Windows service experience

Part 1: The service of the window service experience essay

Not long ago, some colleagues said: Through a beautiful environment, smooth line type, safety guarantee, skilled work skills, sincere smile and friendly interpersonal relationship, we will create a warm, comfortable and satisfactory service to form a "sincerity and smile." "The core service atmosphere."
On our website, Yang Guo, the director of the Provincial Department of Culture, also wrote an article about smiling, picking up a quotation: "The smile of the actor can make the audience dump it; the smile of the business can make the business more prosperous; the smile of the government, It can make the people feel warmer... The enthusiasm and sincerity of the smile service communicates the interpersonal emotions, which drives the multiple effects and promotes social harmony. Who will add anger and swear words in front of the smile? Who will not smile Smile in front of you? Just like the soft water and the invincibility, the silent and gentle smile has the power of touching souls, and its subtle influence and penetration is ordinary and huge."
As the manager of the window service unit, we should think, plan, implement and practice, and constantly improve the level and connotation of civilized service. Chairman of the group company Qiao Chuanfu recently called for “innovative operation management, constructing a long-term mechanism for civilized service” and deepened the “maintenance of grassroots team construction and basic management”. The guiding ideology is very clear, emphasizing the key links, both specific and targeted.
I personally think that Jinzhai Company needs to solve the following problems urgently: 1. The height of ideological understanding and the strengthening of sense of responsibility; 2. The way of thinking determines the way out, system thinking, teamwork; 3. Standardization, standardization, basic management mode Problems; 4, service skills, skills to grasp the problem; 5, the breadth and depth of performance management, how to motivate employees' normal service enthusiasm; 6, the integration of civilized service and corporate culture.
Let's briefly talk about the idea of ​​implementing these problems in combination with our Jinzhai company's vision plan and annual plan. I hope to resonate with everyone.
First, the height of ideological understanding and our social responsibility
Cognition is a kind of ability. Today, with the continuous improvement of the quality of the whole people, correct and far-sighted understanding is the key to determining the success or failure of things. The current strict requirements of the service industry reflect the changing social awareness of the service industry. With the in-depth development of the “smile service and warm transportation” activities of the province's transportation industry, more and more people are paying attention to traffic civilization and paying attention to high-speed services. They are looking forward to quality and civilized services, which also serves as “transportation industry for us”. "The window" - the highway operation management unit put forward higher requirements, so we must raise awareness of the civilized service work, all members of the company must be soberly aware that carrying out civilized service work is the trend of the times, The general trend of the service industry is the aspiration of the people of the whole country. We must fully understand the importance and urgency of carrying out civilized service from the ideological perspective, and recognize that the long-term development of civilized service work will enhance the social reputation and popularity of the management company. Play a decisive role. The problem of ideological understanding has been solved, and more important issues have followed - how to do it, how to persist in doing it, this involves a key factor, that is, a sense of responsibility, to guide employees to firmly establish a spirit of dedication, clear Job responsibilities, relevant departments and stations should actively carry out professional responsibility education and training, and guide employees not only to regard work as a means of earning a living, but also to regard work as a kind of responsibility, a responsibility that carries the company's development and corporate culture. "Civilized service" goes deep into the heart of every employee and realizes the action of every employee, so that every employee can commit to civilized service with correct understanding, high sense of responsibility, full enthusiasm and serious attitude. Go to work. Really "smile is our language, civilization is our belief"!
Second, the way of thinking determines the way out, must think systematically, teamwork
“One year of foundation, two years of tree brand, three years of intensive service” is our phased development goal and medium-term vision plan. We must closely focus on the development strategy of the “one main and two wings” of the group company, carefully create the characteristic service brand of “Changxing Liuwu Road, Smile Dabie Mountain”, implement refined management, strive to create a scientific management model road, and strive to make the Liuwu Expressway “made”. High-quality, high-speed, safe, smooth, harmonious!
In the process of establishing a long-term mechanism for civilized service, it is necessary to implement correct working ideas and methods. At the mobilization meeting of the second stage civilized service activities of “smile service and warm transportation”, we proposed the “first-line work method, “three studies and three promotion”, “four to four charges”, and “five to five disputes between government departments”. The concept of civilized service activities such as “six 100%” and “the nine-small work method of the fee-based team” is the scientific idea and method that we have formed on the basis of correct understanding of civilized service.
