Sample report on service work summary

Summary is to review and analyze a certain period, a certain project or a certain work afterwards, so as to draw regular conclusions. This time I have compiled a sample service work report for your reference. I hope you like it.

Service work summary report sample 1

20__ is a year of harvest and great development. Through general education, support and encouragement. While working with the restaurant, I learned a lot, broadened my thinking, and strengthened communication with various departments. Through the joint efforts of everyone and me, I successfully completed the tasks assigned to me by the leadership. The following is a summary of this year's work.

First, establish three concepts in daily work.

Everything is customer-oriented. No matter how unruly customers we encounter, we must serve customers well as our ultimate goal. Details determine success or failure. Only by doing every detail well can the restaurant's management system and service system operate smoothly. Let customers enjoy a high-quality and unique dining experience, and let employees work in a healthy and harmonious corporate atmosphere.

Second, cultivate professionalism and adhere to business philosophy.

Catering service hours are long, so try to use your time to organize training and learning. Let employees understand the importance of catering work, and at the same time, let employees have professionalism and strive for advanced professional qualities. Adhering to the business philosophy of "quality conscience, quality first", we must implement well and let employees understand the standards of the restaurant, which is the work ruler of every employee. In order to improve employees' awareness of standards, I developed a job training plan and organized employees to implement unified operating standards. Focusing on the development requirements of the restaurant, improve the restaurant management procedures and systems and clarify the development mission.

Third, standardize corporate management and implement brand development strategies.

In this case, we feel a heavy responsibility. Restaurant leaders can lead all employees to develop in competition with a high sense of responsibility and full enthusiasm for work, and carry forward the corporate spirit of unity, efficiency, pragmatism and dedication. Maintaining restaurant operations through energy conservation and consumption reduction has achieved good results. Stabilized the workforce and achieved good economic and social benefits.

In the new year, the new century faces new challenges, but it also contains new opportunities. As long as we do our jobs well, do everything possible to improve service quality, and continuously improve the service level of all employees, we will be able to complete various tasks with high quality and make our due contributions.

Service work summary report sample 2

From this catering waiter, I changed the negative idea that there is no future as a catering waiter; I established the idea of ??doing what I do and loving me I understand that whether a person can make a difference does not depend on what kind of career he engages in, but on whether he does his best to do his job. Have my own willingness to work and correct my work attitude; understand the qualities that a successful waiter should have, thereby enhancing my professional awareness and determined to be a qualified waiter with ideals, ethics, knowledge and discipline.

I learned the principles of serving guests; the procedures for serving guests; the working rules in use; the procedures for making banquet dishes; the skills of trays and the walking speed of end supports; and the precautions for laying out tables; The key points of changing ashtrays; tips on ordering, writing menus, canceling dishes, and selling vegetables; basic methods, procedures and common sense of drinking water; corresponding skills in handling customer complaints and service emergencies; preparations for opening and closing of the restaurant , as well as various service etiquette, catering hygiene knowledge, fire protection knowledge, etc. It laid the foundation for me to become an excellent waiter.

In this part-time waiter job, I summarized that as an excellent waiter, you should have the following points:

Love your job: When you love your job When working, you will complete your work happily and easily. We want people who eat to get health, energy and good service. You might do common tasks differently. The people that companies need most are people who love their jobs. Quickly become familiar with work standards and methods: If you want to win for your company and yourself in the fierce competition, you must be able to get into work as soon as possible, be competent at work, and improve work efficiency.

Have a diligent spirit: Catering work is mainly done at hand. Don’t be too heavy at ordinary times, and you won’t feel tired if you do more. So we must be diligent with our legs, diligent eyes, diligent hands and diligent heart. Take the initiative to work and find a job. The saying "Nothing is difficult in the world" tells a profound truth. As long as you work hard and succeed, the door will open for you. Be confident: Compared with money, power, and background, confidence is the most important. Self-confidence can help people overcome various obstacles and difficulties and believe that they are beautiful. Learn to be a good person: To be a good person is to be a person who is dedicated, grateful, helpful, and has professional ethics. If you are sincere and conscientious, your career will be more successful.

Responsibility means putting the company's interests first and being responsible for one's own work; being responsible for customers and bringing them high-quality products and services; it means "respect is not there". Even if no one is supervising you, you will do your job seriously. This is fulfilling your duty.

