Smile and Service Speech 1 Leaders, judges, guests and friends,
Hello everyone!
With the continuous improvement of social politeness, modern people are more and more aware of the important role of etiquette in work and life. The ancients said, "No one can stand without learning manners." Practitioners from all walks of life urgently need to master standardized etiquette and improve their image in order to better grasp their social protagonists.
When people meet each other, the first impression is often produced in the first few seconds, but it takes a long time to change it. A good first impression comes from a person's appearance and speech, but more importantly, it depends on his expression. A smile is an expression that can leave a good impression, increase friendliness and communication, and make people happy. A person who smiles at you will show his enthusiasm, cultivation and charm, thus gaining people's trust and respect. So, do you smile in your daily life and work?
I believe everyone will laugh. We will smile at our family, friends and everyone we know, but for psychological reasons that we understand or don't understand, we don't have the habit of smiling-we walk on the way to and from work with a straight face, we deal with work with a sullen face, we turn a blind eye to people we don't know, and we have no sense of smiling! We all look forward to a happy life, but forget that happiness begins with a smile.
Smile is the golden key to interpersonal communication. As a angels in white, a smile is a symbol of beauty and a manifestation of love. Giving patients the expectation of life can improve the relationship between colleagues and nurses. When seriously ill patients come to the ward for medical treatment with confidence, they can not only get warm reception, careful treatment and care from medical staff, but also get trust and sincerity from our smiles.
Nursing work is not complicated but complicated. When we devote ourselves to our work, but others don't understand and cooperate, the smile will gradually disappear in our work over time. Smiling is not only a basic etiquette, but also allows others to see respect and goodwill from your smile. When we forget how to smile at patients, negative emotions begin to appear in our hearts, so that we can't really think about patients, and conflicts between nurses and patients are easy to arise. Nursing work is full of challenges and pressures, and our psychological problems under pressure for a long time are higher than those of the general population, so we urgently need a cheerful personality, a happy attitude towards life and a sincere heart.
If you smile at others, they will smile back at you. Don't look at small manners. It makes you not lonely in this world-someone shares your life experience with you and someone gives you consideration. While enjoying the warmth of this city, we also paid kindness to others.
A smile is a pleasant facial expression. It can shorten the psychological distance between people, establish a warm and harmonious atmosphere, and conduct in-depth exchanges and communication. Therefore, people compare the smile to the lubricant of interpersonal communication. Smiling seems to be a common and trivial thing in daily life and work, but it exerts a subtle influence on all medical staff and patients. Good mental courtesy in the hospital requires the joint efforts of every medical staff and patient. Being polite, polite and polite in nursing activities undoubtedly plays an important role in the spiritual politeness construction of the whole hospital. Smiling reflects the openness, kindness and friendliness of the self, which is not hypocritical. People naturally relax in communication and unconsciously shorten the psychological distance.
From now on, when you look in the mirror in the morning, give yourself a smile. On the way out to work in the morning, smile and join the hurried crowd. When we put on the sacred nurse's uniform, we smile and greet the patients and their families actively. You will find that my heart is full of happiness, and a happy day has begun.
Speech on Smile and Service Dear leaders and colleagues,
Hello everyone!
My name is xxx, and the topic of my speech today is: making the front line worry-free. 20xx joined the company in February and has been engaged in customer service since he entered the branch business processing center of Taikang Life Insurance Co., Ltd. ... just because he has been in the company for a short time, he needs to master a lot of professional knowledge. In order to cooperate with the smooth progress of other posts, I have been studying and accumulating, and gradually learned a lot of basic business knowledge, and at the same time improved my handling methods for unexpected and difficult problems, enriching my comprehensive level of business handling. Improve their own quality, firmly establish high-quality service awareness and noble professional ethics, improve work efficiency, in order to improve business processing skills and improve customer service. I am meticulous and careful, and I won't make any mistakes in my work. At the same time, we should also strengthen the mastery and understanding of basic knowledge for the functions and work of other related posts. Facing the customer's business consultation except payment, solve problems for customers accurately and professionally, and be a comprehensive and professional customer service staff. Under the training of basic business knowledge, cultivate self-cultivation of love and dedication.