Generally speaking, we can say that the management problem can always be solved through communication and coordination of the organization, and also requires certain technical measures. The technical solution is finally realized through management. It is said that there must be ways and means to solve the problem, and the so-called analysis causes the entry point.
For example, the "first-line work method" is to go deep into the grassroots level, understand the first-line dynamics, and solve the first-line problems. It is a typical grassroots work method. The “first-line work method” highlights unity and harmony. Through the “first-line discussion” and regular and random visits, the company’s leaders and departments can keep abreast of the work dynamics of the frontline and understand and care about the working life of front-line employees. To establish a platform for communication and communication between the management and the front line, so that the management and the front line can unite and cooperate, and the heart will go to one place and do things one by one, forming a strong synergy to promote the company's development. The long-term development of civilized service work requires the support of the “first-line work method”. It solves the problems existing in the civilized service work through the “first-line work method”, and communicates and communicates with the front-line employees in a timely manner, listening to the front line of civilized services. All kinds of experiences and good practices, at the same time, through the "first-line work method" to encourage and unite the employees to better do civilized service work, and provide a team foundation for the long-term development of civilized service work.
At the same time, in order to further enhance the level of smile service, keep the smile service work often new, and achieve the goal of normalization of smile service, should we innovate the work methods and take measures to improve the smile service? Such as:
1. Promote the work system before the smile service, and enhance the employee responsibility
At the pre-job meeting, each employee made a pre-job commitment to the attitude, quality and goals of the service department in the course of his work. Commitment content should be combined with the actual work of the company, so that when you work, you will be full of energy and strong words. During the work process, the shift supervisor and the squad leader promptly supervise and remind the employees with the commitment of the employees.
2. Innovative training forms to improve training results.
Is it possible to take non-production training on the training method? Training is carried out using the gap between employee breaks and shifts. It not only reduces the impact of training on the charging work, but also helps employees bring the training results into the job post in time, and practice in the smile service work.
At the same time, whether to take the form of representative training, use the station to conduct business training. Toll stations should expand the scope of the smile service, not only the toll collectors, the squad leader to train, but also the ticket management and system management, which not only can create a strong atmosphere, but also can change the top class when the staff is insufficient in the future. It is necessary to know how to answer the basic skills of the staff of the passengers, the knowledge of plugging and increasing income, the work of safety production and the precautions of the shift. Through different forms of training, not only can old employees know new things, but also new employees can learn more business knowledge and lay the foundation for improving business skills and standardizing operations.
3. Conduct various competitions to create a strong atmosphere.
Can we conduct civilized service competitions between teams, between sites, and between individuals; if it is a competition between sites, the management company's operation department will lead the establishment of an assessment team to select and create "you chase I am better than smiling, the benign competition atmosphere,
4, carry out pairing assistance, and promote the first to compete for excellence.
In the work of smiling service, we can combine the second stage of “smile service, warm transportation” with the activity of “creating the first to compete for excellence”, paying attention to the role of the fighting bastion of the party and the organization and the vanguard and exemplary role of the party members. Post-dedication activities will further create a strong atmosphere for creating first-class competitions. For example, party groups and league branches can carry out party-to-party support activities. During the event, each party member member fixed a certain number of employees, and asked the party members to constantly understand and master the ideological dynamics and work of the assisted employees, help solve and reflect problems, and supervise the work performance of employees. To help improve business level and service skills, and keep moving forward, this will not only improve the quality of smile service, but also promote the in-depth development of the first-class competition.
Third, the standardization, standardization, management of the basic model
