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With the telecom industry restructuring, the accession to the WTO, the competition in telecom industry pressure everywhere, as a large state-owned telecommunications company, owns certain customer resources, how to conform to the enterprises from the traditional telecom operators to integrated information service provider, is on the development and utilization of human resources will be more urgent, to manpower resource requirements will be more strict. Human resource management in training is not only the needs of enterprise survival and development, and personal growth need. But the present telecommunication company training is not very specific, is not able to meet the needs of enterprises and employees, but can’t meet the needs of customers. Therefore, in this paper, "based on the improvement of customer service quality business personnel training scheme" for the thesis topic, hope from the training of enterprises to enhance the quality of customer service help.According to the demonstration analysis, describes the training of human resources management is one of the most important links in telecommunication enterprises, but also to provide customers with better service is one of the important methods of. First, through the questionnaire survey to understand the customer is not satisfied with the reason; and then through the investigation of the training demands to know the staff which lack; combination of training, the training method of basic concepts, according to the results of investigation, made clear the requirements and training purposes, effectively develop targeted business personnel training plan, adopt correct the mode of training, and effective training methods to assess, make the program me more maneuverable.In conclusion, the paper at home and abroad on the basis of theoretical study, the combination of telecommunication company existing customer service issues, through investigation, research, analysis, set up based on the improvement of the quality of customer service business personnel training scheme, and the training evaluation to make a detailed evaluation models and methods, effective guidance for telecommunications companies how to do business personnel training work.
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