Experience of service (1) With the increasingly fierce competition in various industries, individuality is our power supply industry. Whoever has advanced information technology, scientific management methods, unique corporate culture and high-value quality services will be in an invincible position in the competition; Otherwise, it will be eliminated in the competition. From this, we can easily see that corporate culture and quality service are of great benefit to power supply. Only by establishing their own unique corporate culture, enhancing core competitiveness, bringing value-added services, meeting the growing needs of customers and retaining customers can we gain a foothold.
Through this study of quality service, I clearly understand what service is. Service is to wear the customer's shoes with the feet of the server. In other words, I want to think from the customer's point of view and meet the customer's needs. This is a service. And how to bring quality service to customers? This requires me to have a good sense of service and professional attitude, and achieve five diligence: eye diligence, oral diligence, ear diligence, hand diligence and leg diligence; Four good: good professional image, good service attitude, good service skills and good inquiry and answer; Three not afraid: not afraid of dirty, not afraid of fatigue, not afraid of trouble; Learn to be grateful and considerate of customers, think for customers, gain insight into opportunities, and complete the best service before customers express themselves.
Through this study, I can understand the classification of customer needs, the different needs of different customers in different situations, learn to identify these needs by observing words and observing colors, and bring different types of services to different types of customers according to the differences in customer types. By studying the standards and skills of service, I learned the workflow of power supply industry and the handling skills when encountering special situations (such as customer complaints). I understand the function and benefits of smiling, and at the same time, I deeply realize that an excellent enterprise employee should have a good personal image and regulate his behavior with manners, work and daily etiquette, so as to remain professional and elegant all the time. I learned three communication skills (observation, listening and language), and understood that effective communication should be based on sincerity, starting from the heart and communicating with customers with love, so as to win the hearts of customers. In a word, attitude determines everything. Details determine success or failure. Smile changes fate. Culture creates brand. Communication starts from the heart. Politeness travels around the world. Service creates the future. These seven short sentences are exactly what I learned the most from this study.
Although the short study has ended, the real test for me has just begun. In the future work, I will, as always, be diligent, loyal, rigorous and pioneering, arm my mind with the advanced service concept I have learned, deal with my work attentively and with a good attitude, serve my customers with an elegant professional image, and improve my business skills and service skills through continuous learning.
Look at the world and look forward to the future. In the competition of the future society, I will meet the challenge with a brand-new attitude. In the process of operation and service, I will straighten my mind, treat customers with a smile and tolerance, impress customers with love, and create a brilliant future for electricity with quality service.
Service experience (2) Work experience of waiters
As a student who hasn't officially left the university, in order to prepare for the teacher recruitment and the civil service exam, I decided to find a job to prepare for the exam. At the job fair, someone called me when I was looking for a clerk position in a company. Looking back, it was two beautiful sisters, recruiting waiters in a gourmet villa. In my subconscious, waiter is a hard and disrespectful profession, and I have never planned to do such a job. Later, I was moved by the words of my boss's beautiful sister. She said that although this industry is very hard, it can reach many people. As a student who hasn't stepped onto the society, you can quickly exercise your potential in many aspects, so I decided to give it a try.
I often see newspapers and TV reports on unsafe and impolite behaviors in restaurants, so I decided to drive to "inspect" the environment of restaurants before going to work. The restaurant gave me a good first impression, the decoration was not tacky, the staff were neatly dressed, the floor was clean, the table was clean, the tableware was placed neatly, and the guests seemed to be quality people. So I reached a working agreement with the villa.
Everything is difficult at the beginning! On the first day, after a brief explanation training for the foreman. My job is to deliver food, also called take-away. Go to the lobby. When the foreman assigned the work, he asked for a long time because he didn't understand the meaning of taking food. Only then did I really know what "feeding" meant. Take a tray and put as many dishes as possible on it. I've tried serving four different dishes at a time before. It is such a trip back and forth that people feel that their hands and feet are not their own. At the same time, they must clearly remember which dish belongs to which table and tell the waiter who served it. On the first day, because I only looked at the restaurant menu during the training, the hardest thing for me was that I had to walk a little after the chef told me what the name was and remembered which table it belonged to. But because the waiter reported the name of the dish, I looked at the appearance of the dish and remembered which table it was, and then told the waiter.
