Speech on Quality Service 1 Leaders, colleagues and judges:
Hello everyone! First of all, I want to thank your for his trust and support, and thank you for give me this opportunity to speak. The topic of my speech is: "Serve with heart, manage with love, and support the blue sky of honesty".
As an employee working at the front desk, I deeply know that service is everything and service is the life of an enterprise. I also deeply know that service can only be done well by hard work. The business front desk is the window of service, and we will show our image directly. However, our work can't always be sunny. Inevitably, customers often scold us and make things difficult for us because of unsatisfactory service. I think this is also because our work is not in place.
So, how can we really "serve with heart"? Any mistake will bring unnecessary trouble to customers and all aspects of work. In the process of "attentive" service, if you are enthusiastic and patient, but not careful enough, it is likely to backfire and do bad things with good intentions; If you are careful, but have no enthusiasm and patience, even if you can solve the problem, how can a cold face be recognized by users? For example, if enthusiasm and patience are candlelight that lights up a smile, then care is a candlestick that is silently supported. We should put ourselves in the customer's shoes, help them as much as possible, and pay with our sincerity, which proves that "serving with heart" means always caring and helping others from the heart.
With the continuous development of the financial industry, the competition among commercial banks is becoming more and more fierce. The service quality and service level of banks have gradually become the focus of competition among commercial banks, and service has become the lifeline of banks. What our enterprise wants is market, what customers want is service, and the lifeline connecting customers and enterprises is honesty. Honesty is the basic requirement of service. Only by serving attentively can we gain the trust of customers. Only by serving attentively can customers feel warm in enjoying the service; Only by serving attentively can the service industry remain invincible in the fierce competition.
We often say. But "God" also needs a real feeling, and this feeling comes from the real service we provide. Our cordial greetings and thoughtful service to our customers are far less than their trust and support. The seemingly simple eight words of "serving with heart and managing with love" actually contain how much content, how much hardship and how much effort. Our CCB employees are practicing these simple eight words with their own efforts, sweat and wisdom. We will adhere to the tenet of "market-oriented and customer-centered" and integrate integrity into every link of CCB's services.
In order to improve the quality of service, we strictly require ourselves to go to work on time every day. In the process of service, we insist on using cross-civilization language, implement standing service and smiling service, receive every customer actively, positively and enthusiastically, show "customer-centered" with our enthusiasm, and we will always repay customers with deep affection. Recently, our branch implemented manual numbering, which made the phenomenon of long queues disappear, and the number of customers who were dissatisfied with queuing in the business hall also decreased a lot, greatly reducing the work pressure of our front desk, so that we can better "serve and operate with heart". It is this emotion that condenses our spirit and sublimates our realm. Urge us to be proactive, keep exploring and make unremitting efforts for the development of CCB.
Join hands, let us shoulder to shoulder, and cast the immortal soul of CCB with the blood of youth! Thank you again for giving me this opportunity. My speech is over! thank you
Speech on Quality Service 2 Dear leaders and colleagues, good evening!
My name is Zhang Cuifeng, and I am an employee of the hotel catering department. I come from Huangshan, Anhui.
Today, I am deeply honored to have this opportunity to stand here and give a speech on the service in Action 5 10. I would like to take this opportunity to thank Mr. Zhang for providing me with such a platform to express myself, which gives me confidence and motivation to pursue my dreams. Before the results of the competition were announced, I never dreamed that I would win the prize in this competition. All this is inseparable from the concern and recognition of the leaders of various departments, as well as the encouragement and support of colleagues. At this moment, a thousand words can't express my gratitude. Please accept my bow to express my heartfelt thanks.
"5 10 service" accompanied me along the way. At first, because I didn't know the real intention, I always used my senses to judge the things around me, and I always liked to evaluate the things around me from a personal point of view, which made me feel that the standard of "5 10 service" was a constraint on myself. Although I like studying very much and study very hard, I didn't devote myself wholeheartedly to my work, because I felt that I didn't have a diploma or education, and I couldn't find any good job, so I felt that smiling at the guests every day had numbed me, and it was even more unacceptable to see the leaders and colleagues greeting me all the time. In retrospect, I remember that I was the first to complain in our department, but with the passage of time, a good customs atmosphere has gradually formed around me, both at work and in life. In addition, leaders often enlighten us at regular meetings and patiently tell us the significance of "5 10 service" and the advantages and disadvantages for hotels and personal work, and I am gradually infected by this atmosphere. I have completely changed my outlook on life, gained a new understanding of the true meaning of this "5 10 service", and at the same time began to strive for heartfelt expectations, so that I can accompany everyone around me with my most sincere smile and sincere greetings and have a wonderful and happy time.
