{"id":52667,"date":"2023-12-20T04:34:02","date_gmt":"2023-12-19T21:34:02","guid":{"rendered":"https:\/\/masterskills.org\/blog\/de-tro-thanh-mot-chuyen-gia-noi-chuyen-voi-khach-hang.html"},"modified":"2023-12-20T04:34:02","modified_gmt":"2023-12-19T21:34:02","slug":"de-tro-thanh-mot-chuyen-gia-noi-chuyen-voi-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/de-tro-thanh-mot-chuyen-gia-noi-chuyen-voi-khach-hang.html","title":{"rendered":"\u0110\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t chuy\u00ean gia n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
Tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u1eb7c bi\u1ec7t nh\u1eefng kh\u00e1ch h\u00e0ng \u0111ang kh\u00f3 ch\u1ecbu, b\u1ef1c t\u1ee9c ch\u01b0a khi n\u00e0o l\u00e0 d\u1ec5 d\u00e0ng. V\u00e0 cho d\u00f9 \u0111\u00f3 l\u00e0 nh\u1eefng kh\u00e1ch \u0111\u00e3 bi\u1ebft t\u1edbi th\u01b0\u01a1ng hi\u1ec7u, d\u1ecbch v\u1ee5 th\u00ec m\u1ee9c \u0111\u1ed9 kh\u00f3 kh\u0103n c\u0169ng t\u01b0\u01a1ng \u0111\u01b0\u01a1ng v\u1edbi bu\u1ed5i h\u1eb9n h\u00f2 \u0111\u1ea7u ti\u00ean c\u1ee7a hai ng\u01b0\u1eddi \u2013 c\u0103ng th\u1eb3ng nh\u01b0ng l\u1ea1i th\u00fa v\u1ecb.<\/p>\n

B\u1ea1n d\u00e0nh m\u1ed9t th\u1eddi gian ch\u1ecdn b\u1ed9 trang ph\u1ee5c ph\u00f9 h\u1ee3p v\u1edbi kh\u00f4ng gian; ki\u1ec3m tra k\u1ef9 \u0111\u1ecba \u0111i\u1ec3m v\u00e0 th\u1eddi gian h\u1eb9n nh\u01b0ng lo l\u1eafng li\u1ec7u m\u00ecnh c\u00f3 \u0111\u1ec3 l\u1ea1i \u1ea5n t\u01b0\u1ee3ng t\u1ed1t ngay t\u1eeb l\u1ea7n g\u1eb7p \u0111\u1ea7u ti\u00ean hay tim \u0111\u1eadp nhanh, c\u1ea3m th\u1ea5y h\u1ed3i h\u1ed9p l\u00e0 \u0111i\u1ec1u kh\u00f4ng tr\u00e1nh kh\u1ecfi. Nh\u1ea5t l\u00e0 khi b\u1ea1n mu\u1ed1n th\u1ec3 hi\u1ec7n ch\u00ednh x\u00e1c v\u1ec1 b\u1ea3n th\u00e2n v\u00e0 \u0111\u1ea3m b\u1ea3o s\u1ebd kh\u00f4ng c\u00f3 g\u00ec sai s\u00f3t trong bu\u1ed5i g\u1eb7p g\u1ee1 \u0111\u1ea7u ti\u00ean n\u00e0y.<\/p>\n

\u0110i\u1ec1u t\u01b0\u01a1ng t\u1ef1 c\u0169ng x\u1ea3y ra khi b\u1ea1n n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng. M\u1ed7i t\u01b0\u01a1ng t\u00e1c l\u00e0 m\u1ed9t c\u01a1 h\u1ed9i \u0111\u1ec3 t\u1ea1o thi\u1ec7n c\u1ea3m ho\u1eb7c ng\u01b0\u1ee3c l\u1ea1i, g\u00e2y \u1ea5n t\u01b0\u1ee3ng x\u1ea5u v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/p>\n

