Hello everyone! I am * * *. I am very excited to be able to get together with you, pour out our hearts and talk about our ideals in this season of thick greenery and flowers. The topic of my speech is "The Charm of Smile".
Our financial industry is a service-oriented job, dedicated service is our commitment, and customer satisfaction is our pursuit. But to truly serve with your heart and achieve high-quality service, whether you are unfamiliar or familiar, whether you are behind the counter or at your desk, you should smile. But smiling is not a simple expression. Smile is the communication between heart and heart, and it is the communication between love and love. This is the charm of a smile and the essence of our service. Learning to smile is not only the responsibility to customers and enterprises, but also the respect and affirmation to self. It can be said that smiling is a responsibility, an idea and a realm.
As the lobby manager, my work is mainly responsible for receiving customers who complain, handling complaint cases, managing and patrolling the business site, and assisting superior leaders. This let me come into contact with all kinds of people, meet all kinds of things that need coordination, and let me really appreciate the charm of smiling service!
I remember one time, after a customer withdrew money, he asked our teller to exchange it for 200 yuan. I left in a hurry without counting the money. Not long after, the customer returned to the window with an anxious face and said that one hundred yuan was missing. As we all know, it is not our duty to count the money in person after leaving. However, according to the principle of anxious customers, our tellers still check the accounts for them. No extra money was found after verification. However, customers have repeatedly insisted that this 100 yuan must be our fault. She also plausibly said that when changing money, she took out three as two. The customer became more and more excited and threw some ugly words at the teller. At this point, the window has been lined up, and some customers have begun to complain impatiently. I told myself that we must control the development of the situation. If ignored, it may make customers calm down quickly, but it will cause great misunderstanding to customers. Because, she insists that the money is our fault and must not let the customer leave with misunderstanding. So, I went outside the counter, smiled and asked the customer to follow me to the corner of the hall, and then patiently explained to her, assuring her that I would definitely give her a clear explanation. With my encouragement, the client finally calmed down and promised to go to the supervision department to check the surveillance video with me after work. After watching the video, there is nothing suspicious. The client finally has nothing to say, but I know she still has doubts. So, I left a phone number for the customer, so that I can communicate at any time if there is any situation. The client was very moved after listening to my words. She said, I'll look for it. That evening, I received a call from my client. She told me that she had made a mistake and repeatedly asked me to convey her apology to the teller.
Through this incident, I deeply understand this sentence: the furthest distance in the world is not the distance between life and death, but the distance between hearts that don't understand each other! Yes, spiritual barriers can often make people close at hand become distant! However, as long as we take the customer-centered service tenet, adhere to the intimate and sincere service concept and smile service, we can melt the ice of this soul and clear the gap between people.
As the saying goes, give someone a rose and leave a lingering fragrance in your hand. A smiling look and a gentle greeting are warm roses that we send to our customers, full of our deep affection and friendship. Customers can come on impulse and return with satisfaction, which is the best reward for us. In recent years, our marketing department, as a service window dealing directly with customers, has been unswervingly promoting warm service with smiles and honoring every promise with hard work and sweat. With the support of leaders at all levels, we will keep pace with the times and improve service measures, carry out image engineering activities with the theme of "Everyone is an image and everyone is a window", deepen the connotation of banking services, enhance service functions and expand service areas. Whether it is reception, consultation, accepting complaints, etc. We serve warmly and exchange our enthusiasm, care and patience for customers' peace of mind, peace of mind and comfort. Shorten the psychological distance with customers with sincere smiles, and win the trust of customers with meticulous work. In service, we pay attention to treat people with sincerity and affection. There is no wrong customer, only wrong service is our motto. As we know, civilized service needs to have the mind to bear grievances and the patience to explain. Only by injecting true feelings can we really do this.
I remember the famous writer Bing Xin's famous saying: With love, there is everything. Yes, because of our love for finance, we work hard and do our duty wholeheartedly, and turn this sense of responsibility into eternal dedication. Because of our care for customers, we are enthusiastic, patient and considerate, and turn this care into thoughtful and meticulous service! Friends, let's smile because of love. Let's feel the charm of a smile in service, and hold up the brilliant clear sky of financial career in a smile!
My speech is over, thank you!
Smile Service Speech (2)
Leaders, judges, guests and friends,
Hello everyone!
Laugh, everyone will. Can you smile? Do you smile in your work and life? Touching people doesn't have to be infected with tears. Sometimes, a smile can touch others. Smiling can touch your god, and smiling can produce social and economic benefits.
Did you smile at the customer today?
