Speech on Quality and Civilized Service 1
Someone once said that a smile is the most beautiful language in the world. On the journey of life, the best pass is to smile. Smile is the emotional transmission between people. When you give someone a smile, others will think you are an educated person. Just a smile can establish a good image of civility and politeness. Besides, people who smile often are always the closest to success. There is such an ugly man who started selling insurance at the age of forty. During his six months as an insurance salesman, he didn't sell an insurance policy for his company. He has no money to rent a house, eat or take a bus. But when God gave him suffering, he also gave him another kind of wealth, that is, he learned to smile. He smiles at everyone he meets, no matter whether the other person cares or smiles back, he is always so sincere and sincere. Finally one day, a rich man became interested in his smile. The rich don't understand why a person who doesn't have enough to eat is always so happy. So the rich man offered to treat him to a big meal, but he refused. He asked the rich man to buy one of his insurances, so he made his first achievement. He is the original, the insurance salesman signed the largest insurance policy in Japan's current history. His smile is called the most successful smile in Japan. Yuan said: There are thousands of roads to success. Smiling is just a way to help you succeed, but it is also an indispensable way. This story tells us that if we give others a smile, success will gradually approach us. Therefore, a smile is contagious, and one smile often brings another smile, which enables the two sides to communicate and establish a friendship and harmonious relationship, which is very important for those of us who are engaged in the fee-based service industry. What I want to say today is that the civilized service of toll stations starts with a smile!
For toll stations, although the charging work is the center, as a window industry, the construction of professional ethics is also very important, and the two complement each other to better do the charging work. Although we are just ordinary toll collectors, I know that our position is small and our influence is great. Our every move, every word and deed affects the public's views on the work of toll stations. Therefore, we should use our smile and sincerity to provide civilized service and beautify our charging window. How can we do a good job in civilized service? In my opinion, this requires every employee to have a good attitude and a correct attitude. Civilized service can't be a mere formality, superficial, indifferent and indifferent, let alone cynical. We should treat every driver and passenger sincerely. If we can take care of each other, understand and understand the hard work of drivers and passengers, and sincerely send a word to drivers: Hello, you have worked hard all the way! Let the driver feel the fun of going out and the warmth of returning home. I think that will definitely solve all the unhappiness. As long as we implant civilized language into drivers' minds and truly let drivers and passengers feel our civilized service, then we will certainly receive satisfactory results! As long as you really pay, why worry about not getting the true feelings in return?
Of course, we have to face all kinds of drivers and passengers every day. It's easier said than done. Charging is a repetitive, simple and boring process, but what makes our toll collectors feel hard is not the unchangeable procedure, not the hot and cold summer environment, but sometimes drivers deliberately make things difficult and make trouble without reason, which makes people angry. But because they know that their words and deeds represent the image of expressway, they can only submit to humiliation and politely explain and dissuade them. But sometimes our efforts are not understood and respected. Some time ago, due to road construction, the entrance of Shilin Half River was closed, and all cars had to pass through Yiliang Station, so our workload suddenly increased. Only two entrances are open, which is far from meeting such a large traffic volume. I was on the early shift that day, and soon after I took over, the traffic was getting bigger and bigger, and there was a long queue of vehicles. While I was busy issuing cards, a bus drove to the toll window. I just said: hello, please wait a moment! The driver swore impatiently: people like you are still working here, so you might as well go home early! He said that I had delayed his time and wanted to complain about me or something. I was puzzled at that time, but I patiently explained to him: I'm sorry, master, the traffic jam is due to road construction. But he didn't listen at all, just kept cursing. Finally, under the persuasion of Neibao, he left swearing. Seriously, at that moment, I really realized what is unfair, what is not respected and what is not understood. Tears of injustice swirled in my eyes, but I held back. I think personal enmity is nothing. Never make a scene with the driver for a quick talk, which will affect our civilized image. What's wrong with letting unreasonable people vent their dissatisfaction? Since I have chosen the post of charging work, I have to undertake these regular things. There are many such things, and gradually I have learned to smile. No matter how noisy the other party is, I keep a calm mind and explain patiently with a smile. Smiling has a function. For opponents, smiling is generous. For those who have hurt themselves, smiling is tolerance; To strangers, a smile is communication. Therefore, if we take smiling as a habit in our daily work, we can eliminate many unnecessary grievances and resolve many unnecessary disputes in advance. As long as we regard the driver as a friend, we will naturally give him a knowing smile. Always keep a good attitude, and smile service will become easy.
People who smile will always be rewarded, and people who don't smile are like the sun on a cloudy day-gloomy, powerless, hopeless and full of vitality. Smile is a ray of sunshine, which can penetrate dark clouds and warm the earth and creatures. There is a poem that says: smile, oh, smile, as long as you smile, life is full of laughter. Smiling is a positive attitude towards life and the shortest distance between people. In the situation of accelerating pace of work and life, as a toll collector in expressway, only by giving back a smile as the best gift to past drivers and passengers can we provide an inexhaustible source of strength for our service and create more benefits for our toll collection work.
