{"id":52505,"date":"2023-12-20T03:55:47","date_gmt":"2023-12-19T20:55:47","guid":{"rendered":"https:\/\/masterskills.org\/blog\/dieu-gi-khien-dich-vu-khach-hang-tro-nen-tuyet-voi-phan-2.html"},"modified":"2023-12-20T03:55:47","modified_gmt":"2023-12-19T20:55:47","slug":"dieu-gi-khien-dich-vu-khach-hang-tro-nen-tuyet-voi-phan-2","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/dieu-gi-khien-dich-vu-khach-hang-tro-nen-tuyet-voi-phan-2.html","title":{"rendered":"\u0110i\u1ec1u g\u00ec khi\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean tuy\u1ec7t v\u1eddi? \u2013 Ph\u1ea7n 2"},"content":{"rendered":"<div id=\"test\">Ti\u1ebfp theo ph\u1ea7n 1 c\u1ee7a chu\u1ed7i b\u00e0i vi\u1ebft, trong ph\u1ea7n 2 n\u00e0y ch\u00fang ta s\u1ebd c\u00f9ng th\u1ea3o lu\u1eadn v\u1ec1 nh\u1eefng y\u1ebfu t\u1ed1 kh\u00f4ng k\u00e9m ph\u1ea7n quan tr\u1ecdng trong vi\u1ec7c t\u1ea1o n\u00ean m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u v\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ed9c \u0111\u00e1o, s\u00e1ng t\u1ea1o v\u00e0 lu\u00f4n \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng nh\u1edb \u0111\u1ebfn \u0111\u1ea7u ti\u00ean.<\/p>\n<ul>\n<li><strong><em>Ph\u1ea7n 1:\u00a0Th\u1ebf n\u00e0o l\u00e0 d\u1ecbch v\u1ee5 t\u1ed1t, khi\u1ebfn m\u1ecdi kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng?<\/em><\/strong><\/li>\n<li><strong><em>Ph\u1ea7n 2:\u00a0\u0110i\u1ec1u g\u00ec khi\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean tuy\u1ec7t v\u1eddi?<\/em><\/strong><\/li>\n<\/ul>\n<div id=\"attachment_18441\" style=\"width: 810px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-18441 size-full\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/giao-tiep-voi-khach-hang.jpg\" alt=\"Giao ti\u1ebfp hi\u1ec7u qu\u1ea3 \u0111\u1ec3 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng nhanh nh\u1ea5t\" width=\"800\" height=\"356\" title=\"giao-tiep-voi-khach-hang\"><\/p>\n<p class=\"wp-caption-text\">Giao ti\u1ebfp hi\u1ec7u qu\u1ea3 \u0111\u1ec3 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng nhanh nh\u1ea5t<\/p>\n<\/div>\n<h2 id=\"1-7-giao-tiep-voi-khach-hang\">7. Giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng<\/h2>\n<p>Theo ngh\u0129a chung nh\u1ea5t l\u00e0 giao ti\u1ebfp m\u00f4 t\u1ea3 vi\u1ec7c chuy\u1ec3n t\u1ea3i th\u00f4ng tin gi\u1eefa nh\u00f3m c\u1ee7a b\u1ea1n v\u00e0 nh\u1eefng ng\u01b0\u1eddi m\u00e0 b\u1ea1n ph\u1ee5c v\u1ee5.