乘客投訴分析與預(yù)防PassengerComplaintAnalysisandPrevention乘客投訴分析與預(yù)防PassengerComplaintAnalysisandPrevention主講教師：馬丹Lecturer:MaDan主講教師：馬丹Lecturer:MaDan課程導(dǎo)入應(yīng)該對投訴有一個清醒的認(rèn)識Maintainaclearunderstandingofthem乘客投訴分析與預(yù)防PassengerComplaintAnalysisandPrevention城市軌道交通工作人員Asurbanrailtransitstaff不能一味恐懼投訴、厭惡投訴Shouldnotblindlyfearorresentcomplaints乘客投訴分析與預(yù)防PassengerComplaintAnalysisandPrevention讓我們通過具體案例，進(jìn)一步認(rèn)識投訴，學(xué)習(xí)乘客投訴分析及規(guī)避。let'sfurtherunderstandcomplaintsandlearnaboutpassengercomplaintanalysisandpreventionthroughspecificcases.重點(diǎn)思考以下幾個問題：Focusonthinkingaboutthefollowingquestions:問題1：乘客投訴的原因是什么？Question1:Whatarethereasonsforpassengerstofilecomplaints?問題2：屬于什么性質(zhì)的投訴呢？Question2:Whatnaturedoesthecomplaintbelongto?問題3：乘客投訴的期望是什么？Question3:Whataretheexpectationsofpassengerswhenfilingcomplaints?問題4：如何規(guī)避乘客的投訴？Question4:Howtoavoidpassengercomplaints?案例1Case1案例2Case2目錄CONTENTS任務(wù)1：乘客投訴原因Task1:ReasonsforPassengerComplaints任務(wù)2：乘客投訴分類Task2:ClassificationofPassenger任務(wù)3：乘客投訴需求Task3:DemandsinPassengerComplaints任務(wù)4：乘客投訴規(guī)避方法Task4:MethodstoAvoidPassengerComplaints任務(wù)1：乘客投訴原因Task1:ReasonsforPassengerComplaints乘客投訴的原因是什么？Whatarethereasonsforpassengercomplaints?乘客不了解地鐵規(guī)定，對地鐵期望過高導(dǎo)致乘客投訴，主要是由于自身原因引起的投訴。Thepassengerwasnotawareofthesubwayregulationsandhadoverlyhighexpectationsforthesubway,whichledtothecomplaint.Thiscomplaintwasmainlycausedbythepassenger'sownreasons.案例1中InCase1任務(wù)1：乘客投訴原因Task1:ReasonsforPassengerComplaints乘客投訴的原因是什么？Whatarethereasonsforpassengercomplaints?

TVM設(shè)備損壞，沒有工作人員處理，乘客去客服中心后，工作人員沒有積極相應(yīng)并提出解決措施，地鐵服務(wù)解決問題的態(tài)度導(dǎo)致乘客投訴。TheTVMwasbrokenandtherewasnostafftohandlethesituation.Afterthepassengerwenttothecustomerthestaffdidnotrespondactivelyorproposeasolution.Itwastheattitudeofthesubwayserviceindealingwithproblemsthatcausedthepassengertofileacomplaint.案例2中InCase2任務(wù)1：乘客投訴原因Task1:ReasonsforPassengerComplaints乘客投訴的原因是什么？Whatarethereasonsforpassengercomplaints?乘客投訴原因Thereasonsforpassengercomplaints乘客自身原因投訴PassengerSelf-RelatedComplaints企業(yè)服務(wù)原因投訴EnterpriseService-RelatedComplaints任務(wù)1：乘客投訴原因Task1:ReasonsforPassengerComplaints乘客自身原因投訴PassengerSelf-RelatedComplaints乘客對服務(wù)的期望值過高，服務(wù)人員無法滿足顧客的要求。Passengershaveexcessivelyhighexpectationsfortheservice,andthestaffareunabletomeettheirdemands.乘客不了解或不知道企業(yè)規(guī)定。Passengersareunawareofordonotunderstandthecompany'sregulations.乘客本身強(qiáng)詞奪理。Thepassengerisbeingunreasonableorargumentative任務(wù)1：乘客投訴原因Task1:ReasonsforPassengerComplaints企業(yè)服務(wù)原因投訴EnterpriseService-RelatedComplaints服務(wù)人員業(yè)務(wù)水平不過關(guān)。Servicepersonnellacktherequiredprofessionalskills.工作效率低Lowworkefficiency服務(wù)態(tài)度不佳Poorserviceattitude服務(wù)人員不作為Inactionoftheservicestaff任務(wù)1：乘客投訴原因Task1:ReasonsforPassengerComplaints企業(yè)服務(wù)原因投訴EnterpriseService-RelatedComplaints設(shè)備設(shè)施故障影響出行Equipmentandfacilityfailuresimpacttravel地鐵乘車環(huán)境不好Thesubwayridingenvironmentispoor乘客的利益遭受損失Theinterestsofpassengersarebeingcompromised任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints乘客投訴分類Classificationofpassengercomplaints案例中乘客屬于什么性質(zhì)的投訴？