{"id":53018,"date":"2023-12-20T06:01:40","date_gmt":"2023-12-19T23:01:40","guid":{"rendered":"https:\/\/masterskills.org\/blog\/hay-yeu-nguoi-ghet-ban-cau-than-chu-trong-dich-vu-khach-hang.html"},"modified":"2023-12-20T06:01:40","modified_gmt":"2023-12-19T23:01:40","slug":"hay-yeu-nguoi-ghet-ban-cau-than-chu-trong-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/hay-yeu-nguoi-ghet-ban-cau-than-chu-trong-dich-vu-khach-hang.html","title":{"rendered":"\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"},"content":{"rendered":"
\u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p, m\u1ed1i \u0111e d\u1ecda \u0111\u1ebfn t\u1eeb nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef\u00a0ch\u01b0a bao gi\u1edd l\u00ean cao nh\u01b0 hi\u1ec7n nay. C\u00f4ng ngh\u1ec7 di \u0111\u1ed9ng v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u00e3 trao cho kh\u00e1ch h\u00e0ng \u2013 \u0111\u1eb7c bi\u1ec7t l\u00e0 nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng h\u00e0i l\u00f2ng \u2013 ti\u1ebfng n\u00f3i l\u1edbn m\u1ea1nh h\u01a1n bao gi\u1edd h\u1ebft.<\/p>\n

V\u1edbi m\u1ea1ng x\u00e3 h\u1ed9i, nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef c\u00f3 th\u1ec3 t\u1ed5 ch\u1ee9c m\u1ed9t cu\u1ed9c ph\u1ea3n \u0111\u1ed1i lan r\u1ed9ng, l\u00e0m t\u1ed5n h\u1ea1i danh ti\u1ebfng c\u1ee7a m\u1ed9t c\u00f4ng ty, \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn doanh s\u1ed1 v\u00e0 doanh thu.<\/p>\n

N\u00f3i \u0111\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, h\u1ea7u h\u1ebft m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u ngh\u0129 \u0111\u1ebfn c\u00e1c h\u00ecnh th\u1ee9c \u0111\u00e3 t\u1eebng c\u00f3 nh\u01b0 \u0111i\u1ec7n tho\u1ea1i, email v\u00e0 x\u00e2y d\u1ef1ng quy tr\u00ecnh d\u1ecbch v\u1ee5 d\u1ef1a tr\u00ean nh\u1eefng k\u00eanh n\u00e0y. Nh\u01b0ng m\u1ed9t s\u1ef1 thay \u0111\u1ed5i r\u1ea5t l\u1edbn trong mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang di\u1ec5n ra, khi m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang chuy\u1ec3n t\u1eeb truy\u1ec1n th\u00f4ng ri\u00eang v\u1edbi c\u00e1c c\u00f4ng ty sang truy\u1ec1n th\u00f4ng c\u00f4ng khai tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, nh\u1eadn x\u00e9t tr\u00ean trang m\u1ea1ng v\u00e0 di\u1ec5n \u0111\u00e0n th\u1ea3o lu\u1eadn.<\/p>\n

V\u1ee5 b\u00ea b\u1ed1i g\u1ea7n \u0111\u00e2y nh\u1ea5t c\u1ee7a H\u00e3ng h\u00e0ng kh\u00f4ng M\u1ef9 United Airlines \u0111\u00e3 cho th\u1ea5y \u201cs\u1ee9c m\u1ea1nh b\u00e3o t\u00e1p\u201d c\u1ee7a m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ed1i v\u1edbi danh ti\u1ebfng c\u1ee7a m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u. V\u1edbi c\u00e1i gi\u00e1 qu\u00e1 cao \u0111\u1ebfn t\u1eeb s\u1ef1 kh\u00f4ng h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty c\u1ea7n nh\u1eefng k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 ph\u1ea3n \u1ee9ng hi\u1ec7u qu\u1ea3. H\u1ecd c\u1ea7n t\u00ecm ra c\u00e1ch bi\u1ebfn s\u1ef1 gi\u1eadn d\u1eef c\u1ee7a kh\u00e1ch h\u00e0ng th\u00e0nh \u0111i\u1ec1u c\u00f3 l\u1ee3i cho doanh nghi\u1ec7p. C\u00f3 th\u1ec3 n\u00f3i, hi\u1ec7n gi\u1edd, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u1ed1ng nh\u01b0 m\u1ed9t m\u00f4n th\u1ec3 thao thu h\u00fat nhi\u1ec1u kh\u00e1n gi\u1ea3. C\u00e1c th\u01b0\u01a1ng hi\u1ec7u c\u1ea7n hi\u1ec3u r\u00f5 cu\u1ed9c ch\u01a1i \u0111\u1ec3 c\u00f3 th\u1ec3 chi\u1ebfn th\u1eafng.<\/p>\n

