On how to improve the civilized service level of toll collectors

As the "window" of civilized service, the expressway toll station's service quality 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 toll collectors' awareness of civilized service, show the image of expressway toll industry, and better provide fast, convenient and high-quality services for drivers and passengers, is worth our continuous exploration in our work. First, the analysis of toll collectors' civilized service status. Most toll collectors in expressway management units can establish the service concept of "owner first", and have the ideological quality and professional quality to expand their career with service and make 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 are nonstandard in using civilized language, some are nonstandard in Putonghua, and some are blunt and nonstandard in intonation, which makes people feel that the language is nonstandard. Second, the help is not sincere. Some work is not solid, civilized and polite service is a mere formality, and when the car comes, it says hello, but its eyes are on the keyboard and computer, which makes people feel that you are not hello and sincere to him. Sometimes drivers ask for directions, or they want to ask toll collectors to give them a glass of water, but individual employees are deaf and don't feel sincere help. Third, the smile is not sweet. Some toll collectors pay more attention to the form than the content, which makes people feel that the smile is not from the heart. They only pay attention to the form of the smile without enriching the sweet "content". Smiling for the sake of smiling, with a big discount, only makes 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 causes of the phenomenon that civilized service is 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 "returned" the enthusiasm of toll collectors with low-level and obscene language. The enthusiasm of toll collectors was exchanged for a basin of ice water, which hit some toll collectors' enthusiasm for civilized service. In practice, this part of toll collectors showed that they paid more attention to parts than to the whole, and misunderstood the disrespect of a few low-level and obscene drivers in society as that of most drivers. (2) unit factors. Individual toll collectors think that civilized service is a trivial matter, which in practice shows 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 passable. Compared with the past of their own units, they always think that it is OK to be better than before, instead of making horizontal comparison, not comparing with developed provinces or comparing with units that have done better civilized service. (3) Personal factors. It is not only reflected in the tangible appearance, but also in the personal professional quality, ideological quality and spiritual outlook of the toll collectors. Some toll collectors can't take care of civilized service because of their low business level and slow operation speed; Some toll collectors don't have a deep understanding of the meaning of civilized service, and their sense of service is relatively lacking. In practice, they value freedom but neglect discipline. When they want to speak civilized language, they say it in place. When they don't want to say 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 work into the toll booth, or have too much and too strong frustration, and their mood is prone to fluctuation or even depression, and their mental outlook at work is not good, which affects the quality of civilized service. Iii. Countermeasures, Practices and Suggestions for Improving Civilized Service From the analysis of the social factors, unit factors and personal factors that cause the phenomenon that civilized service is not in place, I think that to strengthen the management of civilized service in charge work, we can start with 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 every day, which is monotonous and boring. After a long time, it is easy to get bored and lack enthusiasm for work. From the investigation and analysis of the civilized service of toll collectors, it can be seen that if the toll collectors are biased in their thoughts, their words and deeds will be biased, which will lead to the phenomenon of emphasizing form over content, emphasizing parts over whole, emphasizing purpose over means, and emphasizing freedom over discipline, which will lead to the poor civilized service. Therefore, it is very important to firmly establish the service consciousness of "owner first" among toll collectors. Therefore, the 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, with the demand of drivers and passengers as the starting point and the satisfaction of drivers and passengers as the end point, we will continuously enhance the high-grade service consciousness, start with extending the service function, broaden the service content, standardize the 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 the quality of 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 "smoothness, cleanliness, comfort, beauty and safety" in our office, thus attracting more vehicles to the road and creating a good social image. (2) Strengthen civilized service and grasp 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 us with many service terms when we carry out our work, but in the process of use, we always feel a little formalized 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. Therefore, when talking about civilized language, I think it is important to care about it, 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 be grateful to you; If you find the driver in a bad mood, say "Hello, have a good mood" to him, and maybe his troubles will disappear immediately and you will be treated with special respect. In short, the humanized language is loved by everyone. I believe that as long as the civilized language is spoken to the driver's heart and the driver truly feels that you care about 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 face many drivers every day, and each driver has different needs. The civilized language is the same for 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 