目录第一章呼叫中心客户服务代表技巧培训方案.............................................................................2A100–呼叫中心概况及发展简介.............................................................................................2A110–客户服务的ART艺术...................................................................................................3A120–高效的电话沟通技能.....................................................................................................3A130–呼入电话/客户服务电话的处理....................................................................................5A140–呼出操作及流程.............................................................................................................6A150–压力及情绪管理.............................................................................................................7A160–客户服务之路.................................................................................................................8A170–客户投诉处理...............................................................................................................10A180–有效的沟通...................................................................................................................11A190–呼叫中心的客户服务...................................................................................................12第二章呼叫中心主管培训方案...................................................................................................13S100–呼叫中心人员自我激励................................................................................................13S110–有效沟通与员工关怀....................................................................................................13S120–呼叫中心知识与信息管理............................................................................................14S130–呼叫中心岗位分析与工作表现评测............................................................................16S140–积极的在职辅导和培训................................................................................................18S150–培训师的培训................................................................................................................19S160–运营管理的例会主持技巧............................................................................................20S170–有效的团队管理............................................................................................................21培训课程介绍第1页共45页S180–呼叫中心现场督导技巧................................................................................................23S190–呼叫中心培训体系建立................................................................................................24第三章呼叫中心经理培训方案...................................................................................................25M100–呼叫中心策略制定.......................................................................................................25M110–呼叫中心运营管理综述（基础）...............................................................................27M120–呼叫中心运营管理综述（提升）...............................................................................28M130–呼叫中心人员管理.............................................
