{"id":48973,"date":"2023-12-17T01:56:45","date_gmt":"2023-12-17T01:56:45","guid":{"rendered":"https:\/\/masterskills.org\/blog\/cach-xin-loi-khach-hang-khi-co-su-co-xay-ra.html"},"modified":"2023-12-17T01:56:45","modified_gmt":"2023-12-17T01:56:45","slug":"cach-xin-loi-khach-hang-khi-co-su-co-xay-ra","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/cach-xin-loi-khach-hang-khi-co-su-co-xay-ra.html","title":{"rendered":"C\u00e1ch Xin L\u1ed7i Kh\u00e1ch H\u00e0ng Khi C\u00f3 S\u1ef1 C\u1ed1 X\u1ea3y Ra"},"content":{"rendered":"
\n

B\u1ea1n \u0111\u00e3 bao gi\u1edd m\u1eafc ph\u1ea3i m\u1ed9t sai l\u1ea7m v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 kh\u00f4ng bi\u1ebft ph\u1ea3i gi\u1ea3i quy\u1ebft nh\u01b0 th\u1ebf n\u00e0o? M\u1ed9t l\u1eddi xin l\u1ed7i kh\u00e1ch h\u00e0ng<\/strong> nghe c\u00f3 v\u1ebb \u0111\u01a1n gi\u1ea3n nh\u01b0ng n\u1ebfu \u0111\u01b0\u1ee3c n\u00f3i ra kh\u00f4ng \u0111\u00fang c\u00e1ch, h\u1eadu qu\u1ea3 s\u1ebd c\u00f3 th\u1ec3 \u0111i r\u1ea5t xa v\u00e0 ng\u01b0\u1ee3c l\u1ea1i.\u00a0<\/p>\n

M\u1ed9t nh\u00e2n vi\u00ean m\u1ec7t m\u1ecfi \u0111ang c\u1eadp nh\u1eadt nh\u1eefng \u0111\u01a1n h\u00e0ng v\u00e0o t\u1ed1i mu\u1ed9n t\u1ea1i m\u1ed9t c\u00f4ng ty bu\u00f4n b\u00e1n s\u00e1ch gi\u00e1o khoa. Anh \u1ea5y \u0111\u00e3 m\u1eafc l\u1ed7i v\u1edbi m\u00e3 \u0111\u01a1n h\u00e0ng v\u00e0 g\u1eedi nh\u1ea7m nh\u1eefng cu\u1ed1n s\u00e1ch gi\u00e1o khoa v\u1ec1 qu\u1ea3n l\u00fd l\u1ed7i th\u1eddi cho m\u1ed9t kh\u00e1ch h\u00e0ng quan tr\u1ecdng. 3 ng\u00e0y sau, khi c\u00e1c l\u1edbp h\u1ecdc b\u1eaft \u0111\u1ea7u, v\u1edbi kh\u1ed1i l\u01b0\u1ee3ng kh\u00f3a h\u1ecdc kh\u1eaft khe, nhi\u1ec1u sinh vi\u00ean c\u1ea3m th\u1ea5y b\u1ecb t\u1ee5t l\u1ea1i ph\u00eda sau. Nhi\u1ec1u ng\u01b0\u1eddi \u0111\u00e3 t\u00ecm \u0111\u1ebfn c\u00e1c gi\u1ea3i ph\u00e1p thay th\u1ebf. Nh\u1eefng cu\u1ed9c g\u1ecdi v\u00e0 email t\u1ee9c gi\u1eadn \u1eadp \u0111\u1ebfn.\u00a0<\/p>\n

May m\u1eafn thay, sai l\u1ea7m v\u00e0 nh\u1eefng thi\u1ec7t h\u1ea1i m\u00e0 n\u00f3 g\u00e2y ra c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eeda ch\u1eefa. Tr\u00ean th\u1ef1c t\u1ebf, n\u1ebfu t\u00ecnh hu\u1ed1ng kh\u00f3 kh\u0103n n\u00e0y \u0111\u01b0\u1ee3c xoay x\u1edf h\u1ee3p l\u00fd, c\u00f4ng ty c\u00f3 th\u1ec3 th\u00e0nh c\u00f4ng chinh ph\u1ee5c kh\u00e1ch h\u00e0ng. \u0110\u00e2y ch\u00ednh l\u00e0 hi\u1ec7n t\u01b0\u1ee3ng service recovery paradox<\/strong> (ngh\u1ecbch l\u00fd ph\u1ee5c h\u1ed3i d\u1ecbch v\u1ee5).\u00a0<\/p>\n