Treat unfairness at work with a normal attitude. There is no absolute fairness in work, and opportunities are always equal in front of those who work hard. Without the necessary ability to withstand setbacks, how can you become a leader in the future? Giving full play to team spirit is the consistent pursuit of enterprises. The work of catering enterprises is composed of various divisions of labor and requires the cooperation of team members. Employees and companies that work well as a team are more successful.

This part-time job gave me a very profound experience. I feel that everything we do is to make a little progress every day: a little makes a lot, and many successful people make a little difference. A little innovation every day is the direction; doing a little more every day is the path to a bumper harvest; making a little progress every day is the path to success.

Service work summary report sample 3

20__ is a year of self-challenge. I will work hard to correct the shortcomings of the past year's work and do a good job in the new year. In the past year, with the care of my leaders and the enthusiastic help of my colleagues, through my unremitting efforts, I have achieved certain results in my work, but there are also many shortcomings. Looking back on the past year, there may have been losses, sorrows, successes, and joys, but it doesn't matter. It's past. What we are fighting for is the future. Many people say that my personality has changed, and I believe it. I'm really satisfied. There were a lot of things weighing on me, but I still persevered. My life and emotions are the same. Although there were no ups and downs, at least I experienced some ups and downs, ups and downs, twists and turns, and difficulties again and again. Sometimes you really cherish me. I keep thinking what did I do wrong and why? I also encouraged myself again and again and stood up again and again. I was thinking that even without me, the earth would still turn and things would be resolved. I don't want to be a weakling or a coward. My destiny is in my own hands. I believe tomorrow will be better, hello to you, to me, to everyone. The work summary is as follows:

1. Training

1. Necessary trays and meal delivery process.

2. The large, medium and small banquet department will help explain relevant knowledge of catering.

3. Hotel-related system training and supervision.

4. Safety awareness related to food delivery.

5. Learn how to make sauce for this team.

Second, in terms of management

1. Superiors are role models for subordinates. I have always insisted on setting an example, so my team is very united.

2. I treat everyone the same, and I do things fairly and openly.

3. People-oriented, human personality is reflected in many aspects of management.

Third, as myself, I am responsible for food delivery.

1. Responsible for the operation of noodle shop sauce.

2. Corresponding output and control of food delivery.

3. Coordination of food delivery personnel.

IV. Some key points in operation

1. Insufficient manpower causes the dishes to deform when they are busy, which cannot reflect the essence of our company.

2. Due to the prosperity of the country, modern young people are all treasures. They are increasingly unable to work and are increasingly spoiled by their parents. They only pursue money and do not know how to put themselves in other people's shoes. I'm having a really hard time today!

3. Why not recruit people? This is a problem that must be solved promptly.

4. What is establishment, what is development, what is progress, what is improvement, what is management, who manages whom, who guards against whom, and how to stabilize.

5. I hope superiors can understand the staffing requirements of other food delivery personnel in the same industry.

5. The team is not in place this year.

1. Some employees are rude and have poor gfd.

2. Sometimes it is not implemented according to relevant standards.

3. Because some logistics staff have abnormal thinking and are unable to communicate, supervision is not in place.

In short, 20__ starts from today, with new goals and new challenges. In the new year, we will continue to work hard, study hard, and summarize diligently. Finally, I wish our store a prosperous business and abundant financial resources! I wish all leaders to move forward courageously on the journey of work and smooth sailing on the track of life. I wish all colleagues to continue to write new glories in life in the new year.

Service work summary report sample 4

Through the development of high-quality nursing services, the nursing work in our hospital has gradually become standardized, and the image of nursing staff in the minds of patients has been greatly improved. Satisfaction levels have also improved significantly. The high-quality nursing services are summarized as follows:

First, strengthen organizational leadership, improve ward hospitalization conditions, and ensure the smooth development of creation activities.

The leaders of the hospital attach great importance to the "Quality Nursing Service Demonstration Project" activity. They established an activity leadership group headed by Dean Tian, ??formulated an activity implementation plan in a timely manner, held a mobilization meeting for the establishment of the activity, and clarified responsibilities and requirements.

Based on the mobilization of the whole hospital, Dean Tian regularly holds head nurse meetings for remobilization and redeployment. In order to implement the spirit of the notice, all grassroots departments organized nursing staff to learn and understand the spirit of the documents related to the creation activities, unify their ideological understanding, clarify the goals of the activities, and refine the tasks.

