(1), branch () should conscientiously implement the service policy of "fast, accurate, safe and convenient" and provide law-abiding and honest services.
(2) (1) The business of the post sub-office shall be implemented in accordance with the Provisions on the Acceptance of Business by Senior Managers, and shall not exceed the business scope that the enterprise shall accept or reject.
(3) Post sub-offices should conscientiously implement the procedures and regulations for postal service acceptance and related business consultation, actively understand the social demand for postal services, report to higher authorities in a timely manner, and promote the improvement of services.
(4) Post sub-offices (offices) should carefully manage service institutions, facilities and equipment to ensure that service facilities are in good condition, effective, clean and tidy.
(5) Post sub-offices (offices) should strengthen the training of operators, constantly improve product quality, strive to build professional skills and service teams, and have good professional ethics.
(six) according to the annual business income, business function, labor productivity, physical location and other factors of the postal business management departments of various provinces (cities, districts), combined with local specific conditions, the province's postal sub-offices (post sub-offices) are divided into four equal management.
(B) Post Office Service Environment (C)
1。 business hall
(1) According to the postal corporate image manual "Micro YZ/T0035 China Postal Standard YZ/T0048 Post Office Standard", the corporate logo, bureau logo and logo of "China Post" are clean and tidy, and the post sub-office is intact.
(2) Post sub-offices at night. (3) Ensure that the micro-logo of China Post is bright and easy to identify, and set up a night marker light in an obvious position.
(3) The original post sub-offices (offices) should be kept clean and orderly.
2。 business hall
(1) The seating layout of the business table is reasonable, the number of striking windows and the logo of the enterprise are set, and the direction and position of various businesses are defined. Bilingual signs should be set up in the post sub-offices of municipalities directly under the central government, provincial capital cities and major tourist cities.
(two) eye-catching business publicity and announcements should be set up to announce the tariff standards for the use of postal services and the prices of various commodities sold. The Chamber of Commerce shall provide e-mail writing specifications, mail packaging specifications, envelope standards, and national postal code tables (volumes).
(3) The financial license of postal savings business such as the savings rate table hung in the business hall, and the publicity materials such as the knowledge of counterfeit currency identification introduced by the savings business.
(4) Lidong Chen, the business office applying for philatelic business, shall be clearly marked and neatly arranged, with stamp collecting knowledge, stamp collecting information, publicity materials and new postal notices affixed. operating room
(5) Selling newspapers, books and other publications shows that the samples are placed in an orderly manner, e-mart.
(6) The Chamber of Commerce should be "four cleanness and four freedoms", with clean floor, clean desktop, clean wall and clean facade, free from dust, scraps of paper, sundries and peculiar smell, and keep the site clean and bright, and all kinds of facilities, articles and appliances in the commercial operation area should be located and placed reasonably and neatly.
(7) There should be eye-catching signs, such as "No Smoking" signs, and waste bins, and proper amount of green plants should be placed in appropriate positions.
(3) Postal service facilities
1。 * * * Public facilities.
(1) The business hall shall be equipped with a clock and calendar, and the time and date shall be clear and accurate.
(2) The business hall provides customers with writing and pasting tools and free business documents. The business of post sub-offices (rooms) on the first to third floors should be equipped with desks and chair conference rooms.
(3) The operating room should provide needle and thread, reading glasses, towels and other convenient commodities, and the philatelic counter should provide medical kits free of charge when selling stamps.
(4) Post sub-offices in the three places () should set up mailboxes for communication inside and outside the business hall, correctly mark the frequency and time of unpacking, and open the barrels (boxes) for cleaning. & lt/(5) The operating room should provide priority service counters for the elderly, the weak, the sick and the disabled, and post their identities in the corresponding windows.
(6) The business office of the Ministry of Post should be set at the entrance, and the sign room after the "business hall plan" or "business acceptance plan" should be set with business information desk, multimedia service inquiry system and electronic display screen.
2。 Professional facilities
(1) All kinds of business operation stations have reasonable seats and are easy to operate. Counters, datestamps, a roll of various official seals and banknotes need to be equipped with banknote binding machines, ID card identification equipment, electronic branch (down) business terminals (or PCs), printers and other equipment. It should be easy to configure the customer experience displayed by the money detector.
