In a blink of an eye, Metro Line 2 has been successfully put into trial operation for more than a year. Subway service is not only to transport every passenger to the destination safely and comfortably, but also an important window to show the civilization of a city, so every subway worker has the obligation and responsibility to add luster to subway service. As a volunteer of xx subway, we began to serve the subway from the moment it was opened and operated. In this week's internship, the first post I followed was the duty officer, whose main task was to monitor the operation of the whole station and report the operation of equipment and facilities and the work of each post to the stationmaster on duty. Operate and monitor driving equipment in accordance with relevant regulations, and organize construction registration and construction safety duty driving. Take full responsibility for the failure or abnormal situation of facilities and equipment, and be able to respond immediately according to relevant procedures. As well as the stations that need low operation when low monitoring is not set, it is also the responsibility of low monitoring personnel. My feeling after studying in the post is that it is relatively easy to do things when there is no emergency, but the burden and responsibility on them are not easy at all, because once an emergency occurs, they must respond immediately, solve the accident in the shortest time and minimize the impact.
After getting familiar with the tasks of the value line, I started the second position-the internship of customer value. The main responsibility of the guest value is to be responsible for the ticket management of the class and carry out the ticket work in strict accordance with the ticket regulations. Arrange and supervise the ticket sales in station attendant, and do a good job in ticket allocation and checkout. Responsible for handling the ticketing and service affairs related to the passengers on duty, and can temporarily make up the seats when necessary, so as to make the whole station run more reasonably. After following the post, my feeling is that the work of guest value needs to be very serious, meticulous and responsible. Because ticketing-related work must be stamped by two people, and it can only be operated in the presence of more than two people, which also reflects the responsibility of customer value work. And customer value needs to be changed from time to time, so the spirit of being serious and responsible is the essence of this position.
After that, I started an internship at the ticket booth. The main job of the ticket booth is to handle ticket sales and passenger-related affairs, fill in the ticket sales report and related statements of the day, and ensure the hygiene in the ticket booth. Always lock the door after entering and leaving the ticket booth. The ticket booth staff should be responsible for patrolling the station hall while shouldering the responsibilities. My feeling after work is that the ticket booth is very hard, because it is the service window for subway operators to face passengers, so we should always be cheerful, always smile at passengers, help passengers find change and help them solve some problems. I've been asking the master how to be a window attendant to satisfy the passengers.
In the last two days, Gang and I studied the duties of hall patrol and station service together. As long as the duty of the hall patrol is to help passengers, answer passengers' inquiries, and pay special attention to helping the old, weak, sick and disabled passengers. When passengers are found to be carrying extra-long, oversized and overweight articles, they are forbidden to enter the station and patiently explain to them. Pay attention to the articles and suspicious articles carried by passengers, and it is forbidden to bring "three products" into the station. Pay attention to whether passengers with mental disorders and alcoholism are prohibited from entering the station. If anyone is found, report to the vehicle control room and ask the police or other colleagues for help if necessary. Patrol the entrances and exits regularly to stop illegal activities such as selling stalls and performing arts. My post impression is that office patrol is actually a great responsibility, so we should pay attention to a situation in the whole non-payment area and carry out some emergency treatment according to the regulations within the scope of our duties. Dealing with passengers from time to time and helping them solve some problems is an indispensable part of station operation. Equally important is the station service. Attendants help passengers solve some problems in the pay area. When the train enters, stops and leaves the station, report to the empty room through the intercom and stand near the emergency stop button so that you can respond immediately in case of emergency. When the passenger flow is large, it is necessary to organize passengers to queue up and disperse the passenger flow to each door to wait for the train, so as to prevent passengers who are still catching the train when the doors are closed and discourage them from waiting patiently for the next train.
This week's internship life, I have been familiar with and understand the responsibilities of each post in the station. But this is not the end, but a new beginning. In the future internship, I will do these jobs well in these posts, and I will also tirelessly ask the masters for their experience and precautions in the work, so as to make greater efforts to do a good job of myself.
