In 2002, he officially went to work in the business post. The moment I put on this blue logo suit, I was deeply proud, but I also felt the great responsibility on my shoulders: because, although I am an ordinary salesperson, I know that my every move, every word and deed represent the image of the company. Business is the window of the company's external service and the representative of the corporate image. From the moment I took up my post, I made up my mind: I must be a qualified and excellent salesperson.
Speaking of it, it is easy to be a shop assistant, but it is difficult to be an excellent shop assistant. A journey of a thousand miles begins with a single step. I learn from small things, learn from small things. Until I grew from an ordinary shop assistant to a provincial three-star shop assistant, I won the second place in the three-star shop assistant exam at the end of 2004 and became the duty manager of the business hall at the beginning of 2005. In 2005, he was awarded as an outstanding Communist Youth League member in Heihe City. The key to success is to have a persistent belief and persistent dream in your heart and serve users with your greatest enthusiasm. Through our own efforts and responsible attitude towards users, we have successfully completed various tasks, gained high praise from company leaders and users, and gained a happy and confident life.
Some people say that the work of a shop assistant is boring, but I say that the work of a shop assistant is sacred and I love it. It is the eternal pursuit of China Mobile to create an infinite communication world, provide a brand-new way of life, and let everyone enjoy happiness, and the service of business window is the bridge and link to contact customers. Kind greetings and sweet smiles have brought us closer to our customers. At work, in line with the service concept of "communication starts from the heart", we warmly and sincerely receive every customer, so that customers can come with joy and return with satisfaction, so that they can truly enjoy our high-quality and efficient service.
With the rapid development of communication industry, the market competition is becoming more and more fierce. Some customers focus on immediate interests and frequently change their numbers and cards. I see it in my eyes and I am anxious in my heart. I want to know that each of our cards has a cost. If we lose a customer, we lose a sum of income and a trust. In order to retain users as much as possible, I patiently explain our brand advantages, network advantages and word-of-mouth advantages, and actively promote new business. Some customers kept their original numbers and left with satisfaction under my patient and meticulous explanation. But some customers don't listen to your explanation at all, yelling at you and swearing. My wronged tears swirled in my eyes, but I held back to prevent them from falling. I think it's nothing to be wronged at all. As long as it doesn't harm the interests of our company, what's wrong with users venting? This kind of thing often happens when I work repeatedly every day, but I always keep in mind the service tenet of our company: "Pursuing customer's satisfactory service", and I have built a heart-to-heart bridge with sincerity and sincerity.
Today, as China moves towards an information society, mobile phones have become more and more important communication tools for people. It can not only meet people's practical needs for language communication, but also meet people's needs for entertainment, leisure, business and study. This requires our sales staff not only to have a solid business foundation, but also to understand the needs of customers, feedback information to the company in time, and meet their higher-level needs according to their needs. To this end, I often read the information about * *, understand the new situation and grasp the new trends. When the business is not busy, I also communicate with customers, solicit their opinions and suggestions, and give feedback to the company in time.
I clearly realize that it is not easy to be a qualified shop assistant, and as the duty manager of the postal road business hall, I should not only have the spirit of struggle, but also be good at planning; Not only should you be familiar with the business of your unit, but you also need to have rich knowledge; Not only must you have a certain level of organization and management, but you also need good interpersonal communication skills. At work, I pay attention to learning, practice and accumulation, and through my own struggle and efforts, I show my cheerful, enthusiastic, confident and determined side to users and colleagues; Find your own position in your work, realize your own value in your struggle, and shape your image in your progress.
"Everything is for users, users are our parents!"
Everyone knows that dealing directly with users is tiring and tedious, but I like this job and I like to see the expression of customers' expectation and satisfaction. I like to see the surprise when customers get unexpected gains under our advice; Satisfied with the sense of accomplishment obtained after adhering to the principle and ensuring the interests of the company and users. However, due to the lack of hardware facilities, we often have to make up for it through manual services, and we also have to accept the venting of dissatisfaction when customers fail to achieve their goals ... In short, the alternation of people coming and going has made me have an indissoluble bond with many users, exchanging sincere services for the true feelings of users and making our work vivid and colorful!
At work, I pay attention to learning business knowledge, practice business skills hard, and constantly apply what I have learned to practice. Confirm with the business to improve your professional skills. Establish the business philosophy of taking customers as the center and serving customers wholeheartedly. In the work, we don't just finish the work mechanically, but adopt the method of empathy, study our work with customers' psychology, change the service concept, enhance the company image, and strive to make every customer happy and satisfied. It is necessary to handle complaints properly. Every complaint is a supervision and spur to our work, and it is handled in strict accordance with the company's system within the specified time, without evading or shirking. Give the customer a satisfactory answer. In order to make my smile more intimate and natural, I practice smiling in front of the mirror at home until I am satisfied, sometimes even the muscles on my face are sore.
