Regarding the speech on service industry 1 "Time waits for no one, and those who are diligent will be rewarded by heaven", great changes have taken place in the internal and external environment, clients, management mode and management system of our company in the course of ten years. From a single highly idealized enterprise value form to a diversified and balanced enterprise value concept serving the country, society, enterprises and employees. From the promotion and technical cooperation services of the single xxxx anti-counterfeiting tax control system, the development pattern of the anti-counterfeiting tax control system is gradually formed, supplemented by relevant computer software, engaged in the research and development of computer software and related electronic equipment in the fields of electronic tax declaration, enterprise management modernization, financial computerization, and the integration of computer network systems, technical consultation and services. Facing the complicated internal and external environment and the global financial crisis, the company is still developing healthily and has made many gratifying achievements.
Today's glory is undoubtedly due to our efforts yesterday, and "excellent service" is the lifeblood of our growth.
If the enterprise is a big tree, then the quality service is nourishing and moisture, which supplies the growth of the big tree;
If the enterprise is a knight-errant, then quality service is a sword in the hands of a knight-errant, and it is invincible in all rivers and lakes.
As we all know, customers are the source of enterprise life, and enterprises must provide high-quality services to meet the requirements and wishes of existing and new internal customers and external customers. "The customer is the life fountain of the enterprise", and the enterprise cannot survive without customers. Only with good service can we get customers and win reputation for enterprises, products and operations.
The bounden duty of an enterprise is to provide good products and services. According to the previous standards, the manufacturing industry provides products and the service industry provides services. However, an obvious trend in today's world development is the mixing of manufacturing and service industries. This kind of mixing is first manifested in the fact that enterprises provide both products and services. Starting from 1994, Fortune magazine no longer selects industrial enterprises and service enterprises separately, but selects them together.
But in any case, service consciousness is a key to the survival of enterprises. Don't give up the service unless you want to give up the customer. Service is sacred and magical, and quality and service are the life of an enterprise. If we integrate quality and service into our products, we will gain great vitality and an infinitely broad market, and win the favor of customers all over the world.
Service is a beautiful and noble thing. Service embodies the equality between enterprises and customers. It embodies the win-win relationship of equality and cooperation. Enthusiasm for service comes from rational respect for customers. Because the survival and development of enterprises come from exchange. It is the customers who exchange their own money for the products and services of the enterprise, and the service is a complete process. The bounden duty of an enterprise is to provide good products and services, and service is not only the process of product sales, but also the process of feeding back users' opinions to the enterprise. The customer's demand is the service content of the enterprise, and the product must have a market. At the same time, we must improve products, improve quality or develop new products in time according to the new market demand. Customer demand is often a powerful driving force for the continuous development and renewal of enterprises.
Therefore, don't simply position service as after-sales service of products. To win customers, services are everywhere. We should pay close attention to customers' psychology, design and improve our products and provide our services according to customers' psychological changes. Enterprise's service to customers should be endless and ubiquitous.
"Consciousness determines mentality, and consciousness guides behavior. Only by fully recognizing the value and connotation of service and having a good sense of service and mentality can we talk about quality service behavior. " Quality service is inseparable from the initiative of the service provider. For service providers, "asking me to serve" is easy to do, but "asking me to serve" is not an easy task. These are two different working attitudes. The former is passive and the latter is active.
The former makes the service lack motivation and enthusiasm, while the latter makes the service full of vitality and passion;
The former has no spontaneous service spirit, but only does things within the scope of duties, and the service providers themselves limit their own development space. The latter changes passive service into active service, which brings high-quality service and makes customers satisfied, thus establishing a beautiful corporate image. The latter has a team spirit and a collective consciousness, and thinks that as a member of the collective, it represents the collective image and has the obligation to shape a better corporate image. We should learn the spirit of active service, the service spirit of well-known enterprises at home and abroad, infect the coming "customers" with our sincerity and enthusiasm, and win the support and trust of "customers", thus embodying the "humanization" of our work. When service becomes a culture and a habit, we will gain the most valuable thing, that is, more "customers" will affirm and support our work and feel satisfied and trust in this industry.
"Correcting work attitude is not only the basic requirement of professional ethics, but also the basic requirement of realizing personal ideals. High-quality service first needs a correct service attitude, which reflects the connotation, quality and technology of service. " Service is a profound knowledge, which requires us to communicate with customers attentively and gain their recognition with practical actions. All these tasks require the efforts of our grass-roots staff. We should correct our working attitude, enhance our service awareness, take the interests of our customers as the fundamental interests, put ourselves in the customer's shoes, and gain more support and trust from our customers with sincere services.
