A three-minute speech on quality and civilized service

The most basic and most commonly mentioned difference between goods and services is the intangibility of services, since services are processes consisting of a series of activities rather than physical objects. The following is a three-minute speech on high-quality civilized service that I compiled for you. Thank you for your appreciation.

High-Quality Civilized Service Speech 1

Someone once said this: Smile is the most beautiful language in the world. On the journey of life, the best pass is a smile. Smile is the communication of emotions between people. When you give others a smile, they will feel that you are a well-educated person. Just a smile can establish a good image of being civilized and polite. Moreover, people who smile often are always closest to success. There was a man who was ugly and only started selling insurance when he was forty years old. During the six months he worked as an insurance salesman, he did not sell a single policy for his company. He had no money to rent a house, no money to eat, no money to take a car. But while God gave him suffering, he also gave him another kind of wealth, that is, he learned to smile. He smiled at everyone he met, regardless of whether the other person cared or reciprocated his smile, he was always so sincere and sincere. Finally one day, a rich man became interested in his smile. The rich man didn't understand how a man who didn't have enough to eat could always be so happy. So the rich man offered to treat him to a good meal, but he refused. He asked the rich man to buy his insurance, and so he made his first performance. He is Hara Ippei, the insurance salesman who has signed the largest policy amount in Japanese history. His smile is known as the most successful smile in Japan. Yuan Yiping said: There are thousands of roads to success. Smiling is just one way to help you achieve success, but it is also an indispensable way. This story tells us that if we give others a smile, success will gradually move closer to us. Therefore, smiles are contagious. One smile often brings another smile. It allows both parties to communicate and establish friendship and rapport. This is very important for us in the fee-based service industry. Today, I want to say that the civilized service at the toll station should also start with a smile!

For the toll station, although the toll collection work is the center, as a window industry, the construction of business ethics is also of the utmost importance. It is very important that the two complement each other, so that we can do a better job in collecting fees. Although we are just ordinary toll collectors, I know that our positions are small but our influence is great. Our every move, word and deed affects the public's view of the work of the toll station. Therefore, we must use our smiles and our sincerity to provide civilized services and beautify our charging window. How can we provide civilized service? I think this requires each of our employees to have a good mentality and correct attitude. Civilized services should not be formal, superficial, indifferent, or indifferent, let alone cold-faced, sarcastic, or sarcastic. Instead, we should treat every driver and passenger sincerely and from the heart. If we can empathize with each other, understand and understand the hard work of the drivers and passengers on the journey, and sincerely say to the driver: Hello, you have had a hard journey! Make the driver feel the joy of going out and the warmth of returning home, I think that will definitely resolve everything. Displeased. As long as we speak civilized words into the driver's heart and truly let the drivers and passengers feel our civilized service, we will surely receive satisfactory results! As long as we give sincerely, why worry about not receiving true love in return?

< p> Of course, we face all kinds of drivers and passengers every day. The work is indeed easier said than done. Toll collection work is inherently a repetitive, simple and boring process, but what makes us toll collectors feel hard is not the unchanging procedures, nor the harsh cold and hot environment, but sometimes the drivers who deliberately make things difficult and make trouble unreasonably, which makes people feel angry, but And because he knew that his words and deeds represented the image of the expressway, he could only swallow his anger and politely explain and dissuade. But sometimes our efforts are not understood and respected. Some time ago, due to road construction, the entrances to Shilin and Banjie River were closed. All cars had to pass through Yiliang Station. Our workload increased dramatically. With only two entrances, it was still far from being able to satisfy such a large number of people. traffic flow.

