{"id":28586,"date":"2023-12-07T05:15:02","date_gmt":"2023-12-07T05:15:02","guid":{"rendered":"https:\/\/masterskills.org\/blog\/tieng-noi-cua-khach-hang-voice-of-customer-voc-la-gi.html"},"modified":"2023-12-22T21:38:27","modified_gmt":"2023-12-22T14:38:27","slug":"tieng-noi-cua-khach-hang-voice-of-customer-voc-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/tieng-noi-cua-khach-hang-voice-of-customer-voc-la-gi.html","title":{"rendered":"Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (Voice of Customer – VOC) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda. Ngu\u1ed3n: CloudCherry<\/p>\n<\/div>\n<\/div>\n

Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (Voice of Customer – VOC)<\/font><\/h2>\n

\u0110\u1ecbnh ngh\u0129a<\/b><\/p>\n

Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng <\/b>trong ti\u1ebfng Anh l\u00e0 Voice of Customer<\/b>, vi\u1ebft t\u1eaft l\u00e0 VOC<\/b>. VOC<\/i> c\u0169ng c\u00f3 th\u1ec3 hi\u1ec3u l\u00e0 \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (VOC)<\/i> l\u00e0 m\u1ed9t thu\u1eadt ng\u1eef m\u00f4 t\u1ea3 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u00e0 mong \u0111\u1ee3i \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a nh\u00e0 cung c\u1ea5p.\u00a0VOC t\u1eadp trung v\u00e0o nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, k\u00ec v\u1ecdng, s\u1ef1 hi\u1ec3u bi\u1ebft v\u00e0 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m.<\/p>\n

B\u1ea3n ch\u1ea5t<\/font><\/h3>\n

C\u00e1c ph\u01b0\u01a1ng ph\u00e1p nghi\u00ean c\u1ee9u Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (VOC)<\/p>\n

– Th\u00f4ng qua khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Complaint)<\/p>\n

\u0110\u00e2y l\u00e0 c\u00e1ch l\u00e0m ph\u1ed5 bi\u1ebfn nh\u1ea5t \u1edf h\u1ea7u h\u1ebft c\u00e1c t\u1ed5 ch\u1ee9c. N\u00f3 c\u00f3 m\u1ed9t nh\u01b0\u1ee3c \u0111i\u1ec3m l\u00e0 t\u00ednh ch\u1ee7 \u0111\u1ed9ng kh\u00f4ng cao nh\u01b0ng b\u00f9 l\u1ea1i n\u00f3 t\u1eadp trung ngay v\u00e0o nh\u1eefng v\u1ea5n \u0111\u1ec1 ng\u01b0\u1eddi ti\u00eau d\u00f9ng quan t\u00e2m. Tuy nhi\u00ean c\u1ea7n ph\u1ea3i th\u1eadn tr\u1ecdng v\u1edbi nh\u1eefng khi\u1ebfu n\u1ea1i thi\u00ean v\u1ec1 quan \u0111i\u1ec3m c\u00e1 nh\u00e2n.<\/p>\n

– Ti\u1ebfp x\u00fac tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng (Direct contact methods): trao \u0111\u1ed5i tr\u1ef1c ti\u1ebfp, th\u1ea3o lu\u1eadn nh\u00f3m t\u1eadp trung, ph\u1ecfng v\u1ea5n v\u00e0o th\u1eddi \u0111i\u1ec3m cung c\u1ea5p\u00a0<\/p>\n

– Ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn gi\u00e1n ti\u1ebfp (Less direct methods): kh\u1ea3o s\u00e1t l\u1ea5y \u00fd ki\u1ebfn, phi\u1ebfu ghi \u00fd ki\u1ebfn ph\u1ea3n h\u1ed3i, nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng v\u00e0 ph\u00e2n t\u00edch \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh…<\/p>\n

– \u0110\u00f3ng vai kh\u00e1ch h\u00e0ng (Become a customer of your organization): g\u1ecdi \u0111\u1ebfn trung t\u00e2m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, mua h\u00e0ng qua m\u1ea1ng, mua h\u00e0ng t\u1ea1i chi nh\u00e1nh…<\/p>\n

\u00dd ngh\u0129a c\u1ee7a VOC<\/font><\/h3>\n

– Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (VOC) \u0111\u01b0\u1ee3c ch\u1ee9ng minh l\u00e0 gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, x\u00e2y d\u1ef1ng s\u1ea3n ph\u1ea9m t\u1ed1t h\u01a1n, cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n v\u00e0 th\u1ea5u hi\u1ec3u m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 th\u00fac \u0111\u1ea9y s\u1ef1 thay \u0111\u1ed5i.<\/p>\n

– M\u1ed9t khi c\u00e1c t\u1ed5 ch\u1ee9c hi\u1ec3u \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m \u0111\u1ec3 ph\u00f9 h\u1ee3p h\u01a1n v\u1edbi y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb \u0111\u00f3 th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y.<\/p>\n

– Mang ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0o t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 \u0111em l\u1ea1i nh\u1eefng l\u1ee3i \u00edch sau:<\/p>\n

+ T\u0103ng doanh thu:\u00a0Th\u00f4ng qua vi\u1ec7c gi\u1ea3m chi ph\u00ed, c\u1ea3i thi\u1ec7n c\u01a1 h\u1ed9i\u00a0b\u00e1n ch\u00e9o\u00a0v\u00e0 kh\u1ea3 n\u0103ng thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi.<\/p>\n

+ Gi\u1ea3m chi ph\u00ed:\u00a0B\u1eb1ng c\u00e1ch c\u1ea3i thi\u1ec7n c\u00e1c qui<\/span> tr\u00ecnh, \u0111\u1ea3m b\u1ea3o tu\u00e2n th\u1ee7 v\u00e0 t\u1ea1o s\u1ef1 th\u1ed1ng nh\u1ea5t trong\u00a0qui<\/span> tr\u00ecnh l\u1edbn h\u01a1n.<\/p>\n

+ Th\u00fac \u0111\u1ea9y thay \u0111\u1ed5i v\u0103n h\u00f3a:\u00a0B\u1eb1ng c\u00e1ch th\u00fac \u0111\u1ea9y s\u1ef1 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng v\u00e0 thay \u0111\u1ed5i ch\u1ee9c n\u0103ng ch\u00e9o.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: 6 Sigma – N\u1ed9i dung c\u01a1 b\u1ea3n v\u00e0 h\u01b0\u1edbng d\u1eabn \u00e1p d\u1ee5ng, NXB H\u1ed3ng \u0110\u1ee9c;\u00a0 Voice of the Customer (VOC) – Vietquality;\u00a0What is Voice of the Customer? – Confirmit)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (ti\u1ebfng Anh: Voice of Customer – VOC) l\u00e0 m\u1ed9t thu\u1eadt ng\u1eef m\u00f4 t\u1ea3 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u00e0 mong \u0111\u1ee3i \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a nh\u00e0 cung c\u1ea5p.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[416],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/28586"}],"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=28586"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/28586\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=28586"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=28586"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=28586"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}