Dear colleagues, don't bother your life at work! Let's smile from now on and let a sincere smile activate our work and life! You will find that smiling is so easy and charming! Let's make our windows more beautiful with smiles, and make people's images more perfect.
Speech on Quality and Civilized Service II
How to standardize the use of civilized language? First of all, we should start from ourselves. While being strict with ourselves, colleagues should also supervise each other, help each other and make progress together. If we dare to accept each other's suggestions and well-intentioned criticisms in our daily charging work, then we can really improve ourselves. Sometimes a kind word can save a lot of trouble. We should always put ourselves in the other's shoes, be more considerate of the hard work of some drivers and passengers, and send them a "hard work" in time to let them feel our enthusiasm and sincerity, then we will certainly be able to resolve all the unhappiness. People often say that "love is a bridge between people's hearts, and love can melt all the hard ice". We leave love to everyone who walks by us in time, which requires every employee to have a serious attitude and unremitting efforts.
"Everyone loves to take whatever medicine they want, and everyone loves to listen to whatever they want." As long as you speak civilized language in the minds of drivers and passengers, people will truly feel your concern for him, and then you will receive satisfactory results. Therefore, when speaking civilized language, we should be situational and humanized, and talk more about caring for each other. Toll collectors face many drivers and passengers every day, and each driver and passenger has different requirements for our service. Some drivers just need to say "hello", while others don't. If there are festivals, they can say "Hello, happy holidays". When you meet a driver in a bad mood, we say "Hello, I wish you a good mood", which may make his troubles disappear and show you extra respect. In short, everyone loves to listen to affectionate language. I believe that as long as you speak warm and civilized language to people's hearts, you will certainly enjoy the joy brought by civilization.
Then, as a "window" industry, the most important thing is smiling service. How can we truly serve with a smile?
Smile is the most popular body language in people's life, which can bring people closer. Smiling is free, but it can leave a deep impression on people.
Smiling service is not completely equal to quality service, but only one of the core contents of quality service. We should use our own smiles to make drivers and passengers feel the charm of smiling service, which requires us to treat smiling service with heart and sincerity, so that drivers and friends can feel that every detail of our interaction is comfortable, rewarding and satisfactory.
Speech on Quality and Civilized Service 3
Haier thinks: first of all, you should love your customers, and they will love you in the end.
With the development of science and technology and information, the technology, products and marketing strategies of enterprises are easily imitated by competitors, but the thoughts, consciousness and behaviors of each service personnel representing the company image and service consciousness cannot be imitated.
That is to say, under the condition of market economy, the competition of goods is the competition of services. How to put customer service in the first place, provide customers with standardized and humanized services to the maximum extent, and meet customer needs is the biggest challenge facing modern enterprises. Therefore, modern enterprises must work hard on services in order to gain sustained and strong competitiveness in the same industry.
For service personnel, how to do a good job in service requires not only professional skills, but also knowledge of service etiquette norms: warm and thoughtful attitude, keen observation ability, good oral expression ability and flexible and standardized event handling ability.
What is service etiquette? It is the code of conduct and practice of service personnel to show respect and friendship to customers through words, manners and behaviors at work. Simply put, it is the etiquette norms and work art applied by service personnel in the workplace. Service etiquette is the concrete process and means to embody service, making intangible service tangible, standardized and systematic.
Tangible, standardized and systematic service etiquette can not only establish a good image of service personnel and enterprises, but also shape service norms and service skills popular with customers, so that service personnel can win understanding, goodwill and trust in their interaction with customers.
There is a "trapeze artist" who travels from one city to another on business and often stays in hotels. He has a habit of "sit back and relax" when sleeping, because the pillows in the hotel are not high, and he always has to put a pillow on another bed under the pillow to sleep. Once I stayed in a hotel, I did the "sit back and relax" on the first night as usual. When I returned to the hotel the next night, I found a small change: the pillow has changed, the lower layer is an ordinary pillow, and the upper layer is a health pillow with a slight medicinal taste, and it is higher than the ordinary pillow. From then on, whenever he comes to this city, he will stay in that hotel and introduce his friends to Zhu.
It can be seen that in the service work, understanding and meeting the needs of customers will bring more satisfaction and surprises to customers.
On the other hand, a "casual" poor service does not necessarily bring that little regret.
An entrepreneur went to a certain place to consult and invest, and when he arrived at a certain bureau there, he would be off work for more than half an hour. But in the service hall, only one of the five windows is occupied-a young female staff member is talking happily on the phone.
He came to this window and said "hello" to the lady three times, but there was no response. Almost ten minutes passed, and finally I hung up the phone in a voice of "hate". I saw someone standing in front of my window and said without looking up, "Come back tomorrow!" " "But tomorrow is Saturday ..." "Come back on Monday and I'll teach you." She finally looked up and gave a supercilious look. "It's not easy for me to come all the way. It's not time to get off work ..." "Is it easy for me? I have to pick up the children and cook ... I'm too lazy to tell you. "
With a bang, the last window closed.
