{"id":53551,"date":"2023-12-20T07:49:44","date_gmt":"2023-12-20T00:49:44","guid":{"rendered":"https:\/\/masterskills.org\/blog\/ban-muon-co-nhung-trai-nghiem-tuyet-voi-hay-toi-te.html"},"modified":"2023-12-20T07:49:44","modified_gmt":"2023-12-20T00:49:44","slug":"ban-muon-co-nhung-trai-nghiem-tuyet-voi-hay-toi-te","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ban-muon-co-nhung-trai-nghiem-tuyet-voi-hay-toi-te.html","title":{"rendered":"B\u1ea1n mu\u1ed1n c\u00f3 nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi hay t\u1ed3i t\u1ec7?"},"content":{"rendered":"
\n

Khi ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi nhi\u1ec1u t\u00ecnh hu\u1ed1ng kh\u00f4ng nh\u01b0 \u00fd, nhi\u1ec1u ng\u01b0\u1eddi trong ch\u00fang ta ngay l\u1eadp t\u1ee9c b\u1ecb xu\u1ed1ng tinh th\u1ea7n v\u00e0 ngh\u0129 r\u1eb1ng h\u00f4m nay th\u1eadt l\u00e0 m\u1ed9t ng\u00e0y t\u1ed3i t\u1ec7. T\u1ea7n su\u1ea5t x\u1ea3y ra nh\u1eefng t\u00ecnh hu\u1ed1ng tr\u00ean v\u1edbi b\u1ea1n nh\u01b0 th\u1ebf n\u00e0o? 1 l\u1ea7n\/tu\u1ea7n? V\u00e0i ng\u00e0y\/tu\u1ea7n? Kh\u00f4ng th\u01b0\u1eddng xuy\u00ean? D\u00f9 th\u1ebf n\u00e0o th\u00ec\u00a0ch\u1eafc ch\u1eafn c\u00f4ng vi\u1ec7c c\u1ee7a ch\u00fang ta s\u1ebd b\u1ecb \u1ea3nh h\u01b0\u1edfng.<\/p>\n

T\u01b0\u01a1ng t\u1ef1, nh\u00e2n vi\u00ean ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 c\u0169ng s\u1ebd g\u1eb7p t\u00ecnh hu\u1ed1ng tr\u00ean tr\u01b0\u1edbc khi \u0111\u1ebfn n\u01a1i l\u00e0m vi\u1ec7c. Tuy nhi\u00ean, do \u0111\u1eb7c th\u00f9 c\u00f4ng vi\u1ec7c, h\u1ecd v\u1eabn lu\u00f4n ph\u1ea3i gi\u1eef s\u1ef1 vui v\u1ebb d\u00f9 g\u1eb7p nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00f3 kh\u0103n hay tr\u00f2 chuy\u1ec7n v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng gi\u1eadn d\u1eef. \u0110\u00e2y h\u1eb3n l\u00e0 nh\u1eefng th\u1eed th\u00e1ch c\u0103ng th\u1eb3ng v\u00e0 h\u00f2a tr\u1ed9n c\u1ee7a nhi\u1ec1u c\u1ea3m x\u00fac.\u00a0V\u00e0 d\u00f9 th\u1ebf n\u00e0o \u0111i n\u1eefa, h\u1ecd c\u0169ng c\u1ea7n s\u1ef1 chia s\u1ebb.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t c\u00e2u chuy\u1ec7n \u0111\u1ea7y t\u00ednh nh\u00e2n v\u0103n m\u00e0 g\u1ea7n \u0111\u00e2y m\u00e0 t\u00f4i \u0111\u1ecdc \u0111\u01b0\u1ee3c:<\/p>\n

\u201cH\u00f4m nay th\u1eadt s\u1ef1 l\u00e0 m\u1ed9t ng\u00e0y t\u1ed3i t\u1ec7, hi\u1ebfm khi n\u00e0o t\u00f4i l\u1ea1i c\u00f3 c\u01a1 h\u1ed9i \u201cch\u0103m s\u00f3c\u201d m\u1ed9t lo\u1ea1t c\u00e1c kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh nh\u01b0 v\u1eady. V\u00ec l\u1ebd \u0111\u00f3, g\u1ea7n cu\u1ed1i bu\u1ed5i chi\u1ec1u, khi m\u1ed9t c\u1eadu b\u00e9 kho\u1ea3ng s\u00e1u tu\u1ed5i b\u01b0\u1edbc v\u00e0o, t\u00f4i ch\u1ec9 c\u00f3 th\u1ec3 c\u01b0\u1eddi g\u01b0\u1ee3ng. Ch\u00fa b\u00e9 m\u1ea5t 1s nh\u00ecn t\u00f4i sau \u0111\u00f3 ch\u1ea1y l\u1ea1i \u00f4m t\u00f4i m\u1ed9t c\u00e1ch \u1ea5m \u00e1p.<\/p>\n

