{"id":1929,"date":"2023-11-29T23:17:15","date_gmt":"2023-11-29T23:17:15","guid":{"rendered":"http:\/\/masterskills.org\/blog\/?p=1929"},"modified":"2023-11-29T19:24:06","modified_gmt":"2023-11-29T19:24:06","slug":"thuyet-phuc-khach-hang-kho-tinh","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/thuyet-phuc-khach-hang-kho-tinh.html","title":{"rendered":"Thuy\u1ebft Ph\u1ee5c Kh\u00e1ch H\u00e0ng Kh\u00f3 T\u00ednh"},"content":{"rendered":"<p>Khi n\u00f3i \u0111\u1ebfn <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.masterskills.org\/Customer-service-skills-training.htm\">d\u1ecbch v\u1ee5\u00a0kh\u00e1ch h\u00e0ng<\/a><\/span><span style=\"color: #333333;\">,<\/span> ng\u01b0\u1eddi ta hi\u1ec3u \u0111\u00f3 l\u00e0 vi\u1ec7c b\u1ea1n th\u01b0\u1eddng xuy\u00ean ph\u1ea3i ti\u1ebfp x\u00fac, ph\u1ee5c v\u1ee5 nhi\u1ec1u lo\u1ea1i kh\u00e1ch h\u00e0ng kh\u00e1c nhau, bao g\u1ed3m c\u1ea3 vi\u1ec7c ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh, kh\u00f3 n\u1ebft, hay c\u00e1u k\u1ec9nh v\u00e0 th\u1eadm ch\u00ed th\u00f4 l\u1ed7. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 Quy tr\u00ecnh 5 b\u01b0\u1edbc gi\u00fap b\u1ea1n \u0111\u1ed1i ph\u00f3 v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh nh\u1ea5t.<\/p>\n<p>Ph\u1ea7n l\u1edbn c\u00e1c b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ea1i c\u00e1c c\u00f4ng ty \u0111\u1ec1u ph\u1ea3i \u0111\u01b0\u01a1ng \u0111\u1ea7u v\u1edbi nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng t\u1ecf ra c\u00e1u k\u1ec9nh, b\u1ef1c t\u1ee9c. Nh\u1eefng t\u00ecnh hu\u1ed1ng n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m:<\/p>\n<ul>\n<li>M\u1ed9t kh\u00e1ch h\u00e0ng t\u1ecf ra t\u1ee9c gi\u1eadn v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng hay vi\u1ec7c giao nh\u1eadn s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5.<\/li>\n<li>M\u1ed9t s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c g\u1eedi tr\u1ea3 l\u1ea1i hay m\u1ed9t tuy\u00ean b\u1ed1 ch\u1ea5m d\u1ee9t s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.<\/li>\n<li>Nh\u1eefng th\u00f4ng tin kh\u00f4ng ch\u00ednh x\u00e1c \u0111\u01b0\u1ee3c chuy\u1ec3n t\u1edbi cho kh\u00e1ch h\u00e0ng.<\/li>\n<li>M\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 th\u00e1i \u0111\u1ed9 ti\u00eau c\u1ef1c v\u1edbi c\u00f4ng ty b\u1ea1n b\u1edfi nh\u1eefng tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd trong qu\u00e1 kh\u1ee9.<\/li>\n<li>Xung \u0111\u1ed9t hay s\u1ef1 \u0111\u1ed1i ch\u1ea5t gay g\u1eaft.<\/li>\n<li>Nh\u1eefng kh\u00e1ch h\u00e0ng c\u00e1u gi\u1eadn.<\/li>\n<li>Gi\u1ea3i th\u00edch v\u1ec1 m\u1ed9t th\u1ee7 t\u1ee5c hay ch\u00ednh s\u00e1ch c\u1ee7a c\u00f4ng ty.