用心服务，追求卓越

尊敬的各位领导、各位同事:

大家好!

我来自农行的一名经理，我叫，站在这个舞台上的非常激动，首先请允许我感谢领导给我这样一个展示自己的机会，今天我演讲的题目是“用心服务，追求卓越”。

也许在很多人眼里，我们的工作没有出奇的地方，没有经历金戈铁马般的惊心动魄，没有经理驰骋沙场的轰轰烈烈，但是我想说，即便是默默无闻，我也仍然无怨无悔。因为我选择了农行，纵然风雨兼程，也会坚定信念，一如既往!在金融业竞争日趋激烈的形势下，服务的优质好坏决定了银行的生存与发展，任何金融产品都可以仿造复制，唯独以客户为中心的服务品质无法克隆，而这正是我们农行的核心竞争优势。优质服务这听起来平淡的字眼，要做好它却是不易的，它要求我们在平凡的工作岗位上用心去做好每一件平凡的事，要求我们在工作中时时保持以客户为中心的理念，保持微笑面对客户，尽自己最大的努力帮助客户解决问题，如此才能在工作中得到客户的认同和肯定。

在客户利益至上的今天，以客户为中心的服务是银行发展的根本保障。一句亲切的问候，一次周到的服务，远不及客户对我们的信任和支持，“用心服务，用爱经营”这看似简单的八个字包含了多少内容，多少付出，我们农行员工正是用自己的心血和汗水践行着这简简单单的八个字，坚持“以市场为导向，以客户为中心”的宗旨，把优质服务融入到我们工作的每个环节。“优质服务”使我们的精神凝为一体，督促我们积极进取，不断开拓;“微笑服务”使我们心情愉悦，促使我们团结向上，不断完善。卓越的银行源于卓越的服务，卓越的服务源于卓越的员工，而卓越的员工应该用心去服务。以客户满意为准则，以自己规范的职业行为、良好的职业操守，营造我们农行良好的社会声誉，在客户心中树立农行优秀的形象。

在我们农行，在我的身边，有这样一位默默奉献，坚守在自己平凡岗位的同事，多年来他始终战斗在理财服务工作的第一线，他就是。岁的他，充满了对农行事业的热爱，充满了对个人理财的热爱，作为个人理财客户经理，从年到农行以来，至今已经走过个年头。他把自己最美好的青春都献给了农行服务事业。他总把工作放在第一位，对待工作就要向对待自己家一样。他每天来的最早，走的最晚。对客户能自己接接待一定自己接待，能自已完成的工作不推给别人。“顾客就是上帝，顾客的需要就是我们努力的方向”，在工作中始终坚持这一标准。他总是以工作位重，年来从来没有因私事而耽误工作。多年来，牺牲了陪伴家人的时间，但换来岗位上的业绩，得到领导和员工的认可;少了与亲友相聚的快乐，但赢得了客户信任和尊重，面对客户的赞誉，领导和同志们的信赖，他说:“我只是认认真真地做了一些农行员工应该做的事，离优质服务的要求还差很远。工作虽然平凡，但也给了我施展才华的广阔天地，我要在这块天地里继续实现自己的人生价值，以一流的业绩回报领导的信任和组织的关怀。”

记得有一次，在外跑业务时腿扭伤了，医生确诊为肌肉拉伤，特别嘱咐他要卧床休息一周，正是业务繁忙时期，为了不耽误业务进度，放弃了请假的念头，战斗在工作的第一线，还时常加班到深夜，同事们都说他是拼命三郎，可是他却说，“我的岗位虽然很普通，也许一生都不会干出轰轰烈烈的大事业，然而只有真正当过理财经理的人，才能体会到我这的幸福，是完成业绩时的兴奋给了我幸福的体验，是客户满意的笑容给了我动力，让我感受到这个职业平凡中蕴含的荣耀”。作为一名职业的理财经理，各项工作任务繁重，临时性任务更是数不胜数，由于自己工作需要，经常没有陪伴家人的时间，想到这些，的眼睛里总是湿润的，他觉得自己没有尽到一家之主的责任，可他的家人却一如既往的理解着他，支持着他。以那无私奉献、爱岗敬业的精神深深的打动了我，在以后的工作中，我将以他的言行和工作态度为标准，努力将自己也打造成一名合格的优质服务员工，努力做到让客户真真正正的满意。

