{"id":53524,"date":"2023-12-20T07:43:41","date_gmt":"2023-12-20T00:43:41","guid":{"rendered":"https:\/\/masterskills.org\/blog\/the-nao-la-mot-dich-vu-khach-hang-tot.html"},"modified":"2023-12-20T07:43:41","modified_gmt":"2023-12-20T00:43:41","slug":"the-nao-la-mot-dich-vu-khach-hang-tot","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/the-nao-la-mot-dich-vu-khach-hang-tot.html","title":{"rendered":"Th\u1ebf n\u00e0o l\u00e0 m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t?"},"content":{"rendered":"<div id=\"test\">\u0110\u1ec3 c\u00f3 m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t, b\u1ea1n c\u1ea7n hi\u1ec3u kh\u00e1i ni\u1ec7m\u00a0d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? Khi l\u00e0 m\u1ed9t live chat agent, b\u1ea1n c\u0169ng l\u00e0 m\u1ed9t \u0111\u1ea1i di\u1ec7n cho to\u00e0n b\u1ed9 doanh nghi\u1ec7p v\u00e0 th\u01b0\u01a1ng hi\u1ec7u. \u0110\u1ec3 c\u00f3 th\u1ec3 \u0111em \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng nh\u1eefng tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 ho\u00e0n h\u1ea3o, m\u1ed7i agent c\u1ea7n ph\u1ea3i hi\u1ec3u kh\u00e1i ni\u1ec7m v\u00e0 n\u1eafm \u0111\u01b0\u1ee3c c\u00e1c k\u0129\u00a0n\u0103ng c\u1ea7n thi\u1ebft \u0111\u1ec3 cung c\u1ea5p m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t.<\/p>\n<p>Trong chu\u1ed7i n\u1ed9i dung \u201c\u0110\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t live chat agent xu\u1ea5t s\u1eafc\u201d, Masterskills s\u1ebd t\u1ed5ng h\u1ee3p nh\u1eefng ki\u1ebfn th\u1ee9c tr\u00ean v\u1edbi m\u1ee5c \u0111\u00edch tr\u1edf th\u00e0nh m\u1ed9t ngu\u1ed3n t\u00e0i li\u1ec7u thi\u1ebft th\u1ef1c d\u00e0nh cho c\u00e1c agent. Chu\u1ed7i b\u00e0i vi\u1ebft g\u1ed3m c\u00e1c ph\u1ea7n:<\/p>\n<ul>\n<li>Ph\u1ea7n 1: Th\u1ebf n\u00e0o l\u00e0 m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t?<\/li>\n<li>Ph\u1ea7n 2: C\u00e1c k\u0129\u00a0n\u0103ng \u0111\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t live chat agent xu\u1ea5t s\u1eafc (Ebook)<\/li>\n<li>Ph\u1ea7n 3: L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng nhanh v\u00e0 hi\u1ec7u qu\u1ea3<\/li>\n<li>Ph\u1ea7n 4: T\u1eeb ch\u1ed1i kh\u00e1ch h\u00e0ng<\/li>\n<li>Ph\u1ea7n 5: Ngh\u1ec7 thu\u1eadt xin l\u1ed7i kh\u00e1ch h\u00e0ng<\/li>\n<\/ul>\n<h2 id=\"1-phan-1-the-nao-la-mot-dich-vu-khach-hang-tot\">Ph\u1ea7n 1: Th\u1ebf n\u00e0o l\u00e0 m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t?<\/h2>\n<p>\u0110\u1ec3 th\u00e0nh c\u00f4ng th\u1ef1c s\u1ef1 trong kinh doanh online, ch\u1ec9 \u0111\u01a1n thu\u1ea7n cung c\u1ea5p m\u1ed9t s\u1ea3n ph\u1ea9m t\u1ed1t l\u00e0 ch\u01b0a \u0111\u1ee7, y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh l\u1ea1i n\u1eb1m \u1edf d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n<h3 id=\"1-1-vay-dich-vu-khach-hang-la-gi-lam-dich-vu-khach-hang-la-lam-gi\">V\u1eady d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? L\u00e0m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 l\u00e0m g\u00ec?<\/h3>\n<p>L\u00e0 c\u00e1c d\u1ecbch v\u1ee5, s\u1ef1 h\u1ed7 tr\u1ee3 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p cho kh\u00e1ch h\u00e0ng trong su\u1ed1t qu\u00e1 tr\u00ecnh tr\u01b0\u1edbc, trong v\u00e0 sau khi mua h\u00e0ng.<\/p>\n<p>C\u0169ng c\u00f3 th\u1ec3 hi\u1ec3u, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng nh\u1eb1m \u0111\u1ea3m b\u1ea3o nhu c\u1ea7u, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng.<\/p>\n<h3 id=\"1-2-the-nao-la-mot-dich-vu-khach-hang-tot\">Th\u1ebf n\u00e0o l\u00e0 m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t?