孙岚 电力服务员能力提升培训.docVIP

《电力系统综合服务能力提升》培训课程 主讲：孙岚 第一天 下午 用数字说服务 窗口服务行为规范及优质服务提升对策（2课时??讲授、现场模拟） 2、窗口服务案例分析及现场模拟（2课时??讲授、现场模拟） 第二天 上午 3、媒体舆情应对能力提升（2课时??讲授） 1 2、媒体舆情与危机公关 3、10条黄金法则 4、与媒体打交道的５原则 5、信息发布前的准备，3C原则 6、核心信息的设计及发布原理 7、回答记者问题的关键技巧 8、如何回答攻击性提问？ 9、如何处理错误的媒体报道 10、反思：如何化危机为转机 ?4、窗口突发事件应对及案例分析?（2课时??讲授、现场模拟） 5、客户投诉的应对技巧与沟通技巧提升（2课时??讲授、现场模拟） 6、客户投诉的应对沟通技巧场景模拟演练（2课时??讲授、现场模拟） 孙岚简介 孙岚老师拥有长达14年的培训经历服务过1000家企业 曾游学欧州、美国，访问哈佛、耶鲁、哥伦比亚大学及西点军校，具备国际服务素养 美国威斯康星康考迪亚大学MBA暨南大学EMBA 中国改革发展研究院首席管理创新督导师 外滩董事会(私董会)专业私董会员 国际旅游岛文明礼仪导航专家 旅游卫视《一分钟学礼仪》主讲嘉宾 海南大学艺术学院特聘教授 implementation of corrective tasks for the new problems found in a timely manner into the special rectification and rectification category. In-depth summary of good practices and good experience in educational practice, good around the typical, continue to promote the rectification, to prevent repeated rebound, use of the results of the activities, timely organization look back again. The theoretical results, continuously consolidate and deepen and expand educational practice to achieve the system results, practical results. Three, the main problems and rectification measures focus on rectification goals, determined to honor the commitment rectification measures to build long-term mechanism style construction bureau Party, improve the ideological style The construction and working level, according to the list of issues to sort it out, with overall requirements to carry out the mass line of educational activities, focus on the implementation of the rectification, enhance team ability to discover and solve their own problems, focus on building a political firm, pioneering and innovative, wholeheartedly for the people, strive for unity, harmony, strong collective leadership (a honest and clean.) there lack of global awareness and innovation problem in carrying out the democratic centralism of the party. The party will discuss the main points of the 2014 Bureau of safety producti