The new year has begun again, and it has been in xxx for several years before I know it. After several years of study and exercise, the domestic industry has given me the hope and dream of life. Looking back on yesterday, at that time, life was like a lost bird, and I didn't know where to go. Due to the pressure of life, I have to form an indissoluble bond with the domestic industry. As a result, I also like this industry.
For a rural girl who has never traveled far, "If you don't go to school, it means that you will never have a chance to get ahead in your life", not to mention your ideal. You never thought that you would come to work in the capital of your motherland.
I was 19 years old that year. Just after the Spring Festival, I was thinking about where I should work. My good friend called me and said that she was introduced to Beijing and asked me to go with her. I imagine that we have no education and no work experience. What will we do in Beijing? However, I still want to know the situation. When I got home, I saw two aunts who had worked in Beijing for several years. It seems that they are almost 50 years old. I think they are so old, what else can they do in Beijing? Could they be liars? They told me that I could work and study there. As soon as I heard such a good thing, I asked nothing more.
The next day, we said goodbye to our hometown and set foot on the road to Beijing. Carsick, I followed my fellow villagers to Beijing in a daze, and the manager personally met us at the station. Sitting on the bus, I saw the tall buildings outside the window and sighed, Beijing is so prosperous! Will we work in this city in the future? What are you doing here? I keep asking myself questions. Thinking about it, I heard the manager say, "Here we are, get off." Then we came to a residence with her, and when we saw the words "xx housekeeping" written at the door, I knew we were going to be "nannies", and I began to hesitate. After entering the room, the manager warmly greeted us to wash, eat and rest. In the afternoon, she told us what is housekeeping? How to do housekeeping? How can we do it better? After the manager's patient explanation, I have a preliminary understanding of housekeeping. Soon I entered the client's house. I feel uncomfortable after working in housekeeping for less than two days. I don't think I can do it. I'm not fit to do housework. I cried and asked the customer to send me back to the company, but under the persuasion of the company and customers, I decided to stick to it for a while and have a look. Through my own efforts and persistence, I gradually adapted to the work of domestic service. Under the guidance and encouragement of the company's teachers, it finally won the affirmation and praise of customers.
The next year, the company manager thought I had done a good job, so he decided to let me stay in the company, help with some odd jobs and help her with some management work. At first, I thought it was simple. I'm just answering the phone. There's nothing to learn. But in fact, when I was asked to communicate with customers, I wouldn't say anything. I don't know what to say. The manager patiently taught me how to communicate with customers, how to communicate with domestic workers, and communication and speaking skills. When the manager talks with the customer in the future, I will listen attentively and learn modestly. Soon I mastered the basic methods and felt that I could communicate with customers, so I worked day after day. Once, the manager went out and a customer came. I am so nervous that I don't know how to communicate with him. Then he asked me many questions. Because I am inexperienced and unskilled in business, my answer made the customer very dissatisfied and the customer left unhappily. After the customer left, I was very unhappy, because my work ability and business experience were insufficient, which made the company lose a customer. This incident touched me a lot, and I secretly made up my mind to study hard and improve my business level. Thanks to continuous efforts, I have been able to finish all the daily work independently now.
Due to business needs, the manager specially invited someone familiar with computers to teach me, which greatly improved my computer level. I can now independently complete the computer technology related to the company's business. But I am still far from the development of business and the requirements of the company. I will work harder to strengthen my computer study in the future.
Looking back on yesterday, I was still a rural girl who didn't know anything, and look at me today. In the past few years, I have learned a lot of knowledge, which has benefited me for life. No matter what kind of customers you face in the future, you lose your original fear and gain more confidence. I will never flinch in front of customers and society. No matter what occupation you are engaged in, as long as you have perseverance and perseverance, there is nothing you can't do. I am honored to work in xxx housekeeping company.
Finally, I sincerely wish: xxx housekeeping company will grow stronger and more brilliant!
Service Speech 2 Dear leaders and colleagues:
Good afternoon everyone! I'm Shi from luntai county Branch. The topic of my speech is: service is the eternal theme of banks!
When I came home from work, my mother told me in a chat that she had gone to the supermarket, and the young man in front pushed open the heavy door until she entered. Mother thanked him, and the man said, my mother is about your age. I just hope someone can open the door for her at this time. When I heard that, my heart warmed up. I just hope ... at this moment ... someone can ... remind me a lot. ...
