Advanced Personal Deeds Material of Taxation Service Hall of Local Taxation Bureau
The county local tax bureau directly under the branch office tax service hall, further launched the "Service Star" campaign, to achieve "sincere service, I am a smiling angel; business skilled, I am a local tax computer; love the collective, I am the warm light" service target Efforts to create a clean, efficient, harmonious and lively tax service environment. The "Star of Service" emerging in the activity is like a blossoming safflower, making this green and green collective garden, colorful and colorful.
Sincerely change the truth
She is a lesbian who has worked in taxation for more than 20 years. On the window of the tax service hall, she advocates the sincerity to win the true feelings of taxpayers.
Let me talk about one thing first. One day, a female boss headquartered in Hangzhou Enterprise, sincerely feared to enter the tax service hall, she did not understand the online declaration, a special trip from Hangzhou. The female boss of this private enterprise has business in several provinces and cities, and she has done business in Qiandao Lake. It can be said that the gorgeous figure of a successful woman always follows her healthy pace and goes to every corner of her career. But she said: "When I approached the tax building, somehow, like disarming, suddenly lost confidence and became uneasy." This huge psychological contrast buried in the heart, the average person is really difficult to predict. In this regard, sincerely and bluntly said: "This is the common psychology of taxpayers, and the successful people are no exception. It requires us to help them solve the problem from the service." When the female boss was found to be hesitant and urgent When he was in the hall, he took the initiative to show his smile to the female boss. After the female boss understood the meeting, she quickly walked to the service desk and asked her if she had any requests. When I learned the situation, I said nothing, and led her to the self-service desk computer. From the click of the double-click mouse, she taught her online application, and helped her master the full set of declarations while doing the monthly declaration. Program. The female boss sincerely admired: "Taxation is a kind of pressure, but the taxation process is so pleasant by the big sister, I did not expect it beforehand." The county finance and tax bureau opened the new building, and one day, the female boss was in the new hall. After the tax was paid, I couldn’t help but stand in the service window for a while. She stood silently, did not bother to work hard, and admire the spacious, bright, clean and comfortable hall, while feeling the warmth brought to her by this service. At this moment, the whole hall, including those who know and don't know, she feels close and friendly.
Let's say that "the basic pension insurance premium is temporarily lowered". The ages of men and women are 50 and 40 years old respectively, and the basic old-age insurance premiums must be paid down. The proportion of the people who pay according to the original regulations will be surrendered according to the new regulations. This sudden drop of insurance, making the tax service hall, is extremely heavy and busy. One day, a large number of surrendered personnel gathered in the hall. At one time, the voices were full, the windows were blocked, and the lobby business could not be carried out normally. At this point, calmly and arbitrarily bring half of the people back to the church, and personally assist them to fill out the surrender form. Most of the people in this group are not highly educated. Although they have instructions on the “Guide to Surrender”, they still strongly ask, and some even do not have the ability to fill out the form. Patience one by one for them to answer. "This part of the population has no occupation, and it is the group that needs the most social attention. Because they are eager to retire, it is inevitable that there will be words colliding, but I can't hurt them. I have to be considerate and considerate to them." But this part of the population is also the most vulnerable to knowing how to be grateful. After that, regardless of the street or the mall, as long as they meet with them, they will be warmly greeted by them, they will say goodbye with grateful eyes.
Anxious people are hard to beat people
Every window and everyone in the tax service hall is like the same, and practice their own service goals in their respective positions. They are anxious to pay taxpayers, put themselves in the position of taxpayers, making the service hall a warm place.
