State Grid Shandong Electric Power Company's power supply business window service information and display specifications public display content

1. Window staff should dress uniformly as required, wear name tags with photos on them and place desk tags with photos on them, and indicate their job numbers and positions. Use civilized language at work, dress neatly, behave generously, and have a kind attitude, maintain a good image of the window, and meet the requirements for high-quality and civilized services.

2. Service attitude should be proactive, enthusiastic, sincere, civilized and considerate. When receiving service objects, take the initiative to say hello and ask them to take a seat, and then go through the formalities for them.

3. When the service recipient inquires about relevant issues, listen patiently and answer the questions in a comprehensive and detailed manner. Issues that may be involved in the handling process that are not mentioned by the service recipient should also be explained clearly. We must be patient and enthusiastic, never tire of asking questions, and are not allowed to neglect, make things difficult, reprimand or discriminate against service recipients

Fourth, when receiving service recipients, we must achieve the "four same things", that is: cadres and the masses have the same respect; Treat strangers with the same enthusiasm as acquaintances; be equally patient when busy and free; treat big and small items alike.

5. We must implement the "five hearts" service, that is, meditation, enthusiasm, patience, concentration, and carefulness. Under any circumstances, it is strictly forbidden to be emotional or show attitude towards the client. When the client puts forward opinions, suggestions and criticisms, listen calmly, explain patiently, do not argue, and make corrections if there is any, and encourage others if not.

6. Reception standards and specifications of the "Four Ones" system:

1. When receiving a customer for the first time, deliver a "Service Contact Card" with both hands;

2. When accepting customer consultation, hand over a piece of "Electricity Usage Business Guide" with both hands;

3. When accepting a customer's application, deliver a "Committed Service Supervision Card" with both hands;

4. When the customer leaves, hand over a "Solicit Card" with both hands.

7. Behavioral norms and standards: elegant posture, natural and generous.

1. Appearance: full of energy and neatly dressed. Lesbians should wear makeup in a generous and appropriate manner, wear jewelry solemnly and appropriately, and do not wear hairstyles that are inconsistent with their status. Gay men do not have long hair or beards.

2. Walking: Keep your chest up and your head up, looking straight ahead, without putting your pockets or shoulders.

3. Sitting posture: straight waist, legs close together or parallel, no shaking of feet, no sitting at an angle, no sitting on the back, no sitting on the stomach, no crossing the legs, no weighing the heels, no need to support the head with the arms. .

4. Stand: Keep your legs straight, perpendicular to your shoulders, and do not cross your legs.

5. Speaking: Look up at the other person with a calm expression, moderate voice, and do not squint or look left or right.

6. Drink water: Do not drink water in front of the client. Keep the water cup in the cabinet.

7. Find someone: Use the intercom phone or go to the other party without shouting.

8. Handing over materials: hand them over to the other party with your own hands, and do not throw, drop or put them on the table.

9. Leader inspection or inspection: stand up straight, face the leader, have a gentle expression, and watch him leave.

8. Standards for reception language: civilized and polite, kind attitude, friendly tone, and clear expression. Mandarin should be used when receiving service recipients.

1. When answering the phone: Answer the phone quickly within three rings. When answering, first say: Hello, this is XX Electric Power Company, please speak.

2. When receiving service recipients: Take the initiative to say hello when you see the service recipient, and say goodbye after completing the transaction. When greeting, say: Hello, please speak or please sit down (what is going on).

3. When troublesome to the service recipient, say: Thank you or I’m sorry to trouble you.

4. At the end of the answer consultation, you should say: Is there anything you don’t understand? Is there anything else that is unclear?

5. When issuing the electricity business form, you should say it :Can you fill it in? Is there anything you don’t understand?

6. When you need to supplement materials, please say: You are still missing ×× materials, please add them.

7. When the material needs to be modified, please say: Sorry, your material needs to be modified at ××.

8. When there are many people serving you, say: Please wait, I will handle it for you right away.

9. When you make a mistake at work, say: I'm sorry, I'm sorry for causing trouble to you due to my mistake at work.

10. When you need to go to another window for service, please say: Please go to the ×× window.

11. When approving the application, you should ask: Do you think this is okay?

12. When charging: Please check, are there any errors?

< p>13. When you encounter a question that you cannot answer, say: Sorry, please wait a moment, I will ask other comrades for you; or direct the service recipient to the window where they should go.

14. When the client leaves, he or she should say: This is my phone number. Please contact me if you have any questions. Please go away or say goodbye.

15. When service recipients make comments or suggestions, say: Thank you, your supervision and help are welcome.

16. When you are praised by a client, say: It doesn’t matter, this is what we should do.

9. It is forbidden to use "I don't know, I don't care, don't be verbose" and other harsh, cold, harsh, condescending and other words that hurt feelings and intensify conflicts.

10. Strictly abide by work and rest schedules, strictly check attendance and request and cancel leave systems, go to and from get off work on time, and never leave work or become vacant.

11. Window staff must adhere to the "ten strict prohibitions" during working hours, namely: no smoking; no eating snacks or chewing gum; no laughing and joking; no making loud noises; no random hopping around; It is strictly prohibited to play games or chat online; it is strictly prohibited to chat in groups; it is strictly prohibited to read books or newspapers at the window; it is strictly prohibited to talk about service recipients and point fingers; it is strictly prohibited to spread rumors.

12. This specification shall be implemented from the date of issuance.