2020 Smile Service Experience Summary 1
I am an ordinary counter attendant of rural credit cooperatives. During this time, I have experienced many things and many feelings. In fact, my job is to communicate with customers and help them with deposit and withdrawal and various business consultations. In the past two years, I didn't find the work difficult. As long as I "sincerely serve", we can convey the smile to the hearts of customers through words and actions.
I believe everyone has experienced a sad face. At that moment, whose heart does not yearn for a sunny smile? Smile is the most beautiful flower in the world. Smile is the eternal spring between people. It is so powerful that when you face it, you can't be angry, blame or refuse.
Although most of our customers are farmers, aged between 50 and 90, the difficulty can be imagined. The coordination of hearing, vision and movement of the elderly will delay our work progress to a certain extent. Can you yell at them? Is it cruel of you to do so? It will be counterproductive, and the stubbornness of the elderly will make you more anxious and slow. Smile is not a professional smiling face, but an emotion, a reflection of the smiling people's positive attitude towards life and a true and natural expression of their full inner world. Smile is not only a facial expression, but also an emotional communication with customers. Old people will have more confidence in themselves when they see your smile and can cooperate with your work quickly. So, please smile, respect customers and respect the elderly.
Life is like a mirror. When you smile at it in Zhan Yan, it will definitely give you an intoxicating smile in return. Smile is the transmission of good feelings between people, and a heartfelt smile makes people feel that you are generous, frank and amiable. In the process of service, sincerely offer a smile to customers, which can be felt by customers both physically and mentally, and naturally make customers feel cordial. Interpreting your work with a smile, experiencing fun and growth from it, can also alleviate the emotional and psychological pressure faced by customer service itself. Smiling is one of the best ways to release stress and ease emotions. Smile is the "basic skill" to do a good job in customer service. We should spread happiness to every corner and smile to the hearts of customers.
Smiling service is the basic professional requirement of service industry. Treat customers sincerely, treat customers as relatives and friends, and sincerely provide practical and effective suggestions and help to customers, so as to truly love this job. Smile has the power to penetrate the soul, it can eliminate all suspicion and misunderstanding, it can dispel all sorrow and sadness. A caring word, a sweet smile, or even a little help to us will give our customers great encouragement and touch. Let's greet every customer of rural credit cooperatives with a smile and greet every sunny or rainy day with a smile.
Summary of 2020 Smile Service II
When a person smiles, it shows that she is friendly, warm and frank. It's easy to laugh, but it's charming. Joe girard, the greatest salesman in the world, once said, "When you smile, the whole world smiles." Sincere smile service will make customers feel like spring breeze. "Smile is the best language". After the activity, use the preparation time before going to work to practice smiling in front of the coat mirror. In order to achieve the best effect, let your smile stay in the most beautiful "three-meter smile" and let customers feel "sincerity".
I remember once, a male customer hurried to our boutique sweater shop. I hurried over to say hello to him. Hello, come here. Look at the one I like. I'll try one for you. He said, "The skirt I bought here the other day has shrunk. What do you think? " I quickly asked: Is it in the washing machine? He said sternly; No, there is something wrong with your quality. His tone of voice is very unfriendly. I quickly said to change it for you. He said it wouldn't happen again. I smiled and said: Don't worry, you can bring it back if you are uncomfortable. He smiled with satisfaction. I saw him again on July 3rd. I think there is something wrong with his clothes. I went over and said, hello? Can I help you? He said your clothes are very comfortable to wear. I'm here to help someone bring one, the same size as mine. I nodded happily. He said: Not suitable for me to exchange. Your service here is really good. Buying clothes here makes me feel very intimate, just like coming to my home. It feels good. I will buy it again next time. I smiled with relief.
Smiling is a state of mind, which comes from the respect, care and love of employees from superiors, from the love of posts, and from the passion for work.
Most managers in the service industry will teach employees that quality service begins with smiling service, which is the basic skill of waiters. Let's always remember and practice this famous saying: "Did you smile at the guests today?" Have you achieved quality service? "
Summary of 2020 Smile Service Experience 3
Smile is a language without national boundaries.
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 real development of the service industry can only be achieved by mastering a secret, which is simple, easy, cost-free and lasting. He found that smile can only play a powerful role if it meets the above four conditions at the same time. In the future, smiling service will become a major feature of Hilton Hotel management. For more than 50 years, Hilton asked the service staff the most: Did you laugh today?
As our financial enterprise, standing at the top of the Forbidden City with many powerful people, smiling service is like the wings of an angel, which allows us to roam the sky and walk in front of the enterprise. Smile is not only an expression display, but also an emotional communication with the parties. When you smile at a customer, it means: Welcome, 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 also have 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. Only by serving customers sincerely and treating customers as your friends will your smile be natural, sweet and sincere. Smiling service should be the motto of the service industry. At work, it is inevitable that you will encounter grievances. When you encounter grievances, you should also use a smile to resolve them.
