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【判断题】
当值人员离开车站客服中心或票务室时,其他人员(包含跟岗学习人员)必须随同离开,不得逗留。
A. 对
B. 错
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乘客交付的现金均需经过人工及验钞设备的识别,客服中心岗发现非标准币应交还乘客,请乘客另行更换。
A. 对
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报表必须用黑色或蓝色笔填写,字迹清晰、工整,金额数字的填写精确到角。
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纸质报表填写发生错误时,按“划线更正法”进行更正。
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操作人员使用点钞机、硬币清点机、纸币清分机前后,无须检查是否有遗留现金。
A. 对
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车站边门设在付费区和非付费区之间,运营时间内应设为常闭状态。
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根据票务违章所导致的直接或间接损失大小,或由此造成对票务收益安全的危害程度,由低至高划分为一级至二级票务违章。
A. 对
B. 错
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违反边门管理办法,私自放行人员从边门出入为二级票务违章。
A. 对
B. 错
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伪造账目、报表或用其他虚假行为填平账目,被查处有个人或集体违规获利事实的行为为四类票务事故。
A. 对
B. 错
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丢失自动售票机维修门钥匙、钱箱钥匙、补币箱钥匙等涉及票务收益安全的钥匙为四类票务事故。
A. 对
B. 错
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稽查对象分为内部稽查和外部稽查。
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本站进出卡由行车值班员负责交接、保管及办理借用手续。
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票卡回收箱钥匙属于AFC设备钥匙。
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B. 错
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单个信封钥匙需同时借用
A. 对
B. 错
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客服中心岗顶岗、交接时需进行钥匙数量、状态确认,无异常后进行交接,交班人锁闭配票盒并随身携带配票盒钥匙,无需登记。
A. 对
B. 错
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车站钥匙不得擅自带离车站。
A. 对
B. 错
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日常使用钥匙由运营分公司员工或相关专业委外人员凭工作证到车控室办理借用手续,按规定在《车站备品、门禁卡/钥匙借用登记簿》--上登记。
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负差额指客服中心岗在单笔交易过程中收取乘客现金但BOM无记录的情况。
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TVM实收金额大于应收金额为长款。
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"车站接收到退款通知书后,若同意退款,需在5日内电话通知乘客凭《乘客事务处理单》--(乘客联)到客服
A. 对
B. 错
【判断题】
"BOM差额指客服中心岗每个岗位实收金额与应收金额的差异,实收金额大于应收金额为长款,实收金额小于
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B. 错
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人为原因造成的短款,由相关责任人补齐。
A. 对
B. 错
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车站遇到不符合及时退票操作流程的乘客退款事务时,填写《乘客事务处理单》--、《退款申请单》--,票务处根据事件详情和系统交易记录决定是否退款处理
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B. 错
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TVM票款收入分为现金收入、移动支付收入两部分。
A. 对
B. 错
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正常情况下,在非付费区无进、出站信息的已售赋值的单程票,可在出售站办理退票。
A. 对
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公务票遗失后未及时(三个工作日内)挂失而被他人使用均按转借他人使用处理。
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公务票丢失后本人须及时办理黑名单公务票申请。
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员工出现违规使用公务票行为,首次发生的罚款1000元;出现两次及以上的,罚款2000元并对其进行警告处分。
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公务票按权限分为员工卡、外服卡、本站进出卡和临时卡。
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临时卡,是指适用于较长时间段内需要进出车站的外来学习、参观人员,以及需在轨道公司长期就餐的人员等的有效凭证。
A. 对
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外服卡分年卡和月卡两种,使用有效期自申请办理外服卡当月起生效,最长不超过一年(每年1月1日—12月31日)。
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无效公务票换卡需填写《公务票申请表》--、《公务票换领申请表》--,所属部门签章,提交票务处审核。
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投诉不申辩原则:在处理乘客投诉时,首先要给乘客带来的不便表示歉意,处理过程中要关心乘客的需求,做到耐心、有礼,不能出现顶撞、推诿行为
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车站负责对车站的保洁、保安、商铺、委外、代维、工班等站内工作人员监督和管理。
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“失物招领中心”的拾遗物品可分为现金首饰类、贵重电子产品类、日用品类、服饰类、证件类以及其他;日用品类存放于指定安全位置上锁,与其它类拾遗物品分开存放,避免混乱
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失主认领失物时需出示本人身份证或其他有效身份证明,描述两项以上最能表现失物特征,必要时可由单位出具介绍信。
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车站失物台账更正时使用划线更正法,无需双人确认。
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大客流指在一定时间内出现较多客流并有持续发展的趋势,造成车站能力或列车运能明显不足的客流。
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投诉指在运营服务中,乘客因对员工服务、设施设备、环境卫生、治安、公司制度等方面不满而提出的需求。
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运营分公司员工在乘客服务区应保持良好服务意识,言行举止要注意文明礼貌,主动、热情地向有需要的乘客提供帮助。
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员工穿着制服(工作服)搭乘轨道交通时,应注意仪容仪表,着装整齐,不穿污垢、污渍制服(工作服),可以赤膊、赤脚或穿拖鞋,不挽袖挽裤
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新版个人网银转账单笔限额是___元,日累计限额是( )元。( )
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河南省农村信用社手机银行中的无卡取款业务日累计限额(),每日可进行()次无卡取款。___
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___He teaches physics in a school.
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— Did you know that David injured his leg yesterday?Really? ___
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— This box is too heavy for me to carry it upstairs.___
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— Is it possible for you to work late tonight?___
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— Unbelievable! I have failed the driving test again!___ This is not the end of the world.
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B.
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Are you feeling better today, Jack?___
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【单选题】
Thank you so much for your lovely gift.___
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【单选题】
Would you like something to drink? What about a cup of tea?___
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What's the problem with your bike?___
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Good morning, John. How are you doing?___
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【单选题】
How do you do?___
A. Fine, thank you.
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Good-bye for now.___
A. The same to you.
B. That's OK
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Hello, how are you?___
A. Hello, how are you?
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【单选题】
I didn't mean to do that. Please forgive me。___
A. Not too bad.
B. That's all right
C. It's a pleasure.
D. Thank you.
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