{"id":3242,"date":"2023-11-29T23:35:35","date_gmt":"2023-11-29T23:35:35","guid":{"rendered":"http:\/\/masterskills.org\/blog\/?p=3242"},"modified":"2024-05-24T19:36:00","modified_gmt":"2024-05-24T12:36:00","slug":"cham-soc-khach-hang-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/cham-soc-khach-hang-la-gi.html","title":{"rendered":"Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?"},"content":{"rendered":"<p><strong>Thu\u1eadt ng\u1eef &#8220;ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng&#8221; th\u01b0\u1eddng \u0111\u01b0\u1ee3c hi\u1ec3u m\u1ed9t c\u00e1ch kh\u00f4ng \u0111\u1ea7y \u0111\u1ee7 l\u00e0 s\u1ef1 ch\u00e0o \u0111\u00f3n nhi\u1ec7t t\u00ecnh \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng.<\/strong><\/p>\n<p>Tuy nhi\u00ean ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng ch\u1ec9 l\u00e0 m\u1ed9t ph\u1ea7n trong chi\u1ebfn l\u01b0\u1ee3c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. Theo ngh\u0129a t\u1ed5ng qu\u00e1t nh\u1ea5t, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (hay d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng &#8211; Customer Care) l\u00e0 t\u1ea5t c\u1ea3 nh\u1eefng g\u00ec c\u1ea7n thi\u1ebft m\u00e0 doanh nghi\u1ec7p ph\u1ea3i l\u00e0m \u0111\u1ec3 th\u1ecfa m\u00e3n nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1ee9c l\u00e0 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng theo c\u00e1ch m\u00e0 h\u1ecd mong mu\u1ed1n \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 v\u00e0 l\u00e0m nh\u1eefng vi\u1ec7c c\u1ea7n thi\u1ebft \u0111\u1ec3 gi\u1eef c\u00e1c kh\u00e1ch h\u00e0ng m\u00ecnh \u0111ang c\u00f3.<\/p>\n<p>Nh\u01b0 v\u1eady ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t b\u1ed9 ph\u1eadn quan tr\u1ecdng c\u1ee7a l\u00fd thuy\u1ebft Marketing. Tr\u01b0\u1edbc h\u1ebft, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t b\u1ed9 ph\u1eadn c\u1ea5u th\u00e0nh c\u1ee7a s\u1ea3n ph\u1ea9m cung c\u1ea5p cho kh\u00e1ch h\u00e0ng. Trong 3 c\u1ea5p \u0111\u1ed9 c\u1ee7a s\u1ea3n ph\u1ea9m th\u00ec c\u1ea5p \u0111\u1ed9 3 n\u00e0y ch\u00ednh l\u00e0 v\u0169 kh\u00ed c\u1ea1nh tranh c\u1ee7a c\u00f4ng ty. C\u00e1c d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a c\u1ea5p \u0111\u1ed9 n\u00e0y s\u1ebd ng\u00e0y c\u00e0ng phong ph\u00fa c\u00f9ng v\u1edbi m\u1ee9c \u0111\u1ed9 c\u1ea1nh tranh tr\u00ean th\u1ecb tr\u01b0\u1eddng. C\u1ea1nh tranh hi\u1ec7n nay kh\u00f4ng ch\u1ec9 l\u00e0 c\u1ea1nh tranh v\u1ec1 s\u1ea3n ph\u1ea9m m\u00e0 c\u00f4ng ty l\u00e0m ra t\u1ea1i nh\u00e0 m\u00e1y c\u1ee7a m\u00ecnh m\u00e0 v\u1ec1 c\u1ea3 c\u00e1c d\u1ecbch v\u1ee5 g\u00f3p ph\u1ea7n l\u00e0m cho s\u1ea3n ph\u1ea9m ho\u00e0n ch\u1ec9nh. M\u1ed9t trong nh\u1eefng d\u1ecbch v\u1ee5 \u0111\u00f3 t\u1ee9c l\u00e0 l\u00e0m t\u1ed1t c\u00f4ng t\u00e1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n<p>Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 n\u1ebfu