Dear colleagues, we will give our seats to the grandparents of strangers on the bus, because we hope that grandparents can also be given their seats at this time. At work, we will provide customers with satisfactory services, because we hope that when we are customers, others can also provide us with satisfactory services.
The first window of postal savings bank service is the outlet, and the outlet service is transformed in the hall, and it is the teller who supports the success or failure of the hall. As tellers, we are busy with daily affairs every day and often think about how to finish the work without making mistakes. Have you ever thought about what kind of service I need if I am a customer?
Dear colleagues, who has thought about this topic, please don't raise your hand? (Interactive) It seems that everyone has thought it over.
If I am a customer of the Postal Savings Bank, I hope that when I walk into the Postal Savings Bank, the bank staff can look at me with a smile and say to me: Hello, comrade, what business do you need to handle? When you leave, say to me: Welcome to come often or please go. Maybe I didn't reciprocate or just nodded, but I will thank you in my heart and leave a deep impression in my mind: the employees of the Postal Savings Bank are polite and of high quality; The management of the Postal Savings Bank is first-class and strict.
If I am a customer of the Postal Savings Bank, please don't give me a cold face. I don't like to hear that I'm sorry. This is the regulation of our Postal Savings Bank, because it will make me feel that I have violated the discipline of the Postal Savings Bank and am entangled here. On the contrary, if you explain flexibly and persuade gently, I will understand the difficulty of your work. if ......
Dear colleagues, if I can ask more questions in my daily work, what kind of service do I need if I am a customer? I think we will have fewer disputes with our customers and our customers will be more satisfied with us.
On a busy working day, an old lady in her sixties saw her looking around at the counter and staring at every employee in the counter with inquiring eyes. Finally, her eyes stayed on me. I smiled and asked, Hello, Aunt, what business do you want to handle? Aunt whispered, girl, how much interest can you earn by saving? I smiled and said, auntie, the interest on time deposits is high, but the interest on current deposits is relatively low. You see, if your money is widely used, it will survive. If ... I patiently answered them one by one, to my surprise, when I wanted to handle the deposit business for it, my aunt said, ah, I was just asking. Suddenly, I felt very disappointed, but I still smiled and said: Never mind, Aunt, if you don't understand anything, just ask. Welcome to the Postal Savings Bank for business. Aunt walked away with a smile. Unexpectedly, more than an hour later, the old lady came again. This time, she brought 30,000 yuan to handle the one-year fixed deposit business. After finishing the business, the old lady smiled and said to me: Your service attitude is good, thank you!
After listening to my aunt's words, I have an indescribable sense of accomplishment.
Facing customers, a knowing smile, a warm greeting, a sincere blessing and a patient explanation are trivial things that can't be ordinary, but they seem like the warmth of three winters, which makes customers feel like a spring breeze and makes us achieve great success. Giving away words is better than pearls and jade. From that day on, I firmly remember the word customer in my mind, because I know that customers are the object of our service and service is the soul of our work.
Dear colleagues, the three-foot counter of the bank does not have the beautiful image on the T-stage or the popularity of stars, but we enjoy it: whenever we see the sweaty farmers in front of the counter, we show sincere trust; Whenever a picky depositor completes his savings, he sincerely says thank you; Whenever we meet that familiar face and give warm greetings, our hearts will feel infinite relief.
Here, I want to thank the bank leaders for giving me the opportunity to walk to this stage from the three-foot counter; Thank you to every customer of the Postal Savings Bank. You created the opportunity for me to sit on this three-foot counter; It is you who let me find an infinite sense of accomplishment in my work; You made me feel that although I am ordinary, I am by no means mediocre.
Thank you, dear customers and friends. Please believe that the Postal Savings Bank will carry out quality service to the end, because service is the eternal theme of China Postal Savings Bank!
Thank you!
Service Speech 3 Dear teachers:
(used when meeting in the afternoon) Good afternoon.
In order to improve the quality of nursing in an all-round way and bring more care and quality service to every patient, the nursing department of our hospital launched a 100-day "five hearts" quality nursing service competition. All nursing staff in endocrinology department carried out nursing work according to the standard of "five-heart service" of "warm reception, careful nursing, careful treatment, patient explanation and modest advice", and achieved gratifying results in this competition, which was widely praised by patients.
On the basis of firmly establishing the consciousness of "five hearts" service, endocrinology nurses take "eight voices in front of the door" as the specific code of conduct. According to the special physiological and psychological characteristics of patients in endocrinology department, the unique "five hearts" service was carried out, which created a harmonious nurse-patient relationship and improved patients' satisfaction with nursing work. The nursing of diabetic patients attaches great importance to personality.
