{"id":51634,"date":"2023-12-20T00:50:39","date_gmt":"2023-12-19T17:50:39","guid":{"rendered":"https:\/\/masterskills.org\/blog\/cac-ky-nang-cham-soc-khach-hang-de-tro-thanh-tu-van-vien-xuat-sac.html"},"modified":"2023-12-20T00:50:39","modified_gmt":"2023-12-19T17:50:39","slug":"cac-ky-nang-cham-soc-khach-hang-de-tro-thanh-tu-van-vien-xuat-sac","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/cac-ky-nang-cham-soc-khach-hang-de-tro-thanh-tu-van-vien-xuat-sac.html","title":{"rendered":"C\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ec3 tr\u1edf th\u00e0nh t\u01b0 v\u1ea5n vi\u00ean xu\u1ea5t s\u1eafc"},"content":{"rendered":"
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Theo nghi\u00ean c\u1ee9u t\u1eeb McKinsey & Company, 70% tr\u1ea3i nghi\u1ec7m mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u01b0\u1ee3c d\u1ef1a tr\u00ean c\u1ea3m nh\u1eadn v\u1ec1 c\u00e1ch m\u00e0 h\u1ecd \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed. Do \u0111\u00f3, \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t, c\u00e1c doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng \u0111\u00e0o t\u1ea1o c\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho nh\u00e2n vi\u00ean. Theo kh\u1ea3o s\u00e1t, 83% \u0111\u1ed9i ng\u0169 chuy\u00ean nghi\u1ec7p cho bi\u1ebft sau khi \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o v\u1ec1 c\u00e1c k\u1ef9 n\u0103ng b\u00e1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, h\u1ecd \u0111\u00e3 tr\u1edf n\u00ean c\u00f3 tr\u00e1ch nhi\u1ec7m v\u00e0 t\u1ef1 tin h\u01a1n. V\u1eady ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ea7n k\u1ef9 n\u0103ng g\u00ec? H\u00e3y c\u00f9ng Masterskills t\u00ecm hi\u1ec3u qua b\u00e0i vi\u1ebft n\u00e0y.<\/span><\/p>\n

C\u00f3 nhi\u1ec1u k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 m\u00e0 t\u01b0 v\u1ea5n vi\u00ean c\u1ea7n r\u00e8n luy\u1ec7n \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. Nh\u1eefng k\u1ef9 n\u0103ng n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c chia th\u00e0nh hai lo\u1ea1i ch\u00ednh l\u00e0 k\u1ef9 n\u0103ng c\u1ee9ng v\u00e0 k\u1ef9 n\u0103ng m\u1ec1m.<\/span><\/p>\n

\"C\u00e1c<\/p>\n

C\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p<\/p>\n<\/div>\n

K\u1ef9 n\u0103ng c\u1ee9ng<\/b><\/h2>\n

K\u1ef9 n\u0103ng c\u1ee9ng l\u00e0 nh\u1eefng k\u1ef9 n\u0103ng m\u00e0 c\u00e1 nh\u00e2n \u0111\u1ed1i t\u01b0\u1ee3ng nh\u00e2n vi\u00ean ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o v\u00e0 r\u00e8n luy\u1ec7n m\u1ed9t c\u00e1ch c\u1ee5 th\u1ec3, th\u01b0\u1eddng li\u00ean quan \u0111\u1ebfn chuy\u00ean m\u00f4n, nghi\u1ec7p v\u1ee5 ho\u1eb7c ki\u1ebfn th\u1ee9c c\u1ee7a h\u1ecd,\u2026 Do \u0111\u00f3, m\u1ed9t s\u1ed1 k\u1ef9 n\u0103ng m\u1ec1m c\u1ea7n thi\u1ebft \u0111\u1ec3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng:\u00a0<\/span><\/p>\n

