Summary of Airport Civilized Service Month Activities

In order to fully implement the airport service improvement year activity plan and better complete the service work determined by the airport at the beginning of the year, from September 1st to September 30th, the airport launched a "sincere service to impress customers" The "Civilized Service Month" activity with the theme of "win by communication, create harmony". With the care and support of the airport leaders and the joint efforts of all employees, through the launch, implementation, inspection and supervision of the entire "Civilized Service Month" period, the "Civilized Service Month" activities have been successfully concluded, and all activities have basically The expected goals were achieved and good results were achieved. The activities are summarized as follows:

1. Activity implementation:

(1) Careful planning and unified deployment

In order to ensure the orderliness of various activities In the initial stage of the activity, the airport formulated a detailed activity plan, clarified the goals to be achieved, established a "Civilized Service Month" activity leading group, set up an activity office, and conducted extensive activities within the airport through various forms. The release and mobilization make the activities reach every employee. Each unit has also set up an activity leadership group to clarify the leaders in charge, and formulated a specific implementation plan for the "Civilized Service Month" based on its own characteristics and actual work needs, and carried out the "Civilized Service Month" through evaluation meetings, blackboard publicity, etc. "The communication and education of the spirit of the activity document will enable all employees to fully understand the equally important significance of service quality and safety quality; fully understand the problems and deficiencies in service details; fully understand the urgency of raising service awareness and improving service quality, so as to Create a good activity atmosphere for all employees to participate.

(2) Fully promote service standards

The activity focuses on the use of "cross-civilized service terms" and fully promotes the implementation of basic service standards, service commitments and first inquiry responsibility system. For example, the Passenger Service Department has carried out evaluation activities on work quality and service quality, and the Sunshine Service Room has launched four 100% service standards for telephone service and face-to-face service (100 for welcome words, 100 for farewell words, 100 for surname service, and 100 for last-passenger hang-up services). 100; 100 for standing service, 100 for smiling service, 100 for handing things with both hands, 100 for surname address and polite language); the Customer Inspection Section of the Security Inspection and Guard Department will focus on the waiting positions, verification, front door and other positions by viewing the monitoring playback. Civilized service standards, after discovering problems in service details, promptly organized employees to discuss improvement measures; VIP Company conducted a large discussion on the service concept of "Sublimation from Grievance to Tolerance"; Hanghong Company installed an installation in front of each employee in the call center Mirrors require employees to check their demeanor and appearance at all times to ensure the implementation of service standards; the cargo station company strictly controls the quality of loading and unloading, and the team leader on duty cooperates with the warehouse supervisors to supervise and inspect to ensure that loading and unloading operations are handled with care and that goods stacking standards are met. tidy. After a month of hard work, various activities and measures have achieved certain results, solving the problems of employees' difficulty in speaking out and irregular service. Most front-line employees can basically use "cross" civilized language and "cross" when facing passengers. The bills are delivered with both hands, and the overall service quality is significantly improved compared to before.

During the "Civilized Service Month" activity, the airport combined the "Safety Service Checklist" and increased on-site inspections on cross-civilized terms and service behavior standards. The activity office conducted inspections at least twice a week. Conduct inspections at each service site to promptly discover and correct existing problems in service work to ensure the implementation of service specifications and further improvement of service levels during the service month activities.

(3) Carry out service quality knowledge training

During the event, the airport carried out knowledge training on service standards and service skills. 194 employees from different positions at the airport watched a lecture given by a professor from Peking University. VCD videos of modern customer service concepts, basic methods of high-quality customer service, quality of customer service, practical customer service communication skills, etc., through service training, broaden the horizons of employees and effectively improve their proactive service awareness and service skills. .

Some units have also organized special service training of their departments based on departmental conditions, and achieved good results: in addition to carrying out employee service standard learning, the cargo terminal company also organized porters to convey and learn the "Shenzhen Airport Civilized Handling Convention" and the Civil Aviation Administration of China Regarding the telegram about collective theft by porters at the Capital Airport, the porters were educated and warned; the food company compiled the contents of the "First Question Responsibility System" and "Cross Civilized Phrases" into small cards and distributed them to each employee. In order to facilitate communication with Korean tourists, the Security Inspection and Protection Department specially invited instructors from the border inspection station to translate 50 daily security inspection phrases into Korean and made them into training courseware for three days of Korean language training for 103 employees.

(4) Carrying out window unit service skills competition

In order to improve the business skills and service attitude of each service position and standardize job operations, the airport has launched a service position skills competition, and relevant units have Sign up enthusiastically, and some units even specially organized departmental on-the-job training activities to make sufficient preparations for the competition. Through the competition, the good mental outlook and new service image of grassroots employees were demonstrated, which played a role in motivating and spurring each other and pushed the Civilized Service Month activities to a climax. Through the competition, the Passenger Service Department (Wang Yanhua, Jiang Nannan, Fu Qiaoer), Security Guard Department (Ye Feng), and VIP Company (Lu Yanbo) achieved the top five in the "Civilized Service Month Skills Competition".

