{"id":29029,"date":"2023-12-07T05:32:43","date_gmt":"2023-12-07T05:32:43","guid":{"rendered":"https:\/\/masterskills.org\/blog\/dich-vu-khach-hang-chat-luong-quality-customer-service-la-gi-thang-do-va-cac-phuong-phap.html"},"modified":"2023-12-23T06:07:57","modified_gmt":"2023-12-22T23:07:57","slug":"dich-vu-khach-hang-chat-luong-quality-customer-service-la-gi-thang-do-va-cac-phuong-phap","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/dich-vu-khach-hang-chat-luong-quality-customer-service-la-gi-thang-do-va-cac-phuong-phap.html","title":{"rendered":"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng (Quality customer service) l\u00e0 g\u00ec? Thang \u0111o v\u00e0 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p"},"content":{"rendered":"
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H\u00ecnh minh ho\u1ea1 (Ngu\u1ed3n: cubemc)<\/p>\n<\/div>\n<\/div>\n

Ch\u1ea5t\u00a0l\u01b0\u1ee3ng\u00a0d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m\u00a0<\/b><\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng<\/b>\u00a0trong ti\u1ebfng Anh \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0\u00a0Quality customer service.<\/b><\/p>\n

Khi m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c c\u00e1c y\u00eau c\u1ea7u b\u00ean ngo\u00e0i nh\u01b0: y\u00eau c\u1ea7u v\u1ec1 lu\u1eadt ph\u00e1p, y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, y\u00eau c\u1ea7u v\u1ec1 c\u00f4ng ngh\u1ec7, y\u00eau c\u1ea7u c\u1ea1nh tranh v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u0169ng nh\u01b0 c\u00e1c y\u00eau c\u1ea7u b\u00ean trong v\u1ec1 k\u0129 thu\u1eadt \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, n\u0103ng l\u1ef1c con ng\u01b0\u1eddi, n\u0103ng l\u1ef1c c\u00f4ng ngh\u1ec7, n\u0103ng l\u1ef1c c\u1ea1nh tranh c\u1ee7a doanh nghi\u1ec7p…<\/p>\n

Th\u00ec d\u1ecbch v\u1ee5 \u0111\u00f3 \u0111\u1ea1t ch\u1ea5t l\u01b0\u1ee3ng ph\u00f9 h\u1ee3p. N\u1ebfu m\u1ee9c \u0111\u1ed9 \u0111\u00e1p \u1ee9ng th\u1ea5p h\u01a1n th\u00ec l\u00e0 ch\u1ea5t l\u01b0\u1ee3ng th\u1ea5p, m\u1ee9c \u0111\u1ed9 \u0111\u00e1p \u1ee9ng cao h\u01a1n l\u00e0 ch\u1ea5t l\u01b0\u1ee3ng cao.<\/p>\n

Vai tr\u00f2 c\u1ee7a ch\u1ea5t\u00a0l\u01b0\u1ee3ng\u00a0d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng trong si\u00eau th\u1ecb<\/font><\/h3>\n

H\u1ec7 th\u1ed1ng si\u00eau th\u1ecb l\u00e0 m\u1ed9t lo\u1ea1i h\u00ecnh kinh doanh d\u1ecbch v\u1ee5, c\u00e1c nh\u00e2n vi\u00ean ph\u1ea3i th\u01b0\u1eddng xuy\u00ean ti\u1ebfp x\u00fac tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 ch\u1ecbu s\u1ef1 gi\u00e1m s\u00e1t th\u01b0\u1eddng xuy\u00ean, tr\u1ef1c ti\u1ebfp t\u1eeb kh\u00e1ch h\u00e0ng.\u00a0<\/p>\n

H\u01a1n n\u1eefa ng\u00e0y nay c\u00e1c h\u1ec7 th\u1ed1ng si\u00eau th\u1ecb \u0111\u01b0\u1ee3c th\u00e0nh l\u1eadp r\u1ea5t nhi\u1ec1u v\u00e0 c\u00f3 nhi\u1ec1u h\u00ecnh th\u1ee9c c\u1ea1nh tranh. \u0110\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng v\u00e0 duy tr\u00ec \u0111\u01b0\u1ee3c t\u00ecnh tr\u1ea1ng ho\u1ea1t \u0111\u1ed9ng t\u1ed1t th\u00ec ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan t\u00e2m h\u00e0ng \u0111\u1ea7u.\u00a0<\/p>\n

Ng\u01b0\u1eddi x\u01b0a c\u00f3 c\u00e2u “Kh\u00e1ch h\u00e0ng l\u00e0 th\u01b0\u1ee3ng \u0111\u1ebf” kh\u00f4ng ph\u1ea3i l\u00e0 ho\u00e0n to\u00e0n \u0111\u00fang nh\u01b0ng c\u0169ng kh\u00f4ng ph\u1ea3i l\u00e0 sai.\u00a0<\/p>\n