Finally, the first day ended and I went to work the next day. The manager's personality to comfort me. She said, I'm afraid you are tired and run away. I can only say with a smile that I must do what I have decided. She said, like a college student!
Then, slowly, I learned to set the table and began to learn to serve. The feeling is that the more you do, the easier you learn.
After half a month, the manager transferred me to the balcony. Compared with the service in the lobby, this is a brain-consuming and labor-intensive job.
I began to learn to set tables in private rooms, such as tablecloths, bone plates, bowls, spoons, red wine glasses, white wine glasses, small handles, chopsticks, ashtrays, paper plates, mouthpieces and fragrant towels. At first, I yelled at the tablecloth regardless of the mouth cloth, so that the superfine product didn't understand what I was asking. The more I do, the easier I learn. Finally, I can clean the glass and set all the tableware for ten people in twenty minutes. Then wash the dishes, prepare tea, prepare incense towels, and do them one by one, and the working hours will pass.
Pay attention to the collocation of meat and vegetables, dishes and stir-fried soup and cold dishes when serving in the box. Attention should be paid to the difference between guest position, theme position, deputy theme position and escort position. The direction of glass transfer and so on. Learn slowly, correct a little one day, and make progress every day.
Restaurants are places where interpersonal communication is intensive. Every waiter will have extensive contact with many guests every day, and will have various interactive relationships with guests based on service (reprinted from the first model network). Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the publicity and communication of restaurants. My experience in serving guests is that as a waiter, we should pay attention to the natural and smooth tone, affability, moderate volume, continuous and even speech speed, and always remain calm and polite. Those words that show respect and modesty should always be on our lips, such as "you, please, I'm sorry, if you can" and so on. In addition, I think smile is the best and most necessary communication tool in the service process. In addition, the waiter should also pay attention to the timing and object of expression, that is, according to different occasions and different identities of guests, make appropriate expressions. When using language to express, we should use body language properly, such as using appropriate gestures and actions, combined with oral expression language, to build an expression atmosphere that is easy for guests to understand and satisfy. Being good at seeing through the potential needs of guests at a glance is the most worthwhile service skill for waiters in the service process. This requires a keen observation of potential, and this potential demand into timely and practical services. For example, when a guest drinks until the end, he asks if he wants to cook, or consider pasta, or add some side dishes. This service has brought
Is the most valuable part of all services. The essence of observing the potential is to be good at thinking about the guests' ideas and provide timely and appropriate services before the guests speak.
Emergencies in service are not uncommon. What happened to me, too, is that when dealing with such incidents, I feel that we should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put ourselves in the guest's shoes and be able to make appropriate concessions. Character is the responsibility of the waiter. You should dare to admit your mistakes and apologize and compensate the guests immediately. But when the waiter really doesn't do well, he should sincerely apologize. If it is sometimes a small mistake, apologizing in humorous and decent language can make it easier for guests to forgive you and create a simple and harmonious atmosphere between guests and waiters. For example, once I stood by the switch and turned it off without paying attention. I immediately said, I'm sorry, but I said with a smile, it doesn't matter. Darkness is temporary and light is forever. In general, the guest's mood is a mirror of the service brought by the waiter. When the situation happens, the waiter should not think about whether it is his own fault, but say sorry.
In my opinion, selling to guests is not only an important way to fully tap the utilization potential of service space, but also reflects the sense of ownership of waiters, taking the initiative to bring service demand to guests, being good at seizing the opportunity to sell various service products and facilities of restaurants to guests and fully tap their consumption potential. Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology, so as to fully understand and sell products when customers are interested.
Although it is hard to be a waiter, you can get a lot of valuable wealth and be useful to your life if you find the problems carefully. This job not only brought me a salary, but also made me more friends. It also brought me more potential exercise. Language potential, communication potential, observation potential, adaptability potential and marketing potential are all exercised and improved in the protagonist of Waiter.
