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Selected articles on personal year-end summary of mall employees 1 According to the annual work target of safety production and the work requirements of the higher-level fire department, combined with the actual situation of our mall, the fire control work is incorporated into the construction of the comprehensive prevention and control system of public security in the mall, and the fire safety work is carefully organized to create the characteristics of fire safety work in the mall. The annual fire safety work is summarized as follows:
First, strengthen publicity and education, so that the fire control work is deeply rooted in the hearts of the people.
The mall held a fire protection knowledge publicity activity: the activity used banners, publicity columns, picture books and on-site publicity of fire safety knowledge; Conduct operation training and emergency evacuation drills for fire fighting equipment; Won the support and affirmation of the masses. The mall also built five large-scale rolling publicity light boxes on fire protection knowledge, and the fire safety publicity was deeply rooted in the hearts of the people. The shopping mall has complete fire-fighting equipment, adequate fire-fighting preparation and enhanced emergency response capability.
Three, the mall fire equipment is complete, fully prepared for fire fighting.
The shopping mall is responsible for the supervision and maintenance of fire-fighting equipment, regularly checking whether the fire-fighting equipment is in good condition and effective, and whether there is any phenomenon that the fire-fighting equipment is occupied, damaged, buried or lost, and rectifying in time when problems are found. The shopping mall has also won a batch of fire-fighting equipment. In case of fire danger, firefighters can rush to the scene to put out the fire at the first time and nip the fire in the bud. Standardize fire management in shopping malls, implement safety responsibilities and strengthen daily work.
Fourth, standardize fire management in shopping malls and implement safety responsibilities.
Improve the daily management of shopping mall fire protection, and formulate a series of work systems such as shopping mall fire responsibility, shopping mall fire protection system and shopping mall fire protection regulations. Implement fire safety work to people. It constitutes a work situation in which one person pays attention to safety and all levels pay attention to safety. Strengthen the daily inspection system and report problems in time. Check, record and implement every month, report and rectify fire safety hazards in time. There is no dead angle in the investigation of potential safety hazards, and problems found shall be reported and solved in time.
Five, to carry out special actions to rectify fire safety hazards.
Special rectification work was carried out on the debris in the corridor. The fire hazards such as sundries blocked in the corridor were cleaned up, and the surrounding fire hazards were eliminated.
Our shopping mall has done some work in fire safety, and achieved necessary results, which has been affirmed by superiors. We should make persistent efforts, innovate in ideas and methods, keep pace with the times, make unremitting efforts in safety work, master the work and take the initiative to make this work more solid, effective and better.
Since the beginning of this year, the company manager's office has continued to pay equal attention to business development and housekeeping management, and achieved a management mode of * * *, leading all customer service personnel to forge ahead in unity. Customer service management has achieved certain results and customer service level has been fundamentally improved. By carrying out centralized and unified customer service activities, the company further integrated service resources, promoted the change from policy-centered service to customer-centered service, continuously improved service level, created customer value, and actively assumed social responsibilities, which laid a solid foundation for the company's sustainable operation. The customer service department closely focuses on the company's overall development goals, and at the same time makes good service innovation, which is reflected in the following aspects.
First, in terms of system construction, we will continue to strengthen the basic management of customer service and further improve relevant management systems.
1, mainly from the "internal quality, external image", through paying close attention to the quality of personnel in various positions of the company, further improve customer satisfaction and establish a good external image of the company.
An excellent team must have a service team with excellent quality and technology. Since the beginning of this year, our department has focused on improving the system, and continuously increased the service assessment by increasing the implementation of the system to further improve the comprehensive quality of customer service personnel.
In view of the nonstandard service etiquette of some tellers in our company, the customer service department of our company pays great attention to the service norms of all customer service personnel, and has done some intensive training for customer service personnel from the aspects of strengthening service awareness and service implementation standards, and strengthened on-site supervision and assessment, on-site inspection and on-site guidance, and punished them accordingly. Through a series of measures, the counter staff has increased the standardization of operation and greatly improved the implementation of service etiquette, which has also laid a good foundation for our company to continuously improve its service level.
