{"id":52977,"date":"2023-12-20T05:52:40","date_gmt":"2023-12-19T22:52:40","guid":{"rendered":"https:\/\/masterskills.org\/blog\/nhung-tieu-chuan-dich-vu-khach-hang-giup-nang-tam-thuong-hieu.html"},"modified":"2023-12-20T05:52:40","modified_gmt":"2023-12-19T22:52:40","slug":"nhung-tieu-chuan-dich-vu-khach-hang-giup-nang-tam-thuong-hieu","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/nhung-tieu-chuan-dich-vu-khach-hang-giup-nang-tam-thuong-hieu.html","title":{"rendered":"Nh\u1eefng ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u00fap n\u00e2ng t\u1ea7m th\u01b0\u01a1ng hi\u1ec7u"},"content":{"rendered":"
Doanh nghi\u1ec7p n\u00e0o c\u0169ng bi\u1ebft r\u1eb1ng c\u1ea7n ph\u1ea3i l\u00e0m\u00a0d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, nh\u01b0ng kh\u00f4ng ph\u1ea3i doanh nghi\u1ec7p n\u00e0o c\u0169ng ngh\u0129 \u0111\u1ebfn vi\u1ec7c \u0111\u1eb7t ra c\u00e1c \u201cti\u00eau chu\u1ea9n\u201d. Vi\u1ec7c thi\u1ebft l\u1eadp c\u00e1c ti\u00eau chu\u1ea9n ph\u00f9 h\u1ee3p r\u1ea5t quan tr\u1ecdng, gi\u00fap ho\u1ea1t \u0111\u1ed9ng n\u00e0y c\u1ee7a doanh nghi\u1ec7p c\u00f3 m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng, c\u00f3 \u0111\u1ed9ng l\u1ef1c \u0111\u1ec3 c\u1ea3i thi\u1ec7n v\u00e0 t\u00ecm ra nh\u1eefng \u201cl\u1ed7 h\u1ed5ng\u201d \u0111\u1ec3 \u201cl\u00e0m \u0111\u1ea7y\u201d. Ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng m\u1ee5c ti\u00eau vi m\u00f4 c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c, h\u01b0\u1edbng \u0111\u1ebfn m\u1ee5c \u0111\u00edch l\u1edbn h\u01a1n l\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00f3 l\u00e0 \u0111i\u1ec1u t\u1ed1i thi\u1ec3u m\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n ph\u1ea3i c\u00f3 \u0111\u01b0\u1ee3c.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 21 ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean nguy\u00ean t\u1eafc h\u1ed7 tr\u1ee3 ch\u1ea5t l\u01b0\u1ee3ng m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh.<\/p>\n

\"Ti\u00eau<\/p>\n

Ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

Ti\u00eau chu\u1ea9n v\u1ec1 t\u1ed1c \u0111\u1ed9<\/h2>\n

M\u1ed9t c\u00e2u n\u00f3i kh\u00f4ng ph\u1ea3i l\u00e0 m\u1edbi nh\u01b0ng lu\u00f4n \u0111\u00e1ng \u0111\u1ec3 nh\u1eafc l\u1ea1i: D\u1ecbch v\u1ee5 nhanh ch\u00f3ng \u0111\u1ed3ng ngh\u0129a v\u1edbi s\u1ef1 tho\u1ea3i m\u00e1i cho kh\u00e1ch h\u00e0ng<\/em>. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a t\u1ed1c \u0111\u1ed9 l\u00e0 y\u1ebfu t\u1ed1i quy\u1ebft \u0111\u1ecbnh s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t s\u1ed1 ch\u1ec9 s\u1ed1 cho ti\u00eau chu\u1ea9n t\u1ed1c \u0111\u1ed9:<\/p>\n

1. Th\u1eddi gian ph\u1ea3n h\u1ed3i \u0111\u1ea7u ti\u00ean:<\/strong>\u00a0L\u00e0 th\u1eddi gian trung b\u00ecnh cho \u0111\u1ebfn khi kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi \u0111\u1ea7u ti\u00ean. V\u00e0 th\u01b0\u1eddng th\u00ec v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft ngay l\u00fac n\u00e0y, ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 \u0111\u1ec3 kh\u00e1ch h\u00e0ng bi\u1ebft r\u1eb1ng c\u00f3 ng\u01b0\u1eddi l\u1eafng nghe h\u1ecd.<\/p>\n

C\u00e1c k\u00eanh ch\u0103m s\u00f3c \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng \u1edf \u0111\u00e2y. Theo nh\u00e0 chi\u1ebfn l\u01b0\u1ee3c marketing Len Markidan, th\u1eddi gian ph\u1ea3n h\u1ed3i th\u00f4ng qua live chat v\u00e0 \u0111i\u1ec7n tho\u1ea1i h\u1ed7 tr\u1ee3 l\u00e0 ngay l\u1eadp t\u1ee9c, v\u00e0 ch\u1eafc ch\u1eafn n\u00ean duy tr\u00ec \u1edf m\u1ee9c d\u01b0\u1edbi 2 ph\u00fat. \u0110\u1ed1i v\u1edbi email, c\u00e1c c\u00f4ng ty th\u01b0\u1eddng h\u1ee9a s\u1ebd tr\u1ea3 l\u1eddi trong 24 gi\u1edd ho\u1eb7c 48 gi\u1edd, nh\u01b0ng t\u1ed1i \u0111a ch\u1ec9 n\u00ean l\u00e0 1 ng\u00e0y. \u0110\u1ed1i v\u1edbi c\u00e1c k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i, th\u1eddi gian n\u00e0y n\u00ean d\u01b0\u1edbi 60 ph\u00fat.<\/p>\n

