What are the main systems, norms, processes and standards of high-speed smile service?

6.6. 1 The toll plaza and toll island shall be clean and tidy, free of sundries, weeds and waste paper. The greening of the square should be trimmed regularly.

6.6.2 A bulletin board should be set up in the toll plaza, and there should be charging documents, charging standards and supervision telephone numbers on the bulletin board. Conditional toll plaza can provide regional traffic map and tourist attractions route map.

6.6.3 The appearance of toll station should be neat and orderly, with bright doors and windows. Articles must be placed neatly in the booth, and the ground should be clean and free of sundries.

6.6.4 The oil stain and sundries on the toll lane shall be cleaned in time.

6.6.5 The surfaces of service facilities and equipment shall be smooth and free of dust and dirt.

7. 1 Basic requirements

7. 1. 1 Good health, regular facial features and no color blindness. Articulate, with good language skills.

7. 1.2 Strictly implement the charging policy, charging impartially and without favoritism.

7. 1.3 Abide by the law and have good professional ethics.

7. 1. 4 has passed the post training and has corresponding post qualifications.

7.2 Business Skills

7.2. 1 Be familiar with the charging business knowledge, be able to accurately judge the vehicle category, model and condition, and charge according to the corresponding charging standards.

7.2.2 Grasp the knowledge of safely directing vehicle parking and traffic, and skillfully use gestures to direct vehicle parking and traffic.

7.2.3 In accordance with the prescribed operating procedures, master the computer application skills in charge of the work.

7.2.4 Grasp the knowledge of financial management and pay the tickets and invalid bills in time.

7.3 gfd

7.3. 1 Dress: uniform, standardized, neat and clean. Don't wear mixed clothes in the four seasons, and don't wear worn-out or untidy clothes to work.

7.3.2 Hairstyle: Hair should be clean, tidy and of moderate length. No weird hairstyles, no weird hair colors.

7.3.3 Decoration: standard, decent and generous. Accessories, nail dyeing or heavy makeup are not allowed.

7.3.4 Badge: Wear the badge as required.

7.4 behavior

7.4.l Natural expression, civilized behavior and standardized actions.

7.4.2 During work, do not carry things unrelated to work, do not do things unrelated to work, and do not leave work without permission.

7.4.3 No arbitrary charges and fines, no fraud to drivers and passengers, and no charges outside the monitoring scope.

7.5 attitude

7.5. 1 Warm, thoughtful, polite and friendly, and insist on smiling service.

7.5.2 Answer questions accurately and patiently, and answer any questions.

7.5.3 Actively provide services for drivers and passengers in difficulty.

7.6 language

7.6。 L service terms should be used according to regulations, and the language should be concise and friendly.

7.6.2 Should be able to communicate with drivers and passengers in Mandarin or foreign languages, or be able to use a language that can effectively communicate with drivers and passengers.

7.6.3 Swearing, swearing and service taboo are strictly prohibited.

7.7 professional ethics

7.7.2 Abide by expressway's regulations and discipline of charging.

7.7.3 Skilled in business and civilized in service, and safeguarding the legitimate rights and interests of drivers and passengers.

8 Quality of service

8.l Semi-automatic charging method

8.l. 1 In general, the backlog of one lane should be ≤5 vehicles.

8. 1.2 The toll collector at the entrance should be able to correctly judge the vehicle type and condition, and issue pass cards according to one vehicle and one card. The normal situation is as follows:

A) The misjudgment rate of imported vehicles shall be ≤3.5%. , the calculation method is calculated according to formula (A.2) in Appendix A;

B) The card issuing time of a bicycle should be 6s ~ 8s.

C) The card issuing error rate is ≤ 1%, and the calculation method is as per formula (A.3) in Appendix A. ..

8. 1.3 Automatic card issuing machine should be sensitive and reliable.

8. 1.4 The export toll collector checks the vehicle type and condition according to the pass card, and charges accordingly after judgment. Under normal circumstances, the bicycle service time should be 14s ~ ⒛ s, and the provincial toll station is 2Os~26s.