2. Implement hierarchical management and build a high-quality service nursing team.

Establishing a well-organized, well-trained, skilled and creative nursing team is the basis for achieving high-quality nursing services. First of all, to establish the image of nurses, nurses must wear nurse uniforms, nurse hats, nurse shoes, hang badges, serve with a smile, and popularize civilized language. Second, the allocation of nursing staff is further optimized. As the number of nursing staff increases, we strive to improve the leadership and professional quality of nursing managers through study abroad, in-hospital training, and on-the-job learning. Through learning, the comprehensive quality and ability of nurses have been significantly improved, the professional skills of nursing staff in the hospital have been strengthened, the service level has been improved, and the overall nursing professional level has reached a new level.

3. Consolidate basic nursing care and continuously enrich the connotation of nursing services.

In the creation activities, the shifts should be reasonably arranged according to the work intensity, and the shifts should be increased during the day when the work is relatively busy and the patient needs are greater, so as to meet the service needs of the patients as much as possible. It has solved the problem of insufficient staff and uneven busy schedules in each shift and department, and has been recognized by the dean and nurses. Responsible nursing has been implemented in each ward, which has strengthened nurses' awareness of responsibility and completely changed the passive service of nurses when their family members or patients call to see the nurses as soon as the pager rings. Today, nurses constantly patrol the wards and proactively provide services to patients in a timely manner. A new clinical nursing service model was realized. Nurses should adopt the first-asked-first-welcome responsibility system, set up warm notification cards, issue health education cards and dietary care cards, and strengthen nurse-patient communication. It focuses on patient-centered care, strengthens basic nursing care, fully implements the responsibility system, deepens the professional connotation of nursing, and improves the overall level of nursing services, which has been highly praised by patients' families. Basic nursing training for nursing staff has been strengthened.

Fourth, strengthen specialist nursing and effectively improve the soft power of nursing services.

While strengthening basic nursing care, our hospital firmly grasps the direction and requirements of "high quality" and continuously improves the soft power of nursing services. In order to improve the level of specialist nursing and strengthen the training and assessment of nursing staff's professional knowledge, departments are organized to select typical undergraduate diseases, integrate specialist nursing knowledge, revise repeatedly, unify standards, make reasonable adjustments, and provide continuous and reliable clinical information.

In order to further standardize health education and change the current situation where nurses lack communication experience and art, each department carries out health education activities to give full play to the professional characteristics, technical advantages and service characteristics of the pilot departments, tap potential, establish an image, and build a brand.

5. Implement full-process monitoring, continuously improve the quality of nursing services, and strengthen performance appraisal.

In business management, we always adhere to the "patient-centered" service concept, constantly strengthen the quality and safety awareness of nursing staff at all levels, increase the intensity of nursing quality supervision, and ensure that comprehensive inspections are consistent with individual inspections. In combination, vertical inspections and cyclic inspections are carried out alternately, and regular inspections are supplemented by irregular inspections.

In order to further deepen high-quality nursing services, stimulate the enthusiasm of nursing staff, effectively implement the overall nursing responsibility system, standardize nursing behavior, strengthen safety awareness, ensure clinical nursing safety, and give full play to the role of nursing quality control and supervision and inspection systems , do a good job in nursing safety management, and formulate performance appraisal methods for nursing staff.

In future work, our hospital will increase systematic research on high-quality nursing services, establish a long-term mechanism to improve nursing services, and normalize high-quality nursing services. The first is to strengthen nursing etiquette training to further shape the image of nursing staff; the second is to strengthen theoretical learning and improve the professional theoretical level of nurses; the third is to strengthen nursing technical operation training to improve the nurses' operational skills; the fourth is to improve the performance appraisal system so that High-quality nursing services have been developed in our hospital for a long time; providing comprehensive and high-quality services to the people, satisfying patients and satisfying society.

Service work summary report sample 5

At the end of the year and the beginning of the new year, the new year begins, and our work comes to an end. Looking back on the past year, although we did not make any big mistakes in our work, there were still many problems that were not handled properly and some small details in the work were not perfect. Our group is organized by Master Wang to hold group meetings regularly to summarize problems and make corrections in a timely manner. The following summarizes the problems encountered in the past year and areas for improvement, hoping to bring some help to other colleagues:

1. Language communication skills:

(1) and When talking to users, be careful, speak rigorously, pay attention to art, and use the word "please" more often to make your tone gentler; when apologizing to users, try to use "sorry" instead of "sorry" to be more sincere; when users call When greeting us with "Hello", try not to say "Hello" again. You can use "Do you need any help" instead? If you need to invite users to speak, you can use "Please speak" instead of "You say"; Don't say to users Abbreviations, the speech must be complete and standardized, and no words such as "missing insurance, investment promotion, agriculture, industry and commerce" or some sick or inverted sentences should be used. The speaking speed should be appropriate. If you encounter an elderly or hearing-impaired user, you should increase your volume and slow down your speaking speed.