K\u1ef9 n\u0103ng chuy\u00ean m\u00f4n<\/b><\/h3>\n

K\u1ef9 n\u0103ng chuy\u00ean m\u00f4n bao g\u1ed3m vi\u1ec7c n\u1eafm v\u1eefng ki\u1ebfn th\u1ee9c v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 c\u00e1c ch\u00ednh s\u00e1ch t\u01b0 v\u1ea5n, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, v\u00e0 c\u00e1c th\u1ee7 t\u1ee5c x\u1eed l\u00fd khi\u1ebfu n\u1ea1i. \u0110i\u1ec1u n\u00e0y \u0111\u1ea3m b\u1ea3o r\u1eb1ng, khi ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, nh\u00e2n s\u1ef1 s\u1ebd tu\u00e2n th\u1ee7 quy tr\u00ecnh v\u00e0 quy \u0111\u1ecbnh c\u1ee7a doanh nghi\u1ec7p, t\u1ea1o n\u00ean t\u00ednh nh\u1ea5t qu\u00e1n v\u00e0 s\u1ef1 chuy\u00ean nghi\u1ec7p t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3, vi\u1ec7c qu\u1ea3n l\u00fd s\u1ebd c\u00f3 h\u1ec7 th\u1ed1ng, t\u1ed1i \u01b0u ho\u00e1 quy tr\u00ecnh v\u00e0 gi\u1ea3m thi\u1ec3u r\u1ee7i ro.<\/span><\/p>\n

Trong c\u00f4ng vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng v\u00e0 t\u01b0 v\u1ea5n vi\u00ean c\u1ea7n c\u00f3 th\u00eam t\u01b0 duy ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 t\u00ecnh hu\u1ed1ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c t\u00ecnh hu\u1ed1ng ph\u1ee9c t\u1ea1p v\u00e0 b\u1ea5t ng\u1edd x\u1ea3y \u0111\u1ebfn. Khi n\u1eafm v\u1eefng ki\u1ebfn th\u1ee9c nghi\u1ec7p v\u1ee5 chuy\u00ean m\u00f4n, h\u1ecd s\u1ebd c\u00f3 kh\u1ea3 n\u0103ng ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 t\u00ecnh hu\u1ed1ng \u0111\u1ec3 \u0111\u1ed1i di\u1ec7n v\u1edbi nh\u1eefng c\u00e2u h\u1ecfi kh\u00f3 ho\u1eb7c y\u00eau c\u1ea7u m\u1edbi t\u1eeb kh\u00e1ch h\u00e0ng. Ch\u00ednh n\u1ec1n t\u1ea3ng ki\u1ebfn th\u1ee9c v\u1eefng ch\u1eafc n\u00e0y s\u1ebd gi\u00fap h\u1ecd t\u00ecm ra nguy\u00ean nh\u00e2n c\u1ed1t l\u00f5i c\u1ee7a v\u1ea5n \u0111\u1ec1, \u0111\u1ed3ng th\u1eddi \u0111\u01b0a ra h\u01b0\u1edbng x\u1eed l\u00fd ph\u00f9 h\u1ee3p.<\/span><\/p>\n

K\u1ef9 n\u0103ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111a k\u00eanh<\/b><\/h3>\n

Hi\u1ec7n nay, h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p \u0111\u00e3 ho\u1eb7c\u00a0 \u0111ang ti\u1ebfp th\u1ecb v\u00e0 b\u00e1n h\u00e0ng \u0111a k\u00eanh. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi nh\u00e2n s\u1ef1 c\u1ee7a h\u1ecd c\u0169ng ph\u1ea3i h\u1ecdc v\u00e0 n\u1eafm v\u1eefng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng nh\u01b0 email, \u0111i\u1ec7n tho\u1ea1i, tin nh\u1eafn, t\u1ed5ng \u0111\u00e0i, c\u00e1c k\u00eanh chat kh\u00e1c nh\u01b0 website, fanpage, Instagram, Zalo\u2026 B\u1edfi, \u1edf m\u1ed7i k\u00eanh b\u00e1n h\u00e0ng s\u1ebd c\u00f3 nh\u1eefng \u0111\u1eb7c \u0111i\u1ec3m ri\u00eang m\u00e0 nh\u00e2n vi\u00ean c\u1ea7n ph\u1ea3i l\u01b0u \u00fd \u0111\u1ec3 c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t,\u00a0 th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c m\u1ed9t c\u00e1ch th\u00e0nh th\u1ea1o v\u00e0 thao t\u00e1c nhanh ch\u00f3ng. V\u1ec1 c\u01a1 b\u1ea3n, c\u00f3 th\u1ec3 chia th\u00e0nh k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i, hay qua tin nh\u1eafn.<\/span><\/p>\n

