一九八四年九月,我们在实行经营承包责任制基础上,推行了经营、服务双承责包任制,促进了经济效益和服务质量的进一步提高。实行“双承包”是商业体制深入改革的需要我们商店多年来一直把优质服务作为一项重要工作来抓,取得了一定的成绩。但由于服务质量没有同职工的切身利益直接挂钩,对顾客“冷、硬、顶”以及不礼貌的言行仍时有发生。通过认真学习和领会中央关于经济体制改革的决定以及上级的有关文件精神,认识到改革的一条重要原则就是要让群众叫好,这就要求我们解决把服务质量、服务态度看成“软指标”的问 In September 1984, on the basis of implementing the contract responsibility system, we implemented the dual responsibility system for operation and service and promoted the further improvement of economic efficiency and service quality. The implementation of “double contracting” is the need for in-depth reform of the commercial system. We have been making quality service an important task for many years and have achieved certain results. However, due to the fact that the quality of service is not linked directly to the immediate interests of the employees, the words “cold, hard, top” and impolite are still occurring. Through earnestly studying and understanding the Central Government’s decision on economic restructuring and the spirit of the relevant documents of the superior, we realized that an important principle of reform is to make people applaud. This requires us to consider the service quality and service attitude as a “soft index.” ask