環境資源報告成果查詢系統

99年至100年環保署各單位及所屬機關電話禮貌測試專案工作計畫

中文摘要 為瞭解環保署同仁的電話禮貌服務情形，提昇環保署各單位及所屬各機關之電話禮貌，特別辦理本次電話禮貌測試專案。針對環保署各單位及所屬各機關電話禮貌分成五期測試，共成功測試了1,201通，本專案五期測試結果其總體平均分數都超過90分(特優)，也有部份同仁更拿到100分的成績，顯示多數同仁們在電話禮貌的表現十分優異，唯少數同仁會忽略掉接聽電話時「未能完整的報明單位、姓名及問候語」，以及「未能用禮貌性用語結束通話並直接先掛電話」，針對此問題應加速改善，提昇整體電話服務品質。本次專案亦辦理五次電話禮貌講習座談會，透過專業講師說明電話禮貌的重要性，及應如何加強在電話禮貌的服務表現，使同仁們養成良好的電話禮儀習慣，提昇環保署為民服務工作的滿意度。
中文關鍵字 環境保護署;電話禮貌

基本資訊

專案計畫編號 EPA-99-K103-02-210 經費年度 099 計畫經費 540 千元
專案開始日期 2010/07/14 專案結束日期 2011/12/31 專案主持人 林一為
主辦單位 管考處 承辦人 陳冠章 執行單位 異視行銷市場調查股份有限公司

成果下載

類型 檔名 檔案大小 說明
期末報告 99年至100年環保署各單位及所屬機關電話禮貌報告(定稿).pdf 4MB

2010-2011 Telephone etiquette project work plan by the staff of the EPA

英文摘要 This series of five telephone etiquette tests was aimed at assessing and improving the quality of service shown by the staff of the Environmental Protection Administation (EPA) when answering telephones from the public. A total of 1,201 successful phone calls were made during the five-test period, with an average gross score of over 90 points (pass with distinction) achieved among the surveyed clerks, some even reaching 100 points, indicating that most of the staff behaved properly in services offered through telephone. However, there were a few defects needing correction in no time, such as "without providing full name of the unit and full name of the person answering the phone or without sending greetings" and "without using polite wording to close the conversation or without giving clear signals before putting the phone down." Besides, five seminars on telephone etiquette were conducted in which experts on the subject explained the imporatnce of the behavor during phone talks and advised ways to act properly so that every staff member of EPA would become a real sticker for phone etiquette and the level of statisfaction of the public toward the EPA service would be increased.
英文關鍵字 Environmental Protection Administration;Telephone Courtesy