{"id":52510,"date":"2023-12-20T03:56:38","date_gmt":"2023-12-19T20:56:38","guid":{"rendered":"https:\/\/masterskills.org\/blog\/dieu-gi-khien-dich-vu-khach-hang-tro-nen-tuyet-voi-phan-1.html"},"modified":"2023-12-20T03:56:38","modified_gmt":"2023-12-19T20:56:38","slug":"dieu-gi-khien-dich-vu-khach-hang-tro-nen-tuyet-voi-phan-1","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/dieu-gi-khien-dich-vu-khach-hang-tro-nen-tuyet-voi-phan-1.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 1"},"content":{"rendered":"
\u1ede ph\u1ea7n \u0111\u1ea7u c\u1ee7a b\u00e0i vi\u1ebft ch\u00fang ta \u0111\u00e3 c\u00f9ng t\u00ecm hi\u1ec3u v\u1ec1 \u0111\u1ecbnh ngh\u0129a th\u1ebf n\u00e0o l\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t \u2013 v\u1ec1 m\u1eb7t l\u00fd thuy\u1ebft, tr\u00ean quan \u0111i\u1ec3m c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u c\u0169ng nh\u01b0 kh\u00e1ch h\u00e0ng. Trong ph\u1ea7n ti\u1ebfp theo n\u00e0y, h\u00e3y c\u00f9ng nhau \u0111i v\u00e0o th\u1ef1c t\u1ebf v\u00e0 c\u00f9ng th\u1ea3o lu\u1eadn xem nh\u1eefng y\u1ebfu t\u1ed1 n\u00e0o t\u1ea1o n\u00ean th\u00e0nh c\u00f4ng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng nh\u00e9!<\/p>\n

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><\/p>\n

\u00a0<\/p>\n

\"Quy\u1ebft<\/p>\n

Quy\u1ebft t\u00e2m h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh nh\u1ea5t<\/p>\n<\/div>\n

1. S\u1ef1 quy\u1ebft t\u00e2m<\/h2>\n

V\u01b0\u1ee3t xa t\u1ea5t c\u1ea3 c\u00e1c nghi\u00ean c\u1ee9u \u0111\u1ecbnh l\u01b0\u1ee3ng, \u0111\u1ecbnh t\u00ednh, mong mu\u1ed1n v\u00e0 quy\u1ebft t\u00e2m ch\u00ednh l\u00e0 y\u1ebfu t\u1ed1 n\u1ec1n t\u1ea3ng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o.<\/p>\n

B\u00e1o c\u00e1o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng to\u00e0n c\u1ea7u c\u1ee7a Microsoft, kh\u1ea3o s\u00e1t tr\u00ean 5.000 kh\u00e1ch h\u00e0ng v\u1ec1 y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng, h\u01a1n 30% s\u1ed1 ng\u01b0\u1eddi \u0111\u01b0\u1ee3c h\u1ecfi \u2013 tr\u00ean to\u00e0n c\u1ea7u v\u00e0 Hoa K\u1ef3 \u0111\u00e3 tr\u1ea3 l\u1eddi: v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong m\u1ed9t t\u01b0\u01a1ng t\u00e1c duy nh\u1ea5t (b\u1ea5t k\u1ec3 th\u1eddi gian l\u00e0 bao l\u00e2u). Tuy nhi\u00ean, n\u1ebfu ch\u1ec9 x\u00e9t ri\u00eang t\u1ea1i th\u1ecb tr\u01b0\u1eddng Hoa K\u1ef3 th\u00ec ki\u1ebfn th\u1ee9c c\u1ee7a nh\u00e2n vi\u00ean ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u1ea1i \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao h\u01a1n \u2013 v\u1edbi 39% kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn.<\/p>\n

Th\u1ebf nh\u01b0ng, trong m\u1ed9t nghi\u00ean c\u1ee9u t\u01b0\u01a1ng l\u1eadt l\u1ea1i v\u1ea5n \u0111\u1ec1 v\u1edbi c\u00e2u h\u1ecfi: \u0110i\u1ec1u g\u00ec khi\u1ebfn anh ch\u1ecb kh\u00f3 ch\u1ecbu nh\u1ea5t? th\u00ec hai c\u00e2u tr\u1ea3 l\u1eddi \u1edf tr\u00ean l\u1ea1i v\u00f4 c\u00f9ng th\u1ed1ng nh\u1ea5t: nh\u00e2n vi\u00ean ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng thi\u1ebfu ki\u1ebfn \u200b\u200bth\u1ee9c ho\u1eb7c k\u1ef9 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/p>\n