After winning the prize, I began to try to sort out my work attitude and working methods. Although I repeat the same steps every day, my inner thoughts are completely different. I remember once meeting a guest at the checkout counter (a guest came to the checkout counter after eating in a Chinese restaurant). When he saw the total amount on the bill, he immediately flew into a rage and said, your food is too expensive. I ordered so many dishes. How can there be so much consumption? Besides,
I smiled and answered: Hello! Let me examine you, sir. Our seafood, cigarettes and drinks are not discounted. The seafood and drinks you consume today are top-grade drinks, and seafood is also precious. It seems that the guests you invited today are very important! Why don't we check this bill together? The guest said with a smile, forget it, pay the bill! I have work to do! My friend is waiting for me. )
Another time, when I was working as a waiter in the box, when I put a cooked prawn on the turntable and added drinks to the guests, one of the guests suddenly shouted that the waiter's food was wrong. My first reaction was, hello, the guest said wrong. After reading the menu, I said that this is what you ordered. The guest said angrily, if I am wrong, I am wrong. You are new here. I ordered half a catty of prawns. Is there half a catty here? See for yourself. Is this half a catty of prawns? I said, excuse me, please wait a moment, please allow me to consult the seafood room and confirm it, ok? (The seafood chef confirmed that it was the second half catty of the new prawn. ) hello! Sorry, I consulted. It's half a catty of shrimp with a knife and shrimp with a knife. It will become smaller after processing. Please understand. The guest made a gesture to tell me to go away, and I was more cautious in the later service. I have done all the work. I carefully checked every dish handed over by the delivery team to see if there were any foreign objects on it. After confirmation, I will go to the turntable, announce the name of the dish and follow the honorific words. As soon as I saw that there was not much wine, I added it. I saw a shell in the bone plate. If I think it's time to change, I'll change it quickly. If there are more than two cigarette butts in the ashtray, I will change it. When I finally paid the bill, I asked the guest to help me fill out the customer suggestion inquiry form. The guest helped me check the service quickly and enthusiastically, and added the following sentence, I am most satisfied with the 0267 waiter. And commented on our dishes.
In fact, the grievances we bear can sometimes be understood and praised by our guests afterwards, but more often we can only bear them silently in our hearts, but when we bear the grievances and bring happiness to our guests, we will leave a very deep impression on our guests.
This makes me understand that no matter what I do, I must work hard to succeed.
Quality service speech 3 leaders, judges, guests and friends: Hello everyone!
I am honored to have such an opportunity to attend today's speech. My name is Ni Jia, and I am an employee of the charging team of the marketing department of Wuyishan Power Supply Co., Ltd. On this day, the topic of my speech is "I smile for you".
Quality service, to some extent, its essence lies in: no matter how ripe plums are, no matter what electricity is lacking, you will see a bright smile. In recent years, Wuyishan Power Supply Co., Ltd. has vigorously promoted the concept of enterprise service, shaped a new image of service and enhanced social affinity. In the year of power market rectification and quality service organized by State Grid Corporation, our company has formulated a series of systems and measures to fulfill its commitments. Whether the people are satisfied or not, whether they support or not, is the only criterion to measure the quality of power supply service.
As a service window dealing directly with customers, our marketing department has been unswervingly implementing the power supply commitment system service for several years, and has fulfilled every promise with painstaking efforts and sweat. Insist on advancing with the times and improving service measures, carry out image engineering activities with the theme of "Everyone is an image and everyone is a window", deepen the connotation of power supply services, enhance service functions and expand service areas. The weekend-free system is implemented, and all business windows are "open to the outside world", achieving one visit, one job search, one payment and one success. Whether it is power emergency repair or power installation service, power complaint or power consultation, the service standard of "as long as you call, I'll do the rest" has been realized, which greatly facilitates customers. Customers' satisfaction with us has been further improved, and employees' awareness of maintaining corporate brands has been significantly enhanced.