\u2013 C\u1ea3m \u01a1n c\u1eadu b\u00e9 \u0111\u00e1ng y\u00eau, nh\u01b0ng m\u1eb9 c\u1ee7a ch\u00e1u \u0111\u00e2u?<\/p>\n

\u2013 M\u1eb9 ch\u00e1u s\u1ebd v\u00e0o nhanh th\u00f4i \u1ea1!<\/p>\n

\u2013 Nh\u01b0ng m\u1eb9 ch\u00e1u ch\u1eafc ch\u1eafn s\u1ebd kh\u00f4ng mu\u1ed1n ch\u00e1u \u00f4m ng\u01b0\u1eddi l\u1ea1!<\/p>\n

\u2013 M\u1eb9 ch\u00e1u d\u1eb7n, nh\u1eefng ng\u01b0\u1eddi l\u00e0m vi\u1ec7c \u1edf c\u1eeda h\u00e0ng c\u1ea7n \u0111\u01b0\u1ee3c chia s\u1ebb nhi\u1ec1u h\u01a1n. Ch\u00e1u ngh\u0129 ch\u00fa \u0111ang th\u1ef1c s\u1ef1 c\u1ea7n m\u1ed9t c\u00e1i \u00f4m!\u201d<\/p>\n

C\u00e2u chuy\u1ec7n th\u1eadt \u00fd ngh\u0129a v\u00e0 \u1ea5m l\u00f2ng ng\u01b0\u1eddi \u0111\u1ecdc! Nh\u01b0ng \u0111\u00e1ng ti\u1ebfc, nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua live chat l\u1ea1i kh\u00f4ng th\u1ec3 nh\u1eadn m\u1ed9t c\u00e1i \u00f4m chia s\u1ebb t\u1eeb nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e1ng k\u00ednh c\u1ee7a m\u00ecnh! Th\u1eadt may, v\u1eabn c\u00f3 nh\u1eefng c\u00e1ch \u0111\u1ec3 c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd \u201cd\u1ec5 th\u1edf\u201d h\u01a1n m\u1ed9t ch\u00fat v\u00e0 s\u00e1ng t\u1ea1o nh\u1eefng cu\u1ed9c tr\u00f2 chuy\u1ec7n tuy\u1ec7t v\u1eddi v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 kh\u1edfi \u0111i\u1ec3m kh\u00f4ng ph\u1ea3i ai xa, ch\u00ednh l\u00e0 t\u1eeb nh\u1eefng \u201cth\u01b0\u1ee3ng \u0111\u1ebf\u201d m\u00e0 h\u1ecd v\u1eabn ng\u00e0y \u0111\u00eam ph\u1ee5c v\u1ee5.<\/p>\n

\"customer-service\"<\/p>\n

Ch\u1ec9 c\u1ea7n ch\u00fa \u00fd m\u1ed9t ch\u00fat, kh\u00e1ch h\u00e0ng ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 tham gia t\u00edch c\u1ef1c v\u00e0o vi\u1ec7c s\u00e1ng t\u1ea1o nh\u1eefng tr\u1ea3i nghi\u1ec7m ho\u00e0n h\u1ea3o c\u00f9ng v\u1edbi h\u1ed7 tr\u1ee3 vi\u00ean<\/p>\n<\/div>\n

