Chen Yan (Pu 'er Management Office), based on ensuring safety, smoothness and quickness, outlines warm, comfortable and satisfactory services through beautiful environment, smooth alignment, safety guarantee, skilled working skills of employees, sincere smiles and friendly interpersonal relationships, and forms the core service concept of "sincere smiles". Civilized service is a problem of team image, enterprise management and society. As a social public service facility, the quality and level of civilized service of expressway are constantly supervised and challenged by all sides, which has become a sensitive social problem and an important task for expressway management enterprises to establish their external image. It can be said that strengthening civilization and quality service is the inherent quality requirement to enhance the vitality of expressway operation and management, and it is also the match to meet the multi-level needs of society. While fully understanding the significance of strengthening civilized service, combined with the practical experience of grass-roots management, we should form a unified understanding and extension on how to strengthen and improve civilized service of expressways around the effective combination of "enterprise management, social evaluation, team building and career development". That is, what the "civilized service" of the expressway should look like. And how to strengthen and improve "civilized service" as the decision-making layer of expressway operation management. First, the status quo and problems of civilized service for employees. Most employees of the unit have established the service concept of "the owner is supreme", and have the ideological quality and professional quality of expanding their career with service and making every effort to build the service brand of expressway enterprises. In their work practice, they corrected their service attitude and improved their service quality. However, there are also a few employees whose awareness of serving car owners wholeheartedly is not strong and their service ability is not strong. There are some problems that can't be ignored: 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 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. Sometimes drivers ask for directions, or want to ask employees for a glass of water, but individual employees play dumb, which makes people feel that there is no sincere help. Third, it is not sweet to laugh. Some employees pay more attention to form than content. Smile is not from the heart. They only pay attention to the form of smile, but not rich and sweet "content" Smiling for the sake of smiling and giving a big discount will only make people feel sick, which will not only damage the image of employees themselves, but also seriously damage the image of the window of civilization. Second, the analysis of the reasons for the phenomenon that civilized service is not in place (I) Social factors Some employees report that 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 use low-level and obscene language to "repay" the enthusiasm of employees. The enthusiasm of employees was exchanged for a pot of ice water, which hit the enthusiasm of some employees for civilized service. In practice, these employees pay more attention to the part than to the whole, and will deal with a few low-level and obscene drivers in society. (II) Unit factors It is understood that some employees think that their units pay insufficient attention to and study civilized service, and even find that individual toll stations think civilized service is a trivial matter. In practice, they think that the purpose of toll stations is to charge fees, and employees can charge without spending too much energy on 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 are not only reflected in physical appearance, but also in the 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 pay more attention to freedom than discipline. When they want to speak civilized language, they speak it well. When they don't want 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 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. Three. Countermeasures, practices and suggestions for improving civilized service From the analysis of social factors, unit factors and personal factors that cause the phenomenon that civilized service is not in place, I think that strengthening the management of civilized service in charge of work can start from the following points. (1) Establishing the concept of civilized expressway service is actually a value orientation, which regulates the relationship among enterprises, employees, car owners and society. Our service should give people a feeling on the basis of ensuring safety, smoothness and quickness. We not only smile for charging, but also form the core service concept of "sincere smile" through beautiful environment, smooth lines, safety guarantee, skilled work skills of employees, sincere smile and friendly interpersonal relationship. First of all, we should adjust our mentality and establish a sense of serving the people from the heart. Recognize that you are a service person rather than an executive. Only by fully recognizing your role can you better devote yourself to your work. We talk about civilized language every day. After a long time, our feelings became dull and our work became mechanized. However, our customers are always changing. It is quite possible that they are driving the expressway for the first time. Therefore, we should treat every driver and passenger as the first customer and provide good service from scratch. The second is to charge with feelings, strengthen communication, and serve with smiles and grievances. The whole charging process is our whole service process. How to make your work more perfect and attractive in less than a minute? 1, the "seven-character" civilized language insists on saying every car, but don't blindly say it to the monitor. When the driver rolls down the glass and hands in the pass card, he should say it with a loud voice, a friendly attitude and a friendly facial expression. Of course, we must also have excellent charging technology, sing clear and pay off, check money, issue tickets and change money quickly, so that the charging process is fast, accurate and stable; Strive to make the best service at the fastest speed. 