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。
Lion was awakened from sleep by a Mouse running over his face. Rising up in anger, he caught him and was about to kill him, when the Mouse piteously entreated, saying: "If you would only spare my life, I would be sure to repay your kindness." The Lion laughed and let him go.
It happened shortly after this that the Lion was caught by some hunters, who bound him by strong ropes to the ground. The Mouse, recognizing his roar, came up, and gnawed the rope with his teeth, and setting him free, exclaimed: "You ridiculed the idea of my ever being able to help you, not expecting to receive from me any repayment of your favour; but now you know that it is possible for even a Mouse to confer benefits on a Lion."
一只老鼠从一只狮子面前跑过去,将它从梦中吵醒。狮子生气地跳起来,捉住老鼠,要弄死它。老鼠哀求说:「只要你肯饶恕我这条小生命,我将来一定会报答你的大恩。」狮子便笑着放了它。
后来狮子被几个猎人捉住,用粗绳捆绑倒在地上。老鼠听出是狮子的`吼声,走来用牙齿咬断绳索,释放了它,并大声说:「你当时嘲笑我想帮你的忙,而且也不指望我有什么机会报答。但是你现在知道了,就算是小老鼠,也能向狮子效劳的。」
The fox, filled with arrogance, examined the cat from head to feet, and for a long time did not know whether he should give an answer. At last he said, "Oh, you poor beard-licker, you speckled fool, you hungry mouse hunter, what are you thinking? Have you the nerve to ask how I am doing? What do you know? How many tricks do you understand?"
"I understand but one," answered the cat, modestly.
"What kind of a trick is it?" asked the fox.
"When the dogs are chasing me, I can jump into a tree and save myself."
"Is that all?" said the fox. "I am master of a hundred tricks, and in addition to that I have a sackful of cunning. I feel sorry for you. Come with me, and I will teach you how one escapes from the dogs."
Just then a hunter came by with four dogs. The cat jumped nimbly up a tree, and sat down at its top, where the branches and foliage completely hid her.
"Untie your sack, Mr. Fox, untie your sack," the cat shouted to him, but the dogs had already seized him, and were holding him fast.
"Oh, Mr. Fox," shouted the cat. "You and your hundred tricks are left in the lurch. If you been able to climb like I can, you would not have lost your life."
一只猫在森林里遇到一只狐狸,心想:“他又聪明,又丰富,挺受人尊重的。”於是它很友好地和狐狸打招呼:“日安,尊敬的狐狸先生,您好吗?这些日子挺艰难的,您过得怎么样?”
狐狸傲慢地将猫从头到脚地打量了一番,半天拿不定主意是不是该和它说话。最后它说:“哦,你这个倒霉的长着鬍子、满身花纹的傻瓜、饥肠辘辘地追赶老鼠的.傢伙,你会啥?有甚么资格问我过得怎么样?你都学了点甚么本事?”
“我只有一种本领。”猫谦虚地说。
“甚么本领?”狐狸问。
“有人追我的时候,我会爬到树上去藏起来保护自己。”
“就这本事?”狐狸不屑地说,“我掌握了上百种本领,而且还有满口袋计谋。我真觉得你可怜,跟着我吧,我教你怎么从追捕中逃生。”
就在这时,猎人带着四条狗走近了。猫敏捷地窜到一棵树上,在树顶上蹲伏下来,茂密的树叶把它遮挡得严严实实。
“快打开你的计谋口袋,狐狸先生,快打开呀!”猫冲着狐狸喊道。可是猎狗已经将狐狸扑倒咬住了。“哎呀,狐狸先生,”猫喊道,“你的千百种本领就这么给扔掉了!假如你能像我一样爬树就不至於丢了性命了!”
Father had a family of sons who were perpetually quarrelling among themselves. When he failed to heal their disputes by his exhortations, he determined to give them a practical illustration of the evils of disunion; and for this purpose he one day told them to bring him a bundle of sticks. When they had done so, he placed the faggot into the hands of each of them in succession, and ordered them to break it in pieces. They each tried with all their strength, and were not able to do it.
He next unclosed the faggot, and took the sticks separately, one by one, and again put them into their hands, on which they broke them easily. He then
addressed them in these words: "My sons, if you are of one mind, and unite to assist each other, you will be as this faggot, uninjured by all the attempts of your enemies; but if you are divided among yourselves, you will be broken as easily as these sticks."
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