<\/p>\n<p>Trong m\u1ed9t nghi\u00ean c\u1ee9u g\u1ea7n \u0111\u00e2y tr\u00ean quy m\u00f4 g\u1ea7n 1.000 c\u00f4ng ty nh\u1ecf, v\u1eeba v\u00e0 l\u1edbn tr\u00ean to\u00e0n c\u1ea7u \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1edfi SuperScript \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng:<\/p>\n<ul>\n<li style=\"font-weight: 400\">62% kh\u00f4ng tr\u1ea3 l\u1eddi email d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng;<\/li>\n<li style=\"font-weight: 400\">90% kh\u00f4ng th\u1eeba nh\u1eadn \u0111\u00e3 nh\u1eadn \u0111\u01b0\u1ee3c email kh\u00e1ch h\u00e0ng g\u1eedi t\u1edbi;<\/li>\n<li style=\"font-weight: 400\">97% kh\u00f4ng ti\u1ebfp t\u1ee5c theo d\u00f5i kh\u00e1ch h\u00e0ng sau email \u0111\u1ea7u ti\u00ean<\/li>\n<\/ul>\n<p>Tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, c\u00e1c th\u01b0\u01a1ng hi\u1ec7u d\u01b0\u1eddng nh\u01b0 n\u0103ng \u0111\u1ed9ng h\u01a1n nh\u01b0ng v\u1eabn c\u00f3 t\u1edbi 55% y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 d\u1ecbch v\u1ee5 tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i kh\u00f4ng \u0111\u01b0\u1ee3c gi\u1ea3i \u0111\u00e1p.<\/p>\n<p>Trong khi \u0111\u00f3, khi ti\u1ebfp c\u1eadn qua c\u00e1c trang m\u1ea1ng x\u00e3 h\u1ed9i, k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 r\u1ea5t cao. M\u1ed9t kh\u1ea3o s\u00e1t c\u1ee7a The Social Habit \u0111\u00e3 cho th\u1ea5y, 32% ng\u01b0\u1eddi d\u00f9ng m\u1ea1ng x\u00e3 h\u1ed9i mong nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i trong v\u00f2ng 30 ph\u00fat v\u00e0 42% mu\u1ed1n \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i trong 60 ph\u00fat. \u0110\u1eb7c bi\u1ec7t, kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f3 ch\u1ecbu khi ph\u1ea3i ch\u1edd \u0111\u1ee3i d\u00f9 \u0111\u00f3 l\u00e0 ban \u0111\u00eam hay cu\u1ed1i tu\u1ea7n v\u00e0 57% mu\u1ed1n th\u1eddi gian ph\u1ea3n h\u1ed3i ban \u0111\u00eam v\u00e0 cu\u1ed1i tu\u1ea7n nh\u01b0 trong gi\u1edd l\u00e0m vi\u1ec7c.<\/p>\n<p>Kh\u00f4ng nh\u1eefng th\u1ebf, vi\u1ec7c th\u00f4ng b\u00e1o t\u1edbi t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng v\u1ec1 b\u1ea5t k\u1ef3 c\u1ea3i ti\u1ebfn ho\u1eb7c thay \u0111\u1ed5i n\u00e0o c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u0169ng n\u00ean \u0111\u01b0\u1ee3c \u01b0u ti\u00ean \u0111\u1ec3 h\u1ecd kh\u00f4ng b\u1ecb \u0111\u1ed9ng n\u1ebfu nh\u01b0 c\u00f3 t\u00ecnh hu\u1ed1ng ph\u00e1t sinh.