客服人员普通话培训模式构建  

Construction of mandarin training model of customer-service representatives

作　　者：张桔娴[1] 夏建辉[1] 

机构地区：[1]长沙通信职业技术学院,湖南长沙410015

出　　处：《长沙通信职业技术学院学报》2011年第4期95-97,共3页Journal of Changsha Telecommunications and Technology Vocational College

摘　　要：客服人员的工作语言是普通话,能说好普通话不仅是客服人员自身的需求,也是企业对员工的要求,企业对普通话的培训需求量日益增大。一般的普通话培训都是针对教师、学生、公务员、播音员等,面向客服人员的培训与之有相似之处,也有很多不同点。文章从培训原则、培训内容、培训实施这几个方面做了详细阐述,构建了科学、合理的客服人员普通话培训模式。The working language of the customer-service representatives is mandarin. Speaking good mandarin is not only their own demand, but also the requirement of the enterprise to the employees. The mandarin training demand of the enterprise is increasing. The general mandarin training is for the teachers, students, civil servants, broadcasters and so on. Customer-service representatives＂ training has its similarities and also a lot of differences. This paper expounds in detail from the training principles, the training content and the training implementation. It constructs the scientific and reasonable customer-service representative mandarin training mode].

关 键 词：普通话 培训 模式 

分 类 号：H102[语言文字—汉语]