The organization system is the basis for ensuring the development of civilized service work. The company must continuously strengthen the organizational system, optimize the organizational structure, and fully play the role of the organizational system in the service operation management, service charge line, and service civilized service. In the end, it will form an organizational system that is scientific, rational, and dynamic, and promotes the long-term development of the company's civilized service work. On the basis of continuous optimization of the organization, strengthen the system construction, and standardize and standardize as a goal, so that the system is more in line with the actual work. Establish and improve various management systems for civilized services, make the civilized service work flow run smoothly, and continuously develop and innovate in a scientific and rational system. There is an assessment of the system, and the assessment work reflects the execution ability. The execution ability enables the company's various assessment systems to be implemented in a timely manner, so that the organization system can be operated efficiently, and all the work can be carried out continuously, so that the assessment can be carried out normally. Not in the form. In the service of civilized service, we must pay more attention to the construction of executives on the basis of continuous improvement and improvement of various assessment systems, and regard it as an important content in the daily management of the company. This is not only reflected in the civilized service, but in the coverage. The whole process of company management work. Integrate the construction of executive power into the work of civilized service, and provide institutional guarantee for the long-term development of civilized service work.
Fourth, the ability to grasp service skills and skills
Civilized service work is not only an attitude-oriented work, but also a skill-based work. It requires not only a serious attitude, but also a foundation based on skilled work skills and skills. In the process of improving service skills and skills, we must adhere to four unifications, namely, combining business training with practical exercises, combining service preaching with self-learning, combining auditing assessment with civilized unannounced visits, and combining psychological communication with atmosphere creation; Exploring and gradually implementing the “Civilization Service Advocacy Activities”. The so-called civilized service propaganda activities are to form a civilized service publicity group through the civilized service outstanding employees drawn from various toll stations, and provide civilized service guidance, training and publicity to the company’s front-line employees. Members will explain and practice other employees of the company from the problems that are easy to appear in the daily work of civilized service, how to grasp the timing of civilized service and the key points in the civilized service process. Through four unified and “civilized service publicity activities”, we will continuously improve the civilized service skills and skills of front-line employees, consolidate the service foundation, and provide skills guarantee for the long-term development of civilized service work.
V. The breadth and depth of performance management
How to motivate employees' normalized services, performance appraisal is an important measure. In the current civilized service work, we should give full play to the role of performance appraisal, constantly improve and improve the performance appraisal rules, expand the scope of performance appraisal, extend it in breadth and depth, and cover the whole process of civilized service work and charging work. On the basis of establishing a sound performance appraisal system, we must strengthen the implementation of execution, so that performance appraisal can truly play a role in promoting the development of civilized services, so that assessment can be implemented for a long time. At the same time, performance appraisal also plays a role in curing service concepts and service skills. The comprehensive implementation of performance appraisal has enabled employees to establish an active service awareness and solidified this service concept in the long-term work. At the same time, the performance appraisal also found employees in a timely manner through the assessment method linked to the employees' own interests. The problems in our daily work can make the problems correct in time. In the process of correction, performance appraisal actively guides employees to explore and consolidate service skills, so that employees can truly establish a correct work consciousness and develop good work habits. Mastering the normalized service of advanced work skills, making the company's civilized service work long-term and normal development. The company has established a scientific, systematic, practical and efficient human resource management system to encourage employees to plan their own life goals in order to create a passionate team.
6. Infiltration and integration of civilized service and corporate culture
Corporate culture is the spiritual driving force for the development of the company, and it is the "soft power" of enterprise development. The long-term development of civilized service work requires the promotion of corporate culture, and the corporate culture system is gradually spread and the second stage of "smile service, warm transportation" Work activities are mutually infiltrated and integrated, promoting the development of civilized services with corporate culture, promoting the perfection of corporate culture with civilized services, and finally creating a "cultural civilized service model" with unique characteristics of Jinzhai. Through in-depth study of corporate culture, employees have an overall understanding of the group and Jinzhai company, recognize the spirit of enterprise and corporate culture, and firmly establish a "based on their posts, do their jobs, develop their own abilities, achieve self-worth, and serve the overall situation of the company." To promote the company's development, the correct ideology. More importantly, through cultural learning, employees can continuously improve their own quality while completing the important process of cultural cultivation and accumulation, so that the civilized service work composed of all employees as individuals can have connotation, depth, and foundation. Standards and standards can truly form a "cultural civilized service" model accepted by the public and recognized by the company, and the brand service brand of "Changwu Liuwu Road and Smile Dabie Mountain" will be continuously introduced and given new connotations.

