Some standard content:
ICS03.060
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People's Republic of China Human Resources and Social Security Industry Standard LD/T02—2020
Specification on basic behavior of social insurance agents2020-01-01Published
The Ministry of Human Resources and Social Security of the People's Republic of ChinaImplemented on 2020-02-01
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Normative references
3 Basic principles
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3.1 Observe the rules and regulations, handle the affairs according to law
Be fair and upright,
Love Be dedicated to your job,
4 Service image
Appearance
Dress requirements
Basic requirements
4.4 Behavior
5 Service requirements
Basic requirements
5.2 Service guidance
5.3 Consulting services.
5.4 Business handling
Service language
Basic requirements,
6.2 Civilized language.
6.3 Prohibited Terms
Integrity and Self-discipline
Perform Duties and Responsibilities
Appendix A (Informative Appendix)
Appendix B (Informative Appendix)
References
Civilized Terms for Service
Prohibited Terms for Service
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This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard was proposed by the Social Insurance Management Center of the Ministry of Human Resources and Social Security. This standard is under the jurisdiction of the National Technical Committee for Social Insurance Standardization (SAC/TC474). This standard was drafted by: Social Insurance Management Center of the Ministry of Human Resources and Social Security, Shanghai Social Insurance Management Center, Liaoning Social Insurance Service Center, Fujian Social Insurance Center, Ningxia Hui Autonomous Region Social Insurance Management Bureau, Beijing Miyun District Social Insurance Management Center, Zhejiang Zhoushan Social Insurance Management Bureau, Shandong Zibo Social Insurance Center, Henan Zhengzhou Social Insurance Center. Main drafters of this standard: Zheng Yi, Zhu Qianyun, Cao Tianxiong, Dong Qinghua, Li Haibo, Wang Xinjing, Ding Zibo, Wang Xiaohong, Li Chunrui I
1 Scope
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Basic Code of Conduct for Social Insurance Agents LD/T02—2020
This standard specifies the basic principles, service image, service requirements and service terms that social insurance agents should follow. This standard applies to social insurance agencies at all levels. 2 Normative References
The following documents are indispensable for the application of this document. For any dated referenced document, only the dated version applies to this document. For any undated referenced document, its latest version (including all amendments) applies to this document. GB/T34276 Social Insurance Consulting Service Specification LD/T912013 Social Insurance Visual Identification System 3 Basic Principles
3.1 Comply with rules and regulations, handle in accordance with the law
Comply with national laws, regulations and rules, implement social insurance policies and regulations, comply with laws and regulations, be fair and just, efficient and pragmatic. 3.2 Fair and upright, honest and self-disciplined
Practice the core socialist values, improve moral quality, be honest and trustworthy, be loyal and responsible, and handle affairs impartially. 3.3 Love your job and perform your duties conscientiously
Abide by professional ethics, establish the idea of serving the people, work diligently, be loyal to your duties, and be willing to make contributions. 4 Service Image
4.1 Appearance
Appearance should be clean and tidy, and the appearance should be generous and decent. 4.1.2 No tattoos, heavy makeup, or accessories should be worn that are conspicuous or eye-catching. No long nails or exaggerated nail art are allowed. 4.1.3 No colored glasses are allowed during working hours except for work needs or eye diseases. 4.1.4 The requirements for the hairstyle and hair color of the handling staff are as follows: a)
Men's hairstyle should be neat and capable, and they should not have big sideburns, long hair, or beards; women's long hair should be tied up and the length of bangs should not exceed the eyebrows: The hair color should be appropriate and should not be dyed with strange or overly bright colors. 4.2 Dress requirements
4.2.1 During working hours, the handling staff should wear and change clothes in accordance with the provisions of 5.17 of LD/T91-2013. Work clothes should be kept clean and tidy without damage or stains.
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4.2.2 When wearing work clothes, buttons and cuffs should be fastened, cuffs should not be rolled up, trouser legs should not be rolled up, and the bottom of the shirt should be tucked into the waistband of trousers or skirts.
