The first rule of doing a good job in customer service
Leaders and colleagues: Hello!
This is xXX from the customer service department of XX city. What is the theme of my speech? The customer is in my heart? .
There was basically no rest during the long vacation, and I was busy on the street and in various customer stores. I serve, I contribute, I am happy! Because I saw the happy expression of consumers and the smile of retailers counting money; Because I also presented a modest gift for the 60th birthday of the motherland!
I am a customer service staff. In the past year, whenever I open my work notebook in the dead of night and recall the scene of communicating with customers, I will feel excited. I deeply feel that customers are so full and happy in my heart!
Company is a tree, customer is the root, and service is the foundation. The customer is successful, the company can be successful and the brand image of Yichun Tobacco can be established. The account manager not only conveys cigarettes, but also cares about customers. ? Customer-centric? The purpose, we should always remember!
The customer is in my heart, so I insist? People-oriented? Treat customers as friends and achieve humanized service. Not only smile more, but also be enthusiastic, not only publicize policies and regulations, but also listen to their words, think about what customers think and worry about what customers are anxious about. In the process of daily visits, actively understand customers, including their personal interests, hobbies, important anniversaries, etc. In order to better communicate with retailers and send holiday wishes in time. When retailers have difficulties, we can try our best to solve them for customers.
In my opinion, customers should be considerate services that reflect the whole process and differentiation. Careful investigation and study is a basic skill and an important basis for quality service. Learn as much as possible about customers' retail format, business scale, inventory, demand quantity, law-abiding status, etc., and provide classified services to enhance the pertinence and effectiveness of services, including providing customers with business information, assisting customers to draw up sales plans, sorting out inventory, guiding customers to change their business philosophy, adjusting brand structure, and striving to provide customers with more alternative sources of goods to help them improve their economic benefits.
In my heart, customers should strengthen their experience, study hard, learn from teachers with an open mind and strive to improve their service skills. It is a systematic project from ordering service and supply information to complaint consultation and new customer training, from network technology proficiency to the art of communicating with customers, from pre-sales service, in-sales service to after-sales service, from marketing to psychology. As a recruit, it is a long way to go to improve his quality in an all-round way.
Looking back on the course of the past year, from strangeness and anxiety to liking and getting familiar, every step can not be separated from the care, cultivation and patient guidance of leaders and colleagues. Customers are in my heart, and so are leading colleagues!
Customers are in my heart, which is responsibility and efficiency! I will make unremitting efforts, be dedicated, diligent and law-abiding, and strive to become a qualified account manager!
Thank you!
Do a good job in customer service speech 2
Good afternoon, leaders and guests!
The topic of my speech today is responsibility, attitude and service? "Achieving the Future" Under the great environment of abundant talents and fierce market competition, a beautiful blueprint for the future and the foundation for the long-term development of an enterprise should be inseparable from our sense of responsibility, work attitude and service consciousness. Do you agree?
Responsibility is responsibility, constraint, motivation and charm. Listen to a short story first. A person goes to a company to apply for a job. After talking, the boss felt that the man was not suitable for the job in their company. Therefore, he said goodbye to the man politely. When the man stood up from the chair, his finger was accidentally scratched by a nail jumping out of the chair. So he picked up the paperweight on the boss's desk, smashed the nail that jumped out and said goodbye to the boss. But at this moment, the boss suddenly changed his mind and left the man. Afterwards, the boss said:? I know he may not be suitable for our company in business, but I really admire his sense of responsibility. I'm sure I'll feel comfortable handing over the company to such a person. ? Perhaps, this simple behavior will surprise many people, but it is this sense of responsibility to deal with problems that is the prerequisite for this candidate to get a job.
Thus, the sense of responsibility is a habitual behavior, but also a very important quality, which is necessary for an excellent employee. Responsibility is extremely important to a person. It is the driving force for us to realize our promise and the capital for us to gain respect and establish noble personality. If responsibility is the first condition for a person to achieve the future, then attitude will be the right-hand man to achieve the future. In front of work, attitude determines everything. There is no unimportant job, only people who don't pay attention to their work. Different attitudes make different lives, and what kind of attitude will produce what kind of behavior, thus determining different results. Listen to another story: three workers are building a wall. Someone came over and asked them, What are you doing? The first man looked up and said with a wry smile. Don't you see? Build a wall! I am carrying those heavy stones. This is really tiring! The second man looked up and said with a wry smile, we are building a tall building. But this job is really not easy. ......