"The power of a drop of water is limited. Only by flowing into the sea can we gain infinite power. " It is far from enough to rely on one person for quality service. We should cultivate this spirit of service in this group. Only in this way can our enterprise get better and faster development.
In the era of meager profit, 90% of enterprises are service-oriented enterprises, and most employees' work contains service factors. Good service is the need of enterprise survival, and good service is the essential quality of every employee. How much service consciousness you have, how much you will get in return. If you don't pay at all, or don't pay at all, you are sloppy, self-centered and even arrogant. No enterprise will leave such an employee with no sense of service in the enterprise.
No matter how old your qualifications are, no matter how high your educational background is, no matter how strong your ability is, as an employee of an enterprise, you must always remind yourself to have the spirit of service. Employees without service spirit will be eliminated.
Modern society is an era of information, technology and service. Today, with the gradual assimilation of commodity quality, the concept of service has gone from behind the scenes to the stage, becoming the protagonist in the commercial drama, and the whole society has transitioned from the era of mass production to the era of great service.
Modern service industry is no longer a simple service industry, but covers the whole of 90% industries in society, and almost all enterprises have service elements. Not only banks, telecommunications, real estate, advertising, home appliance manufacturing, etc. And there are many government agencies, such as taxation and civil affairs, which can be regarded as service industries. Service has become the lifeline of enterprises and institutions.
Service is the need of market competition, survival and development. The core idea of service is to create value for users and create enterprise value in the process. The meaning of service is more important than the product itself to a great extent. Only by taking service as the work to enhance the core competitiveness of enterprises, serving attentively and establishing long-term cooperative partnership with customers can we achieve the goal of continuous progress.
Service is an important link that runs through corporate culture and an important part of corporate culture. The concept of "customer-oriented" should go deep into the hearts of every employee. It is the responsibility of every employee to achieve customer satisfaction by providing quality services. Whether working in the front line of business and directly contacting customers, or working in the back office support department, everything is related to the service level and customer satisfaction.
The era of great service has arrived. Only by completing the transformation from production era to service era in business philosophy can we continue to go on under the market economy condition of survival of the fittest. In the fierce market competition, whoever serves well will have customers, and those who serve will win the world.
Looking back on the past eventful years, we have suffered, been tired and laughed;
We have gone through the wind and rain, experienced ups and downs, shed hard sweat all the way, left a victorious laugh all the way, and carried good hopes all the way;
Adhering to the concept of "providing quality service to customers", we produce products with the attitude of Excellence, expand our business with the spirit of continuous innovation, and finally win wide recognition from the society with good quality and excellent service. However, there are also many problems in the work, some customers are still dissatisfied with our service and the product quality is not perfect enough. We must reflect on ourselves, not just see the credit, but take the problems encountered in our work lightly. If there is a problem, we should seriously review it. Only in this way can we make progress in our future work.
Sand and stones fly in the desert, the middle stream hits the water, and the waves stop the flying boat! Today, we are standing at a critical moment in history. Our country's economy has developed rapidly for 30 years, and its politics is stable and its society is full of vitality, which is a rare prosperity in the history of China. The rise of the country provides us with the best stage in life. Beautiful picture scroll, waiting for us to write with the power of youth! I hope that in the process of serving the national strategy and seeking people's well-being, we will seize the opportunity, create more glories and let our lives shine!
Speech on the service industry 2 Dear leaders, distinguished guests and friends of the city's service industry:
Hello!
My name is Song Ying, the manager of the catering department of Huidong Hotel. Today, as a representative of the service industry in our city, I am very excited to speak at the "swearing-in meeting of ten thousand people".
Zigong, as a big sports city in the province, has a thriving sports career. A large number of sports world champions such as Tong Ling, Yan Wenzhen, Zhou Wei and Zhou Yilin have emerged one after another, which is the pride and glory of 3.2 million people. In August this year, the 11th Sichuan Games will be held in Zigong, which has built a good platform for us to show the image of Zigong. This is not only a great event in the people's political life in our city, but also a rare opportunity to promote the development of sports and accelerate the economic and cultural construction in our city. As service industry employees, we have the responsibility, obligation, confidence and ability to contribute to the image of Zigong in this provincial games and add luster. Determined to do:
First, in the spirit of being the master of the country, start from me and start from the nuances. Actively participate in welcoming the arrival of the provincial games, practice civilization with practical actions, be a participant, practitioner and disseminator of civilized words and deeds, build a beautiful Zigong city and be a happy Zigong person.
