通信客服电话沟通能力现状调查与对策——以浙江移动10086为例

Investigation and countermeasures on telephone communication skills of communication customer service staff——Taking Zhejiang Mobile 10086 as an example

为了能够更好地了解现代电信企业话务员在职员工的电话沟通能力现状,文章通过对在职移动10086号后台客服人员进行问卷调查,并对移动10086电话沟通能力的现状及存在的问题进行了针对性地分析,了解到通信客服与客户在沟通中存在声音感染力、提问、表达等多方面的交流障碍,最后针对在职话务员的电话沟通能力的提升要求提出意见和建议。

In order to better understand the telephone communication skills of modem telecommunication enterprise operators, a questionnaire survey is made for mobile 10086 customer service staff. The paper analyzes the current situation and existing problems of telephone communication skills of mobile 10086. It comes to a conclusion that there are many communication barriers between customer service staff and customer such as sound appealing, asking questions and expression. In the end, opinions and suggestions are made for the promotion of the telephone communication ability.