1. Suy ngh\u0129 t\u00edch c\u1ef1c<\/h2>\n

L\u1ea7n \u0111\u1ea7u tr\u00f2 chuy\u1ec7n v\u1edbi m\u1ed9t nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, c\u00f3 th\u1ec3 b\u1ea1n th\u1ea5y m\u00ecnh \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed ch\u01b0a th\u1ef1c s\u1ef1 nh\u01b0 mong \u0111\u1ee3i. Trong khi b\u1ea1n tho\u1ea3i m\u00e1i chia s\u1ebb v\u00e0 ngh\u0129 r\u1eb1ng m\u1ecdi ng\u01b0\u1eddi hi\u1ec3u r\u00f5 v\u1ec1 m\u00ecnh, th\u00ec th\u1ef1c t\u1ebf, kh\u00f4ng ai nh\u00ecn th\u1ea5y c\u0169ng nh\u01b0 bi\u1ebft b\u1ea5t c\u1ee9 \u0111i\u1ec1u g\u00ec v\u1ec1 b\u1ea1n (ngo\u1ea1i tr\u1eeb b\u1ea1n \u0111\u1ebfn t\u1eeb website n\u00e0o, \u0111\u00e3 xem qua nh\u1eefng page n\u00e0o v\u00e0 t\u1ea5t c\u1ea3 th\u00f4ng tin b\u1ea1n cung c\u1ea5p tr\u01b0\u1edbc khi tr\u00f2 chuy\u1ec7n). Nh\u01b0ng \u0111i\u1ec1u \u0111\u00f3 kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n n\u00ean \u201ct\u1eadn d\u1ee5ng\u201d l\u1ee3i th\u1ebf \u0111\u00f3.<\/p>\n

Khi b\u1ea1n c\u01b0 x\u1eed th\u00f4 l\u1ed7, b\u1ea1n kh\u00f4ng th\u1ec3 mong \u0111\u1ee3i nh\u00e2n vi\u00ean ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00e1p \u1ee9ng t\u1ea5t c\u1ea3 c\u00e1c y\u00eau c\u1ea7u phi l\u00fd c\u1ee7a m\u00ecnh v\u1edbi th\u00e1i \u0111\u1ed9 d\u1ec5 ch\u1ecbu, nh\u1eb9 nh\u00e0ng nh\u1ea5t. H\u1ed7 tr\u1ee3 vi\u00ean tr\u1ef1c chat (agent) c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng v\u00e0 \u0111\u00f4i khi kh\u00e1ch h\u00e0ng \u0111i qu\u00e1 gi\u1edbi h\u1ea1n, h\u1ecd c\u00f3 th\u1ec3 t\u1eeb ch\u1ed1i cung c\u1ea5p d\u1ecbch v\u1ee5. B\u1ea1n s\u1ebd l\u00e0m g\u00ec sau \u0111\u00f3?<\/p>\n

H\u00e3y c\u00e2n nh\u1eafc v\u1ec1 \u0111i\u1ec1u n\u00e0y. B\u1ea1n th\u1ea5y th\u1ebf n\u00e0o khi s\u1ebfp hay m\u1ed9t ng\u01b0\u1eddi n\u00e0o \u0111\u00f3 kh\u00f4ng quen bi\u1ebft h\u00e9t v\u00e0o m\u1eb7t d\u00f9 b\u1ea1n kh\u00f4ng m\u1eafc l\u1ed7i? Ch\u01b0a h\u1ebft, th\u00e1i \u0111\u1ed9 n\u00e0y th\u1eadm ch\u00ed c\u00f2n khi\u1ebfn b\u1ea1n lo s\u1ee3, c\u0103ng th\u1eb3ng v\u00e0 l\u00e0m vi\u1ec7c k\u00e9m hi\u1ec7u qu\u1ea3. N\u1ebfu b\u1ea1n th\u1ef1c s\u1ef1 mu\u1ed1n \u0111\u01b0\u1ee3c gi\u00fap \u0111\u1ee1, h\u00e3y c\u1ed1 g\u1eafng gi\u1eef b\u00ecnh t\u0129nh. M\u1ed7i agent ch\u1eafc ch\u1eafn \u0111\u1ec1u mu\u1ed1n cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng v\u00e0 b\u1ea1n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 gi\u00fap h\u1ecd \u0111\u00e1p \u1ee9ng t\u1ed1t nh\u1ea5t nh\u1eefng g\u00ec m\u00ecnh k\u1ef3 v\u1ecdng.<\/p>\n