Ngh\u1ecbch l\u00fd ph\u1ee5c h\u1ed3i d\u1ecbch v\u1ee5 l\u00e0 hi\u1ec7n t\u01b0\u1ee3ng khi m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng g\u1eb7p v\u1ea5n \u0111\u1ec1 v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, nh\u01b0ng v\u1ea5n \u0111\u1ec1 \u0111\u00f3 \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft hi\u1ec7u qu\u1ea3, c\u00f3 \u1ea5n t\u01b0\u1ee3ng t\u00edch c\u1ef1c v\u1edbi c\u00f4ng ty h\u01a1n so v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng ch\u01b0a t\u1eebng g\u1eb7p b\u1ea5t c\u1ee9 v\u1ea5n \u0111\u1ec1 g\u00ec. V\u1ec1 c\u01a1 b\u1ea3n, khi m\u1ed9t c\u00f4ng ty c\u00f3 th\u1ec3 ph\u1ee5c h\u1ed3i hi\u1ec7u qu\u1ea3 sau m\u1ed9t s\u1ef1 c\u1ed1 v\u1ec1 d\u1ecbch v\u1ee5, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 c\u00f3 th\u1ec3 t\u0103ng l\u00ean \u0111\u00e1ng k\u1ec3 so v\u1edbi l\u00fac n\u00f3 ch\u01b0a x\u1ea3y ra.\u00a0<\/p>\n

L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n hay c\u00f4ng ty c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng ngh\u1ecbch l\u00fd n\u00e0y v\u00e0 mang l\u1ea1i l\u1ee3i th\u1ebf cho m\u00ecnh v\u00e0o nh\u1eefng t\u00ecnh hu\u1ed1ng t\u01b0\u01a1ng t\u1ef1 v\u1edbi ng\u01b0\u1eddi b\u00e1n h\u00e0ng tr\u00ean? M\u1ecdi b\u1ed9 ph\u1eadn trong c\u00f4ng ty \u0111\u1ec1u c\u00f3 th\u1ec3 ph\u1ea1m sai l\u1ea7m v\u00e0 t\u1ea1o ra nh\u1eefng c\u01a1n s\u00f3ng h\u1ec7 lu\u1ef5. T\u1ea5t c\u1ea3 \u0111\u1ec1u ph\u1ee5 thu\u1ed9c v\u00e0o th\u00f4ng \u0111i\u1ec7p trong l\u1eddi xin l\u1ed7i c\u1ee7a b\u1ea1n, c\u00e1ch b\u1ea1n l\u01b0u l\u1ea1i, ghi nh\u1edb v\u00e0 chia s\u1ebb quy tr\u00ecnh xin l\u1ed7i v\u1edbi n\u1ed9i b\u1ed9 c\u00f4ng ty l\u1eabn c\u00e1c b\u00ean c\u00f3 li\u00ean quan.\u00a0<\/p>\n

V\u00e0 n\u1ebfu b\u1ea1n l\u00e0 m\u1ed9t nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng hay b\u1ea5t c\u1ee9 v\u1ecb tr\u00ed n\u00e0o trong ng\u00e0nh d\u1ecbch v\u1ee5, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, v.v., b\u00ed quy\u1ebft xin l\u1ed7i kh\u00e1ch h\u00e0ng sau \u0111\u00e2y s\u1ebd r\u1ea5t h\u1eefu \u00edch v\u1edbi b\u1ea1n.\u00a0<\/p>\n

Sau \u0111\u00e2y l\u00e0 c\u00e1ch t\u1ea1o ra m\u1ed9t th\u00f4ng \u0111i\u1ec7p xin l\u1ed7i kh\u00e1ch h\u00e0ng (trong tr\u01b0\u1eddng h\u1ee3p l\u1ed7i ho\u00e0n to\u00e0n ho\u1eb7c \u0111a s\u1ed1 l\u00e0 \u1edf ph\u00eda b\u1ea1n, kh\u00f4ng ph\u1ea3i kh\u00e1ch h\u00e0ng):\u00a0<\/p>\n