Service industry experience II
This week's internship life is coming to an end. Let's recall the experience of this week. Our internship positions include: driving attendant (hereinafter referred to as "line value"), passenger attendant (hereinafter referred to as "passenger value"), ticket booth, hall patrol and station service. These posts are an important part of station operation, and our experience in these posts is very valuable. In this week's internship, the first post I followed was the duty officer, whose main task was to monitor the operation of the whole station and report the operation of equipment and facilities and the work of each post to the stationmaster on duty. Operate and monitor driving equipment in accordance with relevant regulations, and organize construction registration and construction safety duty driving. Take full responsibility for the failure or abnormal situation of facilities and equipment, and be able to respond immediately according to relevant procedures. As well as the stations that need low operation when low monitoring is not set, it is also the responsibility of low monitoring personnel. My feeling after studying in the post is that it is relatively easy to do things when there is no emergency, but the burden and responsibility on them are not easy at all, because once an emergency occurs, they must respond immediately, solve the accident in the shortest time and minimize the impact. After getting familiar with the tasks of the value line, I started the second position-the internship of customer value. The main responsibility of the guest value is to be responsible for the ticket management of the class and carry out the ticket work in strict accordance with the ticket regulations. Arrange and supervise the ticket sales in station attendant, and do a good job in ticket allocation and checkout. Responsible for handling the ticketing and service affairs related to the passengers on duty, and can temporarily make up the seats when necessary, so as to make the whole station run more reasonably. After following the post, my feeling is that the work of guest value needs to be very serious, meticulous and responsible. Because ticketing-related work must be stamped by two people, and it can only be operated in the presence of more than two people, which also reflects the responsibility of customer value work. And customer value needs to be changed from time to time, so the spirit of being serious and responsible is the essence of this position.
After that, I started an internship at the ticket booth. The main job of the ticket booth is to handle ticket sales and passenger-related affairs, fill in the ticket sales report and related statements of the day, and ensure the hygiene in the ticket booth. Always lock the door after entering and leaving the ticket booth. The ticket booth staff should be responsible for patrolling the station hall while shouldering the responsibilities. My feeling after work is that the ticket booth is very hard, because it is the service window for subway operators to face passengers, so we should always be cheerful, always smile at passengers, help passengers find change and help them solve some problems. I've been asking the master how to be a window attendant to satisfy the passengers.
In the last two days, Gang and I studied the duties of hall patrol and station service together. As long as the duty of the hall patrol is to help passengers, answer passengers' inquiries, and pay special attention to helping the old, weak, sick and disabled passengers. When passengers are found to be carrying extra-long, oversized and overweight articles, they are forbidden to enter the station and patiently explain to them. Pay attention to the articles and suspicious articles carried by passengers, and it is forbidden to bring "three products" into the station. Pay attention to whether passengers with mental disorders and alcoholism are prohibited from entering the station. If anyone is found, report to the vehicle control room and ask the police or other colleagues for help if necessary. Patrol the entrances and exits regularly to stop illegal activities such as selling stalls and performing arts. My post impression is that office patrol is actually a great responsibility, so we should pay attention to a situation in the whole non-payment area and carry out some emergency treatment according to the regulations within the scope of our duties. Dealing with passengers from time to time and helping them solve some problems is an indispensable part of station operation. Equally important is the station service. Attendants help passengers solve some problems in the pay area. When the train enters, stops and leaves the station, report to the empty room through the intercom and stand near the emergency stop button so that you can respond immediately in case of emergency. When the passenger flow is large, it is necessary to organize passengers to queue up and disperse the passenger flow to each door to wait for the train, so as to prevent passengers who are still catching the train when the doors are closed and discourage them from waiting patiently for the next train. This week's internship life, I have been familiar with and understand the responsibilities of each post in the station. But this is not the end, but a new beginning. In the future internship, I will do these jobs well in these posts, and I will also tirelessly ask the masters for their experience and precautions in the work, so as to make greater efforts to do a good job of myself. Let yourself walk up a flight of stairs.
Service industry experience 3
What is quality service? This business study has brought me a brand-new feeling and a deeper understanding of preschool education. Compared with your past thoughts and practices, your intuition is shameful. We are still far from high-quality service-oriented teachers, but we are still young, and young people are eager for success and the embodiment of life value. Young I also have a fiery heart, full of dedication. I also have the determination to cultivate, create and struggle with my life, and strive to create my own miracle. Let my actions speak for themselves: first, strive to improve the good image of teachers.
1, and strive to create a good image of teachers.
American psychologists' research results are more important than what they are. Since you have chosen the profession of teacher, you should be like a teacher and have what a teacher should look like. We should bear in mind that education is also a kind of service, and service begins with respect, and respect is reflected in communication. As a teacher, in frequent communication with parents, children and colleagues, we should always remember to respect each other and consider their needs. Be strict with yourself from the aspects of neatness, hair accessories and clothing. Let the other party feel that your image is worthy of being a people's teacher, and let the other party first recognize you, trust you and even rely on you. We should give parents a sense of "stability" and let them put their children in our hearts.