2. \u0110\u01b0a ra th\u00f4ng \u0111i\u1ec7p r\u00f5 r\u00e0ng<\/b><\/h2>\n

Trong m\u1ed9t th\u00ed nghi\u1ec7m, nh\u1eefng ng\u01b0\u1eddi tham gia g\u1eedi 10 email \u0111\u1ebfn ng\u01b0\u1eddi th\u00e2n v\u00e0 b\u1ea1n b\u00e8 c\u1ee7a m\u00ecnh\u2026 Trong \u0111\u00f3 s\u1ebd c\u00f3 m\u1ed9t s\u1ed1 th\u00f4ng \u0111i\u1ec7p nghi\u00eam t\u00fac, m\u1ed9t s\u1ed1 l\u1ea1i ch\u00e2m bi\u1ebfm\u2026 Nh\u1eefng ng\u01b0\u1eddi g\u1eedi th\u01b0 \u0111\u1ec1u tin ch\u1eafc ng\u01b0\u1eddi nh\u1eadn s\u1ebd x\u00e1c \u0111\u1ecbnh m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c c\u1ea3m x\u00fac \u0111\u1eb1ng sau h\u1ea7u h\u1ebft th\u00f4ng \u0111i\u1ec7p. Tuy nhi\u00ean, tr\u00ean th\u1ef1c t\u1ebf, ng\u01b0\u1eddi nh\u1eadn ch\u1ec9 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c 56% th\u00f4ng \u0111i\u1ec7p m\u1ec9a mai hay ch\u00e2m bi\u1ebfm.<\/p>\n

Tr\u00e1i l\u1ea1i, khi nh\u1eefng th\u00f4ng \u0111i\u1ec7p n\u00eau tr\u00ean \u0111\u01b0\u1ee3c ghi \u00e2m v\u00e0 g\u1eedi \u0111i, th\u00ec c\u00f3 t\u1edbi 73% ng\u01b0\u1eddi nh\u1eadn hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00eda c\u1ea1nh c\u1ea3m x\u00fac m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c. \u0110\u00f3 l\u00e0 b\u1edfi h\u1ecd c\u00f3 th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c c\u00e1c s\u1eafc th\u00e1i t\u00ecnh c\u1ea3m nh\u1edd \u00e2m thanh, \u0111i\u1ec1u email kh\u00f4ng th\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c.<\/p>\n

Ch\u00fang ta n\u00ean ghi nh\u1edb \u0111i\u1ec1u n\u00e0y, nh\u1ea5t l\u00e0 khi tr\u00f2 chuy\u1ec7n qua live chat. \u0110\u00f4i khi m\u00ecnh qu\u00e1 v\u1ed9i v\u00e0ng g\u1eedi y\u00eau c\u1ea7u t\u1edbi agent m\u00e0 ch\u01b0a x\u00e1c \u0111\u1ecbnh r\u00f5 th\u00f4ng \u0111i\u1ec7p, h\u1ecd hi\u1ec3u sai c\u0169ng l\u00e0 \u0111i\u1ec1u c\u00f3 th\u1ec3 ch\u1ea5p nh\u1eadn \u0111\u01b0\u1ee3c. V\u00ec v\u1eady, tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u c\u00e2u chuy\u1ec7n, h\u00e3y l\u00e0m r\u00f5 chi ti\u1ebft quan tr\u1ecdng m\u00e0 b\u1ea1n mu\u1ed1n truy\u1ec1n t\u1ea3i \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 b\u1ea1n t\u1ed1t nh\u1ea5t.<\/p>\n

\"Tr\u01b0\u1edbc<\/p>\n

Tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u c\u00e2u chuy\u1ec7n, \u0111\u1eebng qu\u00e1 v\u1ed9i v\u00e0ng m\u00e0 h\u00e3y b\u00ecnh t\u0129nh l\u00e0m r\u00f5 th\u00f4ng \u0111i\u1ec7p, chi ti\u1ebft quan tr\u1ecdng m\u00e0 b\u1ea1n mu\u1ed1n truy\u1ec1n t\u1ea3i \u0111\u1ec3 agent c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 b\u1ea1n t\u1ed1t nh\u1ea5t.<\/p>\n<\/div>\n