I was on the morning shift that day. Not long after I took over, the traffic volume became larger and larger, and the vehicles lined up in a long queue. While I was busy issuing cards, a bus drove up to the toll window. I just finished saying: Hello, please wait a moment. Wait! The driver yelled impatiently: People like you are still working here, why not go home as soon as possible! He said that I wasted his time and he wanted to complain to me or something. I was stunned at the time, but I still patiently explained to him: I'm sorry, master, the traffic jam was caused by road construction. Unexpectedly, he didn't listen at all and kept scolding him. Finally, with the persuasion of the internal security guard, he left cursing. To be honest, at that moment, I truly realized what it meant to be wronged, what it meant to be disrespected, and what it meant to not be understood. Tears of grievance welled up in my eyes, but I held back. I think personal grievances are nothing. We must not use our words to make a big fuss with the driver, which will affect our civilized image. Why not let those unreasonable people vent their dissatisfaction? Since I have chosen the position of paid work, I should endure these things that happen from time to time. There were so many such things, and gradually I learned to deal with them with a smile. No matter how noisy the other party was, I always maintained a calm attitude and explained patiently with a smile. Smile has a function. To your opponents, smile is generosity; to those who have hurt you, smile is tolerance; to strangers, smile is communication. Therefore, if we make smiling a daily work habit, we can eliminate many unnecessary grievances and resolve many unnecessary disputes in advance. As long as we regard the driver as our friend, we will naturally give him a knowing smile. Always maintain a good attitude and service with a smile will become an easy task.

Those who smile will always be rewarded. Those who do not smile are like the sun on a cloudy day - gloomy, powerless, without hope and vitality. A smile is a ray of sunshine that can penetrate dark clouds and warm the earth and creatures. There is a poem that goes like this: Smile, oh, smile, as long as you smile, life is full of laughter. Smile is a positive attitude towards life and the shortest distance between people. In the context of the ever-accelerating pace of work and life, as highway toll collectors, only by truly giving smiles back to passing drivers and passengers as the best gift can we provide an everlasting source of strength for our services and provide our The paid work creates more benefits.

Dear colleagues, work should no longer add troubles to life! Let us start smiling from now on! Let a sincere smile activate our work and life! You will find that smiling is so easy, and Extraordinary charm! Let us use smiles to make our windows more beautiful and the image of highway people more perfect

High-quality civilized service speech 2

How to standardize the use of civilized terms? First of all, we must start with ourselves. While we are strict with ourselves, colleagues should also supervise each other, help each other, and improve each other. If we can have the courage to accept each other's suggestions and well-intentioned criticisms in our daily charging work, then we can Really improve yourself. Sometimes a kind word can save a lot of troubles. We should always put ourselves in someone else's shoes and be more considerate of the hardships of some drivers and passengers. Saying "Thank you for your hard work" to them in a timely manner can make them feel our enthusiasm. and sincerity, then all unhappiness will be resolved. People often say, "Love is the bridge between people's souls, and love can melt all ice." We leave our love to everyone who walks by us in time, which requires each of our employees to have a A serious attitude and unremitting efforts.

"Everyone likes to take Shunxin Pills, and everyone likes to listen to Shunxin words." As long as you speak civilized words into the hearts of the passengers and truly make people feel that you care about them, you will gain a lot of success. To achieve satisfactory results, when speaking civilized language, we should contextualize and humanize the civilized language, and speak more language that cares about the other person. Toll collectors have to face many drivers and passengers every day, and each driver and passengers have different requirements for our services. For some drivers, just saying "Hello" is enough, but for some drivers, if there is a holiday, they can say: "Hello, I wish you a happy holiday." When we meet a driver who is in a bad mood, if we say "Hello, I wish you a good mood", he may be able to make his worries disappear and he will look at you differently. In short, everyone loves to hear words full of affection. I believe that as long as you will Warm and civilized words speak to people's hearts, and you will definitely enjoy the joy brought by civilization.

So, as a "window" industry, the most important thing is smile service. How can we achieve true smile service?

Smile is the most popular body language in people's lives. It can shorten the distance between people. Smiling doesn't cost anything, but it can leave a deep impression on people.

Smiling service does not completely equal high-quality service. It is only one of the core contents of high-quality service. We must use our smiles to make drivers and passengers feel the charm of smiling service. This requires our attentiveness and sincerity. We provide service with a smile and make our driver friends feel comfortable, gainful and satisfied in every detail of their interactions with us.

High-Quality Civilized Service Speech 3

Haier believes: First of all, you must love your customers, and then your customers will eventually love you.

