldisplaysuccessfulticketsales.操作Operation售票作業(yè)SellingTickets找零Change清楚說出找零金額和車票張數(shù)ClearlystatethechangeamountandthenumberofticketsClearlystatethechangeamountandthenumberoftickets售票作業(yè)SellingTickets待乘客離開柜臺1米后方可將桌面上收取乘客的票款放入錢箱中。

Afterthepassengerleavesthecounterfor1meter,themoneycollectedfromthepassengeronthetablecanbeputintothecashbox.售票作業(yè)SellingTickets找零Change為乘客發(fā)售單程票Sellingone-wayticketsforpassengers站務(wù)員的基本必備技能Abasicessentialskillforstationattendants不是站務(wù)員的經(jīng)常性作業(yè)Notbearegularjobforstationattendants售票作業(yè)SellingTickets收取和遞交錢票都必須雙手以示禮貌Collectinganddeliveringmoneyandticketsmustbedonewithbothhandsasasignofpoliteness.按規(guī)范做出服務(wù)手勢Itisnecessarytomakeservicegesturesinaccordancewithregulations.在售票過程中須多次確認(rèn)車票信息Ticketinformationmustbeconfirmedmultipletimesduringtheticketingprocess.售票作業(yè)SellingTickets學(xué)習(xí)后要求能夠按照規(guī)范操作BO