Nh\u01b0ng c\u0169ng gi\u1ed1ng nh\u01b0 s\u1ef1 tinh t\u1ebf trong khi h\u1eb9n h\u00f2, \u201cnh\u1eefng g\u00ec\u201d b\u1ea1n n\u00f3i v\u00e0 c\u00e1ch b\u1ea1n s\u1eed d\u1ee5ng ng\u00f4n t\u1eeb \u0111\u1ec1u r\u1ea5t quan tr\u1ecdng. D\u00f9 v\u1eady, r\u1ea5t \u00edt ng\u01b0\u1eddi coi vi\u1ec7c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng nghi\u00eam t\u00fac nh\u01b0 tr\u00f2 chuy\u1ec7n trong bu\u1ed5i h\u1eb9n \u0111\u1ea7u ti\u00ean, d\u00f9 nh\u01b0 \u00f4ng tr\u00f9m kinh doanh Sam Walton n\u00f3i: \u201cCh\u00fang ta ch\u1ec9 c\u00f3 m\u1ed9t \u00f4ng ch\u1ee7 duy nh\u1ea5t, \u0111\u00f3 ch\u00ednh l\u00e0 kh\u00e1ch h\u00e0ng. Ng\u01b0\u1eddi n\u00e0y c\u00f3 th\u1ec3 sa th\u1ea3i t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi trong c\u00f4ng ty, k\u1ec3 c\u1ea3 CEO b\u1eb1ng c\u00e1ch \u0111\u01a1n gi\u1ea3n l\u00e0 ti\u00eau ti\u1ec1n c\u1ee7a anh ta v\u00e0o c\u00f4ng ty \u0111\u1ed1i th\u1ee7\u201d.<\/p>\n

Ch\u00ednh v\u00ec l\u1ebd \u0111\u00f3 c\u00f9ng v\u1edbi vi\u1ec7c th\u1ea5u hi\u1ec3u t\u1ea7m quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, Masterskills s\u1ebd gi\u1edbi thi\u1ec7u v\u1edbi c\u00e1c b\u1ea1n 7 b\u01b0\u1edbc \u0111\u01a1n gi\u1ea3n \u0111\u1ec3 tr\u00f2 chuy\u1ec7n, h\u1ed7 tr\u1ee3 v\u00e0 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng qua b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y.<\/p>\n

\"Tr\u00f2<\/p>\n

B\u1eaft \u0111\u1ea7u t\u1eeb m\u1ed9t l\u1eddi ch\u00e0o \u1ea5m \u00e1p, l\u1ecbch s\u1ef1, c\u00e1 nh\u00e2n ho\u00e1 v\u00e0 k\u1ebft th\u00fac v\u1edbi m\u1ed9t l\u1eddi t\u1ea1m bi\u1ec7t, l\u1eddi m\u1eddi quay tr\u1edf l\u1ea1i \u00fd ngh\u0129a ch\u00ednh l\u00e0 m\u1ed9t trong nh\u1eefng \u201cb\u00ed quy\u1ebft\u201d c\u1ee7a Apple<\/p>\n<\/div>\n

1. Ch\u00fa \u00fd c\u00e1ch c\u01b0 x\u1eed c\u1ee7a b\u1ea1n<\/span><\/strong><\/h2>\n

T\u00ecm hi\u1ec3u C\u1ea9m nang \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean c\u1ee7a Apple ch\u00fang t\u00f4i ph\u00e1t hi\u1ec7n ra r\u1eb1ng l\u00fd do quan tr\u1ecdng gi\u00fap c\u00e1c c\u1eeda h\u00e0ng Apple tr\u1edf th\u00e0nh \u0111i\u1ec3m \u0111\u1ebfn y\u00eau th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u1eeb m\u1ed9t l\u1eddi ch\u00e0o \u1ea5m \u00e1p, l\u1ecbch s\u1ef1, c\u00e1 nh\u00e2n ho\u00e1 v\u00e0 k\u1ebft th\u00fac v\u1edbi m\u1ed9t l\u1eddi t\u1ea1m bi\u1ec7t, l\u1eddi m\u1eddi quay tr\u1edf l\u1ea1i \u00fd ngh\u0129a.<\/p>\n

C\u0169ng gi\u1ed1ng nh\u01b0 h\u1eb9n h\u00f2, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u1eeb nh\u1eefng th\u1ee9 c\u01a1 b\u1ea3n nh\u1ea5t \u2013 c\u00e1ch m\u1ecdi ng\u01b0\u1eddi \u0111\u1ed1i x\u1eed v\u1edbi nhau! L\u1ef1a ch\u1ecdn nh\u1eefng c\u00e2u ch\u00e0o ph\u00f9 h\u1ee3p theo ho\u00e0n c\u1ea3nh, \u0111\u1ed1i t\u01b0\u1ee3ng nh\u01b0: \u201cXin ch\u00e0o!\u201d, \u201cMasterskills c\u00f3 th\u1ec3 gi\u00fap g\u00ec cho b\u1ea1n?\u201d, \u201cR\u1ea5t vui ch\u00e0o m\u1eebng Lan quay tr\u1edf l\u1ea1i!\u201d.v.v. \u2013 nghe c\u00f3 v\u1ebb kh\u00e1 hi\u1ec3n nhi\u00ean nh\u01b0ng khi b\u1ea1n t\u01b0\u01a1ng t\u00e1c c\u1ea3 ng\u00e0y qua m\u00e0n h\u00ecnh m\u00e1y t\u00ednh, th\u1eadt d\u1ec5 qu\u00ean \u0111ang \u0111\u1ed1i tho\u1ea1i v\u1edbi m\u00ecnh \u1edf \u0111\u1ea7u b\u00ean kia l\u00e0 m\u1ed9t con ng\u01b0\u1eddi.<\/p>\n

