How to improve the civilized service of toll station

As the window unit of the transportation industry, the civilized service of toll station is always an important part of the toll collection work. In today's increasingly common market homogenization and convergence, civilized service is an important means to improve the competitiveness of expressway management enterprises and promote the economic growth of enterprises, and plays an important role in the comprehensive management of expressways.

Since the opening of the toll station, a series of civilized service activities have been continuously carried out, various mechanisms have been continuously established, and civilized service has been greatly improved. At present, employees' awareness of civilized service is generally strong. Most employees have established the service concept of "customer first", and have the ideological quality and professional quality to expand their career with service and build the service brand of expressway enterprises with all their efforts. In their work practice, they corrected their service attitude and improved their service quality. However, in practical work, it is also found that a few employees have some problems that can not 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 employees' daily work is not solid, and civilized and polite service is a mere formality. When the bus comes, they say hello, but their eyes are on the keyboard or computer. Their duplicity makes people think that you are not hello, and you are sincere to him. Third, the smile is not sincere. Some employees pay more attention to form than content, and their smiles are not from the heart, but "superficial articles", which damages the image of the window of civilization.

How to improve the service quality, so as to maintain the sustainable development of enterprises and continuously improve the economic benefits of enterprises is worthy of our expressway managers' serious consideration and attention.

First of all, it analyzes the reasons for the phenomenon that civilized service is not in place.

(1) Social factors. Due to the low quality of some drivers, they turn a blind eye to the civilized service of toll collectors, don't really look at you, and even "repay" the enthusiasm of employees with low-level and obscene language. The enthusiasm of employees for a pot of ice water has been hit, which has hit the enthusiasm of some employees for civilized service. In practice, these employees pay more attention to the part than the whole, and misunderstand the disrespect of a few low-level and obscene drivers in society as the disrespect of most drivers.

(2) unit factor. It is understood that some employees think that the unit does not pay enough attention to and research on civilized service, and even find that individual toll stations think that civilized service is a trivial matter. In practice, it shows that the purpose of toll stations is to charge fees, and employees can charge without spending too much energy on civilized service issues; Some units are content with the status quo and think that the current service level is passable. Compared with the past of my own unit, I always feel that it is better than before, rather than making a horizontal comparison, and there is no comparison with the unit that has done better civilized service. Some toll stations have failed to form a civilized service work system or atmosphere, and there are certain deviations in the standards for judging the merits of civilized service behavior.

(3) Personal factors. It is not only reflected in the tangible appearance, but also in the personal professional quality, ideological quality and mental outlook of employees. Some employees have low professional level, slow operation speed and can't take care of civilized service; Some employees don't have a deep understanding of the meaning of civilized service and lack service awareness. In fact, they value freedom more than discipline. Some employees have weak psychological endurance, bring unpleasant things outside of work to the toll station, or have too much and too strong frustration, and their emotions are prone to fluctuation or even depression, and their mental outlook is not good at work, which affects the quality of civilized service.

Two, improve the civilized service countermeasures, practices and suggestions

From the analysis of social factors, unit factors and personal factors that cause the phenomenon that civilized service is not in place, I think we can strengthen the management of civilized service in toll stations from the following points.

(1) Do a good job in promoting two services and two systems, and build a civilized service support system for the company. Doing two services well means serving internal customers and external customers. The establishment of the two systems refers to the standardized and standardized management system of toll stations established according to the "6S" management standard, and the "6σ" (

Six sigma) management methods Establish a measurement system for error correction and performance evaluation.

Only by serving "internal customers" well can we promote the service of "external customers". Employees are "internal customers" of enterprises. Providing quality service to internal customers is the source of strength for employees to provide quality service to society and consumers. Only by making employees comfortable and satisfied can we actively provide quality services to customers. From the perspective of "management is service, service is detail, and detail is zero defect", the management level of toll station is improved by combining 6s and 6σ quality management contents.

(2) Strengthening the ideological quality education of employees is the key to do a good job in civilized service. From the investigation and study of the civilized service of employees and the analysis of the reasons for the poor civilized service, it can be seen that it is very important to firmly establish the service consciousness of "customer first" among employees. All charge management units should strengthen employees' ideological education on the importance of civilized service. People's words and deeds are the embodiment of their own thoughts, which guide their actions. Only by attaching importance to civilized service ideologically can every greeting from employees come from the heart. If an employee's thoughts are biased, his words and deeds will be biased, which will lead to the phenomenon of emphasizing form over content, emphasizing part over whole, emphasizing purpose over means, emphasizing freedom over discipline, and further leading to the need to improve civilized service.

