摘要作为培养以及提升人才的一种重要手段，培训在企业的发展中成为了必不可少的一个环节。为了实现培训的目标，将培训四要素（讲师、学员、教材、环境）进行合理、有计划、有系统的安排而形成的一种指导性文件。但是在实际的操作与计划中却会出现各种缺漏，导致培训的效果不能达到预想的要求。不同的公司都拥有属于自己的一套培训体系，正确并行之有效的培训体系更是能让公司的形象和效益得到更好的提升。对于销售型公司来说，服务质量将大大的影响产品的销售。无论是在产品卖出前还是销售中更或者是销售后的客服，都对公司以后的发展存在影响。如何让客服人员的服务质量、服务素质得到提高，这就需要一套完整而正确的培训体系。以销售型公司客服人员的培训体系作为对象，对江苏LB公司进行具体的培训体系研究。通过问卷、访问等形式调查了客服人员对于现今培训方式的看法以及培训效果的好坏，发现培训中存在资源浪费、手段较单调等问题，培训体系存在着部分的改善空间。63680

毕业论文关键字： 销售型公司   客服人员   培训体系   

毕 业 论 文 外 文 摘 要

Title       Sales-type system of our customer service staff training                                             

Abstract As a culture and an important means to enhance the talent, training in the development of enterprises has become an essential part. In order to achieve the objectives of the training, will train four elements (lecturers, students, teaching materials, environmental) rational, planned, systematic arrangements and the formation of a guidance document. However, in actual operation and plans but it will be a variety of gaps, resulting in the effect of training can not achieve the desired requirements. Different companies have their own set of training system, the correct and effective training system is to make the company's image and efficiency to get better promotion. For sales-type companies, service quality will greatly affect product sales. Either before or at the sale of products to sell more or customer service after the sale, all of existence affect the future development of the company. How to make customer service quality of service, service quality is improved, which requires a complete and proper training system. Companies with sales customer service training system as an object of Jiangsu LB company specific training System. Through questionnaires, interviews and other forms of customer service staff investigated training methods for today's views and the quality of the training effect was found in the waste of resources training, means more monotonous and other issues, there is a part of the training system for improvement.

Keywords：  Sales-oriented company   Customer Service  Training system

目 次

1 引言 2

2 文献回顾 3

2.1 培训体系及其组织要素 3

2.2 培训体系的构建 3

2.3 销售型公司客服的培训体系建设 4

3 LB公司客服人员培训体系研究 6

3.1 LB公司的培训体系构成 6

3.2 LB公司的培训方法 7

3.3 LB公司培训体系的优劣 8

3.4 培训体系的问题及分析 9

4 解决措施