Th\u00eam n\u1eefa, s\u1eed d\u1ee5ng t\u00ean kh\u00e1ch h\u00e0ng trong t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u0169ng ch\u00ednh l\u00e0 m\u1ed9t l\u1eddi nh\u1eafc nh\u1edf tinh t\u1ebf r\u1eb1ng b\u1ea1n \u0111ang n\u00f3i chuy\u1ec7n v\u1edbi m\u1ed9t con ng\u01b0\u1eddi theo nh\u1eefng c\u00e1ch c\u00e1 nh\u00e2n ho\u00e1 ch\u1ee9 kh\u00f4ng ph\u1ea3i m\u1ed9t c\u00e1i m\u00e1y.<\/p>\n

Ch\u01b0a h\u1ebft, m\u1ed7i kh\u00e1ch h\u00e0ng ti\u1ebfp c\u1eadn v\u1edbi b\u1ea1n s\u1ebd cung c\u1ea5p hi\u1ec3u bi\u1ebft v\u1ec1 c\u00e1ch b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh. \u0110\u00e2y ch\u00ednh l\u00e0 nh\u1eefng th\u00f4ng tin c\u1ef1c k\u1ef3 qu\u00fd gi\u00e1 m\u00e0 b\u1ea5t c\u1ee9 th\u01b0\u01a1ng hi\u1ec7u n\u00e0o c\u0169ng mu\u1ed1n s\u1edf h\u1eefu, v\u00ec v\u1eady \u0111\u1eebng ng\u1ea1i n\u00f3i l\u1eddi \u201cC\u1ea3m \u01a1n!\u201d v\u00e0 th\u1ec3 hi\u1ec7n s\u1ef1 h\u00e1o h\u1ee9c khi tr\u00f2 chuy\u1ec7n v\u1edbi h\u1ecd.<\/p>\n

2. Tr\u00e1nh s\u1eed d\u1ee5ng bi\u1ec7t ng\u1eef<\/h2>\n

Giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c k\u00eanh tr\u1ef1c tuy\u1ebfn c\u0169ng t\u01b0\u01a1ng t\u1ef1 nh\u01b0 khi n\u00f3i chuy\u1ec7n v\u1edbi b\u1ea1n b\u00e8 h\u00e0ng ng\u00e0y. Ch\u1eb3ng h\u1ea1n, khi va ph\u1ea3i ai \u0111\u00f3 tr\u00ean \u0111\u01b0\u1eddng, b\u1ea1n s\u1ebd kh\u00f4ng n\u00f3i \u201cXin l\u1ed7i v\u00ec s\u1ef1 b\u1ea5t ti\u1ec7n n\u00e0y!\u201d, thay v\u00e0o \u0111\u00f3 \u201cXin l\u1ed7i b\u1ea1n!\u201d; hay thay v\u00ec n\u00f3i \u201cCh\u00fang t\u00f4i c\u1ea3m \u01a1n v\u00ec s\u1ef1 ki\u00ean nh\u1eabn c\u1ee7a b\u1ea1n!\u201d b\u1ea1n ch\u1ec9 c\u1ea7n n\u00f3i \u201cC\u1ea3m \u01a1n v\u00ec \u0111\u00e3 ch\u1edd \u0111\u1ee3i!\u201d, c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n s\u1ebd t\u1ef1 nhi\u00ean, b\u1edbt s\u00e1o r\u1ed7ng h\u01a1n.<\/p>\n

\u0110i\u1ec1u n\u00e0y c\u0169ng \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c b\u1ea1n n\u00ean khai th\u00e1c c\u00e1ch tr\u00f2 chuy\u1ec7n, c\u00e1ch d\u00f9ng t\u1eeb c\u1ee7a kh\u00e1ch h\u00e0ng thay v\u00ec s\u1eed d\u1ee5ng thu\u1eadt ng\u1eef chuy\u00ean ng\u00e0nh, c\u1ee5m t\u1eeb vi\u1ebft t\u1eaft trong n\u1ed9i b\u1ed9, nh\u01b0ng n\u00f3 c\u00f3 th\u1ec3 g\u00e2y kh\u00f3 hi\u1ec3u ho\u1eb7c d\u1ec5 nh\u1ea7m l\u1eabn v\u1edbi kh\u00e1ch h\u00e0ng. H\u00e3y nh\u1edb r\u1eb1ng \u01b0u ti\u00ean cao nh\u1ea5t c\u1ee7a b\u1ea1n l\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng c\u00e0ng nhanh c\u00e0ng t\u1ed1t \u2013 thay v\u00ec c\u1ed1 ch\u1ee9ng t\u1ecf hi\u1ec3u bi\u1ebft c\u1ee7a b\u1ea3n th\u00e2n. S\u1eed d\u1ee5ng bi\u1ec7t ng\u1eef, c\u1ee5m t\u1eeb vi\u1ebft t\u1eaft khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f3 hi\u1ec3u kh\u00f4ng ch\u1ee9ng t\u1ecf \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec m\u00e0 \u0111\u00f4i khi c\u00f2n ph\u1ea3n t\u00e1c d\u1ee5ng.<\/p>\n

