On how to improve the civilized service level of toll collectors

As the "window" of civilized service, the service quality of expressway toll station directly affects the image of the whole highway system. How to establish a set of standardized and unified toll station civilized service standards, systems and assessment methods, how to improve the toll collectors' awareness of civilized service, how to display the image of expressway toll industry, and how to better provide fast, convenient and high-quality services for drivers and passengers is worth our continuous exploration in our work. Firstly, the status quo of civilized service of toll collectors is analyzed. Most toll collectors in expressway management units can establish the service concept of "owner first", and have the ideological quality and professional quality of expanding their career with service and making every effort to build the service brand of expressway enterprises. They can correct their service attitude and improve their service quality in their work practice. However, a few toll collectors have some problems that can't be ignored because of their weak consciousness and service ability of serving car owners wholeheartedly: First, the service is not thoughtful. Some use non-standard civilized language, some use non-standard Putonghua, some speak in a blunt way, and their intonation is not standardized, which makes people feel that the language is not standardized. Second, help is not sincere. Some jobs are not solid, and polite service is a mere formality. When the bus comes, you say hello, but your eyes are on the keyboard and computer, which makes people feel that you are not hello to him, but sincere. Sometimes drivers ask for directions or want toll collectors to pour them a glass of water, but individual employees play dumb and don't feel sincere help. Third, it is not sweet to laugh. Some toll collectors pay more attention to form than content, which makes people feel that the smile is not from the heart. They only pay attention to the form of smile, but have no rich and sweet "content". Smiling for the sake of smiling and giving a big discount will only make people feel sick, which not only damages their own image, but also seriously damages the image of the window of civilization. Second, the analysis of the reasons for the phenomenon that civilized services are not in place (1) Social factors. Some toll collectors reported that some drivers turned a blind eye to the civilized service of toll collectors because of their low quality, and even used low-level and obscene language to "repay" the enthusiasm of toll collectors. The enthusiasm of the toll collectors was exchanged for a basin of ice water, which hit some toll collectors' enthusiasm for civilized service. In practice, this part of the toll collectors show that they pay more attention to the part than the whole, and misunderstand the disrespect of a few low-level obscene drivers in society as the disrespect of most drivers. (2) unit factor. Some toll collectors think that civilized service is a trivial matter, which shows in practice that the purpose of toll stations is to collect fees, and employees only need to collect fees, so they don't have to spend too much energy on civilized service. Individual toll stations are content with the status quo and think that the current service level is acceptable. Compared with the past of my own unit, I always feel that it is better than before, instead of making a horizontal comparison, not comparing with developed provinces, and not comparing with units that have done better civilized services. (3) Personal factors. Not only in the tangible appearance, but also in the personal professional quality, ideological quality and mental outlook of toll collectors. Some toll collectors have low professional level and slow operation speed, so they can't give consideration to civilized service; Some toll collectors don't have a deep understanding of the meaning of civilized service and lack service awareness. In fact, they value freedom, but ignore discipline. When they want to speak civilized language, they speak it well. When they don't want to talk about civilized service, there is a phenomenon of "three debts", that is, "service is not thoughtful, help is not sincere, and smile is not sweet"; Some toll collectors have weak psychological endurance, bring unpleasant things outside of work into toll stations, or have too much and too strong frustration, and their emotions are prone to fluctuations and even depression, and their mental outlook at work is poor, which affects the quality of civilized service. Three. Countermeasures, practices and suggestions for improving civilized service From the analysis of social factors, unit factors and personal factors that cause the phenomenon that civilized service is not in place, I think that strengthening the management of civilized service in charge of work can start from the following points. (1) Strengthen ideological education and study, educate and guide toll collectors to establish a correct working attitude and enhance their sense of responsibility. Charging requires the toll collector to repeat the same action countless times a day, which is monotonous. After a long time, it is easy to get bored and lack enthusiasm for work. From the investigation and analysis of toll collectors' civilized service, it can be seen that if toll collectors are biased in their thoughts, their words and deeds will be biased, and there will be phenomena of emphasizing form over content, emphasizing part over whole, emphasizing purpose over means, emphasizing freedom over discipline, which will lead to poor civilized service. Therefore, it is very important to firmly establish the service consciousness of "owner first" among toll collectors. Therefore, toll collectors should firmly establish the service concept of "people-oriented, car-oriented and road-oriented". It is necessary to strengthen the ideological education of toll collectors on the importance of civilized