Speech on service industry 1 Dear leaders and colleagues,
Hello everyone! I'm a waiter in the lounge of Department xx, xx. Thank you very much for giving us another stage to show ourselves and an opportunity to show our talents.
The foreman of xx male and female guests that I have competed for, although he knows something about male and female guests, is not dialysis. I don't like ignorance, so I also seize this opportunity to learn more.
If I were a foreman, I would first improve the business level of my colleagues on duty, make everyone familiar with every operation process, do my best and entertain every customer with the greatest enthusiasm. The service industry pays attention to sincerity, smile, courtesy and thoughtfulness, so that colleagues can reach the level of answering questions and caring about the humble abode, so that every customer can feel our sincerity and enthusiasm; Let customers hope to come and return with satisfaction.
Secondly, lead colleagues to do all aspects of health work, so that every guest can see and feel the beautiful, clean and comfortable image of our company or each department. Ask and listen to customers' opinions and suggestions with an open mind, report the situation to superior leaders in time, and make contributions to maintaining the company's image.
Furthermore, be a good helper of the superior leaders, actively give suggestions to the leaders, and make their due contributions to the development of the company in all aspects. Be good friends of colleagues, actively solve problems for colleagues, care for colleagues, and love colleagues, so that everyone can become a small group of unity and forge ahead.
Thank you all.
Good morning everyone. I'm xxx, the manager of the xxx counter on the fourth floor. First of all, I would like to thank the leaders for their cultivation and trust in me. Let me have the opportunity to stand here and share my sales and service experience with you. I also hope that everyone will gain something in this sharing process. As a front-line employee, I deeply know that "service" means "intention". So how can we really "serve with heart"? My years of experience tell me: "careful", "loving" and "self-motivated". Today, my focus is to share with you around these three "hearts". As long as you serve every customer with this mentality, you will become an excellent salesperson, and at the same time, you will have many friends.
First of all, first, "careful", when I say careful, I mean keen observation. As long as the customers who are shopping are our potential customers, they all have needs. The key is whether our observation can accurately find the needs of customers and stimulate the desire to buy. When the customer first entered our counter, in fact, our communication had already begun. We can observe some bright spots from customers and cause a sensation. Such as hairstyle, dress, temperament, accessories. Through these subtle observations, we can open up topics that customers are more interested in, narrow the distance between us and our customers, gain mutual trust, and gradually switch to our sales with the needs of customers. Of course, we must learn to read words and observe emotions. Learn more about customers' needs from their manners and expressions. And in sales, you can also understand the temper and personality of customers. For example, a simple customer is usually generous in character. For such customers, it is necessary to quickly recommend products and quickly conclude transactions, saving him time. There are also customers who are slow to choose goods, and many clothes are picked and compared, and they are hesitant. Generally, such customers are more obedient and have poor independence. For this kind of customers, we must be patient, carefully select products for them, and explain them properly to urge him to make a purchase decision.
Second, we should have a caring heart, "love". Caring for others means caring for yourself. As long as you help others without asking for anything in return, one day, when you need help most, he will certainly lend a helping hand and get unexpected surprises. One day at noon, there were not many customers, and a girl walked into our counter. I greeted her warmly. But she's always running from something. A closer look reveals that there are burn marks from her face to her neck. Through simple communication, I learned that she was accidentally injured by fire and wanted to buy a dress to wear to see a doctor. I suggested that she had better choose cotton clothes with zippers and hats. Because the hoodie can cover her scar, it is very convenient to put it on and take it off when seeing a doctor. Because the burn is serious, the fitting action should not be too big, and considering that the fitting room is relatively small, I am afraid of touching her wound, so I try to lean aside and encourage her not to be afraid, which will definitely be fine. Maybe she was moved by my words and deeds. With my help, she chose several clothes and finally chose three styles. After paying the money, she thanked again and again and left. Now that I think about it, everyone is very emotional. People really need to help each other. Care is the most beautiful language. Try your best to help others get happiness and make yourself happy at the same time.
Third, we should be "self-motivated". As the saying goes, "A threesome must have a teacher." Listen to the sales experience of excellent employees, take part in various trainings, try various sales skills, adopt different ways of speaking, find the most suitable marketing model and apply it to work. You will find that selling is actually very simple. I have been in sales for nine years. Finally, I would like to share with you the most practical and effective trading method I think. (1) Three-in-one trading method: Sometimes we will encounter the situation that customers don't know which pair to choose when they look at several pairs of shoes. In fact, they will hesitate to choose a pair for a while and prefer the middle pair for a while. If you want to sell a product to a customer, put an expensive one under that product and a cheap one on it. Buying expensive shoes feels wasteful, and buying cheap shoes feels a bit low-grade. Usually customers will choose the middle one. (2) rhetorical closing method: give priority to answering his question one, but at the same time bring a rhetorical question. You ask questions, he answers, which means you have a chance to make a deal. It is also very important that when you feel that a customer has a favorite product, you must go to him and ask him to try it.