When you walk into our business hall, you will be deeply attracted by the smiling faces of each of our employees. Look at the spacious and bright halls around, tidy the walls, sit in a chair and drink a steaming cup of boiling water, and you will feel at home. All the staff in our marketing department keep in mind the service concept of "people's power for the people", and pay attention to treating people with sincerity and affection in service. "There are no wrong customers, only wrong service" is our motto. We understand that polite service needs to have the mind to bear grievances and the patience to explain. Only by injecting true feelings can we really do this. At the beginning of this year, an old man from Wang Xing came to pay for his arrears, even though his electricity consumption last month was only 1 1. 5 yuan, but he must pay 1 yuan as the electricity penalty according to the regulation that the electricity penalty is insufficient 1 yuan. However, in his view, it is inconceivable to pay a penalty of 1 yuan for electricity when the electricity consumption is only a dozen yuan. As a result, he refused to pay the fee, but also swore, clamoring for the power supply company to collect fees in disorder, harming the people and threatening to smash the business hall. Seeing this scene, our toll collector smiled, helped him to one side and sat down, handed him a cup of hot tea, opened the power supply business rules, and patiently explained to him, "How to punish the electricity bill?" Why do you charge a penalty for electricity? How to calculate the penalty for electricity charges? ……"。 Finally, the old man calmed down, not only paid all the expenses, but also moved to hold the toll collector's hand to apologize and praised our service attitude again and again!
As the saying goes, "Give someone a rose, and there is a lingering fragrance in your hand". The girls in our charging team are looking forward to providing our customers with the best service with their sincerity and enthusiasm. Even a smiling look, a gentle greeting and a steaming cup of boiling water are warm roses we give our customers, full of our deep affection and friendship. Customers can return home satisfied, which is the best reward for us.
At the beginning of 2005, the whole north and south were advocating the people-oriented spirit and popular support. Learning to smile is not only the responsibility to customers and enterprises, but also the respect and affirmation to self. Smiling is a responsibility and a realm. Today, consumers' awareness of rights protection is significantly enhanced, and customers' requirements for the service level and quality of our power supply enterprises are increasing day by day. The requirements for services are not only antagonistic, but also intimate. In fact, the humanized, personalized and professional service that customers expect is nothing more than "sentimental" service, which is the deepening, refinement and concretization of the service concept that "quality service is the lifeline of State Grid Corporation". State Grid Corporation regards "excellent service" as the core value of employees, and proposes to strengthen the construction of service style as the starting point, and strengthen the construction of ideological style and work style. The cultivation of "core values" requires us to establish the concepts that service is capital, service is resource, service is career and service is fun as soon as possible. Starting with details such as smile, we should give full play to our potential, highlight the art of humanized service, and make the service of "high quality, convenience, standardization and sincerity" more thoughtful and perfect, which truly reflects the service of "standardized process, efficient service, social satisfaction and good brand image".
Life is only once for everyone, and youth is an easy-to-disappear part of this only life. I firmly believe that although the meteor is short-lived, it ignited the most beautiful youth at the moment when it crossed the night sky. The history of China in the 20th century has written down the glory of the Youth League in China and the youth in China, and 2 1 century expects us to create new youth glory. The party is calling, and the times are calling. As long as we give full play to the wisdom, grace and strength of young people, have lofty ideals, innovative consciousness and fearless courage, we can ride the wind and waves and keep pace with the times!
Let us shoulder the historical mission and let the blood flowing in our bodies generate passion! Let's dedicate our youth to the electric power industry together!
Quality service speech 4 Dear leaders, webmasters and employee representatives:
Hello everyone!
In the spring and April, everything recovers, and the deep spring warms the hearts of our Sinopec employees. The spring gas station ushered in the "China Petrochemical Gas Station Quality Service Month", with the theme of "service etiquette, service environment, on-site service and safety service", based on all-staff marketing, implementing brand service, striving to build a harmonious marketing environment and constantly improving the brand service image of China Petrochemical.