<\/li>\n<li>Ng\u0103n ch\u1eb7n m\u1ed9t y\u00eau c\u1ea7u \u0111\u01b0\u1ee3c n\u00f3i chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u1edbi nh\u00e0 qu\u1ea3n l\u00fd t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p>M\u1ee5c ti\u00eau cu\u1ed1i c\u00f9ng trong nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00f3 kh\u0103n n\u00e0y l\u00e0 nh\u1eb1m \u0111\u01b0a ra m\u1ed9t gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 nh\u1ea5t. Ch\u00fang ta \u0111\u1ec1u mu\u1ed1n kh\u00e1ch h\u00e0ng r\u1eddi kh\u1ecfi c\u00f4ng ty v\u1edbi c\u1ea3m gi\u00e1c h\u1ecd \u0111\u00e3 \u0111\u01b0\u1ee3c l\u1eafng nghe, \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c v\u00e0 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao. Nh\u1eefng suy ngh\u0129 v\u00e0 nh\u00ecn nh\u1eadn h\u01b0\u1edbng t\u1edbi kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 t\u00e1c \u0111\u1ed9ng kh\u00e1 l\u1edbn \u0111\u1ebfn vi\u1ec7c \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau n\u00e0y. C\u00f9ng v\u1edbi tr\u1ecdng t\u00e2m h\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng, c\u00f3 m\u1ed9t c\u00f4ng c\u1ee5 v\u00f4 gi\u00e1 gi\u00fap b\u1ea1n \u0111\u01b0\u01a1ng \u0111\u1ea7u v\u1edbi nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00f3 kh\u0103n trong<span style=\"color: #0000ff;\"> <a style=\"color: #0000ff;\" href=\"https:\/\/www.masterskills.org\/Customer-service-skills-training.htm\">d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a><\/span> m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t, \u0111\u00f3 l\u00e0 Quy tr\u00ecnh 5 b\u01b0\u1edbc (Five-Step Process):<\/p>\n<p><strong>Quy tr\u00ecnh 5 b\u01b0\u1edbc:<\/strong><\/p>\n<p>B\u1ea1n \u0111\u00e3 t\u1eebng bao gi\u1edd l\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng c\u00e1u k\u1ec9nh, g\u1ecdi \u0111i\u1ec7n cho nh\u00e0 cung c\u1ea5p s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n \u0111\u1ec3 th\u00f4ng b\u00e1o m\u1ed9t v\u1ea5n \u0111\u1ec1 nghi\u00eam tr\u1ecdng? N\u1ebfu b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t c\u00e2u tr\u1ea3 l\u1eddi tho\u00e3 m\u00e3n c\u00f9ng m\u1ed9t c\u1ea3m gi\u00e1c m\u00ecnh \u0111\u00e3 \u0111\u01b0\u1ee3c l\u1eafng nghe, \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c chu \u0111\u00e1o, v\u00e0 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 \u0111\u00fang trong su\u1ed1t th\u1eddi gian giao d\u1ecbch, li\u1ec7u b\u1ea1n c\u00f3 quan t\u00e2m \u0111\u1ebfn vi\u1ec7c s\u1ebd ti\u1ebfp t\u1ee5c mua s\u1eafm s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 c\u1ee7a nh\u00e0 cung c\u1ea5p \u0111\u00f3 trong t\u01b0\u01a1ng lai kh\u00f4ng? Ch\u1eafc ch\u1eafn l\u00e0 c\u00f3. Quy tr\u00ecnh 5 b\u01b0\u1edbc s\u1ebd gi\u00fap