Spring is the frequent season of diabetic foot, and more and more patients need to change their medicine, which makes the busy daily nursing work even harder. It's 1 1 o'clock after the routine nursing work in the morning, and the nurse in charge Peng is preparing to change the medicine for an old man. She gently uncovered the dressing, and the patient's severely infected toes gave off a stench, which made people dizzy. The old man said shyly, "I didn't expect to get two blisters after wearing leather shoes for a day, and one foot was rotten and smelly." Teacher Peng quickly comforted him and said, "It doesn't matter. Diabetes recovery needs a process. In order to protect your feet, you need to wear loose and breathable cloth shoes. "In a pleasant conversation, Mr. Peng skillfully cleaned the wound, removed necrotic tissue and placed drainage strips for the patients, and every detail was meticulous, and finally the last dressing was attached. Looking at the sweat oozing from Mr. Peng's forehead, the old man said with emotion: "The nurses here not only have good skills and good attitude, but also patiently explain and teach me a lot of knowledge!"
In addition to the pain caused by diabetic foot, diabetes is a lifelong disease that cannot be cured at present, and various complications seriously affect the quality of life of patients. The quality of disease control of patients does not depend entirely on the medical level and dosage of doctors, but more on the close cooperation and self-management of patients. In order to improve the self-management level of patients, reduce the probability of complications and help patients adapt to the lifestyle changes brought about by diseases. Endocrinology department has carried out various forms of diabetes education activities.
Under the leadership of the head nurse, Deng is in charge of nurses, and takes advantage of weekend breaks to carry out diabetes education. The purpose of "five-heart service" runs through the characteristic diabetes education in our department, explaining many aspects of self-care knowledge such as diet control, outdoor therapy and blood sugar monitoring for diabetic patients. In the course of diabetes understanding, nurse Liu Xiurong is patiently explaining how to inject insulin correctly. The patient kept asking questions. "From the preservation of insulin to the location and method of injection", Mr. Liu always patiently explained it over and over again. In order to help patients master the correct method of injecting insulin, Mr. Liu personally demonstrated that the needle was pierced into the skin. Through detailed explanation and vivid demonstration, the patients finally mastered the correct injection method.
In carrying out the "Five Hearts Service" activity, all the nursing staff in endocrinology department not only take care of and treat patients' physical pain, but also patiently explain and impart various self-care knowledge, and also strive for family support and social care for patients.
Last year's Lantern Festival, all patients in stable condition took time off to go home for reunion, and the ward seemed a little deserted. Suddenly, a familiar figure staggered towards the nurse station. When you take a closer look, it turns out to be an old patient in endocrinology, Zhao. Nurse Xiao Yang hurried forward, took the burden in one hand and held her trembling body in the other. The nurse on duty enthusiastically arranged the inpatient room for Zhao An. Upon inquiry, Zhao's mother-in-law was very worried about her son and daughter because they were both ill in hospital. It is precisely because there is no one to take care of her at home that her illness has worsened. This Lantern Festival, 80-year-old Zhao feels desolate and lonely. After learning about this situation, everyone is anxious to find a way for Zhao Popo. After many twists and turns, they finally contacted her mother-in-law's original work unit and her relatives and friends, and successfully solved the medical expenses and nursing problems during the illness of the elderly. Mother-in-law Zhao excitedly said to other patients: "The hospital is like my home, and doctors and nurses are all my relatives!" Seeing that her locked brows finally spread, her condition improved day by day, and all the nursing staff were sincerely happy for her.
In endocrinology department, there are many patients like mother-in-law Zhao who feel the angel love and family care of nursing staff. We will continue to carry out nursing work according to the standard of "five-hearted service", inherit the spirit of Nightingale, burn ourselves like candles and illuminate others.
Service Speech 4 Dear xx:
Living in this world, one has to face a choice every moment, whether to choose hardship or happiness, generosity or meanness, fortitude or cowardice. These choices constitute the entity of our life. Looking back on yesterday, I will always cherish my choice as a shop assistant. I remember when I was at school, I wrote in my diary: "The harder the place is, the more I can exercise my will and feel a sense of accomplishment." That's what I said, but after I came to work in Quanfuyuan, the hardships of work and the monotony of life were unexpected.
