电邮与电话礼仪

课程名称： 电邮与电话礼仪

培训对象： 适合于以电话沟通我主要业务内容的一线人员，如客服，销售等

课程目标： 掌握专业的电话与电邮礼仪，给客户树立专业形象，建立良好业务关系

课程时间：        半天或一天 (9 am ~ 12:30 pm)

课程大纲：

• 打电话的优缺点

• 打电话的黄金规则

• 打电话的技巧要点

• 录像观摩

• 情景讨论

• 使用电邮的优缺点

• 使用电邮的3大原则

• 使用电邮的若干注意事项

• 写电邮与时间管理及工作效率的关系

• 电邮范例

• 讨论与分享

   结束

注： 如果是一整天，则学员有更多的机会讨论、练习及分享。

Course title： E-mail and telephone etiquette

Target group： Call center, service representative, service manager, sales, marketing professionals and so on

Outcome： The participants will be able to interact professionally with their customers and build up good business relationship via their professional business etiquette

Duration：      Half day or one day (9 am ~ 12:30 pm)

Guideline：

• The advantage of making telephone call

• Golden rule of telephone call

• Techniques of making a business phone call

• Video watching

• Discuss and sharing

• The advantage of making e-mail

• 3 golden rules of making e-mail

• Some key points when writing e-mail

• How to make your e-mail time-efficient

• Examples of professional e-mail

• Discussion and sharing

• Summary

• Q & A

   End of the day

Notice： If time is allowed for one day, the participants will be able to have more chance to practice and sharing.