Smiling Service Experience and Feeling Highlights 1
_ Expressway has always advocated the use of civilized language. Advocate smiling service, take high-quality service and good window image as the company's service brand. As the window unit of the transportation industry, toll stations have always been the main part of the toll collection work, but with the changes of the times, the service requirements are constantly changing accordingly. There are also higher requirements for front-line employees' service awareness, service level and service skills.
In order to improve the service level of toll collectors, our Dongxi Station specially organized a standardized etiquette service training. Mr. Fang, an etiquette expert of Wuhan headwind service management company, gave a lecture to the toll collectors. The training content is closely linked with practice. The front-line employees who participated in the training experienced the baptism of an ideological storm and the leap of concept time and space. From the toll collector's gfd to the toll collector's service language, service gestures, and then to sitting posture, standing posture and walking posture. Explain the standards and specifications one by one. Let the toll collectors understand the service more thoroughly. Have a deeper understanding of the image that the industry should display and the services it needs to provide. Although the expressway toll collection work is different from other industries such as aviation, banking and telecommunications, all toll collectors should face the drivers and passengers traveling from south to north with a more professional image and thoughtful service.
The implementation of standardized etiquette service is to create a sunny mentality of the toll collection team, so that employees can realize the importance of loving their posts and being dedicated, which is the obligation that every employee should fulfill, so that employees can love their posts and work happily. Images and gestures can express a kind of respect for people, and expressions are bridges and ties between people. Through image and gesture language, we can convey our service to drivers and passengers, and we can improve our service by smiling. Learn to smile, you should pursue a sincere smile from the heart.
Our front-line toll collectors must first treat the implementation of this standardized etiquette service activity with a good attitude. You can't change the driver, you can change yourself. You can't change your policy, you can change your attitude. Respect and being respected between people should be mutual. What drivers and passengers want most is our excellent service and sincere smile. I also have personal experience .. Many drivers and passengers are surprised by the improvement of our image and often hear some compliments. I think this is the good effect of "Ninghu warmth". And conceptually, I want to change from what the leader wants me to do to what I want to do for drivers and passengers. I believe that with the passage of time, with the joint efforts of all our toll collectors, "warmth and smile" will surely spread throughout our Nanjing and Shanghai. Become a highway brand that all drivers and passengers like.
Highlights of smiling service experience and feeling II
Smile is a kind of accomplishment, and it is also a very important accomplishment; Smile is a gift, the most precious gift in the world. Smile is an expression, and it is the most touching expression. Smile is actually a simple expression, but it plays an important role in our life.
"Smile, Light up Service" is a recent activity of Jiangnan Bank. Not to be outdone, our branch responded positively to the call of the head office. Choose the smile ambassador in the industry; All staff actively prepare to write the experience of smiling service and write all our experiences in our usual work into the article; At the morning meeting every morning, we stand in two rows and practice smiling at each other face to face to prepare for the needs of work. At the same time, smiling also brings us a good mood for the day.
In the final analysis, banks are still service industries, and financial institutions, as window units, are closely related to the lives of ordinary people. Our service environment and service level are the focus of public attention. Which bank has the best and most impressive customer service? Which bank's service makes people feel at home? In today's increasingly fierce competition in the banking industry, the service attitude is the first thing we counter staff have to bear. As a front-line teller, customers open the door of the bank, and we are the first to contact. Of course, the first thing customers want to see is our smiling and happy faces, which make people feel at home, give people hope and give them strength. Smile is the best portrayal of employees' mental outlook; Smiling shortens the distance between people; Smiling provides a steady stream of strength for our service.
At work, if we always keep a straight face and don't smile, not only our customers will feel uncomfortable, but even our own emotions will be affected. As the saying goes, "the mind is born", and thoughts will be expressed on the face. If we have a bad attitude, customers will feel that customers will naturally be unfriendly to us. However, if we work with a smiling face, we will naturally use gentle tone and polite language, which will not only arouse the guests' inner goodwill, but also stabilize people's anxiety and impatience, while the user's emotional stability and attitude cooperation will be more conducive to the smooth progress of the work and improve work efficiency.
Banks need to smile, whether it is from the president to the teller, whether we face customers directly or help us in the background. We should always carry out the requirements of smiling service, put this spirit into our practical work and learn to put ourselves in the other's shoes. If we are customers, would you like to see the teller who receives us give us a sincere smile? In fact, in addition to work, you also need to smile in your daily life, give yourself a smile and make your mood comfortable; Give yourself a smile and broaden your mind; Give yourself a smile and make life better.