(2) Independent postal counters, electronic scales, password keyboards for counters of other savings institutions, card readers, passbook (single) tests, and another feature of password keyboards for electronic remittance counters.
(3) All kinds of equipment, facilities and special items are inspected accurately, and are in a state of normal operation, regular maintenance, regular replenishment and centralized positioning.
(4) Set up various signs such as "service" on the business counter and inform customers in time.
(4) post office service level (5) BR /> 1. Service time (1) Sales personnel should arrive at their posts 10 minutes in advance, and arrive at foreign companies on time according to the specified working hours before going to work.
(2) The business department, if it is closed or terminated in advance, should be a patient, handling business for customers who remain in the Chamber of Commerce after work.
(3) The following requirements shall be completed within working days:
(1) 2. The postal departments (offices) or savings branches (hereinafter referred to as savings offices) in the three places have been open for one week;
② The four-level post sub-office (below) plans to suspend the business of the savings outlets (below) for one day this week.
(4) The turnaround time requirements are as follows:
(1) The working hours of the first-class post sub-office () should not exceed 12 hours per day;
② The business hours of the second branch post office shall not exceed 10 hour per day;
(3) The opening hours of the third and fourth sub-bureaus () shall not exceed 8 hours every day;
(4) National holidays of branches () shall be approved by the competent department. When the foreign business can be adjusted, shorten the operation time appropriately and notify the outside world one day in advance;
(5) Units and departments serving internal institutions, enterprises, schools, office buildings and apartment bureaus are responsible for business days, and business hours are determined according to local conditions.
2。 get a facial
(1) Wear uniform logo clothes at the back, and the time is set according to last season. Dress neatly and button up.
(2) The steel is worn or the number plate (card) is placed. The work number plate (card) should be correctly worn on the chest or placed in the designated position.
(3) Maintain good personal hygiene, neatness, rectitude and generosity.
(4) Sit up straight, Yang leans back, legs are diagonal, don't lie on the workbench, don't akimbo, don't hold your chest, and don't support other things.
3。 service attitude
(1) customers are active, enthusiastic, thoughtful, natural, energetic and very polite. There is a greeting.
(2) Enterprise services should achieve "four voices: the voice made by one voice pays for singing and execution". ":Strangers and acquaintances have the same passion, the same good mood, the same busy business, the same patience, and the same criticism, such as sincerity and careful inspection.
(3) Talk to customers in a calm and gentle tone and speed.
(4) The customer shall pay for the materials, handle them with care, and shall not refuse or discard them.
(5) patiently answer the questions raised by customers, patiently explain the inside story, and ask customers to give completely correct answers, instead of blaming, reprimanding, shirking and delaying.
(6) If it is necessary to argue with customers, it shall be solved by the shift supervisor.
(7) When making a mistake, apologize to the customer and correct it in time.
(8) Respect the custom of customers, and don't joke with customers.
4。
(1) The terms of service of the operator's external service shall be in Mandarin; Consciously "hello, please, thank you, sorry, goodbye" cross-service terms.
(2) When the customer approaches the counter, the clerk should distinguish the identity of the customer and take the initiative to say hello.
(3) When customers ask for some business at the counter, they should use polite expressions.
① Business-oriented counter processing, "Well, I made it for you."
② Counter XX is not used for counter handling business.
(3) Special customers who are old, weak, sick and pregnant at the front desk should be taken care of by other customers. Description. "Please take care of it, I hope this XX can be handled well."
(4) When customers use postal services with incomplete procedures (missing money, lost bills, lost pieces, etc.). ), "Sorry, you still need XX, and then please pad the handle."
⑤ When the customer's handwriting is illegible, fill in the agent who asks for patience to explain to the customer.
6. Provide considerable cash and don't break through the change. I should say "XX, I'm sorry, please wait a moment, I'll change some money.
⑦ When you need to experience, the email you need to experience should be "You must post the contents of the email, please help me open the package."
When I pass the test, I should say, "Sorry, according to the regulations, XX can't be mailed."
