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禮儀培訓課程

電信營業廳職業化形象塑造培訓

來源:電信禮儀培訓 作者:電信禮儀培訓 點擊:

视讯真人dianxinyingyetingzhiyehuaxingxiangsuzaopeixunqishizhishidianxinyingyetingyuangongzhiyehuasuzaoguochengzhongdeyixiaobufen,zhiyehuaxingxiangsuzaojiushitongguoyizhudaban、yanxingjuzhi、xingweiguifan,fanyingnidegexing、xingxiangjigongzhongmianmao,congershuliqilaidezhiyexingxiang。

zhiyehuaxingxiangyaotixianchunizaigaizhiyelingyudezhuanyexing,renheshinixiandebugouzhiyehuadexingxiang,douhuirangrenrenweinibushihenidezhiye。dianxinyingyetingzhiyehuaxingxiangshouxianyaozaiyizhushangjinliangchuandexiangdianxinxingyederen,ningyuanbaoshouyebunengguoyuqianwei,lingwaihuanyaolejiedianxinxingyehegaiqiyedewenhuafenwei,zaitantuhejuzhizhongyaoliuluchuyuqiye、zhiyexiangfuhedeqizhi。

電信營業廳職業化形象塑造課程安排

培訓時間:1-2天

培訓地點:客戶自定

培訓對象:電信營業廳服務人員、電信營業廳柜臺人員、電信營業廳大堂經理等

培訓風格:課程講授+案例分析+情景演練+模擬訓練+講師糾錯

培訓收益

  1. 通過培訓使電信營業廳服務人員充分認識到職業化形象的重要性;
  2. 通過培訓使電信營業廳服務人員更好的樹立自己的職業化形象;
  3. 通過培訓使電信營業廳服務人員提高自我形象,維持企業形象;
  4. 通過培訓使電信營業廳服務人員實現自我形象到企業形象的認知;
  5. 通過培訓使電信營業廳更加的專業化和職業化,提高競爭力;

培訓背景

dianxinyingyetingzaishiqulewangridujialongduandeshichangerchengweipingdengdeshichangjingzhengzhutizhihou,dianxinxingyewulunshicongyingyeyuandezhiyehuaxingxianghuanshiyingyetingdehuanjinganpaidouxuyaoyoudafududegaibianhetisheng,danshigeyingyetingzhijianhuanshiyoubenzhidechayi,zhexiechayilaizinalini?

视讯真人duiyuyingyetinglaishuo,zuizhongdemudeshidaigeigukeyouzhidefuwutiyan,zuidachengdudemanzugukedexuqiu,zaichanpinhechengbendouquyufuzhideqingkuangxia,yingyetingdefuwuchengweilezhuyaojingzhenglizhiyi,zhezhongfuwuyifangmianlaiziyuyewushangdezhuanyechengdu,lingyifangmianlaiziyuxingxiangshangdezhiyehua,yaogeigukeyixinrengan。

電信營業廳職業化形象塑造培訓課程大綱

kechengdaoru:taolunyigezhiyehuaderenyaojubeinaxieliyi?

第一章:如何認識職業化的形象

shenmeshizhiyehuadexingxiang?

zhiyehuadexingxiangbaohannaxiefangmian?

shuiyingxiangledianxinyingyetingdezhengtizhiyehuaxingxiang?

第二章:電信營業廳服務人員的自我角色定位

视讯真人benzhangshuoming:dianxinyingyefuwurenyuanzaifuwukehuzhiqian,yaozhunquedezhidaoshuangfanggezibanyandejiaose,zhiyoumingquelejiaosededingwei,cainengtigongfuheyaoqiuhedaoweidefuwu。

quedingjiaose——zuoweiyingyetingfuwurenyuandeshehuijiaose

shejixingxiang——zuoweiyingyetingfuwurenyuandezhuanyexingxiang

tesefuwu——zuoweiyingyetingfuwurenyuanyinggaitigongdefuwu

视讯真人buduandiaozheng——zaifuwuzhong,buduanbianhuajiaosehedingweiyibiangenghaodefuwu

