{"id":37868,"date":"2023-12-08T23:47:08","date_gmt":"2023-12-08T23:47:08","guid":{"rendered":"https:\/\/masterskills.org\/blog\/ban-co-dang-lang-nghe-tieng-noi-cua-khach-hang.html"},"modified":"2023-12-24T21:48:33","modified_gmt":"2023-12-24T14:48:33","slug":"ban-co-dang-lang-nghe-tieng-noi-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ban-co-dang-lang-nghe-tieng-noi-cua-khach-hang.html","title":{"rendered":"B\u1ea1n c\u00f3 \u0111ang l\u1eafng nghe ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng?"},"content":{"rendered":"
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D\u1ef1 \u00e1n n\u00e0y, c\u0169ng nh\u01b0 t\u1ea5t c\u1ea3 c\u00e1c d\u1ef1 \u00e1n kh\u00e1c, c\u0169ng c\u00f3 nh\u1eefng l\u00fac th\u0103ng tr\u1ea7m. Nh\u01b0ng nh\u00f3m d\u1ef1 \u00e1n c\u1ea7n ho\u00e0n t\u1ea5t, chuy\u1ec3n giao th\u00e0nh ph\u1ea9m v\u00e0 \u0111\u1ea3m b\u1ea3o v\u1ec1 ti\u00eau chu\u1ea9n ch\u1ea5t l\u01b0\u1ee3ng nh\u01b0 \u0111\u00e3 th\u1ecfa thu\u1eadn trong su\u1ed1t qu\u00e1 tr\u00ecnh ki\u1ebfn t\u1ea1o n\u00ean ph\u1ea1m vi d\u1ef1 \u00e1n. V\u00e0 nh\u00f3m d\u1ef1 \u00e1n \u0111\u00e3 kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c ti\u00eau chu\u1ea9n ch\u1ea5t l\u01b0\u1ee3ng tr\u00ean quan \u0111i\u1ec3m c\u00e1 nh\u00e2n c\u1ee7a nh\u00e0 t\u00e0i tr\u1ee3 ch\u00ednh. M\u1eb7c d\u00f9 nh\u00e0 t\u00e0i tr\u1ee3 kh\u00f4ng bao gi\u1edd th\u1ec3 hi\u1ec7n \u0111i\u1ec1u \u0111\u00f3 nh\u01b0ng \u00f4ng \u1ea5y lu\u00f4n mong \u0111\u1ee3i nh\u00f3m d\u1ef1 \u00e1n c\u00f3 th\u1ec3 v\u01b0\u1ee3t qua \u0111\u01b0\u1ee3c ti\u00eau chu\u1ea9n ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1i thi\u1ec3u.<\/div>\n
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V\u00ec v\u1eady, k\u1ebft qu\u1ea3 l\u00e0m nh\u00e0 t\u00e0i tr\u1ee3 th\u1ea5t v\u1ecdng. V\u1ea5n \u0111\u1ec1 \u1edf \u0111\u00e2y ch\u00ednh l\u00e0 kh\u00f4ng m\u1ed9t ai trong nh\u00f3m d\u1ef1 \u00e1n hi\u1ec3u mong \u0111\u1ee3i c\u1ee7a \u00f4ng \u1ea5y b\u1edfi v\u00ec kh\u00f4ng m\u1ed9t ai h\u1ecfi \u00f4ng v\u1ec1 \u0111i\u1ec1u n\u00e0y m\u1ed9t c\u00e1ch c\u1ee5 th\u1ec3 v\u00e0 c\u0169ng kh\u00f4ng m\u1ed9t ai x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 g\u1eafn k\u1ebft v\u1edbi \u00f4ng \u1ea5y. Vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed9t m\u1ed1i quan h\u1ec7 g\u1eafn k\u1ebft s\u1ebd kh\u00f4ng ch\u1ec9 gi\u00fap b\u1ea1n n\u00e2ng cao kh\u1ea3 n\u0103ng mang l\u1ea1i m\u1ed9t