Let smiles fill our lives. As long as we remember to smile, all difficulties will be solved. Don't be stingy. Smile at the people around us and let happiness accompany us!
Smiling Service Experience and Feeling Highlights 3
Hello, leaders and colleagues:
Time flies, I have been working in Huainan toll station for more than two months. In this new environment, many people don't understand and face problems. With the careful help of leaders and colleagues, I have learned a lot and grown a lot. Change your role and try to adapt to the new environment, new job and new colleagues.
During the two-month internship, I learned about entrance card issuing, export fees, crossing equipment, daily health maintenance, appearance and etiquette in the museum, smiling service and so on. I also gradually realized the importance of improving the service quality of smiling while being familiar with business knowledge. Have a preliminary understanding and view of smile service.
Our toll collection office is engaged in service work, and it is the core of our work to satisfy the drivers and passengers on the premise of ensuring our own interests. Improving the satisfaction and pleasure of drivers and passengers as much as possible is our most pursued goal. Therefore, smile service is particularly important. In today's socialist harmonious environment, smiling service highlights the charm of our toll collectors.
Smiling service is an important part of standardizing polite service. Insisting on smiling service can undoubtedly greatly improve the service days and quality. Smile service provides high-level spiritual pleasure and psychological enjoyment, which has its own gold content. The so-called sincere invitation to the world guests, guests come from laughter, smiling faces can add joy and eliminate barriers. Maybe drivers and passengers come to your booth window in a bad mood. When you say "hello" and smile, you can eliminate his tired and troubled mood. Smile with joy. Smile is a special language of interest, which can be filled with laughter.
Points show respect, affection, friendliness and pleasant interest. Can communicate well with drivers and passengers, ease the tense atmosphere and eliminate strangeness, disgust and distance. Smiling can not only provide high-level and high-standard courtesy service, but also show our excellent service in high civilization at any time.
We have to work at the toll booth for eight hours every day and always smile at every driver and passenger. But people have joys and sorrows. The fluctuation of good and bad emotions and the silence in leisure will affect the quality of our smile. But we should always be ready and smile, which requires us to adjust ourselves from the inside and master the correct methods and requirements. How to adjust and show a smile is a problem that I often encounter and think about in my practical work.
Smile is a kind of performance art, and it is the charm that blooms on the cheeks. Smile is a word often mentioned in our daily life. This is simple and easy to do. Who can't "laugh"? However, our toll collectors are different. Smile when you are happy, and laugh when you are unhappy. Smiling is an emotional behavior for us, but it is also a professional requirement. Our smiles are part of our work. Our smile should be kind and natural, but how to make our smile beautiful in eight hours' work? I think we toll collectors should always keep smiling at all kinds of drivers and passengers, and we need to remember two parts, one is fraternity and the other is heart.
First: fraternity, the spirit of fraternity can make people broad-minded. Since there is love in their hearts, even grumpy people will become gentle under the inspiration of love. Fine steel can be turned into a soft finger, and fraternity is the love of benevolent people! As toll collectors on expressways, we are bound to face countless people, some smiling at you, and some complaining about making things difficult for you. In all kinds of emotions, we should have the spirit of fraternity. People complain about you, that's noisy.
Don't be slow, make fun of your insincere smile, be kind, put yourself in others' shoes, be a driver, you will complain after waiting for a long time, and maybe even smile reluctantly. When you make trouble maliciously and make trouble without reason, we should be strong, have fraternity, forgive others with love, and comfort ourselves with love. Since you have chosen the job of toll collector, you should undertake these frequent things. There are many such things, and I gradually learned to treat them with a smile and keep a peaceful mind. When others smile at you, we should smile calmly because our smile is respected. Smiling has a function. For friends, a smile is friendly. For those who have hurt themselves, smiling is tolerance; To strangers, a smile is communication. Therefore, if we are full of fraternity in our hearts and regard smiling as a habit of love in our daily work, we can eliminate many unnecessary grievances and resolve many unnecessary disputes in advance. You have a good attitude and a good smile.