With the development of science and technology and the development of information, an enterprise's technology, products, marketing strategies, etc. can easily be imitated by competitors, and the company's image and service awareness, demonstrated by each service staff, can be easily imitated by competitors. Thoughts, consciousness and behavior are inimitable.

In other words, under the conditions of market economy, the competition of goods is the competition of services. How to put customer service first and provide customers with standardized and humanized services to the maximum extent to meet customer needs is the biggest challenge faced by modern enterprises. Therefore, modern enterprises must work hard on service to achieve sustained and strong competitiveness in the same industry.

For service personnel, how to do a good job in service requires not only professional skills, but also an understanding of service etiquette: a warm and thoughtful attitude, keen observation skills, good oral expression skills, flexibility and standardization event handling capabilities.

What is service etiquette? It is the behavioral norms and practices by which service personnel show respect and friendliness to customers through speech, behavior, behavior, etc. at work. Simply put, it is the etiquette norms and work art applicable to service personnel in the workplace. Service etiquette is the specific process and means that embodies service, making the intangible service tangible, standardized and systematic.

Tangible, standardized and systematic service etiquette can not only establish a good image of service personnel and enterprises, but also shape service standards and service skills that are popular with customers, allowing service personnel to win in their interactions with customers. Understanding, goodwill and trust.

There is a "flying man" who travels to various cities for business and often stays in hotels. He has a habit of "sit back and relax" when sleeping, because the pillows in the hotel are not high, so he always has to use a pillow from another bed to cushion his pillow to sleep well. Once I checked into a hotel and "sit back and relax" on the first night as usual. When I returned to the hotel the next night, I discovered a small change: the pillows had changed. The lower layer was an ordinary pillow, and the upper layer was a health-care pillow that exuded a light medicinal fragrance, and was higher than the ordinary pillow. From then on, whenever he arrived in this city, he would stay in that hotel and introduce his friends to the hotel.

It can be seen that in service work, understanding and meeting the needs of customers brings more than just this to customers. A satisfying and surprising experience.

On the other hand, an "inadvertent" poor service may not necessarily bring regrets.

An entrepreneur went to a certain place to consult on investment matters. When he arrived at a certain bureau there, he had to get off work in more than half an hour. But in the service hall, only one of the five windows was occupied - a young female staff member who was talking on the phone with great joy.

He came to the window and said "hello" to the lady three times, but there was no response. Almost ten minutes passed, and I finally hung up the phone with the word "hate". When I saw someone standing in front of my window, I said without raising my head: "Come back tomorrow!" "But tomorrow is Saturday..." "Then Come back on Monday and let me teach you." She finally raised her head and rolled her eyes. "It's not easy for me to come all the way, and it's not even time to get off work yet..." "Is it easy for me? I still have to pick up the kids and cook... I'm too lazy to tell you."

With a "pop", the last window was closed.

In the words of this entrepreneur: Even the staff in the window department are like this, so the guarantee of investment income in this place is really worrying.

Therefore, as a service staff, learning and applying service etiquette is not only a need for one's own image, but also a need to improve double benefits and enhance competitiveness.

Speech 4 on High-Quality Civilized Service

Good afternoon, everyone:

Welcome everyone to participate in the training on etiquette organized by the Training Department of the Youth Association of the Academy. I remember someone said: "For people, it is easier to write than to do. We must always think about what I am doing, how I am doing, and what kind of person I want to be." What kind of person do you want to be? One hundred people will have one hundred answers, but behind every answer there is a basic point, that is, to be a civilized person and a person who understands etiquette. Some people think that now that we are college students, our knowledge reserves have increased, our cultural level has reached a higher level, and our personal cultivation has also improved. In fact, knowledge is not equal to culture, and knowledge is not equal to education. In fact, when knowledge is transformed into personality characteristics, it must first be transformed into good behavioral habits, and then knowledge will become a person's education. Then the bridge behavior habits are the etiquette we are going to talk about today.

Etiquette is a convention in people's lives and social interactions. People can correctly grasp the scale of interactions with outsiders and handle the relationships between people according to various etiquette norms. Without these etiquette norms, people will often feel at a loss when interacting, and may even be rude and make jokes. Therefore, if you are familiar with and master the etiquette, you can understand things by analogy and treat others appropriately.