Tr\u1edb tr\u00eau thay, trong khi ph\u1ea7n l\u1edbn c\u00e1c c\u00f4ng ty (65%) tuy\u00ean b\u1ed1 cung c\u1ea5p c\u00e1c c\u00f4ng c\u1ee5 hi\u1ec7u qu\u1ea3 c\u00f9ng nh\u1eefng kho\u00e1 \u0111\u00e0o t\u1ea1o chuy\u00ean s\u00e2u cho c\u00e1c agent c\u1ee7a m\u00ecnh th\u00ec c\u00f3 t\u1edbi 42% agent v\u1eabn b\u00e1o c\u00e1o kh\u00f4ng th\u1ec3 gi\u1ea3i quy\u1ebft hi\u1ec7u qu\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng do:<\/p>\n

    \n
  • H\u1ec7 th\u1ed1ng b\u1ecb ng\u1eaft k\u1ebft n\u1ed1i<\/li>\n
  • Giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng l\u1ea1c h\u1eadu<\/li>\n
  • Qu\u00e1 t\u1ea3i c\u00e1c y\u00eau c\u1ea7u<\/li>\n<\/ul>\n

    2. Kh\u1ea3 n\u0103ng ki\u1ec3m so\u00e1t<\/h2>\n

    \u0110\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng h\u00e0ng \u0111\u1ea7u, b\u1ea1n c\u1ea7n hi\u1ec3u v\u00e0 ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c m\u1ecdi tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. \u0110\u00e2y ch\u1eafc ch\u1eafn kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t c\u00e1i c\u1edb \u0111\u1ec3 th\u1ef1c hi\u1ec7n h\u1ed7 tr\u1ee3 thi\u1ebfu linh ho\u1ea1t.<\/p>\n

    M\u1ecdi ng\u01b0\u1eddi t\u00ecm ki\u1ebfm s\u1ef1 h\u1ed7 tr\u1ee3 v\u00ec h\u1ecd \u0111\u00e3 m\u1ea5t quy\u1ec1n ki\u1ec3m so\u00e1t \u0111\u1ed1i v\u1edbi m\u1ed9t t\u00ecnh hu\u1ed1ng \u2013 h\u1ecd s\u1ee3 h\u00e3i, c\u1ea3m th\u1ea5y b\u1ecb m\u1eafc k\u1eb9t. V\u00e0 cho d\u00f9 ch\u1ec9 l\u00e0 m\u1ed9t b\u1ea5t ti\u1ec7n nh\u1ecf hay r\u00e0o c\u1ea3n l\u1edbn, th\u00ec \u0111\u00f3 c\u0169ng l\u00e0 m\u1ed9t v\u1ecb tr\u00ed d\u1ec5 b\u1ecb t\u1ed5n th\u01b0\u01a1ng, khi \u0111\u00f3, kh\u1ea3 n\u0103ng ki\u1ec3m so\u00e1t v\u1ea5n \u0111\u1ec1 c\u1ee7a agent s\u1ebd cung c\u1ea5p cho h\u1ecd m\u1ed9t t\u1ea5m ch\u1eafn an to\u00e0n v\u1ec1 c\u1ea3m x\u00fac.<\/p>\n

    Trong m\u1ed9t s\u1ed1 tr\u01b0\u1eddng h\u1ee3p, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 l\u00e0 n\u1eafm tay kh\u00e1ch h\u00e0ng v\u00e0 t\u1eebng b\u01b0\u1edbc c\u00f9ng h\u1ecd v\u01b0\u1ee3t qua \u0111i\u1ec3m \u0111au ho\u1eb7c l\u00f9i l\u1ea1i v\u00e0 \u0111\u1ec3 h\u1ecd n\u1eafm quy\u1ec1n (v\u1edbi m\u1ee9c \u0111\u1ed9 gi\u00e1m s\u00e1t l\u1edbn h\u01a1n ho\u1eb7c th\u1ea5p h\u01a1n). Nh\u01b0ng b\u1ea1n c\u0169ng ph\u1ea3i hi\u1ec3u r\u1eb1ng, kh\u00e1ch h\u00e0ng khi li\u00ean h\u1ec7 v\u1edbi b\u1ea1n \u0111\u00e3 r\u1ea5t b\u1ed1i r\u1ed1i, b\u1edfi:<\/p>\n