To do a good job, we must first love this position, and then we can give full play to our abilities and do everything well for our customers. Serve customers with smile, professionalism and sincerity every day. I am warm and generous, considerate and make customers happy and satisfied. Do continuous improvement, perfect service, and establish a good image for establishing the company's high-quality and civilized service. Abide by company regulations, strengthen self-management awareness, be strict with yourself, and satisfy leaders with better working conditions. Let yourself become a qualified enterprise manager!
A bridge must have piers as columns, otherwise it is difficult to circulate thousands of people; A red rose must have a rhizome as a pillar, otherwise it is difficult to fragrance on Valentine's Day; Tall buildings should also have pillars, otherwise it is difficult to rise from the ground, and what is the pillar of our company? It is the professionalism of all employees. At all times and in all countries, dedication has been regarded as the motto of life by many people with lofty ideals, and it has also achieved many great achievements and fame. "For the sake of humanity, it is not surprising that words never stop" embodies the persistence of a generation of poet Du Fu in writing, who has done thousands of experiments and even experimented with his beard, which embodies the persistence of a generation of inventor Edison in the cause of invention. From graduation to today, I have joined the Taikang family for nearly half a year. Taikang, a united, active and dedicated team, has enabled me to complete a small transformation from a student to a member of society. The insurance industry is a service industry. Colleagues often say that "service is no small matter" and "service to despair". They not only do what they say, but also satisfy customers. The letter of commendation fully illustrates the professionalism of Taikang people. Our customer service staff travels between urban areas and suburban counties several times a week, sincerely communicating with enterprises and providing the best service face to face. Our adjuster ...
As the backstage staff of Taikang Life Insurance Zhengzhou Headquarters, our biggest mission is to take business development as the guide, take the company's honor as the premise, and do our job wholeheartedly without affecting the interests of business representatives.
So how can we really cooperate with the pace of marketing, so that our partners and customers who are at the forefront of business can rest assured of us?
First of all, from its own point of view, it is necessary to improve learning motivation, enhance professional skills, obtain information and knowledge quickly and comprehensively, adapt to the requirements of the development of the times, update ideas, and conform to the actual innovative thinking ability that is conducive to promoting development. Only by constantly learning and innovating, and improving their comprehensive quality, can we put our major into practice, serve our customers and business representatives with our professional knowledge, and improve our work efficiency. Combining with my own post, insurance rules, the continuous updating of insurance policies and the responsibility of insurance types, the examination and acceptance of insurance policies, the handling process of problem parts, and the timely publicity of morning meetings are all work areas that I need to learn and constantly reflect on. Through our own efforts, we will try our best to reduce the problems of the insurance policy, reduce the error rate of the preliminary examination and acceptance of the problems, improve the timeliness of the insurance policy, serve the marketing and business front line wholeheartedly in our work, fulfill our obligations, do a good job in logistics for the front-line partners, and let them take the lead in the business front line without worries.
Third, we must have a high degree of execution. For individuals, execution is the unity of "process, skill and will". When you think about it, you must take the initiative to implement it with actions. You must be quick and accurate, and you must be "big-minded, small-minded, meticulous and dare to take responsibility." "Fast" means that we need to act quickly and execute quickly, understand the needs of customers and business partners in time, and come up with ways to meet the needs of customers and business representatives in time; "Accuracy" means doing the right thing, doing the right thing, and the method you come up with must be effective. Our work has priorities, but all the work we have to do is very important. We should take seriously what business representatives, customers and our working partners tell us and try our best to complete it. If we can't finish it, we must take it to heart and ask others. This can not only enrich our professional knowledge in other business fields, but also show our professional service level to customers and receive others.