每年夏天开学时，有很多学校都要求学生把学费存入银行，而8月底正是三伏天最热的时候，很多学生都不愿意出校存钱。为了给支行争取到这一块业务，扩大业务量，我们营销小组深入各大高校，在学院门口组织营销宣传，与学院进行沟通开卡事宜，努力争取把这一块业务挖到我行。将近一个月的时间我和我的营销小组连续在烈日下工作，八月的太阳非常毒辣，团队里很多成员都有中暑的现象，但我们从来没有说一声累，不叫一声苦，头实在很晕的时候就喝一点防暑的药然后继续一个学校，一个寝室的坚持营销，那些日子我们早出晚归，很多时候甚至连一顿热饭都吃不上，终于功夫不负有心人，经过将近一个月的努力，我们团队完成了。那一刻我们都笑了，看着增长的业绩，往日里的苦累全都抛到九霄云外。在这里我要借这个机会感谢我所在团队的同仁们，因为有你们的奉献和付出，农行的明天将会更加辉煌!

为使每一位客户到农行有宾至如归的感觉，为使每一位客户深刻感受农行真诚殷勤的服务，我们每个农行人都做到了用心服务，用心去服务是我们农行人工作的出发点和归宿。我们农行人做工作就是让客户感到满意，把农行作为他们首选的第一家银行，愿意永远跟我们农行业务来往。我们农行人用自己的思想，用自己的知识，用自己的技能，全心全意，毫无保留地办好客户的所有要求。用自己的音容，用自己的情感，用自己的行为，让客户感到亲切、愉悦和满意。用心服务，让我们赢得客户，让我们为农行创造效益。万里长城起于沙石一粒，千里长江源自山泉一滴，正是因为我们无数平凡而伟大的农行职工，以兢兢业业的工作态度，以全心全意为客户服务的热情，以自己的青春和汗水，筑起了农行坚不可摧的长城。

我们从事的是服务行业，提升服务的层次和内涵是关键，服务是永恒的主题。现代金融业充满竞争和挑战，作为农行的一员，我一直把“爱岗敬业，开拓进取”作为自己的座右铭，对待客户的时候做到诚信、热心、耐心、细心，把客户当成了我的家人，把自己的工作当成了传递温暖的窗口。古时候有这样一幅对联:墙上芦苇头重脚轻根底浅，山间竹笋嘴尖皮厚腹中空，是来形容那些没有知识、做事不认真的人，在当今社会里，这也可是对我们服务人员的一个警示，一个银行如果没有优质的服务，它将经不起风雨和时间的检验，很快将没有生命力而枯萎。我们没有豪言壮语，只有朴实无华的言行;没有光辉的事迹，只有平凡普通的工作;没有英雄的形象，只有忙碌的身影。但就是这朴实、平凡和忙碌中，充分说明了我们对事业的热爱和忠诚。我希望用自己的努力，用自己的微笑，用自己优质的服务，在农行领导的正确带领和大家的共同努力下，奉献我们青春!为农行发展目标贡献我们的力量!愿我们农行发展前景更加广阔!更加美好!成果更加丰硕!农行必将迎来更加灿烂美好的明天!

石子是平凡的，但它甘心为他人铺路，铺出了一条让他人成功的坦途;小草是平凡的，但它默默贡献自己的点点绿意，让大地充满生机;我是农行的一名普通员工，我甘愿做一颗小石子，做一颗小草，把自己的岗位当成脚下的土地，播撒爱岗敬业的种子，并辛勤耕耘，为农行成功的道路贡献我的一份力量。弹指间，到农行工作已有个年头了。这年在时间长河中只是短短的瞬间，但在个人的成长中却是重要的几年。一串串坚定的脚印，还有那一个个闪光的足迹，每一步都蕴涵着我们农行人的辛勤付出，凝聚着我们的青春和汗水。我坚信，在我们的共同努力下，农行的明天必将更加辉煌!

我的演讲结束，谢谢大家!