L\u01b0u \u00fd r\u1eb1ng m\u1ed9t tin nh\u1eafn hay email t\u1ef1 \u0111\u1ed9ng kh\u00f4ng \u0111\u01b0\u1ee3c t\u00ednh l\u00e0 ph\u1ea3n h\u1ed3i \u0111\u1ea7u ti\u00ean th\u1ef1c s\u1ef1. \u0110\u00f3 l\u00e0 m\u1ed9t th\u1ee7 thu\u1eadt ti\u1ec7n d\u1ee5ng \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng, l\u00e0m cho vi\u1ec7c ch\u1edd \u0111\u1ee3i d\u1ec5 ch\u1ecbu h\u01a1n.<\/p>\n

2. Th\u1eddi gian ph\u1ea3n h\u1ed3i:<\/strong> T\u1ed5ng th\u1eddi gian trung b\u00ecnh gi\u1eefa c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi. M\u1ed9t email \u0111\u01b0\u1ee3c ho\u00e0n th\u00e0nh v\u1edbi 3 ph\u1ea3n h\u1ed3i, th\u1eddi gian t\u01b0\u01a1ng \u1ee9ng c\u1ee7a c\u00e2u tr\u1ea3 l\u1eddi l\u00e0 20, 3, v\u00e0 10 ph\u00fat, c\u00f3 ngh\u0129a l\u00e0 ch\u1ec9 s\u1ed1 th\u1eddi gian ph\u1ea3n h\u1ed3i l\u00e0 11 ph\u00fat.<\/p>\n

3. T\u1ec9 l\u1ec7 gi\u1ea3i quy\u1ebft trong l\u1ea7n ph\u1ea3n h\u1ed3i \u0111\u1ea7u ti\u00ean:<\/strong> S\u1ed1 l\u01b0\u1ee3ng c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong l\u1ea7n li\u00ean l\u1ea1c \u0111\u1ea7u ti\u00ean, chia cho s\u1ed1 l\u01b0\u1ee3ng c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ea7n nhi\u1ec1u l\u1ea7n ph\u1ea3n h\u1ed3i kh\u00e1c. Y\u1ebfu t\u1ed1 n\u00e0y quan tr\u1ecdng cho s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00e0 c\u0169ng l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111\u00e1ng tin c\u1eady v\u1ec1 hi\u1ec7u qu\u1ea3 l\u00e0m vi\u1ec7c c\u1ee7a nh\u00f3m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. Ti\u00eau chu\u1ea9n \u0111i\u1ec3n h\u00ecnh c\u1ee7a ch\u1ec9 s\u1ed1 n\u00e0y l\u00e0 75%, theo ti\u00eau chu\u1ea9n to\u00e0n c\u1ea7u c\u1ee7a T\u1ed5 ch\u1ee9c T\u00e0i ch\u00ednh Qu\u1ed1c t\u1ebf.<\/p>\n

4. T\u1ec9 l\u1ec7 d\u1ecbch v\u1ee5 t\u1ee9c th\u1eddi \/ \u0111ang ch\u1edd:<\/strong> T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 t\u1ee9c th\u1eddi so v\u1edbi nh\u1eefng ng\u01b0\u1eddi \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o m\u1ee5c ch\u1edd \u0111\u1ee3i. V\u1edbi email, m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u ph\u1ea3i \u201cx\u1ebfp h\u00e0ng\u201d. Nh\u01b0ng ch\u1ec9 s\u1ed1 n\u00e0y r\u1ea5t c\u00f3 \u00fd ngh\u0129a cho nh\u01b0ng cu\u1ed9c tr\u00f2 chuy\u1ec7n, nh\u1eafn tin v\u00e0 \u0111i\u1ec7n tho\u1ea1i tr\u1ef1c ti\u1ebfp. Ti\u00eau chu\u1ea9n khuy\u1ebfn ngh\u1ecb trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y l\u00e0 c\u00f3 t\u1ed1i \u0111a 2 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i trong cho m\u1ed7i k\u00eanh, ho\u1eb7c 15 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i trong t\u1ed5ng s\u1ed1.<\/p>\n

5. Th\u1eddi gian \u0111\u1ee3i trong h\u00e0ng:<\/strong> Th\u1eddi gian b\u1ea1n gi\u1eef kh\u00e1ch h\u00e0ng cho \u0111\u1ebfn khi h\u1ecd \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5. B\u1ea1n c\u1ea7n gi\u1eef ch\u1ec9 s\u1ed1 n\u00e0y th\u1ea5p nh\u1ea5t c\u00f3 th\u1ec3 . Maya S. Horowitz t\u1eeb Talkdesk cho r\u1eb1ng ti\u00eau chu\u1ea9n t\u1ed1t trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y s\u1ebd l\u00e0 \u00edt h\u01a1n th\u1eddi gian m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u1ea7u ti\u00ean c\u1ee7a b\u1ea1n b\u1eaft \u0111\u1ea7u t\u1eeb b\u1ecf.<\/p>\n