In X month of _ _ _ _, the Head Office held a national qualification examination for counter personnel, and all the staff of our department took part in it. X people passed the examination, and the holding rate was _ _%. The national systematic examination for counter personnel has strengthened the professional knowledge learning of customer service personnel and improved the service quality of customer service departments.
Two, strengthen the study of business system, establish the concept of implementation, to ensure the comprehensive and effective implementation of the system.
In order to further strengthen the implementation of the company's business management system and provide a strong guarantee for business development from the system, the customer service department carefully sorted out and collected some documents and systems selected by branches that need customer service personnel to strengthen their study, and formulated a work study plan to strengthen the implementation of the business management system. According to the study plan, regularly organize customer service staff to study related business management comprehensively and systematically through centralized study and self-study, and require all participants to take study notes carefully, conduct tests and write learning experiences. According to the test and inspection, all relevant posts are required to write rectification reports. From its own point of view, it has established a strong sense of risk, ensured the comprehensive and effective development of this work, and effectively improved the consciousness of following the system and operating in compliance with the law.
Third, service-oriented, promote sales, and combine daily business processing with service work.
According to the document spirit of the superior company, our company has launched a _ _ service plan for all customers. The purpose is to close the relationship between the company and customers, further improve customer satisfaction and establish a good external image of the company by holding customer service activities. In order to effectively carry out the activities, the company set up leading groups and working groups, and strengthened the publicity of this work, and implemented and effectively implemented all related work one by one according to the activity organization and publicity plan. Improve service quality, enhance customer loyalty, further improve the company's service level, fully safeguard customer rights and interests, and establish a good social image of the company. And through a series of high-quality services such as door-to-door delivery, it provides a good foundation for the salesman's exhibition work, and also plays a good communication role in strengthening the business cooperation between our company and the agency. The holding of this activity not only enhanced the customer relationship and the brand awareness of the company, but also injected new vitality into consolidating and driving business growth.
Four, starting from the service itself, "all for customers", and constantly innovate the service content.
1, actively cooperate with the branch to do VIP customer work.
In order to further build the company's VIP customer service system and provide value-added services for VIP customers, the branch launched an activity to provide preferential services to VIP customers in the whole region. Through the development of this activity, it has played a good role in establishing the company's good social image and enhanced the company's popularity to a certain extent.
2. The company's claims department has made the "door-to-door delivery of claims" work more detailed and updated, actively paved the way for the expansion of student insurance business, and continued to pay attention to some more influential cases in society, which truly reflected the company's humanized claims service.
Busy work, both achievements and shortcomings, while making a good summary, we should continue to improve. Now, combined with the gap in _ _ years, we will make the following arrangements on how to improve our work:
(1) Pay close attention to the implementation and execution of various business management-related documents issued by branches, continue to do a good job in training the professional knowledge and skills of customer service personnel, especially newcomers, and improve the overall comprehensive quality of service personnel.
In view of the objective reasons for the personnel adjustment in the customer service department this year, the new employees in the customer service department lack professional knowledge and business skills. In _ _ _ _, our department will continue to take various ways and means to conduct regular and irregular training for the employees under its jurisdiction. Starting from our own work, we will conduct special training on relevant job skills, strengthen the professional ethics education of the employees under our jurisdiction, organize targeted training on business knowledge and service etiquette, timely convey and learn the business management documents issued by the branch company, and truly understand its operation essentials. Through training, the company will realize a comprehensive teller system and better serve customers.
(II) Cooperate with the company's three sales channels of group insurance, intermediary and individual insurance to carry out various business competitions, better provide strong business support and backup guarantee for business development, actively cooperate with the company's three sales channels of group insurance, intermediary and individual insurance to carry out various business competitions, and fully promote the sustained and healthy development of the company's business.
(3) Service-oriented, promoting sales, closely combining daily business processing and service work, and fully interpreting the connotation of _ _ service.
1. Cooperate with the implementation plan of the bank-mail transfer charge and transfer payment project implemented by the branch in the whole region to ensure the smooth implementation of this project.
2. Ensure the smooth progress of Liang Hong due payment, insurance transfer and bank and postal transfer payment. At the same time, in order to increase the activity of sales staff, tap and accumulate customers, effectively integrate customer resources, do a good job in the secondary development of customers, and strive to promote the guarantee, lay the foundation for a good start in _ _ _, further improve the company's service quality and enhance customers' satisfaction with the company.
