呼叫中心培训资料教程.doc

呼叫中心培训资料 目? 录  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869580 第一章 呼叫中心客户服务代表技巧培训方案. 1  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869581 A100 – 呼叫中心概况及发展简介. 1  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869582 A110 – 客户服务的 ART 艺术. 1  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869583 A120 – 高效的电话沟通技能. 3  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869584 A130 – 呼入电话/客户服务电话的处理. 4  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869585 A140 – 呼出操作及流程. 5  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869586 A150 – 压力及情绪管理. 5  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869587 A160 – 客户服务之路. 6  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869588 A170 – 客户投诉处理. 7  HYPERLINK /diy/edit/ewebeditor.asp?id=Contentstyle=standardoriginalfilename=d_originalfilenamesavefilename=d_savefilenamesavepathfilename=d_savepathfilename \l _Toc131869589 A180 – 有效的沟通. 8  HYPE