\u0110i\u1ec1u \u0111\u00f3 n\u00f3i l\u00ean t\u1ea7m quan tr\u1ecdng c\u0169ng nh\u01b0 vai tr\u00f2 c\u1ee7a ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng trong th\u1eddi bu\u1ed5i kinh t\u1ebf c\u1ea1nh tranh m\u1ea1nh m\u1ebd nh\u01b0 hi\u1ec7n nay, h\u01a1n l\u00fac n\u00e0o h\u1ebft c\u00e1c doanh nghi\u1ec7p n\u00f3i chung v\u00e0 h\u1ec7 th\u1ed1ng si\u00eau th\u1ecb n\u00f3i ri\u00eang c\u1ea7n n\u00e2ng cao v\u00e0 ng\u00e0y c\u00e0ng ho\u00e0n thi\u1ec7n, ph\u00e1t huy t\u1ed1t h\u1ec7 th\u1ed1ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/p>\n

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Thang \u0111o ch\u1ea5t\u00a0l\u01b0\u1ee3ng\u00a0d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/font><\/h3>\n

Theo t\u1ed5 ch\u1ee9c qu\u1ed1c t\u1ebf v\u1ec1 ti\u00eau chu\u1ea9n h\u00f3a ISO, trong d\u1ef1 th\u1ea3o DIS 9000: 2000 \u0111\u00e3 \u0111\u01b0a ra \u0111\u1ecbnh ngh\u0129a “ch\u1ea5t l\u01b0\u1ee3ng l\u00e0 kh\u1ea3 n\u0103ng t\u00e2p h\u1ee3p c\u00e1c \u0111\u1eb7c t\u00ednh c\u1ee7a m\u1ed9t s\u1ea3n ph\u1ea9m, h\u1ec7 th\u1ed1ng hay qu\u00e1 tr\u00ecnh \u0111\u1ec3 \u0111\u00e1p \u1ee9ng c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c b\u00ean c\u00f3 li\u00ean quan”.<\/p>\n

Parasuraman (1991) gi\u1ea3i th\u00edch r\u1eb1ng, \u0111\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c s\u1ef1 d\u1ef1 \u0111o\u00e1n c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t l\u00e0 nh\u1eadn d\u1ea1ng v\u00e0 th\u1ea5u hi\u1ec3u nh\u1eefng mong \u0111\u1ee3i c\u1ee7a h\u1ecd.\u00a0<\/p>\n

Vi\u1ec7c ph\u00e1t tri\u1ec3n m\u1ed9t h\u1ec7 th\u1ed1ng x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c nh\u1eefng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 c\u1ea7n thi\u1ebft. V\u00e0 ngay sau \u0111\u00f3 ta m\u1edbi c\u00f3 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u00f3 hi\u1ec7u qu\u1ea3.<\/p>\n

C\u00e1c ph\u01b0\u01a1ng ph\u00e1p \u0111\u00e1nh gi\u00e1 ch\u1ea5t\u00a0l\u01b0\u1ee3ng\u00a0d\u1ecbch v\u1ee5<\/font><\/h3>\n

– Ph\u01b0<\/span>\u01a1ng ph\u00e1p 7P<\/b><\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a d\u1ecbch v\u1ee5 c\u0169ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c coi l\u00e0 k\u1ebft qu\u1ea3 c\u1ee7a qu\u00e1 tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 v\u1ec1 7P g\u1ed3m c\u00f3:<\/p>\n

+ S\u1ea3n ph\u1ea9m, gi\u00e1, khuy\u1ebfn m\u00e3i (Product, Price, Promotion): <\/b>Nh\u1eefng \u0111\u1eb7c \u0111i\u1ec3m c\u01a1 b\u1ea3n c\u1ee7a d\u1ecbch v\u1ee5 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng.<\/p>\n

+ Qui tr\u00ecnh<\/span> ph\u1ee5c v\u1ee5 (Procedure): <\/b>C\u00e1ch th\u1ee9c ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng theo m\u1ed9t qui tr\u00ecnh<\/span> nh\u1ea5t \u0111\u1ecbnh nh\u01b0 qui tr\u00ecnh<\/span>: t\u01b0 v\u1ea5n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, b\u00e1n h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i, giao h\u00e0ng t\u1eadn n\u01a1i, gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 n\u1ea3y sinh khi kh\u00e1ch h\u00e0ng \u0111\u1ebfn mua\u00a0\u00a0s\u1eafm t\u1ea1i si\u00eau th\u1ecb\u2026<\/p>\n

+ Ng\u01b0<\/span>\u1eddi ph\u1ee5c v\u1ee5 (Provider): <\/b>Ph\u1ea9m ch\u1ea5t c\u1ee7a ng\u01b0\u1eddi tr\u1ef1c ti\u1ebfp ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng: nh\u00e2n vi\u00ean thu ng\u00e2n, nh\u00e2n vi\u00ean ti\u1ebfp th\u1ecb, b\u1ea3o v\u1ec7, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng\u2026<\/p>\n