4.3 Wearing of badges
4.3.1 The handling staff should wear badges uniformly during working hours, and the staff on duty in the hall should wear a conspicuous badge. 4.3.2 The style and wearing of badges should comply with the provisions of 5.5 of LD/T91-2013. 4.3.3 The badge is only for the person to wear, and it shall not be lent to others or altered at will. 4.3.4 If the badge is damaged, it should be replaced in time. 4.4 Behavior
4.4.1 When standing and walking, you should raise your head and chest, look forward, and keep your waist straight and abdomen in. 4.4.2 When standing, arms should hang naturally, and hands should not be placed on waist or in front of chest. Legs should be kept straight, and legs should not be shaken. 4.4.3 Sitting posture should be correct, upper body should be straightened, abdomen should be pulled in, and slightly lean forward, shoulders should be flat and relaxed, knees should be close together, it is better to sit at two-thirds of the chair, it is not better to lie on the back of the chair, and hands should not be held behind the head. 4.4.4 Walking posture should be steady, in special circumstances, you can walk fast in small steps, it is not better to run in a panic. 4.4.5 When receiving guests, the upper body should be slightly tilted forward, the expression should be natural and generous, and the hands can be placed naturally on the counter or table. 4.4.6 When the service object is about to leave the service hall, you should say goodbye politely. 5 Service requirements
5.1 Basic requirements
5.1.1 Be warm and polite, proactive, patient and meticulous, behave properly, and do not quarrel with the service object. 5.1.2 Be familiar with the business, procedures and operating rules of the job, and handle the business skillfully, accurately and quickly. 5.1.3 Implement the first-question-first-responsibility system, the full-process agency system, the one-time notification system, the time-limited completion system, and the accountability system; make the procedures, basis, time limits, and results of services public: window units and their handling personnel must clearly state their identities, commitments, and standards when providing services.
5.1.4 Keep the office environment clean, tidy, and bright, and personal belongings must not affect the overall office environment. No items unrelated to work should be placed on the desk.
5.1.5 Timely collect and organize office documents and business materials, classify and place them according to unified requirements, and do a good job of filing and handing over. 5.1.6 When encountering complaints from service recipients, the attitude should be relaxed and the tone should be kind, and the service recipients' demands should be recorded, followed up, and feedback should be given in a timely manner. 5.2 Service Guidelines
5.2.1 During the service process, the handling personnel should provide correct guidance according to the needs of the service recipients. 5.2.2 When directing or guiding the service object, the body should be slightly forward, the arm should be extended forward, and the fingers should be naturally together pointing to the target. It is not appropriate to point to the target with one finger.
5.2.3 When the service object is found to have gone to the wrong service window, the service object should be politely reminded and pointed to the correct location. 5.3 Consulting Service
The service personnel should comply with the requirements of GB/T34276 when providing consulting services. 5.4 Business Handling
5.4.1 Arrive at the post 5 minutes in advance and make preparations before handling the business. Ensure that office equipment such as computers and printers, self-service declaration and inquiry equipment, publicity equipment, automatic queuing and calling system, multimedia system and other external service facilities are in normal and usable state. 2
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LD/T02—2020
5.4.2 On-site services should be provided to all service objects that enter the hall within the time range of the public announcement. At the end of the on-site service, the service object should be reminded to take the materials and personal belongings. 5.4.3 When the window operator leaves his post for some reason, he should place a "temporary service" sign at the service window, or adjust the window service status to "temporary service".