(4) When customers ask business questions, they don't have to say "I don't know what to do", but should say "I'm sorry to ask at XX table (or room)".
(5) When customers have reasonable opinions or suggestions on postal services, I say that your opinions (or suggestions) are very good, and we will pay attention to correcting them in the future. "or" I must reflect to the leadership. "
(6) To praise or thank the customer service work, I should say "Welcome", which is what we should do.
(7) When the customer leaves the counter, I say "Thank you, go ahead" or "Welcome".
5。 Reasonable dispatching service quality standard
(1) Scientific guidance, a busy day, when you don't close the service window of foreign companies.
(2) Post sub-offices (hereinafter referred to as sub-offices) should be clear when accepting business.
(3) Need to accept the email experience of each class as a pair.
For the window below the business window, except the packing time, the processing time is limited to 3 minutes at a time.
The deposit (withdrawal) amount in the business window is less than 1 10,000 yuan, and the deposit (withdrawal) amount is more than one million points every 4 minutes.
When the business window is closed, the remittance amount is 10000 yuan, and the processing time of RMB in 300 yuan is 6 minutes, which is close to (right) the remittance amount exceeding 1 100,000 yuan/minute plus;
To commemorate the subscribers from the date of issue of special stamps, and to ensure timely and sufficient supply, five sets of new tickets are overprinted, except for the short announcement time of 3 minutes;
The newspaper received a set of computers to process a 3-minute newspaper; Manual processing, the newspaper will be processed within 5 minutes.
(4) e-mail inquiry BR/> For e-mail inquiry, the first inquiry responsibility system shall be implemented, and it is not allowed to shirk refusal, shirk coping and deduct points. For problems that cannot or do not belong to the department due to objective reasons, it should be reported to the manager on duty or the head of the department in time for handling, and records should be made. Everything can't be found, and one thing will be answered.
(5) The Council votes to pay.
The providing Council should ensure the integrity of the message, damage the mail, and be careful to ensure that the recipient needs to be charged (due to customs duties, overdue storage fees for packages, etc.). ), strictly implement the prescribed charging standards, and patiently explain to customers.
Postal discipline (4)
(1) Strictly implement business processes and requirements, as well as the requirements of postal services for business processing processes, strictly implement business acceptance tests, and resist the customs clearance system.
(2) When receiving customers, we should consciously use civilized language services, patiently answer customers' questions, not ignore, rap or make things difficult for customers, be rational and not quarrel with customers.
(3) Obey orders and scheduling, and do not artificially interrupt business work.
(4) formulate a unified standard tariff and strictly implement it. It is forbidden to raise or lower tariffs without authorization, to force or coerce customers to provide high value-added value-added services, and to promote sales under various pretexts.
(5) Consciously keep secrets such as communication, savings and remittance for customers, and non-relatives read these emails and savings slips.
(6) Non-overstocked private dismantling and hiding, destroying mails, and not littering, dragging and dropping all kinds of mails.
(7) Non-drinking water and work; It is strictly forbidden to use mobile phones beyond the scope, chat during non-working hours, doze off, frolic, make noise, visit posts without authorization, read books and newspapers, and do other things unrelated to work.
Post Office Service Supervision (2)
(1) The business hall shall announce the supervision complaint telephone number in a prominent position, and provide a postal service feedback card that is more convenient for customers to supervise.
(2) It should be placed in an eye-catching visiting place in the operating room.
(3) Sub-branches (offices) should write letters to customers, designate special personnel to be responsible, register and investigate the opinions reflected by calls, reply to customers within three days, and report to higher authorities regularly every week.
(4) Establish the responsibility system of first inquiry, and ask the person in charge to handle it, or convey it to relevant departments to solve all complaints and give a satisfactory answer to customers who make comments when using postal services.
(5) Post sub-offices (offices) should establish systems, and shift supervisors should promptly solve business scenarios that urge relevant departments to solve problems.
(6) Business departments should regularly distribute them to customers at different levels, especially key customers. Big customers should come to consult letters or fix their hair, hold symposiums, listen to customers' opinions and suggestions, and seriously improve their services.