Station Culture of Zhangjiagang Bus Station

Virtue carries a long way to go.

Corporate mission: customers can go and things can go smoothly.

Enterprise Willingness: To be the Dragon of Highway Transportation in China.

Enterprise spirit: unite as one, go forward bravely! Zhangjiagang bus station quality service brand

Five-heart service

The service brand of "Five Hearts Service" of "Five Hearts Service" Ticketing Group is a concentrated expression of the station management concept and the comprehensive quality of corporate culture, which is formed in the long-term service practice of foothold and service to port cities.

Brand connotation "treat passengers sincerely, answer questions patiently, help passengers enthusiastically, take care of passengers carefully and listen to opinions humbly"

brand recognition

The sign consists of five smiling hearts, symbolizing five positive and thoughtful service attitudes of the station, and showing sincere service spirit with a smile. There is a five-pointed star embedded in the blank space in the middle, indicating that all cadres and workers in the station are striving to be the stars of women's civilized posts.

The logo color selection consists of dark green, violet, scarlet, orange and grass green, with the following meanings:

Dark green: vibrant, symbolizing life, treating passengers sincerely is the life of an enterprise. It means: treat each other with sincerity;

Violet: It has a strong feminine color and a soft, gentle and patient personality. It means: be patient when answering questions;

Bright red: enthusiastic and positive service emotion. It means: enthusiastic to help passengers;

Orange: the sunshine-like color, which brings warmth to people, is a rich, happy and happy color. It means: take care of the passengers;

Grass green: Young and full of hope, you should encourage yourself, anything is possible for a new start, and you should work harder. It means: listen to opinions with an open mind.

Brand formation process: The shaping of "Five Hearts" service brand has experienced the process of production, dissemination, identification, development and success. 1996 under the guidance of zhangjiagang municipal government and transportation authorities, in order to further change the service concept and attitude, enhance the overall image of the service window, and promote the construction of window civilization, the ticketing group adheres to the principle of "promoting innovation through innovation" and opens the prelude to the creation of civilization. With the deepening of the founding work, the ticketing group has gradually formed a unified service standard in the reform and development, and established the service concept of "tickets are invitations, customers are relatives". Especially with the great-leap-forward development of our city's economy and the implementation of the strategy of building a modern transportation since the 16th National Congress, the ticketing team has continuously emancipated its mind, innovated and created excellent service methods, and endowed it with richer connotations on the basis of "inviting guests immediately", forming a "five-hearted" service brand of "sincerely treating passengers, patiently answering questions, enthusiastically helping passengers, taking care of passengers carefully and listening to opinions humbly" to face the society. In 2008, the ticketing sales team established the brand logo of "Five Hearts" consisting of five smiling faces, which clearly expressed the connotation of "Five Hearts" service.

Brand social evaluation: The ticketing team has made great progress in service quality by developing the "Five Hearts" brand service. There are 1 1 people in the team who have been commended by government departments and group companies at all levels, including 2 people in Suzhou and 7 people in Zhangjiagang. A number of advanced models such as Suzhou "May 1st Women's Model" and Zhangjiagang traffic system service stars Xiang Danhua, Zhou Liping and Yao Meifen have emerged. In 2009, the team was awarded the national "Women's Civilized Post", and in 20 1 1 year, the team was awarded the honorary title of "Worker Pioneer" by the All-China Federation of Trade Unions. Registered the service trademark of "Five Hearts" brand, which has had a certain impact on Suzhou's transportation system, and the brand awareness is constantly expanding.

"Five-point" sea level working method

Under the guidance of the corporate culture of the station, in the environment of improving the efficiency of ticket checking, improving the quality of inspection and distribution and creating excellent passengers, after long-term accumulation and innovation, the "five-point" working method of inspection and distribution team has gradually formed and developed.

Brand connotation: passengers check in faster, ask more gentle questions, help passengers in trouble more carefully, remind passengers to wait for the bus more frequently and guide passengers to be more impatient.

Brand formation process: With the deepening of the establishment of a civilized city in Zhangjiagang Bus Station and the promotion of standardization construction in the transportation industry in our city, the inspection and distribution team has also taken the pace of standardization construction, and explored the 16-character operation method of "queuing for ticket checking, leading the team to board the bus, calling for safety and directing flute playing" which conforms to the characteristics of the inspection and distribution post, laying the foundation for the formation of Pinghai work method. Since 2004, the economic structure of our city has been constantly adjusted, which has promoted the rapid development of all walks of life in our city, the increasing mobility of personnel, the increasing passenger flow at the station and the increasing peak pressure, which has brought great pressure to the station inspection and release work. In the past two years, inspectors and Teng have adhered to the service concept of "passenger satisfaction is our greatest motivation", made great efforts to build brands and improve services, and continuously innovated the connotation of inspection and release services in the 16-character operation method, and found a working method that can not only improve the efficiency and quality of inspection and release, but also meet the growing travel service needs of passengers. After two years of refinement and improvement, the working method of "passengers check tickets faster, ask passengers more carefully, help passengers when they are in trouble, remind passengers more frequently when waiting for the bus, and guide passengers more impatiently" has been formed, which has greatly improved productivity and shortened the waiting time of passengers, and has been well received by the majority of passengers. In recognition of HeTeng's contribution to brand building, in 2008, the station named the "five-point" working method as the working method.

Brand social evaluation: With the gradual promotion of Pinghai working method in our city, the brand influence is expanding. In 2009, in the evaluation of the first batch of civilized service brands in our city, the "Five Points" Pinghai Work Method of Jianfa Group was rated as one of the first ten civilized service brands in Zhangjiagang City.