s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 \u201c\u0111\u00fang\u201d ch\u1ea5t l\u01b0\u1ee3ng m\u00e0 th\u1eadm ch\u00ed c\u00f2n v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i. M\u1ed9t ph\u1ea7n c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n ch\u1eb7t c\u00f2n c\u00f3 \u00fd ngh\u0129a cung c\u1ea5p gi\u00e1 tr\u1ecb, nh\u01b0ng l\u00e0m sao b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec l\u00e0 c\u00f3 gi\u00e1 tr\u1ecb v\u1edbi c\u00e1c b\u00ean li\u00ean quan\/nh\u00e0 t\u00e0i tr\u1ee3<\/em>?<\/span><\/div>\n
\u00a0<\/div>\n
M\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m l\u00e0 th\u1ef1c hi\u1ec7n m\u1ed9t \u00fd t\u01b0\u1edfng trong kinh doanh mang t\u00ean <\/em><\/strong> [The voice of the customer (VoC)] ho\u1eb7c n\u1ebfu b\u1ea1n ch\u1ec9nh s\u1eeda thu\u1eadt ng\u1eef m\u1ed9t ch\u00fat th\u00ec l\u00e0, ti\u1ebfng n\u00f3i c\u1ee7a c\u00e1c b\u00ean li\u00ean quan [The voice of the stakeholder (VoS)].<\/div>\n
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VoC y\u00eau c\u1ea7u b\u1ea1n ph\u1ea3i h\u1ecfi v\u00e0 l\u1eafng nghe th\u1eadt s\u00e2u s\u1eafc, ch\u1eb7t ch\u1ebd. \u0110\u00f3 l\u00e0 c\u00e1ch ti\u1ebfp c\u1eadn theo ki\u1ec3u h\u01b0\u1edbng \u0111\u1ebfn suy ngh\u0129 b\u1edfi v\u00ec b\u1ea1n \u0111ang y\u00eau c\u1ea7u s\u1ef1 ph\u1ea3n h\u1ed3i v\u00e0 kh\u00f4ng ng\u1eebng l\u00e0m vi\u1ec7c \u0111\u1ec3 m\u1edf r\u1ed9ng, c\u1ea3i ti\u1ebfn nh\u1eefng \u0111i\u1ec1u b\u1ea1n \u0111ang th\u1ef1c hi\u1ec7n. Ph\u1ea3n h\u1ed3i n\u00e0y kh\u00f4ng gi\u1ed1ng v\u1edbi nh\u1eefng c\u1eadp nh\u1eadt v\u00e0 \u0111i\u1ec3m ki\u1ec3m tra th\u00f4ng th\u01b0\u1eddng c\u1ee7a d\u1ef1 \u00e1n. M\u00e0 \u0111\u00f3 l\u00e0 s\u1ef1 b\u1ed5 sung, gi\u00fap b\u1ea1n hi\u1ec3u c\u00e1c b\u00ean li\u00ean quan s\u00e2u h\u01a1n v\u00e0 \u1edf m\u1ed9t m\u1ee9c \u0111\u1ed9 \u0111\u1ea7y \u0111\u1ee7 h\u01a1n so v\u1edbi nh\u1eefng g\u00ec \u0111\u01b0\u1ee3c ghi l\u1ea1i trong b\u1ea5t k\u1ef3 t\u00e0i li\u1ec7u b\u1eb1ng v\u0103n b\u1ea3n n\u00e0o.<\/div>\n
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\u0110i\u1ec3m t\u1ed1t nh\u1ea5t c\u1ee7a \u00fd t\u01b0\u1edfng n\u00e0y l\u00e0, v\u1edbi t\u01b0 c\u00e1ch m\u1ed9t nh\u00e0 qu\u1ea3n l\u00fd d\u1ef1 \u00e1n, b\u1ea1n c\u00f3 \u0111\u1ee7 ki\u1ebfn th\u1ee9c v\u00e0 k\u1ef9 n\u0103ng c\u1ea7n thi\u1ebft (nh\u01b0 l\u00e0 c\u00e1ch \u0111\u1eb7t c\u00e2u h\u1ecfi v\u00e0 ph\u1ecfng v\u1ea5n, ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1) \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1ch ti\u1ebfp c\u1eadn VoC. H\u1ea1n ch\u1ebf c\u1ee7a ph\u01b0\u01a1ng ph\u00e1p n\u00e0y l\u00e0 t\u1ed1n nhi\u1ec1u th\u1eddi gian v\u00e0 s\u1ef1 ki\u00ean tr\u00ec, nh\u1eabn n\u1ea1i.<\/div>\n