In social activities. Paying attention to etiquette in conversation can make you civilized; paying attention to etiquette in behavior can make you elegant; paying attention to etiquette in dressing can make you generous; paying attention to etiquette in behavior can make you beautiful... So as long as you pay attention to etiquette, things will be done just right. In short, a person who pays attention to etiquette can become charming. Confucius defined a gentleman as slow in "The Analects of Confucius. Yong Ye" as follows: "Quality is better than literary principles, and unruly writing is better than quality in history. Literary quality is gentle, and then a gentleman." The Russian philosopher Herchin said: "The most important thing in life is etiquette. It is better than etiquette." The highest wisdom is more important than all knowledge. It can be seen from this that etiquette is the "passport" to enter a civilized society

Etiquette is the "golden key" to open the door to success. These are some bad pictures, so we must work hard to improve ourselves and make ourselves civilized of Chinese. The key to etiquette is not how many social skills you have learned, but whether your own qualities can win the respect of others.

Let’s take a look at the slideshow of the basic principles of etiquette. There is a slide for each principle. Pay attention to honesty and integrity, humility as a heart, tolerance as a blessing, moderation as beauty, and cooperation as gold. Learn to be grateful.

Language is inseparable from life, and we use it all the time to express our thoughts and meanings.

High-quality Civilized Service Speech 5

Hello everyone, I am very happy to have this opportunity to share with you the knowledge about etiquette. The concept of etiquette is more or less common to everyone in our real life. Have had less contact with them. Etiquette is a social skill, it is an art of communication, and it is a code of conduct. The study of etiquette is by no means a simple imitation of limbs and movements. It actually expresses one's cultivation and one's thoughts in a more appropriate, natural and harmonious way. It is a code of conduct established between people based on respect and being respected. Etiquette refers to people's social interaction due to factors such as historical traditions, customs, religious beliefs, trends of the times, etc. It is both recognized and abided by people, so as to establish a harmonious relationship. The sum of various codes of conduct and norms that meet the requirements of communication for the purpose. Business card etiquette: A business card represents a person's identity. It is a simple way to introduce yourself. It helps you convey information to the other party and facilitates communication and understanding between the two parties. Business cards facilitate both parties to maintain future contact and increase business and business interpersonal exchanges. Passing business cards politely shows respect for the other party. Our usual requirements for passing a business card are: press the two corners of the business card with two thumbs, hold the business card with both palms, face the other person, slightly lean your body towards the other person, and simply say "please take care of me".

Be courteous when accepting business cards. Stand up, bow slightly, and accept with both hands. Use one hand, especially the left hand, to accept. This is the most impolite. Smile, nod, look at the other person's business card with both eyes, and say "thank you."

Introduction etiquette: The so-called introduction refers to explaining one's own situation to others, and explaining the situation between strangers to each other. This is called an introduction. When introducing others, hold the palm up, the back of the hand down, the four fingers straight and together, the thumb open, the wrist and forearm in line, the whole arm slightly bent, the palm basically raised to shoulder height, and pointed at the person being introduced, with a smile on your face. Smile, look at the person being introduced, and be considerate of the customer. Introducing yourself means introducing yourself to others. When introducing yourself, you must grasp the timing of self-introduction, the content of self-introduction, and the appropriateness when introducing yourself. The content of self-introduction can be divided into several types: social style, division of labor style, ceremonial style, social style, etc. The official self-introduction, also called the business style, must be used in the workplace. This kind of introduction includes four major points: unit, department, position, and name. Social style refers to a kind of self-introduction that shortens interpersonal relationships at private gatherings.

Handshake etiquette: Shaking hands is the most common and effective etiquette for people in most countries when meeting and saying goodbye. In addition, it also contains expressions of gratitude, condolences, congratulations or mutual encouragement. When shaking hands, we should do five things: body, smile, hand, eye, and greeting; the handshake time is 3-5 seconds, and the strength is moderate. The order of shaking hands should follow the order of distinguished guests first, elders first, host first, and ladies first.

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