Summary of Civilized Quality Service1xx165438+10. In October, our city launched the "XX Sales Cup" Civilized Quality Service Competition. During the activities, our store insisted on developing the industry quality service competition as a breakthrough, and integrated the creation activities into the tax work, which promoted the overall promotion of various tax work and achieved remarkable results.
First, strengthen leadership and stress practical results.
The leading group of our store recognizes that quality service activity is a systematic project integrating ideological education, standardized management, strengthened supervision and image building. It is a powerful driving force and carrier for the full implementation of laws and services and the smooth development of all work. It is also a comprehensive reflection of the overall level and degree of civilization of the two civilizations. Our store attached great importance to it, and organized all employees to hold the kick-off meeting of quality service competition in time, which further clarified the purpose, principle, goal, significance and content of the activity and unified the employees' ideological understanding with the spirit of developing quality service competition in the whole city. After the meeting, the contents, methods and steps of the overall quality service competition were specifically arranged and deployed, and a leading group with overall responsibility for the "number one" was established to be responsible for the organization, coordination, guidance, inspection and assessment of specific work.
Second, innovative ideas and implementation measures
In order to ensure the solid and effective activities, our store has launched a series of diverse, rich and unique quality service activities around the theme.
(1) Standardize words and deeds and conduct etiquette training. 1June18—10/0/October10, organized all tax officials to conduct a one-month etiquette training. Focusing on the hotel's requirements for providing quality services to its guests, the service etiquette, meaning, function, operation, skills and communication were explained in detail, and classroom and on-site interaction was conducted by combining theory with practice, and classroom exercises and standardized training were conducted on walking posture, sitting posture, polite language, service etiquette and gfd. This etiquette training is in response to the specific implementation of the quality service competition in the window industry of the city, so that hotel employees have received a professional and systematic standardized etiquette education on manners and personal sentiments, which is of great significance to improving the quality of all staff, enhancing the level of civilization and promoting the in-depth development of spiritual civilization construction activities.
(two) actively participate in activities to promote the development of quality services. In the process of developing quality service activities, our store not only carried out various activities with its own characteristics in a unique way, but also actively cooperated with the Municipal Bureau to organize and participate in some activities held throughout the city. At the end of September, our store also organized all employees to participate in the "two-day donation" organized by the government. All employees of our store actively responded to the call of the leaders and donated money enthusiastically.
Third, effective measures have achieved remarkable results.
(a) to promote the overall improvement of quality services. The in-depth development of the quality service competition has greatly mobilized the enthusiasm, initiative and creativity of the employees to do their jobs and provide quality services, promoted the overall level of "quality service to customers" and significantly improved the quality of collection and management.
(2) The quality service level has been improved. Optimize service, shape image, and create a harmonious relationship between payment and receipt in the competition of high-quality service. Based on the reality, our store regards respecting every guest who comes to the store ideologically, being close to the guests emotionally and facilitating the guests at work as the basic requirements for establishing a good and harmonious relationship with the guests. Pay close attention to improving service quality as a breakthrough, push the quality service work of window units to a new level, and take standardization, scientificity and standardization as the main foothold of high-standard service competition activities. The perfection of hardware service function greatly improves the hotel's comfort for guests who come to stay and work.
Achievements belong to the past, and creation is endless. Our store will conscientiously sum up the achievements of quality service activities, learn from many experiences, further innovate ideas, deepen service measures, closely focus on the main line of "quality service", vigorously carry out a series of competitions to create a civilized industry, improve the level of quality service, standardize service standards, improve the quality of employees, and promote the in-depth development of civilized quality service activities.
In order to further improve the quality service level of toll collectors in the whole station, truly embody the working concept of "people-oriented, vehicle-oriented and service-oriented" in the operation and management of high-grade highways, effectively improve the level and quality of civilized service in the whole station, establish a good and upward civilized service atmosphere, and show the whole society a new look of "window" of high-grade highway industry. Liu Jia, Cui Lei and Ma Lingyan won the "Star of Civilized Service" in the first half of the year. Combined with the actual work of our station, the development situation in the first half of this year is summarized as follows:
First, in order to make the competition of "civilized charging and excellent service" closely integrated with the current central work of charging.
Effectively promoted the full completion of the annual fee collection task and other work of our station. According to the unified arrangement and deployment of the fee collection office, our station set up a corresponding competition leading group, and combined with the actual work of our station, formulated the implementation rules for carrying out competition activities.
