Speech on Quality Service 1 Dear leaders, colleagues and judges,
Hello everyone! First of all, I want to thank you for your trust and support, and thank you for giving me the opportunity to give this speech. 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 front desk is the service window of CCB, and we will directly show the image of CCB. However, our work can't always be sunny. Customers will inevitably scold and make things difficult for us because they are not satisfied with CCB's services. 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 CCB services; Only by serving attentively can the service industry remain invincible in the fierce competition.
We often say that the customer is God. 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 Leaders, distinguished guests and colleagues:
Good Morning, everyone! I'm Zhang Yanhua, the flight attendant of Longhua Team.
It's a great honor to speak as the representative of seed Team of Longgang Public Transport Quality Service.
In the eyes of most people, the job of a flight attendant is simply to collect money and sell tickets. But after five years of flight attendant work, I deeply feel that the job of flight attendant is actually to bring safe and comfortable carriage service to passengers. Every day, only when the last passenger leaves my carriage with satisfaction, will I proudly say: I have completed the mission of this day. I know very well that we are not a single individual on the bus, but we represent the service image of the whole Longgang bus, the whole bus group and the whole Shenzhen bus industry!
After the selection and training of the company, I am fortunate to be a seed player with high quality service, which makes me very proud. Thanks to the company for bringing us such an opportunity and platform, so that we can fully show the elegance of Longgang bus attendants. The reason why we can become seed members of quality service is not only because we are proficient in basic business skills, but also because we can strictly abide by the professional ethics of public transport, and more because we have a sincere heart to serve passengers!
Such an honor is not only an incentive for us, but also a spur. It represents the recognition of our past work, and it also means putting forward higher requirements for our future work. Therefore, in the future work, we should strictly demand ourselves with the standard of high-quality service for seed players, do our job dutifully and strive to become an excellent flight attendant. At the same time, we are also disseminators of quality services. We should use practical actions to infect and drive the stewardess sisters around us towards the goal of quality service, so that the seeds of quality service can take root and grow sturdily in the fertile soil of Longgang bus, and let quality service blossom everywhere in the whole bus industry in Shenzhen!
Although the work of flight attendants is ordinary, please believe that through our unremitting efforts, we will make extraordinary career in this ordinary post. We will repay the passengers and society with sincere and smiling quality service, so that every passenger who takes our Longgang bus can truly feel the quality service of "satisfied peers"; Make due contributions to build a high-quality bus service brand in Longgang and improve the service quality of the whole industry!
Speech on Quality Service 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 4 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 group of the marketing department of Wuyishan Power Supply Co., Ltd. Today, the topic of my speech is "I smile for your smile".
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. During the year of power market rectification and quality service organized by State Grid Corporation, our company formulated a series of systems and measures to fulfill its commitments internally. 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 directly dealing with customers, our marketing department has been unswervingly implementing the service of power supply commitment system 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 the goals of once entering the door, once looking for someone, once paying fees and once closing. 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. 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. 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's mood calmed down. He not only paid off all the expenses, but also moved to take 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 20xx, people-oriented spirit and popular support have been advocated all over the country. 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 power supply enterprises in China are increasing day by day. The requirement for service is not only face to face, 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 the 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, truly embodying the "quality 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 the 20th 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 5 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 20xx, people-oriented spirit and popular support have been advocated all over the country. 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 the 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, truly embodying the "quality 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!
Speech on Quality Service Dear leading comrades,
Hello everyone! The topic of my speech today is: gather together, dedicate, and write a new chapter in serving economic development.
There is such a branch office, there is no luxurious office space, and the office conditions are superior. On the contrary, it is ordinary, frugal and even humble. But it is such a branch that stands out from the departments stationed by several county-level bureaus in the town and has made remarkable achievements. This branch is the pier branch located at the southernmost tip of Ganyu County. Dunshang Branch won the title of Municipal Civilized Industrial and Commercial Office for many years in a row, and was rated as a quality service unit by Dunshang Town People's Government for many times. In the mass evaluation for three consecutive years, the satisfaction degree of Dunshang was 100%.