In order to provide users with better and more convenient services, we should follow the service tenet of "all for customer satisfaction" and the service concept of "communication starts from the heart", and start from ourselves to improve service awareness and level. I can take the daily user consultation business seriously, ask questions carefully, answer and explain patiently, take pains and be warm and thoughtful; Every time I meet the misunderstanding and disgust of users, I will always explain it with a gentle breeze until the users are satisfied. I can also explain the rude requests made by individual users in a friendly way and try to give users a satisfactory answer. I always adhere to a principle: users are always right. For our work mistakes, we will sincerely apologize to users and strive to gain their understanding and trust. Even if there is nothing wrong, we will give them a smiling face when we encounter cold or unreasonable situations, because "satisfying users" is our eternal pursuit.
Although our own work is very heavy, but for users, in order to establish a good image of China Mobile in the eyes of users, what is the pain and fatigue? Always better for users, melting in every "thank you" and every "hello"; Only when users sincerely say "China mobile service is good" and "I'm not worried about your work" will we feel heartfelt masturbation and joy. In order to better serve users, I actively promoted new mobile services and policies, helped users solve business problems in time, and widely publicized mobile charges, so that users could know more about mobile services, and thus chose "China Mobile Communication".
"Make unremitting efforts to contribute to the development of the enterprise!"
In the face of the rapid development of mobile communication services, in order to better adapt to the modern enterprise system, the enterprise employment mechanism and the market rules of survival of the fittest, only continuous efforts; Only by constantly learning new technologies, learning new theories and supplementing new energy can we keep pace with the times and not be eliminated by society. To this end, I attach great importance to strengthening my professional skills and cultural knowledge. At work, I always carry out the service concept of "nothing is impossible, I am afraid of accidents". After serving as the duty manager of the postal business hall, I first strengthened the basic management, formulated various rules and regulations, refined post responsibilities, strictly assessed the system, straightened out the work flow, and made a clear division of labor, which made the work of the postal business hall have a good start. In view of the difficulties in service work, reasonable division of labor, effective cooperation, collective efforts, thinking in one place and making efforts in one place will enable the work to be carried out smoothly.
Unremitting pursuit and continuous efforts have given them a higher personal quality. Good personal qualities are comprehensively reflected through your knowledge, your work, your treatment of people and your rich personal connotations. Provide services to customers with excellent business skills. When doing business operations for users, I pay attention to the consistency and coordination of actions. Under the condition of ensuring correctness, giving customers beautiful enjoyment is an opportunity to show their personal ability and establish a mobile image. The second aspect of high quality is generous etiquette for receiving users. The civilized and high-quality service we provide, I think, is first of all a deep affection, not blunt words and formatted procedures, which makes users feel at home when they come to the mobile company.
Through continuous efforts, enter the hearts of users. Quality service is actually heart-to-heart communication. Go into the hearts of users and recommend our mobile products from the needs of users, so as to truly grasp users. This requires us to listen to users' suggestions, accumulate more information and actively cater to users' psychology in specific services. It is by adhering to these methods and principles that my work has achieved results and won the praise of leaders and users. In the face of users, my true feelings are not "owed" and my services are not "off". I won the hearts of users with sincere feelings and sincere language, and showed the true self of women in mobile companies.
Maybe we will be unknown forever, but as long as we dedicate our love for our career and work to our users, and as long as we can make thousands of users in Qian Qian smile forever, we are willing to do anything. Contemporary women should bravely face the reality, take the initiative to take responsibility, boldly integrate into the society, frankly face the future, keep pace with the times, improve their quality, improve themselves, prove their value with rich knowledge, illuminate their lives with flashing wisdom, and fully display the elegance and charm of women in the new era. We have ideals, so we are proud; We struggle, so we are happy; We have gained something, so we are happy.
The new era has given us new opportunities and challenges. We should seize the opportunity, seize the day, set ourselves strict, detailed and practical standards in our work, constantly learn business, technology and scientific knowledge, improve our overall quality, and strive for the glory of mobile enterprises. Strive to grow into a new era female worker who dares to innovate and shoulder heavy burdens. Achievement only represents the past, and continuous progress represents the future. Sisters, let's work together with our male compatriots, make due contributions, develop and progress together with the enterprise, give full play to the role of "half the sky" and create a more brilliant tomorrow for the company. Dear friends, the dawn of the new century illuminates our window lattice. Let's hold hands and continue to write the glory and glory of the mobile company!