5.4.4When accepting business, the following points should be achieved:a) Accept applications in order according to the queue number;
According to the application acceptance requirements, the application materials should be counted and checked. For matters that cannot be completed on the spot, an acceptance form b)
should be issued. For application materials that are missing or do not conform to the form specified by the policy, all the contents that need to be supplemented should be informed on the spot, and the service object will be accepted after the supplementation:
After the application materials are sorted and counted, they will be handed over within the specified time. 5.4.5When reviewing business, the following points should be achieved:a
Review the completeness, relevance and validity of the application materials in accordance with the policy requirements, and issue the review results within the promised period:b)
If there are any questions or errors in the application materials, communicate with the service object. For those who need to provide supplementary materials, guidance should be provided:
After the application materials are sorted and counted, they will be handed over within the specified time. 5.4.6 When completing a business, the following points should be met: a)
Feed back the handling results to the service recipient within the promised period. When the service recipient raises questions about the handling results, the service recipient should patiently explain; after the application materials are sorted and counted, they should be handed over within the specified time. Service terms
6.1 Basic requirements
When providing services, the handling personnel should meet the following basic requirements: Timely
a) It is advisable to speak Mandarin. If the service recipient has a need, dialect or other languages can be used: b) The attitude should be patient and sincere, the language should be clear, the volume should be moderate, and the speed should be slow; c) Standardize the terms and strive to be easy to understand, concise and accurate. 6.2 Civilized terms
For commonly used civilized terms in services, please refer to Appendix A. 6.3 Prohibited terms
For commonly used prohibited terms in services, please refer to Appendix B. 3
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Appendix A
(Informative Appendix)
Civile Service Terms
Tables A.1 to A.3 give civilized service terms. Table A.1 gives on-site service terms.
Table A.1 On-site service terms
First question
Introduction
Handling terms
Closing
"Hello, what service do you want to handle?" "Hello, how can I help you?" "Hello, please go to xXX to get a number"
Civile terms
"Hello, please wait in the XXX area, and go to the corresponding window to handle/consult after your number is called""Hello, this service has been realized online, please (go to the XXX area) to handle it online""Hello, this service requires filling in the XXX form, please go to the xXx area to refer to the sample form to fill it out""Sorry, I kept you waiting"
"Please wait, I will handle it for you as soon as possible"
"Please wait, I will handle it for you right away"
"I'm sorry, XXX is temporarily out of order, we are trying to eliminate it as soon as possible, please Please wait a moment.” “Excuse me, do you mean XXX?”
“Please speak slowly, I will try my best to help you.” “Documents (or procedures) are required to process XXX business. Do you have XXX documents (or procedures)?” “Sorry, you are still missing XXX. Please come back after you have completed it.” “Your XXX materials are incorrect. (Point out the error) Please check them again.” “Your business has been completed/accepted. Please check and sign here.” “Please leave your name and phone number. We will contact you in time (after completion/when there is progress/if necessary).” “Your business has been completed/accepted. Do you need to handle or consult other business?” “It’s okay. This is what we should do.” “You’re welcome. It’s a pleasure to serve you.”
“Take care. Goodbye.”
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Table A.2 gives the telephone service terms.
Table A.2 Telephone Service Terms
Opening Statement
Process Statement
Closing Statement
Civilized Terms
"Hello, this is XXX, how can I help you?"LD/T02—2020
"Hello, I am a staff member of XXX. I am sorry to have kept you waiting. How can I help you?""Hello, I am a staff member of xXX. Sorry to bother you. Are you xXX?""I am very sorry. I am checking for you. Please wait.""I am very Sorry, sir/madam, your phone volume is too low, could you please adjust your phone volume. Thank you for your cooperation"
"I'm sorry, could you please repeat it again?" "How can I help you?"
"We are contacting you about XXX, are you available to answer the phone now?" "Thank you for your call, please call again if you have any questions, thank you, goodbye" "You're welcome, it's a pleasure to serve you"
"Sorry to bother you, thank you for your cooperation, goodbye" Table A.3 gives the out-of-office service terms.
Table A.3 Terms for out-of-town services
First question
Process language
Closing remarks
Civilized language
"Hello, I am XXX, a staff member of XXX. I am here to XXX this time. Please cooperate. Thank you." "I'm sorry, due to work needs, please provide XXX materials." "I'm sorry, the xxx materials are incorrect. (Point out the error) Please check it." "Please confirm xXX. If it is correct, please sign at XXX." "Please leave your name and phone number. The subsequent processing results will be notified to you in a timely manner." "Thank you for your cooperation. If you have any questions later, you can call XXX to contact us." "Thank you for your cooperation. Goodbye."