If we sincerely apply these three hearts to sales work, learn how to express them, and always keep smiling, confident and good service attitude, then sales performance will also flourish. The above is my personal experience and summary. Thank you again for giving me this platform and let us grow together. Here, I wish all my colleagues a brighter future in by going up one flight of stairs and Causeway Bay. Thank you all.
Honesty and trustworthiness are the traditional virtues of the Chinese nation. Since ancient times, abiding by honesty is the standard to measure a person's behavior, quality and personality. Being an enterprise also needs honesty. The ancients said: "The way to manage lies in honesty, and the way to make a profit lies in faith." Honesty and trustworthiness is the basic moral principle of being a man, and it is also the premise for enterprises to fight against the market. In today's socialist market economy, we pay attention to "honesty" because there is a shadow of lack of honesty in real life. Fake cigarettes, fake wine, fake certificates, counterfeit banknotes, etc. have left many dishonest shadows on people's minds, leading to a lack of trust and understanding between people.
As a service worker, especially as a "golden ear", how should we face the actual work now? In practical work, people often understand service as attitude, that is, good attitude = good service, but it is not. Service has a deeper connotation and is closely related to the implementation of rules and regulations. Everyone knows that dealing with customers directly is tiring and tedious, but I like this job and I like to see the expression of customers expecting satisfaction. I like to see customers come here tired and leave with a satisfied smile; Satisfied with the sense of accomplishment gained after adhering to the principle of ensuring the interests of hotels and customers. However, due to the lack of hardware, we often have to make up for it through manual services, and we also have to accept the vent of dissatisfaction when customers fail to reach their goals. In short, all kinds of people come and go alternately, so that I have forged an indissoluble bond with many customers, and exchanged sincere services for the true feelings of customers, making our work vivid and colorful!
I think the work of our front desk is the signboard and facade of our hotel, and it is the window to show the spirit of "Golden Spike". The words of hotel quality service are the place where customers' first impression is formed. This is the first contact place when customers come in, and the last explanation place when customers leave. The quality of service here will largely determine the whole mood of customers here and their psychological feelings after leaving, so I regard my work as solemn and sacred, and at the same time feel my responsibility and pressure. Every time before going to work, you should not only pay attention to your appearance and language, but also pay attention to your mood and mentality. We should forget our family, our life, our unhappiness and troubles, our physical fatigue, that is, we should baptize our hearts and devote ourselves wholeheartedly to our work. Only in this way can you serve customers wholeheartedly and think of the enterprise wholeheartedly. My work center is: all for customers, all for customers, all for customers. It is not easy to do our work well. Every day we come into contact with strange faces, customers of various identities and people with different personalities. Some of them know you, some don't understand you, some are of good quality, and some are of poor quality. Their requirements are what we can do, and some we can't do, which require us to use enthusiasm and quality. We are human beings, and the comments on hotel quality service also have their own personality and emotional changes. In any case, we all have a strong ability to adjust our mentality. I am happy when customers are happy, I am satisfied when customers are satisfied, and the troubles of customers are solved. I think the customer's business is no small matter, and my own business is no big deal. Therefore, over the years, customers have not been dissatisfied because my work is not in place As a "golden spike", I am steadfast in my heart and learn from my customers. The operation of a hotel is just like the operation of a computer. Not only high-quality hardware, but also good software are needed. Our equipment is hardware and our service is software. Our hardware may not always meet the requirements of customers, but our software will try its best to meet customers without damaging the interests of the industry and our personality. Over the years, we have exchanged sincerity for truth, and we have exchanged honesty for sincerity, which has left a deep impression on customers and attracted many repeat customers, leaving intangible wealth for enterprises.
In ancient China, there was such a couplet: the reeds on the wall are top-heavy, the bamboo shoots in the mountains are thick-skinned and empty-bellied, to describe those who have no knowledge and are not serious about their work. In today's society, this is also a warning to our service personnel. If there is no high-quality service and integrity, this enterprise will not stand the test of wind and rain and time, and will soon wither without vitality. As a desk worker, I will continue to learn to charge, enrich my knowledge and improve my ability to cope with market changes. I don't want to be a bamboo shoot in the mountain or a reed on the wall.
We have no rhetoric, only plain words and deeds; No glorious deeds, only ordinary work; There is no hero image, only a busy figure. But it is this simple, ordinary and busy that fully embodies our love and loyalty to the cause. I hope that with our efforts, our quality service and our integrity, we can make this place a home for customers, a shelter for customers, a gas station for customers' lives, make our business flourish and make our tomorrow more brilliant!
Speech in the service industry 4 Leaders, guests and colleagues:
Good Morning, everyone! I'm Zhang Yanhua, the flight attendant of Longhua Team.
It's a great honor to speak as the representative of seed Team of Longgang Public Transport Quality Service.
In the eyes of most people, the job of a flight attendant is simply to collect money and sell tickets. But after five years of flight attendant work, I deeply feel that the job of flight attendant is actually to bring safe and comfortable carriage service to passengers. Every day, only when the last passenger leaves my carriage with satisfaction, will I proudly say: I have completed the mission of this day. I know very well that we are not a single individual on the bus, but we represent the service image of the whole Longgang bus, the whole bus group and the whole Shenzhen bus industry!
