{"id":53230,"date":"2023-12-20T06:43:49","date_gmt":"2023-12-19T23:43:49","guid":{"rendered":"https:\/\/masterskills.org\/blog\/thiet-lap-van-hoa-lay-khach-hang-lam-trung-tam-trong-doanh-nghiep.html"},"modified":"2023-12-20T06:43:49","modified_gmt":"2023-12-19T23:43:49","slug":"thiet-lap-van-hoa-lay-khach-hang-lam-trung-tam-trong-doanh-nghiep","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/thiet-lap-van-hoa-lay-khach-hang-lam-trung-tam-trong-doanh-nghiep.html","title":{"rendered":"Thi\u1ebft l\u1eadp v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong doanh nghi\u1ec7p"},"content":{"rendered":"
L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m (Customer centricity) l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. B\u1ea1n t\u1ef1 tin r\u1eb1ng s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n c\u00f3 gi\u00e1 v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng tuy\u1ec7t v\u1eddi? Li\u1ec7u d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 t\u1ec9 l\u1ec7 thu\u1eadn v\u1edbi \u0111\u1ed9 h\u1ea5p d\u1eabn c\u1ee7a s\u1ea3n ph\u1ea9m hay kh\u00f4ng? N\u1ebfu c\u00e2u tr\u1ea3 l\u1eddi l\u00e0 kh\u00f4ng, ph\u1ea7n l\u1edbn nh\u1eefng kh\u00e1ch h\u00e0ng mua s\u1ea3n ph\u1ea9m t\u1eeb b\u1ea1n s\u1ebd kh\u00f4ng quay l\u1ea1i trong t\u01b0\u01a1ng lai.<\/p>\n

Kh\u00e1ch h\u00e0ng lu\u00f4n b\u1ecb thu h\u00fat b\u1edfi nh\u1eefng \u0111\u1ec1 ngh\u1ecb h\u1ea5p d\u1eabn t\u1eeb c\u00e1c nh\u00e0 cung c\u1ea5p kh\u00e1c nhau. H\u1ecd kh\u00f4ng nh\u1eefng th\u00edch mua h\u00e0ng v\u1edbi gi\u00e1 h\u1eddi m\u00e0 c\u00f2n d\u1ec5 \u201cxi\u00eau l\u00f2ng\u201d b\u1edfi ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. N\u1ebfu b\u1ea1n mu\u1ed1n tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng c\u00f4ng ty cung c\u1ea5p\u00a0d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc nh\u1ea5t, h\u00e3y\u00a0thi\u1ebft l\u1eadp v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c g\u1ee3i \u00fd \u0111\u1ec3 bi\u1ebfn kh\u00e1ch h\u00e0ng l\u00e0m\u00a0trung t\u00e2m trong b\u1ea3n k\u1ebf ho\u1ea1ch kinh doanh .<\/p>\n

\"L\u1ea5y<\/p>\n

\u0110\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 y\u1ebfu t\u1ed1 c\u01a1 b\u1ea3n trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

1. \u0110\u00e0o t\u1ea1o v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h2>\n

\u0110\u1ec3 x\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, c\u1ea7n b\u1eaft \u0111\u1ea7u t\u1eeb y\u1ebfu t\u1ed1 n\u1ed9i t\u1ea1i \u2013 ch\u00ednh l\u00e0 nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n. M\u1ed7i ng\u01b0\u1eddi trong c\u00f4ng ty n\u00ean \u0111\u01b0\u1ee3c tham gia v\u00e0o c\u00e1c bu\u1ed5i hu\u1ea5n luy\u1ec7n v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. T\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean \u0111\u1ec1u c\u1ea7n bi\u1ebft c\u00e1ch giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, lo\u1ea1i c\u00e2u n\u00e0o n\u00ean s\u1eed d\u1ee5ng v\u00e0 c\u00e1ch gi\u1ea3i quy\u1ebft c\u00e1c tr\u01b0\u1eddng h\u1ee3p \u0111\u01a1n gi\u1ea3n. Vi\u1ec7c \u0111\u00e0o t\u1ea1o n\u00e0y s\u1ebd d\u1ea1y h\u1ecd nh\u1eefng th\u1ee9 c\u01a1 b\u1ea3n nh\u1ea5t v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 cho h\u1ecd th\u1ea5y kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 ph\u1ea7n c\u1ed1t l\u00f5i c\u1ee7a kinh doanh.<\/p>\n

