电话客服培训教材（穆）.doc

穆晓军觉得非常好 TOC \o "1-3" \h \z \u HYPERLINK \l "_Toc178143933" 第一章 关于电话客服介绍 PAGEREF _Toc178143933 \h 2 HYPERLINK \l "_Toc178143934" 1.1什么是客户服务 PAGEREF _Toc178143934 \h 2 HYPERLINK \l "_Toc178143935" 1.2客户服务主要工作是什么 PAGEREF _Toc178143935 \h 2 HYPERLINK \l "_Toc178143936" 1.3怎么才能做好客户服务 PAGEREF _Toc178143936 \h 3 HYPERLINK \l "_Toc178143937" 1.5客服工作人员的职业生涯规划 PAGEREF _Toc178143937 \h 5 HYPERLINK \l "_Toc178143938" 第二章 电话沟能(怎样做的问题) PAGEREF _Toc178143938 \h 6 HYPERLINK \l "_Toc178143939" 2.1原则:铃声一响，我就失去自我 PAGEREF _Toc178143939 \h 6 HYPERLINK \l "_Toc178143940" 2.2拨打电话的流程 PAGEREF _Toc178143940 \h 6 HYPERLINK \l "_Toc178143941" 2.2.1制定电话流程的标准 PAGEREF _Toc178143941 \h 6 HYPERLINK \l "_Toc178143942" 2.2.2、接听电话流程 PAGEREF _Toc178143942 \h 6 HYPERLINK \l "_Toc178143943" 2.3电话沟通的细节 PAGEREF _Toc178143943 \h 9 HYPERLINK \l "_Toc178143944" 2.3.1改善聆听质量的建议： PAGEREF _Toc178143944 \h 10 HYPERLINK \l "_Toc178143945" 2.3.2改善电话表达质量的建议： PAGEREF _Toc178143945 \h 10 HYPERLINK \l "_Toc178143946" 2.3.3列出电话清单 PAGEREF _Toc178143946 \h 11 HYPERLINK \l "_Toc178143947" 2.3.4电话清单范例 PAGEREF _Toc178143947 \h 12 HYPERLINK \l "_Toc178143948" 第三章 电话礼仪 PAGEREF _Toc178143948 \h 13 HYPERLINK \l "_Toc178143949" 3.1接电话礼仪 PAGEREF _Toc178143949 \h 13 HYPERLINK \l "_Toc178143950" 3.2拨打电话的礼仪 PAGEREF _Toc178143950 \h 16 HYPERLINK \l "_Toc178143951" 第四章 情绪管理 PAGEREF _Toc178143951 \h 20 HYPERLINK \l "_Toc178143952" 4.1心态培养 PAGEREF _Toc178143952 \h 20 HYPERLINK \l "_Toc178143953" 4.2微笑 PAGEREF _Toc178143953 \h 24 HYPERLINK \l "_Toc178143954" 4.3引导客户情绪 PAGEREF _Toc178143954 \h 26 HYPERLINK \l "_Toc178143955" 4.4客服代表压力缓解方法与技巧 PAGEREF _Toc178143955 \h 26 HYPERLINK \l "_Toc178143956" 第五章 发声训练 PAGEREF _Toc178143956 \h 30 HYPERLINK \l "_Toc178143957" 5.1优质语音服务的要求 PAGEREF _Toc178143957 \h 30 HYPERLINK \l "_Toc178143958" 5.2科学的发声训练方法 PAGEREF _Toc178143958 \h 31 HYPERLINK \l "_Toc178143959" 5.2.1语音 PAGEREF _Toc178143959 \h 31 HYPERLINK \l "_Toc178143960" 5.2.2共鸣 PA