Second; It's the heart. Work needs our wholehearted devotion, and we should work hard. Many people regard eight hours of work as eight hours of confusion. Of course, this is not a good job. It is generally difficult to put your heart and soul into it and smile for a long time, which requires us to make more efforts. I began to laugh when I saw the car, and I will continue to laugh during the process of charging and issuing cards. With or without monitoring, I must take good care of it and not be lazy. Every action of smile service should be well thought out, and every point should be standardized and standardized. We must redouble our efforts and pay more. We will achieve better results. If you do it with your heart, you can make the smile service handy.
While we adjust the internal factors, we also need to strengthen the influence of external factors on us.
Influence and help. We should expand the help of external factors.
First: Ask leading colleagues. For example, our new employees have many shortcomings, are unfamiliar with the work and have not done enough, which requires us to consult others. Others can better find your shortcomings and correct them for us. Learn to communicate with them, exchange work experience with each other, and better improve the quality level of smile service.
Second: always check the video and look back. Watch your own video, watch your own video as a bystander. When watching the video, you can easily find those incorrect and insufficient places and correct them. We need to watch the videos of colleagues who have done a good job in smiling service, carefully watch the excellent points of others, absorb the essence of others and avoid shortcomings. Communicate well with the monitor, let the monitor notice your shortcomings and inform you in time, so that you can correct your mistakes at the first time.
We enjoy our work with a smile, experience happiness with a smile, and serve enthusiastically and actively with a smile, thus creating a harmonious relationship. Give others a beautiful smile in exchange for your beautiful job.
Smile service for a new employee, I still have a lot of things to do and a long way to go. So far, I still have many problems and shortcomings, and I hope to constantly correct my shortcomings in my future work. It can continuously improve the quality of its own smile service and give drivers and passengers a confident and friendly smile.
Smiling Service Experience and Feeling Highlights 4
Everyone says that the things in Houjie Rainbow Shopping Center are very expensive, but they are very popular every time they go. Why do so many people go to expensive places?
In fact, I think the rainbow is a very good supermarket. The things in it are complete, the style and design are very tasty, and the most important thing is that the supplies and food in it have undergone very strict inspection. Vegetables, for example, are inspected every day.
There are many unique products in "Above the Rainbow" supermarket, all of which are marked as "For Above the Rainbow". This dried mango is delicious. For a person who doesn't like snacks, he must buy them everywhere. This dried mango is not very strong and light. The most important thing is that it contains no preservatives, flavors and pigments, and is harmless to health, sweet but not greasy. In short, I love it. It's just a little lighter. I can solve it by sitting and sitting for less than an hour.
Some things in "Above the Rainbow" supermarket are really expensive, such as eggs, and some fruits and vegetables are horribly expensive! I won't go to see the medicinal materials, in one word: expensive.
However, sometimes some things are very affordable, that is, you need to pay less attention when you discount them. For example, cookies with a price above 16 yuan can be sold to 10 yuan and apples from 6-7 yuan at a discount, and can be sold to 4 yuan at 9 pm. Therefore, when you go to see Flying over the Rainbow, you should choose the evening!
Another reason I like Rainbow Shopping Center is their service team. I dare say they are more qualified than any supermarket waiter. The most important thing is that their service attitude is very good. I remember one day, when my friends and I were playing over the rainbow, we accidentally knocked down the iron shelf where the fresh-keeping bags were placed. There was a loud noise. (Actually, I don't even know how it fell. ) arrange for the waiter in the fruit street to see me and want to get up, and immediately run over and say with a smile that it doesn't matter. I told him I was sorry, and he told me with a bright smile that it didn't matter, because his attitude was too good and I felt guilty. I don't know how this happened. My friend finally picked out two big and red lotus plums for me. Who knows, one of them slipped and fell to the ground, so I picked it up nervously. Then a waiter saw it, and he smiled and said something that made you speechless. It doesn't matter, but I said: the fruit fell rotten, and he immediately took the rotten fruit and said with a smile. It's okay. Don't be so nervous. Then before I came to my senses, he took the fruit. I want to pay, but people say it doesn't matter. What can I do? The service in this supermarket is excellent! This is really a customer-oriented supermarket! In other supermarkets, you have to pay the bill, which is a habit. It seems that flying over Rainbow Supermarket is determined to change this service concept! Good, support you!
If you want to experience this kind of quality service, you can choose to go to Rainbow Supermarket. You don't have to throw other people's fruit like me. You just need to weigh it and know what good service is.