<\/h3>\n<p>Kh\u00f4ng c\u00f3 kh\u00e1i ni\u1ec7m ch\u00ednh x\u00e1c hay quy chu\u1ea9n th\u1ed1ng nh\u1ea5t hay t\u00e0i li\u1ec7u d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u00e0o cho m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t, \u1edf m\u1ed7i l\u0129nh v\u1ef1c, ch\u00fang ta l\u1ea1i th\u1ea5y c\u00f3 s\u1ef1 kh\u00e1c nhau nh\u1ea5t \u0111\u1ecbnh.<\/p>\n<p>Hi\u1ec3u m\u1ed9t c\u00e1ch \u0111\u01a1n gi\u1ea3n, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 s\u1ef1 t\u1ed1i \u01b0u kh\u1ea3 n\u0103ng, ngu\u1ed3n l\u1ef1c \u0111\u1ec3 mang l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng. C\u00f3 2 y\u1ebfu t\u1ed1 \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng:<\/p>\n<ul>\n<li><strong>T\u1ed1c \u0111\u1ed9:<\/strong> \u0110\u00e2y l\u00e0 y\u1ebfu t\u1ed1 lu\u00f4n c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u1ea3m b\u1ea3o nh\u1ea5t khi cung c\u1ea5p d\u1ecbch v\u1ee5. T\u1eeb giao h\u00e0ng cho t\u1edbi ph\u1ea3n h\u1ed3i hay gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1, kh\u00e1ch h\u00e0ng lu\u00f4n c\u1ea7n s\u1ef1 cam k\u1ebft v\u1ec1 th\u1eddi gian v\u00e0 \u0111\u00fang h\u1eb9n.<\/li>\n<li><strong>S\u1ef1 chuy\u00ean nghi\u1ec7p:<\/strong> T\u1ea5t c\u1ea3 c\u00e1c y\u1ebfu t\u1ed1 t\u1eeb phong c\u00e1ch giao ti\u1ebfp, c\u00e1ch th\u1ee9c x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1\u2026 \u0111\u1ec1u ph\u1ea3i th\u1ef1c s\u1ef1 chuy\u00ean nghi\u1ec7p, th\u1ec3 hi\u1ec7n s\u1ef1 t\u00f4n tr\u1ecdng kh\u00e1ch h\u00e0ng, quan t\u00e2m t\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd. S\u1ef1 chuy\u00ean nghi\u1ec7p c\u00f2n \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 s\u1ef1 l\u00e0m ch\u1ee7 t\u00ecnh hu\u1ed1ng.<\/li>\n<\/ul>\n<p>\u0110\u1ec3 c\u00f3 th\u1ec3 cung c\u1ea5p m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi, t\u1ea5t c\u1ea3 c\u00e1c th\u00e0nh vi\u00ean c\u1ee7a doanh nghi\u1ec7p \u0111\u1ec1u ph\u1ea3i hi\u1ec3u t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c \u0111\u1eb7t kh\u00e1ch h\u00e0ng, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u v\u00e0 l\u1ea5y \u0111\u00f3 l\u00e0m c\u01a1 s\u1edf \u0111\u1ec3 ra quy\u1ebft \u0111\u1ecbnh h\u00e0nh \u0111\u1ed9ng.<\/p>\n<p>\u0110i\u1ec1u n\u00e0y c\u00e0ng c\u1ea7n thi\u1ebft \u0111\u1ed1i v\u1edbi c\u00e1c nh\u00e2n vi\u00ean c\u00f3 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0 live chat agent. B\u1ea1n c\u1ea7n ph\u1ea3i n\u1eafm r\u00f5:<\/p>\n<ul>\n<li><strong>Vai tr\u00f2 c\u1ee7a b\u1ea1n l\u00e0 g\u00ec?<\/strong><\/li>\n<\/ul>\n<p>B\u1ea1n l\u00e0 ng\u01b0\u1eddi \u0111\u1ea1i di\u1ec7n cho to\u00e0n b\u1ed9 doanh nghi\u1ec7p, l\u00e0 c\u1ea7u n\u1ed1i gi\u1eefa t\u1ea5t c\u1ea3 b\u1ed9 ph\u1eadn t\u1eeb b\u00e1n h\u00e0ng, marketing, ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m\u2026 v\u1edbi kh\u00e1ch h\u00e0ng. Vai tr\u00f2 c\u1ee7a b\u1ea1n l\u00e0 mang l\u1ea1i cho kh\u00e1ch h\u00e0ng nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi v\u00e0 khi\u1ebfn h\u1ecd c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng.<\/p>\n<ul>\n<li><strong>Kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n l\u00e0 ai?<\/strong><\/li>\n<\/ul>\n<p>Kh\u00e1ch h\u00e0ng l\u00e0 t\u00e0i s\u1ea3n l\u1edbn nh\u1ea5t c\u1ee7a doanh nghi\u1ec7p. H\u00e3y g\u1ea1t b\u1ecf suy ngh\u0129 r\u1eb1ng kh\u00e1ch h\u00e0ng \u0111\u01a1n thu\u1ea7n l\u00e0 nh\u1eefng ng\u01b0\u1eddi mua s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, h\u1ecd l\u00e0 nh\u1eefng ng\u01b0\u1eddi b\u1ea1n \u0111\u1ed3ng h\u00e0nh. B\u1ea1n c\u00e0ng \u0111em l\u1ea1i nhi\u1ec1u gi\u00e1 tr\u1ecb v\u00e0 x\u00e2y d\u1ef1ng l\u00f2ng tin c\u00e0ng v\u1eefng ch\u1eafc, h\u1ecd \u0111i c\u00f9ng b\u1ea1n m\u1ed9t qu\u00e3ng \u0111\u01b0\u1eddng c\u00e0ng d\u00e0i. X\u00e1c \u0111\u1ecbnh r\u00f5 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau \u0111\u1ec3 t\u1eadp trung v\u00e0 tr\u00e1nh l\u00e3ng ph\u00ed th\u1eddi gian v\u00e0 chi ph\u00ed.