T\u1ea1i sao t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng? C\u00e2u tr\u1ea3 l\u1eddi l\u00e0, th\u1eadm ch\u00ed ngay \u0111\u1ebfn nh\u1eefng nh\u00e2n vi\u00ean thi\u1ebft k\u1ebf \u0111\u1ed3 h\u1ecda c\u0169ng \u201ctr\u00f2 chuy\u1ec7n\u201d v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh m\u1ecdi l\u00fac. B\u00ean c\u1ea1nh \u0111\u00f3, n\u1ebfu h\u1ecd thi\u1ebft k\u1ebf cho c\u00f4ng ty c\u1ee7a b\u1ea1n, h\u1ecd c\u0169ng r\u1ea5t n\u00ean bi\u1ebft v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. N\u1ebfu m\u1ed7i nh\u00e2n vi\u00ean \u0111\u1ec1u \u00fd th\u1ee9c \u0111\u01b0\u1ee3c v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, s\u1ebd kh\u00f4ng c\u00f3 v\u1ea5n \u0111\u1ec1 n\u00e0o t\u1ed3n \u0111\u1ecdng hay email n\u00e0o g\u1eedi \u0111\u1ebfn m\u00e0 kh\u00f4ng \u0111\u01b0\u1ee3c h\u1ed3i \u0111\u00e1p.<\/p>\n

Zappos \u2013 m\u1ed9t c\u00f4ng ty chuy\u00ean b\u00e1n gi\u00e0y v\u00e0 trang ph\u1ee5c, r\u1ea5t n\u1ed5i ti\u1ebfng v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i. Th\u01b0\u01a1ng hi\u1ec7u n\u00e0y \u0111\u1eb7c bi\u1ec7t truy\u1ec1n c\u1ea3m h\u1ee9ng trong v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. H\u1ecd s\u1ebd sa th\u1ea3i c\u1ea3 nh\u1eefng ng\u01b0\u1eddi gi\u1ecfi nh\u1ea5t n\u1ebfu h\u1ecd kh\u00f4ng th\u1ea5m nhu\u1ea7n v\u0103n h\u00f3a \u1ea5y. Tony Hsieh (CEO c\u1ee7a Zappos) ph\u00e1t bi\u1ec3u: \u201cNgay c\u1ea3 khi ai \u0111\u00f3 ho\u00e0n th\u00e0nh xu\u1ea5t s\u1eafc c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd, ngay c\u1ea3 khi h\u1ecd l\u00e0 ng\u00f4i sao trong l\u0129nh v\u1ef1c h\u1ecd \u0111ang l\u00e0m, ch\u1ec9 c\u1ea7n h\u1ecd kh\u00f4ng l\u00e0m \u0111\u00fang theo v\u0103n h\u00f3a c\u1ee7a c\u00f4ng ty, ch\u00fang t\u00f4i s\u1ebd sa th\u1ea3i h\u1ecd ch\u1ec9 v\u1edbi l\u00fd do n\u00e0y. Ph\u1ea3n h\u1ed3i v\u1ec1 vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u00f3ng 50% v\u00e0o vi\u1ec7c b\u1ea1n c\u00f3 \u0111ang s\u1ed1ng c\u00f9ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 truy\u1ec1n \u0111i c\u1ea3m h\u1ee9ng cho nh\u1eefng ng\u01b0\u1eddi xung quanh hay kh\u00f4ng\u201d.<\/p>\n