8. 1.5 The exemption rate of vehicle change is ≤0.6‰, and the calculation method is calculated according to formula (A.4) in Appendix A. ..

8. 1.6 toll collectors should be accurate and standardized when charging, and at the same time, information such as vehicle type, overload ratio, toll amount and so on should be correctly displayed on the toll amount display screen.

8-liter. 7 model or car condition is inconsistent with the actual situation, bad card, fleet, no truck, free car with cash card, etc. It shall be carried out according to 6.7 in DB4 1/T 6 10-2009.

8.2 Electronic toll collection

Electronic toll collection system should be safe, convenient and reliable.

8.3 Dedicated lanes

Toll stations should open dedicated lanes at any time according to the working conditions.

8.4 Terms of Service

The terms of paid services shall comply with the provisions in Appendix B. ..

8.5 Service Etiquette

Service etiquette shall comply with the provisions of appendix C.

8.6 Information service

The toll station shall provide on-site inquiry service and telephone inquiry service.

8.7 Emergency services

8.7. 1 The emergency service organized by toll service shall be aimed at ensuring the safe and rapid passage of vehicles.

8.7.2 The toll service institution shall formulate emergency plans for emergencies that affect the normal operation of toll stations, such as operational accidents, major events, traffic control, bad weather, equipment or power supply system failures. , and start in time, if necessary, announced at the toll station.

8.7.3 Emergency service drills shall be conducted at least once a year, and records shall be kept.

8.7.4 The charging service institution shall establish a charging information transmission and reporting system.

8.8 Service monitoring

8.8. 1 Monitor toll booths, driveways, toll plazas and other facilities. When the toll station facilities fail, they should report to the leaders on duty in time, and notify the relevant personnel to troubleshoot, and make detailed records.

8.8.2 Supervise the toll collectors to implement the work discipline and code of conduct, promptly correct any violation of discipline and uncivilized service behavior, and make records.

8.8.3 Make videos of the whole process of emergencies and other special circumstances, report the disposal to the station leader in time, and make records.

8.8.4 The information of each surveillance video shall be kept for no less than 15 days under normal circumstances, and the video under special circumstances shall be kept permanently.

8.9 Service Supervision

8.9. 1 supervision method

8.9. 1. 1 Fee-paying service institutions shall accept social supervision, set up service supervision (complaint handling) institutions, and publish service supervision telephone numbers.

8.9. 1.2 The charging service institution shall establish an internal service supervision mechanism and incorporate the service quality into the daily work evaluation and assessment system.

8.9. 1.3 self-evaluation of charging service institutions shall be conducted at least once a year.

8.9. 1.4 The charging service organization shall have statistics of relevant data, and shall ensure that the original records are true and accurate.

8.9. 1.5 improvement measures shall be formulated for unqualified services, and the improvement results shall be recorded and filed.

8.9. 1.6 The satisfaction of drivers and passengers was evaluated by sampling survey and statistical analysis. Toll service agencies or regulatory agencies may entrust a third party to evaluate the satisfaction of drivers and passengers.

quality monitoring

8.9.2. 1 The driver's reasonable complaint rate and driver's complaint response rate shall meet the following requirements. The calculation method of driver's reasonable complaint rate and effective complaint response rate shall be calculated according to formulas (A.5) and (A.6) in Appendix A..

A) The reasonable complaint rate per million train drivers and passengers is ≤1106;

B) The complaint response rate of drivers and passengers shall be 100%.

The satisfaction rate of drivers and passengers in 8.9.2.2 is ≥98%, and the calculation method is calculated according to formula (A.7) in Appendix A.

9. 1 Facility safety

9. 1. 1 The front end outside the toll station shall be provided with anti-collision objects to ensure the safety of toll collectors, toll stations and charging equipment.

9. 1.2 The door of the toll station shall be equipped with an anti-lock device.

9. 1.3 alarm shall be sensitive and reliable.

9.2 Power safety

9.2. 1 The installation and maintenance of electrical circuit system shall be operated by licensed personnel.

9.2.2 The charging service organization shall organize safety inspection in time to eliminate hidden dangers of electricity consumption in time.

