本书从日常服务和应急服务两大方面出发，以城轨企业新入职员工视角，旨在为乘客提供“安全、准确、高效、周到”的服务。服务内容涵盖了进出站服务、问路指路服务购票、检票、换乘、站台服务、广播到应急服务的闭环过程，共包括两大项目12个子任务。基本涵盖了城轨客运服务的各个方面，可作为铁道交通运营管理专业和城市轨道交通运营专业的教学用书，还可作为城市轨道交通客服培训教材和参考用书。

Project 1 Daily Station Service
Task 1 Service for Entering and Exiting a Station
Task 2 Asking the Way and Giving Directions
Task 3 Ticket Office
Task 4 Service at Inbound and Outbound AGM
Task 5 Service of Transfer
Task 6 Platform Service
Task 7 Broadcasting
Project 2 Station Emergency Service
Task 1 Dealing with Large Passenger Flow
Task 2 Handling Complaints and Offering Suggestions
Task 3 Get Caught by the Train Door or PSD
Task 4 Handling Passenger Disputes
Task 5 Dealing with Lost