Service star deeds materials
Qian X male Han X 65438+ party member, born on August 26th, 0983, is currently the conductor of Guangzhou X Team. Since he joined the railway work, this comrade has worked hard and actively, and is the production backbone of the team. Unite with comrades in life, take care of the overall situation, care about the honor of the masses, and have high prestige in the team. Won the honorary title of Duan advanced worker. In the activity of "serving passengers and striving for excellence", Comrade Qian xx was awarded the title of "Red Flag Carriage" for many times and was the service star of the team. The deeds of Comrade Qian xx are now reported as follows:
Comrade Qian xx is a soft sleeper flight attendant. As we all know, soft sleeper passengers have higher comprehensive quality and higher requirements for the service and sanitary environment in the carriage. Comrade Qian xx is meticulous in his work and won the praise of passengers with his excellent service.
Due to the long line and many construction sections of Guangzhou Line, trains are often delayed. On one occasion, Ji Guang Group's train t 180 was delayed for three hours due to power failure. The four passengers in the soft sleeper car where Comrade Qian xx is located are all very excited. Upon inquiry, it was learned that the four passengers came from Guangzhou to Qingdao, Shandong Province to attend the wedding of their loved ones, and had already purchased the high-speed train tickets from Jinan to Qingdao that night. Because the t 180 train is late, they can't catch the high-speed train in Qingdao, which is more likely to affect their participation in the wedding of their loved ones the next day. Comrade Qian xx explained them carefully, served them well and greeted them. Water supply again and again; The back-to-back cleaning moved four passengers. By consulting the train timetable, he found that there was a train to Qingdao at 0: 52, which was the earliest train to Qingdao. The four passengers were very happy and shook hands with Qian xx and said, "We understand that the train was delayed beyond the control of your conductor. It's wrong for us to lose our temper with you without knowing the reason. Your attitude is very good, and we are very touched. Thank you for your help and concern all the way. " After arriving at Jinan Station, Comrade Qian xx sent them to the waiting room again, and it was already past four o'clock in the morning when they got home.
It is through these little things that Comrade Qian xx interprets the service concept of "taking service as the purpose and treating passengers as relatives" and makes passengers feel comfortable and happy in their journey life with his words and deeds.
Service star deeds materials (2):
Zhang Weiling: Customer satisfaction is my greatest pursuit!
My name is Zhang Weiling. In September 2009, I came to the mobile company with childishness. With a dream for the future and a vision for the mobile company, I became a shop assistant of the mobile company and began to know more about the mobile company. My work goal is "to be the best salesman".
Practice hard and improve your skills.
I have always believed that constantly strengthening the study of mobile communication business and mastering all kinds of business knowledge is the premise of bringing quality services. Therefore, I don't miss any learning opportunities at ordinary times. Mastering the operation method of Chinese mobile phone is to expect me to solve the problem for the customer in the shortest time when I meet the customer consultation at the front desk. In my usual work, I collect all kinds of information on the mobile platform to deal with business methods and what solutions should be taken when the business can't be used normally. I made up a mobile phone book. In case of emergency, customers can solve problems for users in time. I have always believed that every customer who comes to the business hall should solve problems for users in the shortest time. Don't let customers wait, let alone make several trips. If the customer doesn't bring his ID card or password, he should inform the user to adopt the information processing method to avoid the situation that the user runs back and forth. Every user's time is precious. If he is a businessman, he may be able to achieve something these days; If he were a doctor, he might be able to save many patients these days; If he were a teacher, he might have taught his students a lot of new knowledge during these times. In short, buying time for users is also one of her goals. Time is precious. If I can get a minute for every customer through my usual efforts, my contribution to society is immeasurable. Therefore, under this kind of motivation, I will work harder to strengthen my business knowledge.
Unlimited service, meticulous as silk
It is my duty to serve you, and your satisfaction is my greatest honor. We take this commitment as the pursuit goal and implement it in every link. With pragmatic style and service, customers can truly feel the service concept of China Mobile and create extraordinary achievements in ordinary posts. For the weak customers such as the deaf, the elderly and the illiterate, we must explain it several times in theory, teach them how to use the business in operation, remind them of the monthly consumption focus of ordinary customers, and choose a more suitable package for them, so that customers can feel that our service is "zero distance" in the process of business handling and establish a trust relationship.
