{"id":52124,"date":"2023-12-20T02:21:50","date_gmt":"2023-12-19T19:21:50","guid":{"rendered":"https:\/\/masterskills.org\/blog\/vai-tro-cua-chat-luong-dich-vu-khach-hang-voi-su-phat-trien-cua-doanh-nghiep.html"},"modified":"2023-12-20T02:21:50","modified_gmt":"2023-12-19T19:21:50","slug":"vai-tro-cua-chat-luong-dich-vu-khach-hang-voi-su-phat-trien-cua-doanh-nghiep","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/vai-tro-cua-chat-luong-dich-vu-khach-hang-voi-su-phat-trien-cua-doanh-nghiep.html","title":{"rendered":"Vai tr\u00f2 c\u1ee7a ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p?"},"content":{"rendered":"
Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t quy\u1ebft \u0111\u1ecbnh t\u1edbi hi\u1ec7u qu\u1ea3\u00a0kinh doanh c\u1ee7a\u00a0m\u1ed7i doanh nghi\u1ec7p. Kh\u00f4ng ch\u1ec9 \u1edf Vi\u1ec7t Nam, m\u00e0 t\u1ea5t c\u1ea3 c\u00e1c doanh nghi\u1ec7p tr\u00ean th\u1ebf gi\u1edbi \u0111\u1ec1u t\u1eadp trung ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. B\u1edfi \u0111i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap x\u00e2y d\u1ef1ng h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u chuy\u00ean nghi\u1ec7p m\u00e0 c\u00f2n tr\u1ef1c ti\u1ebfp l\u00e0m gia t\u0103ng doanh thu t\u1eeb kh\u00e1ch h\u00e0ng.\u00a0<\/strong><\/p>\n

M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Gartner ch\u1ec9 ra r\u1eb1ng, c\u00f3 t\u1edbi 89% doanh nghi\u1ec7p c\u1ea1nh tranh b\u1eb1ng vi\u1ec7c t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t. Kh\u00e1ch h\u00e0ng l\u00e0 c\u1ed1t l\u00f5i c\u1ee7a m\u1ed7i doanh nghi\u1ec7p, kh\u00f4ng c\u00f3 kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p s\u1ebd kh\u00f4ng th\u1ec3 ph\u00e1t tri\u1ec3n. \u0110\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, x\u00e2y d\u1ef1ng ni\u1ec1m tin t\u1ea1o ra kh\u00e1ch h\u00e0ng trung th\u00e0nh th\u00ec ngo\u00e0i vi\u1ec7c t\u1ea1o ra s\u1ea3n ph\u1ea9m ch\u1ea5t l\u01b0\u1ee3ng th\u00ec vi\u1ec7c ch\u00fa tr\u1ecdng t\u1edbi ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u0169ng r\u1ea5t quan tr\u1ecdng.\u00a0<\/span><\/p>\n

V\u00ec sao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u1ea1i quan tr\u1ecdng?\u00a0<\/b><\/h2>\n

Th\u1eed t\u01b0\u1edfng t\u01b0\u1ee3ng b\u1ea1n l\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng, b\u1ea1n quan t\u00e2m t\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m nh\u01b0ng l\u1ea1i ch\u01b0a th\u1eadt s\u1ef1 hi\u1ec3u v\u1ec1 s\u1ea3n ph\u1ea9m. L\u00fac n\u00e0y, b\u1ea1n li\u00ean h\u1ec7 t\u1edbi nh\u00e0 cung c\u1ea5p v\u00e0 \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 gi\u1ea3i \u0111\u00e1p m\u1ecdi th\u00f4ng tin. Th\u1eadm ch\u00ed sau khi \u0111\u00e3 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, b\u1ea1n th\u01b0\u1eddng xuy\u00ean \u0111\u01b0\u1ee3c nh\u00e0 cung c\u1ea5p g\u1ecdi \u0111i\u1ec7n h\u1ecfi v\u1ec1 c\u1ea3m nh\u1eadn v\u00e0 g\u1eedi nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i kh\u00e1c. B\u1ea1n c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u00e0 s\u1eb5n s\u00e0ng quay tr\u1edf l\u1ea1i ti\u1ebfp t\u1ee5c d\u00f9ng s\u1ea3n ph\u1ea9m. \u0110i\u1ec1u \u0111\u00f3 cho th\u1ea5y ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t \u0111\u1ec3 b\u1ea1n trung th\u00e0nh v\u1edbi s\u1ea3n ph\u1ea9m.\u00a0<\/span><\/p>\n

\"Ch\u1ea5t<\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ea1o n\u00ean uy t\u00edn doanh nghi\u1ec7p<\/p>\n<\/div>\n

Th\u1ef1c t\u1ebf kh\u1ea3o s\u00e1t, tr\u00ean to\u00e0n c\u1ea7u, c\u00f3 t\u1edbi 80% kh\u00e1ch h\u00e0ng quan t\u00e2m t\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m. Trong \u0111\u00f3:\u00a0<\/span><\/p>\n