Wang Yue is the only male comrade in the field, mainly dealing with tax matters related to taxpayers. Because the taxpayers who come to Qiandao Lake are close to work hours, and some even after the shift, the review process is relatively long. Wang Yue always handles this business at the expense of rest and postponing the meal, and never delays the tax time. One evening, Wang Yue, who was preparing to take the children to the streets, suddenly received a phone call saying that a foreign taxpayer had to issue an invoice to rush to settle the payment in the field. The situation was very urgent. Wang Yue left the children and rushed to the lobby in time. For Wang Yue, time does not belong to oneself, time is service. He said: "When time is given to taxpayers, time becomes the success or failure of money, cost, business." In the service window for more than ten years, he is full of enthusiasm, actively fulfilling the "recertification commitment system" and "reservation service" The delay service and the service are not urgent. The commitment is to be more difficult than the heart. There is no dissatisfaction caused by stagnation, which is highly praised by taxpayers.
The same is true of another lesbian, Yao Guihong. In the "one window" service window in the lobby, one afternoon, Yao Guihong was preparing to get off work. Suddenly an old man hurried to the tax service hall with a look of no idea what it was. Yao Guihong greeted him and asked him what to do. The old man said, "I just came from the country and wanted to open a project invoice. It happened that you got off work. I wonder if I can handle it for me? I have to hurry home!" Finished, sweaty. Yao Guihong said quickly: "You don't worry about the elderly, you can handle it. We will do your best with the fastest speed." When the old man gave Yao Guihong the information used for the invoicing, he found that he lacked one. The information is not complete, that can be opened. According to the regulations, taxpayers of two special circumstances can apply for invoices for the “Reinforcement Letter of Commitment”. One is the tax-related person in the remote mountainous area of the county and the place with inconvenient transportation, and the other is the tax-related person in the field. However, in the two cases, the elderly did not meet. For a time, the old man was helpless and asked Yao Guihong "how to do it." In the face of the helpless look of the elderly, Yao Guihong was worried, she should be as flexible as possible to deal with this matter. So I decided to apply for the invoice for the "Renewal of Commitment Letter" and asked the elderly to fill in the information within one week. The old man landed on a stone and said happily: "Great, thank you!" After the matter was finished, the old man came over to fill the information the next day.
"personal service" contradiction
Here, I would like to talk about Wu Jia, a little girl who took part in her work. Wu Jia, who is known as the smiling angel, how does she perform in the tax service hall?
A middle-aged boss in his fifties said such a thing. Once, I went to the tax service hall to cancel the tax registration certificate. When I found that the national tax was only one day for this business, and the local tax was for several days, I was on fire and questioned the efficiency of the local tax. Because I have a certain influence in the local area, I also threatened to reflect this situation upwards. I can see that the lobby staff was panicking at the time. In fact, I misunderstood, because my business mainly involves local taxes, so the tax registration certificate is cancelled, and the time for closing the tax is relatively long. But I am stubborn and think there is room for compression. The service staff explained it to many parties. I don't accept it. I have to do it immediately, otherwise I will not do it. At this time, there was a little girl named Wu Jia, who smiled and walked over to me and said, "Uncle boss, can I handle it for you?" I took the task. I saw her so lively, and her mood improved and she agreed. After completing the first program, she smiled and told me: "Uncle boss, I will do it today. We will transfer the relevant information to the management unit for review tomorrow. I will call you when I finish.... This way, you are satisfied. ?? Faced with a girl who is as cute as her daughter, my anger is gone, and she follows the procedure. She smiled again and asked me childishly: "I am satisfied with my service, just click the satisfaction button on the 'tax service evaluator'." I laughed and pressed the satisfaction button aloud, promised that she would never Reflect this up. This contradiction was thus resolved by the little girl. These service staff in the service hall are really good. It is reported that this incident has caused the leaders of the branch to attach great importance and become an opportunity to improve their work.