In the competition activities, the first is to organize the mobilization meeting of the whole station staff and workers, and concentrate on learning the spirit of the document of charging for competition activities. Through in-depth study, the ideological understanding of the staff of the whole station was unified. The staff of our station used their spare time to write more than 10000 words of study notes, wrote more than 20 employee commitment letters and hung banners to carry out competitions in our station. The second is to seriously organize and study the "Guide to Quality and Civilized Service for Toll Collectors of High-grade Highways in Gansu Province". According to the unified arrangement of toll stations, CDs of civilized service standard gestures were distributed to all stations, and all the staff of our station concentrated on 20 days of intensive study, military training and civilized language training. In this activity, we strictly organized and implemented it accurately, which greatly improved the level of staff queuing as required, especially the first step training in the three major steps, which was very difficult. We overcame all kinds of difficulties and started from the basics, so that most of the staff mastered the essentials and basically achieved uniformity. At the same time, it also reviewed the norms of succession and achieved good results. It is mainly about the dress and headdress of paid staff, queuing for laid-off, standardizing succession and paying attention to civilized language training. According to the CD-ROM issued, all the staff studied hard and achieved good results. By further standardizing toll collectors' civilized language, gfd, smiling service, waving and other behaviors, the service connotation is expanded and the service mode is extended. At the same time, all toll collectors can understand and master the basic knowledge of service etiquette in detail, comprehensively and deeply, and have greatly improved their smiles, gestures and standing postures. The third is to do a good job in inspection and assessment. According to the specific contents and requirements of various competition activities carried out by toll stations, the leading group of in-station activities insisted on a detailed assessment of the charges of each toll class on that day. In the process of assessment, our station insists on combining the assessment of competition activities with the daily assessment, highlighting the assessment of gfd, civilized service, business operation, system implementation, news propaganda and other aspects when toll collectors take up their posts, which has better promoted the comprehensive and orderly development of competition activities in our station. Fourth, timely notification and implementation of rectification measures. According to the daily assessment and internal and external inspection of the competition activity group, the staff of the whole station were organized in time to make a serious analysis and appraisal of the achievements and shortcomings in the stage activities. At the same time, the existing problems and shortcomings are put forward. The station activity group formulated the rectification measures in time and strictly implemented the measures, which made the competition of "Civilized Charging, Excellent Service" in our station evaluated, appraised, summarized and rectified. Through the continuous development of competition activities, all toll collectors in our station can be strict with themselves in the competition activities, fully implement the overall requirements of the competition activities, provide civilized service and charge fees according to law, obviously reduce the error rate of business operation and greatly improve the level of civilized service, which has laid a solid foundation for promoting the in-depth development of competition activities and the smooth progress of all work.
Second, in order to comprehensively improve the overall quality of our station staff.
Create a good atmosphere of attaching importance to technology, respecting talents and striving to be advanced, guide the staff of the whole station to study scientific and technological knowledge and study business skills hard, and build a skilled, compound and knowledge-based toll team.
According to the general requirements of the work at the beginning of the year, our station always regards improving the professional skills of employees as an important standard for charging services, and combined with the actual work of our station, we set up an activity leading group. First, strengthen the training of employees, organize employees to seriously study the Code of Professional Ethics, Regulations on Toll Roads, Management Procedures and Requirements for Toll Roads in Gansu Province, and further implement them in terms of time, personnel and content. The second is to effectively combine the activities of improving employees' professional skills and quality with the charging competition activities carried out in the first half of the year and bring them into the assessment scope of our daily work. Third, adjust measures to local conditions, comprehensively coordinate and vigorously carry out civilized etiquette training activities. During the activity, all employees were trained intensively for 20 days according to the standard gesture CD of civilized service issued by the toll station, and there were detailed requirements for standardized actions, words and deeds such as civilized language, gfd, smiling service and waving ceremony. Through training, the staff of our station have greatly improved their behaviors such as civilized service and succession. The fourth is to strengthen the inspection of "green channel" vehicles. According to the specific requirements of the "green channel" work, the toll collectors and security guards were strictly organized to learn relevant business knowledge in time, and comprehensive and meticulous training was conducted on cargo inspection, operation process and camera use, which improved the ability of the staff in the whole station to carry out the "green channel" work and laid the foundation for ensuring the smooth progress of the "green channel" work.
For the work of "civilized charging and quality service", it is not enough to rely on our "smile" and "standardization". The work of "civilized charging and excellent service" is a systematic project of "no best, only better". In the second half of the year, with high-spirited style and enterprising spirit, we will continue to completely change the service concept, realize the change from "passive service to active service" and "asking me to serve", be innovative and pragmatic, overcome difficulties and successfully complete various tasks.