{"id":54230,"date":"2023-12-20T10:23:36","date_gmt":"2023-12-20T03:23:36","guid":{"rendered":"https:\/\/masterskills.org\/blog\/6-loi-khuyen-de-cai-thien-cuoc-doi-thoai-trong-dich-vu-khach-hang.html"},"modified":"2023-12-20T10:23:36","modified_gmt":"2023-12-20T03:23:36","slug":"6-loi-khuyen-de-cai-thien-cuoc-doi-thoai-trong-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/6-loi-khuyen-de-cai-thien-cuoc-doi-thoai-trong-dich-vu-khach-hang.html","title":{"rendered":"6 l\u1eddi khuy\u00ean \u0111\u1ec3 c\u1ea3i thi\u1ec7n cu\u1ed9c \u0111\u1ed1i tho\u1ea1i trong d\u1ecbch v\u1ee5 Kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
Th\u1ea5u hi\u1ec3u ng\u01b0\u1eddi kh\u00e1c \u2013 gi\u1ea3i ph\u00e1p cho v\u1ea5n \u0111\u1ec1 x\u01b0a c\u0169 n\u00e0y c\u00f3 l\u1ebd ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 d\u00e0nh th\u1eddi gian \u0111\u1ec3 r\u00e8n luy\u1ec7n k\u0129 n\u0103ng ch\u1ee7 \u0111\u1ed9ng l\u1eafng nghe c\u1ee7a b\u1ea1n. M\u1ee5c \u0111\u00edch c\u1ee7a vi\u1ec7c ch\u1ee7 \u0111\u1ed9ng l\u1eafng nghe xoay quanh vi\u1ec7c t\u1ea1o d\u1ef1ng m\u1ed1i li\u00ean h\u1ec7, s\u1ef1 th\u1ea5u hi\u1ec3u v\u00e0 ni\u1ec1m tin. S\u1ef1 h\u00e0o hi\u1ec7p c\u1ee7a b\u1ea1n \u0111\u01b0\u1ee3c quy\u1ebft \u0111\u1ecbnh ch\u1ee7 y\u1ebfu b\u1edfi kh\u1ea3 n\u0103ng l\u1eafng nghe kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 \u0111\u00e1p \u1ee9ng th\u00e0nh c\u00f4ng nh\u1eefng nhu c\u1ea7u, \u0111\u1ec1 ngh\u1ecb v\u00e0 m\u1ed1i quan t\u00e2m c\u1ee7a h\u1ecd. \u0110\u00e2y ch\u00ednh l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 6 l\u1eddi khuy\u00ean gi\u00fap b\u1ea1n tr\u1edf th\u00e0nh m\u1ed9t ng\u01b0\u1eddi th\u1ef1c s\u1ef1 bi\u1ebft l\u1eafng nghe:<\/p>\n
\"L\u1eafng<\/p>\n

L\u1eafng nghe \u0111\u1ec3 hi\u1ec3u kh\u00e1ch h\u00e0ng h\u01a1n.<\/p>\n<\/div>\n

