一、概述 铁路作为一个面向社会提供服务的综合服务行业，最终目标就是为客户提供满意的服务。目前，就我国铁路运输业而言，随着航空事业和公路事业的飞速发展，铁路部门遇到了前所未有的竞争和挑战，“铁老人”的地位已经动摇．这很大程度上是因为服务质量不够高引起的。如何 First, an overview Railway as a service for the community to provide integrated services industry, the ultimate goal is to provide customers with satisfactory service. At present, as far as our country’s railway transportation industry is concerned, with the rapid development of aviation and highway undertakings, the railway departments have encountered unprecedented competition and challenges. The status of “iron elderly people” has been shaken. This is due in large part to the lack of quality of service. how is it