2. No matter what abnormal situation you encounter, you should be able to put yourself in the other's shoes, be considerate, persuade drivers who don't pay according to the standard, patiently explain the charging system and standard, give full play to the advantages of smiling service, and explain to drivers with a calm attitude and patient tone, so that drivers can realize that fixed payment is their duty, and it is also a contribution to maintaining highway construction to avoid conflicts. Usually, it is common to deal with all kinds of drivers and be scolded, so we advocate unjust service, convince people with reason, win with sincerity and be emotional; Make it a "magic weapon" to solve the dispute of charging work and reach the highest level of civilized service. Otherwise, people will complain every day and our work will not be carried out normally. (2) The basic proposition and orientation of establishing civilized service of expressway is to tell consumers what service is. What should be the proposition of civilized service of expressway? It should be safe, fast, smooth, comfortable, public welfare and humanistic, so that this service proposition can reflect the difference from other industries' services and locate the civilized service of our expressway. The civilized service of the expressway should be a kind of feeling for drivers in the process of enjoying the expressway, which is comprehensive and conceptual, telling drivers that driving on the expressway is safe, fast, smooth, comfortable and humanized. From this, we can understand this positioning as a brand, establish the service brand of expressway, design our service items according to the process of drivers' contact with expressway, tap different service needs, and let drivers enjoy the feeling of brand service on expressway, not the after-sales service of product sales enterprises, but the service in the process. (III) Holding 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. Hold a training course on service etiquette for toll collectors with the theme of "striving to be a window messenger of civilization" and implement the working ideas of "three wants and three noes" and "four beauties, five hearts and six possessions". "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, it is required to use heartfelt civilized language for drivers and passengers, and at the same time, managers at all levels should take a serious attitude to do a good job in standardizing the charging work 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, "aim at the charging object and not relax, strengthen service supervision, and ensure that civilized charging is not sloppy". Strengthen monitoring and review to prevent the occurrence of "three debts". In order to implement the "three musts and three noes", we strictly implement various management rules and regulations, so that the consciousness 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" and "please walk slowly", we can "greet people when they come and answer questions when they leave" and create a language civilization. Second, through queuing, being laid off, and being promoted, we can standardize employees' "standing posture, sitting posture, and walking posture" in one step to create a civilized behavior. 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. The fourth is to create an environmental civilization by optimizing the environment of the sentry box and station area, providing tea, first-aid drugs and policy consulting services for past car owners. "Five hearts", that is, "smile and serve sincerely, charge and issue cards with your heart, patiently explain and explain, carefully evaluate models, and serve people enthusiastically". Employees are required to serve the car owners in a down-to-earth manner during the charging process, establish the view of sharing weal and woe with the car owners, and form a "five-hearted" service fashion, so that every service of employees comes from the heart. "Six haves" means "ideological norms, behavioral norms, service norms, business norms, system implementation, and work assessment". Yushan requires employees to firmly establish the idea of "the owner is supreme and the service is standardized", strictly follow the toll collector's "eight things to do and eight things not to do" to standardize their behavior, constantly improve service standards and business skills, constantly improve the toll management system and assessment methods, strengthen the sense of quality service, and implement all-round, operable, standardized and vigorous service for drivers and passengers, "making the toll window a bright spot of expressway traffic civilization". (D) It is also a culture to upgrade service management to cultural management service. Service is also manifested as human behavior, and human behavior is fundamentally controlled by his motivation and consciousness. Therefore, in order to fundamentally solve the service problem, in fact, the most important thing is to solve the service consciousness of employees. If an employee doesn't have a good sense of service and only regards his own work as a task, when others need his help outside of work, they will be afraid of trouble, disgusted and never do a good job in service. Only by establishing a sense of quality service, taking the initiative to meet the urgent needs of others and thinking of others, can we truly achieve quality service. So in this sense, our service management is fundamentally the operation of corporate culture, so in this sense, the management of civilized service is a management of corporate culture. Expressway service culture should be an important part of expressway enterprise culture. One of the characteristics of expressway enterprises and employees is to inherit and carry forward the working spirit of pioneering, perseverance, hard struggle, Excellence and pursuit of Excellence from the early stage of construction. If this spirit is reasonably extended and expanded from the connotation, it will actively cultivate the same values of "learning and forging ahead, knowing and seeking truth, doing well, and being harmonious but different" for enterprises and employees. Carry out the cultural construction of "sincere service" with the theme of "innovation and development, honesty and trustworthiness, quality service and sincere dedication", and strive to create a harmonious cultural atmosphere of caring for car owners, employees and society. I believe that we will establish a service culture suitable for the actual needs of expressway management in China. In a word, it is a long-term task 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. Civilized service is a "no best, only better" system engineering, and there is still a lot of work that needs our deeper understanding and unremitting expansion, but it needs to form an unchanging basic proposition and a set of standardized operating procedures at present and in the future. Only in this way can we produce and establish our service brand, realize the "win-win" of economic and social benefits of enterprises, and realize the sustained and strong development of enterprises.