How to do a good job in window service management must first have a stable mentality.
As window staff, we should first straighten our position and clarify the relationship with the clients. When receiving the staff who come to handle affairs, we should first have a stable attitude and never be overbearing. The eyes are kind and natural, with a smile and gentle eyes; Form should be decent and natural; Polite and thoughtful in language, say "please" more often, such as "please prepare information"; "Please wait a moment"; Say less "no", such as "you are wrong", "not today" and so on. Working in the window, I have to deal with all kinds of people every day, especially those with low education and low quality. With a stable mentality, it will be easy to find the starting point of communication with people, so as to effectively communicate with employees on an equal footing and make employees feel warm and happy. With a sincere attitude, give advice to employees, find ways to solve problems for employees, and let employees feel that you are sincerely helping him, so as to dispel their distrust of you and help their work.
Second, we must have skilled business.
With the continuous refinement of social division of labor, the society has higher and higher requirements for government functional departments to handle business. This requires window staff to constantly strengthen the study of business knowledge, especially their own business knowledge, to be precise, to answer questions accurately, and to have a general understanding of the business knowledge of other windows. In addition, we should pay more attention to the accumulation of knowledge and experience in our daily work, carefully analyze and study difficult problems, solve them in time, improve our professional level, and better provide fast, accurate and in-place services for those who come to handle affairs or inquire, so as to make the people happy and satisfied.
Third, pay attention to language skills.
Window staff should not only have a skilled business level, but also have certain language skills. When answering questions, explain the procedures or materials that need to be prepared to the staff in detail, accurately and once. Be objective and calm when receiving complainants, especially emotional complainants, and be witty and clever when dealing with emergencies. In the usual work, we should treat each other with sincerity, convince people with reason, and think from other's perspective, and think for the masses everywhere, so as to do things well.
How to manage the window service well? First, we should pay attention to image and appearance.
Image appearance is the external expression of a person's mental outlook and inner temperament. Clean and concise clothes, dignified appearance and civilized manners not only reflect the image of a unit, but also reflect personal cultivation and respect for others. As the saying goes, giving someone roses is more fragrant, so a good image is an important beginning of a day's work.
Second, we should keep a good attitude.
As a window worker, we should first straighten our position and clarify our job responsibilities. To receive a visit, we must first have a stable mentality, be not overbearing or passive to Nuo Nuo, have a cordial and natural expression, smile and gentle eyes; Good manners and elegant manners; Polite and thoughtful in language, say more "please", such as "please prepare the materials" and "please go to other windows to handle this business", and say less "no", such as "you are wrong" and "not today". Only by ensuring a good attitude can we communicate with employees more effectively and make employees feel warm and happy.
Third, be proficient in business policy.
Reception at the front desk is not only a service post, but also a lot of work, such as preliminary check, preliminary entry, policy answer, policy publicity and so on. Therefore, this requires us to grasp politics accurately and not mechanically, but flexibly and not mechanically. We should not only be familiar with basic policies, but also actively and quickly grasp new documents and policies issued by superiors. When you are not sure about the policy, ask the leader for instructions quickly, and don't say ambiguous words such as "probably", "possible" and "possible". Only by constantly improving their professional level can the work be carried out smoothly and add to the icing on the cake.
Fourth, we should master language skills.
In addition to being proficient in business, you should also master language skills, be objective and calm when receiving complainants, especially those who are more emotional, and be witty and clever when dealing with emergencies. In the usual work, we should treat each other with sincerity, convince people with reasoning, and think from other's perspective, and think for the staff everywhere, so as to get things done well.
How to do a good job in window service management 1 Study hard and master the business.
