Summary of work experience in service industry Part I
First, study hard and keep pace with the times theory is the forerunner of action. As a basic telecommunications service personnel, I deeply realize that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
1, pay attention to overcoming ideology? Idle? Make love. Adhere to the system and carry out theoretical study as planned. First of all, don't treat theoretical study as? Soft indicators? And consciously participate in the concentrated study of party classes every quarter; Secondly, insist on individual self-study and develop according to your own study plan? Nails? Spirit, squeeze time to study, correctly handle the contradiction between work and study, do not neglect study because of busy work, and do not relax study because of heavy tasks.
2. Pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is more important than application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work. I've been in the company for three years, focusing on transforming theory into my own scientific way of thinking, into a correct grasp of practical work, into a way of thinking to guide work, actively studying new situations, solving new problems, taking a new path, overcoming old-fashioned ideas and trying to avoid them? Empiricism? Expand your mind.
Second, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist? Is it not easy to do simple things well? . Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
Over the past year, in order to actively implement the suggestions put forward by the bureau party Committee? Customer first, service first? My working ideas enable me to serve customers better. I humbly ask the old comrades of the company, study hard and learn from their work experience, and at the same time strictly demand myself to give detailed answers to the inquiries raised by customers; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions.
The above is my summary of the whole year's work, but I know there are still some shortcomings, and there is still a gap from the requirements of superiors. First, lack of work experience and loopholes in actual work. Second, there is not enough innovation in work. Third, there is impatience at work, sometimes eager to achieve success. The next step is to make a good work plan, overcome and improve it.
I. Financial Work in the City (I) Dalian Port successfully issued H shares and made a major breakthrough in listing financing. In April this year, Dalian Port was successfully listed on the main board of Hong Kong, raising HK$ 2.5 billion, which achieved a breakthrough in the initial public listing of Dalian enterprises overseas. Dalian Port is warmly sought after by overseas investors, and it has launched the brand of revitalizing Dalian's old industrial base and building an international shipping center in the international capital market. In May this year, Runze Agrochemical and Dongtai Waste Treatment were listed and traded in otcbb in the United States, and there were 4 private enterprises listed outside our city. In June, Dalian West Pacific Petrochemical Company, with China Merchants Bank as the lead underwriter, successfully issued 654.38 billion yuan short-term financing bonds, becoming the first short-term financing bonds for enterprises in Liaoning Province, opening up new financing channels for enterprises.
(2) Promote the construction of Xinghai Bay Financial and Business District. The first phase of the project, Block A, is progressing smoothly. The plot B project developed and constructed by China Railway Construction Engineering Group officially broke ground on April 19, and it is expected that the main body will be capped by the end of this year. The second phase of the project identified five projects: Financial Building, Securities Building, Trust Building, Insurance Building and Petroleum Building, which were held in Hong Kong. Investment project promotion meeting of xinghaiwan financial business district? More than a dozen enterprises, such as Ye Hao and Litong Investment, signed a letter of intent with the municipal government to invest 700 million US dollars. Our office will coordinate with Xinghai Bay Development and Construction Management Center in many ways, and the overall relocation preparations are ready.
(3) Implementing various measures to accelerate the innovative development of the financial industry.
1. After active efforts, Dalian Commodity Exchange was approved to list soybean oil futures on June 5438+0 this year, forming five trading varieties of soybean 1, No.2, soybean meal, corn and soybean oil, and initially improving the trading system of agricultural products.
2. Continue to further promote the innovation and development of insurance. On June 5438+ 10 this year, the first standardized enterprise annuity business of 2.45 million yuan jointly undertaken by Taiping Pension Insurance Company and Industrial and Commercial Bank of China was officially signed, marking the beginning of the market-oriented operation of standardized enterprise annuity in our city. At the same time, liability insurance, agricultural insurance and construction accident insurance have also been further developed and popularized, giving better play to the role of commercial insurance in assisting social management. Actively promote the construction of insurance credit system and service innovation, and carry out insurance into the community.
