ICS03.080 CCSA16 50 重庆市地方标准 DB50/T1603—2024 政务服务综合窗口服务规范 2024-04-11发布 2024-07-11实施 重庆市市场监督管理局 发布 DB50/T1603-2024 I目次 前言.......................................................................................................................................................................II 1范围...................................................................................................................................................................1 2规范性引用文件...............................................................................................................................................1 3术语和定义.......................................................................................................................................................1 4人员要求...........................................................................................................................................................2 4.1能力素养...................................................................................................................................................2 4.2工作纪律...................................................................................................................................................2 4.3仪容仪表...................................................................................................................................................2 4.4行为举止...................................................................................................................................................2 4.5服务态度...................................................................................................................................................2 4.6服务用语...................................................................................................................................................2 4.7服务禁忌...................................................................................................................................................2 5服务要求...........................................................................................................................................................3 5.1服务内容...................................................................................................................................................3 5.2服务流程...................................................................................................................................................4 5.3服务制度...................................................................................................................................................5 6服务保障...........................................................................................................................................................6 6.1基本保障...................................................................................................................................................7 6.2业务支撑与责任划分...............................................................................................................................7 6.3培训...........................................................................................................................................................7 6.4监督...........................................................................................................................................................8 6.5评价与改进...............................................................................................................................................8 附录A（资料性）综合窗口人员仪容仪表规范.............................................................................................9 附录B（资料性）综合窗口人员行业举止规范...........................................................................................10 附录C（资料性）综合窗口人员服务用语规范...........................................................................................13 附录D（资料性）综合窗口人员服务禁忌..................................................