      \n
    • 73% mu\u1ed1n t\u1ef1 m\u00ecnh gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5;<\/li>\n
    • 64% c\u1ed1 g\u1eafng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc khi li\u00ean h\u1ec7 v\u1edbi ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng;<\/li>\n
    • 90% \u0111\u00e3 s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng t\u1ef1 ph\u1ee5c v\u1ee5 \u0111\u1ec3 t\u00ecm c\u00e2u tr\u1ea3 l\u1eddi<\/li>\n<\/ul>\n

      V\u00ec v\u1eady, trong v\u00e0i l\u1ea7n t\u01b0\u01a1ng t\u00e1c \u0111\u1ea7u ti\u00ean, h\u00e3y h\u01b0\u1edbng d\u1eabn th\u1eadt nh\u1eb9 nh\u00e0ng v\u00e0 chi ti\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng. H\u00e0nh \u0111\u1ed9ng t\u1ef1 tin, d\u1ef1 \u0111o\u00e1n nh\u1eefng r\u00e0o c\u1ea3n v\u00e0 \u0111i\u1ec1u ch\u1ec9nh ngay l\u1eadp t\u1ee9c \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01a1n tru nh\u1ea5t c\u00f3 th\u1ec3.<\/p>\n

      \"T\u0103ng<\/p>\n

      T\u0103ng t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng, \u0111\u1eb7c bi\u1ec7t trong nh\u1eefng t\u00ecnh hu\u1ed1ng \u01b0u ti\u00ean<\/p>\n<\/div>\n

      3. T\u1ed1c \u0111\u1ed9<\/h2>\n

      T\u1ed1c \u0111\u1ed9 l\u00e0 m\u1ed9t ch\u1ea5t l\u01b0\u1ee3ng s\u1eafc th\u00e1i khi n\u00f3i \u0111\u1ebfn ngh\u1ec1 d\u1ecbch v\u1ee5.<\/p>\n

      M\u1ed9t m\u1eb7t, th\u1eddi gian ph\u1ea3n h\u1ed3i \u0111\u1ea7u ti\u00ean, th\u1eddi gian ph\u1ea3n h\u1ed3i trung b\u00ecnh v\u00e0 th\u1eddi gian gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 trung b\u00ecnh l\u00e0 nh\u1eefng s\u1ed1 li\u1ec7u ch\u00ednh \u0111\u1ec3 b\u00e1o c\u00e1o. N\u1ebfu kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3\u00a0 \u0111\u01b0\u1ee3c cung c\u1ea5p nh\u1eefng g\u00ec b\u1ea1n h\u1ee9a, h\u1ecd s\u1ebd kh\u00f4ng vui.<\/p>\n

      M\u1eb7t kh\u00e1c, b\u1ea1n c\u00f3 n\u00ean hy sinh ch\u1ea5t l\u01b0\u1ee3ng cho t\u1ed1c \u0111\u1ed9 d\u1ecbch v\u1ee5? D\u00f9 sao \u0111i n\u1eefa, n\u1ebfu v\u1ea5n \u0111\u1ec1 kh\u00f4ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, kh\u00e1ch h\u00e0ng c\u0169ng s\u1ebd kh\u00f4ng quan t\u00e2m b\u1ea1n s\u1ebd quay l\u1ea1i v\u1edbi h\u1ecd nhanh nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n