(2) When a user's electricity card has a problem and needs repair, you should first apologize to the user. When introducing the network, you can specify "Wait a moment, I will help you find the nearest network", explain the reason for this phenomenon to the user, and remind the user to insert the card for as long as possible in the future to avoid this situation from happening. , let users feel that we are responsible for our work, thereby understanding and cooperating with our work, and reducing unnecessary disputes; when receiving a call from a user to inquire about a power outage due to a fault, we should first apologize to the user and state "Guarantee that your electricity use is Our responsibility. If there is a fault, we will deal with it immediately and restore the power supply as soon as possible to reduce the inconvenience caused by the power outage." Because all banks' 24-hour power purchase points use the 'all-in-one card' with different names, so the reply Don't generalize when users say it's a 'bank transaction card'.

(3) When answering the phone, be careful, pay attention to every word spoken by the user, comprehensively analyze the problems reported by the user, find out the key points, identify the responsible department that caused the incident, and solve the user's problem as soon as possible ; Make it clear to the user, do not ask the user to do anything in a commanding tone, do not casually or answer some uncertain questions and needs of the user, do not speak for too long to avoid boring the user, put yourself in the user's shoes; when talking to the user Be proactive, don't just rely on experience and speak too casually, and be careful to leave yourself some room when replying to users.

2. Business and problem handling:

(1) When building a new community, ask about the conversion of temporary electricity to formal electricity: it can be explained this way: because the overall project of the community has not been completed, the developer cannot Commercial housing will be sold after all projects are completed, so only one unit can be sold. During this period, there is no condition to switch to official power supply, so the electricity used for construction is temporarily used to supply power to residents. Project completion does not refer to the completion of the entire building, but refers to the overall completion of the residential area project, including gas, water supply and drainage, electricity, and ancillary facilities in the residential area, etc. The completion report must be stamped with the completion opinions and official seals of the relevant units. Only when it is fully covered can it be considered truly completed and relevant procedures can be handled at the power company.

(2) Regarding the issue of card refunds, it can be explained as follows: In the case where the electronic card and the corridor light electronic card are completely removed or confused, refunds can generally be processed. In principle, refunds will not be processed in other cases. , but if users have special reasons, they can directly contact the corresponding local outlets for inquiries.

(3) Regarding the Shijingshan school timetable issue: If users in Shijingshan District want to check their electricity meters, they can explain: Because the school timetable department works during administrative hours from Monday to Friday, if the user applies for repairs in the morning, it can generally be arranged on the same day , can be explained clearly to users to avoid misunderstandings. This kind of work in other urban areas cannot be arranged on the same day. If the user still cannot handle the request after a few days of repair, you can ask the user to contact the card meter calibration department of each company directly to make an appointment.

(4) When the user reports that the switch in the meter cannot be turned off, the power must be checked for the user. Regardless of whether the meter is new or old, the switch will automatically trip at zero point, and the switch will not close without input of power. However, this situation is normal, so users are asked to buy electricity. If it is verified that this is not the case, please turn off all electrical appliances and leakage switches in the room before trying again. Because household appliances and wiring can easily cause short circuits, the switch in the meter will trip or fail to turn off. Only by disconnecting the faulty line and closing the switch in the meter can we accurately determine whether the switch in the meter is faulty. But remember not to let users try to plug in the socket, because a short circuit in the line may cause an ignition, which is dangerous.

(5) Regarding the scope of planned maintenance and outages, it can be explained as follows: Due to the complexity of the power company's lines, we cannot immediately help you determine whether the user area is included. We publish relevant information to the public for reference only to nearby residents. As a reminder, you can confirm with the real estate unit because since you live in this community, as a real estate or property unit, you have the responsibility and obligation to ensure coal, electricity, water, and gas. and the use of public facilities.

(6) If we receive a call from a user reporting that our personnel had a dispute with the user at the repair site and harmed the user for some reason, it can be explained as follows: Because the injury has occurred and you have witnesses and physical evidence at the scene, Such incidents do not fall within the scope of our company's services. It is recommended that you take legal measures to find the public security organ or call 110 to find out the facts on the spot. If it is really the responsibility of our company personnel, yes.