\u00a0<\/div>\n
Sau \u0111\u00e2y l\u00e0 04 \u00fd t\u01b0\u1edfng d\u1ec5 th\u1ef1c hi\u1ec7n gi\u00fap b\u1ea1n x\u00e1c \u0111\u1ecbnh v\u00e0 cung c\u1ea5p gi\u00e1 tr\u1ecb \u0111\u1ec3 m\u1ed9t nh\u00e0 qu\u1ea3n l\u00fd d\u1ef1 \u00e1n nh\u01b0 b\u1ea1n c\u00f3 th\u1ec3 v\u01b0\u1ee3t xa mong \u0111\u1ee3i c\u1ee7a nh\u00e0 t\u00e0i tr\u1ee3 v\u00e0 bay cao h\u01a1n n\u1eefa:<\/div>\n
\u00a0<\/div>\n

<\/strong><\/h2>\n
H\u00e3y t\u00ecm hi\u1ec3u l\u00fd do v\u00ec sao b\u1ea1n \u0111\u01b0\u1ee3c ch\u1ec9 \u0111\u1ecbnh ho\u1eb7c \u0111\u01b0\u1ee3c thu\u00ea \u0111\u1ec3 qu\u1ea3n l\u00fd m\u1ed9t d\u1ef1 \u00e1n c\u1ee5 th\u1ec3, x\u00e2y d\u1ef1ng v\u0103n ph\u00f2ng qu\u1ea3n l\u00fd d\u1ef1 \u00e1n ho\u1eb7c th\u1ef1c hi\u1ec7n m\u1ed9t nhi\u1ec7m v\u1ee5 kh\u00e1c. \u0110i\u1ec1u g\u00ec khi\u1ebfn b\u1ea1n tr\u1edf n\u00ean kh\u00e1c bi\u1ec7t so v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c? M\u1ed7i ng\u01b0\u1eddi \u0111\u1ec1u c\u00f3 nh\u1eefng th\u1ebf m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu kh\u00e1c nhau. H\u00e3y t\u1eadn d\u1ee5ng \u0111i\u1ec3m m\u1ea1nh c\u1ee7a b\u1ea1n v\u00e0 tr\u1edf n\u00ean th\u00e0nh th\u1ea1o, chuy\u00ean nghi\u1ec7p trong nh\u1eefng gi\u00e1 tr\u1ecb m\u00e0 b\u1ea1n mang l\u1ea1i \u0111\u1ec3 tr\u1edf n\u00ean n\u1ed5i ti\u1ebfng v\u1edbi n\u00f3. N\u1ebfu b\u1ea1n kh\u00f4ng ch\u1eafc v\u1ec1 nh\u1eefng \u0111i\u1ec3m m\u1ea1nh c\u1ee7a m\u00ecnh? H\u00e3y h\u1ecfi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c v\u1ec1 \u00fd ki\u1ebfn c\u1ee7a h\u1ecd. N\u1ebfu m\u1ed9t b\u00ean li\u00ean quan ch\u00ednh y\u1ebfu \u0111\u1ebfn d\u1ef1 \u00e1n li\u00ean t\u1ee5c y\u00eau c\u1ea7u b\u1ea1n l\u00e0m qu\u1ea3n l\u00fd d\u1ef1 \u00e1n c\u1ee7a h\u1ecd v\u00e0 b\u1ea1n kh\u00f4ng bi\u1ebft l\u00fd do, h\u00e3y h\u1ecfi h\u1ecd t\u1ea1i sao l\u1ea1i kh\u00f4ng ng\u1eebng y\u00eau c\u1ea7u b\u1ea1n \u0111\u1ea3m nh\u1eadn vi\u1ec7c \u0111\u00f3. L\u1eafng nghe ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (VoC) c\u0169ng nh\u01b0 nh\u1eefng g\u00ec h\u1ecd c\u1ea3m nh\u1eadn l\u00e0 quan tr\u1ecdng v\u1edbi h\u1ecd. Ph\u00e2n t\u00edch nh\u1eefng g\u00ec