3. Further strengthen counter management, create a good learning atmosphere, organize training and self-study, establish systematic training courses, and encourage employees to continuously improve their comprehensive quality.
In a word, the development thinking of customer service department next year will be based on strengthening the construction of customer service team, focusing on strengthening the quality assessment of counter service, backed by personnel management methods and based on education and training, actively promoting the standardization of counter workplaces, constantly innovating service methods, establishing scientific, perfect and strict quality management methods and supervision and assessment mechanisms, improving customer satisfaction, improving counter operation ability, preventing operational risks, and establishing a warm and sincere service image of China Life Insurance, so as to make counters.
Customer service is a long-term job. How to be invincible in the fierce service competition? Not one person can do it overnight, but all the work of every department in the company. Everyone is a key link in the company's customer service chain. We can only combine the development of customer service activities with daily business processing and service work.
_ _ service needs the full interpretation of every customer service staff, and good customer relationship needs the promotion of every employee. Customer satisfaction and the promotion of China Life brand awareness and image will be the responsibility and pride of each of us!
I remember an expert in actual combat training once said, "If you do simple things repeatedly, you are an expert; Do repetitive things happily, and you are home. " Customer service is a long-term and complicated comprehensive work. Our department will require the employees under its jurisdiction to constantly improve their service awareness in their daily work, create an atmosphere of full service to customers, turn simple work into something not simple, and realize a win-win situation for customers, companies and themselves.
Personal year-end summary of mall employees 3 As a web artist, in addition to the necessary software such as Three Musketeers and ps, you need to be proficient in using html and have a preliminary understanding of asp or php and jsp.
To express certain artistic effects, especially medical websites, visual effects are very important. A successful website should design attractive pages and convey design ideas and emotions at the same time. As a kind of media, web pages must have certain artistic appeal. A bland, unorganized or unattractive web page is hard for visitors to like, let alone browse its content.
1 to achieve different functions:
On the network information expressway, the main function of web pages is the means of transmitting information. Therefore, all its contents serve this purpose. We should design around this center. Then, to realize this function, the artistic design and content of the web page must be targeted. The so-called pertinence means that different types of web pages require different artistic effects.
2. Web page content:
Web designers beautify web pages and increase the artistic sense of web design, all of which serve the content of web design. Generally speaking, a web page has several basic contents: title, website logo, main content, navigation, advertising column and so on.
3. Determine the style of the website:
The websites or special topics of the plastic surgery industry are generally beauty lovers. The age is about 20~45 years old. For this group, page design is romantic and artistic.
Personal year-end summary of mall employees 4 Time flies, and a year has passed. Over the past year, under the cordial care and guidance of leaders at all levels of the company, with the joint efforts of all team members and the unity and cooperation of all departments, the security department has earnestly implemented "safety first" around the overall goal of market safety production standardization and in accordance with the requirements of "four-star civilized standardized market". The policy of comprehensive management of production safety has always adhered to the working route of "prevention and treatment by groups" and "combination of civil air defense technology and prevention", actively carried out fire safety prevention work in the market, maintained good public order in the market, and successfully completed various safety and security tasks of the company. Over the past year, the work of the security department has basically entered a formal stage, with a good development trend, which has been greatly improved compared with the previous year. However, in practical work, shortcomings are inevitable. While standardizing departmental standardization, we also deeply found the shortcomings in our work. The work of the past year is summarized as follows:
First, fire safety.
Market security is the most basic guarantee for market operation, which is closely related to market development. Fire safety is an important part of market safety, and fire control work is the focus of the company from beginning to end. In order to do a good job in fire control and reassure the company leaders, our department has formulated a series of work plans and safety emergency plans according to the fire control policy of "prevention first, combining prevention with elimination". Check all fire-fighting equipment and facilities every day, and solve problems in time to ensure the qualified rate and normal operation ability of the equipment.
1, hidden trouble investigation.