In the "Quality Service Month" activity,
First, create a quality service atmosphere. Banners such as "High-quality service contributes to a harmonious society, beautifies the environment and displays the petrochemical image" and "standardizing the work plan of the service etiquette party branch and improving the service environment" are hung in the gas station. Employees wear uniform and neat clothes and ribbons, use the "eight-step method" service process of refueling and the "six points" sales skills to do a good job in on-site standardized service, highlight on-site smiling service, characteristic service and family service, and close the relationship with customers.
The second is to improve the service environment of gas stations and improve and strengthen the service functions of gas stations. Gas stations should provide customers with at least six services, and expressway service area, expressway entrance and exit, scenic spots and image transformation gas stations have more than eight services.
The third is to create a safe consumption environment, strictly implement the six provisions of the ten-step safety production in the oil unloading process of gas stations and the safety ban of sales enterprises, politely discourage customers from unsafe behaviors in the station, and remind customers to turn off gas, ban smoking and prohibit cell phones.
During the activity, first, we should attach importance to leadership: in order to make the activity effective, a leading group of "Quality Service Month of Gas Stations" was set up in the district to clarify the theme, time, scope, content and requirements of the activity, carefully plan and implement it, strengthen the sense of responsibility and ensure the smooth development of the activity.
The second is to grasp the theme: service etiquette, service environment, on-site service and safety service.
Third, pay attention to supervision: the leading group of district activities will strengthen publicity and supervision to ensure the effectiveness of the activities.
Fourth, pay attention to the effect: standardize service etiquette through quality service month activities, so that employees can dress neatly, look dignified, use civilized language and advocate civilized behavior.
5. Grasp the site: through activities, create a comfortable consumption environment, improve the business site environment and service facilities, ensure the cleanliness of service facilities such as refueling equipment, floors, walls, doors and windows, and ensure the cleanliness of toilets. Enhance the market competitiveness of enterprises, improve the trust of large customers in Sinopec enterprises and enhance the social image of enterprises.
At the same time, we should explore and demonstrate, summarize and popularize the advanced experience of standardized services. Through the activities of Quality Service Month, we will win the respect and support of customers with real quality service, learn from the experience of quality service of advanced gas stations, learn from each other's strengths, establish a sense of catching up and catching up, and raise the quality of quality service to a new level in the atmosphere of "comparing, learning, catching up, helping and surpassing".
Thank you!
Speech on Quality Service Dear leaders and colleagues,
Good afternoon everyone! The topic of my speech today is: creating quality service and being a health guard.
Low skill but in Germany; Skill is not skill, but kindness. Doctors see a doctor, save the heart, prescribe medicine and give love. I am not a poet, so I can't praise my career with beautiful poems. I am not a scholar, and I can't think about my own value with profound thoughts; I'm not a singer, so I can't sing my post with a beautiful voice. But for the grassroots medical staff in a new era, this is not a slogan, but a pursuit. In this sacred and lofty post, we must use our own practical actions to create quality services for the people in mountainous areas and do our bit to protect the physical and mental health of rural people!
Township hospitals are like a big family, with touching stories happening every day, and most of them are rural patients. Therefore, in addition to excellent medical technology, we are also required to pay more love, patience and responsibility. We provide medical treatment, prevention, health care and other medical and health services for the people. This is a kind of intimate, seamless and chain service. That is a spirit, which is rooted in the hearts of every medical worker. If you ask us what our ambition is, I will tell you: it is our greatest wish to create quality services, be qualified health guards and protect people's health; If you ask me how I did it, I will tell you: it was through the care of the party, the support of the government and the joint efforts of our "Jiaxian health workers".
Maybe you think our work is trivial, but it carries the health and safety of thousands of families; Maybe you think that our work has no earth-shattering feat, but it is related to the health and development of society. There is no rhetoric, we just take every step down to earth; There is no shocking ideal, we just want to be healthy angels of rural people forever. We have love, we have confidence, and we should use tenacity, responsibility and dedication to support the blue sky that rural people will always be healthy!
In the days to come, we should further learn professional knowledge, love our jobs, be conscientious, care about the masses, help the world and save people, be honest and clean, be self-restrained and help others, and make selfless contributions. Concentrate positive energy, establish a new fashion, strive to be a health guardian, strive to be a caring person for patients, conscientiously fulfill the purpose of serving the people wholeheartedly, and be worthy of the reputation of the people's health guardian!