\"K\u1ef9<\/p>\n

K\u1ef9 n\u0103ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111a k\u00eanh<\/p>\n<\/div>\n

Xem th\u00eam:\u00a0Gi\u1ea3i ph\u00e1p ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111a k\u00eanh hi\u1ec7u qu\u1ea3<\/strong><\/em><\/p>\n

K\u1ef9 n\u0103ng s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m th\u00e0nh th\u1ea1o<\/b><\/h3>\n

S\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m th\u00e0nh th\u1ea1o l\u00e0 m\u1ed9t trong c\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng quan tr\u1ecdng gi\u00fap n\u00e2ng cao hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean, \u0111\u1eb7c bi\u1ec7t l\u00e0 trong m\u00f4i tr\u01b0\u1eddng c\u00f4ng ngh\u1ec7 hi\u1ec7n \u0111\u1ea1i, khi h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p \u0111\u1ec3u \u0111ang s\u1eed d\u1ee5ng c\u00e1c ph\u1ea7n m\u1ec1m \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. K\u1ef9 n\u0103ng n\u00e0y gi\u00fap nh\u00e2n vi\u00ean linh ho\u1ea1t v\u00e0 nhanh ch\u00f3ng th\u1ef1c hi\u1ec7n c\u00e1c t\u00e1c v\u1ee5 c\u1ea7n thi\u1ebft \u0111\u1ec3 \u0111\u00e1p \u1ee9ng y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

M\u1ed9t s\u1ed1 ph\u1ea7n m\u1ec1m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u1ed5 bi\u1ebfn:<\/span><\/p>\n

    \n
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  • Masterskills \u2013 Ph\u1ea7n m\u1ec1m k\u1ebft h\u1ee3p gi\u1eefa h\u1ed7 tr\u1ee3 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng \u0111a k\u00eanh, qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM), qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng, h\u1ed7 tr\u1ee3 marketing\u2026<\/span><\/li>\n<\/ul>\n

    H\u01a1n n\u1eefa, vi\u1ec7c th\u00e0nh th\u1ea1o trong s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m c\u0169ng gi\u00fap t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh l\u00e0m vi\u1ec7c, gi\u1ea3m thi\u1ec3u th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n n\u0103ng su\u1ea5t v\u00e0 hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c. \u0110\u1ed3ng th\u1eddi, k\u1ef9 n\u0103ng n\u00e0y c\u00f2n gi\u00fap tr\u00e1nh sai s\u00f3t trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c.<\/span><\/p>\n

    K\u1ef9 n\u0103ng m\u1ec1m<\/b><\/h2>\n

    K\u1ef9 n\u0103ng m\u1ec1m l\u00e0 nh\u1eefng k\u1ef9 n\u0103ng kh\u00f4ng chuy\u00ean m\u00f4n, th\u01b0\u1eddng kh\u00f4ng li\u00ean quan tr\u1ef1c ti\u1ebfp \u0111\u1ebfn ki\u1ebfn th\u1ee9c ng\u00e0nh ngh\u1ec1 c\u1ee5 th\u1ec3. Ch\u00fang t\u1eadp trung v\u00e0o c\u00e1ch th\u1ee9c giao ti\u1ebfp, t\u01b0\u01a1ng t\u00e1c v\u1edbi ng\u01b0\u1eddi kh\u00e1c, x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7:<\/span><\/p>\n

    K\u1ef9 n\u0103ng giao ti\u1ebfp\u00a0<\/b><\/h3>\n

    K\u1ef9 n\u0103ng giao ti\u1ebfp l\u00e0 m\u1ed9t trong c\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng quan tr\u1ecdng v\u00e0 c\u1ea7n thi\u1ebft. \u0110\u1ec3 kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 hi\u1ec3u r\u00f5 v\u1ec1 th\u00f4ng tin s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5, b\u1ea1n c\u1ea7n ph\u1ea3i tr\u00ecnh b\u00e0y ho\u1eb7c gi\u1ea3i th\u00edch v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch l\u01b0u lo\u00e1t, r\u00e0nh m\u1ea1ch v\u00e0 d\u1ec5 hi\u1ec3u. Vi\u1ec7c s\u1eed d\u1ee5ng ng\u00f4n ng\u1eef \u0111\u01a1n gi\u1ea3n v\u00e0 tr\u00e1nh c\u00e1c thu\u1eadt ng\u1eef chuy\u00ean m\u00f4n s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng ti\u1ebfp thu th\u00f4ng tin m\u00e0 kh\u00f4ng g\u1eb7p kh\u00f3 kh\u0103n.<\/span><\/p>\n