Finally, as stated in our employee manifesto, my salary comes from customers and business representatives. I will treat customers and business representatives with the attitude of treating my family and sincere and considerate service from the heart. My position, honor and dignity come from the company. I want to care about the collective as much as my family and actively become a member of a learning organization. The times I live in are full of changes, competitions and challenges. I am out of date and can be eliminated at any time. I must learn and innovate myself, and I am determined to defend the team honor and Taikang brand, create value with my own urban labor, give back to the society, be a risk force for the development of the national insurance industry and the happiness and well-being of the people, and grow together with Taikang Life Insurance! Really make the front line worry-free!
Smile and Service Speech 3 Leaders and colleagues:
Hello everyone! My name is xxx, and I am an ordinary staff member of the hospital's inpatient charge department. I believe everyone is no stranger to me. Next, I will talk about my work experience in combination with the actual situation of personal work and the characteristics of my department's charging window. I also hope that leaders and colleagues will criticize and correct me. Thank you!
What I'm talking about here today is how to do a good job of our seemingly simple but extremely complicated window service. When it comes to charging, many people who don't know the inside story will say, "Charge! How simple it is, how easy it is to get the money as soon as you reach out! " To outsiders, the work of the toll office seems to be much easier than that of other departments. It is nothing more than sitting in front of the computer all day, mechanically repeating simple collection and payment operations. It seems that you don't need high technical content, and you don't need to bear a lot of life pressure.
However, my personal experience since my work has made me deeply realize that "there is no trivial matter in the work of the department, and the subtleties see real merit." Through the small window of the toll collection office, we represent the image of the whole hospital, and it is through our work that we have established a platform for communication between doctors and patients. Moreover, the toll collection office is the main window business department of the hospital, and the attitude, work efficiency, even words and deeds and every move of the staff of each toll collection office directly affect the image of the hospital. Therefore, how to do this window service well has become the struggle direction and unremitting goal of every staff member in our toll collection office.
So, how can we do this window service well?
I think to do a good job in window service, besides strict discipline, excellent charging skills, efficient working methods and teamwork consciousness, it is more important to smile at the window service and touch every patient with sincerity. This is what we often say!
I think we all know that hospital professional ethics is closely related to people's lives. Compared with other professional ethics, it has the characteristics of special object and great responsibility. As the charging department of the hospital, the inpatient charging room is an important window for the hospital to serve patients, because we have direct contact with patients and their families every day. It is also an important link to treat patients as relatives and do a good job in hospital charging. It is related to the image of the hospital and the cultural quality within the hospital. In the increasingly competitive market economy service system, it is also our accountants' eternal goal to strengthen the construction of medical ethics, continuously improve service quality, improve service attitude and effectively meet patients' needs.
Whenever people come to the hospital for treatment because of illness, the first thing they need is to relieve their illness. If we can take the initiative to serve patients, sympathize with, care for and considerate patients, and patiently explain the charges, we can also give patients and their families a warm and harmonious feeling of home. If many patients pay fees, or because they are busy with work, they ignore their attitude towards patients, are indifferent or blunt, and have no affection and due sense of responsibility. Even if the medical staff in our hospital take good care of the patients, our financial staff are blunt, which will make the patients lose confidence in the hospital. ...
Therefore, in order to maintain the image of the hospital, we should try our best to start from ourselves and the window service we are facing now. The ancients said well: spring breeze warms my heart. Yes, it's not hard to imagine that when those patients suffering from illness stand in front of us, when the families of those patients who are cash-strapped but have to worry about medical expenses stand in front of us-do we really understand their painful feelings? If we not only don't understand at this time, but also are indifferent or abusive, I believe even a sane person can't stand it, let alone them! In the past, will they still be optimistic about our hospital? I'm afraid this is what the common people call a hospital that is easy to get into, ugly in face, never haggles for fees, and pays for it by itself.
As the saying goes, service attitude determines service quality. In view of various window services in Linlin, I think we can improve our service and quality from the following aspects to achieve our goal.