1. Kh\u00f4i ph\u1ee5c gi\u00e1 tr\u1ecb \u0111\u00e3 m\u1ea5t<\/strong><\/h2>\n

Kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n tin r\u1eb1ng h\u1ecd \u0111\u00e3 m\u1ea5t \u0111i s\u1ef1 c\u00f4ng b\u1eb1ng khi c\u00f3 v\u1ea5n \u0111\u1ec1 x\u1ea3y ra. H\u1ecd mu\u1ed1n bi\u1ebft b\u1ea1n s\u1ebd l\u00e0m g\u00ec \u0111\u1ec3 kh\u00f4i ph\u1ee5c nh\u1eadn th\u1ee9c v\u1ec1 nh\u1eefng gi\u00e1 tr\u1ecb \u0111\u00e3 m\u1ea5t m\u00e0 h\u1ecd ph\u1ea3i g\u00e1nh ch\u1ecbu. H\u00e3y \u0111\u01b0a ra nh\u1eefng \u0111\u1ec1 ngh\u1ecb \u0111\u1ec3 s\u1eeda ch\u1eefa t\u00ecnh h\u00ecnh nh\u1eb1m kh\u00f4i ph\u1ee5c s\u1ef1 ch\u00fa \u00fd v\u00e0 ni\u1ec1m tin c\u1ee7a kh\u00e1ch h\u00e0ng. N\u1ebfu kh\u00f4ng c\u00f3 nh\u1eefng h\u00e0nh \u0111\u1ed9ng th\u1ef1c t\u1ebf, th\u00f4ng \u0111i\u1ec7p c\u1ee7a l\u1eddi xin l\u1ed7i c\u00f3 th\u1ec3 tr\u1edf n\u00ean v\u00f4 d\u1ee5ng.\u00a0<\/p>\n

Trong v\u00ed d\u1ee5 v\u1ec1 ng\u01b0\u1eddi nh\u00e2n vi\u00ean g\u1eedi nh\u1ea7m s\u00e1ch gi\u00e1o khoa \u1edf \u0111\u1ea7u b\u00e0i vi\u1ebft, v\u00ed d\u1ee5 v\u1ec1 \u201cnh\u1eefng \u0111\u1ec1 ngh\u1ecb s\u1eeda ch\u1eefa\u201d c\u00f3 th\u1ec3 l\u00e0 g\u1eedi nh\u1eefng t\u00e0i li\u1ec7u h\u1ecdc t\u1eadp li\u00ean quan. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 cung c\u1ea5p th\u1ee9 g\u00ec \u0111\u00f3 m\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c r\u1eb1ng n\u00f3 c\u00f3 gi\u00e1 tr\u1ecb cao nh\u01b0ng l\u1ea1i kh\u00f4ng qu\u00e1 t\u1ed1n k\u00e9m \u0111\u1ed1i v\u1edbi b\u1ea1n v\u00e0 c\u00f4ng ty.\u00a0<\/p>\n

2. Th\u1eeba nh\u1eadn tr\u00e1ch nhi\u1ec7m<\/strong><\/h2>\n

\u0110i\u1ec1u n\u00e0y kh\u00f4ng c\u1ea7n ph\u1ea3i qu\u00e1 ph\u1ee9c t\u1ea1p. Quan tr\u1ecdng l\u00e0 b\u1ea1n ph\u1ea3i ph\u00e2n bi\u1ec7t \u0111\u01b0\u1ee3c vi\u1ec7c \u0111\u01b0a ra l\u1eddi b\u00e0o ch\u1eefa cho nh\u1eefng g\u00ec \u0111\u00e3 x\u1ea3y ra v\u1edbi nh\u1eadn tr\u00e1ch nhi\u1ec7m cho sai l\u1ea7m.\u00a0<\/p>\n

Quay l\u1ea1i v\u1edbi v\u00ed d\u1ee5 v\u1ec1 g\u1eedi nh\u1ea7m s\u00e1ch gi\u00e1o khoa, n\u1ebfu ng\u01b0\u1eddi b\u00e1n h\u00e0ng \u0111\u1ed5 l\u1ed7i cho m\u1ed9t \u0111i\u1ec1u g\u00ec kh\u00e1c ch\u1eb3ng h\u1ea1n nh\u01b0 nh\u00e0 cung c\u1ea5p ho\u1eb7c nh\u00e0 ph\u00e2n ph\u1ed1i s\u1ebd g\u00e2y m\u1ea5t l\u00f2ng tin n\u01a1i kh\u00e1ch h\u00e0ng v\u00e0 l\u00e0m h\u1ecfng l\u1eddi xin l\u1ed7i. L\u1eddi n\u00f3i c\u1ee7a b\u1ea1n ph\u1ea3i kh\u1eb3ng \u0111\u1ecbnh r\u00f5 r\u1eb1ng b\u1ea1n v\u00e0 c\u00f4ng ty ho\u00e0n to\u00e0n ch\u1ecbu tr\u00e1ch nhi\u1ec7m \u0111\u1ea3m b\u1ea3o v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft v\u00ec l\u1ee3i \u00edch c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n l\u00e0 l\u1ea5y l\u1ea1i ni\u1ec1m tin v\u00e0 s\u1ef1 tin t\u01b0\u1edfng ho\u00e0n to\u00e0n c\u1ee7a h\u1ecd, b\u1ea1n \u0111ang th\u1ef1c hi\u1ec7n c\u00e1c b\u01b0\u1edbc m\u1ed9t c\u00e1ch ch\u1ee7 \u0111\u1ed9ng \u0111\u1ec3 b\u1ea3o v\u1ec7 h\u1ecd kh\u1ecfi nh\u1eefng v\u1ea5n \u0111\u1ec1 t\u01b0\u01a1ng t\u1ef1 c\u00f3 th\u1ec3 x\u1ea3y ra.<\/p>\n

