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...................................................................................................1A120–高效的电话沟通技能......................................................................................................3A130–呼入电话/客户服务电话的处理.....................................................................................4A140–呼出操作及流程..............................................................................................................5A150–压力及情绪管理..............................................................................................................5A160–客户服务之路..................................................................................................................6A170–客户投诉处理..................................................................................................................7A180–有效的沟通......................................................................................................................8A190–呼叫中心的客户服务......................................................................................................8第二章呼叫中心主管培训方案...................................................................................................10S100–呼叫中心人员自我激励................................................................................................10S110–有效沟通与员工关怀.....................................................................................................10S120–呼叫中心知识与信息管理.............................................................................................11S130–呼叫中心岗位分析与工作表现评测.............................................................................12S140–积极的在职辅导和培训................................................................................................13S150–培训师的培训................................................................................................................14S160–运营管理的例会主持技巧.............................................................................................14S170–有效的团队管理............................................................................................................15S180–呼叫中心现场督导技巧................................................................................................16S190–呼叫中心培训体系建立................................................................................................17第三章呼叫中心经理培训方案...................................................................................................18M100–呼叫中心策略制定.......................................................................................................18M110–呼叫中心运营管理综述（基础）...............................................................................19M120–呼叫中心运营管理综述（提升）...............................................................................19M130–呼叫中心人员管理....................................................