The third man said with a happy smile. We are building a new city. The building we are building now will become one of the landmark buildings of the city in the future! It's really exciting to think about participating in such a project. ? Ten years later, the first man is still building a wall; The second man became an engineer, sitting in the office drawing drawings; The third person is the boss of the first two people. It can be seen that a person's work attitude reflects his attitude towards life, and his attitude towards life determines his achievements in life. Everyone has a different work track, and some people become the mainstay of the unit and realize their own value; Some people have been doing nothing; Some people are full of complaints and always think they are different, but in the end they get nothing. As we all know, except for a few geniuses, most people have almost the same talent. So, what makes us and determines us? I guess that's it? Attitude? !
Talking about the completion of the right-hand man in the future, it is essential, all for customers, and the right-hand man to establish a sense of service!
If you were a drop of water, would you moisten an inch of land? If you were a ray of sunshine, would you light up the darkness? If you are a grain, have you ever given birth to useful life? If you were the smallest screw, would you stick to your post forever? No matter what position you are in, no matter what job you are engaged in, you should exert your greatest energy and make the greatest contribution, and establish a sense of service from the ideological level. Comprehensive and high-quality service is not only the work of each of us, but also an art that needs investment and input. In the work, we don't just finish the work mechanically, but adopt the method of empathy, study our work with users' psychology, change the service concept and enhance the company image. We must adhere to a scientific and rigorous attitude, put ourselves in the user's shoes, and strive to achieve an optimal balance between project cost and quality. If you meet the user's requirements that violate the engineering specifications and principles, you should patiently explain and refuse. We must not be careless and indifferent to the requirements put forward by users, which is irresponsible to users and irresponsible to enterprises. At the same time, every return visit to the project is a supervision and spur to our work. In view of the existing problems, we will deal with them in strict accordance with the company system within the specified time and give users a satisfactory answer. Only in this way can we win more customers for our enterprises and stand out among many power construction units.
Looking to the future, the journey is long. While we realize the value of everyone, our tomorrow is looming. Dear friends, brothers fighting together, show our responsibility, straighten our attitude, improve our service consciousness and contribute to the steady development of the company!
Make a speech on customer service (Part III)
Hello, leaders and partners!
Today, the topic of my speech is "Be kind and do good". China Life has a widely circulated advertising slogan: Kind-hearted, good at doing things. My understanding of this sentence is that kindness is the quality of China's life-saving spirit, and being good at doing things is the embodiment of China's life-saving quality service.
Quality service, to some extent, its essence lies in: no matter how ripe plums are, you will see a bright smile. Service is the eternal theme and life of an enterprise, employees are the carrier of service, and customer satisfaction is the only standard of service. The service in place can make customers feel a sense of satisfaction of being cared for and respected. While being cared for and respected, customers give us respect and trust in return. How to provide the best service to customers, I think we should do two things:
The first point: What does the service come from? Heart? Here we go. This one? Heart? Represents the concept and mentality of service. The concept comes first in service, which should be established first? Customer is the lifeline of the enterprise? Values, release? Are you satisfied as a customer? This goal is our service concept. Secondly, the mentality, there is a psychology? The golden rule? Treat others as you want them to treat you. So? Service? There is another one? The golden rule? Serve others as you want them to serve you! And what is the most important quality that quality service should contain? Virtue? , dribs and drabs of service, in fact, all through? Virtue? . Zhuangzi said that a person needs more than just having? Ever? And then what? Beg? , the premise is to have? De? We should measure our virtues not only in our work, but also in our life. We should know that service is not only to receive customers and deal with their problems, but more importantly, it represents an inclusive and empathy mentality. This is the kindness in my heart.
The second point: smile lights up the service. For the service industry, the most important thing is smiling service. Smile is a kind of strength. In today's fierce market competition, in order to win more customers, quality service is very important, and a heartfelt smile is the key. Speaking of smile service promoting the development of service, there is an allusion that Hilton Hotel in the United States has been particularly successful in smile service, and they have an overriding business philosophy, that is, the smile on the waiter's face of Hilton Hotel will always be the sunshine of passengers. ? The happiest thing for the founder, Hilton Sr., is to fly to Hilton chain stores around the world to inspect the work. And all employees know that the first sentence he asks you is always the famous saying:? Did you smile at the guests today? This is the power of a smile. There is an old saying in China called? Smell their lips before they smile? In fact, in a sense, smile itself is a language. Smile service itself is the basic job responsibility and content of front-line service personnel, and it also embodies the cultural connotation of the company and the mental outlook of employees, and is a brand displayed to the public. This is good at doing things.
Smile in your heart and serve the line. Have virtue in your heart and do things well. My speech is over, thank you.