Under the guidance of company leaders and with the cooperation of relevant departments, we will carry out mass prevention and treatment to ensure market safety. Focus on monitoring key areas and key parts. Designate a special person to strictly implement the fire inspection system every two hours and the daily fire inspection month system. In the whole year, 279 cases of various fire safety hazards were investigated, including 144 cases in which the lights were not turned off, a decrease of 16 cases over the previous year, 68 cases in which the doors were not locked, an increase of 22 cases over the previous year, an excessive crack of 18 cases, a decrease of 25 cases over the previous year, and 49 cases in which the clothes were not collected, an increase of 29 cases over the previous year.
Strengthen tobacco control in the market, investigate and deal with 2 1 cases of illegal smoking throughout the year, including 9 cases of smoking by merchants and 12 cases of smoking by decoration workers, a decrease of 1 1 cases compared with the previous year, and send a reminder to the marketing department for punishment, and only collect a fine of 400 yuan. Led by the general manager's office, the three departments jointly investigated hidden dangers twice, * * * investigated hidden dangers 138, and all of them were rectified until they passed the re-inspection, thus ensuring the fire safety in the market. In the investigation of other potential safety hazards, * * * investigated and dealt with 5 potential safety hazards in major client units, and issued 3 rectification sheets for potential safety hazards, 37 fire extinguishers with insufficient pressure and 2 emergency lights for failures. Follow up and rectify all hidden dangers until they are eliminated. There was no fire (including attempted fire) throughout the year, and the fire safety production target set last year-the fire accident rate was zero.
2. Decoration supervision.
Implement supervision in strict accordance with the relevant provisions of the Fire Protection Law, and put an end to the use of flammable materials or three-no products. Strictly control the construction unit to enter the site, and those who do not have the decoration qualification or relevant operation certificate shall not enter the site for construction. To meet the requirements of the decoration company or individual, the implementation of registration, unified management, put an end to unlicensed decoration behavior. By the end of 20 years, the security department had approved 65,438+044 renovation projects, and 65,438+044 projects were qualified. Leave 275 batches of electricity for decoration and do a good job in decoration supervision; 9 hot work approval. On June X, the decoration approval was handed over to the marketing department for implementation, and the security department, as always, did a good job in decoration supervision to ensure market safety.
3. Facilities and equipment.
The security department has always attached importance to the management of fire-fighting facilities and equipment, and checked the integrity of fire-fighting facilities and equipment every day. Due to the backwardness and age of fire fighting infrastructure and equipment, many fire fighting facilities and equipment have problems, which affect their normal use. The Security Department shall contact the maintenance unit for maintenance in time. In the past year, * * * manually replaced 1 1 smoke detector, 1 control module and a fire hydrant. Maintain fire-fighting facilities and equipment regularly every month, and conduct annual inspection on fire-fighting facilities and equipment regularly every year. Through the maintenance, repair and replacement of fire-fighting facilities and equipment, the construction of fire-fighting infrastructure and equipment can be improved, the standardization of safety production can be better realized, and the normal operation of automatic fire-fighting facilities and equipment in the market can be ensured.
4. Software construction.
According to the household registration management system of the fire brigade, the construction of the "four major capabilities" of the market is regularly checked and corrected every month, and the electronic entry system of key fire units is updated every day. Strengthen the publicity of fire protection knowledge in the market in combination with the fire protection theme month activities; Various fire signs, exit signs, fire stickers and no-smoking signs have been added. Over the past year, * * * has replaced 275 fire-fighting stickers and 40 safety warning stickers, and conducted five batches of fire-fighting knowledge training, benefiting more than 680 employees or merchants. Fire fighting and emergency evacuation drills were conducted twice, involving all employees and most merchants.
Second, public security prevention.
In terms of anti-theft, the department has also formulated a series of countermeasures. In addition to strengthening the patrol frequency of the market, we also make full use of the broadcasting system and various warm tips to remind merchants and customers to take strict precautions in time. In addition, all players are required to pay attention to it ideologically and always tighten the string of "safety". Thanks to the concerted efforts of all players in Qi Xin, no major theft cases occurred in the past year. There were 2 * * * fights in the whole year, a decrease of 2 cases over the previous year; There were 38 alarms1and cases10/0/,a decrease of 70 cases 16% compared with the previous year. The number of cases decreased by 27 cases, down by 2 1%. The number has decreased, but it is not optimistic on the whole, which is far from the requirements of public security prevention in the previous year, and the work plan at the beginning of the year has not been completed.