Smile and do something for the passengers, so that the passengers are moved by your heartfelt smile. Smiling, without spending a penny, has created many unexpected effects. Smiling is human nature, and it is the sincere expression of the heart. It makes the receiver rich, but not the giver poor. He was born in a flash, but he left an eternal memory. It not only narrows the psychological distance, but also reaches the ladder of emotional communication.
Smile, face your customers, how to improve the success of the negotiation, just smile. Smiling is the logistics support for victory, and it is a method with the least investment, the greatest effect and the multiplier effect. Only those who love life, customers and work can always keep and have that kind of elegant smile.
The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. It is a sincere smile, not a flattering smile; It is a heartfelt smile, not a sarcastic ridicule; It's a light smile, not a dry smile. A person can have no assets, but as long as he has confidence and a smile, he has the hope of success.
Smile is a kind of strength. In today's fierce marketing competition, if you want to occupy a place, high-quality service is essential. And a heartfelt smile is the key. When it comes to smile service to promote the development of service, there is nothing more successful than Hilton Hotel in America. The smile on the waiter's face in Hilton Hotel always belongs to the sunshine of passengers. Under the guidance of this overriding business policy, Hilton Hotel has grown from one hotel to more than 265,438+00 in less than 90 years, covering major cities on five continents, with annual profits reaching hundreds of millions of dollars. The capital has increased from 5000 dollars at the beginning to tens of billions of dollars. The happiest thing for old Hilton before his death was to fly to Hilton hotel chains around the world to inspect the work. But all employees know that the first sentence he asks you is always the famous saying: Did you smile at the guests today?
Smiling is a kind of comfort, and smiling at others can be worth 1000 dollars. If this kind of smile is naturally combined with friendly, enthusiastic eyes and well-trained manners, it is actually a delicious food that makes others admire. When others see you, they will know that you are ready to help and serve others. There's an old saying in China that lips taste before they smile. In fact, in a sense, smile itself is a language, or an additive to language.
Smiling service can make guests feel at home. People who smile at all the guests in the world, feel satisfied at home and keep smiling and serving are welcome everywhere, and everyone likes to deal with them. Smile to praise others and let them feel your sincerity, smile to criticize others and let them feel your kindness, smile to reject others and let them understand your difficulties. Employees who don't know how to smile make customers stay away. In this way, the advantages and disadvantages of service work and the level of economic benefits are naturally distinct.
Smile is the best courtesy and respect to customers, and it is also the most basic performance!
Smile Service Speech (3)
Leaders, judges, guests and friends,
Hello everyone!
In today's fierce competition in the hotel market, smiling service is a sincere exposure of one's heart, a reflection of one's own cultural quality and courtesy, and a reflection of respect and enthusiasm for guests. It can not only produce good economic benefits, but also create priceless social benefits.
Keep smiling, you can adjust your mood; Second, it can eliminate barriers; Third, you can get a return; Fourth, it is good for physical and mental health.
In order to be in an invincible position, develop more and satisfy customers is the fundamental direction, and a heartfelt smile is the most basic and effective magic weapon to compete with customers. At Walton's house, the most important thing every day is to ask the salesman: Did you smile at the customer today? A smile makes a century of Walton.
A kind smile can shorten the distance between customers and us, and customers will trust and agree with us. A kind smile can bring goodwill to customers and win their respect.
I remember once reading a report on the Internet that an old lady in America bought a lot of things and met the owner of a grocery store. 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's attitude was really bad, so I went to other stores to buy 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. And this is only because of the lack of a smile. This shows the importance of smiling. Attitude is very important for the service industry. Service attitude determines service quality and directly affects the interests of enterprises. Smiling service is actually an attitude of enterprise employees to serve customers wholeheartedly. If all employees of the enterprise can have this attitude, the value it creates for the enterprise will be amazing.
Services are everywhere, services are everywhere. We should not only serve our customers, but also our company, our colleagues and everyone who needs our services. Let service become a habit and an indispensable part of our life.
In the service industry, smiling is an important action that cannot be ignored. Smiling can shorten the distance between people. First, it shows that you are friendly. Secondly, you can show that you are willing to serve customers; Can reflect the customer first, so that guests feel at home. Although smile is the primary factor to determine the quality of service, you must be familiar with your business, so as to satisfy the guests.
Smile is a kind of light, an attraction and a kind of motivation. It makes strangers feel kind, makes friends feel comfort, makes relatives feel happy and makes them full of confidence.
If there is no smile in life, rice will be sour, wine will be sour, thick shields will be erected between people, and souls will wander in the trenches.
Smiling delights the soul. A proper smile is both subtle and vivid, simple and rich, both polite and heartfelt.
In life, I always let my smile accompany me and greet every sunrise and sunset.
A beautiful smile is a shortcut to cross the barriers between people and a refreshing agent in a monotonous working atmosphere.