2. Smile with me.
Smile is a body language that everyone knows; Smile represents kindness, love, tolerance and acceptance; Children need our care and should give them more smiles; Everyone knows these truths, but in reality, everyone will encounter troubles. At this time, we must try not to bring emotions to work. Here is a story for everyone: with such a person, his business will face bankruptcy, and it is conceivable what kind of mood he would have at that time. But his family never felt the pressure and didn't even know this fact until he succeeded again with this optimistic and positive attitude. So how did he do it? There was a big tree in front of his house. Every time he comes home from work, he always stands under the tree for a minute. What is he doing? He is sending all his troubles and unhappiness to the tree, and then he walks into the house with a smile. How happy his family is. Then we might as well try this method.
Second, compare with the advanced, find the gap, try to innovate and improve yourself.
There are countless advanced models of excellent teachers around us. In fact, the things they experienced also happen from time to time in our work, but their methods and attitudes to deal with small things, as well as their selfless love, broad mind and passionate heart for work, all amazed me. It's easier said than done, but small things have poured all their lives and blood. Look at us: there must be a loud reprimand in the classroom, and there must be special love for those smart and lovely children. One sentence: "What's wrong with you?"
Will blurt out and so on, these are worthy of our deep reflection. Everything a teacher says and does will affect a child's life. Be aware of your heavy responsibility and always provide you with a lot of free model essays, with excellent model essays! Teachers' advanced deeds encourage themselves, compare themselves, find gaps and constantly improve themselves. Especially as young teachers, we should learn from old teachers. Some young teachers, including myself, also have doubts, and sometimes they are ashamed to ask the old teacher for advice because of some concerns. What a stupid idea! We should lay down our burdens, learn more from books and ask the old teachers for advice.
Of course, if we just follow the path taken by our predecessors, we will only stagnate. Without innovation, there will be no vitality and no development. Young people should be brave in challenging problems, innovating, leaping the footsteps of their predecessors, climbing the peak of history again and writing a new chapter with their youth and blood.
Development is the last word and quality is the lifeline. All our efforts are aimed at improving the quality of education and teaching. Let actions speak for themselves. I believe we will go all out to meet every day in the future with a brand-new attitude and service.
Experience in service industry
20xx is like a blink of an eye, and it passes quietly in the blink of an eye. Looking back on 20xx, it was a year when our country welcomed the WTO and deeply reformed the rural economy. 20xx is also a year of rapid progress and fruitful results in all aspects of our Guye Alliance. 20xx is a year in which I continued to study and develop civilized services with the care of leaders at all levels and the enthusiastic help of comrades. First, the thought summary.
Civilized service is the external image of an enterprise. If an enterprise wants to gain a wide popularity and reputation in society, it cannot do without the services it provides. As a special service industry, credit cooperatives should achieve good social benefits as well as economic benefits. As the service window staff of Xinhe, it is the way to establish a good image of Xinhe by providing civilized, efficient and high-quality services to customers in combination with their own work practice. I only care about depositors, establish the idea of "depositors' interests first", keep in mind the purpose of "depositors first, service first, reputation first", and provide safe, convenient and fast services for depositors, so that customers can rest assured when they come and be satisfied when they leave. With noble professional ethics and sincere service attitude, we will expand the social visibility and reputation of credit cooperatives and contribute to the development of Guye Union.
Two. Action summary.
Civilized service can't be empty, superficial, indifferent and indifferent, and can't be cold-faced and cynical; But should come from sincerity, from the heart, initiative and enthusiasm; We should help others more enthusiastically.
Endless service, customer satisfaction is my eternal pursuit. This requires me to work hard and sweat, keep learning, build a window of civilization and establish a brand of credit cooperatives. As long as I really pay, why worry about not getting the true feelings in return? Over the past year, I have provided civilized and high-quality services in terms of service tools, service language, service behavior, service quality and service discipline:
1. Pay attention to your appearance at all times and places, give people a dignified, steady, serious and serious appearance impression, and let customers feel a warm and relaxed humanistic environment, so as to trust me, support me and support our credit cooperation work.
2. My behavior directly reflects the quality of our whole collective. I insist on using civilized language to make customers feel that the employees of credit cooperatives are polite and high-quality, and the services of credit cooperatives are civilized and high-quality.
3. Civilized service should not only shout slogans, but also be implemented in action. Every little behavior at work directly affects customers' understanding of credit and cooperation, and makes customers feel happy and satisfied with civilized and polite service behavior.
4. In order to serve customers steadily, accurately, quickly and well, I constantly strengthen my business study, learn from each other's strong points, broaden my knowledge, and strive to improve the service quality, which has laid a solid foundation for the overall promotion of our civilized and high-quality service.
5. Without rules, there would be no Fiona Fang. Serious service discipline urges me to strictly abide by various rules and regulations.