A similar story, there is one. A female boss who runs a farm, because she is not satisfied with the local tax, she has approved a tax of 5,300 yuan per year. She went to the tax service hall to find a donkey and bought a fixed food invoice of 5,300 yuan. The invoice for this amount, the window can not handle it. So the female boss arguing with a service person, saying that he had to sue the local tax bureau, and also insinuated the local tax, which was the official residence of "the door is open, and there is no money to come in." After the quarrel, the female boss stole, saying that the next day will come, the service staff showed helplessness. Wu Jia asked the person in charge of the hall, Tang Huahai, to take the initiative to ask the woman boss the next day. The next day, the female boss really came again. Wu Jia had already stood at the door to welcome her: "Big sister, hello! Yesterday, I am here for you." A "big sister" influenced the female boss. She said to the author: "At the time, when I saw the girl wearing a tax suit calling me a big sister, my heart warmed up. The words I was prepared to talk about were chaotic. In fact, taxpayers are vulnerable to tax officials. As long as there is a little warmth, I am moved. I am doing it for a while. When I am angry, my heart will be calm." The female boss with a mild attitude accepted the business explanation made by Wu Jia and happily sold back her needs. Dietary quota invoices.
Innovation management reminds Xinlei
The many styles displayed in the tax service hall are inseparable from system construction and innovation management. The person in charge, Tang Huahai, said: "The direct sub-bureau starts with 'optimal service measures, strict service requirements', innovative management, and the organic combination of legal tax payment and humanized service. The hall also has a set of its own specifications."
In the "120,000 yuan self-declaration" window, there is an example that can explain the problem. During the self-declaration period of 120,000 yuan, Yao Guihong met a taxpayer and came to the hall after drinking. He shouted: "How do the local tax authorities do it? I don't have any taxes to pay. How can I stop sending messages to my mobile phone? , want me to come to pay taxes?" Asked, the mouth kept counting. Yao Guihong called the taxpayer to the window and said, "You don't worry, what is going to tell me slowly, see if I can help you." In fact, the taxpayer is not really drunk, he said by alcohol. thing. He said: "In the recent period, I have received three or four newsletters sent to me by the local taxation department. I want to pay taxes. I feel very puzzled.... I can’t bear to make up my mind!" The grievances of the face. However, Yao Guihong immediately reflected in his mind that this person was a taxpayer who bought and sold housing last year and had a difference of more than 120,000 yuan. Then he asked awkwardly: "Have you ever bought a house for sale last year, and the difference exceeded more than 120,000 yuan?" The taxpayer replied: "Yes! But when I traded, I paid all the taxes." There is a tax ticket here." Yao Guihong explained: "If you are in a situation like this, you must go to the local tax department to handle the 'self-declaration of personal income over 120,000 yuan'. If the tax has been paid, you only need to re-submit the declaration procedure. After the re-issuance, we have records and statistics here, you can be more assured." The taxpayer suddenly realized that he even apologized to Yao Guihong, saying that he must accept the lesson and actively apply for tax returns.
Tang Huahai explained: "This case reflects the indispensability of 'legal taxation and humanized service'. To achieve the combination of the two, 'optimal service measures, strict service requirements' is fundamental."
Optimized service measures: First, regular study, improve business capabilities, and improve the level of civilized etiquette services. Second, the implementation of the noon duty system, creating a holiday duty system. Third, improve the appointment service, delay service, replenishment commitment system and the opening of a "24-hour public telephone call for tax-free service." Fourth, the establishment of tax self-service, ordinary invoices for appointment and payment services, set up a sample form, and optimize taxation counseling. On this basis, further standardize the “one-window” service workflow, the external management certificate management workflow, and the freight invoice service workflow, and formulate the “Measurement Method for the Service Star of the Tax Service Hall” and “Tax Service” Measures for the Evaluation of Stocks and the Code of Practice for Invoice Verification.
Strict service requirements: to achieve business precision, high sensitivity, the acceptance process is the audit process, and strengthen the invoice review. For example, if the taxpayer “cargo invoice software” has a problem, the staff member must first reset the program after receiving the call, and then modify the program to ensure that the invoice is issued correctly; the invoice review time is longer, and the taxpayer requires the invoice first. In the case of buying, the lobby requires on-the-spot issues to be resolved on the spot; in order to strengthen tax management, some taxpayers who must apply for tax registration certificates should issue invoices; if the pension reduction policy lags behind, and the social security department first withdraws the certificates, The pension surrender must be found in the file to find out the “entry certificate” of the surrender. and many more.