3. B\u1ea1n th\u1ef1c s\u1ef1 c\u1ea7n n\u00f3i chuy\u1ec7n v\u1edbi c\u1ea5p tr\u00ean c\u1ee7a h\u1ecd?<\/b><\/h2>\n

H\u00e3y nh\u1edb l\u1ea1i khi ch\u00fang ta c\u00f2n l\u00e0 m\u1ed9t \u0111\u1ee9a tr\u1ebb, mu\u1ed1n ch\u1ee9ng minh \u0111i\u1ec1u g\u00ec \u0111\u00f3 v\u1edbi gi\u00e1o vi\u00ean, nh\u01b0ng h\u1ecd \u0111\u00e3 kh\u00f4ng mu\u1ed1n nghe l\u1ea1i c\u00f2n n\u00f3i: \u201cT\u00f4i s\u1ebd th\u00f4ng b\u00e1o chuy\u1ec7n n\u00e0y v\u1edbi cha m\u1eb9 c\u1ee7a c\u1eadu!\u201d<\/p>\n

T\u00ecnh hu\u1ed1ng t\u01b0\u01a1ng t\u1ef1 \u0111\u00e3 x\u1ea3y ra khi t\u00f4i c\u00f2n l\u00e0 m\u1ed9t h\u1ecdc sinh trung h\u1ecdc v\u00e0 quy\u1ebft t\u00e2m \u0111\u1ea1t k\u1ebft qu\u1ea3 cao trong m\u1ed9t k\u1ef3 thi to\u00e1n h\u1ecdc quan tr\u1ecdng\u2026 M\u1eb7c d\u00f9 m\u1ed7i ng\u00e0y t\u00f4i \u0111\u1ec1u \u201cc\u00e0y\u201d c\u1eadt l\u1ef1c v\u00e0 l\u00ean k\u1ebf ho\u1ea1ch \u00f4n luy\u1ec7n chi ti\u1ebft, gi\u00e1o vi\u00ean c\u1ee7a t\u00f4i v\u1eabn kh\u1eb3ng \u0111\u1ecbnh, t\u00f4i kh\u00f3 c\u00f3 th\u1ec3 l\u1ea5p \u0111\u01b0\u1ee3c c\u00e1c l\u1ed7 h\u1ed5ng v\u00e0 s\u1ebd kh\u00f4ng bao gi\u1edd qua \u0111\u01b0\u1ee3c k\u1ef3 thi n\u00e0y.<\/p>\n

Ch\u01b0a h\u1ebft, c\u00f4 \u1ea5y c\u00f2n mu\u1ed1n m\u1eddi cha m\u1eb9 t\u00f4i \u0111\u1ebfn tr\u01b0\u1eddng \u0111\u1ec3 n\u00f3i v\u1edbi h\u1ecd d\u00f9 t\u00f4i c\u00f3 c\u1ed1 g\u1eafng \u0111\u1ebfn c\u1ee1 n\u00e0o c\u0169ng kh\u00f4ng \u0111\u1ee7 \u0111i\u1ec3m \u0111\u1ed7. Ngay l\u1eadp t\u1ee9c, t\u00f4i ph\u1ea3n \u1ee9ng: \u201cT\u1ea1i sao c\u00f4 l\u1ea1i mu\u1ed1n n\u00f3i v\u1edbi b\u1ed1 m\u1eb9 em v\u1ec1 chuy\u1ec7n \u0111\u00f3? H\u1ecd kh\u00f4ng h\u1ecdc thay cho em. H\u1ecdc t\u1eadp l\u00e0 tr\u00e1ch nhi\u1ec7m c\u1ee7a em v\u00e0 em bi\u1ebft m\u00ecnh c\u1ea7n ph\u1ea3i l\u00e0m g\u00ec \u0111\u1ec3 v\u01b0\u1ee3t qua k\u1ef3 thi n\u00e0y\u201d. Khi m\u1ed9t h\u1ecdc sinh tr\u1ea3 l\u1eddi nh\u01b0 th\u1ebf, t\u00f4i kh\u00f4ng ngh\u0129 r\u1eb1ng gi\u00e1o vi\u00ean c\u1ea7n n\u00f3i chuy\u1ec7n v\u1edbi cha m\u1eb9 c\u1ee7a h\u1ecd. Sau \u0111\u00f3, r\u00f5 r\u00e0ng m\u1eb9 t\u00f4i c\u0169ng \u1ee7ng h\u1ed9 t\u00f4i v\u00e0 kh\u00f4ng \u0111\u1ebfn tr\u01b0\u1eddng b\u1edfi m\u1eb9 t\u00f4i tin t\u00f4i.<\/p>\n