ch\u00fang ta t\u1ea1o ra cho c\u00e1c kh\u00e1ch h\u00e0ng m\u1ed9t c\u1ea3m gi\u00e1c tho\u1ea3i m\u00e1i nh\u01b0 v\u1eady. Ngo\u1ea1i tr\u1eeb vi\u1ec7c h\u01b0\u1edbng \u0111\u1ebfn m\u1ed9t gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3 nh\u1ea5t, m\u1ee5c ti\u00eau c\u1ee7a Quy tr\u00ecnh 5 b\u01b0\u1edbc l\u00e0 \u0111\u1ec3 l\u1ea1i trong kh\u00e1ch h\u00e0ng m\u1ed9t c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c l\u1eafng nghe, \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c t\u1ed1t v\u00e0 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng b\u01b0\u1edbc c\u1ee5 th\u1ec3 c\u1ee7a\u00a0<strong>Quy tr\u00ecnh 5 b\u01b0\u1edbc.<\/strong><\/p>\n<p><strong>B\u01b0\u1edbc 1<\/strong>\u00a0<strong>\u2013 Ho\u1ea1ch \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c<\/strong><\/p>\n<p>B\u1ea1n s\u1ebd ho\u1ea1ch \u0111\u1ecbnh m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c nh\u01b0 th\u1ebf n\u00e0o?<\/p>\n<ul>\n<li>X\u00e2y d\u1ef1ng v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed9t m\u1ee5c ti\u00eau cho ho\u1ea1t \u0111\u1ed9ng giao ti\u1ebfp trong c\u00f4ng ty. B\u1ea1n mu\u1ed1n nh\u1eefng k\u1ebft qu\u1ea3 sau c\u00f9ng nh\u01b0 th\u1ebf n\u00e0o? (gi\u1eef ch\u00e2n c\u00e1c kh\u00e1ch h\u00e0ng, gi\u1ea3i quy\u1ebft m\u1ed9t v\u1ea5n \u0111\u1ec1 n\u00e0o,\u2026).<\/li>\n<li>Nh\u1eadn ra nh\u1eefng gi\u1edbi h\u1ea1n v\u00e0 kh\u1ea3 n\u0103ng c\u1ee7a b\u1ea1n: B\u1ea1n c\u00f3 th\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c hay cung c\u1ea5p nh\u1eefng g\u00ec cho c\u00e1c kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n? B\u1ea1n kh\u00f4ng th\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec cho kh\u00e1ch h\u00e0ng b\u1edfi ch\u00ednh s\u00e1ch, quy \u0111\u1ecbnh c\u1ee7a c\u00f4ng ty hay c\u00e1c l\u00fd do kinh doanh kh\u00e1c?<\/li>\n<li>Chu\u1ea9n b\u1ecb s\u1eb5n s\u00e0ng b\u1eb1ng vi\u1ec7c nh\u1eadn ra nh\u1eefng v\u1ea5n \u0111\u1ec1 chung v\u00e0 c\u00e1c gi\u1ea3i ph\u00e1p th\u00e0nh c\u00f4ng.<\/li>\n<\/ul>\n<p>Chi\u1ebfn l\u01b0\u1ee3c <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.masterskills.org\/Customer-service-skills-training.htm\">d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a><\/span> c\u1ee7a b\u1ea1n n\u00ean h\u01b0\u1edbng t\u1edbi m\u1ed9t gi\u1ea3i ph\u00e1p c\u00f3 th\u1ec3 gi\u00fap \u00edch hi\u1ec7u qu\u1ea3 nh\u1ea5t cho c\u1ea3 c\u00f4ng ty b\u1ea1n v\u00e0 kh\u00e1ch h\u00e0ng. N\u1ebfu b\u1ea1n th\u00e0nh c\u00f4ng, b\u1ea1n s\u1ebd n\u00edu gi\u1eef \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng, v\u01b0\u1ee3t m\u1ecdi mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00e0 \u0111\u01b0a ra cho kh\u00e1ch h\u00e0ng m\u1ed9t c\u1ea3m gi\u00e1c tho\u1ea3 m\u00e3n \u0111\u1ec3 h\u1ecd s\u1ebd ti\u1ebfp t\u1ee5c g\u1eafn k\u1ebft v\u1edbi c\u00f4ng ty b\u1ea1n trong t\u01b0\u01a1ng lai.