First of all, patient working attitude is the basis of smiling service. Today, medical disputes and the relationship between doctors and patients have not been handled well, how to resolve contradictions is also a problem that our toll collection office has to face. Patience is the most effective way to solve conflicts. When we are in contact with patients or their families, if we can use polite language, sincerity and patience, plus face-to-face explanation with smiling service. I don't think anyone can be indifferent. There will always be a little peace or tranquility in his heart. I think the next time he comes to the hospital, he will remember our good service attitude.
Second, full work enthusiasm is an extension of smiling service. Complex window services, time and patience are not enough. At this time, we need not only patience, but also a high degree of work enthusiasm, so as to cope with various challenges in our work. When we are passionate about our work, we have no reason not to do what we like well. When patients and we encounter difficulties, we have no reason not to work efficiently, put ourselves in patients' shoes, think what they think, read what they think and be honest with each other. When this concept is deeply rooted in people's hearts, it is an extension of our smiling service.
Third, change the service concept, enhance the service consciousness, and embody the essential requirements of smiling service with practical actions. As we all know, we usually face a heavy task. We have to check our financial bills every day, and we have jobs in the middle shift and night shift. Medical insurance audit needs to input the details of medical expenses and treatment expenses into the computer one by one, and sometimes the normal working hours are not enough and overtime is needed. You need to explain the cost to the patient. Therefore, in this environment, we naturally have to suffer. The greater the work pressure, the more we need to do our job well, which requires us to change our service concept, enhance our service awareness, and sincerely provide window services for patients with practical actions. Love your job and work hard. This service is not a superficial smile service, but a real "heartfelt smile" service, which can truly reflect our image and quality.
To sum up, all of the above require us to unite and cooperate and make unremitting efforts. Of course, in the end, I also hope that our hospital will not only improve the number of medical insurance charging windows, window services to sound insulation glass, office environment, facilities and medical insurance knowledge publicity, but also create a harmonious and efficient office environment for us. As a toll collector, I deeply feel that no matter what position or work I am engaged in, I can contribute my own strength. These are my personal experiences and suggestions, and I hope you can give me guidance. In the future work, I will strive to improve my own quality and provide better services to patients with a smiling attitude with my colleagues. Only in this way can we build our hospital better. Thank you!
Smile and Service Speech 4 Dear leaders, judges and friends,
Everyone who loves life is good at discovering the beauty in life and likes to express their enjoyment of beauty with a smile. Smile, like a ray of sunshine, warms oneself and illuminates others; Smile, like a common interpersonal language, allows understanding and communication to be transmitted in different national boundaries, religions and skin colors. Smiling also brings me and my patients closer from strangeness to familiarity, from familiarity to trust.
Looking back, I started my career with the dream of being a angels in white. But the intense and busy work gradually made me lose my passion and joy. Work and happiness are no longer equal. On the contrary, more and more people complain about work, life, all kinds of difficulties and disappointment. In the long run, this negative work attitude makes my work efficiency lower and lower, and my mood is getting worse and worse. Not only can it not better alleviate the pain of patients, but it also increases their own pain. They can't find happiness at work and enjoy pleasure in life. The numbness of my career has eroded my life happiness index.
Just some time ago, I came across a book called The Power of Smile. In the book, I wrote a story: one day when Miss Mary opened the door, she found a man staring at herself with a knife. Mary had a brainwave and said with a smile, "Friend, you are really joking! Selling kitchen knives, right? I like it, I want one. " While speaking, he let the man in and said, "You look like a kind neighbor of mine in the past. I'm really glad to meet you. Do you want coffee or tea? " The murderous gangster slowly became shy. He stammered, "Thank you, oh, thank you!" " "Finally, Mary really bought the bright kitchen knife. The stranger looked at the money and hesitated. When he turned to leave, he said, "Miss, you will change my life! " "
This article only uses more than 200 words, but it tells a profound and vivid philosophy of life. Perhaps, with a smile, life can become brilliant and colorful, and the trajectory of our life may also change because of a smile.