参考翻译：

Dear leaders and colleagues:

Hello everyone!

I am a manager from the Agricultural Bank of China. I am very excited to stand on this stage. First of all, please allow me to thank the leader for giving me such an opportunity to show myself. The topic of my speech today is "Serve with Heart and Pursue Excellence".

Perhaps in the eyes of many people, there is nothing surprising about our work, without the thrilling experience of a golden horse, without the vigor of a manager galloping on the battlefield, but I want to say that even if it is unknown, I still have no regrets. Because I chose the Agricultural Bank of China, I will stay firm in my belief despite the stormy weather, as always! In the increasingly fierce competition in the financial industry, the quality of service determines the bank’s survival and development. Any financial product can be copied and copied. Customer-centric service quality cannot be cloned, and this is the core competitive advantage of ABC. High-quality service is a dull term, but it is not easy to do it well. It requires us to do every ordinary thing with our heart in ordinary jobs, and it requires us to keep customer-centric in our work. Concept, keep smiling and face customers, do your best to help customers solve problems, so as to get customers' recognition and affirmation at work.

Today, when customer interests are paramount, customer-centric services are the fundamental guarantee for the development of banks. A cordial greeting and a thoughtful service are far less than the trust and support of our customers. "Serve with heart, operate with love" This seemingly simple eight words contains how much content and how much we pay, we ABC employees just use I practice these simple eight words with my hard work and sweat, adhere to the tenet of "market-oriented, customer-centric", and integrate high-quality service into every aspect of our work. "Quality service" unites our spirit and urges us to be aggressive and open up; "Smiling service" makes us happy, urges us to unite and improve continuously. Excellent bank comes from excellent service, excellent service comes from excellent employees, and excellent employees should serve with their heart. Taking customer satisfaction as the criterion, with our own standardized professional behavior and good professional ethics, we will create a good social reputation for our Agricultural Bank and establish an excellent image of the Agricultural Bank in the hearts of customers.

In our Agricultural Bank of China, beside me, there is such a colleague who is silently dedicated and sticks to his ordinary post. He has been fighting on the front line of financial services for many years, and he is. At the age of the year, he is full of love for the Agricultural Bank of China, full of love for personal financial management. As a personal financial account manager, it has been a year since he entered the Agricultural Bank of China. He dedicated his best youth to the service business of the Agricultural Bank of China. He always puts work first, and treats work like his own home. He comes the earliest and leaves the latest every day. For customers who can receive and receive by themselves, they must receive them by themselves, and the work that can be done by themselves is not pushed to others. "Customer is God, customer's needs are the direction of our efforts", always adhere to this standard in our work. He always puts emphasis on his job position, and has never delayed his work due to personal affairs in the past few years. Over the years, I have sacrificed the time to spend with my family, but in exchange for the performance in the post, it has been recognized by the leaders and employees; the joy of gathering with relatives and friends is less, but it has won the trust and respect of customers, facing the praise of customers, leaders and comrades Our trust, he said: “I just seriously did something that ABC employees should do, which is far from the requirements of high-quality service. Although the work is ordinary, it also gives me a broad world to display my talents. We must continue to realize our value in life in this world, and return the trust of the leadership and the care of the organization with first-class performance."

I remember one time when he sprained his leg during a business trip. The doctor was diagnosed with a muscle strain. He was specifically asked to stay in bed for a week. It was a busy period of business. In order not to delay the progress of the business, he gave up the idea of asking for leave. On the front line, he often worked overtime until late at night. Colleagues said he was desperate Saburo, but he said, "Although my position is very ordinary, I may not do a vigorous and vigorous career in my life, but only those who have really worked as financial managers Only people can realize my happiness. It is the excitement of completing the performance that gives me a happy experience. It is the smile of the customer's satisfaction that gives me motivation and makes me feel the glory contained in the ordinary of this profession." As a professional financial manager, various tasks are arduous, and temporary tasks are countless. Due to his work needs, he often does not have time to spend with his family. Thinking of these, his eyes are always moist, and he feels that he has not done it all. The responsibility of the head of the family, but his family understood and supported him as always. I was deeply moved by the spirit of selfless dedication, love and dedication. In future work, I will use his words, deeds and work attitude as the standard, and strive to build myself into a qualified and high-quality service employee. To make customers truly satisfied.

