高铁服务质量“提速”的思考

高铁在我国的快速发展,正在给公众的生活带来巨大的改变,高铁的服务质量成为人们日益关注的话题。针对目前高铁服务中存在的服务意识淡薄、服务过程设计的缺陷以及服务失误管理不力等质量问题,提出了树立"以顾客为中心"的服务观念,管理顾客期望,设计服务蓝图优化服务过程,积极实施服务补救等提高高铁服务质量的对策措施。

Contemplation of the Bettering the Service Quality of High-speed Rail

The rapid development of high-speed rail in China these years has brought about a lot of magnificent changes in people’s life and thus its relevant improvements especially that of its service quality are being focused by more and more people.By virtue of the lack of service consciousness,misconducts and imperfect management and the like problems caused in the process of serving,this essay puts forward several proactive remedies to cure the existent maladies,including the sense of service centering on customers,management of customers’anticipations,proceeding optimization through drawing up service blueprints profoundly and essential implement of service rectification.