The second is to welcome the arrival of the Provincial Games with a brand-new look and excellent service. Advocate civilized language, conduct civilized manners, cultivate civilized habits, cultivate civilized new styles and cultivate good moral habits.
Third, we should correct the service attitude and standardize the service process. Improve service facilities, expand service areas, improve service methods, and strive to create a warm, harmonious and happy shopping life atmosphere.
Fourth, establish the consciousness of operating according to law and serving in good faith. Effectively strengthen quality management, especially food quality and safety management. It is strictly forbidden to sell fake and shoddy goods and goods that are short of weight. Strict implementation of price tag, one thing, one card, consistent logo, price fraud, false discounts and other illegal phenomena are strictly prohibited.
In a word, our service industry should not only provide a beautiful and comfortable living environment for the provincial games, but also make athletes, coaches and referees in all cities and States of the province feel happy and satisfied with their services.
It is also necessary to use the platform of this provincial games to show the good image of Zigong's service industry to the whole province, to show the unique urban charm of Zigong to the whole society, and to show the kind and enterprising spirit of Zigong people. With the sportsmanship of "higher, faster and stronger", we will make joint efforts, forge ahead, and strive to make positive contributions to Zigong's economic and social development.
thank you
Service industry speech 3 (1)
I first entered the financial system nearly four years ago.
Just out of college at that time, I was not rich or even inexperienced in dealing with some things. After a short training, I began to sit at the counter. There is only one glass window away from the customer. At that time, as a new employee, in the face of customers and business, in addition to the freshness and excitement in my heart, it was inevitable that I was unfamiliar with business and was at a loss when facing customers. At first, customers will look unhappy outside the counter because of long waiting. The inner tension made me just bow my head and be silent, and I didn't know how to explain it. However, I understand that such silence cannot solve the problem. I decided to summon up courage and communicate with customers in a sincere way. So, when facing the next customer, I smiled and said to him, I am a new employee, and my business will be a little rusty, so please wait a little longer. Please forgive me. As expected, the customer showed a tolerant look and smiled and said, nothing, take your time. Don't worry.
At this moment, I know that as a service person in the financial industry, professional quality is of course an important one. At the same time, we must have a sincere heart. If you can have friendly facial expressions and sincere words, you can also get the tolerance and understanding of customers in the process of communicating with them.
Therefore, the distance from the customer is not a glass window, but a smiling expression or a sentence.
(2)
One afternoon a year ago, a client came. Ask him what business he wants to handle. He said, change money. So I saw him take out a lot of coins from a white plastic bag and pour them on the counter. Currency values are one yuan, fifty cents and ten cents. He said, this is the coin I have saved for a while, and I will change it today.
When I brought those scattered coins into the counter, I knew it would take a long time and be very troublesome to handle this business for him. However, I also know that as a service person in the financial industry, we should be patient with customers' requirements. And understand that it is meaningful to patiently meet the needs of customers. At that time, when he was handling business for him, he smiled with satisfaction and said, thank you. After a while, he came to change money again. But this time, he completely separated different currencies. At that time, he smiled shyly and said, this is convenient for you to tidy up.
The same sentence made me feel very warm at that time.
Therefore, when you know how to treat customers patiently, you will also get the respect of customers.
(3)
At the end of last year, it was the end of the year, and many more people came to handle business than usual. Among these customers, the types of customers are also different. Some of them will deposit in neat hundred-dollar bills. There are also some people who are not rich, and the banknotes for deposit business are scattered banknotes with small denominations, even with some oil stains. These scattered banknotes may be accumulated by them after selling vegetables for a long time and working for a long time. When facing such a group of customers, what I, you and all business people need is to treat them equally. Because, for them, money is as important as those neat hundred-dollar bills.
Once, while doing this kind of business at the counter, I talked with customers about the use of money. The customer said that this is the money he earned by selling vegetables for half a year. Now he saves money to pay for his son's future college education.
In essence, the financial system will come into contact with many similar farmers to handle business. And all we have to do is treat everyone equally.
Because, a person, a financial service personnel, whether in life or in doing things, should know how to respect others, and only those who know how to respect others will be respected.
(4)
The financial system is composed of employees engaged in financial services. And if these employees can treat people and things around them sincerely, patiently and equally. Then, we are confident that this big family will get better and better.
Hello, I'm xxx from the club. I am glad to have this opportunity to stand here and make a speech. I am an intern. I just arrived at the hotel. Today's speech is based on my personal experience since I joined the company. The topic of my speech is: Sincerely light the road, service creates value.