    \"C\u1ea3i<\/p>\n

    C\u1ea3i thi\u1ec7n k\u1ef9 n\u0103ng giao ti\u1ebfp khi ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

    B\u00ean c\u1ea1nh \u0111\u00f3, kh\u1ea3 n\u0103ng giao ti\u1ebfp t\u1ed1t c\u00f2n \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua vi\u1ec7c tr\u1ea3 l\u1eddi ch\u00ednh x\u00e1c v\u00e0 t\u1eadp trung v\u00e0o tr\u1ecdng t\u00e2m c\u1ee7a c\u00e2u h\u1ecfi, kh\u00f4ng c\u00f3 th\u00f4ng tin d\u01b0 th\u1eeba c\u0169ng nh\u01b0 kh\u00f4ng b\u1ecf s\u00f3t c\u00e1c th\u00f4ng tin quan tr\u1ecdng. Truy\u1ec1n \u0111\u1ea1t th\u00f4ng tin m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u00e0 ng\u1eafn g\u1ecdn s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng hi\u1ec3u r\u00f5 h\u01a1n v\u00e0 c\u1ea3m th\u1ea5y tho\u1ea3i m\u00e1i khi ti\u1ebfp nh\u1eadn th\u00f4ng tin.<\/span><\/p>\n

    H\u01a1n n\u1eefa, k\u1ef9 n\u0103ng giao ti\u1ebfp kh\u00e1ch h\u00e0ng t\u1ed1t c\u00f2n th\u1ec3 hi\u1ec7n qua vi\u1ec7c ki\u1ec3m so\u00e1t v\u00e0 \u0111i\u1ec1u h\u01b0\u1edbng cu\u1ed9c tr\u00f2 chuy\u1ec7n. \u0110\u1eb7t m\u1ee5c ti\u00eau cho cu\u1ed9c h\u1ed9i tho\u1ea1i v\u00e0 lu\u00f4n d\u1eabn d\u1eaft kh\u00e1ch h\u00e0ng t\u1eadp trung v\u00e0o n\u1ed9i dung quan tr\u1ecdng. N\u1ebfu kh\u00e1ch h\u00e0ng l\u1ea1c \u0111\u1ec1, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1eb7t c\u00e1c c\u00e2u h\u1ecfi li\u00ean quan \u0111\u1ebfn m\u1ee5c \u0111\u00edch c\u1ee7a cu\u1ed9c tr\u00f2 chuy\u1ec7n \u0111\u1ec3 \u0111\u01b0a kh\u00e1ch h\u00e0ng quay l\u1ea1i \u0111\u00fang h\u01b0\u1edbng.<\/span><\/p>\n

    K\u1ef9 n\u0103ng l\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u<\/b><\/h3>\n

    L\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u l\u00e0 m\u1ed9t trong c\u00e1c k\u1ef9 n\u0103ng c\u1ea7n thi\u1ebft khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. \u0110\u1ec3 c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t, b\u1ea1n ph\u1ea3i h\u1ecdc c\u00e1ch l\u1eafng nghe ch\u00e2n th\u00e0nh v\u00e0 \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng. Ch\u1ec9 khi b\u1ea1n th\u1ef1c s\u1ef1 th\u1ea5u hi\u1ec3u \u0111\u01b0\u1ee3c nguy\u1ec7n v\u1ecdng v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd th\u00ec b\u1ea1n m\u1edbi c\u00f3 th\u1ec3 \u0111\u00e1p \u1ee9ng m\u1ed9t c\u00e1ch t\u1ed1t nh\u1ea5t v\u00e0 t\u1ea1o s\u1ef1 h\u00e0i l\u00f2ng cho h\u1ecd.<\/span><\/p>\n