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

Nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef c\u00f3 th\u1ec3 t\u1ed5 ch\u1ee9c m\u1ed9t cu\u1ed9c ph\u1ea3n \u0111\u1ed1i lan r\u1ed9ng, l\u00e0m t\u1ed5n h\u1ea1i danh ti\u1ebfng c\u1ee7a m\u1ed9t c\u00f4ng ty. H\u00ecnh b\u1ea3n quy\u1ec1n b\u1edfi StockUnlimited.<\/p>\n<\/div>\n

Jay Baer, t\u00e1c gi\u1ea3 c\u1ee7a \u201cHug Your Haters: How to Minimize the Impact of Angry Customers\u201d (t\u1ea1m d\u1ecbch: H\u00e3y y\u00eau ng\u01b0\u1eddi gh\u00e9t b\u1ea1n: L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 gi\u1ea3m thi\u1ec3u t\u00e1c h\u1ea1i c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng \u0111ang gi\u1eadn d\u1eef)<\/em> v\u00e0 Tyler Douglas, Gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb c\u1ee7a Vision Critical \u2013 m\u1ed9t c\u00f4ng ty chuy\u00ean v\u1ec1 ph\u1ea7n m\u1ec1m t\u00ecnh b\u00e1o kh\u00e1ch h\u00e0ng \u0111\u00e3 chia s\u1ebb nh\u1eefng c\u00e1ch m\u00e0 m\u1ed9t doanh nghi\u1ec7p c\u00f3 th\u1ec3 h\u1ecdc \u0111\u01b0\u1ee3c t\u1eeb nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef.<\/p>\n

Nh\u1eadn bi\u1ebft t\u1ea7m quan tr\u1ecdng t\u1eeb nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n

\u201cKh\u00f4ng gi\u1ed1ng v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng th\u1edd \u01a1, ng\u01b0\u1eddi ph\u00e0n n\u00e0n, ng\u01b0\u1eddi gh\u00e9t b\u1ea1n \u00edt nh\u1ea5t \u0111\u00e3 d\u00e0nh th\u1eddi gian \u0111\u1ec3 ph\u1ea3n h\u1ed3i\u201d, t\u00e1c gi\u1ea3 Jay Bayer n\u00f3i. \u201c\u0110\u00f3 ch\u00ednh l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng ph\u00e1t hi\u1ec7n s\u1edbm c\u00e1c v\u1ea5n \u0111\u1ec1 cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. H\u1ecd s\u1ebd cho b\u1ea1n bi\u1ebft doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u1ea7n c\u1ea3i thi\u1ec7n \u0111i\u1ec1u g\u00ec n\u1ebfu nh\u01b0 b\u1ea1n d\u00e0nh th\u1eddi gian \u0111\u1ec3 l\u1eafng nghe\u201d.<\/p>\n