(4) Deepening local financial reform and making local financial institutions bigger and stronger.
1. Support city commercial banks to operate across regions and become bigger and stronger. In accordance with the standards formulated by the China Banking Regulatory Commission, we will fully promote the cross-regional operation of city commercial banks. The investment management company of Xinghai Bay Financial Business District was established to help city commercial banks replace non-credit assets by about 3 billion yuan. Actively support city commercial banks to introduce overseas strategic investment partners, and have held talks with more than a dozen foreign-funded financial institutions. At present, preliminary cooperation intentions have been reached with National Bank of scotiabank and Australia, and substantive negotiations are under way.
2. Deepen the reform of rural credit cooperatives and support the establishment of rural cooperative banks. In June 5438+10, Ganjingzi Rural Cooperative Bank was approved to be established, taking the lead in completing the establishment of rural cooperative banks among 78 county-level rural credit cooperatives in Northeast China. Ganjingzi Rural Cooperative Bank was formally established in June 5438+10, becoming the first rural cooperative bank among 78 county-level rural credit cooperatives in Northeast China.
3. Promote the standardized development of the trust industry. In the first half of the year, Huaxin Trust operated in a steady and standardized manner in accordance with industry regulatory requirements, maintaining a good momentum of development. The balance of entrusted wealth management reached 4.68 billion yuan, and its comprehensive competitiveness continued to be at the forefront of national trust companies.
At the end of April, the bankruptcy reorganization of Chase Securities was officially launched, and the preparations for bankruptcy reorganization have been fully launched.
(V) The share-trading reform of listed companies has been fully completed. Since the provincial government fully deployed the share-trading reform of listed companies in August last year, our city has attached great importance to it and made every effort to promote it. City leaders personally promoted and relevant departments cooperated closely to actively study countermeasures, which effectively solved the difficult problems and historical problems left over from the company's share reform. By the end of June, all the 15 listed companies in our city that need share reform have completed share reform.
(6) Take effective measures to support the development of small and medium-sized enterprises. In March this year, on behalf of the municipal government, our office drafted and issued the Implementation Opinions of Dalian Financial Industry on Supporting the Development of Private Economy and Small and Medium-sized Enterprises (Zheng Da Ban Fa [XX] No.21), which set clear tasks and requirements for the financial industry to support the development of small and medium-sized enterprises. On May 24th, the municipal government held a forum to further implement the implementation opinions. Focusing on the characteristics of private economy and small and medium-sized enterprises, financial institutions set up special institutions, formulated credit management measures, and developed more than 20 new products according to the characteristics of small enterprises. By the end of the first quarter, the balance of small business loans in the city was 45.23 billion yuan, accounting for 18.7% of all loans, an increase of 21900 million yuan over the beginning of the year, with a growth rate of 5. 1.8%, which was higher than the loan growth rate of 1.8 percentage points, accounting for 28.6% of new loans. In June this year, China Development Bank and Dalian High-tech Park signed? Cooperation agreement on special loans to support overseas students returning to China to start businesses? 2.5 billion yuan in special loans for overseas students to return to China to start businesses; The Export-Import Bank of China signed a letter of intent with Dalian Software Park Co., Ltd. to provide special financial support for the software export of SMEs in our city. By building a financing platform, we will promote the construction of innovative cities in our city.
(7) Formulate the development plan of the financial industry around the development of the financial industry and the key work of the whole city? xxx？ Planning. Give full support and cooperation to scientifically plan the development of financial industry in our city in the next five years? One center and four bases? Construction, in the first half of this year, combined with the current financial development reality, closely around the city? xxx？ The plan identified the key tasks and tasks, and set out to formulate the "Dalian Financial Industry Development?" xxx？ Planning objectively analyzes the actual situation, opportunities and challenges of financial development in our city, defines the guiding ideology and strategic objectives of financial development in the next five years, and determines various measures to promote financial development and support economic construction. The development plan has been drawn up, and it has been revised several times to form a draft for comments and sent to relevant units. At present, it is being further revised according to the feedback.