<\/p>\n<p>V\u00ec l\u1ebd \u0111\u00f3, \u0111\u1ec3 c\u00f3 th\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t, doanh nghi\u1ec7p n\u00ean c\u00f3 m\u1ed9t s\u1ef1 ph\u00e2n lu\u1ed3ng v\u1ec1 c\u00e1c t\u00ecnh hu\u1ed1ng, nh\u00e2n s\u1ef1 v\u00e0 th\u1eddi gian ph\u1ea3n h\u1ed3i \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c s\u1ef1 k\u1ebft n\u1ed1i t\u1ed1t nh\u1ea5t v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<p>B\u1edfi, kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng bi\u1ebft \u0111\u01b0\u1ee3c c\u00e2u chuy\u1ec7n ph\u00eda sau h\u1eadu tr\u01b0\u1eddng c\u1ee7a b\u1ea1n l\u00e0 th\u1ebf n\u00e0o, b\u1ea1n h\u00f4m nay g\u1eb7p v\u1ea5n \u0111\u1ec1 g\u00ec v\u1ec1 s\u1ee9c kho\u1ebb hay m\u1edbi chia tay ng\u01b0\u1eddi y\u00eau, v.v m\u00e0 h\u1ecd ch\u1ec9 quan t\u00e2m v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft ra sao, tr\u1ea3i nghi\u1ec7m v\u1edbi th\u01b0\u01a1ng hi\u1ec7u l\u00e0 th\u1ebf n\u00e0o.<\/p>\n<div id=\"attachment_18439\" style=\"width: 810px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-18439\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/quy-trinh-ho-tro-khach-hang-1.jpg\" alt=\"M\u1ed9t v\u00ed d\u1ee5 v\u1ec1 k\u1ecbch b\u1ea3n h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng\" width=\"800\" height=\"473\" title=\"quy-trinh-ho-tro-khach-hang-1\"><\/p>\n<p class=\"wp-caption-text\">M\u1ed9t v\u00ed d\u1ee5 v\u1ec1 k\u1ecbch b\u1ea3n h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n<h2 id=\"2-8-len-kich-ban-ho-tro\">8. L\u00ean k\u1ecbch b\u1ea3n h\u1ed7 tr\u1ee3<\/h2>\n<p>\u0110\u1ec3 giao ti\u1ebfp \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c \u0111\u1ebfn m\u1ed1i quan h\u1ec7 c\u1ee7a b\u1ea1n v\u1edbi kh\u00e1ch h\u00e0ng, n\u00f3 ph\u1ea3i c\u00f3 m\u1ee5c \u0111\u00edch. Cho d\u00f9 l\u00e0 gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc, ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1edbi hay follow kh\u00e1ch h\u00e0ng, h\u00e3y l\u00ean k\u1ecbch b\u1ea3n cho m\u1ecdi cu\u1ed9c h\u1ed9i tho\u1ea1i theo ba b\u01b0\u1edbc c\u01a1 b\u1ea3n d\u01b0\u1edbi \u0111\u00e2y:<\/p>\n<p><strong>(1) \u0110\u1eb7t m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng<\/strong><\/p>\n<p>V\u1ea5n \u0111\u1ec1 c\u00f3 ph\u1ea3i l\u00e0 \u2026. S\u1eeda n\u00f3 s\u1ebd d\u1eabn t\u1edbi vi\u1ec7c\u2026 T\u00f4i hi\u1ec3u nh\u01b0 th\u1ebf n\u00e0y \u0111\u00e3 \u0111\u00fang ch\u01b0a?<\/p>\n<p><strong>(2) T\u1ea1o k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng<\/strong><\/p>\n<p>\u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, ch\u00fang t\u00f4i s\u1ebd c\u1ea7n th\u1ef1c hi\u1ec7n \u2026 b\u01b0\u1edbc:<\/p>\n<ul>\n<li style=\"font-weight: 400\">B\u01b0\u1edbc 1<\/li>\n<li style=\"font-weight: 400\">B\u01b0\u1edbc 2<\/li>\n<li style=\"font-weight: 400\">B\u01b0\u1edbc 3<\/li>\n<li style=\"font-weight: 400\">\u2026<\/li>\n<\/ul>\n<p><strong>(3) X\u00e1c \u0111\u1ecbnh ai s\u1ebd l\u00e0m g\u00ec? L\u00e0m khi n\u00e0o?