呼叫中心客户服务代表技巧培训方案.doc

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1、目录第一章呼叫中心客户服务代表技巧培训方案..............................................................................1A100–呼叫中心概况及发展简介...............................................................................................1A110–客户服务的ART艺术...........................................

2、........................................................1A120–高效的电话沟通技能.......................................................................................................2A130–呼入电话/客户服务电话的处理............................................................................

3、.........3A140–呼出操作及流程...............................................................................................................4A150–压力及情绪管理...............................................................................................................4A160–客户服务之路.

4、..................................................................................................................5A170–客户投诉处理...................................................................................................................6A180–有效的沟通..................

5、.....................................................................................................7A190–呼叫中心的客户服务.......................................................................................................7第二章呼叫中心主管培训方案.....................................

6、..................................................................9S100–呼叫中心人员自我激励...................................................................................................9S110–有效沟通与员工关怀..........................................................................

7、..............................9S120–呼叫中心知识与信息管理.............................................................................................10S130–呼叫中心岗位分析与工作表现评测.............................................................................11S140–积极的在职辅导和培训..............

8、...................................................................................12S150–培训师的培训..............