(three) to maximize the civilized service as the goal, to create a civilized window image. According to the working ideas of "three wants and three noes" and "four beauties, five hearts and six possessions", this is a new idea to improve the quality of civilized service. Practice has proved that this new working idea has played a vital role in establishing a civilized and high-quality window image.

"Three Essentials" means "to master civilized language with two-way communication, to standardize services with enthusiasm, and to master charging discipline with a heart of stone". First, all employees, especially the drivers of subordinate units, are required to respond to the civilized words and deeds of toll collectors when passing through the toll lane to realize face-to-face and standardized emotional interaction; Second, in view of the phenomenon that a few toll collectors greet the computer, they are required to use civilized language for drivers and passengers with full enthusiasm, and at the same time, charge managers at all levels are required to do a good job in standardizing the charge work with full enthusiasm and form a service system; Third, strengthen civilized service management in strict accordance with the company's rules and regulations. Any unprincipled tolerance is a manifestation of irresponsibility in work and must be resolutely stopped.

"Three noes", that is, "don't relax the target of charging, strengthen service supervision, and ensure that civilized charging is not sloppy". We should give consideration to both ends and means and strengthen monitoring. In order to put civilized service in place, the company revised and improved a set of charging management system and assessment management methods, deducted points for employees who violated the regulations, and let the awareness of civilized service take root in the hearts of every employee.

"Four beauties" means "beauty of language, beauty of behavior, beauty of image and beauty of environment". First, by using standardized daily expressions of civilized service such as "please", "hello", "please wait a moment", "please take care of me" and "welcome to visit next time", we will create a language civilization of "welcome when people come, and answer questions when they go". The second is to further standardize employees' "standing posture, sitting posture, walking posture" and create a civilized behavior through queuing layoffs. The third is to leave a good impression of kindness, enthusiasm and generosity to the drivers and passengers through smiling service, listing for posts and dressing neatly, and create an image civilization. Fourth, by optimizing the environment of the sentry box and station area, we will provide tea, first-aid drugs and policy consulting services for past car owners to create an environmental civilization.

Five hearts ",that is," sincere smile service, paying and issuing cards with heart, patiently explaining and explaining, carefully evaluating models, and serving the people enthusiastically ". Employees are required to serve the car owners in a down-to-earth manner during the charging process, establish the view that * * * is proud of the car owners, and form a "five-hearted" service fashion, so that employees can serve from the heart every time.

"Six haves" means "ideological norms, behavioral norms, service norms, business norms, system implementation, and work assessment". Constantly improve service standards and business skills, constantly improve the toll management system and assessment methods, strengthen the awareness of quality service, and provide all-round, operable, standardized and dynamic services to drivers and passengers, "making the toll window a bright spot of expressway traffic civilization".

(4) Change the service concept and advocate fine service. Why should we change the service concept and advocate fine service? It can be seen from the survey that since the opening of the expressway, the service attitude, service mode and service level of employees have been improved to some extent. However, with the changes of the times, the service requirements are constantly changing, and some employees 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 the service concept and advocating fine service, first, we should always put quality service in the first place, correct the work style of employees and change their 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. Fourth, through refined service, employees 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.

(5) Hold service training to improve the professional quality of employees. 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. Through training, the civilized service of employees is fully standardized from the aspects of gfd, dress code, civilized language, sitting posture, standing posture and salute. It diversified the forms of civilized service, standardized the requirements of civilized service, and allowed toll collectors to provide all-round quality services for passing drivers and passengers, beautifying the image of 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, which enhances the service awareness of employees and provides better and more satisfactory services for car owners.

Excellent service quality is an important part of improving the core competitiveness of expressway industry, and it is also the external embodiment of the company's "first-class professional operation management". It is the duty of our toll management personnel to improve the quality of toll service. In short, it is a long-term work to build the service brand of expressway enterprises, correct the service attitude of toll collectors in work practice, improve service quality and further shape the window image of civilized service. As expressway managers, we must constantly investigate and study, carefully analyze the actual situation, and find solutions to make the civilized service management of expressway toll stations reach a new level.