<\/strong><\/p>\n<p>B\u01b0\u1edbc ti\u1ebfp theo c\u1ee7a t\u00f4i s\u1ebd l\u00e0 \u2026.tr\u01b0\u1edbc ..(ng\u00e0y).. v\u00e0 ki\u1ec3m tra l\u1ea1i v\u00e0o ..(ng\u00e0y)\u2026<\/p>\n<p>Th\u00f4ng th\u01b0\u1eddng, m\u1ee5c ti\u00eau s\u1ebd xoay quanh vi\u1ec7c gi\u1ea3m b\u1edbt m\u1ed9t \u0111i\u1ec3m \u0111au ho\u1eb7c ch\u01b0\u1edbng ng\u1ea1i v\u1eadt nh\u1ea5t \u0111\u1ecbnh. \u0110\u1eb7c bi\u1ec7t l\u00e0 trong c\u00e1c thi\u1ebft l\u1eadp ph\u1ea3n \u1ee9ng, vi\u1ec7c l\u00e0m r\u00f5 m\u1ee5c ti\u00eau, l\u00ean c\u00e1c k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 c\u00f3 t\u00ednh tu\u1ea7n t\u1ef1, theo th\u1eddi gian, \u0111\u01b0\u1ee3c \u0111\u00e1nh s\u1ed1 thay v\u00ec gi\u1ea3 \u0111\u1ecbnh s\u1ebd gi\u00fap r\u00fat ng\u1eafn th\u1eddi gian ph\u1ea3n h\u1ed3i c\u0169ng nh\u01b0 d\u1ec5 d\u00e0ng \u0111\u01b0a ra gi\u1ea3i ph\u00e1p hi\u1ec7u qu\u1ea3.<\/p>\n<div id=\"attachment_18442\" style=\"width: 810px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-18442\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/ca-nha-hoa-trai-nghiem-khach-hang.jpg\" alt=\"C\u00e1 nh\u00e2n ho\u00e1 kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 nh\u1eefng h\u1ed7 tr\u1ee3 ph\u00f9 h\u1ee3p\" width=\"800\" height=\"393\" title=\"ca-nha-hoa-trai-nghiem-khach-hang\"><\/p>\n<p class=\"wp-caption-text\">C\u00e1 nh\u00e2n ho\u00e1 kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 nh\u1eefng h\u1ed7 tr\u1ee3 ph\u00f9 h\u1ee3p<\/p>\n<\/div>\n<h2 id=\"3-9-ca-nhan-hoa\">9. C\u00e1 nh\u00e2n h\u00f3a<\/h2>\n<p>Ch\u00fang ta \u0111\u00e3 n\u00f3i kh\u00e1 nhi\u1ec1u v\u1ec1 t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c ph\u1ee5c v\u1ee5 t\u1eebng c\u00e1 nh\u00e2n thay v\u00ec \u0111\u00e1nh \u0111\u1ed3ng t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng ho\u1eb7c cho r\u1eb1ng h\u1ecd c\u0169ng hi\u1ec3u s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 nh\u01b0 b\u1ea1n. Trong b\u00e0i vi\u1ebft n\u00e0y, h\u00e3y \u0111\u1ec3 \u00fd t\u1edbi m\u1ed9t g\u00f3c nh\u00ecn kh\u00e1c: m\u1ed7i ng\u01b0\u1eddi \u0111\u1ec1u thay \u0111\u1ed5i theo th\u1eddi gian. Ng\u01b0\u1eddi b\u1ea1n ph\u1ee5c v\u1ee5 tu\u1ea7n tr\u01b0\u1edbc, s\u1ebd l\u00e0 m\u1ed9t ng\u01b0\u1eddi ho\u00e0n to\u00e0n kh\u00e1c khi b\u1ea1n ph\u1ee5c v\u1ee5 v\u00e0o tu\u1ea7n t\u1edbi.