6. Th\u1eddi gian gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1:<\/strong> Th\u1eddi l\u01b0\u1ee3ng trung b\u00ecnh tr\u01b0\u1edbc khi v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft. H\u00e3y xem x\u00e9t m\u00f4 h\u00ecnh ph\u00e2n c\u1ea5p t\u1ea7m quan tr\u1ecdng khi b\u1ea1n thi\u1ebft l\u1eadp c\u00e1c ti\u00eau chu\u1ea9n c\u1ee7a m\u00ecnh, v\u00ed d\u1ee5 d\u01b0\u1edbi \u0111\u00e2y t\u1eeb tr\u01b0\u1eddng \u0111\u1ea1i h\u1ecdc Stanford.<\/p>\n

\"\u0110\u1ea1i<\/p>\n

\u0110\u1ea1i h\u1ecdc Stanford \u0111\u1eb7t ra c\u00e1c m\u1ee5c ti\u00eau th\u1eddi gian gi\u1ea3i quy\u1ebft kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean v\u00e0 tr\u1ecdng l\u01b0\u1ee3ng c\u1ee7a c\u00e1c v\u1ea5n \u0111\u1ec1, \u0111\u01b0\u1ee3c r\u00fat ra t\u1eeb \u01b0\u1edbc t\u00ednh t\u00e1c \u0111\u1ed9ng v\u00e0 kh\u1ea9n c\u1ea5p c\u1ee7a v\u1ea5n \u0111\u1ec1.<\/p>\n<\/div>\n

Ti\u00eau chu\u1ea9n v\u1ec1 t\u00ednh ch\u00ednh x\u00e1c<\/h2>\n

L\u1ea5y m\u1ed9t v\u00ed d\u1ee5 trong cu\u1ed9c s\u1ed1ng, khi b\u1ea1n h\u1ecfi \u0111\u01b0\u1eddng m\u1ed9t ng\u01b0\u1eddi n\u00e0o \u0111\u00f3. Anh ta ch\u1ec9 v\u1ec1 ph\u00eda tr\u01b0\u1edbc v\u00e0 n\u00f3i: \u201cd\u1ec5 l\u1eafm, c\u1ee9 \u0111i xu\u1ed1ng \u0111\u00f3\u201d. B\u1ea1n vui m\u1eebng v\u00ec gi\u1ea3i ph\u00e1p nhanh ch\u00f3ng v\u00e0 \u0111i theo h\u01b0\u1edbng \u0111\u01b0\u1ee3c ch\u1ec9, ch\u1eb3ng m\u1ea5y ch\u1ed1c b\u1ea1n b\u1ecb l\u1ea1c v\u00e0 ph\u00e1t hi\u1ec7n ra r\u1eb1ng h\u00f3a ra anh ta ch\u1ec9 n\u00f3i cho c\u00f3 l\u1ec7 m\u00e0 th\u00f4i.<\/p>\n

Nhanh l\u00e0 t\u1ed1t nh\u01b0ng s\u1ebd kh\u00f4ng \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 cao n\u1ebfu c\u00e2u tr\u1ea3 l\u1eddi \u0111\u00f3 kh\u00f4ng ch\u00ednh x\u00e1c. M\u1eb7t kh\u00e1c, n\u1ebfu b\u1ea1n ch\u1eadm tr\u1ec5 nh\u01b0ng ch\u00ednh x\u00e1c th\u00ec \u00edt ra v\u1eabn c\u00f2n nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 t\u00f4n tr\u1ecdng t\u1eeb h\u1ecd.<\/p>\n

7. T\u1ec9 l\u1ec7 kh\u00e1ch h\u00e0ng th\u00e0nh c\u00f4ng:<\/strong> S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng t\u00ecm th\u1ea5y nh\u1eefng g\u00ec h\u1ecd c\u1ea7n so v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ecfa m\u00e3n. Th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ecbnh ngh\u0129a th\u00e0nh c\u00f4ng l\u00e0 g\u00ec, nh\u1eefng con s\u1ed1 s\u1ebd theo sau \u0111\u1ecbnh ngh\u0129a \u0111\u00f3. T\u1ef7 l\u1ec7 c\u00e0ng cao ngh\u0129a kh\u00e1ch h\u00e0ng th\u00e0nh c\u00f4ng c\u00e0ng nhi\u1ec1u.<\/p>\n

8. Nh\u1eefng \u0111i\u1ec1u sai s\u00f3t:<\/strong> M\u1ed9t th\u01b0\u1edbc \u0111o l\u1ea5y t\u1eeb c\u00e1ch ti\u1ebfp c\u1eadn Lean Six Sigma (M\u00f4 h\u00ecnh c\u1ea3i ti\u1ebfn n\u0103ng su\u1ea5t ch\u1ea5t l\u01b0\u1ee3ng), t\u1eadp trung v\u00e0o vi\u1ec7c ph\u00e1t hi\u1ec7n nh\u1eefng sai s\u00f3t trong to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c. Ti\u00eau chu\u1ea9n n\u00e0y c\u00f3 \u0111\u01b0\u1ee3c nh\u1edd theo d\u00f5i s\u1ed1 l\u01b0\u1ee3ng khi\u1ebfu n\u1ea1i t\u1eeb 100 \u0111\u1ebfn 1.000.000 \u0111\u01a1n v\u1ecb kh\u1ea3o s\u00e1t, m\u1eb7t h\u00e0ng \u0111\u00e3 b\u00e1n, t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng ho\u1eb7c c\u00e1c s\u1ea3n ph\u1ea9m kh\u00e1c. Ti\u00eau chu\u1ea9n ch\u00ednh x\u00e1c cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 l\u00e0 \u201c1 \u0111\u01a1n khi\u1ebfu n\u1ea1i v\u1ec1 s\u1ef1 kh\u00f4ng ch\u00ednh x\u00e1c trong 1.000 cu\u1ed9c kh\u1ea3o s\u00e1t d\u1ecbch v\u1ee5\u201d. Gi\u00e1 tr\u1ecb th\u1ea5p \u0111\u1ed3ng ngh\u0129a v\u1edbi d\u1ecbch v\u1ee5 hi\u1ec7u qu\u1ea3.<\/p>\n

