服务质量提升

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“首乘服务”四周年,德令哈机场服务品质显著提升
Zhong Guo Min Hang Wang· 2025-09-29 08:48
Core Insights - The Darlingsha Airport has significantly improved its service quality for first-time passengers over the past four years, enhancing the overall reputation of civil aviation services in the region [1][2] Group 1: Service Development - The airport has established a service brand named "Darlingsha Wishes Fulfilled · Worry-Free First Flight," integrating first-time passenger services with transit convenience, military priority, elderly-friendly services, and deepening aviation tourism [2] - The scope of first-time passenger services has expanded to include first-time transfers and arrivals, ensuring comprehensive support for these travelers [2] Group 2: Implementation and Training - Darlingsha Airport has developed a robust system for training, assessment, and reward standards for special passenger services, aligning with the Civil Aviation Administration's guidelines [2] - The airport has implemented a series of service optimization measures, leading to significant improvements in service quality, as evidenced by its recognition in the 2025 CAPSE service quality enhancement evaluation [2] Group 3: Future Outlook - As China's aviation population continues to grow, Darlingsha Airport is committed to enhancing its first-time passenger services to support the high-quality development of civil aviation in Qinghai [3]
多语种培训架桥梁 师徒接力传匠心
Hang Zhou Ri Bao· 2025-09-29 02:52
作为向世界展示中国传统文化的重要窗口,《最忆是杭州》每年接待大量国际游客,特别是今年, 随着国际旅游市场的持续复苏,跨语种沟通能力的重要性日益凸显。为此,印象西湖以 "提升跨文化沟 通能力,让服务传递温度"为目标,先后对员工开展英语、韩语、日语系列培训。 一系列培训并非简单的语言教学,而是深度结合演出服务实际场景的"实战演练"。课程精心设置了 观众接待、票务服务、特情处理三大模块,将日常工作中常用的问候语、安全提示、票务咨询、应急处 理等内容转化为实用的外语语句。 西湖之上,《最忆是杭州》夜夜绽放,美轮美奂演绎"江南特色、中国气派、世界大同"。 绚丽的舞台背后,是印象西湖人不为人知的默默"修炼"。刚刚过去的夏季,从多语种服务培训到师 徒技艺传承,印象西湖人以"学习"为核心驱动力,实现服务质量和业务能力的"内外兼修",不断提升企 业核心竞争力。 即将到来的国庆长假,《最忆是杭州》将以更高的品质呈现在观众面前。 服务升级 多语种培训架起沟通桥梁 "以前见老外就躲,现在巴不得来个外国游客练练手!"朴实的一句话,反映了印象西湖工作人员心 态的转变。这一转变,源于印象西湖今年夏天启动的多语种培训计划。 在印象西湖,不论 ...
质量月里看“诉”求 服务升级靠“信”立
Xiao Fei Ri Bao Wang· 2025-09-26 03:59
Core Viewpoint - The 45th National Quality Month in China emphasizes "Enhancing Quality Awareness and Promoting High-Quality Development," highlighting the importance of quality issues for both businesses and consumers [1] Group 1: Consumer Complaints and Industry Insights - There has been a significant structural change in consumer complaints, with high-frequency terms like "customer service," "service attitude," and "problem resolution" indicating core consumer demands [2] - Key complaint areas include financial payment, online shopping, life services, healthcare, and education, with the financial payment sector accounting for 24.86% of complaints and online shopping at 19.61% [2] - Common complaint issues include "customer service not handling," "false advertising," and "unfair terms," which have become the most frequent keywords on the complaint platform [2] Group 2: Measuring Corporate Responsiveness - The relationship between complaint volume and service quality is complex; high complaint numbers do not necessarily indicate poor service quality [3] - Key metrics for assessing corporate commitment to consumer rights include