9.2.3 The toll booth and the equipment safety in the booth shall meet the requirements of JT 4.2.2.4, 4.2.2.5 and 4.2.2.6/T422-2000.

9.2.4 Other electrical equipment of the toll station shall have safety measures and safety signs.

9.2.5 In case of leakage accident, cut off the power supply immediately and report to the leader on duty.

9.2.6 The distribution room of toll station shall ensure that ⒛h is attended, and no one shall cut off power or power without reason.

9.2.7 When the power supply of the toll station is interrupted, the normal working time of the UPS system of the toll station should not be less than 6Omin, and the power supply system can be manually switched to the generator to generate electricity, so as to ensure the normal operation of the toll collection system.

9.3 fire safety

9.3. 1 The toll station shall be equipped with fire-fighting facilities and equipment in accordance with regulations, and there shall be a special person responsible for the fire-fighting facilities and equipment to ensure that everyone can use them correctly.

9.3.2 The toll station shall establish a fire prevention system and a fire fighting and emergency evacuation plan.

9.3.3 Fire alarm button sign and fire safety signs shall comply with GB 1395.

9.3.4 In case of fire, immediately cut off the power supply, isolate the fire source, put out the fire with fire-fighting equipment, and call the police in time when necessary.

9.4 The charging system is safe

9.4. 1 The toll collection system shall be equipped with network boundary access control, and internal and external network isolation and access control shall be implemented.

9.4.2 The toll collection system shall be equipped with an intrusion monitoring system, so as to timely discover illegal access, covert attacks and unauthorized internal access, and make detailed records.

9.4.3 The toll collection system shall be equipped with a firewall and adopt three network anti-virus technologies, namely, prevention, monitoring and anti-virus.

9.4.4 Data transmitted between systems shall be encrypted, and the data of the receiver or sender shall be strictly checked. The data that fails the verification is regarded as illegal data, and an alarm message is sent out in time.

9.4.5 The charging system shall have the function of manually backing up important data of the system.

9.4.6 The charging system shall have the authority to operate at different levels.

9.5 Safety signal device

Toll station safety signal devices and signal lamps shall be installed in a standardized and reliable manner.

9.6 Warning safety

Warning and safety signs should be set up in accident-prone and dangerous areas, and no-go signs should be set up in non-staff restricted areas.

9.7 burglar robbery

The toll station shall set up an alarm system in accordance with the regulations and ensure its normal operation; The toll collector should do the following:

A) Remember to call the police110;

B) Queue when going to and from work, be escorted by security guards, and hold locked ballot boxes;

C) After entering the toll station:

-Lock the toll gate;

-Check whether the alarm device is in good condition;

-check whether the charging window switch is flexible and reliable;

-Check whether the electrical equipment (computer, lighting, etc.) is normal. ) normal, and the handover formalities;

After work, immediately count the tickets and turn them in. The ballot boxes should be locked and kept in a centralized way.

9.8 Safety of field personnel

On-site personnel should wear reflective vests, be familiar with traffic rules, choose appropriate safe places when handling special vehicles, and pay attention to avoiding vehicles when crossing the driveway.

10 charge check

10.l inspection content

10.l.l toll service institutions shall establish and improve the toll inspection network for internal and external, full-time and part-time personnel of their own units, and carry out all-round toll inspection work regularly or irregularly.

10.10.2 A toll service institution shall inspect the work of toll collectors and monitors. Make a written report on the inspection, and require rectification within a time limit for the problems detected.

10.10.3 charging service institutions shall, according to the inspection work, put forward measures to control escape and stop leakage in time.

10. 1.4 toll station is responsible for the identification and verification of fee evasion. For abnormal vehicles such as overtime, inconsistent number plates, serious overloading at close range, inconsistent vehicle models and inconsistent weighing data, it is necessary to inquire about the entrance information, do a good job in re-inspection, and deal with vehicles that evade fees according to law.

10.2 inspection quality

10.2. 1 Strictly implement the national charging policy and curb the illegal acts of raising or lowering the charging standards without authorization. The implementation rate of charging standards should reach 100%, "no leakage", the implementation rate of preferential policies should be 100%, and the leakage rate should be zero.