Difficult customers, patient communication.
"I am not afraid of customer nitpicking, and I am afraid that the service is not in place. Only when the service is in the customer's mind can we truly achieve 100% customer satisfaction. "In the front desk work, it is inevitable to meet customers who will complain. She adopts a calm communication method to deal with such customers. One day in June 5438+ 10, 2009, a user angrily ran into the business hall, dropped his mobile phone and shouted, "Mobile companies only know how to cheat money and run mobile phone newspapers. I received it for a few days and never received it again. I want to close my account. "At this time, when she saw the user's dissatisfied expression, she immediately calmed the customer's emotions and asked the customer to wait for a while to find out the reason, and the user would be satisfied. When did you receive the opened mobile phone newspaper? Have you changed your mobile phone these days? Customers answer one by one, first check whether GPRS on the system is normal and eliminate it; Then query whether the business is saved or excluded; Later, I switched to my own mobile phone and successfully sent a multimedia message. We found the problem, and then failed to switch to the user's mobile phone to send MMS. We continue to check the user's mobile phone settings. If there is something wrong with the settings, we will call back the correct mobile phone settings to guide users to recall whether the mobile phone was set or changed. The user said it might be because he changed his mobile phone and didn't receive it. At this time, users know that it is a problem with their mobile phone settings and has nothing to do with the mobile company. She was worried that the problem had not been really solved, so she left her contact information. If she still doesn't get it, she can call for advice. After the user returns, he sends a short message in the evening, saying that he has received the mobile phone normally.
Report and apologize for losing your temper in the business hall. Since then, this user has become a frequent visitor to our store, but he is no longer an angry customer. Instead, it has become a customer who has actively requested the opening of various activities. If he has any problems, it is polite for us to help him have a look, and then he will leave contentedly and never look at him angrily again. At this moment, he has completely trusted the mobile company. Sometimes it is actually a happy thing to patiently solve seemingly contradictory things. As long as we really communicate and handle it, a bridge of trust will be built between China Mobile and all users!
Service star deeds materials (3):
In the ordinary work every day, she is strict with herself everywhere and always maintains a selfless dedication and sincere and enthusiastic heart to serve customers. On 20 13 and 20 14, Mi Fang performed well and won the title of "excellent employee" of the provincial bank and "marketing expert" of the branch. Her business organization won the title of "Advanced Mass" in 20 12, 20 13 and 20 14 for three consecutive years.
Service is not only an art, but also a skill. To be an excellent lobby manager, excellent employees in shopping malls need advanced deeds and enthusiasm for customer service, but more importantly, they need to master excellent business skills and rich professional knowledge. In order to continuously improve his business level and better serve every customer, Mi Fang pays attention to careful observation in his daily work, tries to absorb and learn from the advanced experience of his colleagues, especially for some business problems, and tries to solve them by inviting customers once. At work, she studies hard to be familiar with banking knowledge, business skills, customer psychology, financial market and banking regulations, and integrates them into practical work, which is her full preparation for quality service.
Mifang understands that in order to gain the trust of customers at work, besides excellent business potential, it also needs a good sense of service. Take the initiative to think from the customer's standpoint, grasp the customer's psychology, and put patience and meticulousness into the work. One day, an old lady who came to report the loss came to the outlet. Here comes the problem. The account she wants to report the loss of the password is not her own, but her son's. According to the requirements of banking business, the loss reporting business needs to be handled by myself. After telling her, the grandmother was emotional and tearful, saying that my son had a sudden cerebral hemorrhage and had just escaped the critical period, but his memory was damaged and he couldn't remember the password. The hospital urgently needed money. What should I do? At this time, Mi Fang told her grandmother that CCB would bring you door-to-door service specifically for this problem, and we would handle it for you as soon as possible after verifying the situation. After the business was successfully accepted, grandma was full of gratitude and came to thank her many times. In the past few years' work, Mi Fang has brought her clients 100 the advanced deeds of the top ten young candidates who have served on site more than once. Whether it is the customer's online banking problem, the use of POS machines, or the verification of this agency business similar to Grandma's, every time, she can impress customers with sincerity and win their recognition.