Trong qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, m\u1ed9t k\u1ecbch b\u1ea3n c\u1ed5 \u0111i\u1ec3n v\u1eabn th\u01b0\u1eddng x\u1ea3y ra: m\u1ed9t kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi h\u1ed7 tr\u1ee3 c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 ngay l\u1eadp t\u1ee9c ph\u1ea3n \u1ee9ng b\u1eb1ng c\u00e1ch \u0111\u00f2i n\u00f3i chuy\u1ec7n v\u1edbi c\u1ea5p tr\u00ean hay kh\u1eb3ng \u0111\u1ecbnh r\u1eb1ng nh\u00e2n vi\u00ean n\u00e0y kh\u00f4ng hi\u1ec3u nh\u1eefng g\u00ec m\u00ecnh \u0111ang l\u00e0m. Nh\u01b0ng, c\u1ea5p tr\u00ean c\u1ee7a anh ta tin t\u01b0\u1edfng nh\u00e2n vi\u00ean m\u00ecnh, \u0111\u1ed3ng th\u1eddi h\u1ecd c\u0169ng hi\u1ec3u r\u1eb1ng nh\u00e2n vi\u00ean \u0111\u00f3 \u0111\u00e3 c\u1ed1 g\u1eafng h\u1ebft s\u1ee9c \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t. Ch\u01b0a h\u1ebft, kh\u00f4ng ph\u1ea3i c\u1ee9 n\u00f3i chuy\u1ec7n v\u1edbi c\u1ea5p tr\u00ean c\u1ee7a h\u1ecd, b\u1ea1n s\u1ebd bi\u1ebft th\u00eam th\u00f4ng tin ho\u1eb7c \u0111\u01b0\u1ee3c ho\u00e0n l\u1ea1i ti\u1ec1n. V\u00ec v\u1eady, tr\u1eeb h\u1ecd h\u00e0nh \u0111\u1ed9ng th\u00f4 l\u1ed7, \u0111\u00e2y s\u1ebd kh\u00f4ng ph\u1ea3i l\u00e0 l\u1ef1a ch\u1ecdn s\u00e1ng t\u1ea1o n\u1ebfu mu\u1ed1n thay \u0111\u1ed5i b\u1ea5t c\u1ee9 \u0111i\u1ec1u g\u00ec. Ng\u01b0\u1ee3c l\u1ea1i, n\u00f3 ch\u1ec9 g\u00e2y th\u00eam c\u0103ng th\u1eb3ng v\u1edbi ng\u01b0\u1eddi \u0111ang h\u1ed7 tr\u1ee3 b\u1ea1n m\u00e0 th\u00f4i.<\/p>\n

S\u1eed d\u1ee5ng Masterskills, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 t\u1eebng nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau m\u1ed9t cu\u1ed9c tr\u00f2 chuy\u1ec7n, v\u00ec tr\u00e1ch nhi\u1ec7m c\u1ee7a h\u1ecd l\u00e0 mang l\u1ea1i cho b\u1ea1n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi. H\u00e3y tin t\u01b0\u1edfng h\u1ecd, gi\u1ed1ng nh\u01b0 s\u1ebfp c\u1ee7a h\u1ecd \u0111\u00e3 l\u00e0m.<\/p>\n

4. \u0110\u1eebng \u0111e d\u1ecda b\u1ecf \u0111i<\/h2>\n

Trong cu\u1ed9c s\u1ed1ng ri\u00eang t\u01b0, theo b\u1ea1n li\u1ec7u m\u1ed9t m\u1ed1i quan h\u1ec7 s\u1ebd b\u1ec1n ch\u1eb7t khi c\u1ee9 c\u00f3 b\u1ea5t c\u1ee9 \u0111i\u1ec1u g\u00ec kh\u00f4ng h\u00e0i l\u00f2ng m\u1ed9t ng\u01b0\u1eddi l\u1ea1i d\u1ecda b\u1ecf \u0111i? Ch\u1eafc ch\u1eafn kh\u00f4ng th\u1ec3 r\u1ed3i \u0111\u00fang kh\u00f4ng! Gi\u1ea3i ph\u00e1p ho\u00e0n h\u1ea3o cho m\u1ecdi t\u00ecnh hu\u1ed1ng kh\u00f3 kh\u0103n l\u00e0 c\u1ea3 hai c\u1ea7n ng\u1ed3i l\u1ea1i v\u00e0 nh\u00ecn th\u1eb3ng v\u00e0o nh\u1eefng g\u00ec c\u00f2n kh\u00fac m\u1eafc.<\/p>\n

