目 录**章 客运乘务基础知识···································································································· 1**节 客运乘务工作的意义································································································ 1第二节 旅客列车分类及编组································································································ 2第三节 旅客列车乘务组工作································································································ 6第二章 客车设备··············································································································· 13**节 概 述·················································································································· 13第二节 客车内部服务设施·································································································· 29第三节 客车安全设施········································································································ 36第三章 旅客列车乘务作业·································································································· 48**节 车厢服务··············································································································· 48第二节 列车广播··············································································································· 54第三节 餐车经营··············································································································· 58第四节 列车服务质量管理·································································································· 64第四章 客运服务礼仪和技巧······························································································· 90**节 概 述·················································································································· 90第二节 客运服务的基本礼仪······························································································· 95第三节 涉外旅客服务······································································································· 104第四节 客流高峰期的旅客服务·························································································· 109第五章 列车长工作·········································································································· 115**节 列车长的条件和素质····························································································· 115第二节 列车长客运业务··································································································· 117第三节 列车班组管理······································································································· 131第四节 列车运输收入管理································································································ 137第六章 列车行包运输······································································································· 142**节 行包运输方案······································································································· 142第二节 行包的装卸和交接································································································ 145第三节 行包的运送·········································································································· 152第七章 旅客运输安全及应急处理······················································································ 160**节 概 述················································································································· 160第二节 列车乘务员作业安全····························································································· 166第三节 旅客发生急病和意外伤害处理················································································ 168第四节 非正常情况的应急处理·························································································· 172参考文献·························································································································· 187