20 18 province civil servant interview problem: the complaint department is inefficient. What are you doing at this time?

Answer prompt: (1) First of all, I will keep calm. As a staff member, it is normal to encounter all kinds of problems at work. The key is how to identify, respond positively and handle properly. (2) Secondly, I will reflect on the reasons why customers are not satisfied. One is to see if it is really thoughtless to solve the problem, the other is to see if the customer doesn't know the relevant service regulations and puts forward requirements beyond the regulations, and the third is to see if the customer knows the relevant regulations but the requirements are unreasonable. (3) Take corresponding countermeasures according to the reasons. If it is really thoughtless, make reasonable arrangements according to the service regulations and explain to customers; If the misunderstanding is caused by the customer's ignorance of the policy, I will give him a further explanation to eliminate his misunderstanding; If the customer's requirements are not in line with the policy, I will clearly point them out to him. (4) Third, I will explain the handling of the whole matter to the leader, hoping to get his understanding and support. (5) I won't lose my enthusiasm and enthusiasm for work because of customers' complaints to me, but I will always keep in mind the purpose of serving customers and strive to become an employee who is trusted by leaders, assured by the company and satisfied with customers as soon as possible.