v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 t\u1ed3i m\u00e0 c\u00f3 c\u00f4ng t\u00e1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t th\u00ec v\u1eabn gi\u1eef \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng. C\u00f3 3 y\u1ebfu t\u1ed1 then ch\u1ed1t quy\u1ebft \u0111\u1ecbnh vi\u1ec7c l\u00e0m th\u1ecfa m\u00e3n kh\u00e1ch h\u00e0ng, \u0111\u00f3 l\u00e0:<\/p>\n<p>&#8211; C\u00e1c y\u1ebfu t\u1ed1 s\u1ea3n ph\u1ea9m<br \/>\n&#8211; C\u00e1c y\u1ebfu t\u1ed1 thu\u1eadn ti\u1ec7n<br \/>\n&#8211; Y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi<\/p>\n<p>Y\u1ebfu t\u1ed1 n\u00e0o l\u00e0 quan tr\u1ecdng nh\u1ea5t? Tr\u00ean m\u1ed9t ph\u01b0\u01a1ng di\u1ec7n n\u00e0o \u0111\u00f3, \u0111i\u1ec1u n\u00e0y ph\u1ee5 thu\u1ed9c v\u00e0o t\u1eebng t\u00ecnh hu\u1ed1ng. Tuy nhi\u00ean, m\u1ed9t \u0111i\u1ec1u khi\u1ec3n nhi\u00ean r\u1eb1ng n\u1ebfu s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c b\u00e1n r\u1ed9ng r\u00e3i tr\u00ean th\u1ecb tr\u01b0\u1eddng v\u1edbi c\u00f9ng m\u1ed9t m\u1ee9c gi\u00e1, c\u00f9ng m\u1ed9t ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi tr\u1edf n\u00ean r\u1ea5t quan tr\u1ecdng. Khi \u0111\u00f3 kh\u00e1ch h\u00e0ng s\u1ebd ch\u1ecdn s\u1ea3n ph\u1ea9m n\u00e0o m\u00e0 khi \u0111\u1ebfn mua kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c ch\u00e0o \u0111\u00f3n ni\u1ec1m n\u1edf, \u00e2n c\u1ea7n, chu \u0111\u00e1o\u2026 t\u1ee9c l\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd ch\u1ecdn s\u1ea3n ph\u1ea9m n\u00e0o c\u00f3 c\u00f4ng t\u00e1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n<p>C\u00f3 th\u1ec3 nh\u1eadn th\u1ea5y \u0111i\u1ec1u m\u00e0 m\u1ecdi kh\u00e1ch h\u00e0ng, d\u00f9 l\u00e0 kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n hay doanh nghi\u1ec7p, \u0111\u1ec1u mong mu\u1ed1n h\u01a1n c\u1ea3 t\u1eeb h\u00e0ng ho\u00e1, d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd mua l\u00e0 ch\u00fang ph\u1ea3i ho\u00e0n to\u00e0n \u0111\u00e1ng tin c\u1eady. T\u1ea5t c\u1ea3 nh\u1eefng n\u1ee5 c\u01b0\u1eddi th\u00e2n thi\u1ec7n v\u00e0 nh\u1eefng l\u1eddi ch\u00e0o m\u1eddi l\u1ecbch s\u1ef1 kh\u00f4ng th\u1ec3 b\u00f9 \u0111\u1eb5p cho nh\u1eefng s\u1ea3n ph\u1ea9m kh\u00f4ng \u0111\u00e1ng tin c\u1eady hay nh\u1eefng d\u1ecbch v\u1ee5 kh\u00f4ng \u0111\u1ea1t ti\u00eau chu\u1ea9n. C\u00f4ng t\u00e1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ch\u1ec9 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u00f4ng nh\u1eadn l\u00e0 t\u1ed1t n\u1ebfu n\u00f3 g\u1eafn li\u1ec1n v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m ch\u1ea5t l\u01b0\u1ee3ng hay m\u1ed9t d\u1ecbch v\u1ee5 t\u1ed1t.