3. Gi\u1ea3i th\u00edch v\u1ea5n \u0111\u1ec1<\/strong><\/h2>\n

Kh\u00e1ch h\u00e0ng mu\u1ed1n bi\u1ebft b\u1ea1n c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c v\u1ea5n \u0111\u1ec1 v\u00e0 nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5 c\u1ee7a n\u00f3 hay kh\u00f4ng. \u0110i\u1ec1u n\u00e0y c\u1ee7ng c\u1ed1 ni\u1ec1m tin c\u1ee7a kh\u00e1ch h\u00e0ng r\u1eb1ng c\u00e1c \u0111\u1ec1 ngh\u1ecb s\u1eeda ch\u1eefa c\u1ee7a b\u1ea1n s\u1ebd b\u1ea3o v\u1ec7 h\u1ecd kh\u1ecfi nh\u1eefng s\u1ef1 c\u1ed1 t\u01b0\u01a1ng t\u1ef1.<\/p>\n

Trong t\u00ecnh hu\u1ed1ng m\u1edf \u0111\u1ea7u b\u00e0i vi\u1ebft, nh\u00e2n vi\u00ean \u0111\u00f3 n\u00ean gi\u1ea3i th\u00edch r\u1eb1ng m\u00e3 s\u1ea3n ph\u1ea9m lu\u00f4n c\u00f3 hi\u1ec7u l\u1ef1c nh\u01b0ng n\u00f3 \u0111ang tham chi\u1ebfu \u0111\u1ebfn m\u1ed9t c\u01a1 s\u1edf d\u1eef li\u1ec7u \u0111\u00e3 l\u1ed7i th\u1eddi c\u1ee7a c\u00f4ng ty b\u1edfi l\u1ed7i m\u00e3 ho\u00e1 th\u1ee7 c\u00f4ng.\u00a0<\/p>\n

B\u1ea1n c\u00f3 th\u1ec3 th\u1eeba nh\u1eadn sai l\u1ea7m. V\u00e0 b\u1edfi v\u00ec b\u1ea1n \u0111\u00e3 n\u00f3i v\u1edbi kh\u00e1ch h\u00e0ng r\u1eb1ng b\u1ea1n \u0111ang l\u00e0m t\u1ea5t c\u1ea3 m\u1ecdi bi\u1ec7n ph\u00e1p \u0111\u1ec3 kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1, l\u1eddi xin l\u1ed7i s\u1ebd \u0111\u01b0\u1ee3c \u0111\u00f3n nh\u1eadn t\u00edch c\u1ef1c h\u01a1n.\u00a0<\/p>\n

4. M\u00f4 t\u1ea3 c\u00e1ch b\u1ea1n s\u1ebd kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1<\/strong><\/h2>\n

Trong b\u01b0\u1edbc n\u00e0y, b\u1ea1n c\u1ea7n gi\u1ea3i th\u00edch c\u1ee5 th\u1ec3 c\u00e1ch b\u1ea1n kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1 v\u00e0 m\u00f4 t\u1ea3 nh\u1eefng bi\u1ec7n ph\u00e1p b\u1ea1n \u00e1p d\u1ee5ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 c\u1ed1 kh\u00f4ng x\u1ea3y ra l\u1ea7n n\u1eefa.<\/p>\n