<\/p>\n<p><strong>B\u01b0\u1edbi 2<\/strong>\u00a0<strong>\u2013 Th\u1ec3 hi\u1ec7n s\u1ef1 c\u1ea3m k\u00edch<\/strong><\/p>\n<p>Th\u1ec3 hi\u1ec7n s\u1ef1 c\u1ea3m k\u00edch lu\u00f4n v\u00f4 c\u00f9ng quan tr\u1ecdng nh\u1eb1m x\u1eed l\u00fd \u00eam \u0111\u1eb9p c\u00e1c t\u00ecnh hu\u1ed1ng kh\u00f3 kh\u0103n trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. B\u1ea1n h\u00e3y s\u1eed d\u1ee5ng c\u00e1c c\u00e2u giao ti\u1ebfp ki\u1ec3u nh\u01b0 \u201cT\u00f4i hi\u1ec3u qu\u00fd v\u1ecb c\u1ea3m nh\u1eadn nh\u01b0 th\u1ebf n\u00e0o\u201d, \u201cT\u00f4i hi\u1ec3u\u201d, \u201cT\u00f4i xin l\u1ed7i\u201d, \u201cT\u00f4i r\u1ea5t l\u1ea5y l\u00e0m ti\u1ebfc\u201d, \u201cT\u00f4i c\u00f3 th\u1ec3 hi\u1ec3u c\u00e1ch m\u00e0 qu\u00fd v\u1ecb c\u1ea3m nh\u1eadn\u201d \u0111\u1ec3 c\u00e1c kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u1ecd \u0111\u01b0\u1ee3c l\u1eafng nghe v\u00e0 ch\u00fang ta \u0111ang t\u00f4n tr\u1ecdng h\u1ecd. Th\u1eadt h\u1eefu \u00edch n\u1ebfu ch\u00fang ta ch\u1ee7 \u0111\u1ed9ng ti\u1ebfn l\u00ean b\u1eb1ng vi\u1ec7c gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng gi\u1ea3i to\u1ea3 s\u1ef1 c\u00e1u gi\u1eadn v\u00e0 \u0111\u1eb7t b\u1ea3n th\u00e2n ch\u00fang ta v\u00e0o c\u01b0\u01a1ng v\u1ecb c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p><strong>B\u01b0\u1edbc 3\u00a0<\/strong><strong>\u2013 L\u00e0m r\u00f5 v\u1ea5n \u0111\u1ec1<\/strong><\/p>\n<p>\u0110\u00f4i khi ch\u00fang ta m\u1eafc sai l\u1ea7m trong vi\u1ec7c gi\u1ea3i quy\u1ebft c\u00e1c kh\u00f3 kh\u0103n v\u01b0\u1edbng m\u1eafc ph\u00e1t sinh b\u1edfi v\u00ec ch\u00fang ta d\u1ef1a tr\u00ean nh\u1eefng g\u00ec b\u1ea3n th\u00e2n suy ngh\u0129 v\u00e0 nh\u1eadn x\u00e9t l\u1eddi n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng. B\u01b0\u1edbc th\u1ee9 ba n\u00e0y c\u1ee7a Quy tr\u00ecnh 5 b\u01b0\u1edbc s\u1ebd cho ph\u00e9p ch\u00fang ta l\u00e0m r\u00f5 c\u00e1c th\u00f4ng tin, qua \u0111\u00f3 hi\u1ec3u \u0111\u01b0\u1ee3c nh\u1eefng m\u1ed1i quan t\u00e2m th\u1ef1c s\u1ef1 c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n c\u00f3 th\u1ec3 l\u00e0m r\u00f5 v\u1ea5n \u0111\u1ec1 theo m\u1ed9t s\u1ed1 c\u00e1ch th\u1ee9c nh\u01b0:<\/p>\n<ul>\n<li>\u201cNh\u1eefng g\u00ec t\u00f4i nghe v\u00e0 hi\u1ec3u \u0111\u01b0\u1ee3c t\u1eeb ph\u00eda anh l\u00e0 \u2026 kh\u00f4ng bi\u1ebft c\u00f3 \u0111\u00fang v\u1eady kh\u00f4ng?\u201d<\/li>\n<li>\u201cAnh c\u00f3 th\u1ec3 n\u00f3i th\u00eam cho t\u00f4i v\u1ec1 vi\u1ec7c \u2026..?\u201d<\/li>\n<li>\u201cT\u00f4i c\u00f3 th\u1ec3 gi\u00fap anh nh\u01b0 th\u1ebf n\u00e0o\u2026.?