Ti\u00eau chu\u1ea9n v\u1ec1 s\u1ef1 minh b\u1ea1ch<\/h2>\n

T\u00ednh minh b\u1ea1ch c\u00f3 th\u1ec3 coi l\u00e0 ti\u00eau chu\u1ea9n kh\u00e1 kh\u00f3 \u0111o l\u01b0\u1eddng, h\u1ea7u h\u1ebft c\u00e1c s\u1ed1 li\u1ec7u \u0111\u01b0\u1ee3c d\u1ef1 ki\u1ebfn \u1edf m\u1ed9t \u0111\u1ea7u c\u1ee7a quy m\u00f4 v\u00e0 thi\u1ebfu s\u1eafc th\u00e1i \u0111\u1ecbnh t\u00ednh. N\u1ebfu kh\u00f4ng, b\u1ea1n s\u1ebd c\u1ea7n m\u1ed9t quy m\u00f4 d\u1eef li\u1ec7u \u0111\u1ee7 l\u1edbn ho\u1eb7c ph\u00e2n t\u00edch t\u00e0i li\u1ec7u r\u1ea5t t\u1ed1n k\u00e9m.<\/p>\n

9. T\u1ef7 l\u1ec7 nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng:<\/strong> Theo T\u00e2m l\u00fd h\u1ecdc v\u1ec1 s\u1ef1 ch\u1edd \u0111\u1ee3i\u00a0(The Psychology of Waiting Lines)<\/em> cho th\u1ea5y s\u1ef1 ch\u1edd \u0111\u1ee3i kh\u00f4ng ch\u1eafc ch\u1eafn v\u00e0 kh\u00f4ng \u0111\u01b0\u1ee3c gi\u1ea3i th\u00edch khi\u1ebfn kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean m\u1ec7t m\u1ecfi. Kh\u00e1ch h\u00e0ng h\u1ecfi v\u1ec1 m\u1ed9t d\u1ecbch v\u1ee5 v\u00e0 \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u ch\u1edd \u0111\u1ee3i trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh, th\u01b0\u1eddng l\u00e0 3 ph\u00fat trong chat v\u00e0 1 ph\u00fat trong cu\u1ed9c g\u1ecdi. B\u1ea1n c\u1ea7n theo d\u00f5i t\u1ef7 l\u1ec7 c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y nh\u01b0 h\u1ecd bi\u1ebft t\u1ea1i sao v\u00e0 bi\u1ebft kho\u1ea3ng th\u1eddi gian h\u1ecd ph\u1ea3i ch\u1edd \u0111\u1ee3i so v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng bi\u1ebft. Gi\u00e1 tr\u1ecb c\u00e0ng l\u1edbn th\u00ec t\u00ednh minh b\u1ea1ch c\u00e0ng cao.<\/p>\n

Ti\u00eau chu\u1ea9n v\u1ec1 kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn<\/h2>\n

M\u1ed9t kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p r\u1eafc r\u1ed1i th\u00ec ch\u1eafc ch\u1eafn kh\u00f4ng n\u00ean g\u1eb7p r\u1eafc r\u1ed1i th\u00eam n\u1eefa trong vi\u1ec7c t\u00ecm c\u00e1ch li\u00ean l\u1ea1c. T\u1ed1t nh\u1ea5t, kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 l\u00ean \u0111\u1ebfn m\u1ee9c ch\u1ee7 \u0111\u1ed9ng ti\u1ebfp c\u1eadn \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c s\u1ed1 li\u1ec7u n\u00e0y ki\u1ec3m tra xem b\u1ea1n c\u00f3 \u201cc\u00f3 m\u1eb7t\u201d \u0111\u00fang l\u00fac nh\u01b0 \u0111\u00e1ng ra c\u1ea7n l\u00e0m hay kh\u00f4ng.<\/p>\n

10. Ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng (CES):<\/strong> l\u00e0 m\u1ed9t th\u01b0\u1edbc \u0111o t\u1eeb g\u00f3c nh\u00ecn c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u01b0\u1eddng ch\u1ec9 h\u1ecfi m\u1ed9t c\u00e2u h\u1ecfi duy nh\u1ea5t v\u1edbi thang \u0111i\u1ec3m 5: \u201cC\u00e1 nh\u00e2n b\u1ea1n \u0111\u00e3 ph\u1ea3i b\u1ecf ra bao nhi\u00eau c\u00f4ng s\u1ee9c \u0111\u1ec3 x\u1eed l\u00fd \u0111\u01a1n h\u00e0ng c\u1ee7a m\u00ecnh v\u1edbi c\u00f4ng ty ch\u00fang t\u00f4i?\u201d. V\u00ed d\u1ee5, s\u1ed1 li\u1ec7u CES thu th\u1eadp t\u1eeb 75.000 kh\u00e1ch h\u00e0ng t\u1ea1i nhi\u1ec1u ng\u00e0nh kinh doanh kh\u00e1c nhau cho th\u1ea5y: 94% nh\u1eefng kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng m\u00ecnh b\u1ecf ra \u201c\u00edt c\u00f4ng s\u1ee9c\u201d cho bi\u1ebft h\u1ecd s\u1ebd mua l\u1ea1i s\u1ea3n ph\u1ea9m c\u1ee7a c\u00f4ng ty v\u00e0 88% nh\u1eefng kh\u00e1ch h\u00e0ng cho r\u1eb1ng m\u00ecnh b\u1ecf ra \u201cnhi\u1ec1u c\u00f4ng s\u1ee9c\u201d s\u1ebd \u0111i n\u00f3i x\u1ea5u c\u00f4ng ty \u0111\u00f3. (Ngu\u1ed3n: saga)<\/em><\/p>\n