Trong v\u00ed d\u1ee5 v\u1ec1 s\u00e1ch gi\u00e1o khoa, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c th\u1ef1c hi\u1ec7n ki\u1ec3m tra ng\u1eabu nhi\u00ean c\u00e1c \u0111\u01a1n \u0111\u1eb7t h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o x\u00e1c minh c\u1ea9n th\u1eadn c\u0169ng nh\u01b0 t\u1ea1o ra c\u00e1c ph\u01b0\u01a1ng \u00e1n d\u1ef1 ph\u00f2ng trong ph\u1ea7n m\u1ec1m m\u00e3 h\u00f3a \u0111\u1ec3 cung c\u1ea5p th\u00eam c\u00e1c ki\u1ec3m tra v\u1ec1 \u0111\u01a1n \u0111\u1eb7t h\u00e0ng \u2014 ch\u1eb3ng h\u1ea1n nh\u01b0 ki\u1ec3m tra xem m\u1ed9t cu\u1ed1n s\u00e1ch \u0111\u00e3 xu\u1ea5t b\u1ea3n \u0111\u01b0\u1ee3c h\u01a1n m\u1ed9t n\u0103m ch\u01b0a ho\u1eb7c hai c\u0169, \u0111i\u1ec1u \u0111\u00f3 c\u00f3 th\u1ec3 c\u00f3 ngh\u0129a l\u00e0 \u0111\u00f3 l\u00e0 l\u1ed7i v\u00e0 c\u1ea7n \u0111\u01b0\u1ee3c ch\u00fa \u00fd th\u00eam. N\u00f3 c\u0169ng c\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c thay \u0111\u1ed5i quy tr\u00ecnh, kh\u00f4ng th\u1ef1c hi\u1ec7n c\u1eadp nh\u1eadt trong m\u00f9a b\u1eadn r\u1ed9n cao \u0111i\u1ec3m.<\/p>\n

5. Th\u1ec3 hi\u1ec7n s\u1ef1 ti\u1ebfc nu\u1ed1i c\u1ee7a b\u1ea1n<\/strong><\/h2>\n

Bi\u1ec3u hi\u1ec7n c\u1ee7a s\u1ef1 ti\u1ebfc nu\u1ed1i ch\u1ec9 \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n v\u00e0 t\u00edch c\u1ef1c \u0111\u00f3n nh\u1eadn nh\u1ea5t khi b\u1ea1n \u0111\u00e3 gi\u1ea3i quy\u1ebft \u0111\u1ea7y \u0111\u1ee7 c\u00e1c m\u1ed1i lo ng\u1ea1i k\u1ec3 tr\u00ean. S\u1ef1 ti\u1ebfc nu\u1ed1i c\u1ee7a b\u1ea1n tr\u1edf n\u00ean ch\u00e2n th\u00e0nh v\u00e0 ch\u00e2n th\u1ef1c h\u01a1n v\u00ec n\u00f3 \u0111\u00e3 \u0111\u01b0\u1ee3c c\u1ee7ng c\u1ed1 b\u1eb1ng r\u1ea5t nhi\u1ec1u h\u00e0nh \u0111\u1ed9ng. V\u00e0 \u0111\u01b0\u01a1ng nhi\u00ean kh\u00e1ch h\u00e0ng s\u1ebd m\u1ec1m l\u00f2ng h\u01a1n tr\u01b0\u1edbc m\u1ed9t l\u1eddi xin l\u1ed7i ch\u00e2n th\u00e0nh, kh\u00f4ng ph\u1ea3i n\u00f3i su\u00f4ng.\u00a0<\/p>\n

\u0110i\u1ec1u quan tr\u1ecdng l\u00e0 \u0111\u1eebng ph\u1ee7 nh\u1eadn nh\u1eefng thi\u1ec7t h\u1ea1i m\u00e0 s\u1ef1 c\u1ed1 \u0111\u00e3 g\u00e2y ra cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n d\u00f9 \u00edt hay nhi\u1ec1u. H\u00e3y th\u1eeba nh\u1eadn nh\u1eefng \u1ea3nh h\u01b0\u1edfng \u0111\u00f3.\u00a0<\/p>\n