<\/p>\n<p>M\u1eb7t kh\u00e1c, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 nhi\u1ec7m v\u1ee5 c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng hay c\u00e1c nh\u00e2n vi\u00ean th\u01b0\u1eddng xuy\u00ean ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng. B\u1ea5t k\u1ef3 c\u00e1 nh\u00e2n n\u00e0o trong doanh nghi\u1ec7p c\u0169ng ph\u1ea3i th\u1ef1c hi\u1ec7n m\u1ed9t nhi\u1ec7m v\u1ee5 n\u00e0o \u0111\u00f3 cho m\u1ed9t s\u1ed1 ng\u01b0\u1eddi kh\u00e1c trong doanh nghi\u1ec7p m\u00ecnh, t\u1ee9c l\u00e0 ai c\u0169ng c\u00f3 kh\u00e1ch h\u00e0ng, v\u00e0 \u0111\u00f3 l\u00e0 c\u00e1c kh\u00e1ch h\u00e0ng b\u00ean trong c\u1ee7a doanh nghi\u1ec7p. Ch\u00fang ta c\u00f3 m\u1ed9t \u201cd\u00e2y truy\u1ec1n kh\u00e1ch h\u00e0ng\u201d sau:<\/p>\n<p>Gi\u1ea3 s\u1eed trong d\u00e2y truy\u1ec1n kh\u00e1ch h\u00e0ng tr\u00ean c\u00f3 m\u1ed9t kh\u00e2u n\u00e0o \u0111\u00f3 b\u1ecb gi\u00e1n \u0111o\u1ea1n, ch\u1eb3ng h\u1ea1n kh\u00e1ch h\u00e0ng b\u00ean trong B kh\u00f4ng \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 t\u1ed1t, anh ta s\u1ebd kh\u00f4ng \u0111\u1ee7 \u0111i\u1ec1u ki\u1ec7n v\u1eadt ch\u1ea5t v\u00e0 tinh th\u1ea7n \u0111\u1ec3 ph\u1ee5c v\u1ee5 t\u1ed1t kh\u00e1ch h\u00e0ng b\u00ean trong C. \u0110\u1ebfn l\u01b0\u1ee3t kh\u00e1ch h\u00e0ng b\u00ean trong C, do kh\u00f4ng \u0111\u01b0\u1ee3c h\u00e0i l\u00f2ng n\u00ean c\u0169ng s\u1ebd kh\u00f4ng \u0111\u1ee7 \u0111i\u1ec1u ki\u1ec7n v\u1eadt ch\u1ea5t v\u00e0 tinh th\u1ea7n \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng b\u00ean ngo\u00e0i. Khi \u0111\u00f3, doanh nghi\u1ec7p s\u1ebd m\u1ea5t kh\u00e1ch h\u00e0ng b\u00ean ngo\u00e0i do c\u00e1c nh\u00e2n t\u1ed1 b\u00ean trong. V\u00ec v\u1eady c\u00f4ng t\u00e1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u01b0\u1ee3c m\u1ecdi th\u00e0nh vi\u00ean trong doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n nghi\u00eam ch\u1ec9nh v\u00e0 \u0111\u1ed3ng b\u1ed9.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Thu\u1eadt ng\u1eef &#8220;ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng&#8221; th\u01b0\u1eddng \u0111\u01b0\u1ee3c hi\u1ec3u m\u1ed9t c\u00e1ch kh\u00f4ng \u0111\u1ea7y \u0111\u1ee7 l\u00e0 s\u1ef1 ch\u00e0o \u0111\u00f3n nhi\u1ec7t t\u00ecnh \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng. Tuy nhi\u00ean ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng ch\u1ec9 l\u00e0 m\u1ed9t ph\u1ea7n trong chi\u1ebfn l\u01b0\u1ee3c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. Theo ngh\u0129a t\u1ed5ng qu\u00e1t [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":true,"template":"","format":"standard","meta":{"footnotes":""},"categories":[157],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/3242"}],"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=3242"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/3242\/revisions"}],"predecessor-version":[{"id":71655,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/3242\/revisions\/71655"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=3242"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=3242"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=3242"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}