“您好,广州地税,请问有什么可以帮您?”这是广州地税12366服务热线咨询员——曾经在接到每一个来电时的“开场白”。每一天,他至少要向90个纳税人重复这句话。自从加入12366服务热线以来,7年里曾经共接听咨询电话8万余个,回复准确率超过95%,网上咨询回复累计达2万余条,多年保持咨询零失误。这样一位成绩斐然的服务之星、业务能手又是如何炼成的呢? “Hello, Guangzhou land tax, may I ask what can help you? ” This is Guangzhou land tax 12366 service hotline consultant - once received each call when the “opening ceremony ”. Every day, he repeated the phrase to at least 90 taxpayers. Since joining the 12366 service hotline, over 80000 telephone answering calls have been answered and answered in more than 95% of the cases over the past seven years. The cumulative number of online consultation replies has reached more than 20,000 and many years of consulting mistakes. Such a successful service star, business experts is how to make it?