b\u1ea1n nghe \u0111\u01b0\u1ee3c, kh\u00e1m ph\u00e1 ra \u0111i\u1ec3m m\u1ea1nh c\u1ee7a b\u1ea3n th\u00e2n v\u00e0 t\u1eadn d\u1ee5ng nh\u1eefng \u0111i\u1ec3m m\u1ea1nh \u0111\u00f3 v\u00ec l\u1ee3i \u00edch c\u1ee7a d\u1ef1 \u00e1n. Gi\u00fap c\u00e1c b\u00ean li\u00ean quan th\u00e0nh c\u00f4ng v\u00e0 ti\u1ebfn \u0111\u1ebfn \u0111\u01b0\u1ee3c c\u1ea5p \u0111\u1ed9 cao h\u01a1n.<\/div>\n
\u00a0<\/div>\n

<\/strong><\/h2>\n
C\u00f3 th\u1ec3 \u0111i\u1ec3m \u0111au c\u1ee7a b\u00ean li\u00ean quan ch\u00ednh y\u1ebfu ch\u1ec9 l\u00e0 n\u1ed7i \u0111au mang t\u00ednh c\u00e1 nh\u00e2n v\u00e0 kh\u00f4ng ai ghi ch\u00e9p l\u1ea1i c\u1ee5 th\u1ec3 trong th\u1ecfa thu\u1eadn v\u1ec1 ph\u1ea1m vi d\u1ef1 \u00e1n. Tuy nhi\u00ean, vi\u1ec7c ph\u00e1t hi\u1ec7n v\u00e0 gi\u1ea3i quy\u1ebft n\u1ed7i \u0111au \u1ea5y l\u00e0 r\u1ea5t c\u1ea7n thi\u1ebft cho s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a d\u1ef1 \u00e1n n\u00f3i chung. \u0110\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m \u0111au \u0111\u00f3, h\u00e3y h\u1ecfi c\u00e1c b\u00ean li\u00ean quan. L\u1eafng nghe s\u00e2u s\u1eafc nh\u01b0ng ch\u1ec9 quan t\u00e2m s\u00e2u h\u01a1n t\u1eebng ch\u00fat v\u00e0 quan s\u00e1t th\u1ebf gi\u1edbi xung quanh c\u1ee7a b\u00ean li\u00ean quan. H\u00e3y nh\u00ecn v\u1ea5n \u0111\u1ec1 v\u00e0 m\u1ecdi th\u1ee9 xung quanh d\u01b0\u1edbi g\u00f3c nh\u00ecn v\u00e0 quan \u0111i\u1ec3m c\u1ee7a h\u1ecd. C\u00f3 th\u1ec3 kh\u1ea3o s\u00e1t v\u00e0 t\u00ecm ki\u1ebfm m\u1eabu, ph\u00e2n t\u00edch nh\u1eefng g\u00ec b\u1ea1n th\u1ea5y \u0111\u01b0\u1ee3c. Sau \u0111\u00f3, x\u00e1c \u0111\u1ecbnh d\u1ef1 \u00e1n ch\u00ednh l\u00e0 gi\u1ea3i quy\u1ebft nh\u1eefng nhu c\u1ea7u c\u0169ng nh\u01b0 c\u00e1c \u0111i\u1ec3m \u0111au \u0111\u1ea5y. T\u1ea1m th\u1eddi h\u00e3y x\u00e1c \u0111\u1ecbnh \u0111i\u1ec1u g\u00ec l\u00e0 c\u1ea7n thi\u1ebft \u0111\u1ec3 gi\u1ea3i quy\u1ebft nhu c\u1ea7u, v\u00e0 khi d\u1ef1 \u00e1n ho\u00e0n th\u00e0nh, b\u1ea1n v\u00e0 nh\u00f3m d\u1ef1 \u00e1n \u0111\u00e3 v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i.<\/div>\n
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\u00a0<\/p>\n<\/div>\n

<\/strong><\/h2>\n
