通信客服“与人交流”能力现状调研及教学思考

Investigation and research on “communication” ability of communication customer service staff and the teaching thinking

在通信客服所需的职业能力中",与人交流能力"是其职业关键能力。文章通过对通信客服人员的有针对性的调研,了解到通信客服在与客户、同事以及领导相处的过程中存在着表达生硬、不喜倾听等多方面的交流障碍,最后从企业、学校等方面提出了改进问题的思考与建议。

In the vocational ability for communication customer service, ＂the ability to communicate with people＂ is one of the key abilities. Through some investigation to the communication customer service personnel, the result shows that the personnel have some communication obstacles such as hard expression and unwilling to listen to others when getting along with the clients, colleagues and leaders. Finally, some suggestions have been put forward from the enterprise, the college and the students.