2. Nh\u1eadn th\u1ee9c v\u1ec1 vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/h2>\n

N\u1ebfu b\u1ea1n mu\u1ed1n kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh ph\u1ea7n quan tr\u1ecdng nh\u1ea5t c\u1ee7a c\u00f4ng vi\u1ec7c kinh doanh, b\u1ea1n c\u1ea7n ph\u1ea3i \u0111\u1eb7t h\u1ecd l\u00ean tr\u01b0\u1edbc ti\u00ean. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 g\u00ec? B\u1ea1n c\u1ea7n thi\u1ebft l\u1eadp m\u1ed9t tri\u1ebft l\u00fd ng\u1eafn g\u1ecdn v\u00e0 r\u00f5 r\u00e0ng \u201cs\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 ch\u00eca kh\u00f3a cho th\u00e0nh c\u00f4ng\u201d. H\u00e3y khi\u1ebfn n\u00f3 tr\u1edf th\u00e0nh ph\u01b0\u01a1ng ch\u00e2m ho\u1ea1t \u0111\u1ed9ng ch\u00ednh th\u1ee9c c\u1ee7a c\u00f4ng ty theo ng\u00f4n ng\u1eef c\u1ee7a ri\u00eang b\u1ea1n b\u1eb1ng c\u00e1ch nh\u1ea5n m\u1ea1nh tri\u1ebft l\u00fd v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng tr\u00ean website v\u00e0 c\u00e1c trang m\u1ea1ng x\u00e3 h\u1ed9i. Tuy nhi\u00ean, b\u1ea1n c\u1ea7n \u0111\u1ea3m b\u1ea3o r\u1eb1ng l\u1eddi n\u00f3i ph\u1ea3i \u0111i \u0111\u00f4i v\u1edbi h\u00e0nh \u0111\u1ed9ng.<\/p>\n

H\u00e3y \u0111\u1ecbnh h\u01b0\u1edbng cho nh\u00e2n vi\u00ean v\u1ec1 l\u1ee3i \u00edch c\u1ee7a vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 s\u1ef1 thi\u1ebfu v\u1eafng n\u00f3 trong ho\u1ea1t \u0111\u1ed9ng hi\u1ec7n t\u1ea1i c\u1ee7a c\u00f4ng ty. L\u1ea5y v\u00ed d\u1ee5 v\u1ec1 c\u00e1c c\u00f4ng ty \u0111\u00e3 l\u00e0m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t v\u00e0 c\u00f3 l\u1ee3i nhu\u1eadn l\u1edbn nh\u1ea5t trong l\u0129nh v\u1ef1c kinh doanh c\u1ee7a b\u1ea1n, vi\u1ebft c\u00e1c b\u00e0i blog v\u1ec1 \u0111i\u1ec1u \u0111\u00f3 v\u00e0 khi\u1ebfn m\u1ecdi ng\u01b0\u1eddi c\u1ea3m th\u1ea5y quen thu\u1ed9c h\u01a1n b\u1eb1ng c\u00e1c s\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea.<\/p>\n

Theo Forrester\u2019s Customer Experience Index, c\u00e1c c\u00f4ng ty v\u1edbi v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 gi\u00e1 tr\u1ecb h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7. S\u1ef1 quan s\u00e1t n\u00e0y \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1edfi c\u00e1c s\u1ed1 li\u1ec7u chuy\u00ean s\u00e2u h\u01a1n. V\u00ed d\u1ee5, kh\u1ea3 n\u0103ng b\u00e1n h\u00e0ng cho kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i \u0111\u1ea1t t\u1edbi 60 \u2013 70% trong khi con s\u1ed1 \u1edf \u0111\u1ed1i t\u01b0\u1ee3ng ti\u1ec1m n\u0103ng ch\u1ec9 l\u00e0 5-20%.<\/p>\n

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

L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u1ea7n tr\u1edf th\u00e0nh v\u0103n h\u00f3a c\u00f4ng ty<\/p>\n<\/div>\n

3. Khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng l\u00e0 \u01b0u ti\u00ean s\u1ed1 1<\/h2>\n

Kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng \u201cc\u1ed5 \u0111\u00f4ng\u201d quan tr\u1ecdng nh\u1ea5t c\u1ee7a c\u00f4ng ty. S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd \u0111\u00f3ng vai tr\u00f2 c\u1ef1c k\u1ef3 l\u1edbn trong vi\u1ec7c h\u1ecd s\u1eb5n s\u00e0ng b\u1ecf ra bao nhi\u00eau \u0111\u1ec3 \u0111\u00f3ng g\u00f3p v\u00e0o doanh thu c\u00f4ng ty.
\nM\u1ed9t nghi\u00ean c\u1ee9u th\u1ef1c hi\u1ec7n b\u1edfi InfoQuest cho th\u1ea5y r\u1eb1ng m\u1ed9t kh\u00e1ch h\u00e0ng ho\u00e0n to\u00e0n h\u00e0i l\u00f2ng \u0111\u00f3ng g\u00f3p g\u1ea5p 2,6 l\u1ea7n doanh thu so v\u1edbi m\u1ed9t kh\u00e1ch h\u00e0ng ch\u1ec9 h\u00e0i l\u00f2ng \u1edf m\u1ed9t s\u1ed1 kh\u00eda c\u1ea1nh v\u00e0 g\u1ea5p 14 l\u1ea7n so v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng \u1edf \u0111i\u1ec3m b\u1ea5t k\u1ef3 tr\u00ean h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/p>\n

Th\u00f4ng th\u01b0\u1eddng, b\u1ea1n c\u1ea7n ph\u1ea3i hy sinh m\u1ed9t v\u00e0i th\u1ee9 \u0111\u1ec3 khi\u1ebfn cho d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean t\u1ed1t h\u01a1n. V\u00ed d\u1ee5, b\u1ea1n c\u1ea7n ph\u1ea3i r\u00fat ng\u1eafn cu\u1ed9c h\u1ecdp ho\u1eb7c tr\u1ea3 l\u1eddi email v\u00e0o nh\u1eefng d\u1ecbp l\u1ec5, T\u1ebft. Tuy nhi\u00ean, \u0111\u1ebfn cu\u1ed1i ng\u00e0y, b\u1ea1n s\u1ebd th\u1ea5y r\u1eb1ng s\u1ef1 hy sinh n\u00e0y l\u00e0 ho\u00e0n to\u00e0n x\u1ee9ng \u0111\u00e1ng. N\u1ebfu ng\u01b0\u1eddi qu\u1ea3n l\u00fd l\u00e0m \u0111i\u1ec1u n\u00e0y, h\u1ecd s\u1ebd ch\u1ee9ng minh \u0111\u01b0\u1ee3c r\u1eb1ng nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 ch\u1edd \u0111\u1ee3i cho \u0111\u1ebfn khi ng\u01b0\u1eddi ph\u1ee5 tr\u00e1ch d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ho\u00e0n to\u00e0n r\u1ea3nh \u0111\u1ec3 h\u1ed3i \u0111\u00e1p. H\u1ecd \u0111em \u0111\u1ebfn m\u1ed9t d\u1ea5u hi\u1ec7u c\u1ef1c k\u1ef3 r\u00f5 r\u00e0ng r\u1eb1ng s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng n\u00ean l\u00e0 \u01b0u ti\u00ean th\u1ef1c s\u1ef1 cho to\u00e0n b\u1ed9 c\u00f4ng ty.<\/p>\n

Khi nh\u1eefng nh\u00e2n vi\u00ean nh\u00ecn th\u1ea5y c\u00e1ch l\u00e0m vi\u1ec7c n\u00e0y \u1edf nh\u1eefng ng\u01b0\u1eddi qu\u1ea3n l\u00fd, h\u1ecd s\u1ebd c\u00f3 xu h\u01b0\u1edbng l\u00e0m theo nhi\u1ec1u h\u01a1n v\u00e0 t\u1eeb \u0111\u00e2y, \u0111i\u1ec3m s\u1ed1 d\u00e0nh cho s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng ch\u1eafc ch\u1eafn s\u1ebd t\u0103ng r\u00f5 r\u1ec7t.<\/p>\n

4. Trao th\u01b0\u1edfng cho nh\u1eefng nh\u00e2n vi\u00ean gi\u00fap kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng<\/h2>\n

\u0110\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong c\u00f4ng ty, b\u1ea1n c\u1ea7n ph\u1ea3i c\u00f3 m\u1ed9t \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean c\u00f3 kh\u1ea3 n\u0103ng t\u01b0\u01a1ng t\u00e1c t\u1ed1t v\u00e0 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng tr\u00ean ph\u01b0\u01a1ng di\u1ec7n c\u00e1 nh\u00e2n. B\u1ea1n c\u00f3 th\u1ec3 trao th\u01b0\u1edfng cho nh\u1eefng nh\u00e2n vi\u00ean \u0111em \u0111\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i v\u00e0 lu\u00f4n \u0111\u00e1p \u1ee9ng v\u01b0\u1ee3t xa kh\u1ecfi nh\u1eefng g\u00ec c\u1ea7n thi\u1ebft \u0111\u1ec3 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng.<\/p>\n

Cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u00f4ng qua Live Chat s\u1ebd khi\u1ebfn vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean d\u1ec5 d\u00e0ng h\u01a1n. Live Chat cho ph\u00e9p b\u1ea1n nh\u1eadn th\u1ea5y \u0111\u1ea1i di\u1ec7n n\u00e0o \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng \u1edf m\u1ee9c cao nh\u1ea5t (\u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 b\u1edfi ch\u00ednh kh\u00e1ch h\u00e0ng). T\u1ea5t nhi\u00ean, b\u1ea1n v\u1eabn c\u00f3 th\u1ec3 ch\u1ecdn c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3.<\/p>\n

\"Masterskills<\/p>\n

S\u1eed d\u1ee5ng Live Chat s\u1ebd khi\u1ebfn vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean d\u1ec5 d\u00e0ng h\u01a1n<\/p>\n<\/div>\n

B\u1ea1n c\u0169ng n\u00ean c\u00f3 nh\u1eefng nh\u00ecn nh\u1eadn x\u1ee9ng \u0111\u00e1ng d\u00e0nh cho nh\u1eefng con ng\u01b0\u1eddi \u201c\u0111\u1eb1ng sau c\u00e1nh g\u00e0\u201d, tuy kh\u00f4ng tr\u1ef1c ti\u1ebfp li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0ng ch\u1eafc ch\u1eafn x\u1ee9ng \u0111\u00e1ng v\u1edbi s\u1ef1 ghi nh\u1eadn \u0111\u00f3, v\u00ed d\u1ee5 nh\u01b0 nh\u1eefng ng\u01b0\u1eddi ph\u1ee5 tr\u00e1ch thi\u1ebft k\u1ebf \u0111\u1ed3 h\u1ecda k\u1ec3 tr\u00ean. V\u00e0o m\u1ed7i d\u1ecbp Valentine, Southwest Airlines l\u1ea1i trao t\u1eb7ng danh hi\u1ec7u \u201cNg\u01b0\u1eddi anh h\u00f9ng c\u1ee7a Tr\u00e1i tim\u201d nh\u01b0 m\u1ed9t ph\u1ea7n th\u01b0\u1edfng cho nh\u1eefng c\u1ed1ng hi\u1ebfn c\u1ee7a \u201ct\u1eadp th\u1ec3 nh\u1eefng ng\u00f4i sao th\u1ea7m l\u1eb7ng l\u00e0m vi\u1ec7c sau c\u00e1nh g\u00e0\u201d theo c\u00e1ch g\u1ecdi c\u1ee7a h\u1ecd \u2013 ng\u01b0\u1eddi kh\u00f4ng h\u1ec1 c\u00f3 m\u1ed9t t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp n\u00e0o v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0ng c\u00f3 s\u1ef1 \u0111\u00f3ng g\u00f3p quan tr\u1ecdng trong vi\u1ec7c \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd.<\/p>\n

5. Chia s\u1ebb th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n

\u0110\u1eebng bao gi\u1edd k\u1ebft th\u00fac m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng ngay sau khi b\u1ea1n b\u00e1n h\u00e0ng cho h\u1ecd. H\u00e3y h\u1ed7 tr\u1ee3 s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng. Khi kh\u00e1ch h\u00e0ng \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec \u0111\u00f3 trong cu\u1ed9c s\u1ed1ng, h\u00e3y chia vui c\u00f9ng h\u1ecd, ch\u00fac m\u1eebng h\u1ecd v\u00e0 chia s\u1ebb nh\u1eefng suy ngh\u0129 c\u1ee7a b\u1ea1n tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n