Sincerely serve every detail of the present work. As a lobby manager, you often need to find customers' dissatisfaction at the first time, understand the situation and solve problems for customers. Once, a person who made an appointment to withdraw cash came to withdraw cash early in the morning, but the cash was usually delivered at noon, which could not meet the customer's requirements immediately. The man was tough and rude, saying that he was in a hurry and wanted to get it at once. But there is no cash, and everyone is confused. At this time, Mi Fang came forward to appease and told the man not to worry. Although we don't have it, we still have many ways out. We must help him solve the problem. After the man calmed down, he waited in the waiting hall. Mi Fang began to contact other outlets and chat with the man, expressing his understanding of his anxiety. As the year is approaching, everyone's time is precious. The man was embarrassed and said that he was really sorry just now. He did wait for money at the construction site. Finally, the man went to the contact outlet to withdraw cash, and said thank you to Mi Fang when he left. There are many similar things at work, although they are trivial, but if they are not handled properly, they may lead to complaints. Mi Fang was once afraid of customers' cold eyes, and was deeply saddened and wronged by customers' dissatisfaction and misunderstanding, but she was finally able to turn these into the driving force for progress and growth, and she was very happy because she really solved customers' problems.
Banking seems ordinary, but it is not easy to do it well. In this excellent service team, Mi Fang always stays awake and enthusiastic, always adheres to "customer-oriented" and constantly improves her service awareness, skills and level. Under her encouragement and leadership, all the staff of Yongchang Road Sub-branch will make greater contributions to the brilliant future of the bank.
In view of the increasingly market-oriented situation in the financial sector, CCB Head Office has launched "three comprehensive" services in a timely manner, hoping to win market recognition and seize the development opportunity of the financial market, so as to enhance our competitive advantage in the same industry, which has far-reaching practical and strategic significance for comprehensively expanding our business. This will have a profound impact on a newcomer who has been in the business for two years.
20 13 graduated from university, joined my club and became a member of my club. At present, he is engaged in the work of comprehensive teller and lobby manager. In just two years, I have changed from a newcomer to a professional banker and an excellent CCB person.
From the moment I joined the bank, I strictly followed the service concept of customer first and paying attention to details. In my daily work, I expect that I can solve problems for customers and make my due contribution to the development of CCB. When I entered the business, I was organized to be a part-time lobby manager of a comprehensive teller. I know the position of lobby manager is more challenging. In the past two years, I have been learning our traditional business and new business knowledge from the company's advanced deeds, asking my colleagues for advice and taking notes carefully. Arrive at the branch office at the earliest every morning, check whether the publicity materials are put in order, whether the tables and chairs in the hall are put in order, and carefully arrange and discharge anything that is wrong. After all the arrangements are made, the day's work officially begins. When customers enter the business hall, I will take the initiative to meet them, enthusiastically ask them what business they are doing, and lead them to the counter or customer wealth management center to do business; In the case of many customers and queues in the business hall, I will carefully understand the different business needs of customers, effectively guide and divert customers, and meet the business needs of customers at the first time. Through two years of continuous learning, my business skills and service skills have been continuously improved, which has won unanimous praise from customers and colleagues.
"Customer first, attention to detail" is the service concept that CCB has been practicing, and the purpose of service is to satisfy customers. Perhaps because of my good memory, I always accurately address my customers who come to our bank for business, which is equivalent to giving them a clever and effective compliment. Therefore, customers are more willing to do business in our bank. When the customer was asked why he went to our bank for business, he changed his mind and said, "It is very intimate to do business in Dongxing Road, because we feel at home and very comfortable." A compliment from a customer is the highest affirmation and compliment to me. In two years of actual combat, the customer's evaluation and praise have become the driving force for my continuous progress and the advanced deeds and materials of senior technicians. Standardized service mode, standardized operation process and risk-free operation standard have always been my persistent learning goals. In the process of getting closer and closer to the goal, I will use the "five hearts" to serve customers, that is, care, patience, care, care and intimacy. Care about the personal and property safety of customers, patiently listen to customers' demands, communicate with customers attentively, carefully discover customers' potential needs, and handle a business for customers intimately, so as to make customers feel at ease and happy. In the past two years, I won the recognition and praise of all comrades in the industry with zero business errors and zero complaints, and was honored to be selected as an excellent employee by the provincial branch.
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