V\u00ec v\u1eady, khi b\u1ea1n ch\u01b0a h\u00e0i l\u00f2ng v\u1ec1 s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5, vi\u1ec7c chia s\u1ebb l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft b\u1edfi, m\u1ed9t nh\u00e2n vi\u00ean ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u00f4ng minh s\u1ebd chuy\u1ec3n ki\u1ebfn ngh\u1ecb c\u1ee7a b\u1ea1n t\u1edbi c\u1ea5p tr\u00ean \u0111\u1ec3 c\u00e2n nh\u1eafc cho nh\u1eefng c\u1ea3i ti\u1ebfn ph\u00f9 h\u1ee3p. V\u00e0 n\u1ebfu b\u1ea1n \u0111\u00e3 quy\u1ebft \u0111\u1ecbnh r\u1eddi \u0111i, t\u1ed1t nh\u1ea5t n\u00ean d\u1eebng m\u1ecdi chuy\u1ec7n \u1edf \u0111\u00f3! B\u1ea1n c\u00f3 th\u1ec3 gi\u1ea3i th\u00edch quy\u1ebft \u0111\u1ecbnh c\u1ee7a m\u00ecnh cho nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 b\u1ea1n, nh\u01b0ng \u0111\u1eebng c\u00f3 th\u1ec3 hi\u1ec7n c\u1ea3m x\u00fac th\u00e1i qu\u00e1 b\u1edfi ai bi\u1ebft \u0111\u01b0\u1ee3c, c\u00f3 th\u1ec3 b\u1ea1n c\u1ea7n t\u1edbi s\u1ef1 h\u1ed7 tr\u1ee3 trong t\u01b0\u01a1ng lai.<\/p>\n

D\u1ecbch v\u1ee5 m\u00e0 b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c s\u1ebd lu\u00f4n ch\u1ea5t l\u01b0\u1ee3ng nh\u1ea5t. H\u00e3y nh\u1edb r\u1eb1ng nh\u1eefng nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 b\u1ea1n \u0111\u00e3 l\u00e0m h\u1ebft s\u1ee9c \u0111\u1ec3 mang \u0111\u1ebfn m\u1ed9t d\u1ecbch v\u1ee5 ho\u00e0n h\u1ea3o, nh\u01b0ng n\u1ebfu b\u1ea1n quy\u1ebft \u0111\u1ecbnh ra \u0111i, h\u1ecd s\u1ebd \u0111\u1ec3 b\u1ea1n \u0111i. Ch\u1eb3ng c\u00f3 ai c\u00f3 th\u1ec3 \u00e9p b\u1ea1n ph\u1ea3i \u1edf l\u1ea1i n\u1ebfu b\u1ea1n kh\u00f4ng h\u00e0i l\u00f2ng. R\u00f5 r\u00e0ng l\u00e0 b\u1ea1n c\u00f3 th\u1ec3 n\u00f3i chuy\u1ec7n v\u1edbi qu\u1ea3n l\u00fd c\u1ee7a h\u1ecd trong tr\u01b0\u1eddng h\u1ee3p r\u1ea5t \u0111\u1eb7c bi\u1ec7t, nh\u01b0ng h\u00e3y nh\u1edb b\u00ecnh t\u0129nh.<\/p>\n

