《中国日报》关注安徽高速“微笑服务”

Smiling expressway workers in Anhui make a difference

安徽高速公路微笑服务创造巨大价值

By Zhu Lixin in Anqing, Anhui

记者朱立新发自安徽安庆

As the 40-day Spring Festival travel rush this year began on Friday, expressway authorities in Anhui province were prepared. Their most important tool was a smile.

2024年中国“春运”于今日正式拉开序幕，安徽省高速公路管理部门已经做好了充分的准备。他们有一大“法宝”——微笑。

Yu Jing, 27, an expressway toll collector in Anqing, said she was proud of all the friendly smiles she had shared over the past six years, even though people seldom knew her name. She said she feels the smiles made a difference.

27岁的余静在安庆收费站工作，她为过去六年职业生涯中的每一次微笑感到自豪，虽然很多人并不知道她的名字。在她看来，小小的微笑也能产生巨大的影响。

The company has made smiling a working standard for its more than 6,100 toll collectors, who are instructed to keep smiling as long as drivers can see their faces.

她所在的公司拥有6100多名收费员，已经将微笑服务变为一项工作标准，只要司机能看见他们的脸，他们的脸上就有微笑。

Yu leans out the window of her booth to take a toll card handed up by a driver. She states the toll sum, takes cash or guides a driver making a mobile payment. As she returns the invoice, she wishes every driver a happy journey and life.

余静将身体探出收费岗亭的窗口，接过司机递出的通行卡，随后报出通行费金额，再指导司机完成手机支付。最后，她将发票交给司机，祝其旅途和生活愉快。

Vehicles with electronic toll collection devices usually pass stations in "ETC" lanes, and the payment is made automatically. "But some drivers tell us that they deliberately choose the human service lanes even though they have ETC access, just to see our smiles," Yu said.

通常来说，如果车辆装有电子不停车收费系统（ETC）装置则可以走专门的ETC通道，通行费自动支付。“有些司机告诉我，虽然他们有ETC通行权限，他们还是特意选择人工通道来感受我们的微笑服务，”余静说。

She does a lot of smiling during her eight-hour daily work shift.

在每天八小时一班的工作中，余静需要微笑无数次。

Anhui expressway authorities began exploring smiles for workers in 2007 and spread the measure to all its toll stations in 2008. They found that simple smiles effectively improved travelers' experience, reducing conflicts and even accidents.

2007年安徽高速公路管理部门开始试点微笑服务，2008年就将这项举措推广到全省的所有收费站。他们发现，一个简单的微笑就能有效提高司乘人员的出行体验，减少矛盾，甚至还有助于减少事故的发生。

Wang Jianhong, head of the Anqing toll station, said Anhui was the country's first province to make expressway workers' smiling service a regional standard.

据安庆收费站站长汪剑虹介绍，安徽是全国第一个将高速公路员工微笑服务发展为地方标准的省份。

"Entering the expressway network, the drivers could be in a rush. After a long journey, they may be tired or restless, especially during rush hours," he said.

“司机进入高速路网的时候可能会匆忙，而长途行驶之后也容易疲惫烦躁，特别是在高峰时段，”汪剑虹说。

Anhui Transportation Holding Group was founded in 2014 and soon required window workers not only to smile for customers but to smile naturally and genuinely. They later expanded the rule to other areas, including service zones along expressways.

2014年，安徽交通控股集团正式成立。集团公司要求，这些窗口工作人员不仅仅要微笑，更要微笑得“自然、真诚”。随后，集团公司也将这项制度推广到高速公路服务区等其他服务环节。

Chen Qing, assistant to the head of Anqing station, was among the earliest trainees. She was a particularly good smiler and became a smile trainer. She's now in her 50s.

50多岁的安庆收费站站长助理陈青是最早接受训练的员工之一。她很擅长微笑，后来也成为了微笑培训师。

"Only when we truly recognized the value of smiles could one naturally appear on our faces," said Chen, who was elected as a delegate to the 20th National Congress of the Communist Party of China in 2022.

“只有当我们真正理解了微笑的价值，微笑才能够自然地展现在我们的脸上，”陈青说。2022年，陈青当选为中共二十大代表。

"Working in our small booths, each of us may encounter hundreds or thousands of people every day," Yu said. "If smiling were not a must, we might find ourselves displaying negative emotions sometimes, and it would be sad to make customers feel bad."

“在这些小小的岗亭里，我们每个人每天都要遇到千千万万个人，”余静说。“如果微笑可有可无，我们有时就可能会带着负面情绪工作，这对我们的客户来说是不公平的。”

Instead, many drivers now greet her in a friendly way, sometimes praising her professionalism with a compliment or thumbs-up, she said.

有了微笑服务，很多司机也会友好地向余静打招呼，有时候还会夸赞她的专业精神或者向她竖起大拇指，余静说。

The positive feelings go both ways. "I become happier when I know the drivers are happy," said Yu, who was a delegate to the 19th National Congress of the Communist Youth League of China in 2023.

这种积极向上的感受是双向的。“当我确信司机是高兴的，我就更高兴了，”余静说。2023年，余静当选为中国共青团十九大代表。

Chen and Yu both have won many honorary titles, but they both think the most glorious honor comes from the people they serve.

陈青和余静都获得过很多的荣誉称号，但在她们心中，最高的荣誉来自于她们的服务对象。

One day, Chen encountered a couple who had been working and living in their truck for two years.

一天，陈青在工作中遇到一对夫妻。在长达两年的时间里，他们工作在货车上，吃住也在货车上。

"Their hard life touched me so much that I picked some vegetables for them that we had grown in the station's garden. The woman almost burst into tears," Chen said.

“他们的艰难让我很受触动，于是我从收费站的菜园里摘了一些蔬菜送给他们，那个妇女感动得都快要流出眼泪了，”陈青回忆道。

"Goodness does not necessarily show itself through great deeds. It often starts with small things — like a smile."

“善良不一定以惊天动地的大事展现其力量，却往往开始于微不足道的小事——比如一个微笑。”

Chen Xinyu and Yan An contributed to this story.

陈昕钰、颜谙对本报道亦有贡献