      V\u00ec v\u1eady, h\u00e3y h\u1ecdc c\u00e1ch c\u00e2n b\u1eb1ng gi\u1eefa \u01b0u ti\u00ean t\u1ed1c \u0111\u1ed9 \u2013 theo k\u00eanh v\u00e0 m\u1ee9c \u0111\u1ed9 nghi\u00eam tr\u1ecdng c\u1ee7a t\u00ecnh hu\u1ed1ng v\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i. H\u1ea7u h\u1ebft ng\u01b0\u1eddi d\u00f9ng mong \u0111\u1ee3i th\u01b0\u01a1ng hi\u1ec7u x\u00e1c nh\u1eadn \u0111\u00e3 nh\u1eadn \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng trong v\u00f2ng 24 gi\u1edd sau khi g\u1eedi. Tuy nhi\u00ean, ph\u1ea3n h\u1ed3i s\u1edbm hay mu\u1ed9n (trong v\u00f2ng 24 gi\u1edd) n\u00ean \u0111\u01b0\u1ee3c thay \u0111\u1ed5i ph\u1ee5 thu\u1ed9c v\u00e0o k\u00eanh h\u1ecd \u0111ang li\u00ean h\u1ec7.<\/p>\n

      Th\u1ee9 t\u1ef1 c\u1ee7a s\u1ef1 mong \u0111\u1ee3i theo m\u1ee9c \u0111\u1ed9 gi\u1ea3m d\u1ea7n, t\u1eeb nhanh nh\u1ea5t \u0111\u1ebfn ch\u1eadm nh\u1ea5t c\u00f3 th\u1ec3 d\u1ef1 \u0111o\u00e1n \u0111\u01b0\u1ee3c:<\/p>\n

        \n
      • Livechat\u00a0<\/li>\n
      • \u0110i\u1ec7n tho\u1ea1i<\/li>\n
      • M\u1ea1ng x\u00e3 h\u1ed9i<\/li>\n
      • Email<\/li>\n<\/ul>\n

        Tuy nhi\u00ean, quan tr\u1ecdng h\u01a1n k\u00eanh h\u1ed7 tr\u1ee3 ph\u1ea3i l\u00e0 m\u1ee9c \u0111\u1ed9 nghi\u00eam tr\u1ecdng c\u1ee7a v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i.<\/p>\n

        M\u1ed7i \u0111\u1ed9i c\u1ea7n m\u1ed9t h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1, g\u1eafn nh\u00e3n v\u00e0 sau \u0111\u00f3 g\u1eedi tr\u1ef1c ti\u1ebfp \u0111\u1ebfn chuy\u00ean gia th\u00edch h\u1ee3p. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3 b\u1ea1n c\u1ea7n \u0111\u1ebfn y\u1ebfu t\u1ed1 ti\u1ebfp theo\u2026<\/p>\n

        \"Duy<\/p>\n

        Duy tr\u00ec m\u1ed9t s\u00e1ch h\u01b0\u1edbng d\u1eabn n\u1ed9i b\u1ed9 chi ti\u1ebft \u0111\u1ec3 c\u00f3 k\u1ecbch b\u1ea3n h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t, \u0111\u1eb7c bi\u1ec7t khi g\u1eb7p nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00f3<\/p>\n<\/div>\n

        4. X\u00e2y d\u1ef1ng c\u1ea5u tr\u00fac h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/h2>\n

        C\u1ea5u tr\u00fac \u0111\u1ec1 c\u1eadp \u0111\u1ebfn k\u1ebf ho\u1ea1ch chi ti\u1ebft m\u00e0 qua \u0111\u00f3 b\u1ea1n ti\u1ebfp c\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u00f3i chung c\u0169ng nh\u01b0 tr\u00ean c\u01a1 s\u1edf t\u1eebng tr\u01b0\u1eddng h\u1ee3p c\u1ee5 th\u1ec3. Ph\u00e1t tri\u1ec3n c\u1ea5u tr\u00fac bao qu\u00e1t \u0111\u1ea3m b\u1ea3o r\u1eb1ng b\u1ea1n s\u1ebd cung c\u1ea5p d\u1ecbch v\u1ee5 nh\u1ea5t qu\u00e1n \u1edf m\u1ee9c \u0111\u1ed9 cao nh\u1ea5t, tu\u1ef3 theo t\u1eebng b\u1ed1i c\u1ea3nh ri\u00eang l\u1ebb.<\/p>\n

        \u0110\u1ec3 l\u00e0m nh\u01b0 v\u1eady, c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o t\u1eadp h\u1ee3p xung quanh ba th\u00e0nh ph\u1ea7n:<\/p>\n