Th\u01b0 gi\u00e3n v\u00e0 tr\u00f2 chuy\u1ec7n<\/b><\/h2>\n

Khi kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi cu\u1ed9c tr\u00f2 chuy\u1ec7n qua live chat th\u01b0\u1eddng b\u1ea1n s\u1ebd c\u00f3 nh\u1eefng suy ngh\u0129 ti\u00eau c\u1ef1c nh\u01b0: \u201ch\u1ecd kh\u00f4ng t\u00f4n tr\u1ecdng t\u00f4i\u201d, \u201ch\u1ecd kh\u00f4ng bi\u1ebft l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng,\u201d nh\u01b0ng tr\u01b0\u1edbc khi g\u00f5 nh\u1eefng d\u00f2ng \u0111\u00f3 v\u00e0 g\u1eedi \u0111i, h\u00e3y thay th\u1ebf b\u1eb1ng: \u201cT\u00f4i tin r\u1eb1ng t\u00f4i x\u1ee9ng \u0111\u00e1ng \u0111\u01b0\u1ee3c h\u01b0\u1edfng d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n, b\u1edfi t\u00f4i l\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng trung th\u00e0nh\u201d, \u201ct\u00f4i ch\u1eafc ch\u1eafn r\u1eb1ng c\u00e1c nh\u00e2n vi\u00ean ph\u00f2ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd c\u1ed1 g\u1eafng h\u1ebft s\u1ee9c m\u00ecnh \u0111\u1ec3 khi\u1ebfn cho m\u1ed9t kh\u00e1ch h\u00e0ng nh\u01b0 t\u00f4i h\u00e0i l\u00f2ng\u201d, \u0111\u1ea3m b\u1ea3o b\u1ea1n s\u1ebd th\u1ea5y tho\u1ea3i m\u00e1i h\u01a1n.<\/p>\n

Th\u1eadt t\u1ed1t khi ai c\u0169ng c\u00f3 th\u1ec3 nh\u00ecn b\u1ea5t c\u1ee9 t\u00ecnh hu\u1ed1ng n\u00e0o t\u1eeb m\u1ed9t g\u00f3c \u0111\u1ed9 kh\u00e1c. L\u00e0m g\u00ec c\u00f3 k\u1ebb th\u00f9 n\u00e0o l\u1ea1i mu\u1ed1n gi\u00fap b\u1ea1n, v\u00ec th\u1ebf, b\u1ea1n s\u1ebd kh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t d\u1ecbch v\u1ee5 nhanh ch\u00f3ng hay ch\u1ea5t l\u01b0\u1ee3ng ch\u1ec9 b\u1eb1ng c\u00e1ch ch\u1ee9ng t\u1ecf \u201cai l\u00e0 \u00f4ng ch\u1ee7\u201d \u1edf \u0111\u00e2y. H\u00e3y th\u01b0 gi\u00e3n v\u00e0 \u0111\u1ec3 cho c\u00e1c nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0m t\u1ed1t nh\u1ea5t c\u00f4ng vi\u1ec7c c\u1ee7a m\u00ecnh, s\u00e1ng t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o. T\u1ea5t c\u1ea3 ch\u00fang ta ch\u1eafc ch\u1eafn \u0111\u1ec1u mu\u1ed1n n\u00f3, t\u00f4i tin l\u00e0 nh\u01b0 v\u1eady!<\/p>\n

Theo\u00a0Olga Kolodynska<\/em><\/p>\n

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

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  • [Infographic] T\u00e2m l\u00fd h\u1ecdc trong ti\u1ebfp th\u1ecb b\u00e1n h\u00e0ng v\u00e0 suy ngh\u0129 con ng\u01b0\u1eddi<\/em><\/li>\n
  • T\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng nh\u1edd kh\u00e1c bi\u1ec7t h\u00f3a tr\u1ea3i nghi\u1ec7m<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Khi ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi nhi\u1ec1u t\u00ecnh hu\u1ed1ng kh\u00f4ng nh\u01b0 \u00fd, nhi\u1ec1u ng\u01b0\u1eddi trong ch\u00fang ta ngay l\u1eadp t\u1ee9c b\u1ecb xu\u1ed1ng tinh th\u1ea7n v\u00e0 ngh\u0129 r\u1eb1ng h\u00f4m nay th\u1eadt l\u00e0 m\u1ed9t ng\u00e0y t\u1ed3i t\u1ec7. T\u1ea7n su\u1ea5t x\u1ea3y ra nh\u1eefng t\u00ecnh hu\u1ed1ng tr\u00ean v\u1edbi b\u1ea1n nh\u01b0 th\u1ebf n\u00e0o? 1 l\u1ea7n\/tu\u1ea7n? V\u00e0i ng\u00e0y\/tu\u1ea7n? Kh\u00f4ng th\u01b0\u1eddng xuy\u00ean? D\u00f9 th\u1ebf n\u00e0o th\u00ec\u00a0ch\u1eafc ch\u1eafn c\u00f4ng vi\u1ec7c c\u1ee7a ch\u00fang ta s\u1ebd b\u1ecb \u1ea3nh h\u01b0\u1edfng.<\/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\/53551"}],"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=53551"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/53551\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=53551"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=53551"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=53551"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}