So, what kind of methods can such a sub-bureau achieve such results? Let's spend some time in this group and join it. You will find that this group is United and friendly and full of humanistic care. It is a group that keeps learning and is brave in innovation. It is also a conscientious group. As a sub-bureau, it has extraordinary cohesion, centripetal force and innovation. As every staff member of the branch office, he has an extraordinary sense of belonging to the branch office. They take what they do as their home, take it as their pride, take innovative service as their responsibility, and take passionate dedication as their goal. Here, this is no longer a slogan, an agitation, which has been subtly transformed into enthusiasm for work and enthusiasm for innovation in years of work.
Life will not always be smooth sailing, there will always be wind, rain, sadness and pain. It is such a sub-bureau, United and friendly, full of humanistic care. It can always lend a helping hand to every staff member when they are in danger, frustrated and sad, and provide them with a harbor to comfort their hearts. Comrades in the branch sent greetings in time when the staff members were sick, cared for them in time when their relatives were sick, and offered deep comfort in time when their relatives died. At this time, the branch is the strong backing of every staff member and the harbor of every injured heart. Share pain, share happiness, life is not only pain and sadness, but also sunshine and happiness. When employees of the branch meet happy events such as entering a higher school, wedding, marriage, etc., the branch also sends deep blessings to let happiness infect everyone, which is the collective wish. Love is not taking, but a kind of dedication, which is infectious and can be passed down. It is such a group that has been busy donating property in the snow and ice disaster in the south and the Sichuan earthquake disaster in 2008. Therefore, such a collective is full of fraternity and humanistic care.
Because of the different family background and knowledge level, everyone's work ability and work enthusiasm are also different. How to mobilize the enthusiasm and initiative of each staff member is an inevitable problem for each department. After years of exploration and practice, a set of feasible and effective working and learning methods has gradually formed in such a group. The sub-bureau has continuously improved the professional ability of staff by means of centralized learning, mutual exchange, mutual assistance teaching and special guidance, and successfully completed the construction goal of building compound industrial and commercial talents. Since 2006, more than 10 people have achieved excellent results in business competitions organized by industrial and commercial departments in cities and counties, and have been praised many times. Within the jurisdiction of the sub-bureau, an illegal act was investigated and corrected together; One complaint was implemented. Those who violate the law are educated and those whose interests are damaged are compensated. A series of rights protection measures have won unanimous praise from people from all walks of life. A banner sent by the masses is the best affirmation of the collective work of the sub-bureau.
If industry and commerce is a thriving tree, then the vast number of enterprises and individual industrial and commercial households are the soil that provides broad impetus for this cause. Without the support of the broad masses, no cause can go further. The leaders of the sub-bureau realized this, combined with the industrial and commercial transformation in time, built the requirements of harmonious industry and commerce, and effectively changed their working ideas and methods. In 2008 and 2009, the branch launched the red flag window service, opened up a green channel for registration, and served enterprises and foreign investors in time. In 2009, the sub-bureau carried out annual inspection for the vast number of individual industrial and commercial households by means of door-to-door service, which facilitated the masses and won unanimous praise from them. In order to support local economic development, on the basis of investigation and communication with various government departments, the sub-bureau promoted the establishment of Dunshang loach breeding association and Luoyang shrimp breeding association, and registered a number of farmers' professional cooperatives, which greatly improved the ability of relevant dealers to resist market risks. The formulation of a series of measures to serve the people has achieved a great leap from charging industry and commerce to serving industry and commerce.
New development contains new opportunities, and new opportunities will also face new challenges. Under the influence of the global economic crisis, the sub-bureau adjusted in time according to the national policies, and under the guidance of the higher authorities, it constantly explored new measures to serve the people and contributed its own light and heat to the sound and rapid development of the local economy. I believe that with the efforts of these United, friendly and enterprising sub-bureaus, our industrial and commercial services will certainly create a more brilliant tomorrow.
Thank you all.