    \n
  • 95%<\/strong> kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng chi tr\u1ea3 nhi\u1ec1u h\u01a1n n\u1ebfu c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t.\u00a0<\/span><\/li>\n
  • 55%<\/strong> ng\u01b0\u1eddi ti\u00eau d\u00f9ng s\u1ebd trung th\u00e0nh h\u01a1n n\u1ebfu ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t<\/span><\/li>\n
  • 47%<\/strong> kh\u00e1ch h\u00e0ng tr\u1edf k\u00eanh truy\u1ec1n th\u00f4ng hi\u1ec7u qu\u1ea3 b\u1eb1ng vi\u1ec7c gi\u1edbi thi\u1ec7u t\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c.\u00a0<\/span><\/li>\n
  • 26%<\/strong> s\u1ebd s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty th\u01b0\u1eddng xuy\u00ean h\u01a1n c\u0169ng nh\u01b0 chi ti\u00eau nhi\u1ec1u h\u01a1n<\/span><\/li>\n
  • 50%<\/strong> kh\u00e1ch h\u00e0ng s\u1ebd quy\u1ebft \u0111\u1ecbnh r\u1eddi b\u1ecf b\u1ea1n n\u1ebfu d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng t\u1ed1t.<\/li>\n<\/ul>\n

    Tr\u00ean th\u1ef1c t\u1ebf, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u0103ng doanh thu cao h\u01a1n th\u1ecb tr\u01b0\u1eddng t\u1eeb 4% \u0111\u1ebfn 8% khi \u01b0u ti\u00ean tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.\u00a0<\/span><\/p>\n

    Nh\u01b0 v\u1eady c\u00f3 th\u1ec3 th\u1ea5y, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng r\u1ea5t quan tr\u1ecdng v\u1edbi doanh nghi\u1ec7p. B\u1edfi quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ecb \u1ea3nh h\u01b0\u1edfng l\u1edbn b\u1edfi th\u00e1i \u0111\u1ed9 tr\u1ea3i nghi\u1ec7p c\u1ee7a h\u1ecd trong qu\u00e1 tr\u00ecnh t\u00ecm hi\u1ec3u v\u00e0 s\u1eed d\u1ee5ng.\u00a0H\u01a1n n\u1eefa,\u00a0s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd t\u1ea1o ra m\u1ed9t ngu\u1ed3n l\u1ee3i nhu\u1eadn b\u1ec1n v\u1eefng cho doanh nghi\u1ec7p ng\u00e0y c\u00e0ng ph\u00e1t tri\u1ec3n. B\u1edfi v\u1eady vi\u1ec7c x\u00e2y d\u1ef1ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t ch\u00ednh l\u00e0 \u201cch\u00eca kh\u00f3a\u201d t\u1ea1o d\u1ef1ng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a m\u1ed7i doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

    Nh\u1eefng y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t<\/b><\/h2>\n

    D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 c\u00e1ch m\u00e0 nh\u00e0 cung c\u1ea5p h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng trong m\u1ecdi tr\u01b0\u1eddng h\u1ee3p. \u0110i\u1ec1u n\u00e0y gi\u00fap kh\u00e1ch h\u00e0ng c\u00e0ng th\u00eam tin d\u00f9ng v\u00e0 c\u00f3 kh\u1ea3 n\u0103ng s\u1ebd quay tr\u1edf l\u1ea1i ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng.\u00a0<\/span><\/p>\n

    C\u00f3 6 c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng: Th\u1ea5t v\u1ecdng \u2013 c\u01a1 b\u1ea3n \u2013 mong \u0111\u1ee3i \u2013 mong \u01b0\u1edbc \u2013 ng\u1ea1c nhi\u00ean cho kh\u00e1ch h\u00e0ng \u2013 \u0111\u00e1ng kinh ng\u1ea1c<\/strong>. C\u1ea5p \u0111\u1ed9 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00e0ng cao th\u00ec cho th\u1ea5y doanh nghi\u1ec7p \u0111\u00f3 \u0111\u01b0\u1ee3c l\u00f2ng kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

    \"C\u00e1ch<\/p>\n

    C\u00e1ch x\u00e2y d\u1ef1ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t<\/p>\n<\/div>\n

    Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 t\u1ed1t hay kh\u00f4ng s\u1ebd ph\u1ee5 thu\u1ed9c v\u00e0o nhi\u1ec1u y\u1ebfu t\u1ed1 nh\u01b0:\u00a0<\/span><\/p>\n