All the service personnel in the tax service hall are in this environment, and have won the "Star of Service" by their own efforts. The service hall will focus on the overall goal of the direct branch office, and strive to innovate management, so that this service park will continue to destroy new flower buds, making it bloom more beautiful and more fragrant. ”
Sincerely change the truth
She is a lesbian who has worked in taxation for more than 20 years. On the window of the tax service hall, she advocates the sincerity to win the true feelings of taxpayers.
Let me talk about one thing first. One day, a female boss headquartered in Hangzhou Enterprise, sincerely feared to enter the tax service hall, she did not understand the online declaration, a special trip from Hangzhou. The female boss of this private enterprise has business in several provinces and cities, and she has done business in Qiandao Lake. It can be said that the gorgeous figure of a successful woman always follows her healthy pace and goes to every corner of her career. But she said: "When I approached the tax building, somehow, like disarming, suddenly lost confidence and became uneasy." This huge psychological contrast buried in the heart, the average person is really difficult to predict. In this regard, sincerely and bluntly said: "This is the common psychology of taxpayers, and the successful people are no exception. It requires us to help them solve the problem from the service." When the female boss was found to be hesitant and urgent When he was in the hall, he took the initiative to show his smile to the female boss. After the female boss understood the meeting, she quickly walked to the service desk and asked her if she had any requests. When I learned the situation, I said nothing, and led her to the self-service desk computer. From the click of the double-click mouse, she taught her online application, and helped her master the full set of declarations while doing the monthly declaration. Program. The female boss sincerely admired: "Taxation is a kind of pressure, but the taxation process is so pleasant by the big sister, I did not expect it beforehand." The county finance and tax bureau opened the new building, and one day, the female boss was in the new hall. After the tax was paid, I couldn’t help but stand in the service window for a while. She stood silently, did not bother to work hard, and admire the spacious, bright, clean and comfortable hall, while feeling the warmth brought to her by this service. At this moment, the whole hall, including those who know and don't know, she feels close and friendly.
Let's say that "the basic pension insurance premium is temporarily lowered". The ages of men and women are 50 and 40 years old respectively, and the basic old-age insurance premiums must be paid down. The proportion of the people who pay according to the original regulations will be surrendered according to the new regulations. This sudden drop of insurance, making the tax service hall, is extremely heavy and busy. One day, a large number of surrendered personnel gathered in the hall. At one time, the voices were full, the windows were blocked, and the lobby business could not be carried out normally. At this point, calmly and arbitrarily bring half of the people back to the church, and personally assist them to fill out the surrender form. Most of the people in this group are not highly educated. Although they have instructions on the “Guide to Surrender”, they still strongly ask, and some even do not have the ability to fill out the form. Patience one by one for them to answer. "This part of the population has no occupation, and it is the group that needs the most social attention. Because they are eager to retire, it is inevitable that there will be words colliding, but I can't hurt them. I have to be considerate and considerate to them." But this part of the population is also the most vulnerable to knowing how to be grateful. After that, regardless of the street or the mall, as long as they meet with them, they will be warmly greeted by them, they will say goodbye with grateful eyes.
Anxious people are hard to beat people
Every window and everyone in the tax service hall is like the same, and practice their own service goals in their respective positions. They are anxious to pay taxpayers, put themselves in the position of taxpayers, making the service hall a warm place.
Wang Yue is the only male comrade in the field, mainly dealing with tax matters related to taxpayers. Because the taxpayers who come to Qiandao Lake are close to work hours, and some even after the shift, the review process is relatively long. Wang Yue always handles this business at the expense of rest and postponing the meal, and never delays the tax time. One evening, Wang Yue, who was preparing to take the children to the streets, suddenly received a phone call saying that a foreign taxpayer had to issue an invoice to rush to settle the payment in the field. The situation was very urgent. Wang Yue left the children and rushed to the lobby in time. For Wang Yue, time does not belong to oneself, time is service. He said: "When time is given to taxpayers, time becomes the success or failure of money, cost, business." In the service window for more than ten years, he is full of enthusiasm, actively fulfilling the "recertification commitment system" and "reservation service" The delay service and the service are not urgent. The commitment is to be more difficult than the heart. There is no dissatisfaction caused by stagnation, which is highly praised by taxpayers.