          \n
        • Duy tr\u00ec m\u1ed9t s\u00e1ch h\u01b0\u1edbng d\u1eabn n\u1ed9i b\u1ed9 chi ti\u1ebft<\/li>\n
        • S\u00e1t c\u00e1nh c\u00f9ng nh\u1eefng agent m\u1edbi<\/li>\n
        • L\u1ef1a ch\u1ecdn c\u00f4ng ngh\u1ec7 v\u00e0 c\u00f4ng c\u1ee5 ph\u00f9 h\u1ee3p<\/li>\n<\/ul>\n

          V\u1edbi hai y\u1ebfu t\u1ed1 \u0111\u1ea7u ti\u00ean, c\u1ea5u tr\u00fac n\u00ean ch\u1ec9 r\u00f5 c\u00e1ch b\u1ea1n th\u1ef1c s\u1ef1 tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng: gi\u1ecdng \u0111i\u1ec7u, phong c\u00e1ch, th\u00e1i \u0111\u1ed9, v.v. nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n

          Ch\u00eca kh\u00f3a th\u1ef1c s\u1ef1 l\u00e0 th\u00e0nh ph\u1ea7n th\u1ee9 ba: t\u00ecm ki\u1ebfm c\u00f4ng c\u1ee5 ph\u00f9 h\u1ee3p. \u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p \u0111ang ph\u00e1t tri\u1ec3n, kh\u00f4n ngoan nh\u1ea5t l\u00e0 t\u00ecm hi\u1ec3u v\u00e0 \u0111\u1ea7u t\u01b0 v\u00e0o ph\u1ea7n m\u1ec1m h\u1ed7 tr\u1ee3 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u. S\u1ebd c\u00f3 nh\u1eefng t\u00ecnh hu\u1ed1ng n\u1eb1m ngo\u00e0i k\u1ecbch b\u1ea3n nh\u01b0ng vi\u1ec7c ph\u00e1t tri\u1ec3n c\u1ea5u tr\u00fac v\u00e0 s\u1eafp x\u1ebfp n\u00f3 theo c\u00f4ng ngh\u1ec7 s\u1ebd \u0111\u1ea3m b\u1ea3o nh\u00f3m c\u1ee7a b\u1ea1n kh\u00f4ng bao gi\u1edd \u0111i qu\u00e1 xa c\u00e1c quy tr\u00ecnh \u0111\u00e3 \u0111\u01b0\u1ee3c ch\u1ee9ng minh trong qu\u00e1 kh\u1ee9.<\/p>\n

          \"T\u1eadn<\/p>\n

          T\u1eadn t\u00e2m h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng theo nhi\u1ec1u k\u00eanh<\/p>\n<\/div>\n

          5. Chu \u0111\u00e1o<\/h2>\n

          Vi\u1ec7c c\u1ee7ng c\u1ed1 c\u00e1c nghi ph\u1ea1m th\u00f4ng th\u01b0\u1eddng \u0111\u00f2i h\u1ecfi ph\u1ea3i suy ngh\u0129 tr\u01b0\u1edbc v\u1ec1 t\u1ef1 \u0111\u1ed9ng h\u00f3a: c\u1ee5 th\u1ec3 l\u00e0 c\u00e1c ph\u1ea3n h\u1ed3i m\u1eabu (m\u1eabu email c\u00f3 th\u1ec3 ch\u1ec9nh s\u1eeda) v\u00e0 c\u01a1 s\u1edf ki\u1ebfn \u200b\u200bth\u1ee9c th\u00e2n thi\u1ec7n v\u1edbi ng\u01b0\u1eddi d\u00f9ng cho ph\u1ea7n FAQ.<\/p>\n

          Th\u1eadt kh\u00f4ng may, kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 c\u00e1c y\u00eau c\u1ea7u \u0111\u1ec1u \u0111\u01a1n gi\u1ea3n. T\u1ed3i t\u1ec7 h\u01a1n, kh\u00e1ch h\u00e0ng c\u1ee7a kh\u00f4ng ph\u1ea3i l\u00fac n\u00e0o c\u0169ng c\u00f3 th\u1ec3 n\u00f3i r\u00f5 nhu c\u1ea7u c\u1ee7a h\u1ecd l\u00e0 g\u00ec. V\u00ec v\u1eady, h\u00e3y:<\/p>\n