Dreams give me enough patience and perseverance. In mid-March, the spring is chilly. I learned that an enterprise unit was restructured and its employees had to be replaced. In order to win this deposit, I went to see the house again and again regardless of the wind and rain, and offered to pay the replacement money for them. However, because this unit has a BOC outlet downstairs and has been doing good business, they turned me down again and again. I am not discouraged. I visited the relevant departments one by one and communicated many times. Where there is a will, there is a way. My tenacious perseverance and persistent professionalism finally moved them, and finally promised to deposit this deposit in my branch, and also marketed two financial accounts. I remember that day when the leaders and financial personnel of this unit came to handle the deposit, they sincerely praised me: "If all our employees have your professionalism, there will be no difficulty."
Dreams also give me full confidence. Confidence is the pillar of thought and action, and personal confidence accounts for a large proportion. Without confidence, the work has failed by half. When you visit customers with confidence, you will have a good opportunity to communicate with them. One day, I went to a unit to visit the leaders in charge. For ten minutes, the leader didn't look at me. At that time, I was very wronged, but thinking that I was working on behalf of ICBC, I held my breath and confidently recommended my financial account to him. Promote this brand with clear positioning, powerful functions, leading technology and rich internal information. It is a brand of service, high technology and identity. I always believe that I am an excellent personal account manager of ICBC, and my personality charm, professionalism and professional skills will impress him. This fact made the leader look at me with new eyes. Although he didn't come to my outlet to do business, he introduced me to a high-quality customer as a wealth management account.
The ancients said that the world is in trouble, and those who are difficult are easy, and those who are not easy are difficult. Last year1February, I met a quality customer through a friend's introduction. Due to the misunderstanding of ICBC, he has a strong resistance to our products. After the first marketing failure, I adjusted my marketing strategy in time. In future contacts, I paid attention to cultivating the integrity image of ICBC and won his good opinion of ICBC. This year's Spring Festival, he urgently needs a sleeper train ticket. After I learned that, I did my best to help him get the ticket, which solved his difficulties and made him grateful. At the same time, I used circuitous tactics in my methods to let him know about ICBC's products by doing his lover's work. Sincerely, the stone opens. On the first day of March, he finally came to open a financial account. The success of this marketing has given me special happiness. Not only did I win a wealth management account, but more importantly, I won credibility for ICBC and a loyal and high-quality customer.
In this lush March, our account manager also ushered in a vibrant spring. A year's plan lies in spring. Those who can harvest autumn fruits are not appreciators of spring, but those who sow hard in spring. ICBC is a blue sky, which makes me fly with my dreams.
I love and respect my job, and I have no regrets.
There is a profession that connects thousands of families and realizes heart-to-heart communication; There is a profession that connects all parts of the world and realizes the communication between dreams. It is the telecommunications industry that I have been fighting for for for fifteen years. I have no regrets about its prosperity and development.
There is a kind of pursuit, seemingly ordinary and insignificant, but it has achieved extraordinary results; There is a pursuit that seems unpretentious, but it is brilliant for a person's life, and that is: labor creates beauty!
There is a career that needs to be pursued with youth and ideals; There is a pursuit that requires hard work and painstaking efforts. I hope that the telecommunications business I am engaged in will always be young, brilliant, prosperous and developing!
Moving spring
Another year of spring grass, inadvertently, we have entered the 2 1 century.
The new spring, as the saying goes, is the spring at the turn of the year. Spring will bring hope to each of us. In such a hopeful season, we held a service-oriented speech contest here. Standing here, I really have too much to say to you. I remember the famous writer Wei Wei once wrote a sentence in his book: "In our time, any ordinary work has extraordinary significance, and any ordinary labor can create extraordinary miracles." . When we open the meritorious service books of * * and China, we read familiar names: Lei Feng, Wang Jindong and Li Suli ... They have no grandiloquence and great achievements, but only a spirit of extreme responsibility, dedication and selfless dedication reflected in their ordinary jobs.
Here, there are no earth-shattering feats and brilliant achievements, only a group of mobile people who are conscientious and quietly dedicated to the cause of mobile communication. This is the ordinary and touching story I want to tell you today.
As we all know, the business department is responsible for the network access, name change, transfer, payment, business consultation and new business promotion of mobile phone users in the city, and can handle business documents on average every day. One of them is the mother of the child. At home, they are good wives, good mothers and good daughters-in-law. At work, they are the pillars. In today's increasingly fierce competition in the mobile communication market, they take "providing satisfactory services to users" as their bounden duty, and no one cares about their work. How many days and nights, how many years of ups and downs, they forgot what is sick leave and personal leave, only in 2000, they volunteered to work.