Summary of 2020 Smile Service 4
The group company has carried out smile service for more than four years, which has been well received by superior leaders and all walks of life. Smile service has not only become the external image brand of the group company, but also extends to all walks of life. But behind the honor, more is the efforts and hardships of our front-line toll collectors. Smiling with heart and sincere service have always been the basic goal of our toll collectors.
As a fee-paying employee who has worked for three years, smiling service has made me re-examine the service attitude of the industry and promoted the progress of my work. How to communicate with drivers and passengers happily and serve them is our work center. In the past three years, there have been many unforgettable stories about smiling service, including praise, touching, abusive and outrageous, but we all respond to every driver and passenger with a smile, help every driver and passenger in need with practical actions, and resolve conflicts between people with a smile, which is also the charm of smiling service!
But in practical work, many of our colleagues are trying to do a good job of smiling service, but they have not received good results. Some comrades also said that it is really tiring to do a good job of smiling service all day, but in fact, these colleagues are not doing a good job of smiling service, but feel very stiff and fake. The following is my opinion on how to do a good job of smiling service according to my own work experience.
1. Smile smile service process.
There is a saying that diligence can make up for it. Only through hard training can athletes achieve good results, and so can smiling service. If the smile is unnatural, the amplitude of the smile can be adjusted by practicing in the mirror. If the smile service is not correct, you can have someone to guide you and practice more. Practice will make perfect, so as to practice the basic skills of smiling service.
2. Management office and toll collection office should organize more training on smile service.
There are two main purposes to carry out smile service. First, let the toll collectors always have a strong sense of smiling service; second, let the toll collectors standardize and standardize the smiling service, thus reducing the smiling service gap among the toll collectors.
Three. Strictly and timely implement the reward and punishment system.
Comrades who report and praise the smile service should be praised and rewarded, and comrades who criticize backwardness should be encouraged and guided. The implementation of the reward and punishment system must be timely and rapid, so that the toll collectors have the self-motivation and confidence to do a good job of smiling service, so as to achieve the purpose of establishing the system.
4. Promote the improvement of smile service through "video comment".
The shift supervisor, the monitor and the toll collector should strengthen communication with the monitor, and find the problem by looking back at the video because the action and smile of the toll collector are not in place. In view of the shortcomings, correct them immediately, strengthen practice, and achieve the good habit of knowing mistakes and correcting them.
5. Create a positive and pleasant atmosphere before class.
Personally, to create a good atmosphere before class, the shift supervisor and monitor should take the initiative to take the lead, smile and hold a good pre-class meeting. In addition, a series of small activities can be taken to adjust the atmosphere before class, such as arranging toll collectors to sing a cheerful song in turn in each class to achieve the effect of high mood. It can also be adjusted in different ways.
6. When dealing with drivers and passengers, we should strengthen eye contact.
Colleagues who are tired of smiling service, I think they are repeating the mechanical process of issuing cards and charging, lacking communication with drivers and passengers. Eyes are the windows of the soul, through which feelings can be conveyed. Eye contact and polite nodding can stimulate the toll collectors to do a good job of polite service. This suggestion might as well be tried. The above is the way I think to do a good job in smiling service, but the fundamental way to improve smiling service is to understand the traditional Chinese virtues, treat people with courtesy and respect each other. Only in this way can we smile with "heart" and treat our work with a peaceful attitude, and can we reflect the true value of smiling service.
Summary of 2020 Smile Service Experience and Feeling 5
In this training, I learned the real smile, the sharing of smile stories and the examples of nonstandard smile service of front-line service personnel, and got a deeper understanding and understanding of smile. Smiling can enhance the sense of beauty, make us attractive, bring many unexpected effects and bring benefits to enterprises; Irregularities, perhaps casual rigidity or laziness, will write off our efforts and bring adverse effects to enterprises.
How to smile, how to apply it to work and how to avoid irregular behavior are issues that every company employee should think about. I think there should be the following aspects:
First, from subjective change, from passive smile to active smile.
Only when we truly understand the benefits of smiling can we smile from the heart. Through theoretical study, we can easily understand the meaning of smile, which extends to taking the initiative and requires a kind of self-adjustment, which requires changing our inherent work habits, thus forming a good code of conduct.
Second, adhere to professional services, there will be gains.
The drop of water wears away the stone, and our efforts need a process from quantitative change to qualitative change. This process is long, perhaps difficult. I believe that the establishment of the brand is hard-won. Adhering to professional services is always accompanied by the growth of our brand, and it is also a reward for our persistence.
Third, we must resolutely avoid unprofessional behavior.
First of all, we should start from me and avoid unprofessional and unprofessional behavior. Secondly, we should influence and educate the employees around us, like supervisors, who are willing to avoid bad behavior and gradually form a good atmosphere. We should persist in praising good things, be brave in criticizing and summing up shortcomings, and gradually improve the team.
These are some of my experiences in this training, and I will try my best to use them in my future work to make my own contribution to the company.