S\u1eed d\u1ee5ng ng\u00f4n ng\u1eef t\u00edch c\u1ef1c \u0111\u1ec3 \"gi\u1eef ch\u00e2n\" kh\u00e1ch h\u00e0ng \u1edf l\u1ea1i l\u00e2u h\u01a1n<\/p>\n

S\u1eed d\u1ee5ng ng\u00f4n ng\u1eef t\u00edch c\u1ef1c \u0111\u1ec3 \u201cgi\u1eef ch\u00e2n\u201d kh\u00e1ch h\u00e0ng \u1edf l\u1ea1i l\u00e2u h\u01a1n<\/p>\n<\/div>\n

3. Duy tr\u00ec ng\u00f4n ng\u1eef t\u00edch c\u1ef1c<\/h2>\n

Buffer lu\u00f4n \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn v\u1edbi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t. Trong m\u1ed9t b\u00e0i chia s\u1ebb v\u1ec1 ch\u1ee7 \u0111\u1ec1 n\u00e0y, Gi\u00e1m \u0111\u1ed1c h\u1ea1nh ph\u00fac c\u1ee7a h\u1ecd, Carolyn \u0111\u00e3 ti\u1ebft l\u1ed9 r\u1eb1ng b\u00ed quy\u1ebft th\u00ec c\u00f3 r\u1ea5t nhi\u1ec1u, \u0111\u00f4i khi ph\u1ea3i ch\u00fa \u00fd t\u1edbi t\u1eebng chi ti\u1ebft, tuy nhi\u00ean c\u1ea7n tr\u00e1nh t\u1ed1i \u0111a vi\u1ec7c s\u1eed d\u1ee5ng nh\u1eefng c\u1ee5m t\u1eeb nh\u01b0 \u201cth\u1ef1c t\u1ebf l\u00e0\u2026\u201d hay \u201cnh\u01b0ng\u2026\u201d, tr\u1eeb khi b\u1ea1n mu\u1ed1n kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y m\u00ecnh h\u01a1i ngu ng\u1ed1c.<\/p>\n

H\u00e3y \u00fd th\u1ee9c v\u1ec1 vi\u1ec7c s\u1eed d\u1ee5ng t\u1eeb ng\u1eef v\u00e0 \u00fd ngh\u0129a th\u1ef1c s\u1ef1 \u0111\u1eb1ng sau \u0111\u00f3. \u0110\u1eebng c\u1ed1 g\u1eafng ch\u1ee9ng t\u1ecf \u0111i\u1ec1u b\u1ea1n ch\u1ec9 ra l\u00e0 hi\u1ec3n nhi\u00ean ho\u1eb7c c\u00f3 v\u1ea5n \u0111\u1ec1 \u0111\u01a1n gi\u1ea3n nh\u01b0 th\u1ebf m\u00e0 kh\u00e1ch h\u00e0ng c\u0169ng c\u1ea7n h\u1ed7 tr\u1ee3. \u0110i\u1ec1u \u0111\u00f3 s\u1ebd ch\u1ec9 ng\u0103n h\u1ecd \u0111\u1eb7t c\u00e2u h\u1ecfi ho\u1eb7c chia s\u1ebb c\u00e1c \u00fd t\u01b0\u1edfng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u trong t\u01b0\u01a1ng lai.<\/p>\n