(7) If you receive a call from the unit’s electrician to report on the internal troubleshooting situation, please ask our company to cooperate with the power outage and try to let the electrician handle it by himself. Because electricians must hold an electrician's certificate and pass the professional examination of the Labor Bureau before they can be hired, so the holder must have low-voltage live work skills. If it is indeed beyond the scope of the electrician's ability, it will be reassigned.

(8) Regarding complaints: If you receive a call from a user, you must first express your sincere gratitude to the user. "We welcome your valuable opinions and suggestions on our work, which will help us improve our work." Listen carefully to the content of user complaints, find out the key issues that users want to solve, and try to communicate with users to help them solve them. question. But you can’t follow users blindly. If there is a problem with our company's services or personnel, it should be recorded, but if there is no fault at all, even user complaints will not be accepted. For example, users need to bring proof of real estate when renewing their cards, but some users do not understand and want to complain. You can explain to them that bringing proof of real estate is also to avoid unnecessary corrections in the future. For the sake of users, there is no need to accept such complaints. For users who complain about power outages due to arrears, please try your best to explain the relevant legal policies to them and pay off the arrears to avoid power outages.

If users are dissatisfied with other work of our company, they can call after solving the electricity problem to reduce the occurrence of complaints.

(9) It was found that some residents in Dongcheng District have knife switches in front of their desks. This switch makes it easy for users to handle internal faults. Property rights generally belong to the power company and the real estate unit, and both parties have the right to handle it.

(10) There are two buttons next to the user's indoor leakage protector. One is the reset button: when the circuit is short-circuited or leaks and the switch trips, press this button to close; the other is the test button (marked with a T shape): if the meter socket has power, press this button and the switch will trip. If there is no action, the meter socket may be out of power. Under normal circumstances, users should do a tripping test once a month to determine whether the leakage protector is normal.

3. Work order processing, etc.:

(1) Now that the dispatch work order has been assessed, the attendant must record the address in detail and accurately, and the content must be concise and to the point, such as " Please check", "The electrician has checked", "Please contact first", "Strong request", etc. There is no need to fill it out, just indicate the important ones. General maintenance orders should be filled out in a unified format as much as possible, which can save us thinking time and facilitate the management of the supervisor. Don't make typos or incorrect sentences, and try to hang up after filling it out.

(2) Personnel on duty should maintain a high enthusiasm for work, use more of their spare time to learn professional knowledge, ask for advice humbly, and cooperate with each other among team members. Problems or important information that arise in daily life should be recorded and summarized in a timely manner to improve professional standards. At work, you must control your emotions and ensure the quality of your work every day. Observe work discipline and do not do anything unrelated to work. Correct our service attitude, change our service from passive to active, improve service awareness, and look at problems from the user's perspective.

(3) If the user has questions about the work order, do not listen to the user easily. You can help him contact the grassroots, understand the specific situation and explain it to the user. Don’t express your opinions casually when talking to users, analyze who is right and who is wrong.

(4) If you receive a call reporting a power outage in the outer suburbs, if there is no accident report, you need to transfer it to the local customer service. After the transfer, you can click to start a meeting and you will know whether there is a fault. If it is an outside line failure, you should report it to the duty leader so that the duty officer who receives the call again can make a judgment.

The above three aspects are the problems and deficiencies that my team members usually encounter when answering the phone. Through Master Wang's timely correction and strict supervision, we gradually mastered relevant business knowledge and gained a deep understanding. Only by integrating knowledge can services be explained more clearly to users. In terms of dialogue with users, we have also improved many problems, such as speaking, tone of voice, conversation skills, etc. , becoming more and more standardized. While we've made some progress this year, we're still far from perfect on every call. Whether it is business or service, you must learn from outstanding duty officers in other groups or service pacesetters in other units to improve your own quality.

Master Wang often takes the team members to conduct physical learning at his convenience or in his spare time, allowing us to master relevant knowledge more simply and clearly. In the new year, we hope to have more on-site business practices, such as newly added network meters, line bird repellers, user-side metering devices and cabling, as well as various business processes related to newly built communities. Now we only have a general understanding of the above businesses. We are unable to respond to users if they ask for specific information. Through on-the-spot learning, you can have a deeper grasp and increase business depth. Because we often encounter reporters or users with strong legal awareness who call us to ask some questions. It feels a little difficult to answer and the words are not rigorous. It is easy for users to take advantage of loopholes and cause unnecessary trouble. Hopefully some common legal basis will be explained. In terms of the language used to communicate with users, we will continue to strictly demand ourselves with high standards, provide users with standardized, thoughtful, enthusiastic and fast services, and ask Master Wang for supervision and guidance.