I remember last year, I met such a patient: this is a hematuria patient to be investigated. One day I visited the ward and found that the patient's window was open and his feet were exposed outside the quilt. I went to the patient's bed and asked her if her feet were cold and helped her tuck in. The patient replied maliciously, "You are obviously cursing me. Ask me if my feet are cold. Can I still be here when I am cold? " At that time, I was stunned and felt very wronged. Later, I learned that the patient had been in hospital for a week. Although the doctor has used hemostatic drugs and done many tests, the bleeding has not stopped and the reason has not been found out. It is conceivable that she must have been in pain physically and psychologically, and she must have been in a bad mood. So, when I was nursing the next morning, I came to the patient's bedside with a smile and explained the misunderstanding yesterday. Unexpectedly, the patient cried and said, "Xiaoyao, I know you are doing me good, but I have been urinating blood for a week, and the doctor has not improved after using so many drugs." I'm really scared. I don't know what disease it is, and I don't know how long I can live. Our family is not well-off, and my father and I are laid off. I hold the patient's hand and comfort the patient with a smile: "Auntie, I can understand your feelings and your difficulties, but Auntie, your relatives all want you to recover soon. If you are unhappy, they will be more sad than you." "As our doctors and nurses, we also hope to see you face the disease with a positive attitude, cooperate with our treatment and see you recover. This is our greatest comfort!" For the next few days, I went to the ward with a smile every day to talk to the patient and perform various operations for her. Gradually, the patient's mood improved and confidence in the disease was gradually established. Two weeks later, the patient recovered and was discharged. She held my hand tightly and repeatedly said, "Nurse, thank you, thank you. It was your kind smile and careful care that made me regain my hope for life. " Since then, I have worked with a smile every day. Gradually, I discovered the joy in my work. I was able to face up to difficulties and setbacks and relieve various pressures. I think this kind of smile is not a mask routine, but a heartfelt love for work and a sincere heart for every colleague and patient around me.
For patients, a smile is the dawn of hope in suffering; For friends, smile is a shadowless bridge to communicate with each other in life; For children, a smile is the endless vitality in life. Smile is a brilliant flower in the sun, which gives people a beautiful enjoyment and a life force. This is the true meaning of life that I suddenly realized when I was growing up chasing dreams. It helps me calmly face the disappointments in my life, and the haze, complaints and misunderstandings all leave me.
Friends, let's raise our corners of the mouth, smile, and face and infect everyone around us with a smile. Face life with a smile and embrace happiness!
Smile and Service Speech 5 Dear leaders, judges and friends,
Hello everyone! I came by myself. I am very excited to be able to get together with you, pour out our hearts and talk about our ideals in this season of thick greenery and flowers. The topic of my speech is "The Charm of Smile".
I once read a story: during World War II, a captured prisoner took out his only cigarette to escape the fear of being executed the next day, but he searched all his pockets and found nothing to light. So he begged the doorman through the iron railing, "Can I borrow a light?" The guard shrugged impatiently and helped him light his cigarette. Just as the guard lit a cigarette for him, the prisoner smiled at him subconsciously. In a flash, this smile, like a spark from the generation, broke the gap between their hearts. The guard didn't mean to laugh at first, but when he saw the prisoner's smile, his mouth turned up and he smiled inadvertently. After lighting the cigarette, they began to talk like ordinary people. Later, the guards quietly opened the prison door, quietly escaped from the prison with the prisoners through the back door and were escorted to the edge of the town. "A smile saved my life."
Twenty years later, the hero of the story is still full of feelings for his adventure. And when I read this story, I also felt a lot! Yes, smile is the most sincere and simple emotional expression between people. A simple smile can push down the barriers of hatred, dissolve the cold ice, untie the annoying knot and open the heavy heart!