Whatnaturedoesthepassengercomplaintinthecasebelongto?有責(zé)投訴Complaintswithliability無責(zé)投訴complaintswithoutliability有責(zé)投訴Complaintswithliability因工作人員工作失誤Thosecomplaintscausedbystaffworkmistakes違規(guī)操作Illegaloperations設(shè)備設(shè)施保障不力Ineffectiveguaranteeofequipmentandfacilities任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints無責(zé)投訴Complaintswithoutresponsibility自然災(zāi)害等不可抗力因素導(dǎo)致服務(wù)失誤而引起的投訴Complaintscausedbyservicefailuresduetoforcemajeurefactorssuchasnaturaldisasters.由于乘客自身原因引起的投訴Complaintscausedbythepassengersthemselves任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints按事件的性質(zhì)及產(chǎn)生后果的輕重：Classifiedaccordingtothenatureoftheincidentandtheseverityoftheconsequences:一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints二類有責(zé)乘客投訴ClassIIresponsiblepassengercomplaints三類有責(zé)乘客投訴ClassIIIresponsiblepassengercomplaints任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints人員服務(wù)方面投訴PersonnelService著裝不規(guī)范Inconsistentdressingcode響應(yīng)不積極Lackofproactiveresponse語言有禁忌Useoftaboolanguage乘客違規(guī)行為不制止Failuretostoppassengers'violations任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints開關(guān)撤不及時：Inadequatetimelinessinopening:客運(yùn)組織方面投訴Passengertransportorganization開關(guān)站、開服務(wù)設(shè)備過早或過晚，客控結(jié)束后30分鐘內(nèi)未撤離物資。Openingorclosingthestationandserviceequipmenttooearlyortoolate.Failingtoremovematerialswithin30minutesaftertheendofpassengerflowcontrol.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints客控不及時：Delayedpassengerflowcontrol:客運(yùn)組織方面投訴Passengertransportorganization改變客流流線、列車清客、晚點(diǎn)未通過告示、廣播或人員等做好引導(dǎo)和解釋工作。Whenchangingthepassengerflowroute,clearingtrains,orexperiencingtraindelays,failingtoprovideproperguidanceandexplanationsthroughannouncements,broadcasts,orpersonnel.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints服務(wù)不主動Lackofinitiativeinservice客運(yùn)組織方面投訴Passengertransportorganization任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints信息不相符：Inconsistentinformation:服務(wù)信息發(fā)布方面投訴Serviceinformationrelease乘客服務(wù)信息發(fā)布與實(shí)際不符或存在錯誤遺漏等。Thepassengerserviceinformationreleaseddoesnotmatchtheactualsituationorcontainserrorsandomissions.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints設(shè)警不及時：Delayedwarningsetup:服務(wù)信息發(fā)布方面投訴Serviceinformationrelease未及時設(shè)置故障警示牌或公告牌。Failuretosetupfaultwarningsignsorbulletinboardsinatimelymanner.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints票務(wù)有損失：Ticket-relatedlosses:票務(wù)事務(wù)方面投訴Ticket-relatedmatters乘客損失100元及以內(nèi)的Passengerssufferlossesof100yuanorless.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints票務(wù)事務(wù)方面投訴Ticket-relatedmatters設(shè)備有降停：Equipmentdegradationorsuspension:TVM降級或停用數(shù)達(dá)到40%-60%ThenumberofTVMswithdegradedorsuspendedservicesreaches40%-60%.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints一類有責(zé)乘客投訴ClassIresponsiblepassengercomplaints其他方面Others:其他認(rèn)定的有效投訴，影響涉及5個車站以下，或超過設(shè)備承諾修復(fù)時間5天內(nèi)。Otherrecognizedvalidcomplaintsthataffectlessthan5stationsortheequipmentrepairtimeexceedsthepromisedtimewithin5days.