\u0110i s\u00e2u th\u00eam m\u1ed9t ch\u00fat \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh nh\u1eefng h\u1ed7 tr\u1ee3 b\u1ed5 sung m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 cung c\u1ea5p cho c\u00e1c b\u00ean li\u00ean quan. M\u1ed9t c\u00e1ch \u0111\u1ec3 l\u00e0m vi\u1ec7c n\u00e0y l\u00e0 t\u00ecm hi\u1ec3u \u201cdoanh nghi\u1ec7p\u201d c\u1ee7a h\u1ecd b\u1eb1ng c\u00e1ch l\u00e0m theo m\u1ed9t k\u1ef9 thu\u1eadt \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 b\u00e1o c\u00e1o chuy\u00ean s\u00e2u. K\u1ef9 thu\u1eadt n\u00e0y m\u1edf r\u1ed9ng m\u1eabu kh\u1ea3o s\u00e1t v\u00e0 s\u1ed1 quan s\u00e1t b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn b\u00e1o ch\u00ed. B\u1ea1n n\u00ean \u0111\u00e0o s\u00e2u t\u00ecm hi\u1ec3u m\u00f4i tr\u01b0\u1eddng xung quanh c\u1ee7a c\u00e1c b\u00ean li\u00ean quan, x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u00e0 th\u1ea5u hi\u1ec3u t\u1ed1t h\u01a1n nh\u1eefng ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ecd. Khi b\u1ea1n t\u00ecm hi\u1ec3u v\u1ec1 doanh nghi\u1ec7p, b\u1ea1n c\u00f3 th\u1ec3 ng\u1ea1c nhi\u00ean v\u00ec nh\u1eefng g\u00ec b\u1ea1n kh\u00e1m ph\u00e1 ra \u0111\u01b0\u1ee3c. \u0110\u1eebng do d\u1ef1 m\u00e0 h\u00e3y th\u1ea3o lu\u1eadn v\u1ec1 nh\u1eefng quan s\u00e1t c\u1ee7a b\u1ea1n v\u1edbi b\u00ean li\u00ean quan, nh\u1ea5n m\u1ea1nh gi\u00e1 tr\u1ecb doanh nghi\u1ec7p c\u1ee7a b\u1ea1n v\u00e0 c\u1ee7ng c\u1ed1 m\u1ed1i quan h\u1ec7 c\u1ee7a \u0111\u00f4i b\u00ean. (\u0110\u1ec3 bi\u1ebft th\u00eam chi ti\u1ebft v\u1ec1 k\u1ef9 thu\u1eadt n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o b\u00e0i vi\u1ebft kh\u00e1c c\u1ee7a t\u00f4i l\u00e0 B\u00e1o c\u00e1o chuy\u00ean s\u00e2u: Y\u00eau c\u1ea7u thay th\u1ebf)<\/div>\n
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<\/strong><\/h2>\n
Th\u1eadt d\u1ec5 d\u00e0ng \u0111\u1ec3 qu\u00ean \u0111i r\u1eb1ng: c\u00e1c m\u1ed1i quan h\u1ec7 \u0111\u00f2i h\u1ecfi c\u00e1c b\u00ean ph\u1ea3i t\u00ecm hi\u1ec3u l\u1eabn nhau, v\u01b0\u1ee3t l\u00ean tr\u00ean c\u1ea3 d\u1ef1 \u00e1n \u2013 v\u00e0 m\u1ed1i quan h\u1ec7 c\u1ea7n \u0111\u01b0\u1ee3c duy tr\u00ec k\u1ec3 c\u1ea3 khi d\u1ef1 \u00e1n \u0111\u00e3 ho\u00e0n t\u1ea5t v\u00e0 k\u1ebft th\u00fac. H\u1ea7u h\u1ebft c\u00e1c b\u00ean li\u00ean quan \u0111\u1ec1u s\u1eb5n s\u00e0ng \u0111\u1ec3 n\u00f3i v\u1ec1 m\u00f4i tr\u01b0\u1eddng l\u00e0m vi\u1ec7c v\u00e0 m\u1ed9t s\u1ed1 kh\u00e1c l\u1ea1i c\u1edfi m\u1edf h\u01a1n b\u1eb1ng vi\u1ec7c n\u00f3i nh\u1eefng chuy\u1ec7n \u0111\u1eddi t\u01b0. H\u00e3y x\u00e2y d\u1ef1ng m\u1ed9t m\u1ed1i quan h\u1ec7 v\u01b0\u1ee3t ra ngo\u00e0i ph\u1ea1m vi d\u1ef1 \u00e1n. Xem m\u1ed9t b\u00e0i b\u00e1o c\u0169ng c\u00f3 th\u1ec3 