When we analyze the problems reflected by the masses in our previous work, we will find that most of the complaints from the masses are due to our staff's incomplete grasp of their own business, poor understanding and handling, and little knowledge of business and other relevant departments, resulting in the phenomenon of buck passing. With the continuous refinement of social division of labor, the society has higher and higher requirements for government functional departments to handle business. Our club's business knowledge is relatively professional, which requires the window staff to constantly strengthen the study of business knowledge, especially their own business knowledge, to be precise, to answer questions accurately, and to learn the business of relevant departments to promote themselves to become generalists as soon as possible. In addition, we should pay more attention to the accumulation of knowledge and experience in our daily work, carefully analyze and study difficult problems, solve them in time, improve our professional level, and better provide fast, accurate and in-place services for those who come to handle affairs or ask questions, so as to make the people happy and satisfied.
2. Correct attitude and enthusiastic service
The quality of window service depends on the attitude of the staff. A person's attitude often affects his behavior, to his relatives, to his friends, to strangers and to himself. The window staff should first ask themselves what kind of attitude they will treat their relatives, friends and strangers when dealing with one thing. There is no doubt that everyone will show great enthusiasm to help their relatives and friends. This is human instinct and basic quality. What about strangers who have nothing to do with themselves? Will it drop from boiling point to freezing point? Actually, this phenomenon is very simple. As window staff, we should recognize ourselves, have a correct attitude, treat people who come to work equally, and always maintain a good attitude to serve the citizens. Of course, in the course of our work, we will inevitably encounter some problems, such as people's incomprehension of policies and dissatisfaction caused by cumbersome procedures. In the face of difficulties, we should not shirk our responsibilities and contradictions, do a good job in policy consultation and service explanation, and persist in doing a good job in accordance with policies from beginning to end in order to gain the approval of the masses; Timely do a good job in policy interpretation and publicity that cannot be handled, eliminate misunderstandings, gain the understanding of the masses, and ensure that the work is carried out in an orderly manner.
3. Adhere to the principle and handle it flexibly.
20 1 165438 On September 6th, Yixing Daily published a signed article "One more thing like this". The author described in detail the warm reception and warm service he received when he went through the formalities in the medical insurance department of Yixing Human Resources and Social Security Bureau. A "clerk" helped the author fill out the form and led the author to the office to stamp it. According to the regulations, the leader needs to sign before stamping, but the leader in charge of signing is on a business trip. Seeing that the author was in a hurry, the "shop assistant" offered to contact the leader by phone. After the approval of the leader, he sealed it first, and then filled in the signing formalities when the leader came back. In this way, the author avoided waiting, successfully stamped and completed the formalities. Actually, in the above-mentioned incident, as far as I am concerned, I am only responsible for filling out the form. As for the absence of the leader, I have nothing to do with whether it can be signed and sealed and whether the formalities can be completed. At that time, you can ask the author to wait for a while, or come back next time. But I didn't do that. I thought it was not easy for the grassroots to work in government departments. They spend a lot of time on the way from the countryside to the city, and they are not familiar with the relevant procedures and regulations. If there are more delays, the planned things will not be completed. Therefore, I took the initiative to "mind my own business" and handled the problem flexibly without violating the policy principles, which saved the waiting time and the trouble of running again. Through this incident, I deeply understand that if we can achieve the organic unity of principle and flexibility in our daily work, we will get twice the result with half the effort. In the new period, special attention should be paid to combining the principle and flexibility of window work, and the service should be legal, reasonable and scientific. At present, social development is diversified, people's interests are diversified and social demands are diversified. If we can't do this, we will blindly ossify our service, do our work without considering the specific situation, or even deal with it at a low level, which will easily lead to the accumulation of social contradictions and contradictions.
4. Make bold innovations and optimize the system.
Window work, like other work, must not be aggressive and stick to the rules, but should be bold and innovative, constantly bringing forth new ideas and bright spots. Only in this way can the work continue to advance. From the work of 20 10, I learned that the burden of medical expenses for renal transplant patients is too heavy, and the price of anti-rejection drugs in the market is high, so I need to pay a lot of cash in advance every time, and then report it to the Human Resources and Social Security Bureau. The procedures are complicated, and there have even been cases where large amounts of cash reported by patients to the Human Resources and Social Security Bureau were stolen on the way. After careful investigation and analysis, I actively suggested to the leaders to carry out centralized management, fixed-point dispensing and credit card settlement for renal transplant patients.