H\u1ed3i \u0111\u00e1p m\u1ecdi l\u1eddi ph\u00e0n n\u00e0n<\/h2>\n

Doanh nghi\u1ec7p c\u1ea7n xem m\u1ecdi l\u1eddi ph\u00e0n n\u00e0n nh\u01b0 c\u01a1 h\u1ed9i \u0111\u1ec3 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m s\u00e2u s\u1eafc h\u01a1n v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u, thay v\u00ec ch\u1ec9 xem \u0111\u00e2y l\u00e0 m\u1ed9t v\u1ee5 mua b\u00e1n hay giao d\u1ecbch \u0111\u01a1n thu\u1ea7n. Khi b\u1ea1n tr\u1ea3 l\u1eddi t\u1ea5t c\u1ea3 ph\u00e0n n\u00e0n \u1edf m\u1ecdi k\u00eanh, m\u1ecdi l\u00fac, b\u1ea1n s\u1ebd b\u1ed3i \u0111\u1eafp nhi\u1ec1u gi\u00e1 tr\u1ecb h\u01a1n n\u1eefa cho th\u01b0\u01a1ng hi\u1ec7u. Ch\u1eb3ng h\u1ea1n, tr\u1ea3 l\u1eddi m\u1ed9t c\u00e2u ph\u00e0n n\u00e0n tr\u00ean trang web c\u1ee7a doanh nghi\u1ec7p gi\u00fap t\u0103ng s\u1ef1 \u1ee7ng h\u1ed9 cho th\u01b0\u01a1ng hi\u1ec7u l\u00ean 16%, n\u1ebfu l\u00e0 tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i th\u00ec s\u1ebd t\u0103ng s\u1ef1 \u1ee7ng h\u1ed9 l\u00ean 20%. \u201cB\u1ea1n c\u00f3 th\u1ec3 ch\u1ecdn c\u00e1ch nh\u00ecn c\u00e1c kh\u00e1ch h\u00e0ng n\u00e0y nh\u01b0 m\u1ed9t \u0111\u1ed1i t\u01b0\u1ee3ng ho\u00e0n to\u00e0n c\u00f3 l\u1ee3i cho doanh nghi\u1ec7p. B\u1ea1n c\u00f3 th\u1ec3 \u0111\u00f3n nh\u1eadn nh\u1eefng s\u1ef1 ph\u00e0n n\u00e0n v\u00e0 gi\u1eef \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng\u201d, Baer n\u00f3i.<\/p>\n

\"Ch\u00fa<\/p>\n

Doanh nghi\u1ec7p c\u1ea7n xem m\u1ecdi l\u1eddi ph\u00e0n n\u00e0n nh\u01b0 c\u01a1 h\u1ed9i \u0111\u1ec3 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m s\u00e2u s\u1eafc h\u01a1n v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u. H\u00ecnh b\u1ea3n quy\u1ec1n b\u1edfi StockUnlimited.<\/p>\n<\/div>\n

S\u1eed d\u1ee5ng s\u1ef1 gi\u1eadn d\u1eef c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t ch\u1ea5t x\u00fac t\u00e1c cho thay \u0111\u1ed5i t\u00edch c\u1ef1c<\/h2>\n

Gi\u1ea3i quy\u1ebft s\u1ef1 b\u1ef1c t\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t th\u00e1ch th\u1ee9c li\u00ean t\u1ee5c cho c\u00e1c th\u01b0\u01a1ng hi\u1ec7u, nh\u01b0ng c\u0169ng l\u00e0 m\u1ed9t c\u01a1 h\u1ed9i \u0111\u1ec3 l\u1eafng nghe v\u00e0 th\u00fac \u0111\u1ea9y s\u1ef1 thay \u0111\u1ed5i. C\u00e1c c\u00f4ng ty n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c c\u01a1 h\u1ed9i n\u00e0y c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 c\u1ee7a h\u1ecd v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i c\u00f3 gi\u00e1 tr\u1ecb \u0111\u1ec3 th\u00fac \u0111\u1ea9y c\u1ea3i c\u00e1ch v\u00e0 th\u00e0nh c\u00f4ng. \u201c\u0110\u00f4i khi, nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef nh\u1ea5t l\u00e0 nh\u1eefng ng\u01b0\u1eddi y\u00eau b\u1ea1n nh\u1ea5t. B\u1ea1n c\u1ea7n hi\u1ec3u \u0111i\u1ec1u g\u00ec l\u00e0m h\u1ecd gi\u1eadn \u0111\u1ec3 \u0111\u1ecbnh v\u1ecb t\u1ed1t h\u01a1n cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n trong c\u00e1ch ph\u1ea3n \u1ee9ng tr\u01b0\u1edbc kh\u1ee7ng ho\u1ea3ng, khi ti\u00ean li\u1ec7u c\u00e1c v\u1ea5n \u0111\u1ec1 v\u00e0 quan tr\u1ecdng h\u01a1n l\u00e0 t\u1ea1o n\u00ean c\u00e1c gi\u1ea3i ph\u00e1p\u201d. \u0110\u00f3 l\u00e0 chia s\u1ebb c\u1ee7a \u00f4ng Tyler Douglas, Gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb c\u1ee7a Vision Critical.<\/p>\n

Hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n<\/h2>\n

Ch\u1ee7 \u0111\u1ed9ng l\u00e0 c\u00e1ch gi\u00fap doanh nghi\u1ec7p tr\u00e1nh \u0111\u01b0\u1ee3c ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng ngay t\u1eeb \u0111\u1ea7u. \u0110\u1ec3 tr\u00e1nh \u0111\u01b0\u1ee3c c\u01a1n th\u1ecbnh n\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty c\u1ea7n th\u1ea5u hi\u1ec3u h\u1ecd. Nh\u01b0ng doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 ch\u1ec9 d\u1ef1a v\u00e0o c\u00e1c d\u1eef li\u1ec7u truy\u1ec1n th\u1ed1ng, \u0111o l\u01b0\u1eddng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 d\u1eef li\u1ec7u l\u1edbn (big data) c\u00f3 th\u1ec3 gi\u00fap hi\u1ec3u t\u1ed1t h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng. Th\u1ebf gi\u1edbi \u0111\u00e3 thay \u0111\u1ed5i r\u1ea5t nhi\u1ec1u, con \u0111\u01b0\u1eddng ph\u00eda tr\u01b0\u1edbc l\u00e0 x\u00e2y d\u1ef1ng nh\u1eefng \u0111\u1ed1i tho\u1ea1i li\u00ean t\u1ee5c ph\u00e1t tri\u1ec3n v\u00e0 c\u1ea3i thi\u1ec7n.<\/p>\n

Quan tr\u1ecdng h\u01a1n, c\u00e1c c\u00f4ng ty c\u1ea7n c\u00f3 \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi ch\u00fang d\u1ea7n chuy\u1ec3n th\u00e0nh s\u1ef1 ph\u00e0n n\u00e0n, gi\u1eadn d\u1eef. V\u00e0 sau h\u1ebft, c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 gi\u1ea3i quy\u1ebft r\u1eafc r\u1ed1i l\u00e0 nh\u1eadn ra r\u1eb1ng kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng ng\u01b0\u1eddi c\u00f3 ph\u1ea3n h\u1ed3i gi\u00e1 tr\u1ecb \u0111\u1ec3 \u0111\u00f3ng g\u00f3p cho doanh nghi\u1ec7p.<\/p>\n

Long H\u1ed3\/Theo\u00a0Doanh nh\u00e2n Cu\u1ed1i tu\u1ea7n<\/em><\/p>\n

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

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  • [Infographic] L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 kh\u00e1ch h\u00e0ng \u0111ang gi\u1eadn d\u1eef \u201ch\u1ea1 h\u1ecfa\u201d?<\/em><\/li>\n
  • K\u00e9o kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng quay tr\u1edf l\u1ea1i<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    V\u1edbi m\u1ea1ng x\u00e3 h\u1ed9i, nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef c\u00f3 th\u1ec3 t\u1ed5 ch\u1ee9c m\u1ed9t cu\u1ed9c ph\u1ea3n \u0111\u1ed1i lan r\u1ed9ng, l\u00e0m t\u1ed5n h\u1ea1i danh ti\u1ebfng c\u1ee7a m\u1ed9t c\u00f4ng ty, \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn doanh s\u1ed1 v\u00e0 doanh thu.<\/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\/53018"}],"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=53018"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53018\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53018"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53018"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53018"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}