The 1. service is hidden. The first characteristic of the concealment of driving school service is invisibility. Because the service has no physical object, it can't be intuitively perceived and recognized by customers' vision, hearing and touch like tangible goods, so it is difficult to show and communicate with customers.
2. The service is different. The difference in service lies in the difference in students' feelings. In driving school, students' evaluation of service quality comes entirely from their own subjective feelings, so this student may be very satisfied with the same service level, but that student does not agree. In this sense, there are no two identical services in the world, because "services" must be completed by "different people" and accepted by "different people". Thus, service quality is a subjective feeling, and different students have different evaluation criteria.
This service includes everything. In driving schools, staff and coaches are undoubtedly the main bodies of teaching and service. In the work of improving the overall level of driving school service, all the staff are undoubtedly the first to bear the brunt, and the majority of students think so. However, the service chain of driving school is composed of multiple links, and each link is an important part of the whole. Any problem in any link will affect the overall image. In some driving schools with formal management and good social image, front desk and logistics services often become "shortcomings" and "bottlenecks".
4. The service is long-term. The long-term service of driving school is determined by the needs of its own development. Since the socialized education was realized in the driving and training market in China, the situation of short supply has completely changed, and the market competition is very fierce. In order to survive and develop, all driving schools start from a high point, take a long-term view and strive to create a "word-of-mouth effect". In order to develop, our school treats every student with good quality and excellent service.
Second, scientifically standardize the management system and improve the teaching quality.
1. Teaching management system.
2. Training charge management system. (1) Charge according to local charging standard. (2) Publicize all kinds of training fees in a prominent position in the driving school business hall, and publicly supervise the telephone. (3) To collect training fees, a formal tax invoice must be issued, and receipts are not allowed. (4) Hire social supervisors to supervise the charging standards, hold symposiums regularly, summarize the supervision work, and improve the supervision efficiency.
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3. Good faith commitment system. (1) Teaching is carried out in strict accordance with the teaching plan issued by the Ministry of Communications. (2) Ensure the quality of teaching, and ensure that students obtain graduation certificates and driver's licenses according to law. I can't learn in the first phase, but I will continue to learn in the next phase. (3) The teaching staff strictly implement the "Four Prohibitions", treat students equally, and put an end to the phenomenon of beating and scolding students. (4) Make it public in a prominent position in the school and distribute it to the society in the form of publicity materials, and openly accept the supervision of students and society. (5) the implementation of post responsibility system, linked to personal economic benefits. (6) The driving school is responsible for accepting complaints and reports on the promised services. (7) Organize specialized personnel to conduct regular or irregular inspections on the implementation of the promised contents and correct the violations.
4. Training responsibility inspection system. (1) If a driving school student has a road traffic accident within three years after graduation, the responsibility for training will be reversed. The principal is responsible for the accountability institution, which is composed of the heads of the office and the coaching department. (2) During the training period of the trainees in the driving school, the coaches must truthfully fill in the training records, which shall be signed and sealed by the driving school leaders after completion, and the file shall be kept for a period of not less than 5 years. (3) When the responsibility inquiry event occurs, the responsibility inquiry organization will retrieve the student's file number from the microcomputer, check whether there is any difference between the original record and the file, find the information and implementation during the training, and check the examination records to distinguish the responsibilities of the coach, the principal in charge and the computer recorder.
5. Student complaint handling system. (1) In order to ensure the personal rights of students in driving schools, driving schools have established a student complaint system, and the office is responsible for this work. (2) Complaints are divided into telephone complaints, suggestion box complaints and direct complaints to school leaders or competent departments. (3) The driving school will open a complaint telephone number, and set up a suggestion box in an obvious position, which will be managed by a special person and sent to relevant departments for timely handling on a regular basis. (4) During the training in school, students can choose any way to complain to school leaders or school authorities if they find problems such as training fees, training quality and school staff violating teaching regulations. (5) After receiving the complaint, the school will carefully check whether the situation is true. If it is true, it will deal with it in accordance with relevant regulations and actively take corresponding remedial measures. (6) Give the complainant a clear answer within five working days from the date of receiving the complaint information. (7) The complaint handling results shall be filed by the school for future reference.
Third, take coach management as the core to improve the quality of the team.
When coaches from all walks of life come to the driving school to play the role of coaches, the first problem they face is the problem of role transformation and role cognition. To be a good coach, you should abide by the following rules:
1. From freelancer to skilled teacher. 2. From skill type to comprehensive quality type. 3. The coach has a certain psychological quality. 4. Professional and technical quality of coaches: (1) observation ability; (2) judgment ability; (3) Guiding ability; (4) theoretical and cultural quality; (5) Ideological and moral quality.
Fourth, strengthen the student management system and improve the teaching concept.
1. student management system. 2. Students' obligations.
Fifth, pay attention to the systematic management of class hours and improve teaching quality.
The time management system and timing equipment of motor vehicle driving training were officially put into use in our province on June 30, 65438, and were upgraded according to the latest "Motor Vehicle Driving Training Teaching and Examination Outline" of the Ministry of Communications.
The class management system consists of three platforms: driving training institution management, GPS supervision and motor vehicle driving training industry management. Combined with the application of GPS/GPRS positioning, biometric fingerprint identification, and time-measuring equipment picture capture, we will further strengthen the supervision of motor vehicle driving training process, standardize the teaching behavior of driving training institutions, and continuously improve the teaching quality.