At the beginning of each summer, many schools require students to deposit their tuition fees in the bank, and the end of August is the hottest day of the dog days, and many students are unwilling to go out to save money. In order to win this piece of business for the branch and expand the business volume, our marketing team went deep into major universities, organized marketing campaigns at the entrance of the college, communicated with the college about card issuance, and worked hard to dig this piece of business into our bank. For nearly a month, my marketing team and I worked continuously under the scorching sun. The sun in August was very vicious. Many members of the team had heatstroke, but we never said that we were tired or bitter. When I feel dizzy, I drink a little heatstroke prevention medicine and continue marketing in a school and a dormitory. In those days, we went out early and returned late. In many cases, we couldn't even eat a hot meal. We finally paid off. After nearly a month of hard work , Our team is done. At that moment, we all laughed. Looking at the growth in performance, all the hardships of the past have been thrown away. Here I would like to take this opportunity to thank my colleagues in the team, because of your dedication and dedication, the Agricultural Bank of China will be more brilliant tomorrow!

In order to make every customer feel at home at the Agricultural Bank of China, and to make each customer deeply experience the sincere and attentive service of the Agricultural Bank of China, each of our agricultural bankers has achieved heartfelt service. Service attentively is the starting point and destination of our work. . The job of our ABC people is to make customers satisfied, take ABC as their first bank of choice, and are willing to do business with us forever. We at the Agricultural Bank of China use our own thoughts, knowledge, and skills to handle all customer requirements wholeheartedly and without reservation. Use your own voice, your emotions, and your behavior to make customers feel cordial, happy and satisfied. Attentive service, let us win customers, let us create benefits for the Agricultural Bank of China. The Great Wall of China started from a grain of sand and stone, and the Yangtze River a thousand miles from a drop of mountain springs. It is precisely because of our countless ordinary and great ABC employees, with conscientious work attitude, wholehearted enthusiasm for serving customers, and building with our youth and sweat. The indestructible Great Wall of the Agricultural Bank of China was built.

We are engaged in the service industry, and improving the level and connotation of service is the key, and service is the eternal theme. The modern financial industry is full of competition and challenges. As a member of the Agricultural Bank of China, I have always taken "love my job, pioneering and enterprising" as my motto, and treat my customers with integrity, enthusiasm, patience, and care, and treat customers as mine. The family, regard their work as a window of warmth. In ancient times, there was a couplet: the reeds on the wall are top-heavy and light-rooted, and the bamboo shoots in the mountains have sharp mouths and thick skins. They are used to describe those who have no knowledge and are not serious about doing things. In today's society, this is also for our service personnel. A warning, if a bank does not have high-quality services, it will not withstand the test of wind, rain and time, and will soon wither without vitality. We have no rhetoric, only unpretentious words and deeds; no glorious deeds, only ordinary work; no heroic image, only busy figure. But it is this simple, ordinary and busy time that fully demonstrates our love and loyalty to the cause. I hope to use my own efforts, with my own smile, with my own high-quality service, under the correct leadership of the ABC leaders and the joint efforts of everyone, to dedicate our youth! Contribute our strength to the development goals of the ABC! May our development prospects for the ABC become even better Broader! More beautiful! More fruitful results! Agricultural Bank is bound to usher in a brighter and better tomorrow!

The stone is ordinary, but it is willing to pave the way for others, paved a smooth path for others to succeed; the grass is ordinary, but it silently contributes its own little greenery to make the earth full of vitality; I am an ordinary agricultural bank Staff, I am willing to be a small stone, a small grass, take my position as the land under my feet, sow the seeds of love and dedication, and work hard to contribute my strength to the success of the Agricultural Bank. I have been working in the Agricultural Bank of China for a few years. This year is only a short moment in the long river of time, but it is an important few years in personal growth. A series of firm footprints, as well as those shining footprints, each step contains the hard work of our farmers, and condenses our youth and sweat. I firmly believe that with our joint efforts, the Agricultural Bank of China will be more brilliant tomorrow!

My speech is over, thank you all!