l\u00e0m h\u1ecd t\u1ee9c gi\u1eadn hay kh\u00f3 ch\u1ecbu? H\u00e3y g\u1edfi cho h\u1ecd m\u1ed9t ghi ch\u00fa c\u00e1 nh\u00e2n. B\u1ea1n c\u00f3 m\u1ed9t \u00fd t\u01b0\u1edfng v\u00e0 b\u1ea1n ngh\u0129 r\u1eb1ng h\u1ecd s\u1ebd th\u1ea5y n\u00f3 th\u1eadt th\u00fa v\u1ecb? H\u00e3y ng\u1ecf l\u1eddi cho m\u1ed9t cu\u1ed9c g\u1eb7p \u0111\u1ec3 th\u1ea3o lu\u1eadn v\u1ec1 \u0111i\u1ec1u \u0111\u00f3. C\u00f3 d\u1ea5u hi\u1ec7u c\u1ea3nh b\u00e1o v\u1ec1 m\u1ed9t v\u1ea5n \u0111\u1ec1 trong t\u01b0\u01a1ng lai? \u0110\u1eebng ph\u1edbt l\u1edd nh\u1eefng c\u1ea3nh b\u00e1o m\u00e0 h\u00e3y \u0111\u1ec3 b\u00ean li\u00ean quan bi\u1ebft \u0111\u1ebfn s\u1ef1 t\u1ed3n t\u1ea1i c\u1ee7a n\u00f3. H\u00e3y t\u1ea1o d\u1ef1ng m\u1ed9t m\u1ed1i quan h\u1ec7 b\u1eb1ng c\u00e1ch tr\u1edf nh\u00e0 nh\u1eefng nh\u00e0 c\u1ed1 v\u1ea5n \u0111\u00e1ng tin c\u1eady. H\u00e3y gi\u00fap b\u00ean c\u00e1c li\u00ean quan c\u1ee7a b\u1ea1n th\u00e0nh c\u00f4ng.<\/div>\n
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K\u1ebft lu\u1eadn<\/strong><\/span><\/h2>\n
M\u1eb7c d\u00f9 \u00fd t\u01b0\u1edfng ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (VoC) kh\u00f4ng \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf cho c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd d\u1ef1 \u00e1n nh\u01b0ng n\u00f3 l\u00e0 m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn m\u1ea1nh m\u1ebd, r\u1ea5t hi\u1ec7u qu\u1ea3 cho b\u1ea5t k\u1ef3 nh\u00e0 qu\u1ea3n l\u00fd d\u1ef1 \u00e1n n\u00e0o. \u0110\u00e2y l\u00e0 c\u00e1ch ti\u1ebfp c\u1eadn cho ph\u00e9p ng\u01b0\u1eddi qu\u1ea3n l\u00fd d\u1ef1 \u00e1n c\u00f3 th\u1ec3 cung c\u1ea5p nh\u1eefng gi\u00e1 tr\u1ecb th\u1eadm ch\u00ed kh\u00f4ng c\u00f3 trong b\u1ea3n ph\u1ea1m vi d\u1ef1 \u00e1n. N\u00f3 gi\u00fap nh\u00f3m d\u1ef1 \u00e1n v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i c\u1ee7a c\u00e1c b\u00ean li\u00ean quan c\u0169ng nh\u01b0 gi\u00fap ng\u01b0\u1eddi qu\u1ea3n l\u00fd ph\u00e1t tri\u1ec3n l\u00ean m\u1ed9t t\u1ea7m cao m\u1edbi: \u201cgo-to\u201d qu\u1ea3n l\u00fd d\u1ef1 \u00e1n, ng\u01b0\u1eddi l\u00e3nh \u0111\u1ea1o c\u1ee7a ng\u00e0nh, nh\u00e0 c\u1ed1 v\u1ea5n \u0111\u00e1ng tin c\u1eady, v.v…<\/div>\n
