Four principles of the first inquiry responsibility system

The four principles of the first question responsibility system are to answer questions, to explain questions, to be polite and enthusiastic, and to be efficient.

Answering questions means that the relevant personnel come to the provincial bureau to handle affairs, and the first staff member of the bureau to be questioned is the person in charge of the first question.

If you have doubts, you must explain them. It is the first question that the responsible person should warmly receive the staff who come to handle affairs and have the responsibility to serve them. Civilized and standardized language must be used. Listen to the lecture patiently, accept it seriously and provide thoughtful service.

Politeness and enthusiasm belong to the business scope of other departments, so you should inform the caller of the relevant telephone number. The staff of the bureau should be warm and polite when answering the phone and answer questions as much as possible.

high efficiency is a matter where the business is unclear or the first person in charge is unclear about the undertaking department. The first person in charge should contact the bureau office in time to help implement the relevant undertaking department. It is the responsibility and obligation to give the masses a satisfactory answer to their questions or demands, whether they are within their own responsibilities (rights).

Example of the system of the first inquiry responsibility system:

People who come to complain and report should be warmly received, seriously accepted, carefully and patiently listened to the statements of the masses and recorded. In the case of complaints from the masses, problems reported or matters handled by other units and departments, we should conscientiously do a good job in registration, and promptly inquire and implement them, and take the initiative to do a good job in explanation and feedback to the masses to satisfy them.

if the responsible person fails to meet the first responsibility requirement and has not caused adverse consequences, he shall be warned by talking. Those responsible for receiving prevarication or making things difficult for the masses have adverse consequences. Once verified, they will be given criticism and education. If the circumstances are serious and the influence is bad, they will be given incompetence or even disciplinary action.

if the client contacts the bureau to handle matters and consultation questions that can be solved within the scope of the responsibility of the first person in charge, the first person in charge should handle them in time, inform the relevant matters, provide necessary information and answer the client's inquiries enthusiastically and patiently. If the matters handled by the service object do not fall within the scope of the responsibilities of the person in charge of the first inquiry, the person in charge of the first inquiry shall treat each other warmly and actively contact and refer them for handling.