I like to visit the supermarkets in Rainbow, enjoy the excellent service and quality assurance in Rainbow, so the high prices of some products are reasonable.
If only there were more opportunities to experience service with a smile in houjie town's service industry. When the guests are happy, your work will be very happy. Isn't this another victory?
The driving force for development is not far from success.
Smiling Service Experience and Feeling Highlights 5
When Hilton, the world-famous king of hotel management, made a little progress in the management of the first hotel in Texas, his mother turned a deaf ear to his achievements. She pointed out that the only way to really develop business is to master a secret, which is simple, easy to operate, inexpensive and long-lasting. Hilton thought hard and finally found a solution. The secret is just a smile. He found that smile can only play a powerful role if it meets the above four conditions at the same time. In the future, "smile service" has become a major feature of Hilton Hotel management. For more than 50 years, Hilton asked the service staff the most: "Did you smile at the guests today?"
As our financial enterprise, smile service is like a magic key, which can open the secluded palace of the soul, let its light shine on everything around and add warmth to the surrounding atmosphere. However, smile service is more like the wings of an angel, which allows us to roam in the sky, walk at the front end of the enterprise and stand on the top of the Forbidden City with many strong people. Smile is not only an expression display, but also an emotional communication with the parties. When you smile at customers, you should express the following meaning: "Welcome to our credit union, I am glad to serve you." A smile reflects this good mood. Moreover, smiling service doesn't mean just smiling on the face, it should be sincere service. Imagine if an employee just smiles blindly and knows nothing about the inner thoughts and requirements of customers, then what's the use of this smile? Therefore, smile service should be accompanied by emotional communication and exchange. Only in this way can you get the understanding and tolerance of the other party when you are negligent in service and work.
Smile service is also an intangible asset and contains business opportunities. According to the newspaper, an old lady in America met the owner of a grocery store after buying a lot of things. The old lady said, "I haven't been to your store for 12 years. 12 years ago, I went shopping in your store every week. However, one day, a clerk was as cold as ice and his attitude was really bad, so I went to other stores to purchase goods. " Hearing this, the boss quickly apologized. After the old lady left, the boss calculated an account: if the old lady spends $25 a week in the store, then 12 is 15600. According to the most conservative estimate, he lost at least 1000 dollars, just because of the lack of a smile. This shows the importance of smiling service. If you can't even do the most basic smile service, how can you get the trust and support of our customers and society? Only by sincerely serving the masses and treating them as family members will your smile be natural and sweet, and the masses will buy your "smile". It is necessary to benefit from and develop service, and truly create a warm and comfortable environment for customers. Smiling service should be the motto of our credit union employees and even all wage earners.
In the service, it is inevitable that you will encounter grievances. When you encounter grievances, you should also use a smile to resolve them. I remember one day, a customer took 30,000 yuan in cash to open an account. When counting to the third hand, he found a counterfeit banknote of 100 yuan. At this point, I
After telling her, she immediately asked me to return the counterfeit money to her. I told her that we had to confiscate counterfeit money. At this time, she was very angry and said that she would get all the money back. She also said some nasty things. In the face of his angry eyes and rude words, we were not angry, but smiled and patiently explained to her: it is our duty to confiscate counterfeit money, in order to protect more people from counterfeit money. If she didn't want to fake it, finally, she was moved by our enthusiasm, and took out 100 yuan to make up the deposit of 30 thousand yuan, and said, "The service of your credit union is too good and too formal." I can rest assured that I will save money next time. " After this incident, I feel that smile is not only a universal language, but also a silent and moving music, which is a noble expression of human beings. It will always be the bright sunshine in life.
There is an old saying in China that "the lips smell before they smile". Praise others with a smile to make them feel your sincerity, criticize others with a smile to make them feel your kindness, and refuse others with a smile to make them understand your difficulties. Now we are carrying out the work of establishing "standardized grass-roots banks and cooperatives". We should start from ourselves, start from the small things around us, strengthen the service consciousness, make every customer feel "at home from all over the world", continue to inherit the fine tradition of smiling service, let the "jewel-like" smile spread all over the motherland and even around the world, and make the warmest, most sincere and best quality smiling service. Bring more profits and excellent brand image to credit cooperatives. I firmly believe that there will be more touching pictures in front of your eyes in the near future.