(8) Optimize the financial ecological environment and accelerate the construction of the financial credit system.
1. Implementing Jin Xin Project to Promote the Construction of Financial Credit System. At present, our bureau is making an implementation plan for the construction of financial credit system. In accordance with the requirements of "Dalian Social Credit System Construction Implementation Plan", in conjunction with the regulatory authorities, financial institutions and relevant units, establish a basic framework for credit information collection and credit evaluation system, and comprehensively do a good job in publicity and education, credit legislation, risk prevention, credit information resource integration, and credit market cultivation. , establish a long-term working mechanism, organize the implementation of the city's financial credit system construction system project, and actively promote the construction of financial credit system.
2, the organization to carry out credit cooperatives and credit small enterprises selection activities. The Implementation Plan of Dalian Credit Small Enterprise Selection Activity is being formulated, and the credit small enterprise selection activity is being carried out. Using the information of relevant government departments, we can make a comprehensive evaluation of enterprises, establish a trustworthy model and improve the credit awareness of small enterprises. Actively negotiate with the financial sector, introduce incentive policies for credit union selection, promote the in-depth development of credit union selection, and promote the improvement of financial ecological environment in our city.
(9) Continue to promote the issuance of small loans.
1, organize research and make suggestions. In the past, small loans were mainly promoted by administrative means, and relevant policies were not matched. According to the instructions of the leaders of the office, our office has organized special studies of relevant departments for many times to track the progress of micro-loans. According to the spirit of relevant policies of the central government and the practices of Shanghai and Shenyang, we have formed special reports, put forward policy suggestions, and reported them to the leaders of the city and relevant departments. We have also communicated with the Municipal Finance Bureau many times through telephone calls, interviews and official letters to promote new breakthroughs in this work.
2. Coordinate relations and promote work. In order to effectively promote this work, our office often listens to the opinions of guarantee companies and banks, understands the existing problems and puts forward solutions. With regard to the request of Qi Xiuyu Employment Agency to extend or renew some small loans due, our office has communicated and negotiated with the Finance Bureau, the municipal guarantee company, the municipal commercial bank, the small loan handling branch, Qi Xiuyu Employment Agency and other departments for many times, and organized a coordination meeting. At present, related matters are being gradually resolved.
3. Innovative methods and practical effects. To ensure the sustainable development of microfinance, we must actively explore new mechanisms. According to the investigation results of Mayor Dai in the sandy area, it is suggested that all districts, cities and counties should give policy encouragement to start banks under the condition of increasing financial deposits, and establish an effective loan loss compensation mechanism to relieve the worries of banks. And combine the microfinance work with scientific and technological development and entrepreneurial loans, so that the microfinance work is gradually on the right track.
Second, the main tasks in the second half of the year
In the second half of the year, our office will closely focus on the Party Congress? Accelerate the development of modern financial industry? Task, do the following financial work:
(1) Make every effort to promote the construction of Xinghai Bay Financial Business District.
1. Accelerate the construction of plots A and B in the first phase of the project.
2. Pay close attention to the implementation of the five major investment projects in Hong Kong and build a tangible carrier for the development of modern financial industry.
3. Start the overall relocation work.
(2) actively expand financial opening to the outside world
1. Arrange various financial cooperation activities between the municipal government and the City of London.
2. Continue to promote Citibank to set up branches in the United States.
(3) Implement various measures to build a modern financial service system with perfect functions.
1. Support the innovation and development of the insurance industry, study and explore effective ways for commercial insurance to participate in social management, and continue to carry out the construction of insurance credit system, insurance service innovation and insurance entering the community.
2. Strengthen credit support and financial services for small and medium-sized enterprises, and organize activities such as bank-enterprise docking, financing training and promotion of new financial products.
3. Support large enterprises to develop new varieties.
(4) Accelerate local financial reform and promote the rapid development of local financial institutions.
1. Promote the cross-regional operation of city commercial banks, actively carry out the work of introducing overseas strategic partners, and realize the capital increase and share expansion to 4 billion yuan.