(5) Extensively solicit “service gold ideas”.

The airport extensively solicits "service ideas" from customers and employees from four aspects: "service attitude, service language, work efficiency, and service items" to further identify deficiencies and optimize service processes. All departments have Employees were mobilized to actively participate, and some units even proactively visited customers to solicit service improvement suggestions. In the end, this service gold idea solicitation activity collected a total of 49 service gold ideas from 22 units, including government agencies (see the attachment for details). Some of the gold ideas were practical and highly operable. The airport will Publicize the better ideas online so that they can be applied to actual service operations.

(6) Promote high-quality services for all employees

Taking the Civilized Service Month as an opportunity, the airport has launched a number of high-quality services: "limited time" and "delayed time" implemented in various units of the agency ” services, “hotel-style” services and “cabin-style” services implemented in the terminal. On this basis, in order to further promote the activities, various departments have successively launched a number of extended civilized service projects: some functional departments of the government have launched door-to-door service, one-on-one, point-to-point service and other measures. After one month of implementation, all government staff have The civilized language and service awareness have been improved to a certain extent, communication with the grassroots has increased, and certain results have been achieved. The Passenger Service Department has launched the "Sunshine All the Way" service, and the Security Inspection and Guard Department has launched a mailing service for passengers' temporarily stored items, etc., which greatly facilitates passengers. During the Mid-Autumn Festival, VIP Company delivers customized mooncakes to all passengers waiting for their flights in the VIP lounge, bringing festive warmth to guests. In order to provide customers with better and considerate services, the cargo terminal company and security inspection department also took the initiative to visit customer units to solicit opinions, which was praised by customers.

2. Achievements

(1) With the development of Civilized Service Month activities, the airport’s concept of civilized service has gradually become deeply rooted in the hearts of the people. Especially with the implementation of service language and behavioral norms, it has played a more significant role in supervising the service standards and service awareness of the majority of cadres and employees, effectively solving the problem of employees having difficulty in speaking out for service, and employees' work enthusiasm has generally improved, and their spirit has improved. The appearance has improved, the awareness of proactive service has been strengthened, and the cooperation and communication between various departments have become smoother. Nowadays, most employees are basically able to use "cross" polite language when facing passengers. It is often seen at the service site that staff take the initiative to help passengers and be courteous to passengers.

(2) Through strengthening on-site inspections and rectifications, irregular dress and behavior of window employees have been basically eliminated. Front-line windows, especially check-in counters, security verification, boarding gates and other positions, provide smiling service and Civilized language and service standards have made great progress.

(3) During the entire "Civilized Service Month" activity, a large number of good people and good deeds emerged. The airport *** received 7 letters of commendation from passengers and cargo owners, a banner, and zero effective complaints. The Sunshine Service Room of the Passenger Service Department has also received many phone calls and praises from passengers.

3. Accumulated experience and existing problems

(1) Through the development of a series of civilized service activities, although the overall service quality and service level of the airport have been greatly improved, Certain results have been achieved, but there is still a certain gap between the requirements for high-quality services. During the inspection, we also found that there are still some employees with weak awareness of proactive service, and service standards need to be further improved, such as smiling service, dull facial expressions when using civilized language, lack of eye contact with passengers, and irregular behavior of individual employees, especially the "Guidelines" ” actions, etc., have affected the overall service image of the airport to a certain extent.

(2) Throughout the entire Service Month activity, individual departments did not have enough understanding of the Civilized Service Month and did not pay enough attention to it, making the activity a mere formality and superficiality, which also affected the effect of the activity to a certain extent.

IV. Take measures to establish a long-term service management mechanism

Through the implementation of various activities, employees' service awareness and concepts have been generally enhanced, and the overall service level has been improved to a certain extent. . However, the "Civilized Service Month" is only a phased activity. How to extend the service connotation, improve service quality, and establish an effective long-term mechanism for service management is the goal that we need to constantly pursue in the future. Although the one-month "Civilized Service Month" activity has come to an end, each unit must continue to maintain the service enthusiasm and style in the activity, further standardize the measures designated for the activity, and finally form a long-term mechanism and conscientiously implement it, which was exposed during the activity All units must carefully study countermeasures and solve the deficiencies as soon as possible to lay the foundation for better completion of the next work. In future work, the airport will continue to promote the implementation of service language and service behavior standards, continuously optimize and innovate service processes, strengthen service supervision, make service software and hardware facilities more user-friendly, improve the quality level of the airport, and provide a better environment for the airport. Future sustainable development will provide reliable operation guarantee and civilized service support.