Degree and financial discipline, don't say what you shouldn't say, don't ask what you shouldn't ask, protect the business secrets of depositors and win the praise of customers.
If you don't gather streams, you can't become rivers; Don't step up, take Wan Li Road. What I have done is just a microcosm of all the staff of * * Associated Press, and the real achievements are created by all of us. We are screws, we must firmly stick to our posts and never relax; We are steel, and the standard of civilized service is mold, which will surely forge us into qualified and excellent brand employees. As long as we all serve in a civilized way and start from me, the cause of credit cooperatives will surely flourish and its road will be bright.
Finally, as a congratulation on the excellent performance of * * Associated Press, I ended my speech with a poem I wrote.
Service industry experience five
To tell the truth, it is impossible to observe a post thoroughly in four days, not to mention that service is a new term and a new research direction for many scholars, and there are too many things to learn. So, the following are just my clumsy views and feelings. First of all, I think the service must have its target population, and the service needs to change with the change of the target population. For example, in our retail industry, because the number of people we want to serve is not only large, but also uneven in all aspects, the service must be focused, and group buying must provide special services for institutions, groups and individuals with strong purchasing power and needs in this area. Usually, promotional activities should have related themes, and we need to understand the service requirements of this theme.
Secondly, services should have their own norms and practical processes. Such as packaging, package storage, billing, membership card and card management, stored value card and card management, return and exchange, promotion support, etc. These need to be concretized by a standardized process. Only by concretizing a task can everyone get equal service, avoid the situation that the service desk staff don't know how to deal with problems, and eliminate the influence of employees' emotions on their work.
Third, service providers must be competent for their own work. This requires the company to train employees irregularly to meet the growing service demand of consumers.
Finally, services must bring tangible benefits to consumers. If we can make consumers happy, or make them feel warm, or even make them feel that our company is trustworthy. Because, in the final analysis, service is to improve customer loyalty and is based on the pursuit of the company's long-term interests.
So, let me start talking about our own shortcomings and coping strategies that I saw in the service department:
First of all, there are no clear specifications and processes for services.
1. As long as the customer requests, the service desk staff can use the key to open the electronic cabinet. This is likely to cause the loss of customers' things or some customers' worries about the items stored in the electronic cabinet.
Coping strategy: opening the electronic cabinet must be supervised by a third party, such as a damage prevention officer. Moreover, before opening the electronic cabinet, the customer must describe the specifications, colors, quantities and other relevant information of what he/she keeps in the electronic cabinet. Only when the information is correct can the goods be taken away. Before you take it away, you should make corresponding registration, such as registering the customer's provincial card and telephone number, and finally the customer signs it for confirmation.
2. Service desk staff sometimes don't know how to deal with problems, which causes customers to wait at the service desk and even makes some customers impatient.
Coping strategies: manage the daily simple work of the service desk, such as invoicing, returning goods, packaging, storing packages, handling membership cards and their management, handling stored-value cards and their management, promotion support, etc. In other words, to concretize these tasks, one job and one process, such as membership card and membership card management, you just need to follow the process. After the process is formulated, it will be distributed to everyone for learning. Everyone must abide by it and must not violate it without authorization.
When there are many staff at the service desk, some people don't know what they should do, so they just stand at the service desk and watch the people working in a hurry.
Coping strategy: Both novice and veteran should have their own responsibilities and a clear division of labor. What you do today must be done when there are many people. You must not do this or that, which will eventually lead to low work efficiency and make customers suffer in front of the service desk. Of course, when there are few people, employees can learn unfamiliar jobs.
Second, there are many novices and they don't know much about their work.
Coping Strategies: New employees must make a complete workflow manual for each job and distribute it to them. At the beginning of their employment, they need to be provided with a simple training, and after the training, they need to be given a fixed position. After that, they will rotate slowly until they are familiar with all the processes of service desk work.
Third, the service is not targeted. I saw that the service desk only made a simple registration for all customers, but did not dig out some effective information to provide targeted value-added services for some people with special needs: for customers who buy in bulk or have purchasing power, we should do a good job of tracking them, dig out their preferences from the data, and provide some company-specific services according to their preferences.
The fourth and last point is the quality of service. I think the service desk, as a dialogue window between the retail industry and customers, should not only meet customers' needs, but also see their potential needs, not only meet customers' expectations, but also exceed them. We can set up a bbs of Xinbaiyuan on the Internet, where customers can speak freely-they can exchange shopping experiences, talk about their expectations of Xinbaiyuan and talk about what the company needs to improve. Conduct questionnaire surveys from time to time to supervise and improve their services at any time; Occasionally let employees be customers and experience the lack of their services.