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Appendix B
(Informative Appendix)
Prohibited terms for services
Table B.1 gives the prohibited terms for services.
Table B.1 Prohibited Terms for Services
Commands
Irritable Terms
Contemptuous Terms
Questioning Terms
Angrily Terms
“Don’t be unreasonable. If I say no, it’s no.” “You came so late. I can’t do it.”
“Call your number and queue up.”
“Listen to me first.”wwW.bzxz.Net
“I don’t care. Ask someone else.”
“Didn’t you see I'm busy"
"Why are you so annoying? It's endless" "It's stipulated in the document, check it yourself"
"Don't talk anymore, I know what's going on" "Should I listen to you, or should you listen to me" "You're so stupid"
"You have a bad memory"
"I can't explain it to you clearly, go back and call XXX" "I filled it in wrong, find someone who understands"
"What do you know"
" Incomplete formalities/I haven't figured out what you are here for" "Hello! Who are you looking for? What can you do for me?"
"I'm calling you, didn't you hear me?"
"I just told you, why are you asking again?""I am just like this, what can you do to me?""If you have any opinions, go find your boss"
"This is my attitude, go and sue me"
"If you have the guts, don't come to me for business"
Prohibited terms
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References
GB/T27768-2011 General Principles of Social Insurance Services[]
Decree No. 35 of the President of the People's Republic of ChinaSocial Insurance Law of the People's Republic of ChinaLD/T022020
Ministry of Human Resources and Social Security (Ministry of Human Resources and Social Security (2014) No. 5) Notice of the Ministry of Human Resources and Social Security on Launching a Special Action to Improve the Work Style of Window Units3 Prohibited terms
For common prohibited terms in service, please refer to Appendix B. 3
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Appendix A
(Informative Appendix)
Civile terms for service
Tables A.1 to A.3 give civilized terms for service. Table A.1 gives on-site service terms.
Table A.1 On-site service terms
First question
Introduction
Handling terms
Closing
"Hello, what service do you want to handle?" "Hello, how can I help you?" "Hello, please go to xXX to get a number"
Civile terms
"Hello, please wait in the XXX area, and go to the corresponding window to handle/consult after your number is called""Hello, this service has been realized online, please (go to the XXX area) to handle it online""Hello, this service requires filling in the XXX form, please go to the xXx area to refer to the sample form to fill it out""Sorry, I kept you waiting"
"Please wait, I will handle it for you as soon as possible"
"Please wait, I will handle it for you right away"
"I'm sorry, XXX is temporarily out of order, we are trying to eliminate it as soon as possible, please Please wait a moment.” “Excuse me, do you mean XXX?”
“Please speak slowly, I will try my best to help you.” “Documents (or procedures) are required to process XXX business. Do you have XXX documents (or procedures)?” “Sorry, you are still missing XXX. Please come back after you have completed it.” “Your XXX materials are incorrect. (Point out the error) Please check them again.” “Your business has been completed/accepted. Please check and sign here.” “Please leave your name and phone number. We will contact you in time (after completion/when there is progress/if necessary).” “Your business has been completed/accepted. Do you need to handle or consult other business?” “It’s okay. This is what we should do.” “You’re welcome. It’s a pleasure to serve you.”
“Take care. Goodbye.”
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Table A.2 gives the telephone service terms.
Table A.2 Telephone Service Terms
Opening Statement
Process Statement
Closing Statement
Civilized Terms
"Hello, this is XXX, how can I help you?"LD/T02—2020
"Hello, I am a staff member of XXX. I am sorry to have kept you waiting. How can I help you?""Hello, I am a staff member of xXX. Sorry to bother you. Are you xXX?""I am very sorry. I am checking for you. Please wait.""I am very Sorry, sir/madam, your phone volume is too low, could you please adjust your phone volume. Thank you for your cooperation"
"I am very sorry, could you please repeat it again?" "How can I help you?"