Chapter 2:

Windows work directly faces the people. The words and deeds of the staff are related to the image of the party and the government in the hearts of the people. Therefore, a window worker must ask our window staff to be better. Business knowledge, good grooming and norms, civilized service terms. As a window staff member of the Central Transportation Bureau, I would like to talk about how to do a good job in window service.
First of all, there must be a steady state of mind. As a window worker, you must first position yourself and clearly define the relationship with the person being served. When you come to the office staff at the reception, you must first have a stable attitude, and you should not be arrogant. The demeanor should be friendly, smiling, and gentle; the form should be decent and graceful; the language should be polite and thoughtful, and say "please", such as "please prepare the information"; "please go to other Windows handles this business"; say less "no", such as "You are not right", "Can't do it today", and so on. Windows work, dealing with all kinds of people every day, especially those who have low level of culture and low quality should have a steady state of mind. A steady state of mind will make it easy to find an entry point for communication with people, so that we can effectively communicate with the staff on an equal basis, so that the staff feel warm and happy. In a sincere attitude, the staff members will come up with ideas and solutions for them, and provide them with ways to solve problems, so that they can feel that you are really helping him, so that you can dispel your heart and help your work. .
Second, there must be a skilled business. With the continuous refinement of the social division of labor, the society has become increasingly demanding for the ability of government functional departments to handle business. This requires the Windows staff to continuously strengthen the study of business knowledge, especially the business knowledge they have to handle, must be precise, answer questions must be accurate, and also have a general understanding of other Windows business knowledge. In addition, in the usual work, more attention is paid to the accumulation of knowledge and experience. Problems that are difficult to be solved should be carefully analyzed and solved in a timely manner, so as to improve the level of business and better provide quick, accurate and in place for those who come to work or ask questions. The service makes the people happy and comes back with satisfaction.
Also pay attention to language skills. Windows staff, in addition to having a proficient level of business, must also have certain language skills. When answering questions, they should be detailed, accurate, and work with the staff to explain the process or materials needed. In the reception of complaints, especially those who are more emotionally excited, they must be objective and calm, and be smart and clever when dealing with emergencies. In the usual work, we must treat each other with sincerity, and convince people to do things through the experience of transposition, empathy, and thinking for the people everywhere.
Services are intangible but can be perceived. Service is the art of the door, art is endless; service is the door to learn, learning the sea is boundless. As a window worker, you must carefully understand the art of window service, seriously study and learn this knowledge, and do more practical and good things for the staff who come to the office, and truly implement the slogan of serving the people wholeheartedly. Go in the actual work!

Part 3: The experience of the room management window staff

Regarding the central organization's "strengthening the style of work, the service has been multiplied for three years", we now summarize the following work in the recent work:
First, in contrast to the ten "have no" in the business, there is no lack of we always put it in the first place, I mainly take the following methods to improve their business level, the needs of each project are memorized over and over again, so that Be handy at work. I went to the window to work for only half a month. In the past two months, I have done a good job in various tasks. In my work, strengthening study is a key measure to improve my own quality. In the reception work, I am especially entangled. The people are studying. The experience is not good. The business is not refined. The ability to serve the people is not high. 'Patience is answered, the service is thoughtful, and the people who have determined the difficulties do their best to help them solve the difficulties and move each other with real emotions. Action is a good image. Just like the people who were identified as a dangerous house in the past few days, the third day of the registration on the previous day came to remind the report, saying that all kinds of reasons were called for as soon as possible, in order to appease his mood, we worked together in the front and rear to make things happen in ten working days. I got it in two days. I don’t think there is any amazing story in the window service. The more seemingly unremarkable work, the more I can hone the will and thoughts of the people. This requires our staff to have a high sense of responsibility and sufficient Patience, enthusiasm, and carefulness, use the "heart" to treat everyone who works, and also use the "heart" to bring sincere and satisfactory service to the people who serve.
Second, in the study of new business knowledge, to consolidate old knowledge and improve the quality of the ability to work hard. Never lower the standard on the requirements and relax management. Firmly establish the learning concept of advancing with the times. On the one hand, actively participate in the learning activities organized by the organization, on the other hand, the development of the root situation and the needs of the work, in the principle of lack of what to supplement, do a good job of self-study, and constantly absorb new knowledge and master New skills, new skills, never get through, and the "standard" awareness is not strong. Further strengthen the awareness of professionalism and work hard to create first-class performance. Establish a general concept and a sense of unity and cooperation, look at and deal with problems from the overall concept of a game of chess, strengthen contact and cooperation with other comrades, give full play to the role of collective cohesion and combat effectiveness, and reflect the spirit of unity and cooperation, overall linkage, and uniformity. I think what we have to do is to seize the opportunity provided by this "industry style and efficiency construction" campaign, in accordance with the most advanced concept of work, the most enthusiastic attitude, the most simplified procedures, the quickest way to do things, and the most remarkable work. It is required to further improve the ability and level of serving the people and serving the economic development.