11. Chuy\u1ec3n giao cho m\u1ed7i v\u1ea5n \u0111\u1ec1: <\/strong>\u0110i\u1ec1u n\u00e0y \u0111o l\u01b0\u1eddng s\u1ed1 l\u01b0\u1ee3ng nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1c nhau ph\u1ea3i tham gia v\u00e0o m\u1ed9t v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc khi n\u00f3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft. Kh\u00e1ch h\u00e0ng tr\u00ean \u0111i\u1ec7n tho\u1ea1i \u0111\u1eb7c bi\u1ec7t kh\u00f4ng th\u00edch ki\u1ec3u \u201cchuy\u1ec1n tay\u201d n\u00e0y, v\u00ec h\u1ecd s\u1ebd c\u1ea7n ph\u1ea3i gi\u1ea3i th\u00edch l\u1ea1i. \u0110\u00e2y l\u00e0 m\u1ed9t trong b\u1ed1n \u201ckhi\u1ebfu n\u1ea1i v\u1ec1 d\u1ecbch v\u1ee5\u201d ph\u1ed5 bi\u1ebfn nh\u1ea5t. B\u1ea1n h\u00e3y c\u1ed1 g\u1eafng gi\u1edbi h\u1ea1n gi\u00e1 tr\u1ecb n\u00e0y \u1edf m\u1ee9c 1 cho c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u01a1n gi\u1ea3n, \u1edf m\u1ee9c 3 cho nh\u1eefng v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p h\u01a1n.<\/p>\n

12. B\u1ecf x\u1ebfp h\u00e0ng:<\/strong> S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng b\u1ecf qu\u00e1 tr\u00ecnh x\u1ebfp h\u00e0ng. M\u1ed7i tr\u01b0\u1eddng h\u1ee3p l\u00e0 m\u1ed9t c\u01a1 h\u1ed9i d\u1ecbch v\u1ee5 m\u00e0 b\u1ea1n b\u1ecf l\u1ee1 v\u00e0 r\u1ea5t c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng b\u1ecb x\u00e1o tr\u1ed9n. \u0110\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 \u2018nh\u1eefng \u0111i\u1ec1u sai s\u00f3t\u2019 c\u1ee5 th\u1ec3 (m\u1ee5c 8) li\u00ean quan \u0111\u1ebfn c\u00e1c ti\u00eau chu\u1ea9n th\u1eddi gian x\u1ebfp h\u00e0ng ch\u1edd \u0111\u1ee3i c\u1ee7a b\u1ea1n. Gi\u00e1 tr\u1ecb th\u1ea5p = d\u1ecbch v\u1ee5 th\u1ecfa m\u00e3n.<\/p>\n

13. Nh\u1ea5p chu\u1ed9t \u0111\u1ec3 li\u00ean h\u1ec7 l\u1ea7n \u0111\u1ea7u:<\/strong> S\u1ed1 nh\u1ea5p chu\u1ed9t m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng c\u1ea7n t\u1eeb vi\u1ec7c m\u1edf m\u1ed9t tab tr\u00ecnh duy\u1ec7t m\u1edbi ho\u1eb7c trang ch\u1ee7 c\u1ee7a c\u00f4ng c\u1ee5 t\u00ecm ki\u1ebfm cho \u0111\u1ebfn khi tin nh\u1eafn \u0111\u1ea7u ti\u00ean \u0111\u01b0\u1ee3c truy\u1ec1n \u0111i. C\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c theo d\u00f5i qua t\u1eebng k\u00eanh t\u1ea1i \u0111i\u1ec7n tho\u1ea1i, tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp, email\u2026 \u0110\u1ed1i v\u1edbi \u0111i\u1ec7n tho\u1ea1i, b\u1ea1n s\u1ebd theo d\u00f5i s\u1ed1 l\u01b0\u1ee3ng nh\u1ea5p chu\u1ed9t m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u1ec3 t\u00ecm s\u1ed1 c\u1ee7a b\u1ea1n. S\u1ed1 nh\u1ea5p chu\u1ed9t \u00edt h\u01a1n = kh\u1ea3 n\u0103ng truy c\u1eadp t\u1ed1t h\u01a1n.<\/p>\n

Ti\u00eau chu\u1ea9n v\u1ec1 s\u1ef1 trao quy\u1ec1n<\/h2>\n

Ki\u1ec3m so\u00e1t t\u1ed1t l\u00e0 m\u1ed9t trong nh\u1eefng nguy\u00ean t\u1eafc ch\u00ednh c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, d\u00f9 thi\u1ebft l\u1eadp ti\u00eau chu\u1ea9n n\u00f3 kh\u00e1 kh\u00f3 kh\u0103n<\/p>\n