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints二類有責(zé)乘客投訴ClassIIresponsiblepassengercomplaints人員服務(wù)方面投訴PersonnelService服務(wù)不禮貌：與乘客爭執(zhí)、拉扯乘客、訓(xùn)斥頂撞乘客、拒絕服務(wù)。Arguingwith,pullingpassengers,scoldingortalkingbacktopassengers,andrefusingtoprovideservice.乘客有損失Passengerlosses違規(guī)操設(shè)備有人身傷害Personalinjurycausedbyequipmentoperationinviolationofregulations在崗不做事Beingondutywithoutperformingduties任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints二類有責(zé)乘客投訴ClassIIresponsiblepassengercomplaints開關(guān)不及時：Untimelyopeningandclosing:客運(yùn)組織方面投訴Passengertransportorganization無特殊原因提前關(guān)站或延誤開站時間10分鐘以上。Closingthestationinadvanceordelayingtheopeningtimebymorethan10minuteswithoutspecialreasons.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints二類有責(zé)乘客投訴ClassIIresponsiblepassengercomplaints客控不到位：Inadequatepassengerflowcontrol:客運(yùn)組織方面投訴Passengertransportorganization達(dá)到客流控制啟動條件未進(jìn)行及時控制，造成秩序混亂。Failingtoimplementtimelycontrolwhentheconditionsforstartingpassengerflowcontrolaremet,resultinginchaoticorder.resultinginchaoticorder.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints二類有責(zé)乘客投訴ClassIIresponsiblepassengercomplaints服務(wù)信息發(fā)布方面Serviceinformationrelease經(jīng)濟(jì)有損失Economicloss公關(guān)有危機(jī)PRcrisis任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints二類有責(zé)乘客投訴ClassIIresponsiblepassengercomplaints票務(wù)事務(wù)方面Ticket-relatedmatters票務(wù)有損失：Ticket-relatedlosses:乘客損失100元及以上的Passengerssufferlossesofmorethan100yuan.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints二類有責(zé)乘客投訴ClassIIresponsiblepassengercomplaints票務(wù)事務(wù)方面Ticket-relatedmatters設(shè)備有降停：Equipmentdegradationorsuspension:導(dǎo)致TVM降級或停用數(shù)達(dá)到60%及以上CausingthenumberofTVMswithdegradedorsuspendedservicestoreach60%ormore.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints二類有責(zé)乘客投訴ClassIIresponsiblepassengercomplaints其他方面Others:其他認(rèn)定的有效投訴，影響涉及10個車站以內(nèi)，或超過設(shè)備承諾修復(fù)時間10天內(nèi)。Otherrecognizedvalidcomplaintsthataffectlessthan10stationsortheequipmentrepairtimeexceedsthepromisedtimewithin10days.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints三類有責(zé)乘客投訴ClassIIIresponsiblepassengercomplaints人員服務(wù)方面PersonnelService服務(wù)太粗暴：Rudeservice:推拉、譏笑、謾罵、侮辱、騷擾、恐嚇乘客。Pushing,pulling,sneeringat,scolding,insulting,harassing,intimidatingpassengers任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints三類有責(zé)乘客投訴ClassIIIresponsiblepassengercomplaints其他方面Others:其他認(rèn)定的有效投訴，影響涉及10個車站以上，或超過設(shè)備承諾修復(fù)時間10天以上。Othereffectivelyrecognizedcomplaintsthataffectmorethan10stationsorexceedthepromisedequipmentrepairtimebymorethan10days.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints分析案例1、案例2是否屬于有責(zé)投訴AnalyzewhetherCase1andCase2arecomplaintswithliability.如果是，涉及有責(zé)客傷的幾類投訴？Ifso,whichcategoriesofcomplaintswithliabilityinvolvingpassengerinjuriesdotheyfallinto?案例1：Case1:

乘客不了解地鐵規(guī)定，是他自己原因?qū)е碌?，屬于無責(zé)投訴。Thepassengerisnotfamiliarwiththesubwayregulations,anditisduetohisownreasons.Thisbelongstoanon-liabilitycomplaint.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints案例2：Case2:

