Experience of toll collectors at toll stations 1 I'm an intern who just joined the expressway toll collectors for a few days, and I often make small mistakes from time to time because I'm not skilled in the practice. Compared with those old employees, they stick to their ordinary posts for a long time and dedicate their warm and intimate smiles and words to the drivers and passengers from all over the world, which makes me moved and educated. Through the careful teaching of the master and the old staff these days, I have changed from initial nervousness to being able to operate now, and I feel a lot of gains.
The toll station implements semi-military management, which has strict organizational discipline and high standard work requirements. Toll service is a window to show the good professional image of expressway, which requires high-quality and civilized service, singing, receiving and paying, civilized language and smiling service. Smile service is the focus of expressway toll collection and the key to improve the image of the window. Always smiling at work is not only a respect for others, but also shows the warm and sincere work virtues of toll collectors. Although they may sometimes face abusive and grumbling drivers and passengers, they still have to keep a calm mind and provide help to the majority of drivers and passengers with sweet smiles and excellent service. But when some drivers nodded in response with smiles, I learned more deeply that smiles represent a kind of communication and understanding.
In the eyes of many outsiders, highway toll collectors have desirable jobs, good working conditions, decent scenery and enviable, but they don't know that this job also has its own hardships and difficulties. In my opinion, the work of toll collectors is actually repeating civilized expressions day after day, busy charging and issuing cards, breathing a lot of automobile exhaust every day, and smiling at colorful and various vehicles. Hello? 、? Goodbye? And? How much do I charge you and how much do I give you? In the process of singing, singing and paying, we are welcoming the drivers and passengers who are sent to all corners of the country. This job means dedication, patience, careful service, busyness and greatness.
During the short internship, I understand that there is still some gap between myself and an independent and qualified toll collector, but I will actively learn from my master's work experience, constantly improve my business ability through diligent study and practice, and strive to be a qualified toll collector with assured leaders and satisfied drivers as soon as possible.
Understanding of toll collectors' working experience 2 In order to further strengthen civilized service and learn excellent toll station management experience. I am fortunate to be a member of benchmarking learners. Through benchmarking study in Shijiazhuang toll station, I have gained a lot of experience in mutual discussion and exchange with Liu Juan, the monitor of Class 5.
After this study, I really feel that some aspects are worthy of our reference and learning, and I realize that what I can't do in my usual work can be improved or even improved perfectly. Through the targeted benchmarking study, I have a deeper understanding of Shijiazhuang toll station, and also found the gaps and shortcomings. When I return to the station, I must apply what I have learned, change my ideas, improve my methods and seek breakthroughs.
I think we should really do it in our daily work? Pay attention to detail and pursue perfection? , and strive to do everything well, so as to reflect and improve our civilized service level.
I also hope to practice the reality and improve it in the future work. I would like to summarize the following points to improve the civilized service level of our station:
First, the toll collectors should establish the concept of serving the society for the drivers, according to? Spring rain? Service standards to shape themselves, always keep working passion and enthusiasm, serve the driver with practical actions, and build a harmonious relationship between the driver and the driver, so that civilized service is more people-oriented and meets the needs of the development of our station.
Second,? Spring rain? The essence of service is eyes and smiles. A smile can make the drivers and passengers feel warm in the past. When the drivers and passengers arrive at the toll booth, we should welcome the drivers and passengers with a sincere smile, win the respect of the drivers and passengers with a smile, and narrow the distance with them.
Third, the charging gesture should be standard. In the process of charging, we should sing "receive and pay", which can not only improve the accuracy of charging, but also enable the driver to hear the amount of payment and get back the money, which will well avoid the dispute between the toll collector and the driver and reduce unnecessary problems and contradictions caused by money.
Fourth, the goods in the toll booth should be placed in a standard and tidy manner, and safety equipment should be prepared. The inside and outside of the booth and the driveway should be kept clean and sanitary at all times. The glass should be clean and bright, and attention should be paid to the details. A clean and comfortable charging environment will bring a good mood and make people maintain a good working attitude.
Five, improve the quality of business, skilled workflow, identify the model to be accurate, and improve the charging speed. The work operation record book should be filled in neatly, comprehensively and completely in case of abnormal conditions, and the green traffic record should be complete and accurate.
Six, strengthen the quality training of employees, improve service awareness, care for employees, in-depth understanding of employee trends, strengthen the exchange of ideas, organize various learning activities.
Through this benchmarking study, I have benefited a lot, not only communicating business but also more ideas, not only image, but also more details and norms. Benchmarking learning allows us to expand our thinking and gain knowledge, which can urge us to study hard and sum up our shortcomings in future work practice, learn from other excellent work experience, standardize our service behavior, improve our service level, and make due contributions to our faster and better development.