14. T\u1ef7 l\u1ec7 c\u00e2u h\u1ecfi gi\u1ed1ng nhau:<\/strong> S\u1ed1 l\u01b0\u1ee3ng xu\u1ea5t hi\u1ec7n c\u1ee7a c\u00f9ng m\u1ed9t c\u00e2u h\u1ecfi chia cho s\u1ed1 l\u01b0\u1ee3ng t\u1ea5t c\u1ea3 c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. N\u1ebfu b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c c\u00f9ng m\u1ed9t c\u00e2u h\u1ecfi l\u1eb7p \u0111i l\u1eb7p l\u1ea1i, th\u00ec \u0111i\u1ec1u \u0111\u00f3 kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n thi\u1ebft hi\u1ec3u bi\u1ebft. N\u00f3 c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n kh\u00f4ng cung c\u1ea5p th\u00f4ng tin \u0111\u1ee7 t\u1ed1t t\u1edbi h\u1ecd. C\u00e1c c\u00e2u h\u1ecfi v\u1edbi s\u1ed1 l\u01b0\u1ee3ng nh\u1ea5t \u0111\u1ecbnh ( 3% tr\u1edf l\u00ean) c\u1ea7n ph\u1ea3i \u0111\u01b0\u1ee3c th\u00eam v\u00e0o v\u00e0o FAQ, h\u01b0\u1edbng d\u1eabn ho\u1eb7c ph\u1ea7n tr\u1ee3 gi\u00fap c\u1ee7a b\u1ea1n. Ti\u00eau chu\u1ea9n c\u1ee7a b\u1ea1n s\u1ebd l\u00e0 duy tr\u00ec t\u1ef7 l\u1ec7 c\u00e2u h\u1ecfi ki\u1ec3u n\u00e0y \u1edf m\u1ee9c d\u01b0\u1edbi 3%.<\/p>\n

Ti\u00eau chu\u1ea9n v\u1ec1 t\u00ednh th\u00e2n thi\u1ec7n<\/h2>\n

H\u00e0nh x\u1eed th\u00e2n thi\u1ec7n l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Nh\u1eefng ti\u00eau chu\u1ea9n n\u00e0y s\u1ebd cho bi\u1ebft b\u1ea1n c\u00f3 \u0111\u1ee7 th\u00e2n thi\u1ec7n \u0111\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng hay kh\u00f4ng<\/p>\n

15. Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (NPS).<\/strong> NPS \u0111o l\u01b0\u1eddng kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng s\u1ebd gi\u1edbi thi\u1ec7u b\u1ea1n v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00e1c. N\u00f3 nh\u1eafm \u0111\u1ebfn m\u1ed9t \u00fd \u0111\u1ecbnh, ch\u1ee9 kh\u00f4ng ph\u1ea3i m\u1ed9t c\u1ea3m x\u00fac, d\u1eabn \u0111\u1ebfn nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi kh\u00f4ng b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi t\u00e2m tr\u1ea1ng. NPS c \u0111\u01b0\u1ee3c thu th\u1eadp qua kh\u1ea3o s\u00e1t d\u1ecbch v\u1ee5 : Tr\u00ean thang \u0111i\u1ec3m t\u1eeb 0 \u0111\u1ebfn 10, b\u1ea1n s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u d\u1ecbch v\u1ee5\/ s\u1ea3n ph\u1ea9m \u0111\u1ebfn b\u1ea1n b\u00e8 \/ ng\u01b0\u1eddi th\u00e2n l\u00e0 bao nhi\u00eau \u0111i\u1ec3m ? Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng b\u1eb1ng c\u00e1ch l\u1ea5y ph\u1ea7n tr\u0103m ng\u01b0\u1eddi tr\u1ea3 l\u1eddi trong nh\u00f3m \u2018promoter\u2019 (10 \u2013 9) v\u00e0 tr\u1eeb \u0111i ph\u1ea7n tr\u0103m \u2018ng\u01b0\u1eddi ph\u1ea3n \u0111\u1ed1i (0-6). C\u00e1c c\u00f4ng ty c\u00f3 v\u1ecb tr\u00ed h\u00e0ng \u0111\u1ea7u trong l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 Apple c\u00f3 \u0111i\u1ec3m s\u1ed1 trong kho\u1ea3ng 75-85%<\/p>\n

\"Ch\u1ec9<\/p>\n

Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (NPS)<\/p>\n<\/div>\n

16. Kh\u1ea3o s\u00e1t s\u00e2u h\u01a1n:<\/strong> Gi\u1ed1ng nh\u01b0 c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t tr\u00ean, nh\u01b0ng b\u1ea1n c\u00f3 th\u1ec3 \u0111i s\u00e2u v\u00e0o h\u1ecfi \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng v\u1edbi nhi\u1ec1u c\u00e2u h\u1ecfi h\u01a1n, c\u00e1ch th\u1ee9c n\u00e0y th\u01b0\u1eddng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n qua email b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng Google Form.<\/p>\n

L\u1ee3i th\u1ebf l\u1edbn c\u1ee7a h\u00ecnh th\u1ee9c n\u00e0y l\u00e0 b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1eb7t m\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi \u0111\u1ec3 \u0111\u00e0o s\u00e2u h\u01a1n v\u00e0 bao g\u1ed3m c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c nhau c\u1ee7a d\u1ecbch v\u1ee5, ngay c\u1ea3 v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng th\u1ef1c s\u1ef1 k\u1ebft n\u1ed1i. Ngo\u00e0i ra, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u00f3 m\u1ed9t quan \u0111i\u1ec3m c\u00e2n nh\u1eafc h\u01a1n sau m\u1ed9t th\u1eddi gian tr\u00f4i qua k\u1ec3 t\u1eeb khi t\u01b0\u01a1ng t\u00e1c<\/p>\n