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Ti\u1ebfng n\u00f3i c\u1ee7a kh\u00e1ch h\u00e0ng (VoC) l\u00e0 \u00fd t\u01b0\u1edfng theo chi\u1ec1u h\u01b0\u1edbng \u0111\u1ebfn suy ngh\u0129, y\u00eau c\u1ea7u c\u00f3 s\u1ef1 trao \u0111\u1ed5i v\u00e0 ph\u1ea3n h\u1ed3i, l\u1eafng nghe – th\u1ea5u hi\u1ec3u v\u00e0 ph\u00e2n t\u00edch nh\u1eefng g\u00ec m\u1eaft th\u1ea5y tai nghe v\u00e0 th\u1ef1c hi\u1ec7n nh\u1eefng thay \u0111\u1ed5i, c\u1ea3i ti\u1ebfn c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ed1i v\u1edbi \u201ckh\u00e1ch h\u00e0ng\u201d, c\u00e1c b\u00ean li\u00ean quan. M\u1eb7c d\u00f9 c\u00e1ch ti\u1ebfp c\u1eadn VoC y\u00eau c\u1ea7u vi\u1ec7c ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin, nh\u01b0ng ph\u1ea7n l\u1edbn s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a c\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y g\u1eafn li\u1ec1n v\u1edbi k\u1ef9 n\u0103ng m\u1ec1m c\u1ee7a ng\u01b0\u1eddi qu\u1ea3n l\u00fd d\u1ef1 \u00e1n \u2013 nh\u01b0 s\u1ef1 ki\u00ean nh\u1eabn v\u00e0 kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i v\u1ec1 c\u1ea3m x\u00fac v\u1edbi c\u00e1c b\u00ean li\u00ean quan.<\/div>\n
X\u00e2y d\u1ef1ng m\u1ed9t m\u1ed1i quan h\u1ec7 g\u1eafn k\u1ebft s\u1ebd t\u1ed1n nhi\u1ec1u th\u1eddi gian v\u00e0 k\u00e9o d\u00e0i k\u1ec3 c\u1ea3 sau khi d\u1ef1 \u00e1n \u0111\u00e3 k\u1ebft th\u00fac nh\u01b0ng m\u1ed9t m\u1ed1i quan h\u1ec7 l\u00e0 x\u1ee9ng \u0111\u00e1ng \u0111\u1ec3 b\u1ea1n d\u00e0nh th\u1eddi gian v\u1edbi n\u00f3.<\/div>\n
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Vi\u1ec7n Qu\u1ea3n l\u00fd d\u1ef1 \u00e1n Masterskills<\/strong><\/em><\/div>\n
Bi\u00ean d\u1ecbch: Nh\u01b0 H\u1ee3p Tr\u1ea7n<\/em><\/div>\n
Ngu\u1ed3n: ProjectManagement<\/div>\n
\u00a0<\/div>\n
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📚 <\/sup><\/strong><\/p>\n<\/div>\n<\/div>\n

\u00a0<\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a m\u00ecnh v\u00e0 \u00f4ng \u1ea5y th\u1ea5t v\u1ecdng \u0111\u1ebfn n\u1ed7i kh\u00f4ng th\u1ec3 th\u1ed1t l\u00ean th\u00e0nh l\u1eddi.<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[250],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37868"}],"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=37868"}],"version-history":[{"count":2,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37868\/revisions"}],"predecessor-version":[{"id":69438,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37868\/revisions\/69438"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=37868"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=37868"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=37868"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}