10.2.2 under special circumstances, the supervision rate of the whole process of vehicle charging operation should be 100%.

10.2.3 for vehicles under special circumstances, the electronic inspection rate of toll stations should be 100%, the electronic inspection rate of toll sub-centers should be no less than 6O%, and the electronic inspection rate of toll centers should be no less than 30%. The calculation method is in accordance with formula (A.8) in Appendix A. ..

Service period

B. 1 basic requirements

B. 1. 1 The terms of paid services should be civilized and standardized.

B. 1.2 The voice should be moderate, the attitude should be cordial, the expression should be natural, and the words should be clear.

B. 1.3 When staring at the driver, look natural and feel comfortable.

B. 1.4 terms of service should be used regardless of the number of vehicles, whether you know the driver or not.

B1.5 can use service terms flexibly and freely according to time, weather, occasion and personnel characteristics.

B. 1.6 holidays should be greeted with corresponding holiday scenes.

B1.7 treat the uncivilized language and behavior of drivers and passengers correctly, restrain yourself and insist on using service terms.

B.2 terms of service of card issuers under normal circumstances

Hello (good morning/good morning/good afternoon/good evening).

Please take care of your pass.

C) have a safe trip.

B.3 Terms of service of toll collectors under normal circumstances

Hello, please show me your pass.

B) Please pay ×× yuan.

C) I'll charge you XXX yuan. A moment, please.

D) Here is your change. Please keep your receipt and change.

E) please go.

B.4 terms of service of supervisors under normal circumstances

A) finally! Monitor XXX in the monitoring room is at your service. what can I do for you?

B) Please wait a moment. I have informed (the wrecker; Emergency center, road squadron, traffic police team, etc. ) rescue;

C) Please pay attention to safety, and don't wander around. Rescuers will arrive soon.

D) Please turn on the warning light and set up safety warning signs;

E) Please don't panic and take good care of the wounded;

Do you need any help?

Thank you. Goodbye!

B.5 terms of service under special circumstances

B.5. 1 When there is any doubt about vehicle discrimination:

Please show me your registration card.

B) Please wait a moment, you are contacting the monitoring center:

Sorry to have kept you waiting.

D) Thank you for your cooperation.

B.5.2 When the parking position affects the work after the vehicle enters the driveway:

A) Please put Xiangqian Che closer. Thank you for your cooperation.

Please step back a little. Thank you for your cooperation.

B.5.3 When the weather and road conditions are not good, drivers need to be reminded to drive carefully:

There is fog ahead. Please drive carefully.

The road is frozen. Please drive carefully.

C) If there is a traffic accident at ×× km, please slow down.

D) The road maintenance is in XX kilometers, so please slow down.

B.5.4 When the road is closed due to weather or traffic accidents:

A) Sorry, due to heavy fog (heavy snow), the road was temporarily closed after receiving the notice from the competent department. Please wait or change to another road. Thank you for your cooperation.

B) Sorry, the road ahead is temporarily closed due to a traffic accident. Please wait or go another way. Thank you for your cooperation.

B.5.5 holiday greetings

Send different greetings according to different festivals. For example, during the Spring Festival, change "Hello (good morning/good morning/good afternoon/good evening)" to "Good Spring Festival" and "Please go" to "Have a nice trip".

B.5.6 When the vehicle needs to wait or change lanes due to equipment failure:

A) Sorry, there is something wrong with the printer. A moment, please.

B) Sorry, there is something wrong with the equipment. Please change lanes. Thank you for your cooperation.

B.5.7 When the last vehicle does not meet the driving requirements in expressway:

Sorry, according to the regulations, your car can't go to expressway. Please return it. Thank you for your cooperation.

Service etiquette

C. 1 smile service

C. 1. 1 insist on smiling service in the process of charging service.

C1.2 smile timing: when the vehicle stops, visually observe the driver and passengers open the window and nod and smile at the driver and passengers.

