目   錄**章  客運乘務基礎知識···································································································· 1**節  客運乘務工作的意義································································································ 1第二節  旅客列車分類及編組································································································ 2第三節  旅客列車乘務組工作································································································ 6第二章  客車設備··············································································································· 13**節  概  述·················································································································· 13第二節  客車內部服務設施·································································································· 29第三節  客車安全設施········································································································ 36第三章  旅客列車乘務作業·································································································· 48**節  車廂服務··············································································································· 48第二節  列車廣播··············································································································· 54第三節  餐車經營··············································································································· 58第四節  列車服務質量管理·································································································· 64第四章  客運服務禮儀和技巧······························································································· 90**節  概  述·················································································································· 90第二節  客運服務的基本禮儀······························································································· 95第三節  涉外旅客服務······································································································· 104第四節  客流高峰期的旅客服務·························································································· 109第五章  列車長工作·········································································································· 115**節  列車長的條件和素質····························································································· 115第二節  列車長客運業務··································································································· 117第三節  列車班組管理······································································································· 131第四節  列車運輸收入管理································································································ 137第六章  列車行包運輸······································································································· 142**節  行包運輸方案······································································································· 142第二節  行包的裝卸和交接································································································ 145第三節  行包的運送·········································································································· 152第七章  旅客運輸安全及應急處理······················································································ 160**節  概  述················································································································· 160第二節  列車乘務員作業安全····························································································· 166第三節  旅客發生急病和意外傷害處理················································································ 168第四節  非正常情況的應急處理·························································································· 172參考文獻·························································································································· 187