Telephone skills & Customer Care training course

‫ﻧﺪﻭﺓ ﺗﻌﺮﻳﻔﻴﺔ ﻋﻦ ﻭﺭﺷﺔ ﺍﻟﻌﻤﻞ‬ ‫ٔ‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﻣﺪﺓ ﻭﺭﺷﺔ ﺍﻟﻌﻤﻞ 6 ﺃﻳﺎﻡ‬

‫ت ور ا‬ ‫• ﺃﺧﻼﻗﻴﺎﺕ ﻭﺳﻠﻮﻛﻴﺎﺕ ﺍﳌﻬﻨﻪ‬ ‫• ﺃﺳﺲ ﺍﻟﺘﻌﺎﻣﻞ ﻣﻦ ﺧﻼﻝ ﺍﳍﺎﺗﻒ‬ ‫• ﺍﳋﺪﻣﺔ ﺍﳍﺎﺗﻔﻴﺔ‬ ‫• ﻣﻬﺎﺭﺍﺕ ﺍﻻﺳﺘﻤﺎﻉ ﺍﻟﻔﻌﺎﻝ )ﺍﻹﺻﻐﺎﺀ(‬ ‫• ﻣﻬﺎﺭﺕ ﺍﻟﺘﻔﺎﻋﻞ ﻣﻊ ﺍﻵﺧﺮﻳﻦ‬ ‫• ﺍﻟﺘﺤﺪﺙ ﺑﺈﺣﺘﺮﺍﻑ‬ ‫2‬ ‫ف – ‪Copyright 2006 by Ghazi Turkistani‬‬ ‫را‬ ‫ء‬ ‫ا‬ ‫د‬ ‫ھ ل وظ‬ ‫ر‬

‫ٔ‬ ‫تا‬ ‫تو‬ ‫ا‬ ‫ﻣﻌﻠﻮﻣﺎﺕ ﻋﻦ ﺍﳌﻨﺸﺄﺓ‬ ‫ﺃﳘﻴﺔ ﺍﻟﺘﻌﺎﻣﻞ ﺑﺎﺣﺘﺮﺍﻓﻴﻪ ﻣﻊ ﺍﳌﺘﺼﻞ )ﺍﻟﻌﻤﻴﻞ(‬ ‫ﻣﻦ ﻫﻮ ﺍﳌﺘﺼﻞ؟ )ﺍﻟﻌﻤﻴﻞ(‬ ‫ﳌﺎﺫﺍ؟ ﺍﻟﻌﻤﻴﻞ ﻣﻬﻢ؟‬ ‫3‬ ‫ف – ‪Copyright 2006 by Ghazi Turkistani‬‬ ‫را‬ ‫ء‬ ‫ا‬ ‫د‬ ‫ھ ل وظ‬ ‫ر‬

‫ا‬ ‫ا‬ ‫ﺍﻟﻔﺮﻕ ﺑﲔ ﺍﳋﺪﻣﺔ ﺍﳍﺎﺗﻔﻴﺔ ﻭﺍﻟﻄﺮﻕ ﺍﻷﺧﺮﻯ ﻟﻠﺨﺪﻣﺔ.‬ ‫ﺍﻟﻔﺮﻕ ﺑﲔ ﺍﳋﺪﻣﺔ ﻭﺍﻟﺘﺴﻮﻳﻖ ﻭﺍﻟﺒﻴﻊ ﺍﳍﺎﺗﻔﻲ.‬ ‫ﻛﻦ ﺧﺎﺩﻣﺎ ﳏﺘﺮﻓﺎ ﻋﱪ ﺍﳍﺎﺗﻒ ﺗﺼﺒﺢ ﻣﻠﻜﺎ ﻟﻠﺨﺪﻣﺔ.‬ ‫ﹰ‬ ‫ﹰ‬ ‫ﹰ‬ ‫5‬ ‫ف – ‪Copyright 2006 by Ghazi Turkistani‬‬ ‫را‬ ‫ء‬ ‫ا‬ ‫د‬ ‫ھ ل وظ‬ ‫ر‬

