DB5110/T 13-2019 政务服务窗口工作人员行为规范

ICS03.080.99

A12

DB5110

四川省（内江市）地方标准

DB5110/T13—2019

政务服务窗口工作人员行为规范

2019-12-10发布2020-01-01实施

内江市市场监督管理局发布

DB5110/T13—2019

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..................