近几年来,湖南的高速公路得到了长足的发展。高速公路的建设对于国民经济的发展、人们生活水平的提高、文化的交流起到了重要的作用。高速公路收费站是交通系统服务“窗口”单位,服务质量的好与坏不仅影响到整个行业的形象,而且也影响到政府的形象。因此,提高文明优质服务水平,营造和谐的收费环境,充分展示征费行业的窗口形象,是摆在征费行业管理者面前的一项重要课题。如何切实提高收费站的服务管理水平,收费站作为一个重要的环节,对于服务工作的进行起到关键的作用。笔者认为应着 In recent years, Hunan’s expressway has made great strides. The construction of expressways has played an important role in the development of the national economy, the enhancement of people’s living standard and the exchange of culture. Highway toll station is the transportation system services “window ” unit, the quality of service is good or bad not only affects the image of the entire industry, but also affect the government’s image. Therefore, raising the level of civilized service, creating a harmonious toll environment, and fully displaying the window image of the levy industry is an important issue facing managers in the levy industry. How to effectively improve the service management level of toll booths, toll booths as an important part of the service work played a key role. I think so