【判断题】
厅巡岗需熟悉车站周边环境、地铁运营信息等服务知识，快速、准确的回答乘客问询。在力所能及的范围内，尽量帮助乘客解决问题，特别注意帮助老、弱、病、残等需要提供帮助的乘客。
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相关试题
【判断题】
义务监督员无需参加分公司组织的义务监督员培训、会议、应急演练等相关活动。
【判断题】
PIS 乘客应急信息实行“谁发布谁负责”，“谁发布谁记录”的原则。发布信息时必须双人确认，信息发布成功后，应核对信息发布准确性，发布完毕后，发布人需做好信息发布相关台帐的记录
【判断题】
分公司秘密是指关系到企业安全利益、经济利益和竞争优势，依照分公司规定只限分公司职责范围内人员知悉的事项。
【判断题】
地铁员工不得在公共场所谈论分公司及本部门工作范围内的秘密，以及在私人交往和通讯中泄露分公司秘密，不准通过其他方式传递分公司秘密。
【判断题】
员工第一时间制止乘客有意破坏公共设备的行为，且处理方式方法得当，积极保护公司设备财产。视其功绩与影响的大小，给予分公司嘉奖。
【判断题】
乘客突发疾病，车站员工给予及时救助，且在抢救中起到关键性作用的，视其功绩与影响的大小，给予分公司嘉奖。
【判断题】
乘客事务处理时，能第一时间赶赴现场解决问题，受到乘客高度赞扬并受到外界媒体报道的。视其功绩与影响的大小，给予分公司嘉奖。
【判断题】
惩处按照严重程度由高到低分为C类惩处、B类惩处、A类惩处。
【判断题】
服务“红线”是指服务工作中不可触碰、不可逾越的底线。
【判断题】
员工在服务乘客过程中，主动谩骂、推搡乘客，与乘客发生肢体冲突的。应纳入服务奖惩办法中C类惩处
【判断题】
员工利用职务之便，未经允许下载、拍摄、散播、泄露公司内部图文声像、运营监控视频等资料，或泄露乘客个人信息，造成严重影响的，应纳入服务奖惩办法中A类惩处
【判断题】
首位接待乘客的员工应尽力满足乘客的合理诉求，如无法满足的，向乘客说明不清楚。
【判断题】
百分百回复原则：受理的乘客事务必须百分百回复乘客，并做好跟踪和台帐记录。
【判断题】
在乘客服务过程中，因员工工作舞弊行为造成乘客利益受损引发的投诉为二类有责投诉。
【判断题】
新闻媒体广泛报道，并造成一定影响的有责投诉为二类有责投诉
【判断题】
参观人员必须服从车站现场的管理，未经允许不得擅动车站设备设施和进出未授权的区域
【判断题】
车站属地范围内发生小贩摆卖、车辆乱停乱放时，及时进行劝导和清理现场，劝导无效时报告城市管理执法部门。
【判断题】
车站发生损坏车站公共资源设备设施的，由责任人承担
【判断题】
十字文明服务用语：“您好、请、谢谢、对不起、再见”
【判断题】
员工应执行“首问责任制”，禁用撞语、冷语、辩语。对自己无法回答的问询，应请教同事或引导乘客咨询其他工作人员，不得给乘客误导，不得互相推诿。
【判断题】
处理完乘客事务后，以“再见”结束，并以单手斜抬起60度角，作送别的礼仪。
【判断题】
厅巡岗人员应以乘客排队人数10人为临界点，及时向值班站长汇报客服中心和TVM前乘客排队的人数，以便值班站长决策。
【判断题】
交接班时，接班人员须提前做好售票、兑零准备工作，交班人员才可以终止售票、兑零工作，交接时间不超过5分钟，并尽可能减少对乘客服务的影响。
【判断题】
客服中心岗按“首问责任制”原则接受问询及处理乘客事务；
【判断题】
地铁运营要确保运营设施设备安全、运营环境安全、人身安全、消防安全等全方位安全，为市民提供更安全放心的出行环境
【判断题】
紧急情况下，站长、副站长、值班站长可调动地铁公安、车站保洁、保安、维修部门人员等在车站范围内的所有其他工作人员，参与车站应急处置。
【判断题】
最后一班载客列车开出前10分钟关闭 TVM、进站闸机，通知停止售票和兑零工作，并做好广播。
【判断题】
客运值班员巡视车站维护车站安全，防止意外事件发生。
【判断题】
首班载客列车到站前50分钟，按 设调指令开启环控系统并确认运行情况。
【判断题】
首班载客列车到站前15分钟确认照明开启，并开启 AFC 设备。
【判断题】
值班站长、站厅保安首班列车前10分钟完成扶梯、电梯、出入口的开启。
【判断题】
上/下行末班载客列车开出前10分钟开始末班车广播。
【判断题】
最后一班载客列车开出后清站，确保车站无逗留人员，完成出入口、扶梯、电梯的关闭工作，确认工作照明、AFC 设备全部关闭。
【判断题】
巡视要求:认真、细致、周全、及时、真实。
【判断题】
一般类信息：紧急情况下，影响正常运营的各业务模块发生的异常事件。
【判断题】
客流组织工作坚持高度集中、统一指挥、逐级负责的原则。
【判断题】
首班不载客列车出段(场)前40分钟将运营前检查情况汇报行车调度员。
【判断题】
扶梯客流控制点的选取距扶梯/楼梯口应有 1 米以上缓冲空间，控制口宽度不得大于扶梯/楼梯口宽度。
【判断题】
控制点的铁马使用扎带固定，应遵循“渐进缩小”原则，摆成喇叭口或斜口，最好垂直控制。
【判断题】
首班载客列车到站前 30 分钟给客服中心岗配好票。
推荐试题
【单选题】
8. — Could you tell me ______? I must find him．
— Sorry．I don’t know．But he was here just now．
