最近,我看了一本书《带着微笑和快乐去工作》,给我带来很大的启发。
翻开这本书,首先映入眼帘的是这样一段话:“微笑是一种共通的语言,它没有国界、宗教、种族的隔膜,人人皆会、皆懂;微笑是一份最好的礼物,虽价值连城,却不花费一分钱,它使赠送的人心情愉悦,同时使接受的人变得富有;微笑是人际交往中最好的名片,它能够缩短人与人之间的距离,化解令人尴尬的僵局,沟通彼此的心灵,使人产生安全感、亲切感、愉快感。”
作为客服人员,虽然客户看不见我们,但是客户会通过声音来判断我们对他的态度,这就要求我们在接听电话时要始终保持微笑,这样发出的声音才会更有亲和力,也能让客户感觉到我们对他的尊重。这就是我们常说的“用声音传递微笑,用心灵沟通。”通过这么长时间的工作,我也深刻的`认识到微笑特有的魅力,也意识到微笑是提高个人竞争力的有力武器,是我们每个客服人员必备的职业素质。
通过读《带着微笑和快乐去工作》,我觉得在工作中还要摆正心态。干一行,爱一行,这是必要条件。作为客服人员,在每天的日常工作中偶尔遇到那些态度不是很好的客户是很正常的事,我们也不可能期望每一个客户都那么友善,如果遇到这样的客户,我们要做到坦然接受,并让微笑成为工作中的润滑剂。
一位哲人曾说:“拥有了微笑,就同样拥有成功。”因此在工作中,要用微笑去工作,笑对人生,笑对一切,把那些困难事、烦心事、不愉快的事,都用一颗快乐的心去化解。要坦然地去面对工作中的得与失,成与败,做最好的自己。
pril12,XX
dear sir or madam:
i am xxx, general manager of xxx. learning that an excellent staff member of ours, mr. xxx is intent on further studying abroad, i am much pleased and gratified. in my opinion, such a promising youth striving for progress should receive better education so as to create a brighter future. therefore, it gives me a high honor to strongly recommend this outstanding young man to your world-renowned university.
mr. xxx once did practice in ours in his last academic year at university. though he was not familiar with business and insufficient in working experience, he, instead of admitting defeat, never allowed any opportunity to study to slip away. taking full advantage of leisure time, mr. xxx thumbed through volumes of books regarding business and remitted to other experienced staff members modestly. gradually, he became well versed in various business and obtained certain working results. never satisfied with and proud of his acquisition, mr. xxx still communicated and discussed modestly with his colleagues about some puzzles he encountered in the work till finding out solutions. in light of his praiseworthy performance in the practice, we made an exception to recruit him as a full member of ours after his graduation (we seldom hire those just graduating from universities.
by now, as a business elite of ours, mr. xxx works even seriously, responsibly and diligently, setting a good example to other staff members. every drop of sweat will be repaid. mr. xxx has been appraised as excellent employee of ours and awarded considerable bonus.
to some extent, it may be a great loss of our company that such a superexcellent employee as mr. xxx is going to study abroad. however, in consideration of his prospect, i, without any hesitation, am in great favor of his decision of studying at your reputable university. with great sincerity, i expect that you will support his application fully and grant him an opportunity to uplift himself and realize his dream. thanks a lot.
respectfully yours,
xxx
general manager
xxx