2. Support rural credit cooperatives to improve the overall management level and create a good external environment and conditions for their development.
3. Continue to support trust companies to become bigger and stronger, and steadily promote the restructuring of securities companies.
(5) Vigorously develop the capital market and speed up the listing and financing of enterprises.
1. Taking Dalian Port's successful listing in Hong Kong as an opportunity, we will strengthen guidance and services, fully promote enterprises in our city to use domestic and foreign capital markets for listing and financing, and promote the healthy development of the capital market.
2. Strive for Zhangzidao Fishery to be listed on the GEM of Shenzhen Stock Exchange as the first stock in Northeast China.
3. Explore ways of restructuring and listing of state-owned enterprises with SASAC, and promote overseas listing of key state-owned enterprises such as Lifting.
4. Strengthen the training of listed companies and provide the quality of listed companies.
Optimize the financial ecological environment
1, organize the implementation? Jin Xin project? , formulate the "Dalian microfinance enterprise selection activities implementation plan", organize the selection of microfinance enterprises, and establish an effective working mechanism.
2. Explore flexible and effective disposal methods in conjunction with relevant departments, improve the disposal efficiency of non-performing assets, and speed up the packaging and disposal of non-performing assets.
3 to carry out the selection of credit cooperatives and microfinance enterprises, build a platform for enjoying financial information, and further optimize the financial ecological environment.
4. Integrate the city's financial information resources, build an information communication platform, form an information exchange mechanism, strengthen website construction, promote e-government, realize information sharing, and serve the development of the financial industry. Continue to run community finance schools.
5. Continue to do a good job in preventing and defusing financial risks, and do a good job in securities rectification, large securities liquidation and trust liquidation.
(seven) continue to promote the work of small loans for laid-off workers.
Innovate the micro-loan issuance mechanism, establish an effective loan loss compensation mechanism, formulate incentive policies, mobilize the enthusiasm of banks to actively participate in micro-loan work, and promote the further development of micro-loan work.
(eight) to strengthen the construction of work style and the construction of cadres.
1, continue to strengthen the education of ideological theory, political quality and professional knowledge, improve the quality of government officials, build a learning organization, and consolidate the achievements of advanced education.
2. Continue to do a good job in the construction of soft environment, strive to build service-oriented institutions, and earnestly do a good job in serving financial institutions and the general public.
3, improve the supervision system, strengthen supervision, strict administration according to law, improve work efficiency.
4. Strengthen the construction of a clean government, continue to implement the "Implementation Outline" and "Specific Opinions", and build a clean government system and mechanism integrating education, system and punishment in the financial system. At the same time, the office will further implement the responsibility system for building a clean and honest government, strengthen clean government education, strengthen democratic supervision, continue to carry out debriefing and honesty, and maintain a good atmosphere of diligence and dedication, anti-corruption and honesty.
Summary of working experience in service industry Part II
I have been a supervisor in the service industry for eight years, far from being senior, purely out of persistence and love. Loyalty to the cause is my unchanging original intention, and public servant leadership is my advocating style. There are many management modes, such as humanized management, family management and institutionalized management, which are all good management modes. We should integrate them and make all enterprises feel that our management system is perfect, reasonable and true. Let me talk about my experience in service industry management.
Service consciousness: guests are our customers, and our work is meaningful only when there are guests. Guests are the source of business and our parents. The guest is always right, and we must meet the reasonable requirements of the guest, but these are far from enough. What we want to do is a kind of forward-looking service. There is no need for the guest to say that his eyes and actions are our service objectives. Only in this way can guests feel the unique service. Quality service is the foundation of management, and only by doing a good job can we go further and further.
Management system: A perfect management system is to prevent employees from doing something blindly. System and responsibility should be rooted in the psychology of employees. Establishing and perfecting the rules and regulations and job responsibilities of various departments and posts is the focus of training managers at all levels before employees take up their posts. Fine management is not only reflected in managers, but also in management system. Refine the management system so that employees can clearly know what is right and what is wrong at work. Rewards and punishments reflect the rationality of the system, and serious implementation reflects the authenticity of the system. With a perfect system, managers can follow the rules and treat them equally in the management process. The daily management mode should be persistent and highlight the key points.