M\u1ed9t trong nh\u1eefng \u00fd t\u01b0\u1edfng t\u1ed1t\u00a0nh\u1ea5t l\u00e0 h\u00e3y vi\u1ebft c\u00e2u chuy\u1ec7n v\u1ec1 th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n. N\u00f3 gi\u00fap b\u1ea1n nu\u00f4i d\u01b0\u1ee1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng th\u1eddi cho th\u1ea5y r\u1eb1ng kh\u00e1ch h\u00e0ng l\u00e0 ph\u1ea7n ch\u00ednh y\u1ebfu c\u1ee7a c\u00f4ng vi\u1ec7c kinh doanh v\u00e0 b\u1ea1n \u1edf \u0111\u00e2y \u0111\u1ec3 gi\u00fap h\u1ecd, khi\u1ebfn cu\u1ed9c s\u1ed1ng c\u1ee7a h\u1ecd tr\u1edf n\u00ean d\u1ec5 d\u00e0ng v\u00e0 t\u1ed1t \u0111\u1eb9p h\u01a1n. S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd ch\u00ednh l\u00e0 ch\u00eca kh\u00f3a cho m\u1ecdi th\u00e0nh c\u00f4ng.<\/p>\n

Thi\u1ebft l\u1eadp v\u0103n h\u00f3a l\u1ea5y\u00a0kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/h2>\n

\u0110\u1ec3 kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 \u0111i\u1ec1u b\u1eaft bu\u1ed9c n\u1ebfu b\u1ea1n mu\u1ed1n c\u00f3 nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 c\u00f4ng vi\u1ec7c kinh doanh thu\u1eadn l\u1ee3i. M\u1ed9t v\u00e0i c\u00f4ng ty tu\u00e2n th\u1ee7 \u0111i\u1ec1u n\u00e0y tuy\u1ec7t \u0111\u1ed1i, v\u00ed d\u1ee5 nh\u01b0 h\u1ecd s\u1eb5n s\u00e0ng sa th\u1ea3i nh\u00e2n vi\u00ean n\u1ebfu ng\u01b0\u1eddi \u0111\u00f3 kh\u00f4ng ph\u00f9 h\u1ee3p v\u1edbi v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. \u0110i\u1ec1u n\u00e0y nghe c\u00f3 v\u1ebb c\u1ef1c \u0111oan, nh\u01b0ng \u0111\u00f3 l\u1ea1i ch\u00ednh l\u00e0 quy t\u1eafc \u0111\u1ec3 b\u1ea1n \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau quan tr\u1ecdng nh\u1ea5t: s\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng. Ch\u1ec9 c\u1ea7n b\u1ea1n c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u00e0 vui v\u1ebb, b\u1ea1n s\u1ebd c\u00f3 s\u1ef1 nghi\u1ec7p kinh doanh th\u00e0nh c\u00f4ng.<\/p>\n

Theo Olga Kolodynska<\/em><\/p>\n

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

    \n
  • Nh\u00e0 v\u1ec7 sinh \u1edf Nh\u1eadt d\u1ea1y b\u1ea1n \u0111i\u1ec1u g\u00ec v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/em><\/li>\n
  • L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, kh\u00f3 hay d\u1ec5?<\/em><\/li>\n
  • Th\u1eaft ch\u1eb7t m\u1ed1i quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Kh\u00e1ch h\u00e0ng lu\u00f4n b\u1ecb thu h\u00fat b\u1edfi nh\u1eefng \u0111\u1ec1 ngh\u1ecb h\u1ea5p d\u1eabn t\u1eeb c\u00e1c nh\u00e0 cung c\u1ea5p kh\u00e1c nhau. H\u1ecd kh\u00f4ng nh\u1eefng th\u00edch mua h\u00e0ng v\u1edbi gi\u00e1 h\u1eddi m\u00e0 c\u00f2n d\u1ec5 \u201cxi\u00eau l\u00f2ng\u201d b\u1edfi ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. N\u1ebfu b\u1ea1n mu\u1ed1n tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng c\u00f4ng ty cung c\u1ea5p\u00a0d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc nh\u1ea5t, h\u00e3y\u00a0thi\u1ebft l\u1eadp v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c g\u1ee3i \u00fd \u0111\u1ec3 bi\u1ebfn kh\u00e1ch h\u00e0ng l\u00e0m\u00a0trung t\u00e2m trong b\u1ea3n k\u1ebf ho\u1ea1ch kinh doanh .<\/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\/53230"}],"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=53230"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53230\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53230"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53230"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53230"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}