\u201d<\/li>\n<li>\u201cAnh mong \u0111\u1ee3i m\u1ecdi chuy\u1ec7n s\u1ebd nh\u01b0 th\u1ebf n\u00e0o\u2026?\u201d.<\/li>\n<\/ul>\n<p>Vi\u1ec7c l\u00e0m r\u00f5 v\u1ea5n \u0111\u1ec1 s\u1ebd \u0111\u01b0a ch\u00fang ta t\u1edbi m\u1ed9t gi\u1ea3i ph\u00e1p th\u00edch h\u1ee3p theo m\u1ed9t c\u00e1ch th\u1ee9c hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n<p><strong>B\u01b0\u1edbc 4<\/strong><strong>\u00a0\u2013 \u0110\u01b0a ra m\u1ed9t c\u00e1ch th\u1ee9c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1<\/strong><\/p>\n<p>B\u01b0\u1edbc th\u1ee9 t\u01b0 l\u00e0 \u0111\u01b0a ra m\u1ed9t gi\u1ea3i ph\u00e1p. Vi\u1ec7c \u0111\u01b0a ra c\u0169ng nh\u01b0\u00a0<a href=\"http:\/\/www.kynang.edu.vn\/gioi-thieu\">gi\u1edbi thi\u1ec7u<\/a>\u00a0m\u1ed9t gi\u1ea3i ph\u00e1p kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t th\u00e1ch th\u1ee9c kh\u00f3 kh\u0103n n\u1ebfu b\u1ea1n th\u1ef1c hi\u1ec7n chu\u1ea9n x\u00e1c c\u1ea3 ba b\u01b0\u1edbc tr\u00ean. Khi ch\u00fang ta \u0111\u01b0a ra m\u1ed9t gi\u1ea3i ph\u00e1p, ch\u00fang ta mong mu\u1ed1n gi\u1ea3i th\u00edch m\u1ed9t c\u00e1ch c\u1ee5 th\u1ec3 ch\u00fang ta s\u1ebd l\u00e0m nh\u1eefng g\u00ec cho kh\u00e1ch h\u00e0ng. Ch\u00fang ta c\u0169ng c\u00f3 th\u1ec3 \u0111\u01b0a ra m\u1ed9t s\u1ed1 gi\u1ea3i ph\u00e1p kh\u00e1c nhau cho kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn. Ch\u00fa \u00fd r\u1eb1ng: Nh\u01b0 nh\u1eefng g\u00ec \u0111\u00e3 th\u1ea3o lu\u1eadn t\u1ea1i B\u01b0\u1edbc 1: Ho\u1ea1ch \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 b\u1ea1n c\u1ea7n hi\u1ec3u r\u00f5 nh\u1eefng gi\u1edbi h\u1ea1n c\u0169ng nh\u01b0 kh\u1ea3 n\u0103ng c\u1ee7a b\u1ea1n \u2013 b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec v\u00e0 kh\u00f4ng th\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec cho c\u00e1c kh\u00e1ch h\u00e0ng.<\/p>\n<p><strong>B\u01b0\u1edbc 5 \u2013 Ki\u1ec3m tra<\/strong><\/p>\n<p>Vi\u1ec7c ki\u1ec3m tra ch\u00ednh l\u00e0 c\u01a1 h\u1ed9i c\u1ee7a ch\u00fang ta nh\u1eb1m \u0111\u1ea3m b\u1ea3o r\u1eb1ng kh\u00e1ch h\u00e0ng \u0111\u00e3 ho\u00e0n to\u00e0n tho\u1ea3 m\u00e3n v\u00e0 c\u1ea3m th\u1ea5y vui v\u1ebb v\u1edbi gi\u1ea3i ph\u00e1p \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u01b0a ra.<\/p>\n<p>B\u1ea1n c\u00f3 th\u1ec3 ki\u1ec3m tra l\u1ea1i theo m\u1ed9t s\u1ed1 c\u00e1ch th\u1ee9c nh\u01b0:<\/p>\n<ul>\n<li>\u201cVi\u1ec7c \u0111\u00f3 nghe nh\u01b0 th\u1ebf n\u00e0o?\u201d<\/li>\n<li>\u201cAnh ngh\u0129 g\u00ec v\u1ec1 vi\u1ec7c n\u00e0y?\u201d<\/li>\n<li>\u201cAnh c\u00f3 \u0111\u1ed3ng \u00fd v\u1edbi t\u00f4i?\u201d<\/li>\n<li>\u201cVi\u1ec7c \u0111\u00f3 c\u00f3 \u00fd ngh\u0129a v\u1edbi anh kh\u00f4ng?