A. where Tom was B. where Tom is
C. where has Tom gone D. where can I find Tom
【单选题】
9. —What did Mr Green say to you?
— What a heavy rain! How did you come here? He asked________.
A. at all B. in fact C. in surprise D. as a result
【单选题】
10. I often see Tom on the playground．When I passed the playground yesterday, I saw him ．
A. play; playing B. to play; play C. playing; to play D. playing; play
【单选题】
11. — Mum, could I have ____________ to drink?
— Oh, dear．You can only drink some water．There is _________ in the kitchen．
A. anything; else something B. anything; something else
C. something; else nothing D. something; nothing else
【单选题】
12. We all know that learning a foreign language _______ time and effort.
A. requires B. reduces C. removes D. repeats
【单选题】
13. Her son __________ Coke, but now he __________ milk．
A. is used to drinking; used to drink B. used to drink; uses to drink
C. used to drink; is used to drinking D. is used to drink; is drinking
【单选题】
14. I don’t know the teacher is talking with Miss Wang．
A. what B. whom C. who D. which
【单选题】
15.Millie does __________ that many people are thankful to her．
A. such an important and helpful job B. so important and helpful work
C. a very important and helpful job D. such an important and helpful work
【单选题】
16. I think eating more vegetables is good _______ our health.
—Yes, I agree _______ you.
A. at, to B. for, with C. to, to D. for, to
【单选题】
17. I often go on holiday with my parents _____ summer.
A. in B. at C. on D. of
【单选题】
18. I called you at 4:00 yesterday afternoon, but nobody answered.
Sorry, I ______ with my friends at that time.
A. had swum B. swam C. would swim D. was swimming
【单选题】
19.––Who is on the playground? ---__________．
A. Never B. None C. No one D. A lot
【单选题】
20. The schoolboy ______ a blind man cross the street yesterday.
A. helps B. helped C. will help D. has helped
【单选题】
21. —The 2010 World Expo which will last 184 days will be held in Shanghai on May 1st.
—________exciting news! We shall try our best to support it.
A. How B. How an C. What D. What an
【单选题】
22. They preferred ______ in bed rather than _____ horses．
A. to lie; to ride B. lying; riding C. lying; ride D. to lie; ride
【单选题】
23. —What was Jim wearing at the party?