第三章:電信營業廳服務人員自我形象設計

视讯真人yi、fuwuyirongdeliyixiushi

1)mianbuxiushi

meibudexiushi

yanbudexiushi

erbudexiushi

bibudexiushi

koubudexiushi

2)meironghuazhuang

yuanze:danya、zhuangzhong、yangchangbiduan

buzou:dafendi—huayanxian—shiyanying—miaomeixing—shangsaihong—tuchuncai—penxiangshui

视讯真人fabuxiushi:toufazhengjie、faxingshihenianling,lianxingheshencai

3)zhitixiushi

shoubeidexiushi

tuijiaodexiushi

er、fuwuyibiaodeliyixiushi

1)chenggongdezhuzhuang

waiguanzhengjie

jiangjiuwenming

chuanzhudedang

2)nanshizhuzhuang

视讯真人xizhuangdexuanze:mianliao,secai,tuan,kuanshi,zaoxing,zuogongdeng;

xizhuangdechuanfa

xizhuangdedapei:lingdai、chenshan、xiewa

3)nvshizhuzhuang

nvshitaoqundexuanze:mianliao、secai、tuandeng

视讯真人taoqundedapei:chenshan、neiyi、chenqun、xiewa

4)nvshitaoqundewugezhuyishixiang

san、fuwuyitailiyiguifan

1)zhanzuozouziguizehelianxi

zhanziyaoqiutingzhi、shuzhan、zhandezhi、lidezheng,lengjiaofenming,xiantiaoyoumei,jingshenhuanfa

视讯真人zuoziyaoqiuduanzhuang、wenya、deti、dafang

zouziyaoqiuwenjian、chizhong

2)biaoqingliyi

muguangdeningshiquyu

weixiao

benzhanglianxi:yitailiyihebiaoqingliyi

第四章:電信營業廳服務語言禮儀

benzhangshuoming:fuwurenyuanyaotigaoyuyannengli,yingzaichenghu、kouchiheyongcisangefangmianxiagongfu。

yi、jibendeyuyanguifan

1)chenghuqiadang

qufenduixiang

youzhuyouci

youjinjiyuan

jujuebuliangchenghu

2)kouchiqingxi

yuyanbiaozhun

yudiaorouhe

yuqizhengque

yongciwenya

视讯真人er、yingyetingfuwurenyuanyuyanjiqiao

zenmebiaodahanxuanhewenhou

zenmebiaodachengzanyuganxie

zenmebiaoshizhuheheweiwen

zenmechulizhengzhihebianlun

zenmebiaoshijujuehedaoqian

视讯真人benzhanglianxi:moniyanlianjiedaikehuzhongdeyuqideng

第五章:電信營業廳專業的職業道德

视讯真人benzhangshuoming:dianxinxingyezhiyedaodebaokuo:wenminglimao、aigangjingye、chengshishouxin、zunjishoufa、tuanjiehuzhu、kaituochuangxin

yi、wenminglimao

yibiaoduanzhuang

yuyanguifan

juzhideti

dairenreqing

er、aigangjingye

shulizhiyelixiang

qianghuazhiyezeren

tigaozhiyejineng

san、chengshishouxin

zhongchengsuoshuqiye

weihuqiyeqingyu

baoshouqiyemimi

si、zunjishoufa

视讯真人xuefa、zhifa、shoufa、yongfa

zunshouqiyejilvheguifan

wu、tuanjiehuzhu

guquandaju

huxiangxuexi

jiaqiangxiezuo

liu、kaituochuangxin

yaoyouchuangzaoyishihekexuesiwei

yaoyoujiandingdexinxinheyizhi

benzhang:zhongdianjiyi

第六章:電信營業廳職業化窗口服務形象塑造

yi、chuangkoufuwudesanyuanze

yirongyibiao——zhuzhuangtongyi、yibiaoduanzhuang、jingshenbaoman

xingweijuzhi——juzhiwenya、zhanlifuwu、zhudongzhaohu

视讯真人fuwutaidu——taiduheai、naixinjieda、wenminglimao

er、chuangkourenyuandeshentiyuyan

mianbubiaoqing:yikuaigaoshipai

yigeyanshen:niqinggandeliulu

qingting:ranggukekaojinni

yanyu:zunzhongdetixian

san、yingjitufashijian——huozai、kehufabing、tingdian、yuxuetianqideng

视讯真人benzhanglianxi:shentiyuyandelianxihetousuchulimonixunlian

第七章:電信營業廳職業化形象塑造培訓總結

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