\u201d<\/li>\n<li>\u201cVi\u1ec7c \u0111\u00f3 c\u00f3 \u0111\u00fang v\u1edbi nh\u1eefng g\u00ec anh y\u00eau c\u1ea7u kh\u00f4ng?\u201d<\/li>\n<li>\u201cVi\u1ec7c \u0111\u00f3 c\u00f3 khi\u1ebfn anh c\u1ea3m th\u1ea5y tho\u1ea3i m\u00e1i kh\u00f4ng?\u201d<\/li>\n<\/ul>\n<p>\u1ee8ng d\u1ee5ng Quy tr\u00ecnh 5 b\u01b0\u1edbc<\/p>\n<p>V\u00ed d\u1ee5 d\u01b0\u1edbi \u0111\u00e2y s\u1ebd minh h\u1ecda cho ph\u01b0\u01a1ng ph\u00e1p h\u01b0\u1edbng t\u1edbi kh\u00e1ch h\u00e0ng th\u00f4ng qua Quy tr\u00ecnh 5 b\u01b0\u1edbc.<\/p>\n<p><strong>B\u01b0\u1edbc 1\u00a0<\/strong>\u2013 Ho\u1ea1ch \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c: Chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a ch\u00fang ta l\u00e0 nh\u1eb1m gi\u1eef ch\u00e2n c\u00e1c kh\u00e1ch h\u00e0ng b\u1ea5t c\u1ee9 l\u00fac n\u00e0o c\u00f3 th\u1ec3. Ch\u00fang ta mu\u1ed1n \u0111\u01b0a ra cho kh\u00e1ch h\u00e0ng nh\u1eefng c\u1ea3m gi\u00e1c tho\u1ea3i m\u00e1i nh\u1ea5t trong khi v\u1eabn c\u00e2n b\u1eb1ng gi\u1eefa l\u1ee3i \u00edch kinh doanh v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u00f4ng ai mu\u1ed1n \u0111\u00e1nh m\u1ea5t c\u00e1c kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111ang c\u00f3 c\u1ea3.<\/p>\n<p>T\u00ecnh hu\u1ed1ng \u0111\u01b0\u1ee3c \u0111\u01b0a ra l\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng g\u1ecdi \u0111i\u1ec7n than phi\u1ec1n v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m m\u00e0 anh ta m\u1edbi mua c\u00e1ch \u0111\u00f3 kh\u00f4ng l\u00e2u:<\/p>\n<p><strong>\u2013 B\u01b0\u1edbc 2\u00a0<\/strong>\u2013 Th\u1ec3 hi\u1ec7n s\u1ef1 c\u1ea3m k\u00edch: \u201cT\u00f4i xin l\u1ed7i v\u1ec1 vi\u1ec7c s\u1ea3n ph\u1ea9m \u0111\u00e3 kh\u00f4ng c\u00f3 \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng nh\u01b0ng anh mong \u0111\u1ee3i. T\u00f4i hi\u1ec3u s\u1ef1 th\u1ea5t v\u1ecdng c\u1ee7a anh. T\u00f4i ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 gi\u00fap anh\u201d .<\/p>\n<p><strong>\u2013 B\u01b0\u1edbc 3<\/strong>\u00a0\u2013 L\u00e0m r\u00f5 v\u1ea5n \u0111\u1ec1: \u201c\u0110\u1ec3 ch\u00fang t\u00f4i c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m \u2013 v\u00e0 gi\u00fap t\u00f4i c\u00f3 th\u1ec3 ph\u1ee5c v\u1ee5 anh t\u1ed1t h\u01a1n, li\u00eau t\u00f4i c\u00f3 th\u1ec3 h\u1ecfi anh r\u1eb1ng b\u1ed9 ph\u1eadn c\u1ee5 th\u1ec3 n\u00e0o c\u00f3 ch\u1ea5t l\u01b0\u1ee3ng t\u1ed3i \u0111\u01b0\u1ee3c kh\u00f4ng?\u201d.<\/p>\n<p><strong>\u2013 B\u01b0\u1edbc 4\u00a0<\/strong>\u2013 \u0110\u01b0a ra m\u1ed9t gi\u1ea3i ph\u00e1p: \u201cCh\u00fang t\u00f4i s\u1ebd r\u1ea5t s\u1eb5n l\u00f2ng \u0111\u1ed5i cho anh m\u1ed9t s\u1ea3n ph\u1ea9m t\u01b0\u01a1ng t\u1ef1 kh\u00e1c v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1t h\u01a1n\u201d.