C.l.3 smile requirements: face the drivers and passengers with friendly eyes, sincere smile, sweet and cordial; Eyes should be polite to drivers and passengers, don't look around and be absent-minded.

C.2 Standing posture

C.2.l has a straight head and neck, straight eyes, slightly closed lips, a miniature jaw, and a peaceful and fair face.

C.2.2 Shoulders relax, droop in vain, hold your chest and abdomen, your legs stand upright, your torso is straight, and people should feel upward.

C.2.3 Stand up straight, put your hands on your sides (or put your right hand on your left hand and stick it on your abdomen), naturally put your legs together, tighten your heels, and separate your feet into a V-shape.

C.3 sitting posture

C.3. 1 The lips are slightly closed, the jaw is miniature, and the face is peaceful and natural.

C.3.2 Sit lightly and steadily, sitting at 2/3 of the chair surface, with the back lightly attached to the back of the chair.

C.3.3 Keep your shoulders flat and relaxed, bend your arms, put your hands on your legs, or put them on the armrest of a chair or sofa, or put your palms down on the table when you are at a toll booth.

C.3.4 Sit in a chair with a straight waist and a white and straight upper body. Lady: Put your hand in the first two-thirds of the upper part of your right leg.

Man: The palm of your hand naturally rests on your leg.

Ms. C.3.5: Knees are naturally close together, so you can straighten your legs, left and right, t-step and small step (commonly known as cross legs). Man: The distance between your legs is not greater than the distance between your shoulders.

C.3.6, when you leave your seat, stand white and steady, your feet back half a step in turn, and your feet stand up naturally.

C.3.7 When speaking or receiving drivers and passengers, you can also turn your upper body and legs to one side and face the speaker.

C.4 walking posture

C.4. 1 Eyes look straight ahead, jaw is slightly lower, and face is calm and natural.

C.4.2 The shoulders are stable, and the arms naturally swing back and forth.

C.4.5 When stopping, turning and going up and down stairs, take your time and control freely.

C.5 etiquette of admission service

C.5. 1 When the vehicle approaches the toll booth, it should start to smile and prepare for civilized etiquette service.

C.5.2 When the vehicle approaches the toll station, it should sit up straight and quickly input the vehicle type and license plate number with the right hand.

C.5.3 After the vehicle stops, put down your left hand naturally, smile, and stare at the driver to say "hello" and other service terms.

C.5.4 according to the car situation, swipe your card quickly. When handing the driver's pass card, hold the palm of your left hand up, gently hold it with your four fingers, point your thumb at the pass card 1/3, smile, look at the driver and say, "Please take care of the pass card".

C.5.5 When the driver receives the pass card, make a farewell gesture: the big arm is placed above the window sill, and the small arm naturally extends 100 ~ 150, and the palm of the hand is in a straight line with the small arm. And send a blessing: "I wish you a safe journey", keep a farewell gesture, and watch the car leave the toll booth.

C.6 export service etiquette

C.6. 1 When the vehicle approaches the toll booth, the toll collector should start smiling and be prepared for polite service.

C.6.2 When the vehicle approaches the toll station, it should sit up straight and quickly input the vehicle type and license plate number with the right hand.

C.6.3 After the vehicle stops, put down your left hand naturally, smile, stare at the driver and say "Hello, please show me your pass card" and other service terms.

C.6.4 After swiping the card according to the prescribed procedures, smile, look at the driver and say "please pay ×× yuan", take the cash handed over by the driver with your left hand, check the cash and say "please wait a moment", put the cash on the right side of the desktop keyboard, use the right key to type the ticket and give change.

C.6.5 The palm of the left hand is up, the four fingers lightly hold the cash and the invoice, and the thumb is down, with the invoice on top and the cash on the bottom, stacked together. He smiled, looked at the driver and said, "Here is your change. Please keep the receipt and change."

C.6.6 When the driver receives the pass card, make a farewell gesture: the big arm is placed above the window sill, the small arm is spread out 100 ~ 150, and the palm is in a straight line with the small arm. He said "Please go", kept a farewell gesture and watched the vehicle leave the toll booth.