Training: Training is to establish an organized, disciplined, civilized, polite, professional and high-quality service team. Training is particularly important and it is a new job. The training mainly starts with the enterprise profile and employee handbook, followed by colleague gfd, on etiquette, courtesy, job responsibilities, service process, service standards, consumption guide, case analysis, emergency management and service.
System and Responsibility: It is often said that without rules and state-owned laws and regulations, there would be no Fiona Fang. Imagine, without a disciplined service team, how can we expect to provide high-quality services, strictly implement the employee handbook, and have clear rewards and punishments? Our team should have iron discipline, advocate the style of soldiers, and be strict in discipline, without exception or discrimination. Formulate detailed employee manuals, strictly check and implement them, form good habits, truly establish a good corporate image for enterprises, thus bringing good reputation and finally winning considerable benefits.
Sanitation: Environmental sanitation is extremely important for the service industry, and it is also the first choice to attract guests. A good sanitary environment will give guests a practical, safe and pleasant enjoyment. Hygiene should reach the standard, and every subtle link can't be ignored. Employees should have health certificates, be diligent at four o'clock at ordinary times, and develop good hygiene habits. Detailed and thorough sanitation and cleaning plans should be made for environmental facilities, including daily cleaning plans and weekly cleaning plans. Adhere to the daily inspection of health work as planned, and immediately rectify the unqualified health. Used for cups, tableware, linen, etc. Where mobile disinfection is required, it must be carried out in strict accordance with the regulations. For the damaged goods, find out the reasons and report the loss according to the procedure to minimize the loss.
Team consciousness: Team consciousness is very important for an enterprise. One chopstick is easy to break, and ten chopsticks are firmly held together. This is the power of unity. Without cohesion and centripetal force, how can enterprises stand on the top of the fierce business sea? Unity is the core of our team, and we should devote ourselves to building a strong and United service team, with the leaders at the top as the core, to achieve enterprise goals.
Energy saving and consumption reduction: energy saving is our traditional virtue. An enterprise should pay more attention to energy saving, including water, electricity, gas and low-cost consumables, so that employees can always pay attention to wasted energy, and at the same time, we can introduce a reward mechanism with clear rewards and punishments to establish employees' awareness of energy saving. Put an end to running water, let people turn off the lights, arrange the power outage time reasonably, make low-priced consumables more frequent in Qin Ying, put an end to waste and misappropriation, try to reduce all expenses with variable and fixed costs, arrange personnel reasonably and avoid waste. Enterprises spend less, which means we earn more.
Promotion: Looking at the promotion worksheet, the work of the marketing staff has little to do with the service staff, but it is not. Any employee is both a waiter and a salesman. After all, they are every point of contact with the guests. Only by mobilizing their enthusiasm, the service items of the enterprise will be more widely known by the guests. In order to effectively promote the work, we must first have a scientific and reasonable promotion and reward scheme to really benefit employees. Sales promotion should pay attention to skills, and the language should not be offensive to customers. It should vary from person to person and should not be forced to sell. First of all, you should be familiar with the relevant matters of the product, so as to answer questions and achieve the purpose of sales promotion. The service work can be carried out smoothly, and the coordination of the work of various ministries cannot be ignored. The survival of an enterprise needs the strong support and cooperation of many external departments, and we must not ignore their existence.
Safety and fire prevention: safety management is the premise that enterprises can't ignore. Scientific and reasonable safety and fire prevention facilities should be set up in enterprises. Never cut corners and deal with things. Fire extinguishers, sprinklers and hydrants should be inspected and drilled regularly to ensure normal use, and must not be used as decorations. Educate employees to improve their awareness of safety and fire prevention, start from themselves and formulate a strict inspection system. Offenders will be prosecuted and will not be tolerated. Prevention is better than disaster relief. Train employees on how to deal with fires, how to use fire-fighting appliances and how to prevent fires. Safety and fire prevention work must not be relaxed.