<\/p>\n<p><strong>\u2013 B\u01b0\u1edbc 5<\/strong>\u00a0\u2013 Ki\u1ec3m tra l\u1ea1i: \u201cAnh c\u00f3 b\u1eb1ng l\u00f2ng v\u1edbi gi\u1ea3i ph\u00e1p \u0111\u00f3 kh\u00f4ng?\u201d<\/p>\n<p>Tu\u1ef3 thu\u1ed9c v\u00e0o c\u00e1c ph\u1ea3n \u1ee9ng t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng, ch\u00fang ta c\u00f3 th\u1ec3 ph\u1ea3i th\u1ef1c s\u1ef1 l\u1eb7p \u0111i l\u1eb7p l\u1ea1i nhi\u1ec1u l\u1ea7n c\u1ea3 5 b\u01b0\u1edbc tr\u00ean theo tu\u1ea7n t\u1ef1 t\u1eebng b\u01b0\u1edbc m\u1ed9t trong qu\u00e1 tr\u00ecnh giao ti\u1ebfp v\u1edbi m\u1ed9t kh\u00e1ch h\u00e0ng. B\u1eb1ng vi\u1ec7c gi\u1ea3m b\u1edbt s\u1ef1 xung \u0111\u1ed9t v\u00e0 c\u1edfi m\u1edf trong \u0111\u1ed1i tho\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng, quy tr\u00ecnh 5 b\u01b0\u1edbc s\u1ebd gi\u00fap b\u1ea1n tr\u00e1nh kh\u1ecfi r\u01a1i v\u00e0o nh\u1eefng cu\u1ed9c c\u00e3i v\u00e3 kh\u00f4ng hi\u1ec7u qu\u1ea3. N\u00f3 c\u0169ng s\u1ebd tr\u1ee3 gi\u00fap b\u1ea1n r\u1ea5t nhi\u1ec1u trong vi\u1ec7c t\u1ea1o ra cho kh\u00e1ch h\u00e0ng nh\u1eefng c\u1ea3m gi\u00e1c v\u00e0 tr\u1ea3i nghi\u1ec7m tho\u1ea3i m\u00e1i nh\u1ea5t khi giao d\u1ecbch mua b\u00e1n v\u1edbi c\u00f4ng ty b\u1ea1n.<\/p>\n<p style=\"text-align: right;\"><strong>(Ngu\u1ed3n internet)<\/strong><\/p>\n<p><span class=\"_5mfr _47e3\"><img loading=\"lazy\" decoding=\"async\" class=\"img\" src=\"https:\/\/static.xx.fbcdn.net\/images\/emoji.php\/v9\/f8\/1\/16\/1f3da.png\" alt=\"\" width=\"16\" height=\"16\" \/><span class=\"_7oe\">\ufe0f<\/span><\/span>\u00a0Kh\u00f3a h\u1ecdc\u00a0K\u1ef8 N\u0102NG D\u1ecaCH V\u1ee4 KH\u00c1CH H\u00c0NG c\u1ee7a Vi\u1ec7n MasterSkills \u0111\u1ea3m b\u1ea3o \u0111em \u0111\u1ebfn cho b\u1ea1n m\u1ed9t ch\u1ea5t l\u01b0\u1ee3ng \u0111\u00e0o t\u1ea1o hi\u1ec7u qu\u1ea3 nh\u1ea5t.<\/p>\n<p>Tham kh\u1ea3m chi ti\u1ebft h\u01a1n t\u1ea1i :<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.masterskills.org\/Customer-service-skills-training.htm\">https:\/\/www.masterskills.org\/Customer-service-skills-training.htm<\/a><\/span><\/p>\n<p>&#8212;&#8212;&#8212;&#8212;&#8212;&#8212; ** &#8212;&#8212;&#8212;&#8212;&#8212;&#8211;<br \/>\n<span class=\"_5mfr _47e3\"><span class=\"_7oe\">&#x1f449;<\/span><\/span>\u00a0H\u1ecdc vi\u1ec7n Masterskills Vietnam\u00a0<span class=\"_5mfr _47e3\"><span class=\"_7oe\">&#x1f448;<\/span><\/span><br \/>\n<span class=\"_5mfr _47e3\"><img loading=\"lazy\" decoding=\"async\" class=\"img\" src=\"https:\/\/static.xx.fbcdn.net\/images\/emoji.php\/v9\/f79\/1\/16\/1f3e3.png\" alt=\"\" width=\"16\" height=\"16\" \/><\/span>\u00a0V\u0103n ph\u00f2ng: L\u1ea7u 9, T\u00f2a nh\u00e0 Vietcomreal, 68 Nguy\u1ec5n Hu\u1ec7, Ph\u01b0\u1eddng B\u1ebfn Ngh\u00e9, Qu\u1eadn 