T\u01b0\u01a1ng t\u1ef1, n\u00ean tr\u00e1nh s\u1eed d\u1ee5ng ng\u00f4n ng\u1eef ti\u00eau c\u1ef1c nh\u01b0 \u201c\u0111i\u1ec1u n\u00e0y l\u00e0 kh\u00f4ng th\u1ec3\u201d, \u201cch\u00fang t\u00f4i kh\u00f4ng th\u1ec3\u201d, \u201cnh\u01b0ng\u201d, \u201ckh\u00f4ng\u201d v.v. \u2013 nh\u1eefng c\u1ee5m t\u1eeb khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m kh\u00f4ng tho\u1ea3i m\u00e1i nh\u1ea5t l\u00e0 khi h\u1ecd \u0111ang t\u00ecm ki\u1ebfm t\u00ednh n\u0103ng m\u1edbi ph\u00f9 h\u1ee3p h\u01a1n v\u1edbi s\u1ea3n ph\u1ea9m. H\u00e3y th\u1eed s\u1eed d\u1ee5ng nh\u1eefng c\u00e2u t\u1eeb m\u1ec1m m\u1ecfng, nh\u1eb9 nh\u00e0ng h\u01a1n nh\u01b0 \u201cch\u00fang t\u00f4i \u0111\u00e3 chuy\u1ec3n y\u00eau c\u1ea7u c\u1ee7a b\u1ea1n t\u1edbi b\u1ed9 ph\u1eadn ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m\u201d, \u201ct\u00ednh n\u0103ng n\u00e0y s\u1ebd s\u1edbm \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p\u201d\u2026<\/p>\n

S\u1ee9 m\u1ec7nh c\u1ee7a b\u1ea1n l\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p cho kh\u00e1ch h\u00e0ng, v\u00ec v\u1eady, \u0111\u1eebng l\u00e0m h\u1ecd th\u1ea5t v\u1ecdng v\u00e0 m\u1ed9t \u0111i kh\u00f4ng quay tr\u1edf l\u1ea1i.<\/p>\n

4. D\u00e0nh th\u1eddi gian t\u00ecm hi\u1ec3u v\u1ec1 ng\u01b0\u1eddi \u0111ang tr\u00f2 chuy\u1ec7n c\u00f9ng b\u1ea1n<\/h2>\n

Tr\u01b0\u1edbc khi \u0111\u1ebfn m\u1ed7i bu\u1ed5i h\u1eb9n h\u00f2, b\u1ea1n th\u01b0\u1eddng d\u00e0nh th\u1eddi gian t\u00ecm hi\u1ec3u nh\u1eefng c\u00e2u chuy\u1ec7n, ki\u1ebfn th\u1ee9c v\u00e0 m\u1ed1i quan t\u00e2m c\u1ee7a \u201c\u0111\u1ed1i t\u01b0\u1ee3ng\u201d th\u00f4ng qua \u201cb\u00e1c\u201d Google hay m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n

Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169ng t\u01b0\u01a1ng t\u1ef1, b\u1ea1n n\u00ean d\u00e0nh th\u1eddi gian nghi\u00ean c\u1ee9u v\u1ec1 th\u00f3i quen, s\u1edf th\u00edch ho\u1eb7c \u0111\u01a1n gi\u1ea3n l\u00e0 m\u1ed1i quan t\u00e2m c\u1ee7a c\u00e1c \u201cth\u01b0\u1ee3ng \u0111\u1ebf\u201d \u2013 qua email, t\u00e0i kho\u1ea3n x\u00e3 h\u1ed9i, website, blog.v.v \u0111\u1ec3 c\u00f3 nh\u1eefng th\u00f4ng tin t\u1ed5ng quan nh\u1ea5t v\u1ec1 h\u1ecd. N\u1ebfu b\u1ea1n \u0111\u1ed1i x\u1eed v\u1edbi h\u1ecd nh\u01b0 nh\u1eefng con ng\u01b0\u1eddi v\u1edbi nhau, thay v\u00ec nh\u1eefng con robot tr\u1ea3 l\u1eddi kh\u00f4 khan, c\u1ee9ng nh\u1eafc, kh\u00e1ch h\u00e0ng c\u0169ng s\u1ebd l\u00e0m t\u01b0\u01a1ng t\u1ef1. \u0110\u1eb7c bi\u1ec7t h\u01a1n, khi b\u1ea1n c\u00e0ng k\u1ebft n\u1ed1i v\u1edbi ng\u01b0\u1eddi d\u00f9ng h\u1ecd s\u1ebd c\u00e0ng g\u1eafn b\u00f3 v\u00e0 bi\u1ebft \u0111\u00e2u trong t\u01b0\u01a1ng lai s\u1ebd tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

