The "first question responsibility system" was originally a work system adopted by the first organ to facilitate the people in view of the practical problems that the masses do not understand and are not familiar with the division of responsibilities and work procedures of the internal organs of various organs. This system stipulates that when the masses visit, the staff member of the organ who is questioned on duty is the person responsible for the first questioning.
The first question is the responsibility system
The enterprise quotes the "first question responsibility system" in order to be able to deal with the matters that customers need to solve or inquire about, so as to improve the service level and service quality, and improve service efficiency, which is a management tool and a specification for service. The first question responsibility system and crisis management are the strategies of enterprises to avoid (manage) risks.
The first question is the responsibility system, "the implementation: the responsibility is in me, there is no way to push, and there is no excuse for work." In daily work, every work and every procedure can be further decomposed into a number of details, and in the processing of details, it is always fast and timely.
The first person responsible
The "first question responsibility system" is more scientifically established in dealing with basic problems, which can avoid delays and delays in dealing with problems, and can effectively avoid prevarication between departments. At the same time, if enterprises want to implement the first question responsibility system, they need to have good communication and coordination between various departments.
For employees, what is the "first responsible person"? Here's how I understand it: when a customer or other relevant person calls or visits, the first person to find is the first person responsible, that is, all employees of the company are likely to take on this role.
How to perform your job responsibilities
The person responsible for the first question must listen carefully to the customer's situation, understand their needs, and accept and guide the handling of relevant matters in a timely manner, so as to better perform their job responsibilities, improve service efficiency and service level, and enhance their sense of responsibility.
1. Matters within the scope of the responsibility of the person responsible for the first question should be handled and answered in a timely and conscientious manner according to the requirements of the regulations, until they enter the normal affairs acceptance procedure or get a clear reminder;
2. For matters that do not fall within the scope of the responsibility of the person responsible for the first question, he should take the initiative to contact or guide him to the corresponding department or manager, and after a brief handover, the responsibility of the first question will be released;
3. If the person in charge is not there, you should take the initiative to ask the relevant leaders to contact or guide them to the department personnel who are authorized to do the service, and if you do encounter special reasons that cannot be solved in time, you should take the initiative to ask the other party to leave the relevant department or the person in charge to deal with it, and the responsibility for the first question will be lifted;
4. After the transfer of power and responsibility, the person who takes over the handling of specific affairs at this time is the "first responsible person" of this link, and so on, the "first responsible person" may have more than one "first responsible person" when dealing with the same matter.
Everything is tracked and implemented
The person responsible for the first question shall not ignore or shirk responsibility for the call or visitor under any pretext, and shall not use simple rejection of service taboos such as "not my business" and "not under my control". For matters that are indeed beyond the scope of responsibility of the person or the department, the customer should be given a detailed explanation in a sincere manner to obtain the understanding of the caller.
As a member of the green service, we should take the interests of the company as the starting point, correctly understand and take the initiative to implement the "first question responsibility system", so that everything is tracked and implemented, so that the development of the company and the improvement of personal quality are of great benefit, and truly implement the corporate mission of "satisfying customers and making employees proud".