"We are contacting you about XXX, are you available to answer the phone now?" "Thank you for your call, please call again if you have any questions, thank you, goodbye" "You are welcome, it is a pleasure to serve you"
"Sorry to bother you, thank you for your cooperation, goodbye" Table A.3 gives the out-of-office service terms.
Table A.3 Terms for out-of-town services
First question
Process language
Closing remarks
Civilized language
"Hello, I am XXX, a staff member of XXX. I am here to XXX this time. Please cooperate. Thank you." "I'm sorry, due to work needs, please provide XXX materials." "I'm sorry, the xxx materials are incorrect. (Point out the error) Please check it." "Please confirm xXX. If it is correct, please sign at XXX." "Please leave your name and phone number. The subsequent processing results will be notified to you in a timely manner." "Thank you for your cooperation. If you have any questions later, you can call XXX to contact us." "Thank you for your cooperation. Goodbye."
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Appendix B
(Informative Appendix)
Prohibited terms for services
Table B.1 gives the prohibited terms for services.
Table B.1 Prohibited Terms for Services
Commands
Irritable Terms
Contemptuous Terms
Questioning Terms
Angrily Terms
“Don’t be unreasonable. If I say no, it’s no.” “You came so late. I can’t do it.”
“Call your number and queue up.”
“Listen to me first.”
“I don’t care. Ask someone else.”
“Didn’t you see I'm busy"
"Why are you so annoying? It's endless" "It's stipulated in the document, check it yourself"
"Don't talk anymore, I know what's going on" "Should I listen to you, or should you listen to me" "You're so stupid"
"You have a bad memory"
"I can't explain it to you clearly, go back and call XXX" "I filled it in wrong, find someone who understands"
"What do you know"
" Incomplete formalities/I haven't figured out what you're here for" "Hello! Who are you looking for? What can you do for me?"
"I'm calling you, didn't you hear me?"
"I just told you, why are you asking again?""I'm just like this, what can you do to me?""If you have any opinions, go find your boss"
"This is my attitude, go and sue me"
"If you have the guts, don't come to me for business"
Prohibited terms
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References
GB/T27768-2011 General Principles of Social Insurance Services[]
Decree No. 35 of the President of the People's Republic of ChinaSocial Insurance Law of the People's Republic of ChinaLD/T022020
Ministry of Human Resources and Social Security (Ministry of Human Resources and Social Security (2014) No. 5) Notice of the Ministry of Human Resources and Social Security on Launching a Special Action to Improve the Work Style of Window Units3 Prohibited terms
For common prohibited terms in service, please refer to Appendix B. 3
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Appendix A
(Informative Appendix)
Civile terms for service
Tables A.1 to A.3 give civilized terms for service. Table A.1 gives on-site service terms.
Table A.1 On-site service terms
First question
Introduction
Handling terms
Closing
"Hello, what service do you want to handle?" "Hello, how can I help you?" "Hello, please go to xXX to get a number"
Civile terms
"Hello, please wait in the XXX area, and go to the corresponding window to handle/consult after your number is called""Hello, this service has been realized online, please (go to the XXX area) to handle it online""Hello, this service requires filling in the XXX form, please go to the xXx area to refer to the sample form to fill it out""Sorry, I kept you waiting"
"Please wait, I will handle it for you as soon as possible"
"Please wait, I will handle it for you right away"
"I'm sorry, XXX is temporarily out of order, we are trying to eliminate it as soon as possible, please Please wait a moment.” “Excuse me, do you mean XXX?”