Experience of toll collectors at toll stations 3 Time flies, time flies. In a blink of an eye, I have been working as an intern at Bancang Toll Station for a month. I have gained a lot in the past month, and I also know that I still have a lot to learn and improve. I feel like a young bamboo shoot just showing its sharp corner and seeing the vast sky, but to grow into a towering tree, it needs the sun and rain to nourish it slowly.
For everyone, the first time is unforgettable. I still remember the first time I came to the gate of the toll booth, and I was filled with worries. The first time I participated in the quarterly assessment mobilization meeting, the tension in my heart; The first time I lined up to do exercises, I felt at a loss because I couldn't completely relax myself. The first time I charged, I was in a hurry, and my inner embarrassment; The first time I inspected the goods and took photos to participate in the green channel inspection, I felt the pressure ... Fortunately, the warm family of Bancang Station has always supported me behind me, and I have passed every first time smoothly. With the constant encouragement of Tangzhan, the detailed instruction of the monitor and the enthusiastic help of my colleagues, I am no longer afraid of the first time. I know that after every experience, I will gain valuable experience, which is priceless to my future work and even myself.
In fact, before I went to Bancang Station, I thought it was a simple matter to charge for the expressway. But after I did this job, I found that the charge was really not simple. In the face of neatly arranged long queues, we should take our time and carefully check the license plate, vehicle type, axle and other information; Whether it is early morning or midnight, we must strictly check everywhere; In the face of drivers' demands, we should try our best to help them, and show high-standard and high-quality services to every rider. This requires not only professional accomplishment, but also a high sense of responsibility, which is a test of personal comprehensive quality. The more seemingly simple things are, the more we have to ponder them carefully and make them perfect.
Through this month's work and study, I have found my own direction to work hard. In the next work, I will redouble my efforts and constantly improve myself. Drill more business knowledge, accumulate more experience, ask if you don't understand, consult modestly, and follow the footsteps of the monitor to do the work better and better.
Feelings of toll collectors at toll stations 4 When I first came to toll stations, I thought I was a little wasted. At first, I was not convinced of the progressive staff, but also quickly became a kind of admiration and admiration. I gradually realized that excellent achievements can't be achieved in three days or two, and there is always that little-known sweat behind every glorious part. After reading Wei Tingting's performance report, I also summed up some lessons as my future work criteria:
First of all, we should have a good attitude. Every day, we face all kinds of drivers, and any situation may appear. In the face of drivers' blame and complaints, we should learn to put ourselves in other's shoes. In the alleys, I won't scold you for no reason. Think about what I did wrong first. If you were stuck in traffic for two or three hours, would you complain? It is true that we are also very hard, and we are scolded by the driver again, and we are sure that it is not the taste. But have you ever wondered where our salary would come from if there were not so many car owners? The customer is God. Sitting in the toll booth, we represent not ourselves, but the image of our company. The driver won't say that someone's quality is not high, he will say how the North China Expressway is. Since you have chosen this profession, you should be responsible for it and take good care of it. A good attitude is also the embodiment of self-quality.
Secondly, we should be reliable and aim high, and a journey of a thousand miles begins with a single step. You can't take ten steps in one leap, and you can't take thousands of miles without accumulating steps. Li Suli, an example of our service industry, is familiar to everyone, but how many unknown days and nights of selfless dedication will make her known and remembered? Fellow colleagues, trust the strength of sweat. Only when we work hard and contribute, there will always be seeds, and God will reward us. It's been almost a year since I came to Dayangfang, and there are still many drivers asking? Aren't you picking and breeding? This may be a recognition of the driver? Whenever this time, no matter how tired you are, you don't feel tired.
Finally, I want to say that I am careful. No matter how good we are and try our best, we have successfully achieved our daily work, and we have made the same mistakes many times. I think it is difficult to achieve any results. Don't be a monk every day, just muddle along. Life is short, live well every day and learn to take every day seriously. At present, we are old for many years. Are there some beautiful memories worth mentioning? It's not too late to start with every charging action.
Feelings of toll collectors' work experience 5 Toll collectors are a service industry. Facing this industry, they should have an excellent working attitude towards customers. Through the annual spring training activities, toll collectors can better understand the service awareness and other work requirements as toll collectors. The following is the experience of spring training for toll collectors. In March, as a highway toll station, spring training was still the theme of recent work.