tel: xxx
e-mail: xxx
to whom it may concern:
ive been michael smiths manager at xyz engineering for almost four years. it was my pleasure to promote michael to mechanical engineer last year, because he consistently meets and often exceeds his job requirements.
michael is an enthusiastic, dedicated employee with reliable work habits. he often does not need guidance or supervision, but willingly accepts it when offered. he is consistently successful in improving his skills, and he works hard to do so.sincerely,
[signature]
manager, mechanical engineering
甲鱼的生命是从蛋开始的。甲鱼的蛋开始是白色的,还有一些淡淡的`黄色,。蛋快要孵出来的时候,蛋的上面有一小块黑色夹灰色,其他都是白色的。孵化失败的甲鱼,它的蛋是纯黑夹灰的,偶尔会有一点地方是白色的。甲鱼孵化的时间一般是在夏天,你只要在蛋上盖层沙子或泥土,然后把它放在房间里就可以了,你不用担心它太过热。甲鱼孵化的时间大多需要一个月左右,假如一个月以后还没有孵化,你就要去看看蛋的颜色了。甲鱼孵化以后,你不要急着给它吃东西,一般要等到一天以后才可以喂食。甲鱼一般吃蛋黄,生的虾。
甲鱼也是会害羞的,在你不注意的时候才会吃,所以我们不能一直看着它。甲鱼生活在水里和陆地上,养甲鱼的水要浅一点,而且还要放一些小石子当陆地,好让甲鱼爬上去。水要勤换,大约2到3天换一次,不然甲鱼会死掉。经过一段时间的喂养,我和外婆让它重回大自然的怀抱,给放生了。
我只记得其中的一次。冬天了,也或许是在青黄不接的春天。很冷,七十六、七岁的爷爷拄着拐杖,也是打狗棒,背一个布袋,带着四五岁的我,从后河沟的窑洞出发,到四五里外的铁疙蛋海子或下红土湾去。我当时不知道四五里是多少,只觉得路很长,很长。进了村,推开人家的房门,爷爷就说,“可怜可怜,帮助点儿哇。”于是人家就或多或少给点面或者窝头、半个馒头什么的。接着到另一户人家,爷爷还是重复那句话,“可怜可怜,帮助点儿哇。”接了人家的东西再到下一家去。
这一天,我和爷爷很快要了半袋子吃的,再多了爷爷也背不动了。回到家,我高高兴兴跑在前面,跑到奶奶跟前,“奶奶!奶奶!看,我们要回来了,还有馒头!”奶奶哭了。我当时不知道奶奶为什么要哭,要回这么多吃的东西奶奶为什么会哭呢。奶奶抱起我,摸着我的头,“猫儿子!猫儿子!”哭得更厉害了。自那以后,我就害怕看见奶奶哭。
七岁那年,我上学了。家里人都忌讳我说起这件事,也不许我跟外人说。于是,这件事也就在我心里埋藏了近四十年。我成家之后,有时妻子和我吵架,有几次骂我“讨吃人家出生”的时候,我便无话了。其实她也不知道我是真的讨吃人家出生。这时候,我的思想便回到了和爷爷讨吃要饭的童年那难忘的记忆中去了,妻子接下来说什么,我都听不见了。我的思想回到了我难忘的'后河沟去了。
后河沟是一条季节性小河,很短,水很清,发源地是距此六七里外西南方向的几座小山头,每年夏秋雨季到来的时候,山水流过,渐渐就形成了这条二十多米左右宽的小河。河的阳面,就是北面,据河五十多米远,是一处红泥土高坡,红土层是立土层,打洞不易塌方,所以爷爷奶奶和村子里的乡亲们就在此挖了十几间窑洞,安了七八户人家。这种窑洞当地人们管它叫“崖(读若挨)打窑”。我家有两间窑洞,还是套间。东边的一间直直打进去有四五米深,高有一米七八,宽有近三米,面朝南开着的是门,也同时是窗户,进去就是一盘土炕,最里边是锅台。西边的一间比东边这一间要小一些,紧挨着东边这间,中间大约有一米多宽一堵墙,爷爷从中间挖了一个“小门”,仅够一个人钻进去。这一间只有这一个门,南边挖了个小窗户可以照亮。这是父亲和母亲的新房,也就是洞房。我在到了不惑之年后猜想,这才是真正的“洞房”吧。我就是在这个洞房里诞生的,我在这里度过了快乐和幸福的童年!
我还能记得的,我家门前沟里头,有一口水井,这口水井除了供全村人和牲口吃水外,还能浇地。村民在井的周围种上各式各样的蔬菜,有白菜,有韭菜,有豆角,大蒜,大葱,葫芦等等。给小白菜间苗和压葫芦的时候我们就能吃上新鲜的蔬菜了。间出来的小白菜苗子和葫芦花奶奶就拿回家,洗干净,用盐一拌,等水分去掉一部分,再放点自家酿造的醋,自家炝烧的野韭菜花油或者沙葱花油(也叫蚱蜢花),这顿饭就有菜了,这顿饭就有滋有味,美极了!
沟里头菜也绿了,花也开了,蝴蝶和蜻蜓也飞来了,连麻雀和乌鸦和一些别的鸟也跟着热闹起来了,(我们把乌鸦叫“黑老娃”,)乌鸦在河槽中间的一片大杨树林中筑巢,麻雀在崖头的缝隙间筑巢,别的鸟的巢孩子一般找不到,树上的鸟巢和崖头上的鸟窝也上不去,抓蝴蝶和蜻蜓是可以的。中午阳光照下来,暖暖的,跟在蝴蝶的后面,在菜地里,等着蝴蝶落稳了,两个指头一捏,有时就捏一个,有红的,有黄的,有花的,各式各样的蝴蝶真好看!
夜幕降临,窑洞里的人们有圈羊的,有喂猪的,咩咩的羊叫声,唠唠唠的叫猪声,还有赶着鸡上架的声音,狗是不栓的,自管汪汪汪,村里的人都认识,不会咬人的,从东家串到西家,摇着尾巴再串回去。袅袅的烟雾轻轻飘去,这是人们做饭了。一家人围坐土炕上,点上油灯,团团圆圆吃着自己生产的东西,其乐融融。饭后,人们就围着全村唯一的一个磨盘,大人们谈些什么不知道,大一点的孩子们就捉迷藏、踢毛键、打钢,小一点的孩子就耍土,玩尿泥。清新的空气伴着宁静的夜色,给这里的人们提供了繁衍生息的广阔空间。天渐渐黑了,人们便陆陆续续回家休息。夜也就这样在宁静中陪伴着窑洞里的人们睡去了。
童年的生活也培养了我日后的“乞丐情缘”。我后来有幸“结识”了两个大乞丐——清朝将军金运昌和左联作家尹庚。我也和很多底层贫苦的农牧民结下了深厚的感情。
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