鐵路客運(yùn)服務(wù)補(bǔ)救RailwayPassengerServiceRemedyRailwayPassengerTransportService鐵路旅客運(yùn)輸服務(wù)服務(wù)補(bǔ)救的意義Significanceofserviceremedy鐵路客運(yùn)服務(wù)補(bǔ)救措施Remedialmeasuresforrailwaypassengerservice服務(wù)補(bǔ)救的意義Significanceofserviceremedy經(jīng)歷服務(wù)失誤的旅客,如果經(jīng)企業(yè)努力補(bǔ)救并最終使之感到滿意,將比那些問題未被解決的旅客更加忠誠。Passengerswhohaveexperiencedserviceerrorswillbemoreloyalthanthosewhoseproblemshavenotbeensolvediftheyareremediedandfinallysatisfiedbythecarrier.服務(wù)補(bǔ)救的意義Significanceofserviceremedy因?yàn)榉?wù)產(chǎn)品生產(chǎn)與消費(fèi)的同步性,旅客在購買決策做出前無法檢驗(yàn)產(chǎn)品的質(zhì)量,只能依據(jù)相關(guān)信息來做出判斷,口碑往往成為旅客所依賴的檢測依據(jù)，這時(shí)忠誠度、口碑將會變成盈利性。那些因投訴而使其問題迅速得到解決的旅客與那些投訴但未得到解決的旅客相比,更可能發(fā)生再次購買行為。Becauseofthesynchronizationofproductionandconsumptionofserviceproducts,passengerscan'tcheckthequalityofproductsbeforemakingpurchasedecisions,andcanonlymakejudgmentsbasedonrelevantinformation.Wordofmouthoftenbecomesthedetectionbasisthatpassengersrelyon.Atthistime,loyaltyandwordofmouthwillbecomeprofitable.Thosepassengerswhoseproblemsarequicklysolvedduetocomplaintsaremorelikelytobuyagainthanthosewhocomplainbutarenotsolved.鐵路客運(yùn)服務(wù)補(bǔ)救措施Remedialmeasuresforrailwaypassengerservice（1）歡迎并鼓勵(lì)抱怨在一個(gè)追求100%服務(wù)品質(zhì)的零缺陷組織中,失誤也會發(fā)生。服務(wù)補(bǔ)救策略的關(guān)鍵就是歡迎并鼓勵(lì)抱怨。抱怨應(yīng)該是被預(yù)期、被鼓勵(lì)和被追蹤的。抱怨的旅客應(yīng)該被真正當(dāng)成朋友看待。Welcomeandencouragecomplaints

Inazerodefectorganizationthatpursues100%servicequality,mistakescanalsooccur.Thekeyofservicerecoverystrategyistowelcomeandencouragecomplaints.Complaintsshouldbeexpected,encouragedandtracked.Passengerswhocomplainshouldbetreatedasfriends.鐵路客運(yùn)服務(wù)補(bǔ)救措施Remedialmeasuresforrailwaypassengerservice

（2）快速行動(dòng)有抱怨的旅客希望得到快速的回應(yīng),這要求有適合快速行動(dòng)的系統(tǒng)和程序以及相關(guān)員工。(2)Quickaction

Passengerswithcomplaintswantaquickresponse,whichrequiressystemsandproceduressuitableforrapidactionandrelevantemployees.鐵路客運(yùn)服務(wù)補(bǔ)救措施Remedialmeasuresforrailwaypassengerservice（3）公平待客在快速反應(yīng)時(shí),公平對待每一位客戶也至關(guān)重要。公平對待包括每一位旅客應(yīng)得到的權(quán)益。權(quán)益包括權(quán)利和利益。(3)TreatguestsfairlyInrapidresponse,itisalsoimportanttotreateverycustomerfairly.

Fairtreatmentincludestherightsandinterestsofeverypassenger.

Rightsandinterestsincluderightsandinterests.鐵路客運(yùn)服務(wù)補(bǔ)救措施Remedialmeasuresforrailwaypassengerservice（4）從補(bǔ)救經(jīng)歷中學(xué)習(xí)通過追蹤服務(wù)補(bǔ)救的過程,能夠獲知在服務(wù)系統(tǒng)中需要進(jìn)行改進(jìn)的問題。通過進(jìn)行原因分析,識別出問題的來源,進(jìn)行過程改進(jìn),以徹底解決產(chǎn)生問題的原因。(4)Learnfromremedialexperiences

Bytrackingtheprocessofserviceremediation,problemsthatneedtobeimprovedintheservicesystemcanbelearned.Throughcauseanalysis,identifythesourceoftheproblemandimprovetheprocesstothoroughlysolvethecauseoftheproblem.鐵路客運(yùn)服務(wù)補(bǔ)救措施Remedialmeasuresforrailwaypassengerservice（5）從失去的旅客身上學(xué)習(xí)有效服務(wù)補(bǔ)救策略的另一個(gè)重要部分是從已經(jīng)決定離去的旅客身上學(xué)習(xí)。正式的市場調(diào)查可以發(fā)現(xiàn)旅客離開的原因,這有助于避免未來的失誤。(5)Learnfromthelostpassengers

Anotherimportantpartofaneffectiveservicerecoverystrategyistolear