‫ء(‬ ‫رات ا‬ ‫ع ا ل )ا ٕ‬ ‫ﺍﻟﻔﺮﻕ ﺑﲔ ﺍﻻﺳﺘﻤﺎﻉ ﻭﺍﻹﺻﻐﺎﺀ.‬ ‫ﻛﻴﻒ ﳓﻮﻝ ﺍﺳﺘﻤﺎﻋﻨﺎ ﺍﱃ ﺇﺻﻐﺎﺀ.‬ ‫ﻣﱴ ﳚﺐ ﺃﻥ ﺃﻛﻮﻥ ﻣﺴﺘﻤﻌﺎ ﻭﻣﱴ ﻣﺼﻐﻴﺎﹰ؟‬ ‫ﹰ‬ ‫ﺍﻟﺘﻄﺒﻴﻖ ﺍﻟﻌﻤﻠﻲ.‬ ‫6‬ ‫ف – ‪Copyright 2006 by Ghazi Turkistani‬‬ ‫را‬ ‫ء‬ ‫ا‬ ‫د‬ ‫ھ ل وظ‬ ‫ر‬

‫ٓ‬ ‫ا‬ ‫رات ا‬ ‫ﻣﻦ ﺃﻧﺎ؟‬ ‫ﺃﳘﻴﺔ ﺍﻟﺘﻌﺎﻣﻞ ﻣﻊ ﺍﶈﻴﻂ ﺍﳋﺎﺭﺟﻲ؟‬ ‫ﺃﳕﺎﻁ ﺍﻟﺸﺨﺼﻴﺎﺕ ﺍﻷﺧﺮﻯ.‬ ‫ﻣﻬﺎﺭﺍﺕ ﺍﻟﺘﻌﺎﻣﻞ ﻣﻊ ﻫﺬﻩ ﺍﻷﳕﺎﻁ.‬ ‫ﺍﻟﺘﻄﺒﻴﻖ ﺍﻟﻌﻤﻠﻲ.‬ ‫7‬ ‫ف – ‪Copyright 2006 by Ghazi Turkistani‬‬ ‫را‬ ‫ء‬ ‫ا‬ ‫د‬ ‫ھ ل وظ‬ ‫ر‬

‫وا‬ ‫ا‬ ‫ك‬ ‫ﳌﺰﻳﺪ ﻣﻦ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺣﻮﻝ ﺍﻟﺘﻔﺎﺻﻴﻞ ﺍﻟﻜﺎﻣﻠﺔ ﻟﻮﺭﺷﺔ‬ ‫ﺍﻟﻌﻤﻞ، ﺃﻭ ﰲ ﺣﺎﻟﺔ ﺍﻟﺮﻏﺒﺔ ﻟﺘﻨﻔﻴﺬ ﻫﺬﻩ ﺍﻟﻮﺭﺷﺔ ﳝﻜﻨﻚ‬ ‫ﻣﺮﺍﺳﻠﺔ ﻣﺴﺘﺸﺎﺭ ﺍﻟﱪﺍﻣﺞ ﺍﻟﺘﺪﺭﻳﺒﻴﺔ ﻋﻠﻰ ﺍﻟﱪﻳﺪ ﺍﻹﻟﻜﺘﺮﻭﱐ‬ ‫ﺍﻟﺘﺎﱄ:‬ ‫‪training@3adbe.com‬‬ ‫ﻭﳝﻜﻨﻚ ﺯﻳﺎﺭﺓ ﻗﺴﻢ ﺍﻟﱪﺍﻣﺞ ﺍﻟﺘﺪﺭﺑﻴﺒﺔ‬ ‫‪http://www.3adbe.com‬‬ ‫9‬ ‫ف – ‪Copyright 2006 by Ghazi Turkistani‬‬ ‫را‬ ‫ء‬ ‫ا‬ ‫د‬ ‫ھ ل وظ‬ ‫ر‬

Telephone skills & Customer Care training course

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