After the selection and training of the company, I am fortunate to be a seed player with high quality service, which makes me very proud. Thanks to the company for bringing us such an opportunity and platform, so that we can fully show the elegance of Longgang bus attendants. The reason why we can become the seed players of quality service is not only because we have mastered the basic business skills, but also because we can strictly abide by the professional ethics of public transport, and more because we have a sincere heart to serve passengers!
Such an honor is not only an incentive for us, but also a spur. It represents the recognition of our past work, and it also means putting forward higher requirements for our future work. Therefore, in the future work, we should strictly demand ourselves with the standard of high-quality service for seed players, do our job dutifully and strive to become an excellent flight attendant. At the same time, we are also disseminators of quality services. We should use practical actions to infect and drive the stewardess sisters around us towards the goal of quality service, so that the seeds of quality service can take root and grow sturdily in the fertile soil of Longgang bus, and let quality service blossom everywhere in the whole bus industry in Shenzhen!
Although the work of flight attendants is ordinary, please believe that through our unremitting efforts, we will make extraordinary career in this ordinary post. We will repay the passengers and society with sincere and smiling quality service, so that every passenger who takes our Longgang bus can truly feel the quality service of "satisfied peers"; Make due contributions to build a high-quality bus service brand in Longgang and improve the service quality of the whole industry!
Hello, everyone, the topic of my speech today is "Service creates value, and service starts with me". The competition among enterprises is nothing more than products, prices, channels, promotions and services. Our company has long regarded service as the most important means of competition and attached great importance to it. Because the testing industry is special and the products are the same, it is impossible for you to develop a differentiated product that is different from other testing stations. Criteria for accreditation and evaluation of laboratory qualifications. 1。 It is clearly stipulated that laboratories and their personnel shall not engage in product design, development and production related to testing. The cost is the same. Over the years, prices have soared, fees have not risen, prices have remained unchanged or even declined, and there is no room for competition in prices. In today's increasingly standardized testing industry, only by working hard on services and realizing differentiated competition in services can we attract customers, stick to the rules or copy others' practices, become followers or be eliminated, and only by being one step ahead of others can we become leaders. This is also the reason why Chang Rong Company took the lead in launching overtime measures on Saturday and Sunday in the city's testing industry this year.
The results of modern marketing statistics show that more than 50% of a company's profits are brought by repeat customers, and the factors that attract repeat customers are service quality first, product second and price last, which is why our Chang Rong company has always emphasized service quality, service concept and service brand building.
Service creates value, we are in service value, not service price. Why do company leaders visit inspection units and hold customer seminars? The comprehensive business department should hold a customer satisfaction survey to find out what customers' needs are and what we need to improve, because it is necessary to raise customer satisfaction to loyalty. Why is the window staff smiling brightly? Because a smile is more infectious than flowers and perfume. Why do window and production front-line personnel often have lunch late? Because they want to send users away before eating. When users come to eat, they will immediately put down their chopsticks and continue to eat after the test. In winter, you will find that their meals will be hot first and then hot. In April, everyone was wearing jackets, and the workshop began to wear short sleeves and turn on electric fans. What are sweaty clothes in summer? When you come to the workshop, you can see the truth. Your personality is a female colleague, and your back is wet. Not simple! Look at Master Xie Junxian, squatting for hours doing equipment repair or maintenance, sweating all over, half covered in oil. I saw Mr. Wang wipe it with a paper towel himself. Who are they? Who are they for? They are my lovely colleagues. They are the most beautiful! Turn the service concept of "evergreen detection, love ten thousand cars" into everyone's practical action.
I am very touched. They are all role models for me to learn from. I take this opportunity to make the following commitments to the company and customers:
1, professional specification commitment. Learn from the masters. Our company has skilled drivers with more than 20 years' driving experience, members of the provincial expert group and excellent service posts, all of which are worth learning and consulting. Cherish every opportunity of training, studying, writing papers and attending company speeches. Master relevant technologies, enhance business potential, and realize multi-function for one person. Standardize operation and issue correct test data. Only specialization and standardization can reassure users.
2, convenient and efficient commitment. Customer first, anxious for customers' urgent needs, convenient service is within reach in every link of automobile inspection, from customer reservation to customer special session, from warm customer reminder to efficient schedule management, shortening customer waiting time and making waiting a comfortable experience.
3. Commitment to respect and trust. Be kind to every customer, greet with a smile and take the initiative to say hello, so that every customer feels respected. Friendly communication, patient listening to customer needs, constantly accumulating satisfaction and trust, and finally winning customers' long-term trust.
4. Commitment to lead by example. Service starts from me, starts from the details, and does not accumulate steps, so it is a thousand miles; If you don't accumulate small streams, you won't be a river.
Dear colleagues, "Satisfaction is in the traffic" and "Satisfaction is in the window" are the needs of competition, development and the vital interests of every employee in our company. Everyone is a window, and the service starts from me. We must work together to establish a long-term satisfaction window and seek the sustainable operation of the company!