On how to strengthen the management of convenience service desk in grass-roots toll stations

As a window unit in the transportation industry, the toll station's civilized service is always an important part of the charging work. Civilized service is an important means to improve the competitiveness of expressway management enterprises and promote the growth of economic benefits of enterprises, and plays an important role in the comprehensive management of expressways. Since the establishment of Yuanping Toll Station, a series of civilized service activities have been continuously carried out, and various mechanisms have been continuously established, which has greatly improved the civilized service. To strengthen the civilized service management in toll collection, we can start with the following points. (A) to strengthen the ideological quality education of employees is the key to do a good job in civilized service. From the investigation and study on the civilized service of employees and the analysis of the reasons for the poor civilized service, we can see that it is very important to firmly establish the service consciousness of "customer first" among employees. (2) To improve civilized service and create a window image of civilization should follow the working ideas of "three noes", "four beauties", "five hearts" and "six haves". The toll collectors are required to face the drivers and passengers with full enthusiasm and loud voice and use civilized terms, "three noes", that is, "aiming at the charging target and not relaxing, strengthening service supervision and ensuring that civilized charging is not sloppy". We should pay attention to both ends and means, and strengthen monitoring. In order to put civilized service in place, it is necessary to strengthen the detailed assessment of civilized service, and deduct points for employees who violate the regulations, so that the awareness of civilized service can 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, through the use of standardized daily expressions of civilized service such as "please", "hello", "please wait a moment", "please take care of it" and "welcome to visit next time", we can create a language civilization by "welcoming people when they come, answering questions when they go". The second is to create a civilized behavior by queuing up and laying off workers, further standardizing employees' "standing posture, sitting posture and walking posture", and standardizing the use of various gestures to command vehicles such as parking. The third is to create an image civilization by smiling service, listing posts and dressing the, leaving a good impression of kindness, enthusiasm and generosity to the drivers and passengers. The fourth is to create environmental civilization by optimizing the environment of the sentry box and station area and enthusiastically providing tea, emergency medicine, surrounding road conditions, policy consultation and other services for past drivers and passengers. "Five hearts", that is, "smile and serve sincerely, charge and issue cards attentively, explain and explain patiently, judge models carefully, and serve the people enthusiastically". Employees are required to serve the car owners in a down-to-earth manner during the charging process, and establish the view of * * * being proud of the car owners, forming a "five-hearted" service fashion, so that employees can serve from the heart every time. "Six haves", that is, "thoughts are standardized, behaviors are standardized, services are standardized, business is regulated, systems are implemented, and work is assessed". Constantly improve service standards and business skills, constantly improve the toll management system and assessment methods, strengthen the awareness of quality service, and implement all-round, operable, standardized and vigorous services for drivers and passengers, "making the toll window a bright spot of expressway communication civilization". (3) Change the service concept and advocate fine service. With the change of the times, the service requirements are constantly changing, and some employees have some gaps compared with the new requirements. 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. First of all, we must always put quality service in the first place, correct the work style of employees, and change the lazy, procrastinating and sloppy behavior of employees. Secondly, standardize the service behavior, correct the random behavior in the past service process, and reflect the requirements of standardized service; Finally, improve the service system, strive to improve the service quality and service level, and make employees further enhance their service concept and service awareness through fine service, enhance their sense of hardship, start from themselves, start from small things, start from bit by bit, do everything carefully, and pursue every service to satisfy the drivers and passengers. (4) Holding service training to improve the professional quality of employees. Through training, employees' civilized service has been comprehensively standardized from the aspects of gfd, dress code, civilized language, sitting posture and standing posture, etc., so that the forms of civilized service are diversified and the requirements of civilized service are standardized, so that toll collectors can provide all-round high-quality services for drivers and passengers in the past, and beautify the image of toll collection window. It is a long-term work to build the service characteristic war zone of Yuanping toll station, correct the service attitude of toll collectors in work practice, improve the service quality and further shape the window image of civilized service. We must constantly investigate and study, carefully analyze the actual situation, and find a solution to make the civilized service work to a new level.