Basically, it is a posture for more than ten hours every day. In the face of countless customers, the hard work is self-evident. After work every day, I feel really tired when I lie down in bed and don't want to move. In the face of all this, I have wavered. Is my youth going to be busy in a busy supermarket? Shouldn't my life have as much free time as other girls? After a day's work, my bones are falling apart and I don't even want to eat in bed. At this time, kind and simple sisters bought food for me, teased me with a smile and looked at their tired bodies and amiable faces. I am very touched. Yes, although the work in the shopping mall is monotonous, our life is colorful; Although most of the customers in front of us don't know each other, the sincere feelings between people are real. So I pulled myself together again, adhered to the tenet that customers are God, worked hard every day, took pride in fatigue and took pleasure in pain, all of which sublimated my thoughts. From then on, I realized that the monotony and hardship of work is no longer a burden, but a necessity of our life. In the ordinary position of shop assistant, ordinary you, me and him can also create a wonderful sky.
People should be like this, no matter how ordinary the work is, how heavy the burden on their shoulders and how heavy the steps are, they should go on step by step until forever. People's life can't always be smooth sailing, and difficulties and setbacks are still with us. The flowing water is blocked to form beautiful waves, and life is more magnificent and colorful because of setbacks. This is what we do when we are in trouble. We fell down and got up again, recording our journey with failure. This is the real hero. Later, I gradually realized that my post is not only the place where I perform my duties, but also the stage where I dedicate my love to my customers. So I cheer myself up every day: no matter how wronged I am, I can't let my customers suffer a little injustice; No matter what kind of face the customer faces me, I will always be a smiling face to the customer. Life is like a mirror. When you smile at it, it will smile back at you. When I see customers smiling at me, and when my work performance is affirmed by the leaders, I feel a kind of joy and pride that I have never felt before: I am dedicating my love to the society in this way. Love is our common language! Facing the new opportunities and challenges, I want to set a higher goal-"to be the best salesperson in the industry"! The best salespeople are business elites with high moral character, sincerity, love, responsibility, excellent professional quality and leading professional skills! This requires us to insist that commitment is golden, persist in diligence and enterprising, and persist in learning and innovation. We know that a single flower is not spring, but a hundred flowers are spring. We are all excellent salespeople of Quanfuyuan. Let's improve our competitiveness with more advanced marketing concepts, more professional marketing skills and better service. Only in this way can Quanfuyuan develop steadily, healthily and continuously in a strong market, and create wealth and value for society and employees. I am convinced that Xidan Shopping Mall will bravely and confidently face the future challenges with scientific management mechanism, excellent corporate culture, good products and brand-new services! Our team will also face thousands of customers with the most professional, efficient and sincere service! Let's work together, share the fate with Quanfuyuan, and jointly build a "brilliant Xidan Shopping Mall".
Laugh, everyone will. Can you smile? Do you smile in your work and life? Touching people doesn't have to be infected with tears. Sometimes, a smile can touch others. Smiling can touch your god, and smiling can produce social and economic benefits.
"Did you smile at the customer today?" Smile and do something for the passengers, so that the passengers are moved by your heartfelt smile. Smiling, without spending a penny, has created many unexpected effects. Smiling is human nature, and it is the sincere expression of the heart. It makes the receiver rich, but not the giver poor. He was born in a flash, but he left an eternal memory. It not only narrows the psychological distance, but also reaches the ladder of emotional communication.
Smile, face your customers, how to improve the success of the negotiation, just smile. Smiling is the logistics support for victory, and it is a method with the least investment, the greatest effect and the multiplier effect. Only those who love life, customers and work can always keep and have that kind of elegant and quiet smile.
The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. It is a sincere smile, not a flattering smile; It is a heartfelt smile, not a sarcastic ridicule; It's a light smile, not a dry smile. A person can have no assets, but as long as he has confidence and a smile, he has the hope of success.
Smile is a kind of strength. In today's fierce marketing competition, if you want to occupy a place, high-quality service is essential. And a heartfelt smile is the key. When it comes to smile service to promote the development of service, there is nothing more successful than Hilton Hotel in America. "The smile on the waiter's face of Hilton Hotel will always belong to the sunshine of passengers." Under the guidance of this overriding business policy, Hilton Hotel has grown from one hotel to more than 265,438+00 in less than 90 years, covering major cities on five continents, with annual profits reaching hundreds of millions of dollars. The capital has increased from 5000 dollars at the beginning to tens of billions of dollars. The happiest thing for old Hilton before his death was to fly to Hilton hotel chains around the world to inspect the work. But all employees know that the first sentence he asks you is always the famous saying: "Did you smile at the guests today?"