service. People's words and deeds are the embodiment of their own thoughts, which guide their actions. Only by paying attention to civilized service ideologically can every greeting from the toll collector come from the heart. First of all, based on the needs of drivers and passengers and the satisfaction of drivers and passengers, we will constantly enhance the awareness of high-grade service, start with extending service functions, broaden service content, standardize service behavior, provide high-quality, civilized and humanized services for the society, and strive to create a civilized, fast and comfortable traffic environment for drivers and passengers. Civilized language is an important assessment content in our charging work, and its use directly affects the quality of charging work. The effective use of civilized language can not only effectively improve our service quality and further establish the "window" image of the toll station, but also truly reflect the concept of "smooth, clean, comfortable, beautiful and safe" in our office, thus attracting more vehicles to the road and creating a good social image. (2) Strengthen civilized service and master civilized language. The most direct expression in our charging work is civilized language. Civilized terms such as "hello, thank you" stipulated in our charging system provide a lot of service terms for us to carry out our work, but in the process of use, it always feels a bit formal and lacking in humanization. In fact, civilized language is the communication between people, and we all have the feeling of caring for others and being happy in interpersonal communication. So when it comes to civilized language, I think it is important to care, make it situational and humanized, and speak some languages that care about each other. For example, if you find something wrong with the driver's car, tell him to repair it in time, and he will appreciate you; If you find that the driver is in a bad mood, say "Hello, in a good mood" to him, and maybe his troubles will disappear immediately, and you will also receive special respect. In short, humanized language is loved by everyone. I believe that as long as the civilized language speaks to the driver's heart and the driver really feels your concern for him, then you will be satisfied. Civilized language is a way for toll collectors to communicate with drivers and passengers. At present, the civilized language we use is relatively simple. Toll collectors have to face many drivers every day, and each driver has different needs. Civilized language is the same to them. Some drivers just need to say "hello", while others don't. This requires us to make innovations and breakthroughs in speaking civilized terms, to speak civilized terms flexibly on the basis of maintaining the original style, and to formulate some scientific and reasonable systems and assessment methods to ensure their implementation while correcting the work attitude of toll collectors. I believe that only in this way can our civilized language be more exciting. As service personnel, we might as well put ourselves in the driver's shoes, see what kind of tone we need to speak civilized language from the driver's point of view, find our own foothold, and find out our own gap. Let's take meeting the needs of drivers as a starting point, boldly strengthen our language ability and make civilized language close to the needs of drivers. (3) Change the service concept and advocate fine service. Toll station employees come from different jobs, and their academic qualifications and qualities are different. Although the service attitude, service mode and service level have been improved to a certain extent, with the changes of the times, the service requirements are constantly changing, and some toll collectors still have some gaps compared with the new requirements. The existence of these gaps has both subjective and objective reasons, but many aspects are caused by subjective reasons. We should overcome these subjective reasons through fine service, so that the satisfaction of drivers and passengers with our service work can be continuously improved. In the process of changing service concept and advocating fine service. First, we should always put quality service first, correct the work style of toll collectors, and change lazy, procrastinating and sloppy behaviors. Second, standardize the service behavior, correct the random behavior in the past service process, and reflect the requirements of standardized service; Third, improve the service system and strive to improve the quality and level of service. Vigorously promote smile service, and everyone strives to be a smile service star. Fourth, through refined service, toll collectors can further enhance their service concept and awareness, enhance their sense of hardship, start from themselves, start from small things, do everything well, and pursue every service to satisfy drivers and passengers. (4) Strengthen supervision by public opinion. Actively carry out publicity work on laws and regulations facing the society and establish a multi-faceted supervision and reporting system. Toll stations should actively use television, radio, newspapers and other media to publicize the legality of charges and the relevant laws and regulations of toll roads. At the same time, strengthen forward-looking services and give full play to the functions of regulatory agencies, such as providing convenient road information, road network traffic, driving dynamics, weather conditions, etc. in the construction section of toll plaza and scenic spots along the route; Set up a complaint telephone or online column for people to express their opinions and consult. Increase communication between toll collectors and drivers' friends beyond business, enhance communication and strive to establish a harmonious service relationship. (five) to do a good job in the creation of toll station civilization, improve the incentive mechanism, improve the professional quality of toll collectors, and strengthen the awareness