How to improve civilized service in toll stations?

First, strive to improve the comprehensive service awareness of toll collectors.

1, improving the comprehensive service consciousness of toll collectors is the fundamental guarantee to complete all the work with high quality and enhance the development potential of highway toll industry. To improve the consciousness of civilized service of toll collectors, we must pay close attention to team building. Through frequent and in-depth ideological education, let the staff correct their attitudes and positions and truly realize that the essence of work is service and the responsibility of providing quality services for drivers and passengers.

2. We must implement civilized service in every link of our work and stick to it for a long time. To grasp team building, we must establish the consciousness of people-oriented, overcoming difficulties and innovating services, and take the ideological and cultural quality of toll collectors as the basis for strengthening team building and doing a good job in charging. It is necessary to do a good job in training and competition activities, and often hold charging knowledge competitions such as counting money, civilized terms and evaluating car models to improve the professional skills and service awareness of toll collectors.

3, to cultivate the awareness of civilized service, as a strategic task to grasp, do a good job of pre-job understanding of civilized service and regular training in the post, and train toll collectors to charge by weight. Enhance the ability of toll collectors to collect fees according to law, further improve their consciousness of obeying the law, professional ethics and legal concept, learn to effectively grasp ideological and political work, carry out toll collectors' heart-to-heart talks and learn model activities, and help toll collectors solve their ideological concerns and practical difficulties.

4. Toll collectors will make a qualitative leap in three aspects: a, stressing ideals, dedication and progress, becoming the same values, and consciously linking the three-foot sentry box with national interests and spiritual civilization construction in the toll collection industry. B stressing civilization, morality, civilized service and smiling service will become the working principles of toll collectors. C stresses learning, assiduously studies the charging business, and makes civilized service a conscious action. Learn politics, theory, business and work skills in combination with work practice.

Second, strengthen ideological education and study.

1, educate and guide employees 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. Through political study and professional ethics education, toll collectors establish a correct outlook on life and values, maintain an optimistic working attitude, and enhance their awareness of active service.

2. Using different forms of education and professional training can make the consciousness of "dedication and dedication" deeply rooted in people's hearts. At the same time, in order to improve the comprehensive quality education of toll collectors, service quality training should be carried out regularly, including lectures on basic etiquette knowledge, interpersonal relationship handling, speaking skills and communication methods. Through these trainings, communication with drivers and passengers will be strengthened, and drivers' incomprehension of charging will be calmed down.

Third, establish and improve standardized and unified civilized service standards and practical procedures.

1, in strict accordance with the unified and standardized civilized service system promulgated by the Autonomous Region Administration Bureau, including detailed civilized service standards and assessment and reward and punishment methods, such as queuing succession process, dress code, listing service methods, civilized terms, etc., so as to achieve consistent civilized service standards, consistent requirements and consistent rewards and punishments for toll stations. After the implementation, all units can compare, compete and promote each other, and at the same time facilitate the daily supervision of superiors and all walks of life.

Fourth, strengthen internal management and create a positive working atmosphere.

1, in daily management, we should pay special attention to the unity among employees, so that they can compete with each other in the civilized service level, and at the same time, we should reasonably grasp and strictly implement the system standards and reward and punishment measures, but we should appropriately punish them, not focus on punishment, but on the unity and mutual assistance of the whole team.

2. In daily work, we should always keep abreast of the ideological trends of the workforce, solve problems for employees in a timely manner, care for and care for employees, let every employee integrate into the big family of toll stations, and let employees not bring any emotions into their work, go to work happily and have a happy rest.

Fifth, the key to quality and civilized service is people-oriented.

1, through education and training and strengthening management, improve the political quality and professional quality of employees, and create high-level quality services with the high quality of employees. Attach importance to training and educational methods. Strengthen standardized etiquette training. Strengthen business skills training and improve service efficiency. Strengthen typical training. Organize employees to observe and learn advanced units and individuals with high quality and civilized service on the spot, enhance perceptual knowledge and learn from each other's strengths.

2. Organize a speech contest for dedicated service, praising the noble demeanor of employees' hard work, diligence and dedication; Promote standardized services with employee star management as the core. Through the assessment of the toll collector's "morality, ability, diligence and performance", the corresponding star level is awarded. Implement "star-linked posts, fixed post salaries, linked to star salaries" to fully mobilize the enthusiasm of employees; Actively create a beautiful and comfortable service environment. Strengthening the intensity and breadth of supervision and forming an all-round supervision system are the guarantee for implementing quality and civilized services.

3, quality service work should always be unremitting, not landslide, unwavering, in addition to the formulation and implementation of various systems, we must also strengthen the supervision and inspection mechanism. It is necessary to hire social supervisors and units to set up full-time supervisors, often make unannounced visits to the service environment, service attitude and service quality of the toll window, solicit opinions from the masses extensively, solve problems existing in service work, ensure that standardized service standards are implemented in every work link, and establish a good image of high-quality, efficient, fast and safe service of the toll window.

4. It is necessary to fully mobilize, launch in depth, and publicize quality and civilized services with great momentum; Clear objectives, make plans, implement them step by step, and put the responsibility on people; Improve the mechanism, strict assessment, open standards, cash rewards and punishments; Implement the "number one" project and do a good job in quality and civilized service; Establish a "one center, four levels" service pattern, that is, service drivers and passengers as the center, first-line service drivers and passengers, second-line service frontline, leading service employees, and superior service subordinates.

The importance of quality and civilized service;

Service is a management. The improvement of high-quality civilized service level must rely on strict, standardized and scientific management, which can promote the improvement of high-quality civilized service level.

2. Service is a culture. The construction of service culture system includes: employees should have the service spirit of love and dedication, the moral values of service first, the pragmatic spirit of selfless dedication, unity and forge ahead, mutual help and hard work, and the resulting "help each other in the same boat" thought and pride as employees. This professional spirit with industry characteristics can make employees establish a sense of risk, thus giving full play to the incentive function of this service culture.

3. Service is a spirit. The core content of civilized and high-quality service activities is to guide employees to establish correct values, professional ethics and professionalism. Strengthening and improving service consciousness is the premise of developing high-quality and civilized service. ?