      \n
    • \u0110\u00fang h\u1eb9n: <\/b>B\u00e0n giao s\u1ea3n ph\u1ea9m nhanh, \u0111\u00fang l\u1ecbch, kh\u00f4ng h\u1ee7y b\u1ecf s\u1ea3n ph\u1ea9m\u00a0<\/span><\/li>\n
    • L\u1ecbch s\u1ef1: <\/b>Th\u00e1i \u0111\u1ed9 v\u0103n minh, l\u1ecbch s\u1ef1 v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m t\u1ed1t v\u1edbi kh\u00e1ch h\u00e0ng. Tr\u00ean th\u1ef1c t\u1ebf, c\u00f3 kho\u1ea3ng 73% ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho bi\u1ebft m\u1ed9t trong nh\u1eefng l\u00fd do h\u1ecd l\u1ef1a ch\u1ecdn s\u1ea3n ph\u1ea9m do nh\u00e2n vi\u00ean CSKH c\u00f3 th\u00e1i \u0111\u1ed9 t\u1ed1t v\u1ec1 chuy\u00ean m\u00f4n v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/li>\n
    • T\u00ednh chuy\u00ean nghi\u1ec7p<\/b>: Chuy\u00ean nghi\u1ec7p l\u00e0 k\u1ef9 n\u0103ng c\u1ea7n c\u00f3 c\u1ee7a m\u1ed7i doanh nghi\u1ec7p \u0111\u1ec3 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ed1t nh\u1ea5t. Chuy\u00ean nghi\u1ec7p t\u1eeb c\u00e1ch t\u01b0 v\u1ea5n t\u1edbi t\u00e1c phong,\u2026<\/span><\/li>\n
    • C\u00e1 nh\u00e2n h\u00f3a: <\/b>H\u1ea7u h\u1ebft kh\u00e1ch h\u00e0ng \u0111\u1ec1u th\u00edch nh\u00e0 cung c\u1ea5p s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 bi\u1ebft t\u1edbi h\u1ecda \u1edf c\u1ea5p \u0111\u1ed9 c\u00e1 nh\u00e2n. B\u1edfi v\u1eady, g\u1ecdi \u0111\u01b0\u1ee3c t\u00ean kh\u00e1ch h\u00e0ng th\u01b0\u1eddng gi\u00fap c\u00f3 c\u00f3 thi\u1ec7n c\u1ea3m t\u1ed1t v\u00e0 n\u00e2ng cao hi\u1ec7u qu\u1ea3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh.\u00a0<\/span><\/li>\n
    • T\u00ednh nh\u1ea5t qu\u00e1n: <\/b>Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng c\u00f3 xu h\u01b0\u1edbng c\u00f3 thi\u1ec7n c\u1ea3m v\u1edbi tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 d\u1ec5 d\u00e0ng v\u00e0 c\u00f3 t\u00ednh nh\u1ea5t qu\u00e1n, xuy\u00ean su\u1ed1t tr\u00ean m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c. H\u1ecd s\u1ebd c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng h\u01a1n n\u1ebfu trong h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u00f3 \u0111\u1ed3ng nh\u1ea5t v\u1ec1 th\u00f4ng tin s\u1ea3n ph\u1ea9m, k\u00eanh t\u01b0\u01a1ng t\u00e1c,\u2026<\/span><\/li>\n<\/ul>\n

      Tr\u00ean \u0111\u00e2y l\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 t\u1ea1o n\u00ean ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t. Doanh nghi\u1ec7p bi\u1ebft ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd tr\u1edf th\u00e0nh l\u1ee3i th\u1ebf t\u1ea1o \u0111\u00e0 c\u1ea1nh tranh m\u1ea1nh tr\u00ean th\u1ecb tr\u01b0\u1eddng, t\u1ea1o ra ngu\u1ed3n l\u1ee3i l\u1edbn t\u1eeb kh\u00e1ch h\u00e0ng trung thanh. Ng\u01b0\u1ee3c l\u1ea1i n\u1ebfu th\u01b0\u1eddng xuy\u00ean ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng ch\u1eadm, k\u00e9m l\u1ecbch s\u1ef1, chuy\u00ean nghi\u1ec7p,\u2026 khi\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng t\u1ed1t s\u1ebd \u1ea3nh h\u01b0\u1edfng r\u1ea5t l\u1edbn t\u1edbi ho\u1ea1t \u0111\u1ed9ng kinh doanh, bu\u00f4n b\u00e1n.\u00a0<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t quy\u1ebft \u0111\u1ecbnh t\u1edbi hi\u1ec7u qu\u1ea3\u00a0kinh doanh c\u1ee7a\u00a0m\u1ed7i doanh nghi\u1ec7p. Kh\u00f4ng ch\u1ec9 \u1edf Vi\u1ec7t Nam, m\u00e0 t\u1ea5t c\u1ea3 c\u00e1c doanh nghi\u1ec7p tr\u00ean th\u1ebf gi\u1edbi \u0111\u1ec1u t\u1eadp trung ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. B\u1edfi \u0111i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap x\u00e2y d\u1ef1ng h\u00ecnh \u1ea3nh th\u01b0\u01a1ng […]<\/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\/52124"}],"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=52124"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52124\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52124"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52124"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52124"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}