<\/p>\n<p>V\u00ec v\u1eady, \u0111\u1ec3 m\u1ed7i cu\u1ed9c tr\u00f2 chuy\u1ec7n tr\u1edf th\u00e0nh m\u1ed9t tr\u1ea3i nghi\u1ec7m \u0111\u1ed9c \u0111\u00e1o khi\u1ebfn kh\u00e1ch h\u00e0ng nh\u1edb m\u00e3i, h\u00e3y c\u00e1 nh\u00e2n h\u00f3a b\u1eb1ng nh\u1eefng h\u00e0nh \u0111\u1ed9ng th\u00f4ng th\u01b0\u1eddng m\u00e0 ch\u00fang ta th\u01b0\u1eddng b\u1ecf qua:<\/p>\n<ul>\n<li style=\"font-weight: 400\">G\u1ecdi t\u00ean kh\u00e1ch h\u00e0ng v\u00e0 nh\u1edb ph\u00e1t \u00e2m ch\u00ednh x\u00e1c<\/li>\n<li style=\"font-weight: 400\">Tr\u1ea3 l\u1eddi c\u00e1c y\u00eau c\u1ea7u th\u00f4ng qua c\u00e1c k\u00eanh h\u1ecd \u0111\u00e3 li\u00ean h\u1ec7 v\u1edbi b\u1ea1n<\/li>\n<li style=\"font-weight: 400\">Ghi l\u1ea1i c\u00e1c v\u1ea5n \u0111\u1ec1 trong qu\u00e1 kh\u1ee9\/ hi\u1ec7n t\u1ea1i m\u00e0 h\u1ecd \u0111\u00e3 g\u1eb7p ph\u1ea3i \u0111\u1ec3 b\u1ea5t c\u1ee9 nh\u00e2n vi\u00ean n\u00e0o c\u0169ng c\u00f3 th\u1ec3 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c thay v\u00ec b\u1eaft h\u1ecd ph\u1ea3i l\u1eb7p \u0111i l\u1eb7p l\u1ea1i v\u1ea5n \u0111\u1ec1<\/li>\n<\/ul>\n<p>\u0110\u01b0\u01a1ng nhi\u00ean, b\u1ea1n s\u1ebd ti\u1ebfp t\u1ee5c l\u01b0\u1ee3m l\u1eb7t th\u00eam th\u00f4ng tin v\u1ec1 m\u1ed9t kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3 khi t\u01b0\u01a1ng t\u00e1c v\u1edbi h\u1ecd v\u00e0 nh\u1edb \u0111\u1ec3 l\u1ea1i \u0111\u1ec3 th\u00f4ng b\u00e1o cho nh\u1eefng ng\u01b0\u1eddi s\u1ebd h\u1ed7 tr\u1ee3 trong t\u01b0\u01a1ng lai.<\/p>\n<p>\u0110\u1ed3ng th\u1eddi c\u0169ng n\u00ean l\u01b0u \u00fd t\u1edbi t\u00ecnh hu\u1ed1ng s\u1ebd c\u00f3 r\u1ea5t nhi\u1ec1u thay \u0111\u1ed5i \u0111\u00e3 x\u1ea3y ra trong cu\u1ed9c s\u1ed1ng c\u1ee7a kh\u00e1ch h\u00e0ng k\u1ec3 t\u1eeb l\u1ea7n cu\u1ed1i b\u1ea1n t\u01b0\u01a1ng t\u00e1c v\u1edbi h\u1ecd d\u1eabn \u0111\u1ebfn nhu c\u1ea7u, m\u1ee5c ti\u00eau v\u00e0 s\u1edf th\u00edch c\u1ee7a h\u1ecd thay \u0111\u1ed5i. \u0110\u1ed3ng th\u1eddi, b\u1ea1n ph\u1ea3i x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c nh\u1eefng g\u00ec h\u1ecd \u0111ang t\u00ecm ki\u1ebfm t\u1ea1i th\u1eddi \u0111i\u1ec3m li\u00ean h\u1ec7 n\u1ebfu kh\u00f4ng s\u1ebd kh\u00f3 c\u00f3 th\u1ec3 ph\u1ee5c v\u1ee5 h\u1ecd nh\u01b0 tr\u01b0\u1edbc \u0111\u00e2y.<\/p>\n<div id=\"attachment_18438\" style=\"width: 810px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-18438\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/ho-tro-khach-hang-2.jpg\" alt=\"T\u1eadn t\u00e2m, chu \u0111\u00e1o \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng\" width=\"800\" height=\"480\" title=\"ho-tro-khach-hang-2\"><\/p>\n<p class=\"wp-caption-text\">T\u1eadn t\u00e2m, chu \u0111\u00e1o \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n<h2 id=\"4-10-tan-tam\">10. T\u1eadn t\u00e2m<\/h2>\n<p>Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n kh\u00f4ng