Away from the universe, the vast space, long life. The world is big when it is big, and small when it is small;
Life is long and short. In short, I am like a boat in the sea, stepping into the society from the ivory tower of the university? Whitening? None of this is known. Graduation equals unemployment, which is indeed a common phenomenon in today's society.
A scholar commented: University is like walking in the dark, and you don't know the way of the future, but the ideal light of the future guides you to the society like hope;
When we graduated, the suddenly enlightened complex society made our students lose their way. Maybe I was at a loss and a little helpless, but this was my mentality before I went to work in Qixing.
After the introduction of my classmates, I came to the Seven Star Business Hotel. Afraid of not being competent for this job, I became a waiter in the club with a cautious and nervous attitude. Words like smile, etiquette and thoughtful service suddenly appeared in my mind.
Some unexpected and seemingly simple "services" contain a lot of knowledge, and boredom and anxiety are also in my heart. I'm afraid I can't stand the recommendation of my classmates;
I'm afraid I'm embarrassed to rush the manager's expectations;
I'm afraid to face a busy weekend ... As a result, after a period of time, the staff team of Qixing made me feel the warmth of home, and lit up my heart like the light through layers of rain and fog.
During the interview, the head of the human resources department took into account my accommodation problem and handled the check-in formalities for me as soon as possible;
The cordial guidance of the department manager and a lot of encouragement and praise;
The careful teaching of my colleagues who took me to the door;
The minister's meticulous service ... and so on, all make me feel that this is not only a workplace, but also a warm home.
Soon, under their care for me, I had a new understanding of my work, and I was able to start working immediately. At the same time, we can see the effect of "attentive" service from the service attitude and the way of dealing with problems of colleagues. I also try to greet my work with a smile and sincere heart every day.
While serving the guests and satisfying them, I also got great comfort and pride from my heart. It is said that the work in the service industry is simple and ordinary. And our seven-star team, with its standard and decent language, sweet and warm smile, dignified appearance and sincere service attitude, tastes extraordinary positioning while providing the best service for guests! In such a service, its own value has also been sublimated. At the same time, I strictly demand myself to set an example, that is, to suffer the hotel first and then the hotel later. We should focus on the overall situation, work actively and sincerely, safeguard the collective interests, and prove our value with actions.
I remember a saying that I always agree with: the development of the world is driven by those excellent people, but supported by those ordinary people. There are too many bright spots in service work. To borrow a word: regardless of the cold and hot summer, our service will always be warm as spring! This kind of service quality is the service quality of our seven stars.
There is such a short story: it is said that a hotel will promote one of the waiters to be the department head. After layers of screening, the final list was determined by two people. As a result, a waiter named Wang Dan became the head of the department. Another waiter named Fan Bing was worried. I'm no worse than her. Why didn't I become a supervisor? So I went to the department manager and asked why.
The manager said, "you are both excellent, but you can't see the gap between you and her for the time being." Now I will let you find the problem through comparison. " Suppose I'm a guest from other places and come here for a meeting, but I just checked into the hotel when the call for the meeting came. I haven't put my luggage in my room, and I haven't got the room key. The hotel is 20 minutes' drive from the meeting place and less than half an hour from the meeting time.
What can you do for me as a waiter at this time? Fan Bing quickly packed his things and said, "I will put your luggage and belongings in your room as soon as possible, then give you the key, and then book a taxi from the hotel outside the hotel immediately, so that you can get to the meeting place as quickly as possible." After listening, the manager said, "Yes, the service is very dedicated, but I think there may not be enough time. Even if the guest catches up with the meeting, he is very anxious, which may affect his meeting arrangement. "
Next, let's listen to what Wang Dan will do. After hearing the case, Wang Dan came to the office and replied, "I asked the guest's opinion first, called the front desk to ask the bellboy to take the guest's luggage to the room, and then left the key at the front desk." At the same time, I told the guests to go back to the hotel after work and go directly to the front desk to get the room key.
Then send the guests to the door of the hotel and ask the hotel taxi to take them to the meeting place as soon as possible. The manager's meaningful comment said: "The division of labor is clear, orderly, simple and fast, which saves a lot of time. Fan Bing's handling method is also feasible, but it is a bit thankless. Fan Bing will learn more from Wang Dan in the future. " Through this short story, I learned that sincere service attitude is valuable, but the value reflected by your real service quality should satisfy the guests and make them feel that it is worth the money. I will strive to improve the service quality in this direction!
Finally, I want to tell you that it is not only the sun and flames that can shine by themselves, but also all of you here and me. I believe that our colleagues and comrades will let their own light shine on the seven stars in the future work days, so that our seven stars will be more perfect and brighter!
Thank you, my speech is over.