17. X\u1ebfp h\u1ea1ng d\u1ecbch v\u1ee5:<\/strong> H\u00e3y \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5 ngay sau khi t\u01b0\u01a1ng t\u00e1c, th\u01b0\u1eddng theo thang \u0111i\u1ec3m t\u1eeb 1 -5 . Ti\u00eau chu\u1ea9n cho x\u1ebfp h\u1ea1ng t\u1ed1t l\u00e0 kh\u00f4ng th\u1ea5p h\u01a1n \u2158, n\u1ebfu s\u1ed1 sao nh\u1ecf h\u01a1n 3 qu\u00e1 nhi\u1ec1u, b\u1ea1n c\u1ea7n xem l\u1ea1i \u0111i\u1ec1u g\u00ec \u0111\u00e3 khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng.<\/p>\n

Ti\u00eau chu\u1ea9n v\u1ec1 hi\u1ec7u su\u1ea5t<\/h2>\n

T\u1ed1c \u0111\u1ed9 v\u00e0 hi\u1ec7u su\u1ea5t l\u00e0 hai l\u1ef1c k\u00e9o theo h\u01b0\u1edbng ng\u01b0\u1ee3c nhau. Ch\u00fang kh\u00f4ng lo\u1ea1i tr\u1eeb l\u1eabn nhau nh\u01b0ng kh\u00f3 c\u00f3 th\u1ec3 c\u00e2n b\u1eb1ng. Gi\u1ed1ng nh\u01b0 Nh\u00e0 t\u01b0 v\u1ea5n, t\u00e1c gi\u1ea3 Rhonda Scharf \u0111\u00e3 n\u00f3i: \u201cKhi t\u00f4i \u0111\u1ee9ng x\u1ebfp h\u00e0ng \u0111\u1ec3 mua c\u00e0 ph\u00ea, t\u00f4i mu\u1ed1n ph\u1ea3i \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 th\u1eadt nhanh. Tuy nhi\u00ean, c\u00e0 ph\u00ea v\u1eabn ph\u1ea3i th\u1eadt ngon, ph\u1ea3i \u0111\u00fang nh\u01b0 t\u00f4i g\u1ecdi, v\u00e0 t\u00f4i c\u1ea7n c\u1ea3m th\u1ea5y t\u00f4i \u0111\u01b0\u1ee3c coi tr\u1ecdng.\u201d D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 ch\u1ec9 s\u1ed1 gi\u00fap b\u1ea1n t\u00ecm ra con \u0111\u01b0\u1eddng \u0111\u00fang \u0111\u1eafn:<\/p>\n

18. S\u1ed1 tr\u1ea3 l\u1eddi cho m\u1ed7i v\u1ea5n \u0111\u1ec1:<\/strong> S\u1ed1 li\u1ec7u n\u00e0y theo d\u00f5i s\u1ed1 c\u00e2u tr\u1ea3 l\u1eddi c\u1ea7n \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. N\u00f3 cho b\u1ea1n bi\u1ebft v\u1ec1 ti\u1ec1m n\u0103ng giao ti\u1ebfp c\u1ee7a ng\u01b0\u1eddi \u0111\u1ea1i di\u1ec7n v\u00e0 n\u1ed7 l\u1ef1c m\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n ph\u1ea3i ch\u1ecbu.<\/p>\n

Diana Potter \u0111\u1ec1 xu\u1ea5t t\u1eadp trung v\u00e0o c\u00e1c gi\u00e1 tr\u1ecb ngo\u1ea1i vi tr\u00ean c\u1ee7a s\u1ed1 li\u1ec7u n\u00e0y thay v\u00ec m\u1ee9c trung b\u00ecnh. B\u1eb1ng c\u00e1ch \u0111\u00f3, b\u1ea1n t\u1eadp trung v\u00e0o nh\u1eefng tr\u01b0\u1eddng h\u1ee3p c\u00f3 nhi\u1ec1u ch\u1ed7 \u0111\u1ec3 c\u1ea3i ti\u1ebfn nh\u1ea5t. Potter coi hai \u0111\u1ebfn b\u1ed1n t\u01b0\u01a1ng t\u00e1c l\u00e0 gi\u00e1 tr\u1ecb ti\u00eau chu\u1ea9n.<\/p>\n

19. Th\u1eddi gian chi\u1ebfm h\u1eefu trung b\u00ecnh:<\/strong> Th\u1eddi gian trung b\u00ecnh m\u1ed9t ho\u1eb7c t\u1ea5t c\u1ea3 c\u00e1c nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 b\u1ecb chi\u1ebfm gi\u1eef trong m\u1ed9t t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. L\u1ea5y th\u1eddi gian n\u00e0y c\u1ed9ng th\u00eam th\u1eddi gian nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n ph\u1ea3i l\u00e0m sau khi t\u01b0\u01a1ng t\u00e1c k\u1ebft th\u00fac. Sau \u0111\u00f3 chia cho th\u1eddi gian c\u00f2n l\u1ea1i, \u0111\u00f3 l\u00e0 th\u1eddi gian nh\u00e0n r\u1ed7i. M\u1ee5c ti\u00eau cho m\u1ed9t gi\u00e1 tr\u1ecb n\u1eb1m gi\u1eefa kho\u1ea3ng 60-80%.<\/p>\n

