Phrases such as "didn't I tell you", "hurry up, I'm off duty" and "unclear" are listed as service taboos. Beijing local standard "Government Service comprehensive window personnel ability Specification" recently publicly solicit comments, solicit comments draft in the government service comprehensive window personnel service etiquette, service process, supervision and assessment of a series of capabilities of the standard requirements, but also specifically listed a series of service taboos for comprehensive window personnel, This includes prohibiting the use of the above words that damage the image of the window during the service process.

Guiding the comprehensive window staff to "speak well" is not only to improve the service attitude, but also implies the policy goal of optimizing the service process and improving the service level. Specifically, the prohibition of "I don't know, you ask ×××" is actually the prohibition of mutual evasion and "kicking the ball"; The ban on "there is a brand, see it clearly, come back" and "Do you not understand Chinese characters" is aimed at ignoring the demands of the masses and perfunctory responsibilities; The prohibition of "unclear" is to urge the comprehensive window personnel to continue to strengthen learning, improve their own business capabilities, extend the service chain, and improve the added value of service work, "with its dizziness, make people clear" will not work.

These prohibited terms of government services are mostly used to avoid responsibility, and the biggest role of listing them as service taboos is to arouse the active service consciousness of the comprehensive window personnel. For matters that do not belong to the scope of responsibility, the first reception or acceptance of the comprehensive window personnel should help the service object to find the relevant undertaking department as much as possible and inform the address of the undertaking department, which confirms the requirements behind the prohibition of "I don't know, you ask ×××" and "not clear" for the comprehensive window personnel to improve their business ability and take the initiative to act; Conditions do not meet or materials are not complete, should be patient to do explanations and specific guidance work, this provision also shows that by promoting the popularization of service guide information to replace "Do you not understand Chinese characters", reduce the reading cost and service threshold of enterprises and the masses.

Another function of regulating government language is to promote effective communication and improve the efficiency of services. For example, the working masses do not understand the working process, "Do you not understand Chinese characters" is an expression, this kind of interrogation expression of impatience overwhelms the effective information of "there are Chinese characters", not only difficult to help the service object to solve the problem, but also easy to cause confrontation and complications. "Have I explained it clearly?" is another expression, turning the question of the other party's understanding ability into a reflection on their own expression, making timely adjustments, and thus improving the efficiency of communication and service. The difference between different communication methods is manifested as the difference in service attitude, but it comes from the difference in service consciousness and service ability, and ultimately affects the working experience of enterprises and the masses.

Needless to say, our language and culture are extensive and profound, and when individual words are banned, they can always find alternative expressions. Moreover, the comprehensive window of government services is the window of business, and the purpose of enterprises and the masses is to get things done. If the comprehensive window personnel talk about a set behind a set, the words are useless. This worry is reasonable, to guide the comprehensive window staff to consciously use positive, responsible, specific, clear language, and ultimately to improve their service attitude and work ability. The personnel of the comprehensive government service window are the first-line teams directly facing the enterprise masses on behalf of the government, which is also the need to accelerate the promotion of "one thing at a time" and optimize the business environment.

Raising the good practices and experience formed in the window work to local standards, and continuously improving the standardization and facilitation of government services, has an immediate effect on improving the experience and sense of gain of enterprises and the public, and is worth looking forward to.

Source: Nanfang Daily