In the words of the entrepreneur, even the staff in the window department are like this, and the investment income guarantee in this area is really worrying.
Therefore, as service personnel, learning and using service etiquette is not only the need of their own image, but also the need to improve their double benefits and competitiveness.
Speech on Quality and Civilized Service 4
Good afternoon, everyone:
Welcome everyone to attend the etiquette training organized by the training department of the Youth Federation of the College. I remember someone saying, "It's easier to write than to do. We must constantly think about what I am doing, how I am doing, and what kind of person I want to be. " What kind of person to be, 100 people will have 100 answers, but there is a basic point behind each answer, that is, to be a civilized person and be a human being first.
A man of good manners. Some people think that we are college students now, our knowledge reserves have increased, our cultural level has also reached a higher level, and our personal cultivation has also improved. In fact, knowledge is not equal to culture and knowledge is not equal to education. In fact, when knowledge is transformed into personality characteristics, it is first transformed into good behavior habits, and knowledge will become a person's education. Then the behavior habit of crossing the bridge is the etiquette we are going to talk about today.
Etiquette is a common practice in people's life and social interaction. People can correctly grasp the scale of communication with others and the outside world according to various etiquette norms, and handle the relationship between people well. Without these etiquette norms, people often feel at a loss in communication, and even be rude and joking to others, so they are familiar with it.
If you master etiquette, you can draw inferences from others and treat people just right.
In social activities. Pay attention to etiquette in conversation; Can become civilized; Manners and manners can become elegant; Dress appropriately and be polite, and you will become generous; If you pay attention to manners, you can become beautiful ... so as long as you pay attention to manners, everything will be done just right. In a word, a person can become attractive if he pays attention to etiquette. In the Analects of Confucius, Confucius defined a gentleman as slow. "Quality is better than rules, wild writing is better than history, gentle, and then a gentleman." Herzen, a Russian philosopher, said, "What is most needed in life is etiquette, which is more important than the highest wisdom and all knowledge. It can be seen that etiquette is a "passport" to enter a civilized society.
Etiquette is the golden key to success. These are some bad pictures, so we should strive to improve ourselves and become civilized people in China. The key to etiquette is not how many social skills you have learned, but whether you can win the respect of others by stopping your own quality.
Let's look at the basic rules of etiquette. Every rule has a slide. Pay attention to honesty, modesty, tolerance, moderation, cooperation and gratitude.
Life is inseparable from language, and we use language to express our thoughts and meanings all the time.
Speech on Quality and Civilized Service 5
Hello, everyone. I am glad to have this opportunity to share the knowledge about etiquette with you. In our real life, everyone has been exposed to the concept of etiquette to some extent. Etiquette is a social skill, a communicative art and a code of conduct. The study of etiquette is by no means a simple imitation of body and movements. In fact, it is a more appropriate, natural and harmonious way to express one's self-cultivation and one's thoughts. It is a code of conduct between people based on respect and being respected. Etiquette means that people are influenced by historical traditions, customs, religious beliefs and the times in social communication.
Trends and other factors are not only recognized by people, but also observed. It is the sum total of various codes of conduct and norms aimed at establishing harmonious relations and meeting communication requirements. Business card etiquette: a business card represents a person's identity. A business card is a simple way to introduce yourself. It helps you to send information to each other and promote communication and understanding between the two sides. Business cards are convenient for both parties to keep in touch in the future and increase business and business interpersonal communication. Pass the business card politely to show respect for each other. Our usual business card delivery requirements are: two thumbs hold the upper two corners of the business card, two palms hold the business card, the word is facing the word, and the body leans slightly to the other side, and a simple greeting "Please take care of it".
You should be polite when accepting business cards. Stand up, lean slightly, and accept with one hand, especially the left hand. This is the most impolite thing to do. Smile and nod, look at each other's business cards and say "thank you".
Introduction etiquette: the so-called introduction refers to pointing out one's own situation to others and explaining the situation between strangers to each other. It's called an introduction. When introducing others, palm up, back down, four fingers straight together, thumb open, wrist and forearm in a straight line, the whole arm slightly bent, palm up to shoulder height, pointing to the introduced party, smiling, looking at the introduced party and taking care of the guests. To introduce yourself is to introduce yourself to others. When introducing yourself, we should grasp the timing, content and discretion of self-introduction. The content of self-introduction is divided into entertainment, service, etiquette and socialization. Formal self-introduction, also called business self-introduction, must be used in the workplace. This introduction includes four main points: unit, department, position and name. Social style refers to a kind of self-introduction in order to shorten interpersonal relationship at private parties.
Handshaking etiquette: Handshaking is the most common and effective etiquette when people meet and say goodbye in most countries. In addition, it also contains expressions of gratitude, sympathy, congratulations or mutual encouragement. When shaking hands, we should do five things-body, smile, hands, eyes and greeting; Shake hands for 3-5 seconds with moderate intensity. The order of shaking hands should follow the order of VIP first, elder first, host first and lady first.
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