5. Tr\u00e1nh nh\u1eefng c\u00e2u chuy\u1ec7n chuy\u1ec7n \u0111u\u1ed5i kh\u00e1ch h\u00e0ng \u0111i<\/h2>\n

Dale Carnegie, trong cu\u1ed1n s\u00e1ch kinh \u0111i\u1ec3n \u0110\u1eafc nh\u00e2n t\u00e2m \u0111\u00e3 d\u1ea1y ch\u00fang ta r\u1eb1ng l\u1eafng nghe l\u00e0 c\u00e1ch d\u1ec5 nh\u1ea5t khi\u1ebfn m\u1ecdi ng\u01b0\u1eddi \u0111\u00e1nh gi\u00e1 cao b\u1ea1n b\u1edfi khi \u0111\u00f3, b\u1ea1n th\u1ec3 hi\u1ec7n cho m\u1ecdi ng\u01b0\u1eddi th\u1ea5y m\u00ecnh quan t\u00e2m \u0111\u1ebfn v\u1ea5n \u0111\u1ec1 v\u00e0 \u0111\u1ea7u t\u01b0 \u0111\u1ec3 gi\u00fap h\u1ecd t\u00ecm ra gi\u1ea3i ph\u00e1p.<\/p>\n

Nh\u01b0ng \u0111\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, b\u1ea1n h\u00e3y l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng \u2013 ti\u1ebfp t\u1ee5c tr\u00f2 chuy\u1ec7n v\u00e0 \u0111\u1eb7t c\u00e2u h\u1ecfi. Thay v\u00ec n\u00f3i, \u201cH\u00e3y cho ch\u00fang t\u00f4i bi\u1ebft n\u1ebfu b\u1ea1n c\u00f3 b\u1ea5t k\u1ef3 c\u00e2u h\u1ecfi n\u00e0o\u201d, h\u00e3y h\u1ecfi xem gi\u1ea3i ph\u00e1p b\u1ea1n \u0111\u01b0a ra c\u00f3 gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd kh\u00f4ng v\u00e0 ch\u1eafc ch\u1eafn r\u1eb1ng khi k\u1ebft th\u00fac cu\u1ed9c tr\u00f2 chuy\u1ec7n, m\u1ecdi c\u00e2u h\u1ecfi \u0111\u00e3 tr\u1ea3 l\u1eddi.<\/p>\n

C\u0169ng t\u01b0\u01a1ng t\u1ef1 h\u1eb9n h\u00f2, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i th\u1ecfa thu\u1eadn m\u1ed9t l\u1ea7n, n\u00f3 l\u00e0 c\u00e1ch th\u01b0\u01a1ng hi\u1ec7u x\u00e2y d\u1ef1ng, ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng. N\u1ebfu b\u1ea1n c\u00f3 th\u1ec3 ti\u1ebfp t\u1ee5c cu\u1ed9c tr\u00f2 chuy\u1ec7n v\u00e0 th\u1ec3 hi\u1ec7n r\u1eb1ng b\u1ea1n ch\u00e2n th\u00e0nh quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng, h\u1ecd s\u1ebd kh\u00f4ng ng\u1ea7n ng\u1ea1i quay l\u1ea1i.<\/p>\n

\"Ch\u1ee7<\/p>\n

Ch\u1ee7 \u0111\u1ed9ng v\u00e0 ch\u00e2n th\u00e0nh xin l\u1ed7i kh\u00e1ch h\u00e0ng khi c\u00f3 s\u1ef1 c\u1ed1 x\u1ea3y ra<\/p>\n<\/div>\n

6. Bi\u1ebft khi n\u00e0o n\u00ean n\u00f3i l\u1eddi xin l\u1ed7i<\/h2>\n

M\u1ed9t trong nh\u1eefng \u00f4ng tr\u00f9m b\u00e1n l\u1ebb n\u1ed5i ti\u1ebfng nh\u1ea5t n\u01b0\u1edbc M\u1ef9, Harry Self Ink, \u0111\u00e3 t\u1eebng n\u00f3i r\u1eb1ng \u201cS\u1ef1 trung th\u1ef1c lu\u00f4n \u0111\u00e1ng gi\u00e1\u201d. \u00d4ng cho r\u1eb1ng m\u1ed9t doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 ph\u00e1t tri\u1ec3n n\u1ebfu thi\u1ebfu \u0111i s\u1ef1 trung th\u1ef1c \u2013 m\u1ed9t trong nh\u1eefng gi\u00e1 tr\u1ecb quan tr\u1ecdng kh\u00e1ch h\u00e0ng lu\u00f4n lu\u00f4n ch\u00fa \u00fd.<\/p>\n

V\u00ec l\u1ebd \u0111\u00f3, kh\u00f4ng c\u00f3 g\u00ec l\u00e0m kh\u00e1ch h\u00e0ng n\u1ea3n h\u01a1n khi c\u00f4ng ty \u0111\u1ed5 l\u1ed7i cho \u0111\u1ed1i t\u00e1c, cho l\u00fd do kh\u00e1ch quan v.v thay v\u00ec nh\u1eadn l\u1ed7i v\u1ec1 m\u00ecnh. Khi s\u1ef1 c\u1ed1 x\u1ea3y ra, c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 gi\u1ea3i quy\u1ebft m\u1ecdi chuy\u1ec7n l\u00e0 \u0111\u01b0a ra nh\u1eefng l\u1eddi xin l\u1ed7i \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n ho\u00e1 v\u00e0 ch\u00e2n th\u00e0nh nh\u1ea5t.<\/p>\n