“Please speak slowly, I will try my best to help you.” “Documents (or procedures) are required to process XXX business. Do you have XXX documents (or procedures)?” “Sorry, you are still missing XXX. Please come back after you have completed it.” “Your XXX materials are incorrect. (Point out the error) Please check them again.” “Your business has been completed/accepted. Please check and sign here.” “Please leave your name and phone number. We will contact you in time (after completion/when there is progress/if necessary).” “Your business has been completed/accepted. Do you need to handle or consult other business?” “It’s okay. This is what we should do.” “You’re welcome. It’s a pleasure to serve you.”
“Take care. Goodbye.”
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Table A.2 gives the telephone service terms.
Table A.2 Telephone Service Terms
Opening Statement
Process Statement
Closing Statement
Civilized Terms
"Hello, this is XXX, how can I help you?"LD/T02—2020
"Hello, I am a staff member of XXX. I am sorry to have kept you waiting. How can I help you?""Hello, I am a staff member of xXX. Sorry to bother you. Are you xXX?""I am very sorry. I am checking for you. Please wait.""I am very Sorry, sir/madam, your phone volume is too low, could you please adjust your phone volume. Thank you for your cooperation"
"I'm sorry, could you please repeat it again?" "How can I help you?"
"We are contacting you about XXX, are you available to answer the phone now?" "Thank you for your call, please call again if you have any questions, thank you, goodbye" "You're welcome, it's a pleasure to serve you"
"Sorry to bother you, thank you for your cooperation, goodbye" Table A.3 gives the out-of-office service terms.
Table A.3 Terms for out-of-town services
First question
Process language
Closing remarks
Civilized language
"Hello, I am XXX, a staff member of XXX. I am here to XXX this time. Please cooperate. Thank you." "I'm sorry, due to work needs, please provide XXX materials." "I'm sorry, the xxx materials are incorrect. (Point out the error) Please check it." "Please confirm xXX. If it is correct, please sign at XXX." "Please leave your name and phone number. The subsequent processing results will be notified to you in a timely manner." "Thank you for your cooperation. If you have any questions later, you can call XXX to contact us." "Thank you for your cooperation. Goodbye."
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Appendix B
(Informative Appendix)
Prohibited terms for services
Table B.1 gives the prohibited terms for services.
Table B.1 Prohibited Terms for Services
Commands
Irritable Terms
Contemptuous Terms
Questioning Terms
Angrily Terms
“Don’t be unreasonable. If I say no, it’s no.” “You came so late. I can’t do it.”
“Call your number and queue up.”
“Listen to me first.”
“I don’t care. Ask someone else.”
“Didn’t you see I'm busy"
"Why are you so annoying? It's endless" "It's stipulated in the documents, check it yourself"
"Don't talk anymore, I know what's going on" "Should I listen to you, or should you listen to me" "You're so stupid"
"You have a bad memory"
"I can't explain it to you clearly, go back and call XXX" "I filled it in wrong, find someone who understands"
"What do you know"
" Incomplete formalities/I haven't figured out what you are here for" "Hello! Who are you looking for? What can you do for me?"
"I'm calling you, didn't you hear me?"
"I just told you, why are you asking again?""I am just like this, what can you do to me?""If you have any opinions, go find your boss"
"This is my attitude, go and sue me"
"If you have the guts, don't come to me for business"
Prohibited terms
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References
GB/T27768-2011 General Principles of Social Insurance Services[]
Decree No. 35 of the President of the People's Republic of ChinaSocial Insurance Law of the People's Republic of ChinaLD/T022020
Ministry of Human Resources and Social Security (Ministry of Human Resources and Social Security (2014) No. 5) Notice of the Ministry of Human Resources and Social Security on Launching a Special Action to Improve the Work Style of Window Units3 Language for out-of-town service
First question
Process language
Closing words
Civilized language
"Hello, I am XXX, a staff member of XXX. I am here to XXX this time. Please cooperate. Thank you." "I'm sorry, due to work needs, please provide XXX materials." "I'm sorry, the xxx materials are incorrect. (Point out the error) Please check it." "Please confirm xXX. If it is correct, please sign at XXX." "Please leave your name and phone number. The follow-up processing results will be informed to you in time." "Thank you for your cooperation. If you have any questions later, you can call XXX to contact us." "Thank you for your cooperation. Goodbye."