t\u1ed3n t\u1ea1i \u0111\u1ec3 ki\u1ebfm ti\u1ec1n m\u00e0 n\u00f3 t\u1ed3n t\u1ea1i \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 ch\u00ednh kh\u00e1ch h\u00e0ng s\u1ebd chi tr\u1ea3 cho c\u00e1c d\u1ecbch v\u1ee5 m\u00e0 b\u1ea1n \u0111\u00e3 h\u1ee9a s\u1ebd cung c\u1ea5p. Do \u0111\u00f3, t\u1eadn t\u00e2m s\u1ebd l\u00e0m n\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t v\u00e0 c\u0169ng l\u00e0 \u0111i\u1ec3m kh\u00e1c bi\u1ec7t c\u1ee7a c\u00e1c c\u00f4ng ty \u0111\u1eb7c bi\u1ec7t l\u1edbn. T\u1ea1i sao?<\/p>\n<p>B\u1edfi v\u00ec kh\u00f4ng th\u1ec3 c\u00f3 m\u1ed9t n\u1eeda bi\u1ec7n ph\u00e1p n\u00e0o \u0111\u1ee7 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng bi\u1ebft c\u00e1ch tr\u00edch xu\u1ea5t gi\u00e1 tr\u1ecb m\u00e0 h\u1ecd \u0111ang t\u00ecm ki\u1ebfm t\u1eeb d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n.<\/p>\n<p>\u0110\u00e2y l\u00e0 l\u00fd do t\u1ea1i sao c\u00e1c t\u1ed5 ch\u1ee9c t\u1ed1t nh\u1ea5t cung c\u1ea5p h\u00e0ng lo\u1ea1t gi\u00e1 tr\u1ecb b\u1ed5 sung cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd d\u01b0\u1edbi d\u1ea1ng h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng v\u00e0 c\u00e1c \u0111\u1ecbnh d\u1ea1ng th\u00f4ng tin kh\u00e1c \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nhanh ch\u00f3ng ti\u1ebfp c\u1eadn m\u1ee5c ti\u00eau \u0111\u00e3 \u0111\u1ecbnh.<\/p>\n<p>C\u00e1c th\u01b0\u01a1ng hi\u1ec7u n\u1ed5i ti\u1ebfng v\u1edbi nh\u1eefng n\u1ed7 l\u1ef1c ph\u1ee5c v\u1ee5 bi\u1ebft r\u1eb1ng h\u1ecd kh\u00f4ng ch\u1ec9 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng, h\u1ecd ph\u1ee5c v\u1ee5 m\u1ecdi ng\u01b0\u1eddi. V\u00e0 \u0111\u1ed1i v\u1edbi c\u00e1c t\u1ed5 ch\u1ee9c n\u00e0y, v\u1ea5n \u0111\u1ec1 kh\u00f4ng ph\u1ea3i l\u00e0 l\u00e0m m\u1ecdi th\u1ee9 \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c kho\u1ea3n thanh to\u00e1n cho c\u00e1c d\u1ecbch v\u1ee5 m\u00e0 l\u00e0 cam k\u1ebft cao h\u01a1n v\u1ec1 vi\u1ec7c h\u1ecd c\u00f3 th\u1ef1c hi\u1ec7n \u0111\u01b0\u1ee3c l\u1eddi h\u1ee9a v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng hay kh\u00f4ng.<\/p>\n<h2 id=\"5-11-tang-truong\">11. T\u0103ng tr\u01b0\u1edfng<\/h2>\n<p>Th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed b\u00f9ng n\u1ed5 v\u00e0o n\u0103m 1999 c\u0169ng t\u1ea1o n\u00ean th\u00e0nh c\u00f4ng cho Zappos khi c\u00f4ng ty ch\u1ee7 y\u1ebfu t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ea1o ra l\u00e0n s\u00f3ng c\u00e1ch m\u1ea1ng h\u00f3a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n<p>Nh\u01b0ng Hsieh v\u00e0 c\u00f4ng ty \u0111\u00e3 kh\u00f4ng