    K\u1ef9 n\u0103ng l\u00e0m ch\u1ee7 c\u1ea3m x\u00fac<\/b><\/h3>\n

    \u0110\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng k\u1ef9 n\u0103ng kh\u00f3, \u0111\u00f2i h\u1ecfi t\u00ednh ki\u00ean nh\u1eabn v\u00e0 r\u00e8n luy\u1ec7n cao. V\u00ec c\u1ea3m x\u00fac l\u00e0 th\u1ee9 kh\u00f3 \u0111\u1ec3 ki\u1ec3m so\u00e1t v\u00e0 l\u00e0m ch\u1ee7. M\u1ed9t ph\u00fat gi\u00e2y n\u00f3ng gi\u1eadn hay m\u1ed9t quy\u1ebft \u0111\u1ecbnh c\u1ea3m t\u00ednh c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m m\u1ea5t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 \u1ea3nh h\u01b0\u1edfng x\u1ea5u \u0111\u1ebfn h\u00ecnh \u1ea3nh v\u00e0 uy t\u00edn c\u1ee7a doanh nghi\u1ec7p. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 b\u1ea1n ph\u1ea3i nh\u1eadn th\u1ee9c r\u00f5 t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c l\u00e0m ch\u1ee7 c\u1ea3m x\u00fac khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

    D\u00f9 b\u1ea1n c\u00f3 b\u1ef1c t\u1ee9c \u0111\u1ebfn \u0111\u00e2u, h\u00e3y gi\u1eef cho m\u00ecnh m\u1ed9t c\u00e1i \u0111\u1ea7u l\u1ea1nh v\u00e0 t\u00ecm c\u00e1ch gi\u1ea3i quy\u1ebft t\u00ecnh hu\u1ed1ng m\u1ed9t c\u00e1ch h\u1ee3p l\u00fd v\u00e0 chuy\u00ean nghi\u1ec7p nh\u1ea5t. Tr\u00e1nh \u0111\u1ec3 c\u1ea3m x\u00fac chi ph\u1ed1i v\u00e0 h\u00e0nh \u0111\u1ed9ng k\u00e9m th\u00f4ng minh.<\/span><\/p>\n

    \"K\u1ef9<\/p>\n

    K\u1ef9 n\u0103ng l\u00e0m ch\u1ee7 c\u1ea3m x\u00fac khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

    K\u1ef9 n\u0103ng \u0111\u1ecdc v\u1ecb kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    Ngo\u00e0i k\u1ef9 n\u0103ng l\u1eafng nghe, k\u1ef9 n\u0103ng \u0111\u1ecdc v\u1ecb kh\u00e1ch h\u00e0ng c\u0169ng v\u00f4 c\u00f9ng quan tr\u1ecdng v\u00e0 kh\u00f4ng th\u1ec3 thi\u1ebfu. Hai k\u1ef9 n\u0103ng n\u00e0y th\u01b0\u1eddng ph\u1ed1i h\u1ee3p v\u1edbi nhau trong qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    M\u1ed9t nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p c\u1ea7n s\u1eed d\u1ee5ng kh\u1ea3 n\u0103ng \u0111\u1ecdc v\u1ecb \u0111\u1ec3 th\u1ea5u hi\u1ec3u th\u00eam v\u1ec1 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 mu\u1ed1n v\u00e0 c\u1ea3m nh\u1eadn t\u00e2m tr\u1ea1ng c\u1ee7a h\u1ecd. \u0110i\u1ec1u n\u00e0y cho ph\u00e9p b\u1ea1n nh\u1eadn bi\u1ebft nh\u1eefng y\u00eau c\u1ea7u ti\u1ec1m \u1ea9n hay nh\u1eefng \u0111i\u1ec1u kh\u00e1ch h\u00e0ng ch\u01b0a di\u1ec5n \u0111\u1ea1t m\u1ed9t c\u00e1ch r\u00f5 r\u00e0ng. Khi k\u1ebft h\u1ee3p c\u00e1c k\u1ef9 n\u0103ng, b\u1ea1n s\u1ebd c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng th\u1ec3 v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi h\u1ecd.<\/span><\/p>\n