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Appendix B
(Informative Appendix)
Prohibited service language
Table B.1 gives the prohibited service language.
Table B.1 Prohibited Terms for Services
Commands
Irritable Terms
Contemptuous Terms
Questioning Terms
Angrily Terms
“Don’t be unreasonable. If I say no, it’s no.” “You came so late. I can’t do it.”
“Call your number and queue up.”
“Listen to me first.”
“I don’t care. Ask someone else.”
“Didn’t you see I'm busy"
"Why are you so annoying? It's endless" "It's stipulated in the document, check it yourself"
"Don't talk anymore, I know what's going on" "Should I listen to you, or should you listen to me" "You're so stupid"
"You have a bad memory"
"I can't explain it to you clearly, go back and call XXX" "I filled it in wrong, find someone who understands"
"What do you know"
" Incomplete formalities/I haven't figured out what you are here for" "Hello! Who are you looking for? What can you do for me?"
"I'm calling you, didn't you hear me?"
"I just told you, why are you asking again?""I am just like this, what can you do to me?""If you have any opinions, go find your boss"
"This is my attitude, go and sue me"
"If you have the guts, don't come to me for business"
Prohibited terms
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References
GB/T27768-2011 General Principles of Social Insurance Services[]
Decree No. 35 of the President of the People's Republic of ChinaSocial Insurance Law of the People's Republic of ChinaLD/T022020
Ministry of Human Resources and Social Security (Ministry of Human Resources and Social Security (2014) No. 5) Notice of the Ministry of Human Resources and Social Security on Launching a Special Action to Improve the Work Style of Window Units3 Language for out-of-town service
First question
Process language
Closing words
Civilized language
"Hello, I am XXX, a staff member of XXX. I am here to XXX this time. Please cooperate. Thank you." "I'm sorry, due to work needs, please provide XXX materials." "I'm sorry, the xxx materials are incorrect. (Point out the error) Please check it." "Please confirm xXX. If it is correct, please sign at XXX." "Please leave your name and phone number. The follow-up processing results will be informed to you in time." "Thank you for your cooperation. If you have any questions later, you can call XXX to contact us." "Thank you for your cooperation. Goodbye."
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Appendix B
(Informative Appendix)
Prohibited service language
Table B.1 gives the prohibited service language.
Table B.1 Prohibited Terms for Services
Commands
Irritable Terms
Contemptuous Terms
Questioning Terms
Angrily Terms
“Don’t be unreasonable. If I say no, it’s no.” “You came so late. We can’t do it.”
“Call your number and queue up.”
“Listen to me first.”
“I don’t care. Ask someone else.”
“Didn’t you see I'm busy"
"Why are you so annoying? It's endless" "It's stipulated in the document, check it yourself"
"Don't talk anymore, I know what's going on" "Should I listen to you, or should you listen to me" "You're so stupid"
"You have a bad memory"
"I can't explain it to you clearly, go back and call XXX" "I filled it in wrong, find someone who understands"
"What do you know"
" Incomplete formalities/I haven't figured out what you are here for" "Hello! Who are you looking for? What can you do for me?"
"I'm calling you, didn't you hear me?"
"I just told you, why are you asking again?""I am just like this, what can you do to me?""If you have any opinions, go find your boss"
"This is my attitude, go and sue me"
"If you have the guts, don't come to me for business"
Prohibited terms
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References
GB/T27768-2011 General Principles of Social Insurance Services[]
Decree No. 35 of the President of the People's Republic of ChinaSocial Insurance Law of the People's Republic of ChinaLD/T022020
Ministry of Human Resources and Social Security (Ministry of Human Resources and Social Security (2014) No. 5) Notice of the Ministry of Human Resources and Social Security on Launching a Special Action to Improve the Work Style of Window Units
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