乘客服务标准目录引言············································································································11范围······································································································102引用标准································································································13运营服务设施··························································································14服务工作通用标准····················································································25岗位服务标准及服务技能············································································66车站管理制度························································································28附加说明····································································································34附录··········································································································351乘客服务标准引言为满足乘客日益增长的服务需求，统一规范地铁窗口服务工作，特制定本标准。1范围本标准描述了在窗口的工作人员对乘客服务作业程序和注意事项。本标准适用于哈尔滨地铁一号线窗口的乘客服务工作。本标准所称的窗口是指车站、列车、服务热线。本标准所称的在窗口的工作人员是指所有在窗口工作及到窗口工作的人员。2引用标准下列标准所包含的条文，通过在本标准中引用而构成为本标准的条文。本标准出版时，所示版本均为有效，所有文件都会被修订，使用本标准的各方应探讨使用下列文件最新版本的可能性。《行车组织规则》《车站运作规则》《车务安全应急处理程序》3运营服务设施3.1车站基建设施3.1.1术语和定义（a）站厅：乘客进出站、购票、检票的场所。（b）站台：乘客候车、疏散、上下车的场所。（c）无障碍设施：为方便残疾人乘车设置的各种设备、设施。3.1.2车站由站厅、站台、通道组成。3.1.3运营期间应保证各种基建设施完好，使用正常。3.1.4地面铺砌平整，材料满足防滑要求。3.1.5无障碍设施（a）无障碍设施包括残疾人电梯、盲道等。（b）无障碍设施应保证完好通畅、使用正常，无占压、破损、缺失。3.2车站导向标识及服务设施3.2.1车站应设有相应的导向标识和服务设施，标明站名、行车方向、首末班时刻表、1票价表等乘车信息以供乘客识别。3.2.2车站导向标识应包括引导标识、应急疏散标识、综合信息表示、安全标识，形成完整的客运服务标识系统。3.2.3车站导向标识应规范、协调、清晰、明确、易懂、易辨、易记。结构、外观、色调与车站建筑协调一致，且安装结构应牢固，外形美观，设置适当，便于维护。3.2.4标识中的图形符号应符合《标志用公共信息图形符号》（GB/T10001）的规定。3.2.5车站导向标识的字体和大小可根据实际需要设定，内容应醒目，亮度适当，文字清晰，不褪色不变色。3.2.6车站导...