    Xem th\u00eam:\u00a0<\/strong><\/em>
    C\u00e1ch \u0111\u1ecdc v\u1ecb insight kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/strong><\/em><\/p>\n

    K\u00edch th\u00edch kh\u00e1ch h\u00e0ng nh\u1edd \u0111\u00f2n b\u1ea9y t\u00e2m l\u00fd<\/strong><\/em><\/p>\n

    Thu h\u00fat kh\u00e1ch h\u00e0ng b\u1eb1ng t\u00e2m l\u00fd s\u1edf h\u1eefu<\/strong><\/em><\/p>\n

    Khai th\u00e1c t\u00e2m l\u00fd h\u1ecdc ti\u1ebfp th\u1ecb \u0111\u1ec3 thuy\u1ebft ph\u1ee5c kh\u00e1ch h\u00e0ng<\/strong><\/em><\/p>\n

    K\u1ef9 n\u0103ng x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng\u00a0<\/b><\/h3>\n

    M\u1ed9t nh\u00e2n vi\u00ean xu\u1ea5t s\u1eafc s\u1ebd s\u1eed d\u1ee5ng c\u1ea3 IQ v\u00e0 EQ, t\u1ee9c l\u00e0 s\u1ef1 th\u00f4ng minh c\u1ee7a tr\u00ed n\u00e3o v\u00e0 c\u1ea3m x\u00fac, \u0111\u1ec3 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng m\u1ed9t c\u00e1ch kh\u00e9o l\u00e9o v\u00e0 h\u1ee3p l\u00fd. \u0110\u00e2y l\u00e0 m\u1ed9t k\u1ef9 n\u0103ng \u0111\u00f2i h\u1ecfi s\u1ef1 k\u1ebft h\u1ee3p nhu\u1ea7n nhuy\u1ec5n c\u00e1c k\u1ef9 n\u0103ng tr\u00ean \u0111\u1ec3 tr\u00e1nh c\u00e1c v\u1ea5n \u0111\u1ec1 nh\u1ea1y c\u1ea3m nh\u01b0ng v\u1eabn gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch tri\u1ec7t \u0111\u1ec3.\u00a0<\/span><\/p>\n

    M\u1ed9t s\u1ed1 c\u00e1ch \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c c\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p:<\/span><\/p>\n

      \n
    • K\u1ef9 n\u0103ng c\u1ee9ng: th\u00f4ng th\u01b0\u1eddng s\u1ebd \u0111\u01b0\u1ee3c doanh nghi\u1ec7p \u0111\u00e0o t\u1ea1o cho nh\u00e2n vi\u00ean trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c.\u00a0<\/span><\/li>\n
    • K\u1ef9 n\u0103ng m\u1ec1m: m\u1ed9t s\u1ed1 c\u00f4ng ty c\u00f3 th\u1ec3 s\u1ebd \u0111\u00e0o t\u1ea1o nh\u01b0ng ph\u1ea7n l\u1edbn k\u1ef9 n\u0103ng n\u00e0y xu\u1ea5t ph\u00e1t t\u1eeb vi\u1ec7c t\u1ef1 r\u00e8n luy\u1ec7n v\u00e0 trau d\u1ed3i kinh nghi\u1ec7m c\u00e1 nh\u00e2n. B\u1eb1ng c\u00e1ch \u0111\u1ecdc s\u00e1ch, tham gia c\u00e1c kh\u00f3a h\u1ecdc tr\u1ef1c tuy\u1ebfn, ho\u1eb7c th\u1eadm ch\u00ed l\u00e0 t\u1ef1 nghi\u00ean c\u1ee9u c\u00e1c t\u00ecnh hu\u1ed1ng th\u1ef1c t\u1ebf, r\u00fat kinh nghi\u1ec7m t\u1eeb c\u00e1c l\u1ea7n t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 n\u00e2ng cao hi\u1ec7u qu\u1ea3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho nh\u1eefng l\u1ea7n sau.<\/span><\/li>\n<\/ul>\n