Anti-theft: Anti-theft work is the focus of management. Ordinary theft cases are divided into internal theft and external theft. Our employees come from all corners of the country, and it is very likely that some people will steal the property of guests or colleagues because of some circumstances. Managers should strengthen ideological education at ordinary times, resolutely pursue such incidents to the end and never tolerate them. Some idle people in the society try their best to steal guests' property when they come to the store for consumption, such as restaurants, multi-function halls and guest rooms. Managers should instill anti-theft awareness in employees and not give thieves an opportunity.
Service slogan
Appearance and appearance are signs of mental outlook.
Smiling and greeting are the beginning of quality service.
Summary of service industry work experience Part III
Service industry is a paid or unpaid industry that takes customers as the center, pays attention to customer experience and meets customers' daily needs. Generally, it is provided to the public through the government or social institutions to solve the daily needs of the public, such as transportation, communication, catering, medical care, energy and so on.
Maybe everyone has had the experience of taking a taxi, eating out, staying in a hotel and flying. As an ordinary consumer, everyone hopes to get the highest attention from service providers, solve their own practical problems and bring them the most comfortable experience.
I used to be a waiter in a restaurant and a cashier in a 4S shop. I worked for a private enterprise boss and later joined Amway as a warehouse assistant. The process requirements of corporate services are becoming more and more complex and the standards are getting higher and higher. The content of service assessment by mysterious visitors is becoming more and more detailed. From being at a loss at the beginning to being able to skillfully greet guests to provide dishes or handle business, from being an ordinary waiter without greeting to knowing how to provide better service to customers from the first step when they step into the store, every change is a further improvement for themselves. As a server, the first and most important thing is to put down your posture. No matter what you have done before, what industry you have been engaged in, from the moment you put on the work clothes of waiters and stand in the position facing customers, you should first become a humble, gentle and good listener from the mentality, be customer-oriented and meet the needs of customers to the greatest extent.
Of course, from the heart? Positive energy? Mojo (called Mojo abroad) can help you exert your personal charm in the service post. When your heart is full of sunshine, joy and sharing spirit, when you like your work very much, when customers are very satisfied with your work performance and praise you, will you feel this way? Positive energy? It will help you get more rewards in this kind of work. Perhaps the reward is not necessarily material, at least you can get a very relaxed and happy mood, experience how to get along with others, and give yourself or others a positive affirmation of your work.
Sometimes, customers will complain or complain at home because some products or services are not provided in place. As the most basic principle of the service industry, it is understandable that customers are anxious or even angry when I buy something that breaks down in such a short time or keep me waiting for such a long time. But as an employee, my experience tells me that we must give timely feedback and handle it according to the specific situation of customers and the detailed regulations formulated by the company. First of all, it is necessary to appease or resolve the bad feelings of customers in time to avoid the deterioration of the situation, take the customers whose emotions are out of control away from the scene as far as possible, report the situation to relevant management personnel in time, and follow up. Secondly, ask experienced seniors how to deal with customers' problems, take the initiative to learn to make up for their own shortcomings, and try to solve the same or similar situations by themselves in the future. Finally, it is necessary to clearly define the causes and main responsibilities of contradictions in time, and find relevant countermeasures to solve them according to the standardized process. Everything has its priorities. List the problems reflected by customers one by one, put the problems and contradictions that can be solved as soon as possible in the first place, and strive to reply to customers as soon as possible, so that customers can feel valued.
In fact, the service industry is a mirror, which reflects the working status of employees, the corporate culture of a company, and even the humanistic and moral level of a society. In today's post-modern society which pays attention to experience, the higher the service consciousness, the more additional value it can provide. Whether from the perspective of improving customer experience and their own quality, or from the perspective of winning better performance for the company, doing a good job is an indispensable part of all work! When you work in the service industry for a period of time, you will find that it will make us more open-minded, more inclusive, richer and better!