            \n
          • Tr\u00e1nh l\u00e0m h\u1ecd ph\u00e2n t\u00e2m khi tr\u00f2 chuy\u1ec7n;<\/li>\n
          • \u0110\u1ecdc l\u1ea1i \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o \u0111\u00e3 hi\u1ec3u \u0111\u00fang;<\/li>\n
          • Ch\u00fa \u00fd \u0111\u1ebfn t\u00edn hi\u1ec7u phi ng\u00f4n ng\u1eef;<\/li>\n
          • \u0110\u1ec3 \u00fd v\u00e0o nh\u1eefng t\u1eeb ng\u1eef th\u1ec3 hi\u1ec7n c\u1ea3m x\u00fac;<\/li>\n
          • \u0110\u1eb7t nhi\u1ec1u c\u00e2u h\u1ecfi hay h\u01a1n<\/li>\n<\/ul>\n

            Th\u1eadm ch\u00ed t\u1ed1t h\u01a1n, c\u1ef1c k\u1ef3 ch\u00fa \u00fd th\u00fac \u0111\u1ea9y s\u1ef1 \u0111\u1ed3ng c\u1ea3m, m\u1ed9t k\u1ef9 n\u0103ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng quan tr\u1ecdng h\u01a1n nhi\u1ec1u so v\u1edbi h\u1ed7 tr\u1ee3 c\u01a1 b\u1ea3n v\u00e0 t\u1ed1c \u0111\u1ed9.<\/p>\n

            Khi Gallup \u0111o l\u01b0\u1eddng ph\u1ea3n h\u1ed3i sau khi ph\u1ee5c v\u1ee5 t\u1ea1i ng\u00e2n h\u00e0ng, nh\u1eefng ng\u01b0\u1eddi c\u1ea3m th\u1ea5y ng\u00e2n h\u00e0ng cung c\u1ea5p d\u1ecbch v\u1ee5 nhanh ch\u00f3ng c\u00f3 kh\u1ea3 n\u0103ng t\u01b0\u01a1ng t\u00e1c cao g\u1ea5p s\u00e1u l\u1ea7n. Tuy nhi\u00ean, nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 x\u1ebfp h\u1ea1ng cao v\u1ec1 c\u00e1c y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi nh\u01b0 c\u00e1c nh\u00e2n vi\u00ean giao d\u1ecbch l\u1ecbch s\u1ef1 v\u00e0 s\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1, c\u00f3 kh\u1ea3 n\u0103ng t\u01b0\u01a1ng t\u00e1c \u0111\u1ea7y \u0111\u1ee7 g\u1ea5p 9 l\u1ea7n.<\/p>\n

            6. C\u00e2u chuy\u1ec7n<\/h2>\n

            Agent h\u00e3y ch\u00fa \u00fd t\u1edbi m\u1ee5c \u0111\u00edch t\u00ecm hi\u1ec3u c\u00e0ng nhi\u1ec1u v\u1ec1 kh\u00e1ch h\u00e0ng c\u00e0ng t\u1ed1t, sau \u0111\u00f3 b\u01b0\u1edbc v\u00e0o c\u00e2u chuy\u1ec7n c\u1ee7a h\u1ecd:<\/p>\n

              \n
            • Ai l\u00e0 ng\u01b0\u1eddi kh\u00e1c bi\u1ec7t v\u1edbi c\u00e1c y\u1ebfu t\u1ed1 nh\u00e2n kh\u1ea9u h\u1ecdc<\/li>\n
            • L\u00e0m th\u1ebf n\u00e0o h\u1ecd th\u00e0nh c\u00f4ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n<\/li>\n
            • B\u01b0\u1edbc ti\u1ebfp theo c\u1ee7a h\u1ecd s\u1ebd l\u00e0 g\u00ec khi h\u1ecd kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1<\/li>\n<\/ul>\n