In response to emergencies, the security department has formulated a detailed emergency plan to strengthen the public security prevention of the trade city. Over the past year, * * * has effectively prevented or alerted more than 30 social security cases, such as fighting, alcoholism, and trouble-making. Ensure the good business order of the four-star civilized market in the trade city.
In view of the natural disastrous weather, the security department has formulated an emergency plan for typhoon prevention and flood control, so as to familiarize all shift employees with the response procedures, so that when the disastrous weather comes, they can respond effectively in time and minimize the loss of natural disasters. According to the characteristics of the building structure of the trade city, the water leakage in the department store during the flood season is serious, so all security guards should be prepared. In case of danger, they can fight floods and rescue in the first time to ensure that the property of merchants is not lost. Over the past year, * * * has eliminated various dangers for many times, and the excellent rescue has won the recognition of the company's leaders and the high appreciation of merchants, which has improved the service satisfaction of the trade city.
Third, vehicle management.
Trade City is a large-scale comprehensive market in Xiasha Development Zone, located in a prime location, with many people and vehicles. The limited parking space is difficult to meet the needs of many vehicles, which brings great pressure to our parking management. Vehicle management has always been a major problem in the daily work of the security department, but the security department has always regarded vehicle management as a major event, arranged special personnel to guide vehicle evacuation, rationally deployed posts, and ensured that the East Gate, Southwest Square and North Passage were unimpeded.
1, strictly in accordance with the vehicle access management regulations, control the vehicles in the venue to ensure the orderly parking lot and smooth fire exits.
2. Strengthen the training of guiding gestures and language for security personnel.
3. A registration system shall be implemented for foreign dangerous goods vehicles entering and leaving the country. Dangerous goods vehicles shall enter the country for more than 80 times throughout the year, and each entry shall be registered and tracked. Unloading trucks enter the site almost every day, and the unloading area is designated in the north passage, and no traffic accidents occur throughout the year.
4. Strictly implement the registration system for foreign workers and construction workers, especially those who enter the site at night, check their entry and exit documents in time, do a good job in registration inspection in strict accordance with the requirements of safety regulations, and handle and solve problems in time when found.
Fourth, education and training.
In order to build a high-quality security team and serve the vast number of business households in the market, the security department has formulated a strict management system, regularly organizing team members to study, introverted quality and external image. Through daily pre-class training and weekly intensive training, the overall quality of the players can be improved. Require civilized duty and smiling service.
1. According to the safety training plan formulated at the beginning of the year, the security department conducts special training for security guards with reference to industry norms, focusing on training management quality, service awareness, polite hospitality, professional skills, fire control knowledge and emergency analysis. Through explanation, comments and communication, security guards have different degrees of understanding and improvement in their ideological understanding and daily work.
2. Conduct on-the-job training for security guards according to the monthly plan, and do a good job in training front-line security posts. Through training, the overall ideological quality, service attitude and business skills of security guards have been improved.
3, ideological work is the lifeline of all work, according to the actual situation of the security department, guide security personnel to keep pace with the times, improve their quality and change their concepts. Educate security personnel to have a sense of urgency, self-motivation and spirit. Only by setting an example can we make continuous progress, show our value in daily market management and service work, and feel the joy of life.
4. In combination with the standardization of production safety, pre-job training and departmental training shall be conducted for new employees to ensure that the training rate of new employees is 100% and the qualified rate is 100%. Market dispute
Our market is located in a prime location, with a wide variety of market operations, a large flow of people every day and many market disputes. To this end, the department specially organizes team members to exchange ideas, learn from each other and learn management methods. In line with the principle of "roll with the punches, roll with the punches", no matter what the reason, we should convince both parties first, then inquire about the situation carefully, define the responsibilities, and try our best to make both parties reach an agreement. If it can't be handled, immediately report it to the marketing department or relevant departments for handling, and participate in handling more than 100 market disputes throughout the year, striving for fairness and justice and satisfying merchants and customers. Effectively reflect the good shopping atmosphere of the four-star civilized market.