Our financial industry takes service as the main theme, "service with heart" is our commitment, and "customer satisfaction" is our pursuit. But to truly serve with your heart and achieve high-quality service, whether you are unfamiliar or familiar, whether you are behind the counter or at your desk, you should smile. But smiling is not a simple expression. Smile is the communication between heart and heart, and it is the communication between love and love. This is the charm of a smile and the essence of our service. Learning to smile is not only the responsibility to customers and enterprises, but also the respect and affirmation to self. It can be said that smiling is a responsibility, an idea and a realm.
As the lobby manager, my work is mainly responsible for receiving customers who complain, handling complaint cases, managing and patrolling the business site, and assisting superior leaders. This let me come into contact with all kinds of people, meet all kinds of things that need coordination, and let me really appreciate the charm of smiling service!
I remember one time, after a customer withdrew money, he asked our teller to exchange it for 200 yuan. I left in a hurry without counting the money. Not long after, the customer returned to the window with an anxious face and said that one hundred yuan was missing. As we all know, it is not our duty to count the money in person after leaving. However, according to the principle of anxious customers, our tellers still check the accounts for them. No extra money was found after verification. However, customers have repeatedly insisted that this 100 yuan must be our fault. She also plausibly said that when changing money, she took out three as two. The customer became more and more excited and threw some ugly words at the teller. At this point, the window has been lined up, and some customers have begun to complain impatiently. "We must control the development of the situation," I told myself. If ignored, it may make customers calm down quickly, but it will cause great misunderstanding to customers. Because, she insists that the money is our fault and must not let the customer leave with misunderstanding. So, I went outside the counter, smiled and asked the customer to follow me to the corner of the hall, and then patiently explained to her, assuring her that I would definitely give her a clear explanation. With my encouragement, the client finally calmed down and promised to go to the supervision department to check the surveillance video with me after work. After watching the video, there is nothing suspicious. The client finally has nothing to say, but I know she still has doubts. So, I left a phone number for the customer, so that I can communicate at any time if there is any situation. The client was very moved after listening to my words. She said, I'll look for it. That evening, I received a call from my client. She told me that she had made a mistake and repeatedly asked me to convey her apology to the teller.
Through this incident, I deeply understand this sentence: "The furthest distance in the world is not the distance between life and death, but the distance between hearts that don't understand each other!" Yes, spiritual barriers can often make people close at hand become distant! However, as long as we adhere to the "customer-centered" service principle and the caring and sincere service concept, we can melt the "hard ice" of this soul and clear the "fence" of this world.
As the saying goes, "Give someone a rose, and there is a lingering fragrance in your hand". A smiling look and a gentle greeting are warm roses that we send to our customers, full of our deep affection and friendship. Customers can come on impulse and return with satisfaction, which is the best reward for us. In recent years, our marketing department, as a service window dealing directly with customers, has been unswervingly promoting warm service with smiles and honoring every promise with hard work and sweat. With the support of leaders at all levels, we will keep pace with the times and improve service measures, carry out image engineering activities with the theme of "Everyone is an image and everyone is a window", deepen the connotation of banking services, enhance service functions and expand service areas. Whether it is reception, consultation, accepting complaints, etc. We serve warmly and exchange our enthusiasm, care and patience for customers' peace of mind, peace of mind and comfort. Shorten the psychological distance with customers with sincere smiles, and win the trust of customers with meticulous work. In service, we pay attention to treat people with sincerity and affection. "There are no wrong customers, only wrong service" is our motto. As we know, civilized service needs to have the mind to bear grievances and the patience to explain. Only by injecting true feelings can we really do this.
I remember the famous writer Bing Xin's famous saying: "With love, there is everything." Yes, because of our love for finance, we work hard and do our duty wholeheartedly, and turn this sense of responsibility into eternal dedication. Because of our care for customers, we are enthusiastic, patient and considerate, and turn this care into thoughtful and meticulous service! Friends, let's smile because of love. Let's feel the charm of a smile in service, and hold up the brilliant clear sky of financial career in a smile!