乘客有責(zé)投訴，其實(shí)最主要的就是乘客遇到問題后工作人員響應(yīng)不積極，說話有禁語，設(shè)備有降停、設(shè)警不積極，屬于一類有責(zé)投訴。Itisapassengercomplaintwithliability.Actually,themainissuesarethatthestafffailstorespondproactivelywhenthepassengerencountersproblemsusestaboolanguage,thereisequipmentdegradationorsuspension,andthewarningsignsarenotsetupactively.ThisbelongstoClassIcomplaintswithliability.任務(wù)2：乘客投訴分類Task2:ClassificationofPassengerComplaints心理預(yù)期Apsychologicalexpectation只有弄清了乘客投訴的心理預(yù)期，才能夠針對性的規(guī)避或處理投訴。Understandsthepsychologicalexpectationsofpassengers'complaintscantheyavoidorhandlecomplaintsinatargetedmanner.乘客投訴分析與預(yù)防PassengerComplaintAnalysisandPrevention滿意答復(fù)Asatisfactoryreplyv掌握乘客投訴需求Understandtheneedsofpassengers'complaints乘客投訴分析與預(yù)防PassengerComplaintAnalysisandPrevention任務(wù)3：乘客投訴需求Task3:PassengerComplaintNeeds被響應(yīng)Receivearesponse乘客希望在投訴后能夠得到工作人員的迅速響應(yīng)，重視自己表達(dá)的看法觀點(diǎn)，并針對問題找到解決之道。而不是推脫和敷衍。Passengershopetoreceiveapromptresponsefromthestaffafterfilingacomplaint.Theyexpectthestafftotaketheirviewsandopinionsseriouslyandfindsolutionstotheproblemratherthanshirkingresponsibilitiesorbeingperfunctory.任務(wù)3：乘客投訴需求Task3:PassengerComplaintNeeds被道歉Receiveanapology乘客投訴很大一部分原因是對工作人員不滿，是希望得到道歉和尊重。Alargepartofthereasonwhypassengersfilecomplaintsistheirdissatisfactionwiththestaff.heyhopetoreceiveanapologyandberespected.任務(wù)3：乘客投訴需求Task3:PassengerComplaintNeeds有懲罰Withpunishment乘客因?qū)ぷ魅藛T服務(wù)不滿意選擇投訴，就是希望工作人員能夠得到相應(yīng)的懲罰，讓他們認(rèn)識到事情的嚴(yán)重性。Passengerschoosetofileacomplaintbecausetheyaredissatisfiedwiththestaff'sservice.Theyhopethatthestaffwillreceiveappropriatepunishmentsothattheycanrecognizetheseriousnessofthematter.任務(wù)3：乘客投訴需求Task3:PassengerComplaintNeeds有賠償Receivecompensation乘客想要為自己的損失獲取賠償，也想為耗費(fèi)時間、造成的不便或遭受的痛苦得到賠償。Passengerswanttoobtaincompensationfortheirlossesaswellasforthetimewasted,theinconveniencecaused,orthepainsuffered.任務(wù)3：乘客投訴需求Task3:PassengerComplaintNeeds乘客詢問購票Passengersinquiringaboutticketpurchasing你什么態(tài)度Whatkindofattitudeisthat?乘客被響應(yīng)、被道歉的需求沒有得到預(yù)期。Itcanberoughlyinferredthatthepassengers'needstoberespondedtoandtoreceiveanapologydidnotmeettheirexpectations.任務(wù)4：乘客投訴規(guī)避方法Task4:MethodstoAvoidPassengerComplaints那我們?nèi)绾伪苊獬丝屯对V呢？So,howcanweavoidpassengercomplaints?“勤、細(xì)、真、巧”四字真經(jīng)規(guī)避法Usethefour-characterprincipleof"diligence,meticulousness,sincerity,andingenuity"toavoidcomplaints.乘客投訴規(guī)避方法：Methodstoavoidpassengercomplaints:任務(wù)4：乘客投訴規(guī)避方法Task4:MethodstoAvoidPassengerComplaints首先要熱愛自己的職業(yè)，增加工作熱情和責(zé)任心，是避免乘客投訴的前提和關(guān)鍵。Firstofall,youshouldloveyourprofession,increaseyourenthusiasmandsenseofresponsibilityforworkThisistheprerequisiteandkeytoavoidingpassengercomplaints.愛崗敬業(yè)，突出一個“勤”字Loveforthejobanddedication,highlightingthecharacter"diligence"任務(wù)4：乘客投訴規(guī)避方法Task4:MethodstoAvoidPassengerComplaints當(dāng)發(fā)生矛盾時，通過細(xì)心的解釋和細(xì)致的服務(wù)，就能達(dá)到化解矛盾和消除投訴的效果。Whenconflictsoccurthroughcarefulexplanationsandmeticulousservice,theeffectofresolvingconflictsandeliminatingcomplaintscanbeachieved.服務(wù)周到，體現(xiàn)一個“細(xì)”字Provideconsiderateservice,highlightingthecharacter