— Nothing _______. He was in his usual shirt and jeans.
A. special B. simple C. important D. interesting
【单选题】
24. The 2016 Olympic Games ________ in Brazil. Would you like to go there?
Maybe, if possible.
A. are held B. will be held C. were held D. have been held
【单选题】
25. — David, look at the man in white over there．Can you tell me _______ ?
—He is a doctor．
A. who is he B. who he is C．what does he do D. what he does
【单选题】
( ) 26.With help from a Mr. H, you can__________.
A. stop wearing your watch B. get new books and objects
C. finish your homework on time D. know when parents or teachers are near
【单选题】
( ) 27. A PENGO WATCH CONTROL can help you to ______________.
A. repair your TV B. put away your books and objects
C. become a James Bond D. get a daily weather report
【单选题】
( ) 28. You can get your Mr. H for___________.
A. $299 B. $499 C. $199 D. $99
【单选题】
( ) 29. When was canned food invented?
A. In 1870. B. In 1810. C. In 1902. D. In 1926.
【单选题】
( ) 30. After the trip to the Arctic, Clarence Birdseye invented ____________.
A. canned food B. can openers
C. frozen food D. air conditioning
【单选题】
( ) 31. Changes in weather _____________ in Willis Carrier's company.
A. helped to keep food B. made rooms comfortable
C. caused health problems D. hurt printing paper
【单选题】
( ) 32. According to the passage, which of the following may lead to inventions?
A. People's needs. B. Public support.
C. Modern technology. D. Practical suggestions.
【单选题】
( ) 33. What is the writer's main purpose（目的）in writing this passage？
A．To tell the readers his life story．
B．To tell people what kind of person his father was．
C．To tell the readers what present he got from his father．
D． To let people know how poor he was．
【单选题】
( ) 34. Why did the father not ask his son not to do this and do that？
A．Because he felt quite confident of his son．
B．Because he was born from a poor family．
C．Because he was a man of few words．
D．Because he didn't want to be much too strict with his son．
【单选题】
( ) 35. What would someone learn from this passage？
A．How to live by oneself． B．How to stand on one's own feet．
C．What a good father should do． D．What the self-important is like．
【单选题】
( ) 36. What may be the proper Chinese for the underlined part in the passage？
A．闲暇时光 B．学费 C．精神空虚 D．经济不足
【单选题】
( ) 37. The Chinese Yellow Sea Wetlands are in the _______ of China．
A．south B．east C．west D．north
【单选题】
( ) 38. Usually the weather in the wetlands is _______．
A．hot B．pleasant C．cold D．dry
【单选题】
( ) 39. The World Wetlands Day is on _______．
A．February 2 B．June 25 C．April 22 D．March
【单选题】
( ) 40. We must protect wetlands because _______．
A．they are home for wildlife B．they can prevent flood
C．they can offer food to the animals and birds D．all of the above
【单选题】
) 1. —Is it far from here to the bank?
—Not very, only________．
A. 20 minute’s walk B. 20 minutes walk
C. 20 minutes’ walk D. 20 minutes’ walks
【单选题】
2. — After discussing, the students ________ some good ideas to work on the project.
— Thats great!
A. put up B. set up C. caught up with D. came up with
【单选题】
3. Yesterday Tommy walked past my table and ______ my bowls and dishes.
He should be careful next time.
A. knocked off B. took off C. showed off D. turned off
【单选题】
4.We don’t have enough nurses to look after patients．At least ___ nurses are needed．
A. ten another B. more ten C. another ten D. other ten
【单选题】
5. — Zhao Rui, it’s said that many famous singers will come to Yangzhou on April 18th. How about watching the evening show there?
—________! Let’s ask Huang Tao to go with us.
A. Best wishes B. Sounds great C. Good luck D. That’s OK
【单选题】
6.—Hello! This is Henry Speaking．I’d like to speak to your father．
—Sorry, he has Shanghai．
A. been in B. been to C. come to D. gone to
【单选题】
7. — It’s difficult for the village children to cross the river for school．
— I think a bridge ______ over the river．
A. was built B. is being built C. has been built D. should be built