In a word, over the past year, the Security Department has been paying unremitting attention to market management, operating in strict accordance with the company's requirements, emphasizing safety, efficiency and standards, and achieving no major safety accidents throughout the year. Although some achievements have been made, there are still many shortcomings that need to be improved and perfected. To sum up, there are the following points:
1, the quality of new recruits is uneven and the service awareness is insufficient. Although the department has implemented three-level job training this year, some new players have failed to fulfill their responsibilities and services are not in place. At this point, the department did not provide timely supplementary education for new employees on concepts and service standards.
2. For the problems found in the daily management of the department, the management is not thorough and the treatment is not comprehensive, which leads to various problems in the daily work of the department, and the rectification measures are insufficient and the intensity is not enough.
3. Fire protection work still needs to be intensified, and the construction of fire protection infrastructure and the maintenance and updating of fire protection facilities and equipment should be gradually improved.
Theft cases are still on the high side, and the negative impact on merchants and customers is hard to eliminate.
5. Lack of tobacco control management, smoking in the market is still serious.
Summarize the past, look forward to the future, rectify the shortcomings, and set the service improvement goal of the security department in the new year, so as to facilitate the all-round development of the security department in the coming year. I believe that under the correct guidance of the company leaders and the joint efforts of all the team members, the security work of the trade city will definitely reach a new level. The following are the priorities of the Department of Security in the coming year:
1, continue to strengthen the ideological education and quality education of players, pay attention to the influence of corporate culture, and enhance the overall image of players.
2. Work closely with the company, and carry out the work of the department in a planned and step-by-step manner in combination with the actual situation of the department, with a plan, implementation, tracking and record. Make the management of the department achieve the standardization of safety production and safety production.
3. We will continue to strengthen fire safety management. In the new year, all fire-fighting facilities and equipment in the market will be thoroughly investigated for hidden dangers, old fire hoses will be replaced as a whole, smoke detectors will be inspected one by one, and automatic fire-fighting systems will be overhauled to ensure trouble-free operation of the automatic fire-fighting systems.
4. Sign a monitoring system maintenance contract to ensure the efficient and normal operation of the equipment, and prepare to upgrade the equipment.
5. Strengthen the anti-theft management and crackdown, and strive to achieve the goal of the company's safe production responsibility system in 20__.
In a blink of an eye, five years have passed and a new year has begun. As an assistant of Aiku counter in a department store, I will now summarize my work and state my experience as follows. I hope you can give me guidance and advice.
After working in a department store for several months, I learned a lot from my work and learned to use my own mind to expand my language deficiency. There is also an understanding that as a salesperson, if you want to improve your sales ability, you have to work harder than others. The following is what I learned from my work.
In the process of sales, salespeople play an incomparable role, and it is very important for salespeople to master sales skills. First of all, pay attention to the recommended buying skills. In addition to showing and explaining the product (Aiku: brand of shoes) to customers, salespeople should also recommend this product to customers to arouse their interest in buying.
As a salesperson, you can't recommend products casually. You should have confidence when recommending them. Because only if you have confidence in yourself can you make customers trust the products they need. It also taught me that it is not as simple as recommendation. Also learn to match the characteristics of goods. Each product has different characteristics and different prices. Such as function, design and quality. When recommending to customers, we should emphasize its different characteristics. While recommending, we should also pay attention to the other party's reaction to the product, so as to promote sales in time.
Different customers have different purchasing psychology. The same price is compared with quality, and the same price is compared. It is necessary to vary from person to person, and truly let the customer's psychology transition from "comparison" to "belief", and finally the sales will be successful. It is a very important link in the sales process to make customers have the belief of buying in a very short time.
Always maintain the quality that a salesperson should have. Be customer-centered, because only when customers are satisfied can things be sold, and quality and attitude also determine whether you will attract repeat customers. Everyone wants to buy it happily and use it with confidence. You must make customers happy and willing to buy your products.
The above is my experience in my work. In the future, I will make a good work plan, sum up the shortcomings in my work in time, and strive to make the business of Aiku counter the best.
As an employee of the department store's Aiku counter, I deeply felt the vigorous situation of the department store. The spirit of struggle and progress of people in department stores.
Finally, I wish the department store more prosperity in the new year.