response rate and resolution rate, with high rates reflecting effective consumer feedback mechanisms [3] Group 3: Case Study and Best Practices - Aikang Guobin's handling of complaints through a data-driven and responsive mechanism resulted in a 99% response rate and a 93% resolution rate, significantly above industry averages [4] - The company's average processing time for complaints was reduced from 3.2 working days in 2023 to 1.5 working days in 2024, showcasing effective complaint management [4] Group 4: Importance of Integrity and Service Quality - Integrity in business is essential for gaining market recognition, especially as consumer expectations for service quality rise [5] - The need for industries to analyze complaint cases and enhance self-regulation is crucial for improving consumer trust and service levels [6] - Companies are encouraged to integrate complaint management into their overall quality management systems, transforming consumer feedback into actionable improvements [6]
重庆:客运员开展服务礼仪培训 备战国庆假期
Ren Min Wang· 2025-09-24 09:11
Group 1 - The core viewpoint of the article emphasizes the importance of service etiquette training for passenger service staff in Chongqing in preparation for the upcoming National Day holiday [1][2][3] Group 2 - The training aims to enhance the quality of service provided to passengers during the busy holiday period [1][2] - The initiative reflects the company's commitment to improving customer experience and operational efficiency [3]
西部航空完成B-8102飞机座椅换新 持续以细节优化提升旅客出行体验
Zhong Guo Min Hang Wang· 2025-09-13 07:49
此次更换的新座椅以人体工学为设计核心,采用流线型外观,相比传统座椅更贴合人体自然坐姿,能为 旅客提供更均衡的靠背支撑与臀部支撑。同时,座椅采用加厚海绵层与高弹性靠背复合材料,有效改善 了传统座椅"偏硬"的问题,可有效缓解长时间乘坐带来的疲劳感,进一步夯实了航班服务的舒适性基 础。 此次座椅换新是西部航空持续提升服务质量的具体举措之一。西部航空始终坚持以旅客体验为核心,聚 焦旅客出行中的服务细节需求,不断推进硬件设施升级与服务流程优化,未来将继续关注旅客需求,不 断优化服务细节,以更优质、更贴心的服务,为旅客提供安心、舒适的出行体验。(编辑:王亚玲 校 对:金杰妮 审核:韩磊) 随着使用时间增长,飞机座椅容易出现部件老化、掉漆、扶手盖断裂及座椅套开胶等问题,既影响美 观,也降低了旅客乘机体验。"倾听旅客心声、持续提升服务品质"是西部航空的核心服务导向。为从根 本上解决座椅老旧问题,公司专项投入资源,组织专业团队开展多方考察、对比选型,最终确定采用中 国民航局第二研究所生产的符合民航安全标准与舒适性要求的高品质座椅,以精准施策回应旅客对出行 舒适度的需求。 为最大限度减少对航班运行及旅客服务的影响,西部航空结合暑 ...
淘宝闪购、饿了么、美团共同发文表态
Di Yi Cai Jing Zi Xun· 2025-08-01 03:42
8月1日,美团发文《繁荣行业生态,抵制无序竞争》称,外卖平台补贴近日引发社会高度关注,美团对 此高度重视,将坚决规范促销行为,杜绝不正当竞争行为,推动建立公平有序行业秩序,促进各方互利 共赢。 同时,美团承诺从自身做起,并积极呼吁行业共同构建良好生态,促进餐饮服务行业规范健康持续发 展。具体如下: 同日,淘宝闪购及饿了么联合发文,称坚决抵制恶性竞争,合作促进生态共赢,并承诺将进一步重点做 好以下四项工作: 一、从消费者和商家需求出发,合理规划发放补贴。 二、坚决抵制恶性竞争。我们将主动杜绝不正当竞争行为,激发新兴市场的消费潜力和全行业的 创新活力。不做大规模"0元购"等非理性促销活动。 三、持续提升服务质量。我们将持续提供多元化的消费场景,更丰富的品类,不断升级配送体系 的网络效率。 四、合作促进生态共赢。围绕商家参与、商品品质、骑手权益等核心议题,建立了"倾听-征询-优 化-反馈"体系,多场恳谈会正在各地陆续开展。 持续提升服务 推动良性竞争 激发消费烟火气 这个夏天,上百万外卖骑手、百万大小商家,以不同的方式连接数以亿计的消费者,点燃了生意的烟火与生活的热情。这一巨 大的消费规模和增长韧劲,让我们更加竖信 ...
西安咸阳机场“新交运”以服务精进绘就旅途新景
Zhong Guo Min Hang Wang· 2025-07-30 02:10
《中国民航报》、中国民航网 记者路泞 报道:暑运客流的高峰考验下,西安咸阳机场交通运营部以"新 交运"融合模式为抓手,深耕服务质量提升,通过体系化升级、精准化行动、人性化保障,构建全链条 优质服务网络,用精益求精的态度为旅客旅途保驾护航。 为实现服务效能的质的飞跃,交通运营部从制度源头着手,对投诉处理、应急保障、岗位服务等多项核 心内容进行合并修订,形成统一规范的服务标准体系,让每一项服务都有章可循、有据可依。在此基础 上,部门创新性开展跨单位岗位轮训与业务交流,首批员工完成了运行指挥调度、大巴长途售票、长途 车辆例检等多岗位技能学习,实现了从"单一技能"到"复合能力"的转变,服务现场点位也随之从增至15 个,服务覆盖面大幅拓宽。同时,部门全面整合各链条服务信息,更新完善业务知识库,让员工能够快 速响应旅客各类咨询;增配服务设施、统一服务标识,更将"小红伞"特殊旅客服务品牌及产品延伸至西 安钟楼巴士乘车点,构建起立体化的服务产品体系,让特殊旅客在更多场景下感受到贴心关怀。 同时,响应机场"星火行动"服务提升工作要求,交通运营部迅速成立领导小组,动员全员参与服务优 化。以旅客体验为核心,以提升服务为焦点,部门深 ...