1, Tp.HCM<br \/>\n<span class=\"_5mfr _47e3\"><img loading=\"lazy\" decoding=\"async\" class=\"img\" src=\"https:\/\/static.xx.fbcdn.net\/images\/emoji.php\/v9\/faa\/1\/16\/1f552.png\" alt=\"\" width=\"16\" height=\"16\" \/><\/span>\u00a0Th\u1eddi gian l\u00e0m vi\u1ec7c: T\u1eeb 8h30 ~ 17h00 (T\u1eeb Th\u1ee9 hai \u0111\u1ebfn Th\u1ee9 s\u00e1u)<br \/>\n<span class=\"_5mfr _47e3\"><img loading=\"lazy\" decoding=\"async\" class=\"img\" src=\"https:\/\/static.xx.fbcdn.net\/images\/emoji.php\/v9\/f79\/1\/16\/1f3e3.png\" alt=\"\" width=\"16\" height=\"16\" \/><\/span>\u00a0H\u1ecdc t\u1ea1i Tp.HCM: T\u1ea7ng 2, T\u00f2a nh\u00e0 TS Building, S\u1ed1 17, \u0110\u01b0\u1eddng s\u1ed1 2, C\u01b0 x\u00e1 \u0110\u00f4 Th\u00e0nh, P.4, Q.3, Tp.HCM<br \/>\n<span class=\"_5mfr _47e3\"><img loading=\"lazy\" decoding=\"async\" class=\"img\" src=\"https:\/\/static.xx.fbcdn.net\/images\/emoji.php\/v9\/f79\/1\/16\/1f3e3.png\" alt=\"\" width=\"16\" height=\"16\" \/><\/span>\u00a0H\u1ecdc t\u1ea1i H\u00e0 n\u1ed9i: T\u1ea7ng 7, Trung T\u00e2m TM V\u00e2n H\u1ed3, S\u1ed1 51, L\u00ea \u0110\u1ea1i H\u00e0nh, Q.Hai B\u00e0 Tr\u01b0ng, Tp.H\u00e0 N\u1ed9i<br \/>\n<span class=\"_5mfr _47e3\"><img loading=\"lazy\" decoding=\"async\" class=\"img\" src=\"https:\/\/static.xx.fbcdn.net\/images\/emoji.php\/v9\/f4d\/1\/16\/1f4de.png\" alt=\"\" width=\"16\" height=\"16\" \/><\/span>\u00a0Tel.(028) 22 194 047<br \/>\n<span class=\"_5mfr _47e3\"><img loading=\"lazy\" decoding=\"async\" class=\"img\" src=\"https:\/\/static.xx.fbcdn.net\/images\/emoji.php\/v9\/fbe\/1\/16\/1f4e7.png\" alt=\"\" width=\"16\" height=\"16\" \/><\/span>\u00a0Email:info@masterskills.org<\/p>\n<p><strong>Ngu\u1ed3n internet<\/strong><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Khi n\u00f3i \u0111\u1ebfn d\u1ecbch v\u1ee5\u00a0kh\u00e1ch h\u00e0ng, ng\u01b0\u1eddi ta hi\u1ec3u \u0111\u00f3 l\u00e0 vi\u1ec7c b\u1ea1n th\u01b0\u1eddng xuy\u00ean ph\u1ea3i ti\u1ebfp x\u00fac, ph\u1ee5c v\u1ee5 nhi\u1ec1u lo\u1ea1i kh\u00e1ch h\u00e0ng kh\u00e1c nhau, bao g\u1ed3m c\u1ea3 vi\u1ec7c ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh, kh\u00f3 n\u1ebft, hay c\u00e1u k\u1ec9nh v\u00e0 th\u1eadm ch\u00ed th\u00f4 l\u1ed7. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 Quy tr\u00ecnh 5 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[157],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/1929"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=1929"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/1929\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=1929"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=1929"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=1929"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}