its implementation while correcting the working attitude of toll collectors. I believe that only in this way will our civilized terms be more exciting. As service workers, we might as well put ourselves in the other's shoes with drivers, see what kind of tone we need to use to speak civilized language from the driver's point of view, and find out our foothold, so as to find out our gap. Let's take meeting the driver's needs as a starting point, boldly strengthen our language skills and make civilized language close to the driver's needs. (3) Change the service concept and advocate fine service. Toll station employees come from different jobs, and their academic qualifications and quality 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 have some gaps compared with the new requirements. These gaps exist for 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 in the first place, correct the work style of toll collectors, and change lazy, procrastinating and sloppy behaviors. Second, standardize 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 fine service, toll collectors can further enhance their service concepts and service awareness, 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) Strengthen the supervision of public opinion. Actively carry out publicity work of laws and regulations for 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 toll collection and the relevant laws and regulations of toll roads. At the same time, strengthen the forward-looking service and give play to the function of the supervisory body, such as providing convenient road information, road network traffic, driving dynamics and weather conditions on the construction section and scenic spots along the toll plaza; Establish complaint telephone numbers or online columns for people's opinions and consultation, etc., increase further communication between toll collectors and drivers' friends besides business, enhance exchanges, and strive to establish a harmonious service relationship. (five) 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 in the process of creation. At the same time, the staff can be encouraged to create a positive working atmosphere of "learning, competing, catching up, helping and surpassing" through "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" organized by the Management Office and training courses for toll collectors. "Three trainings" have been carried out: First, the training of charging civilized service terms and Putonghua, which requires the toll collectors at all stations to seriously study and implement in specific work; The second is to reaffirm the dress code of toll collectors, correct the irregular dress behavior in daily work, and standardize gfd at work; Third, organize regular large-scale military training. Strengthen the training of toll personnel in succession and queue up, and put forward new requirements for the quality of queue up to and from work: queue up on time before class, dress in place, monitor's password standard, orderly procession and handover etiquette, so as to make the handover of toll more standardized, orderly and orderly, and show a good image of toll team. Through the training, the civilized service of toll collectors is fully standardized from the aspects of gfd, dress code, civilized language, gestures, sitting posture, saluting in procession, etc., so that the forms of civilized service are diversified and the requirements of civilized language are standardized, so that toll collectors can provide all-round high-quality services for drivers and passengers in the past, and then establish a good image of high-quality civilized service at the toll window. In the process of carrying out 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 its own "Shandong Expressway Civilization Guide Map", indicating the mileage of expressways in each section, the name of the station and other related information, and equipped with a toolbox to provide drivers and passengers with commonly used drugs, drinking boiled water and maintenance tools free of charge. The toll booth is a window, "Responsibility is more important than Mount Tai, and image is above everything else", which should be engraved in every employee's mind. It is not enough to be full of enthusiasm. The key lies in 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 drivers and passengers as your relatives and friends, just like greeting each other, you will have a sense of kindness to the driver and let him feel that your service is sincere and honest. In this way, civilized service will achieve satisfactory results. As a staff member of the expressway, the quality of service directly affects the image of the expressway. "The driver is God". Only when God is satisfied, our work will be done. 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 greeting. Speaking civilized language is to create a home atmosphere for drivers. If you do this, then civilized language will be well spoken. Smiling service is the premise of speaking civilized language well. Being able to provide smiling service is the performance of the toll collectors' sense of responsibility and honor, which is 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 toll collectors' service attitude. The initiative of providing smiling service to drivers and passengers in a civilized service work is entirely up to the toll collectors themselves. We must highly understand the position of service in our work, take the initiative to provide smiling service, and implement civilized service, so that the service quality will be improved. We must earnestly achieve "the beauty of service language, the beauty of homework behavior, the beauty of manners and instruments, 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 service for drivers and passengers, and it is also a mirror for social supervision and inspection provided by toll stations, so civilized service will surely become the top priority in toll collection. In a word, it is a long-term task to build the service brand of Tongsan Expressway, vigorously implement the "standardization, standardization, intensification and humanism" 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.