Look at the tax cadres of some of our tax authorities, who are condescending and often reprimanded for paying taxes; Or the face is cold and the words are blunt; Or procrastinating and deliberately making things difficult; Or the efficiency is not high and the sense of responsibility is not strong.
Comrades, if we want to completely change this situation and effectively narrow the psychological distance between taxpayers and taxpayers. We must integrate our emotions into our work and make them the fulcrum of our work.
Emotion is a lubricant, which can promote psychological communication between the two sides. In terms of optimizing the service environment, the Inland Revenue Department put forward the "Five Ones" activities of smiling at people, warmly greeting people, sitting in chairs, quenching thirst with a cup of tea and giving satisfactory answers, and established a cordial service relationship with taxpayers. Some tax collectors, however, lack equal feelings for taxpayers, have lofty mentality, naturally and unnaturally become masters, put on airs, have a yamen style in office, and refuse people to stay away.
In September last year, during an unannounced visit to the business hall of a city tax bureau, this column photographed four tax officials serving taxpayers at will while chatting, and the specific provisions of the service commitment system were hung on the wall of the business hall. The root cause of this behavior is the lack of true feelings for taxpayers! This will inevitably hinder the establishment of a good tax environment. In view of this situation, the provincial and county local taxation bureaus introduced three measures in the autumn levy in 2000 to ensure that farmers pay clear taxes, ensure that farmers pay comfort taxes and ensure that farmers pay comfort taxes. They go deep into farmers' homes to serve farmers, so that farmers can pay taxes with peace of mind, which effectively enhances the feelings between tax cadres and farmers and fundamentally changes farmers' tax attitude. Practice has proved that only by truly putting taxpayers in the position of being served and doing a good job with feelings can we establish a cooperative relationship of equality and trust between the two parties and form a working environment of mutual cooperation and coordination.
Emotion is the basis of creating good service quality, which can incubate high-quality service mode. As a national tax cadre, it is the responsibility and obligation to provide taxpayers with satisfactory and high-quality services, and it is also the standard for a qualified tax cadre. To achieve high quality service, it is a prerequisite to have feelings for taxpayers. The Taxation Bureau of Yantai Economic Development Zone in Shandong Province established a reminder system in the construction of quality service projects, and 20 reminder services were well received by taxpayers. Only when you have feelings for taxpayers can you have the subjective will to serve wholeheartedly and turn it into enthusiasm at work. The first inquiry responsibility system, tax commitment system, green channel, one-stop service, full service and so on promoted by tax authorities all over the country are not based on serving taxpayers and facilitating their feelings, and constantly explore and improve service methods and optimize service quality. This way of working, without the rich emotional support of taxpayers, can't be really implemented and achieved results if we leave convenience to others and trouble to our own thoughts.
Comrades, I emphasize here that optimizing services with emotion is not to dilute management and weaken the rigidity of law enforcement. Management and service are dialectical unity, and they are two sides of the same thing. Only when the two complement each other and work together can we create a fair, just and open tax environment.
I believe that as long as every tax official takes emotion as the fulcrum of his work, deals with taxpayers with emotion and serves taxpayers with sincerity, many unexpected and unexpected problems will melt instantly like snowflakes in warm spring.