20. D\u00f2ng v\u00e0o\/ ra t\u1ed3n \u0111\u1ecdng:<\/strong> S\u1ed1 l\u01b0\u1ee3ng c\u00e1c v\u1ea5n \u0111\u1ec1 nh\u1eadn \u0111\u01b0\u1ee3c so v\u1edbi s\u1ed1 l\u01b0\u1ee3ng c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft. Ch\u1ec9 s\u1ed1 n\u00e0y t\u0103ng kh\u1ea3 n\u0103ng ch\u00ednh x\u00e1c cao h\u01a1n n\u1ebfu \u0111\u01b0\u1ee3c theo d\u00f5i qua th\u1eddi gian c\u00e0ng l\u00e2u. S\u1ed1 ng\u00e0y c\u00e0ng t\u0103ng cho th\u1ea5y nh\u00f3m c\u1ee7a b\u1ea1n qu\u00e1 nh\u1ecf, h\u00e3y thi\u1ebft l\u1eado ti\u00eau chu\u1ea9n \u0111\u1ec3 gi\u1eef t\u1ef7 l\u1ec7 n\u00e0y kho\u1ea3ng 0,5.<\/p>\n

21. S\u1ed1 ph\u00fat d\u00e0nh cho m\u1ed7i v\u1ea5n \u0111\u1ec1:<\/strong> Cho ph\u00e9p b\u1ea1n so s\u00e1nh hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5. S\u1ed1 li\u1ec7u n\u00e0y ho\u1ea1t \u0111\u1ed9ng cho t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh nh\u01b0ng y\u00eau c\u1ea7u c\u00e1c \u0111i\u1ec3m chu\u1ea9n ri\u00eang l\u1ebb cho m\u1ed7i k\u00eanh.<\/p>\n

Nh\u01b0\u1ee3c \u0111i\u1ec3m c\u1ee7a vi\u1ec7c \u0111\u1eb7t ra ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h2>\n

M\u1ed9t ti\u00eau chu\u1ea9n \u0111\u01b0\u1ee3c \u0111\u1eb7t ra \u0111\u1ec3 n\u1ed7 l\u1ef1c h\u01b0\u1edbng \u0111\u1ebfn trong m\u1ecdi tr\u01b0\u1eddng h\u1ee3p, nh\u01b0ng kh\u00f4ng th\u1ec3 l\u00e0m b\u1ea1n m\u1ea5t t\u00ednh linh ho\u1ea1t. Khi b\u1ea1n \u0111\u1eb7t ra ng\u01b0\u1ee1ng trung b\u00ecnh cho nh\u00e2n vi\u00ean \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 cho kh\u00e1ch h\u00e0ng, khi h\u1ecd \u0111\u1ea1t \u0111\u1ebfn ng\u01b0\u1ee1ng \u0111\u1ea5y b\u1ea1n s\u1ebd kh\u00f4ng mu\u1ed1n h\u1ecd ng\u1eebng n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch ph\u1ea3i kh\u00f4ng n\u00e0o? B\u1ea1n s\u1ebd kh\u00f4ng mu\u1ed1n nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh ch\u1ea1y s\u1ef1 c\u1ee9ng nh\u1eafc v\u00e0 m\u1ea5t t\u1eadp trung v\u00e0o \u0111i\u1ec1u quan tr\u1ecdng nh\u1ea5t \u2013 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

N\u1ebfu b\u1ea1n \u0111\u1eb7t qu\u00e1 nhi\u1ec1u s\u1ef1 ch\u00fa \u00fd v\u00e0o vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 trong cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean, c\u00e1c nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 c\u1ed1 \u00fd hy sinh ch\u1ea5t l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd ch\u1ec9 \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ed1 c\u1ee7a h\u1ecd.<\/p>\n

M\u1ed9t nh\u01b0\u1ee3c \u0111i\u1ec3m n\u1eefa c\u1ee7a c\u00e1c ti\u00eau chu\u1ea9n l\u00e0 truy\u1ec1n \u0111\u1ea1t m\u1ee9c t\u1ed1i thi\u1ec3u nh\u01b0ng kh\u00f4ng \u0111\u01b0a ra \u00fd t\u01b0\u1edfng v\u1ec1 m\u1ee9c t\u1ed1i \u0111a ti\u1ec1m n\u0103ng. K\u1ef3 v\u1ecdng qu\u00e1 khi\u00eam t\u1ed1n c\u00f3 th\u1ec3 gi\u1ea3m \u0111\u1ed9ng l\u1ef1c l\u00e0m vi\u1ec7c, v\u00ec v\u1eady h\u00e3y li\u00ean t\u1ee5c khuy\u1ebfn kh\u00edch nh\u00e2n vi\u00ean \u0111\u1ec3 ng\u00e0y c\u00e0ng n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/p>\n

Theo Userlike<\/em><\/p>\n

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

    \n
  • \u0110\u1ed1i v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, \u2018less is more\u2019 \u0111\u00e3 kh\u00f4ng c\u00f2n ph\u00f9 h\u1ee3p<\/em><\/li>\n
  • \u201cH\u00e3y y\u00eau ng\u01b0\u1eddi gh\u00e9t b\u1ea1n\u201d \u2013 c\u00e2u th\u1ea7n ch\u00fa trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    D\u01b0\u1edbi \u0111\u00e2y l\u00e0 21 ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean nguy\u00ean t\u1eafc h\u1ed7 tr\u1ee3 ch\u1ea5t l\u01b0\u1ee3ng m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh.<\/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\/52977"}],"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=52977"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52977\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52977"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52977"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52977"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}