New Learning of Etiquette for Toll Collectors at Toll Stations

Civilized service is first embodied in civilized language. If we grasp civilized language, we will grasp the main contradiction between people and things. On the one hand, according to the actual situation of toll stations, we should standardize and unify the use of civilized terms, give people a cordial and warm feeling, and match greetings on holidays to achieve the purpose of civilized service; On the other hand, we should form the good habit of speaking civilized language. The civilized language of toll station is very important for the whole civilized service construction of toll station, and it is one of the standards to measure the service level of toll station and toll collector. Several aspects that toll collectors should pay attention to when mastering civilized language:

(1) Tone, voice

Tone, intonation and voice are the "overtones" of speech content, which are often more important than the content of speech. From these aspects, guests can judge whether the things behind what the toll collector said are welcome or boring, respectful or rude. At the same time, it is necessary to use Putonghua so that drivers and passengers who live in the south and north can understand and understand it.

(2) Facial expression

Facial expression is the expression of the inner feelings of the service staff. Even if it is not spoken in words, the expression will still tell the guests what a person's service attitude is. Smiling is the most objective explicit behavior that can reflect love, and the happiness it brings can't be measured by general value scale. A smile may mean "Welcome", "Nice to meet you", or "Express your approval or appreciation for your work" or "Like your work performance".

(3) Eye contact

Eyes are the windows to the soul. When a person's eyes meet a guest unexpectedly, proper contact can show the sincerity of a person's service to the guest.

(IV) Mastery of relevant business knowledge

The charge is accurate and comprehensive in mastering relevant business knowledge, and it can be done quickly and accurately by answering guests' inquiries.

(5) It is forbidden to use service taboos in charging work (1) Hey! (2) pay the money, hurry up! (3) What are you doing? Hurry up! (4) There is no change, go out and change it yourself! (5) What are you yelling about? Wait a minute! (6) There is no end! (7) No money to find, wait! (8) This is my attitude! (9) Who told you not to take it well! (1) Do you care? (11) You will be punished! (12) wait behind! (13) Don't know! (14) Get out! (15) If you have the ability, you can sue! (16) What horn to honk? I'm busy! (17) The charging standard card is erected there, and you can see for yourself! (18) I don't know, you ask me, who am I asking! (19) I can't solve it. Go to whoever you want! (2) Why not prepare in advance!

2. Etiquette and politeness are images

The manners and manners of toll collectors represent the overall image. Therefore, toll collectors are required not only to be dignified and generous in appearance, but also to be civilized and kind in expression, and to overcome the rigid and lazy attitude. Specific requirements: (1) The appearance should be neat and tidy, pay attention to the hairstyle of clothes, and give people a sense of solemnity, generosity, beauty, propriety and harmony, which makes them look fresh and neat and refreshed. (2) Act in a civilized manner, have correct posture when sitting, standing and walking, and pay attention to overcoming unconscious little moves that are easy to cause resentment among drivers and passengers. (3) On the expression, you should smile and be pleasant, giving people a sense of intimacy. Don't look cold and dull, giving people an unwelcome feeling; Second, we should concentrate on listening and give people a sense of respect. Don't be listless and careless, giving people a sense of coldness; Third, we should be honest, neither humble nor supercilious, giving people a sense of sincerity. Don't be fearful and passive, which gives people a sense of hypocrisy; Fourth, we should be calm and steady, giving people a sense of calm. Don't be in a hurry, giving people a sense of impatience; Fifth, look calm, relaxed and confident, giving people a sense of relief. Don't frown and look tired, giving people a sense of weight. Sixth, don't look bored, stiff and angry, and don't make faces, spit out your tongue and blink, giving people a sense of disrespect.

in the charging work, no behavior is allowed; (1) Shake and knock the table! (2) on the desktop! (3) stretch! (4) a cigarette in your mouth! (5) chew food with your mouth! (6) Throw a ticket card and change! (7) Step on the desktop with your pedal! (8) Careless, do not face up to the owner!

Third, service attitude is the key

The quality of service attitude is mainly manifested in: solving practical difficulties for drivers and passengers seriously and responsibly, treating drivers and passengers warmly and patiently, dealing with special situations quickly and thoughtfully, patiently answering and calmly handling complaints when receiving them, and avoiding deliberately making things difficult, demanding seizure of certificates or using service taboos. Specific requirements: (1) Warm service, to meet the needs of drivers and passengers, to think about the demands of drivers and passengers, and to treat every driver and passenger seriously. Enthusiastically help drivers and passengers to solve their difficulties. No matter how big or small things are, we should give drivers and passengers a satisfactory result or answer. Even if the service requirements are not the services of our posts, we should take the initiative to contact the relevant departments to help drivers and passengers solve difficult problems. If you can't meet it at the moment, you should explain the reasons to the drivers and passengers and apologize. Don't simply answer "I don't know" or "I can't help it", and don't pretend to understand, be ambiguous or prevaricate. (2) Smile service. Smile is the most beautiful language in the world, and it has a strong appeal. One smile often brings another smile, which enables both parties to communicate and establish friendship and harmonious relations, which is very important for the toll industry. In the face of simple and boring charging work, you should be able to adjust your mood, keep a good attitude and work with a smile; In the face of deliberate difficulties and unreasonable troubles, we should treat them with a smile. No matter how noisy the other party is, we should keep a calm mind, explain patiently with a smile and serve with a smile. (3) wronged service. No matter how busy and stressful the service work is, we should remain impatient and bored, and treat the drivers and passengers calmly and freely. Drivers and passengers should listen to their opinions with an open mind, and drivers and passengers should be calm when they have emotions. Even if the drivers and passengers are at fault, they must never quarrel with them or take such measures as deliberately making things difficult, demanding the seizure of certificates, using service taboos, and arbitrarily charging tolls. We should be strict with ourselves when conflicts arise. We should always deal with them with a clear attitude, but also with a tactful and flexible tone, so as to be rational, virtuous, affectionate, restrained, courteous, and always strike back and scold, so as to establish the image of a civilized toll collector.

The toll station is the window, and the toll collector is the window in the window. The toll collector should use standard civilized language in the ordinary three-foot booth. Good manners and service attitude are to show the level of civilized service and establish a good image of civilized service.