Email c\u1ee7a b\u1ea1n s\u1ebd d\u1ec5 \u0111\u01b0\u1ee3c ch\u1ea5p nh\u1eadn h\u01a1n n\u1ebfu th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u1ed3ng c\u1ea3m s\u00e2u s\u1eafc v\u1edbi t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i. Th\u1eed th\u00eam c\u00e2u \u201cch\u00fang t\u00f4i \u0111ang t\u00ecm hi\u1ec3u xem v\u1ea5n \u0111\u1ec1 th\u1ef1c s\u1ef1 l\u00e0 g\u00ec\u201d ho\u1eb7c \u201ct\u00f4i hi\u1ec3u r\u1eb1ng \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 g\u00e2y kh\u00f3 kh\u0103n cho b\u1ea1n \u0111\u1ebfn m\u1ee9c n\u00e0o\u201d v.v. \u0111\u1ec3 kh\u00e1ch h\u00e0ng bi\u1ebft b\u1ea1n \u0111\u1ee9ng v\u1ec1 ph\u00eda h\u1ecd, n\u1ed7 l\u1ef1c \u0111\u1ec3 kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1 nhanh nh\u1ea5t.<\/p>\n

67% kh\u00e1ch h\u00e0ng b\u1ecf th\u01b0\u01a1ng hi\u1ec7u ch\u1ec9 sau m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7. N\u1ebfu h\u1ecd \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1edfi m\u1ed9t agent m\u01a1 h\u1ed3, thi\u1ebfu s\u1ef1 \u0111\u1ed3ng c\u1ea3m th\u00ec ch\u1eafc ch\u1eafn s\u1ebd kh\u00f4ng ng\u1ea7n ng\u1ea1i t\u00ecm ki\u1ebfm m\u1ed9t \u0111\u1ecba ch\u1ec9 m\u1edbi \u2013 n\u01a1i m\u00ecnh \u0111\u01b0\u1ee3c quan t\u00e2m h\u01a1n.<\/p>\n

7. \u0110\u1eebng l\u00e3ng qu\u00ean kh\u00e1ch h\u00e0ng<\/h2>\n

B\u1ea1n \u0111i h\u1eb9n h\u00f2, hai ng\u01b0\u1eddi c\u00f3 m\u1ed9t kho\u1ea3ng th\u1eddi gian tr\u00f2 chuy\u1ec7n vui v\u1ebb nh\u01b0ng sau khi ch\u00e0o t\u1ea1m bi\u1ec7t, hai ng\u01b0\u1eddi kh\u00f4ng bao gi\u1edd li\u00ean h\u1ec7 m\u1ed9t l\u1ea7n n\u1eefa, ch\u1eafc h\u1eb3n b\u1ea1n s\u1ebd kh\u00f4ng vui? T\u01b0\u01a1ng t\u1ef1, kh\u00f4ng ai th\u00edch b\u1ecb l\u00e3ng qu\u00ean, \u0111\u1eb7c bi\u1ec7t l\u00e0 kh\u00e1ch h\u00e0ng.<\/p>\n

S\u1ebd c\u00f3 r\u1ea5t nhi\u1ec1u v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh trong qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng ch\u01b0a gi\u1ea3i quy\u1ebft ngay \u0111\u01b0\u1ee3c. Kh\u00f4ng nh\u1eefng th\u1ebf, th\u01b0\u01a1ng hi\u1ec7u th\u01b0\u1eddng b\u1ed5 sung t\u00ednh n\u0103ng ho\u1eb7c s\u1eeda nh\u1eefng l\u1ed7i ph\u00e1t sinh, v\u00ec v\u1eady, b\u1ea1n n\u00ean theo d\u00f5i t\u1ea5t c\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u00ecnh \u0111\u00e3 update th\u00f4ng tin v\u00e0 ki\u1ec3m tra t\u00ecnh h\u00ecnh c\u1ee7a m\u1ecdi kh\u00e1ch h\u00e0ng.<\/p>\n

S\u1ef1 c\u1ea9n th\u1eadn v\u00e0 t\u1ec9 m\u1ec9 c\u1ee7a b\u1ea1n s\u1ebd \u0111\u1ea3m b\u1ea3o m\u1ecdi th\u1ee9 di\u1ec5n ra su\u00f4n s\u1ebb, \u0111\u1ed3ng th\u1eddi, kh\u00e1ch h\u00e0ng c\u0169ng bi\u1ebft r\u1eb1ng b\u1ea1n lu\u00f4n s\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1 v\u00e0 l\u1eafng nghe \u0111\u1ec3 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m t\u1ed1t nh\u1ea5t.<\/p>\n