Smile is a kind of comfort, it can be "a smile is worth a thousand dollars" to others. If this kind of smile is naturally combined with friendly, enthusiastic eyes and well-trained manners, it is actually a "delicious food" praised by others. When others see you, they will know that you are ready to help and serve others. There is an old saying in China that "the lips and teeth are fragrant". In fact, in a sense, smile itself is a language, or an additive of language.
Smiling service can make guests feel at home. "Smile at all the guests in the world, and be satisfied at my home". People who keep smiling and serving are welcome everywhere, and everyone likes to deal with them. Smile to praise others and let them feel your sincerity, smile to criticize others and let them feel your kindness, smile to reject others and let them understand your difficulties. Employees who don't know how to smile make customers stay away. In this way, the advantages and disadvantages of service work and the level of economic benefits are naturally distinct.
Smiling is the best courtesy and respect to customers, and it is also the most basic performance.
Service Speech 5 Dear xx:
With the continuous improvement of social civilization, 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." Employees in all walks of life urgently need to master standardized etiquette and enhance their image in order to better grasp their social roles.
When people meet each other, the first impression is often formed 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 because of the psychological reasons we know or don't know, 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 yearn for 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, which gives patients hope for life and 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 put our heart and soul into our work, but others don't understand and cooperate, the smile gradually disappears 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 the patient, negative emotions begin to appear in our hearts, so that we can't really think about the patient, and the contradiction between nurse and patient is easy to appear. 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 cheerful personality, happy attitude towards life and 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 and create a warm and harmonious atmosphere for in-depth 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. The good spiritual civilization of the hospital needs the joint efforts of every medical staff and patient to maintain. Nurses are polite and know etiquette in nursing activities, which will undoubtedly play an important role in the spiritual civilization construction of the whole hospital. Smiling reflects their inner openness, kindness and friendliness, and is not hypocritical. It makes people naturally relax in communication and unconsciously shortens the psychological distance.
From now on, give yourself a smile when you look in the mirror in the morning. 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 greet the patients and their families with a smile. You will find that your heart is full of happiness, and a happy day has begun.
Service Speech 6 Dear leaders and colleagues:
Good afternoon everyone! My name is XXX, and I am currently the office director of XXX Branch of XXX Bank. Today, I am very happy to stand here and share with you my feelings about quality and civilized service. The competition in the financial industry is not only the competition of reputation, but also the competition of service. Whoever has a good reputation and good service can better meet the needs of customers and occupy more markets. As a service industry, banks are based on services. Only by constantly enhancing service awareness, changing service concepts and strengthening service measures can we improve the quality and civilized service level.
After the relocation and transformation of Dongcheng Sub-branch, the hardware facilities have been greatly improved, but I deeply realize that development must rely on personalized, family-friendly and characteristic services to impress customers, seize customers and consolidate customers. In the branch, I have always stressed the importance of service, constantly summing up experience and finding out the shortcomings. I often say to employees: "Service is a rational commodity, service is productivity, service is benefit, service can't keep up, and even the best customers can't stay." To this end, we require all employees to always grasp the main line of "service" to carry out their work. Constantly learn new knowledge and skills, carry out on-the-job training activities, and see who has high efficiency and low error rate. Find out the gaps, make up for the shortcomings, and show that you can repay customers with solid service skills. At the same time, at work, we pay attention to using "family-friendly" service means to contact customers. As soon as customers step into the door of the office, we rely on our high-quality service to influence and infect them, so that new customers can become loyal customers, old customers can become hardcore customers, and customers can return with satisfaction.
Once, a customer withdrew money from our bank and put 5000 yuan on the counter. Found that the chased car had gone far. Back to work, I quickly checked the customer information and called him with my mobile phone. The customer was very excited after learning about it, and insisted on giving me 500 yuan as a thank you. I politely declined. This customer treats us as relatives, and the balance exceeds 6.5438+0.5 million yuan. Things like this are common in our branch. Therefore, our bank enjoys a high reputation among its customers. It is also because of the trust and understanding of customers that our business can develop rapidly.
At work, in order to improve the quality of service, we strictly require ourselves to come early and come back early every day. In the process of service, we insist on using civilized language, receive every customer actively, positively and enthusiastically, and show "customer-centered" with our enthusiasm. 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 the sub-branch.
Let's join hands, treat every customer with warm service, and create a brilliant tomorrow for Xuchang Dewey Rural Commercial Bank with blood! Thank you again for giving me this opportunity. My speech is over! Thank you.