People say that the train runs fast, all by the headband. As a section chief, ... comes to work early every day. In the past two years, she hardly had a complete weekend at home, and she paid a lot for her work. It was a Sunday in May last year, when the Shenzhouxing cards were listed, the first batch of cards were snapped up as soon as they were listed. In order to seize the market, it is urgent to get the card of the provincial company. At that time, ... my wife was on duty and the children were left unattended. No way, she had to take the children on the road. Because of the bumps on the road, the child got carsick and vomited badly. On the way, the child really can't stand it. I'm afraid it's too late to get to the provincial company if we stop and go like this. In order not to delay obtaining the certificate, she had to leave her children in a roadside restaurant. When the provincial company rushed back to the hotel after picking up the card, it saw that the child was driving alone on the sofa in the corner of the hall because of strangeness and fear. It's really not a taste to look at the child's panic and helplessness and the mother's happy eyes, and feel distressed and guilty in my heart. Because of her busy work, she really gave too little to her children and husband.
Shop assistant, worked in the window for eight years. For eight years, she has been serving users with sincere smile, kind words and skillful business. At her desk, there are always users engaged in business, mobile phone function consultation and business consultation, and she always takes pains to treat every user. At the end of the day, it is common to lose your voice. In a chat with her, she said that since she chose this position, she should do it well. She always asked herself to do her work better, but left some regrets for her family.
Last June 1 1 day was her father's 66th birthday. As early as a few months ago, she promised to go back to celebrate her father's birthday. Because my father is alone now, as the eldest daughter, she has to make plans for her father's 66th birthday. But those days, just busy with business, the superior came to check again. She wanted to ask for leave several times, but she didn't say it. When I came home from work, my father said nothing. She fully understands her father's feelings. Among the five children, he regards this only daughter as the apple of his eye. For her growth, the old man made a lot of efforts. Dad gave her too much, which is hard to repay in this life, but when dad longed for her, she couldn't get what she wanted. Looking at her father's gray hair and kind face, ... she couldn't hold back her tears any longer.
Many touching stories have happened to every clerk. Among them are young mothers who forgot to go home to give milk to their children in order not to delay their work, and young mothers who gave up their holidays to visit their parents in a foreign land for business promotion. How many nights have children waited for their mothers to return in front of their beds, mothers waited for their daughters under the lights, and husbands watched their late wives at the door?
Friend, who doesn't care about parents? Who doesn't love their children? Do they have no feelings? Don't they understand feelings? Don't! It is they who selflessly dedicate their love to the cause they love, and their dedication and enthusiastic service are their choices without regrets!
As the saying goes, "Heaven rewards diligence", and honor always favors those who work hard. 1999, the business department was awarded the "Youth Civilization" of provinces and cities, and was awarded the "Youth Civilization" of the whole country in 2000. In the interview, they all said: Actually, we didn't do anything. We only know that we should be worthy of our posts. Maybe one day, when we retire and leave the post we fought for, we will look back and say proudly, "I have made some contributions to the mobile communication industry, and we will have no regrets."
How ordinary and simple words.
This little thing deeply shocked me. Let me be more down-to-earth and do everything in my work seriously. As a political cadre, in order to draft a plan, a report, a summary and an article, I stayed up all night. In order to plan a competition, a get-together, a publicity report and a newspaper, I devoted my heart and sweat. Sometimes I feel sad because others say that political work is just copying and writing, and there is nothing substantial. However, when I saw that the image of the enterprise was recognized by the society, when I saw that the propaganda report we wrote reflecting the growth and progress of the enterprise was published, when I saw that the employees were happy because of colorful cultural and sports activities, and when I saw the grateful eyes of our employees, I realized the value of being a political cadre, and I had no regrets about my choice! I will also make my post wonderful because of me, just like an employee who silently contributes to the prosperity of the mobile company!
Spring blossoms and autumn fruits, hard work and harvest, are originally the silent course of nature; There are hundreds of rivers in the sea and the waves are huge. It's just the collision and surge of water droplets. Friends, as a member of the mobile company, in the face of fierce competition in the mobile communication market and the approaching of WTO, let us always follow the purpose of "creating customer satisfaction service", ride the wind and waves, sail straight in ordinary posts, be less slack and be more diligent; Less luxury, more pursuit; Take less, pay more, and greet the colorful spring of mobile communication with our sincerity and enthusiasm!