[1][2][3]
The same is true of another lesbian, Yao Guihong. In the "one window" service window in the lobby, one afternoon, Yao Guihong was preparing to get off work. Suddenly an old man hurried to the tax service hall with a look of no idea what it was. Yao Guihong greeted him and asked him what to do. The old man said, "I just came from the country and wanted to open a project invoice. It happened that you got off work. I wonder if I can handle it for me? I have to hurry home!" Finished, sweaty. Yao Guihong said quickly: "You don't worry about the elderly, you can handle it. We will do your best with the fastest speed." When the old man gave Yao Guihong the information used for the invoicing, he found that he lacked one. The information is not complete, that can be opened. According to the regulations, taxpayers of two special circumstances can apply for invoices for the “Reinforcement Letter of Commitment”. One is the tax-related person in the remote mountainous area of the county and the place with inconvenient transportation, and the other is the tax-related person in the field. However, in the two cases, the elderly did not meet. For a time, the old man was helpless and asked Yao Guihong "how to do it." In the face of the helpless look of the elderly, Yao Guihong was worried, she should be as flexible as possible to deal with this matter. So I decided to apply for the invoice for the "Renewal of Commitment Letter" and asked the elderly to fill in the information within one week. The old man landed on a stone and said happily: "Great, thank you!" After the matter was finished, the old man came over to fill the information the next day.
"personal service" contradiction
Here, I would like to talk about Wu Jia, a little girl who took part in her work. Wu Jia, who is known as the smiling angel, how does she perform in the tax service hall?
A middle-aged boss in his fifties said such a thing. Once, I went to the tax service hall to cancel the tax registration certificate. When I found that the national tax was only one day for this business, and the local tax was for several days, I was on fire and questioned the efficiency of the local tax. Because I have a certain influence in the local area, I also threatened to reflect this situation upwards. I can see that the lobby staff was panicking at the time. In fact, I misunderstood, because my business mainly involves local taxes, so the tax registration certificate is cancelled, and the time for closing the tax is relatively long. But I am stubborn and think there is room for compression. The service staff explained it to many parties. I don't accept it. I have to do it immediately, otherwise I will not do it. At this time, there was a little girl named Wu Jia, who smiled and walked over to me and said, "Uncle boss, can I handle it for you?" I took the task. I saw her so lively, and her mood improved and she agreed. After completing the first program, she smiled and told me: "Uncle boss, I will do it today. We will transfer the relevant information to the management unit for review tomorrow. I will call you when I finish.... This way, you are satisfied. ?? Faced with a girl who is as cute as her daughter, my anger is gone, and she follows the procedure. She smiled again and asked me childishly: "I am satisfied with my service, just click the satisfaction button on the 'tax service evaluator'." I laughed and pressed the satisfaction button aloud, promised that she would never Reflect this up. This contradiction was thus resolved by the little girl. These service staff in the service hall are really good. It is reported that this incident has caused the leaders of the branch to attach great importance and become an opportunity to improve their work.
A similar story, there is one. A female boss who runs a farm, because she is not satisfied with the local tax, she has approved a tax of 5,300 yuan per year. She went to the tax service hall to find a donkey and bought a fixed food invoice of 5,300 yuan. The invoice for this amount, the window can not handle it. So the female boss arguing with a service person, saying that he had to sue the local tax bureau, and also insinuated the local tax, which was the official residence of "the door is open, and there is no money to come in." After the quarrel, the female boss stole, saying that the next day will come, the service staff showed helplessness. Wu Jia asked the person in charge of the hall, Tang Huahai, to take the initiative to ask the woman boss the next day. The next day, the female boss really came again. Wu Jia had already stood at the door to welcome her: "Big sister, hello! Yesterday, I am here for you." A "big sister" influenced the female boss. She said to the author: "At the time, when I saw the girl wearing a tax suit calling me a big sister, my heart warmed up. The words I was prepared to talk about were chaotic. In fact, taxpayers are vulnerable to tax officials. As long as there is a little warmth, I am moved. I am doing it for a while. When I am angry, my heart will be calm." The female boss with a mild attitude accepted the business explanation made by Wu Jia and happily sold back her needs. Dietary quota invoices.
