自1997年一号线开通以来,广州地铁努力兑现“安全、准点、舒适、快捷”的服务承诺,严格履行“以人为本”的企业理念,在对外、对内服务工作中取得了不菲成绩,赢得了广大市民和员工的一致认可和好评。但随着各种运输方式的日益成熟,地铁面临的竞争日益严峻。只有不断提高服务质量,地铁运输才能获得更多的市场份额。本文主要从对外、对内服务两个方面,分析地铁服务工作中存在的一些问题并提出自己的一点建议。 Since the opening of Line 1 in 1997, Guangzhou Metro strives to fulfill its service commitment of “safety, punctuality, comfort and speediness” and strictly complies with the corporate philosophy of “people-oriented”. In the external service and internal service, Philippine scores, won the majority of citizens and employees unanimously approved and praised. However, with the maturity of various modes of transport, the competition facing the MTRC is becoming more and more serious. Only by continuously improving the quality of service can MTRC obtain more market share. This article mainly analyzes some problems existing in the subway service work from two aspects of external and internal services and puts forward my own suggestions.