              M\u1ed9t l\u1ea7n n\u1eefa, s\u1ef1 \u0111\u1ed3ng c\u1ea3m nh\u01b0 m\u1ed9t k\u1ef9 n\u0103ng n\u1ec1n t\u1ea3ng xu\u1ea5t hi\u1ec7n. H\u00e3y nh\u1edb r\u1eb1ng: ch\u00fang ta l\u00e0 nh\u1eefng c\u00e1 nh\u00e2n ri\u00eang l\u1ebb v\u1edbi qu\u00e1 kh\u1ee9, n\u1ed7i s\u1ee3 h\u00e3i v\u00e0 nh\u1eefng gi\u1ea5c m\u01a1 r\u1ea5t kh\u00e1c nhau. M\u1ed7i kh\u00e1ch h\u00e0ng b\u1ea1n t\u01b0\u01a1ng t\u00e1c l\u00e0 anh h\u00f9ng trong c\u00e2u chuy\u1ec7n c\u1ee7a ri\u00eang h\u1ecd v\u00e0 h\u1ecd \u0111\u00e3 d\u1ef1a v\u00e0o b\u1ea1n \u0111\u1ec3 gi\u00fap h\u1ecd ho\u00e0n th\u00e0nh s\u1ed1 ph\u1eadn anh h\u00f9ng c\u1ee7a h\u1ecd.<\/p>\n

              \u00cdt r\u00f5 r\u00e0ng h\u01a1n nh\u01b0ng kh\u00f4ng k\u00e9m ph\u1ea7n quan tr\u1ecdng l\u00e0 c\u00e1ch b\u1ea1n \u0111\u01b0a ra kh\u00eda c\u1ea1nh c\u1ee7a c\u00e2u chuy\u1ec7n: c\u1ee5 th\u1ec3 l\u00e0 tin t\u1ed1t so v\u1edbi tin x\u1ea5u.<\/p>\n

              C\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u t\u1ea1i UC Riverside \u0111\u00e3 th\u1eed nghi\u1ec7m th\u1ee9 t\u1ef1 m\u00e0 h\u1ecd \u0111\u01b0a tin cho c\u00e1c \u0111\u1ed1i t\u01b0\u1ee3ng v\u00e0 \u0111\u00e1nh gi\u00e1 ph\u1ea3n \u1ee9ng v\u00e0 h\u00e0nh vi c\u1ee7a h\u1ecd. Nh\u1eefng ng\u01b0\u1eddi \u0111\u01b0\u1ee3c \u0111\u01b0a tin x\u1ea5u tr\u01b0\u1edbc ti\u00ean c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng c\u1ea3m th\u1ea5y t\u1ed1t h\u01a1n v\u1ec1 nh\u1eefng g\u00ec h\u1ecd \u0111\u00e3 n\u00f3i, trong khi nh\u1eefng ng\u01b0\u1eddi \u0111\u01b0\u1ee3c \u0111\u01b0a tin x\u1ea5u cu\u1ed1i c\u00f9ng l\u1ea1i c\u00f3 \u0111\u1ed9ng l\u1ef1c h\u01a1n \u0111\u1ec3 h\u00e0nh \u0111\u1ed9ng theo tin t\u1ee9c.<\/p>\n

              N\u00f3i chung, ch\u00fang ta mu\u1ed1n kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00ec v\u1eady, \u00fd t\u01b0\u1edfng chia s\u1ebb tin x\u1ea5u tr\u01b0\u1edbc c\u0169ng kh\u00f4ng h\u1eb3n qu\u00e1 t\u1ec7. Li\u1ec7u c\u00f3 ngo\u1ea1i l\u1ec7? N\u1ebfu b\u1ea1n c\u1ea7n thuy\u1ebft ph\u1ee5c h\u1ecd h\u00e0nh \u0111\u1ed9ng, th\u00ec h\u00e3y b\u1eaft \u0111\u1ea7u v\u1edbi \u0111i\u1ec1u t\u1ed1t v\u00e0 k\u1ebft th\u00fac b\u1eb1ng \u0111i\u1ec1u x\u1ea5u.<\/p>\n

              Theo Erika Trujillo \u2013\u00a0 Gi\u00e1m \u0111\u1ed1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a Groove<\/i><\/p>\n

              B\u00e0i li\u00ean quan:<\/em><\/p>\n

                \n
              • Kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng: Nguy\u00ean nh\u00e2n v\u00e0 c\u00e1ch kh\u1eafc ph\u1ee5c<\/em><\/li>\n
              • Kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng: C\u00e1ch thu h\u00fat v\u00e0 x\u00e2y d\u1ef1ng ph\u1ec5u kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

                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><\/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\/52510"}],"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=52510"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52510\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52510"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52510"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52510"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}