Innovation management reminds Xinlei
The many styles displayed in the tax service hall are inseparable from system construction and innovation management. The person in charge, Tang Huahai, said: "The direct sub-bureau starts with 'optimal service measures, strict service requirements', innovative management, and the organic combination of legal tax payment and humanized service. The hall also has a set of its own specifications."
In the "120,000 yuan self-declaration" window, there is an example that can explain the problem. During the self-declaration period of 120,000 yuan, Yao Guihong met a taxpayer and came to the hall after drinking. He shouted: "How do the local tax authorities do it? I don't have any taxes to pay. How can I stop sending messages to my mobile phone? , want me to come to pay taxes?" Asked, the mouth kept counting. Yao Guihong called the taxpayer to the window and said, "You don't worry, what is going to tell me slowly, see if I can help you." In fact, the taxpayer is not really drunk, he said by alcohol. thing. He said: "In the recent period, I have received three or four newsletters sent to me by the local taxation department. I want to pay taxes. I feel very puzzled.... I can’t bear to make up my mind!" The grievances of the face. However, Yao Guihong immediately reflected in his mind that this person was a taxpayer who bought and sold housing last year and had a difference of more than 120,000 yuan. Then he asked awkwardly: "Have you ever bought a house for sale last year, and the difference exceeded more than 120,000 yuan?" The taxpayer replied: "Yes! But when I traded, I paid all the taxes." There is a tax ticket here." Yao Guihong explained: "If you are in a situation like this, you must go to the local tax department to handle the 'self-declaration of personal income over 120,000 yuan'. If the tax has been paid, you only need to re-submit the declaration procedure. After the re-issuance, we have records and statistics here, you can be more assured." The taxpayer suddenly realized that he even apologized to Yao Guihong, saying that he must accept the lesson and actively apply for tax returns.
Tang Huahai explained: "This case reflects the indispensability of 'legal taxation and humanized service'. To achieve the combination of the two, 'optimal service measures, strict service requirements' is fundamental."
Optimized service measures: First, regular study, improve business capabilities, and improve the level of civilized etiquette services. Second, the implementation of the noon duty system, creating a holiday duty system. Third, improve the appointment service, delay service, replenishment commitment system and the opening of a "24-hour public telephone call for tax-free service." Fourth, the establishment of tax self-service, ordinary invoices for appointment and payment services, set up a sample form, and optimize taxation counseling. On this basis, further standardize the “one-window” service workflow, the external management certificate management workflow, and the freight invoice service workflow, and formulate the “Measurement Method for the Service Star of the Tax Service Hall” and “Tax Service” Measures for the Evaluation of Stocks and the Code of Practice for Invoice Verification.
Strict service requirements: to achieve business precision, high sensitivity, the acceptance process is the audit process, and strengthen the invoice review. For example, if the taxpayer “cargo invoice software” has a problem, the staff member must first reset the program after receiving the call, and then modify the program to ensure that the invoice is issued correctly; the invoice review time is longer, and the taxpayer requires the invoice first. In the case of buying, the lobby requires on-the-spot issues to be resolved on the spot; in order to strengthen tax management, some taxpayers who must apply for tax registration certificates should issue invoices; if the pension reduction policy lags behind, and the social security department first withdraws the certificates, The pension surrender must be found in the file to find out the “entry certificate” of the surrender. and many more.
All the service personnel in the tax service hall are in this environment, and have won the "Star of Service" by their own efforts. The service hall will focus on the overall goal of the direct branch office, and strive to innovate management, so that this service park will continue to destroy new flower buds, making it bloom more beautiful and more fragrant. ”
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