Different from previous years, at this time, we are entering the stage of full implementation of the national inspection. In order to form a situation of full participation and everyone's action, we will create a good atmosphere for doing things quickly, enhance the organizational discipline of all employees, and cultivate and bring up a team with strong business, strict discipline and hard work style. Since March 1 day, Yangling Toll Station has carried out a one-month spring training activity in the post of charging overload. Train training is a "compulsory course" in spring training. In the spacious courtyard of the station area, the staff's full enthusiasm, standard gestures and neat pace have constructed a beautiful scenery for Yangling Station. In addition to the training time of not less than 3 hours every day, many employees use the rest time to correct each other in order to standardize their movements. Their serious attitude fully shows a strong sense of collective honor and strict organizational discipline. At the same time, in order to increase the interest of queue training, on the basis of widely soliciting employees' opinions, we broke the previous spring training mode, carried out targeted and differentiated queue training, effectively combined queue training with entertainment, and added personal physical training such as morning running, push-ups, sit-ups, shuttlecock kicking and hula hoop shaking to the training content, which greatly mobilized employees' enthusiasm and played a role in keeping fit. Through this spring training activity, I know that we must do the following in our work:
First, we should adjust our mentality and establish the service concept of "car owners first" from the bottom of our hearts. First of all, we must set a good position for ourselves. The charging process is a service process, not an execution process. Only by setting a good position and fully recognizing your role can you better devote yourself to your work. Secondly, we should pay attention to overcoming the tendency of mechanization. Civilized language is said every day, and it takes a long time to feel dull and tend to be mechanized, but the clients are changing all the time. It is very likely that they are driving our expressway for the first time. Therefore, we should establish the concept of "car owners first" from the bottom of our hearts, treat every driver and passenger as the first customer, and always start from "zero" to do a good job in service.
Second, we should do a good job of charging with emotion. Words and deeds are the embodiment of thoughts, and thoughts guide actions. Only by serving with emotional civilization can every greeting truly come from the heart. We should adhere to the civilized language that every car must say it, but it is by no means the kind of "careless talk" to the microcomputer, nor the "posturing" to the monitor. Instead, we should say it with a loud voice, friendly attitude and friendly facial expression when the driver rolls down the glass and hands in the pass card. At the same time, we should be able to take the initiative to put ourselves in other's shoes. Toll collectors have to deal with all kinds of drivers every day, and it is common to be scolded. Therefore, in their work, they should practice the slogan of "Dedicate their smiles to the society and leave their grievances to themselves", pay attention to strengthening communication with drivers and passengers, give full play to the advantages of smiling service, persuade unreasonable drivers with a peaceful attitude, patiently explain them, impress people with courtesy, convince people with emotion, and believe that sincerity is the best way to open the door.
Third, we should practice basic skills hard. From the use of civilized language, singing, receiving and paying, microcomputer operation, smiling service, money ticket sending and receiving, every link and every working procedure should make great efforts on the word "fine", so as to be able to "distinguish the car type accurately, charge the ticket quickly, sing, receive and pay a clear bill, count and identify the bill", and serve the drivers and passengers quickly, accurately and conveniently. Of course, the basic skills are not limited to this. Providing safe and smooth crossings for drivers and passengers, clearly guiding the road for them, publicizing and explaining the relevant provisions of expressways to them in time, and providing them with help within our power are all basic skills for us to do a good job in toll service.
Fourth, we should establish a sense of quality service. In the process of charging, we must change the role and change the charging into service. Only by putting ourselves in the position of service provider consciously can we consciously serve customers, and then establish the consciousness of quality service, consciously improve the service level and provide quality services for customers. Only by establishing the consciousness of providing quality service can we serve warmly and collect fees in a civilized way, overcome the working attitude of being raw, cold and hard, and create a benign atmosphere for harmonious and safe charging.
Fifth, we should improve the level of quality service. It is not enough to have the awareness of quality service. Without the ability to provide quality service, it is impossible to really provide quality service to customers. "If you want to be good at things, you must first be good at devices", so it is very important to improve the ability level of the whole toll collector team on the expressway for providing quality services. To do this, we must first improve the quality of the toll collectors. For example, vigorously promote civilized language and provide smiling service; Make use of spare time to consciously study politics, ideology, professional ethics, laws, regulations, rules and various business technologies, improve service skills and self-quality, and lay a good foundation for providing quality services.
Sixth, we should consciously abide by various rules and regulations of toll stations. Toll collectors must consciously abide by the rules and regulations of the station and the laws and regulations of the country, consciously act according to the rules, abide by the law, obey the arrangements, respect the leaders, unite with comrades, take the station as their home, accurately complete their own charging work, add luster to the toll station, and successfully complete all the tasks assigned by the leaders of the station. As long as we toll collectors really regard the three-foot sentry box as a window to spread social civilization, as a position for the people in the past to do good deeds and do practical things, and insist on a smiling face, a greeting and a blessing in the toll service, and insist on serving with heart and affection, so that the service object can feel the charm of toll collectors personally and enhance the good social image of our expressway, our toll service will reassure the leaders and satisfy the society.