B\u1ea1n kh\u00f4ng ho\u00e0n h\u1ea3o, nh\u01b0ng h\u00e3y nh\u1edb b\u1ea1n l\u00e0 con ng\u01b0\u1eddi<\/strong><\/p>\n

C\u00f3 th\u1ec3 kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng \u0111\u1ec1u h\u00e0i l\u00f2ng c\u0169ng gi\u1ed1ng nh\u01b0 kh\u00f4ng ph\u1ea3i ai c\u0169ng \u1ea5n t\u01b0\u1ee3ng v\u1edbi b\u1ea1n ch\u1ec9 sau l\u1ea7n h\u1eb9n h\u00f2 \u0111\u1ea7u ti\u00ean. Ch\u00fang ta ai c\u0169ng l\u00e0 con ng\u01b0\u1eddi, m\u1ed9t l\u1ed7i c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c sai s\u00f3t trong email l\u00e0 \u0111i\u1ec1u ch\u1eafc ch\u1eafn kh\u00f4ng th\u1ec3 kh\u00f4ng tr\u00e1nh kh\u1ecfi.<\/p>\n

Tuy nhi\u00ean, m\u1ecdi ng\u01b0\u1eddi th\u01b0\u1eddng kh\u00f4ng nh\u1edb di\u1ec5n bi\u1ebfn c\u00e2u chuy\u1ec7n, h\u1ecd nh\u1edb c\u00e1ch b\u1ea1n quan t\u00e2m, lo l\u1eafng c\u0169ng nh\u01b0 c\u1ea3m gi\u00e1c b\u1ea1n mang l\u1ea1i. T\u00e0i s\u1ea3n l\u1edbn nh\u1ea5t c\u1ee7a b\u1ea1n v\u1edbi t\u01b0 c\u00e1ch l\u00e0 m\u1ed9t agent ch\u00ednh l\u00e0 ch\u00fang ta l\u00e0 con ng\u01b0\u1eddi, v\u00ec v\u1eady, \u0111\u1eebng ng\u1ea1i th\u1ec3 hi\u1ec7n v\u00e0 \u0111\u1ed1i x\u1eed v\u1edbi nhau theo nh\u1eefng c\u00e1ch \u201ccon ng\u01b0\u1eddi\u201d nh\u1ea5t.<\/p>\n

Theo Frontapp.com<\/i><\/p>\n

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

    \n
  • Tham kh\u1ea3o gi\u1ea3i ph\u00e1p c\u1ee7a Park Place \u0111\u1ec3 h\u00fat \u201cth\u01b0\u1ee3ng \u0111\u1ebf\u201d t\u1edbi c\u1eeda h\u00e0ng<\/li>\n
  • Tr\u00f2 chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng: Duy tr\u00ec ng\u1eef \u0111i\u1ec7u nh\u1ea5t qu\u00e1n \u2013 ph\u1ea7n 1<\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    B\u1ea1n d\u00e0nh m\u1ed9t th\u1eddi gian ch\u1ecdn b\u1ed9 trang ph\u1ee5c ph\u00f9 h\u1ee3p v\u1edbi kh\u00f4ng gian; ki\u1ec3m tra k\u1ef9 \u0111\u1ecba \u0111i\u1ec3m v\u00e0 th\u1eddi gian h\u1eb9n nh\u01b0ng lo l\u1eafng li\u1ec7u m\u00ecnh c\u00f3 \u0111\u1ec3 l\u1ea1i \u1ea5n t\u01b0\u1ee3ng t\u1ed1t ngay t\u1eeb l\u1ea7n g\u1eb7p \u0111\u1ea7u ti\u00ean hay tim \u0111\u1eadp nhanh, c\u1ea3m th\u1ea5y h\u1ed3i h\u1ed9p l\u00e0 \u0111i\u1ec1u kh\u00f4ng tr\u00e1nh kh\u1ecfi. Nh\u1ea5t l\u00e0 khi b\u1ea1n mu\u1ed1n th\u1ec3 hi\u1ec7n ch\u00ednh x\u00e1c v\u1ec1 b\u1ea3n th\u00e2n v\u00e0 \u0111\u1ea3m b\u1ea3o s\u1ebd kh\u00f4ng c\u00f3 g\u00ec sai s\u00f3t trong bu\u1ed5i g\u1eb7p g\u1ee1 \u0111\u1ea7u ti\u00ean n\u00e0y.<\/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\/52667"}],"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=52667"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52667\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52667"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52667"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52667"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}