of quality service. It is necessary to carry out in-depth activities to create honorary titles such as "National Women's Civilized Post", "Provincial Youth Civilization" and "Civilized Unit", so that employees can further enhance their awareness of civilized service and improve their consciousness and sense of responsibility during the creation process. At the same time, staff can be encouraged to create a positive working atmosphere of "learning, comparing, catching up, helping and surpassing" by means of "star toll collectors", "smiling service stars" and "business pacesetter". Conduct civilized service training to improve the professional quality of front-line toll collectors. In order to further improve the service level, establish a civilized window image of serving car owners and contributing to society, and show good professional ethics. "Civilized and High-quality Service Competition" and toll collector training class organized by the management office. "Three trainings" have been carried out: First, the training of charging civilized service terms and Putonghua requires the toll collectors at all stations to study and implement them seriously in specific work; The second is to reaffirm the dress code of toll collectors, correct the irregular dress behavior in daily work, standardize gfd in work, and organize large-scale military training on a regular basis. Strengthen the training of toll collectors in succession and queuing, and put forward new requirements for the quality of queuing to and from work: queuing on time before class, dressing properly, standardizing the password of the squad leader, marching in an orderly manner, and handing over etiquette, so as to make the toll handover more standardized, orderly and orderly, and show the good image of the toll team. Through training, we will comprehensively standardize the civilized service of toll collectors from the aspects of gfd, dress code, civilized language, gestures, sitting posture, and saluting in line. The forms of civilized service are diversified, and the requirements of civilized terms are standardized, so that toll collectors can provide all-round high-quality services for past drivers and passengers, and then establish a good image of high-quality civilized service in the toll window. In the process of service etiquette training, through the summary of * * *, a good atmosphere is formed in which everyone pays attention to etiquette, everyone pays attention to civilization, and everyone strives to be a civilized messenger at the toll window, so as to enhance the service awareness of toll collectors and provide better and more satisfactory services for car owners. (six) to carry out special service projects according to local conditions. According to the characteristics along the line, toll stations can carefully ponder and analyze the psychological needs of drivers and implement a series of extended services and satisfactory services without affecting their work. For example, our station has made a "Guide Map of Shandong Expressway Civilization", which indicates the mileage and station name of each section of the expressway, and is equipped with a toolbox to provide drivers and passengers with commonly used drugs, drinking boiled water and maintenance tools for free. The toll booth is a window, "Responsibility is more important than Mount Tai, and image is above everything else", which should be engraved in the hearts of every employee. Enthusiasm is not enough. The key is action. We should improve our understanding and change our thinking, which requires us to start from small things and standardize our behavior. Only by applying civilized service to daily work, persevering and forming habits can drivers be satisfied to the maximum extent. At work, as long as you have a correct attitude and treat the driver and passengers as your relatives and friends, just like greeting each other, you will feel intimate to the driver and let him feel that your service is sincere and honest. Only in this way can civilized service achieve satisfactory results. As the staff of the expressway, the service quality directly affects the image of the expressway. "The driver is God". Only when God is satisfied will our work be completed. When the driver comes to the toll booth from far away with a tired body, I think he will feel as warm as home when he sees your knowing smile and cordial greetings. Speaking civilized language is to create a home atmosphere for drivers. If you do this, then civilized language will be well spoken. Smile service is the premise of speaking civilized language well. Being able to provide smiling service is a manifestation of the sense of responsibility and honor of toll collectors and a valuable quality. Smiling service will have a pleasant impact on the driver's mood, and the driver's mood is often affected by the service attitude of the toll collector. The initiative of providing smiling service for drivers and passengers in civilized service depends entirely on the toll collectors themselves. We must highly understand the position of service in our work, actively provide smiling service and implement civilized service, and the service quality will be improved. We should earnestly achieve "the beauty of service language, the beauty of operation behavior, the beauty of manners and appearance, and the beauty of window environment." Today, with the rapid development of expressways, it is an arduous task for toll stations to provide high-quality and civilized services for drivers and passengers, and it is also a mirror for toll stations to provide social supervision and inspection, so civilized services will surely become the top priority in toll collection. In short, it is a long-term task to build the service brand of Tongsan Expressway, vigorously implement the "standardized, standardized, intensive and humanized" management proposed by the provincial bureau, correct the working attitude of toll collectors, improve the service quality and further shape the window image of civilized service.