The first is to improve the window service environment.

First, we should improve the service hall environment. The construction of window service hall should be reasonable in layout, complete in functions, clear in identification, clear in guidance, safe and comfortable. Establish a new image of civilized occupation with solemn and comfortable service environment and facilities. Second, improve the environment of the consulting service area. In the consulting service area, personnel who know the business, have a good style and a strong sense of responsibility should be selected as consultants in turn, provide consulting services to the clients in time, patiently introduce the window setting and workflow of the service hall to the clients, and provide on-site guidance services. Third, improve the environment of commercial service areas. The business service area should set up a clearly classified service window, uniformly post the job number, work department and post, and set up a business handling signboard as required. At the same time, the counter should be equipped with necessary writing stationery and service tools (such as pens, glasses, etc.), and the window should be equipped with? Suspend service? Equipment such as standby signs and service assessors. Fourth, improve the environment of self-service areas. The self-service area should be equipped with relevant facilities for customer self-service business, as well as necessary stationery and materials. Set up a single filling desk, and provide samples and necessary stationery for filling out forms and certificates. Fifth, improve the environment of customer waiting area. The customer waiting area should be equipped with tables and chairs for customers to wait and rest, as well as various convenient and beneficial service facilities, such as electronic display screen, suggestion box, bulletin board, water dispenser, agency copying service, etc. , to achieve complete facilities, effective management, service in place. Sixth, improve the business acceptance window environment. The teller system is implemented in the business acceptance window, and each window can accept business such as deposit and withdrawal, so as to achieve the purpose of reasonable classification, service optimization, professionalism and efficiency. The overall layout of the window should be fresh and tidy, and the desk should keep the desktop clean and tidy, with computers, printers, stamp pads and seals. Should be placed in a uniform manner, personal items should not be placed in the line of sight of the subject. Let a good environment lay the foundation for a good service.

Second, standardize the window service behavior

First, make preparations. Go to work according to the specified time, arrange and prepare all kinds of office supplies needed for work in advance, check whether computers, printers and other equipment are running normally, check whether the facilities and supplies needed for business handling need to be supplemented, adjust personal emotions, and ensure that you enter the post in a good mental state. It's best to set the mobile phone to vibration when working. The second is to standardize the terms of service. Language should be civilized, friendly, cordial, sincere and meticulous, clear and accurate. For example, customers should take the initiative to say hello when handling provident fund business at home. Hello! What business do you want to handle? After the service, the information and certificate should be returned to the client and prompted? Please take good care of your information and documents. Welcome to come again next time. ? The third is to pay attention to appearance. Dress properly and wear uniforms during working hours. Gfd should be straight, keep his hair clean, his face clean and his clothes simple and solemn. For example, men's long hair is not covered and women are not allowed to dye colored hair. Civilized manners, steady steps, correct sitting posture, generous speech, warm and friendly. For example, when sitting at the front desk, you can't squat on the table, cross your legs or lean back. The fourth is to keep in mind the taboos of service behavior. Playing games, surfing the Internet, listening to music, watching DVD and eating snacks are not allowed during working hours. Don't throw waste paper, litter, smoke or spit in the window service hall. During working hours, no chatting, laughing, snubbing or reprimanding the client, arguing with the client, and no swearing are allowed. Personal belongings, books, newspapers and magazines are not allowed to be placed on the window workbench, and you are not allowed to leave at will. Fifth, keep in mind the taboo of service language. There are taboos when addressing customers, accepting business, system or computer failures, answering customer inquiries, being criticized or misunderstood by customers, and before leaving work. For example, it is forbidden to say: It's almost time to get off work. Stop it. Come back tomorrow! ? 、? Why are you so late? Let's do it tomorrow! ?

Third, provide window quality service.

The first is to provide basic services. Master the main housing provident fund policies and answer the questions raised by customers clearly, accurately and completely. Skillfully operate the comprehensive business system of housing provident fund, and handle the matters handled by the client quickly and efficiently in accordance with the prescribed procedures and processes. Correct use of various forms of housing provident fund business, and clear information. For businesses that do not belong to the responsibilities of this position, we should correctly guide customers. Strictly follow the service commitment system. The second is to provide consulting services. When receiving customers, you should smile, be natural and sincere, warm and thoughtful, be patient and meticulous, answer questions, stand up and say hello, come and say hello, ask and answer, and go away. For the old, weak, sick, disabled and pregnant customers, you should take the initiative to help them and guide them to submit information when they ask for it. The third is to provide business handling services. The window service strictly implements the responsibility system of first inquiry, warmly receives and patiently answers the questions raised by the clients. If the consultation question does not belong to the work scope of this post, it should be informed in detail of the relevant consultation windows and accurately inform the relevant window positions. Strictly implement the principle of one-time notification, and inform the parties of the materials, procedures and time limit required for handling this matter at one time, so as to avoid the parties rushing back and forth because of unclear notification. The fourth is to provide business audit services. The customer's application materials are complete, which belongs to the business accepted on the spot and needs to be accepted and audited on the spot. The audit business that needs to be completed through investigation and verification and declaration and approval procedures should clearly inform the client of the approval time limit and handling procedures. To complete the business within the approval time limit, it is necessary to promptly notify the client to receive the relevant approval procedures. The fifth is to provide delay service and green channel service. For customers who have been waiting at the window, the staff must finish all the business before they can get off work; If a customer comes to the door after work, it can be handled within the scope of their duties, and the staff should get off work after handling it. Special, efficient and convenient service channels should be provided for employees who are inconvenient to move, declare emergency and need care. Sixth, stick to the time limit. Must be handled within the time limit of public commitment, to complete the service object declaration matters, it is strictly prohibited to service matters within the scope of duties will not be accepted or an excuse to delay, prevarication, not according to the prescribed time limit, or artificial obstacles, making things difficult for the service object, resulting in dissatisfaction with the service object.

Service has no beginning, and satisfaction has no end. Service is an art, and art is endless; Service is a science, and there is no end to it. Service is intangible, but it can be perceived. As long as we are enthusiastic, careful, patient, sincere, open-minded, public-minded, sincere and caring, win the understanding, support and touch of the masses with our exquisite work style, and show our image from details, we will certainly make the masses happy and satisfied.