内容简介
DB5110/T 13-2019政务服务窗口工作人员行为规范
2020-01- 01实施
2019-12-10发布
目 次
前言 ................................................................................ II
1 范围 .............................................................................. 1
2 术语和定义 ........................................................................ 1
3 基本要求 .......................................................................... 1
4 仪容仪表 .......................................................................... 1
4.1 仪容 .......................................................................... 1
4.2 仪表 .......................................................................... 2
4.2.1 着装 ...................................................................... 2
4.2.2 配饰 ...................................................................... 2
5 形态仪态 .......................................................................... 2
5.1 站姿 .......................................................................... 2
5.2 坐姿 .......................................................................... 3
5.2.1 坐姿要求 .................................................................. 3
5.2.2 坐姿禁忌 .................................................................. 3
5.2.3 入座姿态 .................................................................. 3
5.2.4 离座姿态 .................................................................. 3
5.3 行姿 .......................................................................... 3
5.3.1 行走姿态 .................................................................. 3
5.3.2 行进指引 .................................................................. 4
6 服务礼仪姿态 ...................................................................... 4
6.1 递物与接物 .................................................................... 4
6.2 指示方向 ...................................................................... 4
6.3 出入房间 ...................................................................... 4
6.4 接听电话 ...................................................................... 4
7 服务沟通 .......................................................................... 5
7.1 表情 .......................................................................... 5
7.2 眼神 .......................................................................... 5
7.3 声音 .......................................................................... 5
7.4 语言 .......................................................................... 5
7.4.1 语言要求 .................................................................. 5
7.4.2 谈话礼仪 .................................................................. 6
7.4.3 规范用语 .................................................................. 6
前 言
本标准按照GB/T 1.1－2009给出的规则起草。
本标准由内江市政务服务局提出并归口。
本标准由资中县行政审批局起草。