ng\u1ee7 qu\u00ean trong chi\u1ebfn th\u1eafng, thay v\u00e0o \u0111\u00f3, h\u1ecd ti\u1ebfp t\u1ee5c c\u1ea3i thi\u1ec7n d\u1ef1a tr\u00ean s\u1ef1 thay \u0111\u1ed5i v\u1ec1 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Hai th\u1eadp k\u1ef7 sau, Zappos v\u1eabn t\u1eadp trung v\u00e0o vi\u1ec7c mang \u0111\u1ebfn cho m\u1ecdi ng\u01b0\u1eddi nh\u1eefng g\u00ec h\u1ecd mu\u1ed1n v\u00e0 x\u1ee9ng \u0111\u00e1ng v\u1edbi ngay c\u1ea3 khi \u0111i\u1ec1u \u0111\u00f3 \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c t\u1ea1o ra nhi\u1ec1u xu h\u01b0\u1edbng m\u00e0 c\u00e1c c\u00f4ng ty l\u1edbn kh\u00e1c \u0111\u00e3 th\u1ea5t b\u1ea1i trong nhi\u1ec1u n\u0103m qua:<\/p>\n<ul>\n<li style=\"font-weight: 400\">Zappos kh\u00f4ng gi\u1edbi h\u1ea1n c\u00e1c phi\u00ean d\u1ef1a tr\u00ean th\u1eddi gian, thay v\u00e0o \u0111\u00f3, h\u1ecd t\u00ecm gi\u1ea3i ph\u00e1p t\u1ed1t nh\u1ea5t v\u00e0 s\u1eb5n c\u00f3 cho kh\u00e1ch h\u00e0ng<\/li>\n<li style=\"font-weight: 400\">C\u00e1c nh\u00f3m h\u1ed7 tr\u1ee3 v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a Zappos \u0111\u01b0\u1ee3c quy\u1ec1n t\u1ef1 ch\u1ee7 li\u00ean quan \u0111\u1ebfn c\u00e1ch h\u1ecd x\u1eed l\u00fd c\u00e1c cam k\u1ebft d\u1ecbch v\u1ee5<\/li>\n<li style=\"font-weight: 400\">Zappos cung c\u1ea5p ch\u00ednh s\u00e1ch ho\u00e0n tr\u1ea3 365 ng\u00e0y kh\u00f4ng r\u1ee7i ro trong th\u1eddi \u0111\u1ea1i m\u00e0 nhi\u1ec1u c\u00f4ng ty th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed \u0111ang th\u1eaft ch\u1eb7t ch\u00ednh s\u00e1ch do kh\u00e1ch h\u00e0ng tr\u1ea3 l\u1ea1i h\u00e0ng lo\u1ea1t<\/li>\n<\/ul>\n<p>V\u00e0 d\u1eef li\u1ec7u ch\u1ee9ng minh c\u00e1ch d\u1ecbch v\u1ee5 th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng<\/p>\n<ul>\n<li style=\"font-weight: 400\">86% kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng tr\u1ea3 nhi\u1ec1u h\u01a1n cho d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n;<\/li>\n<li style=\"font-weight: 400\">84% doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u0103ng doanh thu;<\/li>\n<li style=\"font-weight: 400\">74% ng\u01b0\u1eddi mua n\u00f3i r\u1eb1ng h\u1ecd \u0111\u00e3 chi ti\u00eau nhi\u1ec1u h\u01a1n cho m\u1ed9t c\u00f4ng ty v\u00ec tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c<\/li>\n<\/ul>\n<h2 id=\"6-dich-vu-khach-hang-tot-la-chua-du\">D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 ch\u01b0a \u0111\u1ee7<\/h2>\n<p>Ch\u00fang ta \u0111\u00e3 b\u1eaft \u0111\u1ea7u v\u1edbi m\u1ed9t c\u00e2u h\u1ecfi duy nh\u1ea5t: D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 g\u00ec?