Summary of work > Summary of year-end work

Summary of the year-end work of the expressway stationmaster

In XX, I completed a total toll income, the traffic volume reached Taiwan, and the number of inspections was 4, which was increased by one compared with the same period of last year. The business learning atmosphere was strong.
First of all, in view of the fact that some toll personnel are not in good business and do not seek a solution in the work, the station proposes to improve the business level, and through the method of recording and appraising the number of misoperations, supervising the charging and overcrowding to strengthen business learning, so gradually establish in the station. Starting to learn, more than the business atmosphere, everyone actively and earnestly study and excerpt the archives content at all levels, and always do not forget to bring "learning notes", "charge manual" and "charger training materials" at night. On the one hand, there is plenty of time to study at night, and on the other hand, it is also a good way to drive away the difficulties.
Every quarter, all staff are organized to conduct a business exam. Passing the exam, it is a good function of testing and guidance, effectively promoting the fees and supervising the work. Let everyone further understand the mastery of their business knowledge, recognize the shortcomings, and remedy the charging in a timely manner.
In September, the bureau organized business training on vehicle identification. This training is the most comprehensive study since the change of the charging standard in April XX. The purpose of this training is to ensure the successful completion of the toll of the XXX in the first year of xxx. The personnel who participated in the training will immediately convey the relevant learning content and spirit to the station-wide charging staff. The learning atmosphere of each team is very strong, and everyone has heated discussions about the controversial models. Through this study, they have a clearer standard of judgment on vehicle identification, and laid the foundation for ensuring the smooth completion of the toll collection task.
Second, focus on improving service quality.
1, the work method should be appropriate.
In order to ensure high-quality services, the station proposes civilized services for four and four, namely: be polite, not arrogant; be peaceful, not too aggressive; be patient, don't be anxious; be majestic, not weak. It is used to guide, coordinate, promote service and law enforcement work, avoid conflicts with the same passers-by, and fully display the image of the traffic industry window.
2. Pay attention to the image inside the pavilion.
Because the traffic volume of my station is small, there is a lot of time for no car to pass, so the on-the-job personnel are prone to bad image. In response to this situation, the station has adopted a combination of usual inspection and random sampling to make this aspect have a short time. Greatly changed, now everyone can consciously restrain in the pavilion, and do not rely on it, always adhere to one.
3. The meaning of civilized language is innovative.
To improve the level of civilized service, we cannot stay on the basis of the original civilized language. We should start with a smile, a greeting, a blessing, and we should explain every civilized term in time. For example: From the initial "Hello, please go!", "Hello, please pay xx yuan, receive your xx yuan, find you xx yuan, please go!", rich as "Hello, welcome to drive ××High speed!”, “Working hard!”, “All the way safe!”, “Please don’t speed!”, “Building at xx, please pay attention to traffic safety!”, etc., so that the staff can feel at home. At the same time, it also reminds drivers of friends to pay attention to driving safety, making civilized service more humane, and truly reflects the "people-oriented, car-oriented" service concept.

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