95598客服专员岗前培训浅析

A Brief Analysis on 95598 Customer Specialists Pre-job Training

为帮助客服专员尽快系统掌握业务知识,加速岗位适应进程,用于满足公司"95598全业务集中"对人才队伍的培养需求,本文提出了一种新的培训项目开发模式,即从95598客服专员岗前培训项目开发、培训管理以及培训优化三方面入手,简化了项目开发中的步骤,提高了效率,并针对95598客服专员岗前培训的实施过程进行了跟踪,这种培训模式对电力客户服务与管理专业培训具有重要意义。

In order to help customer service specialists master business knowledge as soon as possible, accelerate job adaptation to meet the demand of the State Grid Corporation about ＂95598 specialists＂ , the author in this paper proposes a new pattern for training program development,starting from pre-post, training process control and training optimization.Although some steps are simplified,good results are achieved and efficiency improved.In the process of training 95598 customer specialists, some measures are adopted to follow the implementation So the training pattern is proved to be important for training power customer specialists.