Service experience (III): Experience in developing high-quality nursing service.
The clouds are bright and everything is blooming! It is early summer, a season full of vitality and expectation. In response to the hospital's request to carry out the "quality nursing service demonstration project" of the Ministry of Health, on the anniversary of "5. 12" Nurses' Day, our hospital held a mobilization meeting for the "quality nursing service demonstration project". With the signing of the letter of responsibility by three head nurses in the demonstration ward, our hospital was formally established.
As the first batch of demonstration wards, our department further implemented effective and standardized nursing measures and created a "high-quality nursing demonstration ward" to make nursing services closer to patients, wards and society and enhance nursing image. According to the characteristics of undergraduate departments, under the leadership of the head nurse, the head nurse organized all nurses to discuss how to carry out quality nursing services for many times. Everyone unified their thoughts. We have changed the traditional scheduling mode, formulated a practical basic nursing work schedule and implemented a patient-centered group nursing model. Re-adjust job responsibilities, implement holistic nursing in charge of beds, ensure that beds are allocated to people, and all nursing responsibilities are implemented to people. Nurses on duty mainly complete basic nursing work, such as vital signs measurement, illness observation, morning and evening nursing, functional exercise, admission, admission, etc. , and assist patients in life and diet, such as water feeding, scrubbing, defecation and other life care; The treatment nurse comprehensively evaluates the patient's condition changes and completes the clinical nursing work of the patient according to the nursing procedure. At the same time, the head nurse further refined the basic nursing data, made clear provisions on the basic nursing measures of graded nursing, and formulated the daily and shift work priorities. On the basis of clear division of labor, the spirit of cooperation among nursing groups was emphasized.
Before eating, all nurses * * * help the patients to eat and know the patients' diet; Understand the psychological state of patients before going to bed, give sleep guidance and care to patients with poor sleep quality in advance to ensure the sleep quality of patients; For patients with poor self-care ability, intensive care should be given to help make all living arrangements, such as going to the toilet, taking off clothes and covering the quilt. By defining the responsibilities and refining the workflow, we can ensure that patients get efficient and comprehensive care. What makes patients deeply understand is that basic nursing is obviously in place. Dad Li, who lives in bed 3A, has been admitted to our department because of heart failure. At the same time, because of gout, he must pay great attention to his diet. The nurse who received him in the hospital specially called the restaurant to explain the matter and asked the chef to pay attention to his personality when preparing meals. The patient's family was very moved, thanks to the nurse. Also, Fu, who lives in 16 bed, has arrhythmia and short-term ventricular tachycardia. At the same time, he has heart failure, long-term hypotension and has been afraid to wash his hair because he is uncomfortable at home. The head nurse personally explained his work and asked for approval to help the patient wash his hair. As a result, the patient was very moved by this matter ... there are countless examples of this. We practice the intimate project of "quality nursing service" with actions.
Through their own professional knowledge, nurses can not only discover the changes of illness in time, but also play a psychological comfort role in taking care of patients' diet and daily life. Many patients report that "it is not safe to spend money on the families of care workers." It's okay now. With the help of the nurse, just make a phone call. " After more than two months' work, most patients in the ward said, "You work hard and have a heavy workload, but there are no complaints and the service quality is first-class." During this period, there are many good people and good deeds in the department, and wonderful highlights abound, and nursing satisfaction has improved. The smiling face of recovery and sincere thanks contain countless hardships in nursing work. How many nurses work overtime to meet the dawn and go home in the stars and moons? How many nurses bury grievances and accusations in their hearts and leave satisfaction and smiles to patients. They are writing a new image of nursing quality service with words and deeds!
The establishment of pilot wards is an unprecedented challenge, and there is no fixed model to follow. We should constantly sum up, constantly improve, * * * explore, constantly practice and * * * forge ahead in our work, wholeheartedly bring full, comprehensive, high-quality and intimate nursing services to patients, and create a comfortable, warm and harmonious medical atmosphere.
I recommend it carefully.