+ C\u00e1ch gi\u1ea3i quy\u1ebft t\u00ecnh hu\u1ed1ng (Problems):<\/b> Kh\u1ea3 n\u0103ng x\u1eed l\u00ed, gi\u1ea3i quy\u1ebft nh\u1eefng s\u1ef1 c\u1ed1 b\u1ea5t ng\u1edd x\u1ea3y ra trong qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n d\u1ecbch v\u1ee5.<\/p>\n

+ C\u00e1c y\u1ebfu t\u1ed1 v\u1eadt l\u00ed (Physics): <\/b>C\u00e1c y\u1ebfu t\u1ed1 v\u1ec1 c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng, v\u1eadt ch\u1ea5t, trang thi\u1ebft b\u1ecb c\u00f3 li\u00ean quan khi cung c\u1ea5p d\u1ecbch v\u1ee5 cho kh\u00e1ch h\u00e0ng.<\/p>\n

– Ph\u01b0<\/span>\u01a1ng ph\u00e1p ServQual<\/b><\/p>\n

Ph\u01b0\u01a1ng ph\u00e1p ServQual \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 d\u1ef1a tr\u00ean s\u1ef1 c\u1ea3m nh\u1eadn b\u1edfi ch\u00ednh c\u00e1c kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 \u0111\u00f3. Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng trong c\u00e1c lo\u1ea1i h\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1c nhau.<\/p>\n

C\u00e1c y\u1ebfu t\u1ed1 trong ph\u01b0\u01a1ng ph\u00e1p ServQual c\u1ee7a Parasuraman<\/b><\/p>\n

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C\u00e1c y\u1ebfu t\u1ed1<\/b><\/p>\n<\/p>\n<\/td>\n

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M\u00f4 t\u1ea3<\/b><\/p>\n<\/p>\n<\/td>\n<\/tr>\n

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S\u1ef1 tin c\u1eady (Reliability)<\/p>\n<\/p>\n<\/td>\n

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Kh\u1ea3 n\u0103ng th\u1ef1c hi\u1ec7n d\u1ecbch v\u1ee5 \u0111\u00e3 h\u1ee9a h\u1eb9n m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u00e0 \u0111\u00e1ng tin t\u01b0\u1edfng<\/p>\n<\/p>\n<\/td>\n<\/tr>\n

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S\u1ef1 ph\u1ea3n h\u1ed3i (Responsiveness)<\/p>\n<\/p>\n<\/td>\n

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S\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng v\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 nhanh ch\u00f3ng nh\u1ea5t<\/p>\n<\/p>\n<\/td>\n<\/tr>\n

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S\u1ef1 \u0111\u1ea3m b\u1ea3o (Assurance)<\/p>\n<\/p>\n<\/td>\n

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S\u1ef1 hi\u1ec3u bi\u1ebft v\u00e0 t\u00ednh nh\u00e3 nh\u1eb7n c\u1ee7a nh\u00e2n vi\u00ean, kh\u1ea3 n\u0103ng t\u1ea1o ni\u1ec1m tin \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng<\/p>\n<\/p>\n<\/td>\n<\/tr>\n

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Ph\u01b0\u01a1ng ti\u1ec7n h\u1eefu h\u00ecnh (Tangibles)<\/p>\n<\/p>\n<\/td>\n

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Nh\u00e2n vi\u00ean, c\u01a1 s\u1edf v\u1eadt ch\u1ea5t, trang thi\u1ebft b\u1ecb, c\u00e1c t\u00e0i li\u1ec7u li\u00ean quan<\/p>\n<\/p>\n<\/td>\n<\/tr>\n

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S\u1ef1 c\u1ea3m th\u00f4ng (Empathy)<\/p>\n<\/p>\n<\/td>\n

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Th\u00e1i \u0111\u1ed9 ph\u1ee5c v\u1ee5 nh\u00e2n vi\u00ean chu \u0111\u00e1o, nhi\u1ec7t t\u00ecnh, t\u1ea1o c\u1ea3m gi\u00e1c y\u00ean t\u00e2m<\/p>\n<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: L\u00ed thuy\u1ebft v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, \u0110H Duy T\u00e2n)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Khi m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c c\u00e1c y\u00eau c\u1ea7u b\u00ean ngo\u00e0i c\u0169ng nh\u01b0 c\u00e1c y\u00eau c\u1ea7u b\u00ean trong th\u00ec d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00f3 \u0111\u1ea1t ch\u1ea5t l\u01b0\u1ee3ng (ti\u1ebfng Anh: Quality customer service).\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\/29029"}],"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=29029"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/29029\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=29029"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=29029"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=29029"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}