<\/p>\n<h3 id=\"1-3-cac-yeu-to-lam-nen-dich-vu-khach-hang-tuyet-voi\">C\u00e1c y\u1ebfu t\u1ed1 l\u00e0m n\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi<\/h3>\n<div id=\"attachment_9214\" style=\"width: 574px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9214 size-full\" src=\"https:\/\/masterskills.org\/blog\/wp-content\/uploads\/\/12\/7-expected-attitudes-of-great-customer-service-final.png\" alt=\"C\u00e1c y\u1ebfu t\u1ed1 c\u1ee7a m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi - Kh\u00e1i ni\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? Vai tr\u00f2 c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng\" width=\"564\" height=\"3408\" title=\"7-expected-attitudes-of-great-customer-service-final\"><\/p>\n<p class=\"wp-caption-text\">Xem k\u00edch th\u01b0\u1edbc \u0111\u1ea7y \u0111\u1ee7 T\u1ea0I \u0110\u00c2Y<\/p>\n<\/div>\n<p>Khi \u0111\u00e3 hi\u1ec3u r\u00f5 th\u1ebf n\u00e0o l\u00e0 m\u1ed9t d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t, vi\u1ec7c c\u1ea7n l\u00e0m ch\u1ec9 l\u00e0 ph\u00e1t tri\u1ec3n th\u00eam c\u00e1c k\u0129\u00a0n\u0103ng. C\u00f3 m\u1ed9t \u0111i\u1ec1u ch\u1eafc ch\u1eafn r\u1eb1ng, m\u1ecdi k\u0129\u00a0n\u0103ng \u0111\u1ec1u c\u00f3 th\u1ec3 luy\u1ec7n t\u1eadp \u0111\u1ec3 tr\u1edf n\u00ean th\u00e0nh th\u1ee5c v\u00e0 chuy\u00ean nghi\u1ec7p, nh\u01b0ng c\u00f3 t\u01b0 duy \u0111\u00fang \u0111\u1eafn m\u1edbi l\u00e0 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i b\u1ea3n ch\u1ea5t \u0111\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t \u0111\u1ea1i di\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc.<\/p>\n<div class=\"rs-download\">\n<div class=\"thumb-download\">\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/files.Masterskills.com\/2016\/09\/15\/a44a0c6c-0c9c-44ec-bbf3-b16254afe424.png\" alt=\"live agent - Vai tr\u00f2 c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?\" width=\"2550\" height=\"3300\"><\/p>\n<\/div>\n<div class=\"desc-download\">\n<h3>[T\u1ea2I MI\u1ec4N PH\u00cd] L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t live chat agent xu\u1ea5t s\u1eafc<\/h3>\n<p>T\u00e0i li\u1ec7u n\u00e0y s\u1ebd cung c\u1ea5p nh\u1eefng k\u0129 n\u0103ng c\u1ea7n thi\u1ebft cho live chat agent \u0111\u1ec3 giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3, nhanh ch\u00f3ng t\u00ecm ra v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u1ec3 hi\u1ec7n th\u01b0\u01a1ng hi\u1ec7u m\u1ed9t c\u00e1ch chuy\u00ean nghi\u1ec7p, gi\u00fap ch\u1ee7 doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c t\u01b0 duy d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o. (Link t\u1ea3i ph\u00eda d\u01b0\u1edbi)<\/p>\n<p>T\u1ea2I MI\u1ec4N PH\u00cd NGAY<\/p>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Trong chu\u1ed7i n\u1ed9i dung \u201c\u0110\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t live chat agent xu\u1ea5t s\u1eafc\u201d, Masterskills s\u1ebd t\u1ed5ng h\u1ee3p nh\u1eefng ki\u1ebfn th\u1ee9c tr\u00ean v\u1edbi m\u1ee5c \u0111\u00edch tr\u1edf th\u00e0nh m\u1ed9t ngu\u1ed3n t\u00e0i li\u1ec7u thi\u1ebft th\u1ef1c d\u00e0nh cho c\u00e1c agent. Chu\u1ed7i b\u00e0i vi\u1ebft g\u1ed3m c\u00e1c ph\u1ea7n:<\/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\/53524"}],"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=53524"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53524\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53524"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53524"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53524"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}