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西安海棠职业学院.docx

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西安海棠职业学院 毕 业 论 文 题目：浅析如何打造高品质的客舱服务 专业：空中乘务 班级：空乘0902班 姓名：张丹 学号：09015205030222 指导老师：朱瑞 目录 摘要······························································１ 关键词····························································１ 前言··························································２ 服务的本质及其重要性··········································２ 服务的概念····························································１ 服务的基本职责························································１ 服务的特征及重要性····················································２ 认识客舱服务意识和服务质量的重要······························４ 服务的意识····························································１ 如何提高客舱空勤人员的服务意识？······································１ 服务质量的内容包括····················································１ 客舱服务的重要性······················································１ 四、提高客舱服务的知识理论和服务技能·······························６ 客舱服务知识理论···········································１ 客舱服务服务技能···········································１ 五、以规范化的管理与服务为基础····································５ 客舱服务人员语言标准化·····································1 客舱服务人员动作标准化·····································1 客舱服务人员态度标准化·····································2 六、做好客舱几个大方向的服务要点································３ 洞悉并满足客户的需求·················································１ 空乘人员的专业知识培养···············································１ 创新·································································１ 发展个性化服务·······················································２ 心系服务·························································１ 绿色客舱——环保——社会责任心——爱心···························１ 七、灵活处理乘务员与客人的关系····································８ 八、结束语························································８ 致谢词························································６ 参考资料······················································６ 摘要︰ 打造高品质的客舱服务是现今社会对于我们空中乘务工作者提出的一项具有高度实际意义的课题，随着我国经济的发展和人民生活水平的提高，人们社会交往的频率也在不断增加，由此对交通运输的选择也越来越重视，对航空运输的需求越来越强烈，因而对民航服务水平的要求也越来越高，人们为了追求效率和便