      Nh\u01b0 v\u1eady, n\u1eafm b\u1eaft c\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 c\u00e1ch \u0111\u1ec3 \u0111\u1ebfn g\u1ea7n h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng, t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u0169ng nh\u01b0 duy tr\u00ec m\u1ed1i quan h\u1ec7 t\u1ed1t v\u1edbi h\u1ecd. Tuy nhi\u00ean \u0111\u1ec3 th\u1ef1c hi\u1ec7n t\u1ed1t c\u00f4ng vi\u1ec7c n\u00e0y, c\u00e1c nh\u00e2n s\u1ef1 c\u1ea7n li\u00ean t\u1ee5c h\u1ecdc h\u1ecfi v\u00e0 trau d\u1ed3i c\u1ea3 k\u1ef9 n\u0103ng c\u1ee9ng v\u00e0 k\u1ef9 n\u0103ng m\u1ec1m. N\u1ebfu ph\u00e1t tri\u1ec3n k\u1ef9 n\u0103ng m\u1ec1m ch\u1ee7 y\u1ebfu d\u1ef1a v\u00e0o kh\u1ea3 n\u0103ng t\u1ef1 r\u00e8n luy\u1ec7n c\u1ee7a nh\u00e2n vi\u00ean, th\u00ec r\u00e8n luy\u1ec7n k\u1ef9 n\u0103ng c\u1ee9ng ch\u1ee7 y\u1ebfu ph\u1ee5 thu\u1ed9c v\u00e0o quy tr\u00ecnh \u0111\u00e0o t\u1ea1o c\u1ee7a doanh nghi\u1ec7p. Do \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p c\u1ea7n c\u00f3 quy tr\u00ecnh \u0111\u00e1nh gi\u00e1 v\u00e0 \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean, nh\u1eb1m th\u01b0\u1eddng xuy\u00ean b\u1ed3i d\u01b0\u1ee1ng c\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 m\u1ed9t trong c\u00e1c y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, v\u00e0 k\u1ebft qu\u1ea3 kinh doanh c\u1ee7a doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

      Xem th\u00eam:<\/strong><\/em><\/p>\n

      X\u1eed l\u00fd t\u00ecnh hu\u1ed1ng khi g\u1eb7p kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh \u0111\u1ea7y thuy\u1ebft ph\u1ee5c<\/strong><\/em><\/p>\n

      B\u00ed quy\u1ebft x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng<\/strong><\/em><\/p>\n

      \u1ee8ng x\u1eed khi kh\u00e1ch h\u00e0ng tr\u00ec ho\u00e3n mua h\u00e0ng \u2013 ngh\u1ec7 thu\u1eadt giao ti\u1ebfp d\u00e2n sale c\u1ea7n bi\u1ebft<\/strong><\/em><\/p>\n

      C\u00e1ch \u1ee9ng x\u1eed khi g\u1eb7p t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef<\/strong><\/em><\/p>\n

      C\u00e1ch t\u1eeb ch\u1ed1i kh\u00e1ch h\u00e0ng kh\u00e9o l\u00e9o \u2013 ngh\u1ec7 thu\u1eadt giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng<\/strong><\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Theo nghi\u00ean c\u1ee9u t\u1eeb McKinsey & Company, 70% tr\u1ea3i nghi\u1ec7m mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u01b0\u1ee3c d\u1ef1a tr\u00ean c\u1ea3m nh\u1eadn v\u1ec1 c\u00e1ch m\u00e0 h\u1ecd \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed. Do \u0111\u00f3, \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t, c\u00e1c doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng \u0111\u00e0o t\u1ea1o c\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho nh\u00e2n vi\u00ean. Theo kh\u1ea3o s\u00e1t, 83% \u0111\u1ed9i ng\u0169 chuy\u00ean nghi\u1ec7p cho bi\u1ebft sau khi \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o v\u1ec1 c\u00e1c k\u1ef9 n\u0103ng b\u00e1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, h\u1ecd \u0111\u00e3 tr\u1edf n\u00ean c\u00f3 tr\u00e1ch nhi\u1ec7m v\u00e0 t\u1ef1 tin h\u01a1n. V\u1eady ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ea7n k\u1ef9 n\u0103ng g\u00ec? H\u00e3y c\u00f9ng Masterskills t\u00ecm hi\u1ec3u qua b\u00e0i vi\u1ebft n\u00e0y.<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51634"}],"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=51634"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51634\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51634"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51634"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51634"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}