Chapter 4:

Recently, I have the privilege of working for a few days in the position of the toll collector of the group business company in the east. Through these days of work practice, I deeply understand that this position seems simple and simple, but it is not. Now let me talk about the experience that I have learned in practice:
First, the business office billing hall is a window for the group company's external services. As a staff member of the enterprise window, the quality of the individual directly affects the image of the company. Quality is not a model, you don't have to be demeanor, although you may help you; you don't have to lick your teeth, although a good mouth will help you. Quality is not innate, it needs to actively learn and exercise. To improve their own quality, this requires the window staff to have a good attitude. Mentality determines a person's behavior. So what is a good attitude? Just do not work for the job to serve the user. If so, your mentality will definitely be wrong, the service attitude will definitely not be good, even if you put all the leadership requirements in place, your service Impressing the user will also be hard. We have to serve customers with an attitude of doing things for ourselves. If you treat your customers as your parents, brothers and sisters, you will definitely serve them, and you will really think for your customers. Naturally, you will feel your heart in your service.
Second, Windows staff must not only be civilized, but must also have a keen observation ability. Because when you have a lot of customers, even if you have already said to the customer, "Please wait for the customer to wait a little", some customers will still queue, so you must use your observation memory, remember the first The second, third, and fourth order, if not, is likely to cause dissatisfaction with the customer first.
Third, the Windows staff's business knowledge should be proficient and as exquisite as possible. To improve the level of quality service, the awareness of quality service is not enough. Without the ability to provide quality services, we cannot truly provide quality services to our customers. “If you want to do something good, you must first sharpen your tools.” Therefore, improving your ability level is crucial to providing quality services. To do this, we should be familiar with our business work and systems, and improve our service skills and skills. "A journey of a thousand miles begins with a single step." If you want to be proficient in business, you must learn more about business, and constantly sum up experience in practice, learn from each other's strengths, and do a good job, and you can work at work.
Fourth, the window toll collector must also have a strong sense of responsibility and professionalism. To do a good job, you must master certain computer and taxation knowledge, be proficient in relevant business processes, etc. Although there are many scopes, you can do it as long as you are careful and meticulous. However, responsibility and professionalism are not something that everyone can do easily. Everything we do for each business we do and the feedback we receive from our customers are carefully checked one by one, because we know our responsibility on the shoulders, that is, maybe it’s a tiny mistake, it’s possible to bring Come a huge loss. This heavy sense of responsibility forces us to be careful and meticulous about every business. Although we don't have any rhetoric, and some only have the enthusiasm to do the job well, I always believe that there will be a harvest in a hard work.
Fifth, every profession needs to be team-oriented, as is the Windows staff. When the business is busy, colleagues can understand each other and share the troubles. Sometimes it is inevitable that there will be more experienced customers in the work. One person is in difficulty. At this time, other colleagues also go up to appease the emotions and adjust the disputes so that the situation does not deteriorate. As long as the division of labor is clear, the work is active, close cooperation, and mutual cooperation, truly "three gangs of good men", our team will certainly win the trust and respect of customers.
As the saying goes, the practice of real knowledge, through this period of practice and experience, will be more conducive to my continuous improvement in service in the future work.

Part V: Experience in the National Taxation Window of the Administrative Service Center

Since I entered the National Taxation Bureau of the Administrative Service Center, I have always adhered to the principle of "serving the people and satisfying the people". My feelings are:
First, people need respect and respect, and civility and courtesy are the premise and foundation of respect. Every customer who comes to Windows will politely say hello in civilized terms. This feeling is not stylized, but from the heart. With this passion, the customer will feel the details from the window service. respect;
Second, I have to deal with different types of customers every day. I feel that they all need respect, smile and enthusiasm, and sometimes they need a little patience. The high-quality service is reflected in the details of the service. For example, customers who come to Windows often often fail to apply in time because the application materials are incomplete, or the relevant procedures are not correct. If the customer is in a hurry, there will be complaints. In this case, we need to understand and Be patient, explain the work, and inform the relevant matters in detail, the customer will understand;
Third, to improve the nuances as a breakthrough, service quality and excellence, Windows from the "five ones" to improve the quality and level of service, pick up a call to come to consult, counseling fill out a tax registration form, do A good tax promotion work, give a friendly reminder, try to provide a little convenience;
Fourth, the administrative service center reflects the image of the Lishui County government. The center must build a sunny government affairs platform and build a people's satisfaction center. It is necessary to continuously innovate and improve services. To create a "four-type window" as a carrier, fully improve the quality of the window personnel. Fully implemented: learning, service, normative, and efficient windows.