Trong tr\u01b0\u1eddng h\u1ee3p v\u1ec1 s\u00e1ch gi\u00e1o khoa, ng\u01b0\u1eddi b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 n\u00f3i r\u1eb1ng: \u201cCh\u00fang t\u00f4i xin l\u1ed7i v\u00ec \u0111\u00e3 l\u00e0m gi\u00e1n \u0111o\u1ea1n c\u00f4ng vi\u1ec7c kinh doanh c\u1ee7a b\u1ea1n trong m\u1ed9t m\u00f9a b\u1eadn r\u1ed9n \u0111\u1ed1i v\u1edbi b\u1ea1n. Hy v\u1ecdng r\u1eb1ng b\u1ea1n c\u00f3 th\u1ec3 th\u1ea5y v\u00e0 c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c cam k\u1ebft c\u1ee7a ch\u00fang t\u00f4i trong vi\u1ec7c gi\u1eef l\u1ea1i ni\u1ec1m tin v\u00e0 s\u1ef1 tin t\u01b0\u1edfng c\u1ee7a b\u1ea1n. Ch\u00fang t\u00f4i xin l\u1ed7i c\u1ea3 c\u00f4ng ty v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.\u201d\u00a0<\/p>\n

L\u1eddi n\u00f3i n\u00e0y th\u1ec3 hi\u1ec7n s\u1ef1 h\u1ed1i ti\u1ebfc v\u00e0 ch\u00e2n th\u00e0nh \u0111\u1ed3ng th\u1eddi nh\u1ea5n m\u1ea1nh r\u1eb1ng v\u1ea5n \u0111\u1ec1 \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft.\u00a0<\/p>\n

K\u1ebft lu\u1eadn<\/strong><\/h2>\n

Khi l\u00e0m m\u1ed9t c\u00f4ng vi\u1ec7c ph\u1ea3i ti\u1ebfp x\u00fac v\u00e0 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp nh\u01b0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng hay thu ng\u00e2n, b\u1ea1n s\u1ebd c\u00f3 th\u1ec3 g\u1eb7p ph\u1ea3i nh\u1eefng t\u00ecnh hu\u1ed1ng sai s\u00f3t trong \u0111\u00f3 kh\u00e1ch h\u00e0ng khi\u1ebfu n\u1ea1i. C\u00e1ch gi\u1ea3i quy\u1ebft t\u1ed1t nh\u1ea5t l\u00e0 nh\u1eadn l\u1ed7i v\u00e0 c\u1ed1 g\u1eafng h\u1ebft s\u1ee9c \u0111\u1ec3 s\u1eeda ch\u1eefa.\u00a0<\/p>\n

V\u00e0 b\u1ea1n kh\u00f4ng th\u1ec3 l\u00e0m \u0111i\u1ec1u \u0111\u00f3 m\u1ed9t m\u00ecnh. C\u00f4ng ty hay ai \u0111\u00f3 c\u00f3 th\u1ea9m quy\u1ec1n h\u01a1n b\u1ea1n c\u1ea7n \u0111\u01b0\u1ee3c bi\u1ebft v\u00e0 h\u1ed7 tr\u1ee3 b\u1ea1n gi\u1ea3i quy\u1ebft t\u00ecnh h\u00ecnh m\u1ed9t c\u00e1ch th\u1ecfa \u0111\u00e1ng nh\u1ea5t.\u00a0<\/p>\n

Hy v\u1ecdng nh\u1eefng c\u00e1ch \u0111\u1ec3 xin l\u1ed7i kh\u00e1ch h\u00e0ng <\/strong>k\u1ec3 tr\u00ean s\u1ebd gi\u00fap b\u1ea1n gi\u1ea3i quy\u1ebft nh\u1eefng s\u1ef1 c\u1ed1 t\u1ed1t h\u01a1n trong th\u1ef1c t\u1ebf.\u00a0<\/p>\n

Theo Harvard Business Review.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

B\u1ea1n \u0111\u00e3 bao gi\u1edd m\u1eafc ph\u1ea3i m\u1ed9t sai l\u1ea7m v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 kh\u00f4ng bi\u1ebft ph\u1ea3i gi\u1ea3i quy\u1ebft nh\u01b0 th\u1ebf n\u00e0o? M\u1ed9t l\u1eddi xin l\u1ed7i kh\u00e1ch h\u00e0ng nghe c\u00f3 v\u1ebb \u0111\u01a1n gi\u1ea3n nh\u01b0ng n\u1ebfu \u0111\u01b0\u1ee3c n\u00f3i ra kh\u00f4ng \u0111\u00fang c\u00e1ch, h\u1eadu qu\u1ea3 s\u1ebd c\u00f3 th\u1ec3 \u0111i r\u1ea5t xa v\u00e0 ng\u01b0\u1ee3c l\u1ea1i.\u00a0 M\u1ed9t nh\u00e2n […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[453],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/48973"}],"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=48973"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/48973\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=48973"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=48973"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=48973"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}