近年来,我国在由管制型政府向服务型政府转变的大背景下,包括纳税人在内的社会公众享有更多的知情权、表达权、参与权和监督权。而作为税务人,也在力求改善自我体系,读懂纳税人,从不同种类的纳税人中读出差别,读出重点,做到优质服务,促进纳税遵从。读懂纳税人,要从纳税人的“心”开始,从纳税人的角度去想,真正对接他们的需求,体会他们的难处。而要读懂纳税人,则要有服务的本领,要专业、沟通、理性,才能做到优质服务。 In recent years, under the background of the transition from a regulated government to a service-oriented government, the public in our country, including taxpayers, enjoy more rights to know, express, participate and supervise. As taxpayers, they are also striving to improve themselves, read taxpayers, read out the differences among taxpayers of different types, read the key points, do quality service and promote tax compliance. To understand the taxpayers, we should start from the “heart” of the taxpayers, think from the taxpayer’s point of view, and truly meet their needs and understand their difficulties. To understand taxpayers, you have to have the ability to service, professional, communication, rational, in order to achieve quality service.