<\/p>\n<p>C\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi \u0111\u00f3 \u0111\u00e3 \u0111\u01b0\u1ee3c ch\u1ee9ng minh b\u1eb1ng d\u1eef li\u1ec7u qua 11 y\u1ebfu t\u1ed1 \u0111\u00e3 \u0111\u01b0\u1ee3c chia s\u1ebb \u1edf tr\u00ean. Tuy nhi\u00ean, \u0111\u1eebng l\u00e3ng qu\u00ean c\u00e1i \u0111\u00edch m\u00e0 ch\u00fang ta c\u1ea7n \u0111\u1ebfn. B\u1edfi, n\u1ebfu ch\u1ec9 cung c\u1ea5p d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t th\u00ec m\u1edbi ch\u1ec9 \u0111\u1ee7 \u0111\u1ec3 gi\u1eef cho c\u00f4ng ty c\u1ee7a b\u1ea1n ho\u1ea1t \u0111\u1ed9ng t\u1ed1t \u2013 nh\u01b0ng ch\u01b0a \u0111\u1ee7. Ch\u1ec9 b\u1eb1ng c\u00e1ch hi\u1ec3u kh\u00e1ch h\u00e0ng \u2013 nhu c\u1ea7u c\u1ee7a h\u1ecd s\u1ebd ph\u00e1t tri\u1ec3n nh\u01b0 th\u1ebf n\u00e0o h\u00f4m nay v\u00e0 ng\u00e0y mai v\u00e0 t\u00ecm ra c\u00e2u tr\u1ea3 l\u1eddi m\u1edbi c\u00f3 th\u1ec3 t\u00ecm ra tri\u1ebft l\u00fd h\u1ed7 tr\u1ee3 v\u01b0\u1ee3t tr\u00ean nh\u1eefng c\u00e1i \u201ct\u1ed1t\u201d \u0111\u1ec3 c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n v\u00e0 th\u00e0nh c\u00f4ng.<\/p>\n<p style=\"text-align: right\"><i>Theo Erika Trujillo \u2013\u00a0 Gi\u00e1m \u0111\u1ed1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a Groove<\/i><\/p>\n<p style=\"text-align: left\"><em>B\u00e0i li\u00ean quan:<\/em><\/p>\n<ul>\n<li><em>K\u1ef9 n\u0103ng thi\u1ebft y\u1ebfu trong D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u2013 Ph\u1ea7n 2<\/em><\/li>\n<li><em>\u0110\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u201cth\u1ef1c s\u1ef1\u201d<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Ti\u1ebfp theo ph\u1ea7n 1 c\u1ee7a chu\u1ed7i b\u00e0i vi\u1ebft, trong ph\u1ea7n 2 n\u00e0y ch\u00fang ta s\u1ebd c\u00f9ng th\u1ea3o lu\u1eadn v\u1ec1 nh\u1eefng y\u1ebfu t\u1ed1 kh\u00f4ng k\u00e9m ph\u1ea7n quan tr\u1ecdng trong vi\u1ec7c t\u1ea1o n\u00ean m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u v\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ed9c \u0111\u00e1o, s\u00e1ng t\u1ea1o v\u00e0 lu\u00f4n \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng nh\u1edb \u0111\u1ebfn \u0111\u1ea7u ti\u00ean. Ph\u1ea7n 1:\u00a0Th\u1ebf n\u00e0o [&hellip;]<\/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\/52505"}],"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=52505"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52505\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52505"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52505"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52505"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}