1. Th\u1ec3 hi\u1ec7n m\u1ed1i quan t\u00e2m ch\u00e2n th\u00e0nh<\/strong>. Khi b\u1ea1n n\u00f3i chuy\u1ec7n v\u1edbi ai \u0111\u00f3, \u0111\u1eb7c bi\u1ec7t l\u00e0 \u1edf n\u01a1i \u0111\u00f4ng ng\u01b0\u1eddi hay khu v\u1ef1c \u1ed3n \u00e0o, h\u00e3y ch\u1ec9 d\u00e0nh h\u1ebft ch\u00fa \u00fd \u0111\u1ebfn h\u1ecd. N\u1ebfu b\u1ea1n c\u1ea3m th\u1ea5y b\u1ecb ph\u00e2n t\u00e1n hay kh\u00f4ng th\u1ec3 nghe h\u1ecd n\u00f3i r\u00f5, nh\u1eafc h\u1ecd chuy\u1ec3n \u0111\u1ebfn m\u1ed9t khu v\u1ef1c y\u00ean t\u0129nh h\u01a1n. H\u00e3y t\u1eadp l\u1eafng nghe v\u00e0 th\u1ea5u hi\u1ec3u. \u0110\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a h\u1ecd v\u00e0 c\u1ed1 g\u1eafng nh\u00ecn nh\u1eadn v\u1ea5n \u0111\u1ec1 trong ho\u00e0n c\u1ea3nh c\u1ee7a h\u1ecd. B\u1ea1n c\u00f3 th\u1ec3 \u0111\u1eb7t m\u1ed9t v\u00e0i c\u00e2u h\u1ecfi \u0111\u1ec3 h\u1ecd gi\u1ea3i th\u00edch k\u0129 c\u00e0ng h\u01a1n cho b\u1ea1n. Ngay c\u1ea3 n\u1ebfu b\u1ea1n ch\u01b0a tr\u1ea3i qua nh\u1eefng t\u00ecnh hu\u1ed1ng nh\u01b0 v\u1eady, h\u00e3y th\u1eed chia s\u1ebb v\u1edbi h\u1ecd c\u00e2u chuy\u1ec7n t\u01b0\u01a1ng t\u1ef1 c\u1ee7a b\u1ea1n v\u1edbi h\u1ecd xem sao.<\/p>\n

2. C\u00e2u th\u1ea7n ch\u00fa<\/strong>: \u201cH\u00e3y n\u00f3i t\u00f4i nghe.\u201d Ph\u1ea7n l\u1edbn m\u1ecdi ng\u01b0\u1eddi tr\u00e2n tr\u1ecdng c\u01a1 h\u1ed9i \u0111\u1ec3 chia s\u1ebb v\u1edbi ng\u01b0\u1eddi kh\u00e1c v\u1ec1 c\u00e2u chuy\u1ec7n v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u00ecnh. \u0110\u1ec3 b\u1eaft \u0111\u1ea7u m\u1ed9t cu\u1ed9c \u0111\u1ed1i tho\u1ea1i, h\u00e3y s\u1eed d\u1ee5ng c\u00e2u n\u00f3i hi\u1ec7u qu\u1ea3 trong m\u1ecdi ho\u00e0n c\u1ea3nh: \u201cH\u00e3y n\u00f3i t\u00f4i nghe\u201d. Nh\u1eefng nh\u00e0 \u0111\u00e0m ph\u00e1n th\u00e0nh c\u00f4ng th\u01b0\u1eddng tr\u00e1nh nh\u1eefng c\u00e2u h\u1ecfi m\u00e0 \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi l\u00e0 \u201cC\u00f3\u201d ho\u1eb7c \u201cKh\u00f4ng\u201d. H\u00e3y ch\u1ec9 s\u1eed d\u1ee5ng nh\u1eefng c\u00e2u h\u1ecfi m\u1edf v\u00e0 sau \u0111\u00f3 l\u1eafng nghe c\u00e2u tr\u1ea3 l\u1eddi t\u1eeb ph\u00eda \u0111\u1ed1i ph\u01b0\u01a1ng. V\u00ed d\u1ee5, b\u1ea1n c\u00f3 th\u1ec3 h\u1ecfi: \u201cH\u00e3y n\u00f3i t\u00f4i nghe, c\u1ea3m nh\u1eadn c\u1ee7a b\u1ea1n v\u1ec1 d\u1ecbch v\u1ee5 c\u1ee7a ch\u00fang t\u00f4i?\u201d Ho\u1eb7c h\u1ecfi th\u00f4ng tin c\u1ee7a h\u1ecd: \u201cT\u00f4i r\u1ea5t mu\u1ed1n \u0111i ngh\u1ec9 c\u00f9ng gia \u0111\u00ecnh v\u00e0o h\u00e8 n\u00e0y. H\u00e3y n\u00f3i xem, anh c\u00f3 \u0111\u1ecba \u0111i\u1ec3m y\u00eau th\u00edch n\u00e0o kh\u00f4ng?\u201d Khi ch\u1ee7 \u0111\u1ec1 b\u1ea1n ch\u1ecdn m\u1ed9t cho cu\u1ed9c h\u1ed9i tho\u1ea1i n\u00f3i v\u1ec1 m\u1ed1i quan t\u00e2m c\u1ee7a \u0111\u1ed1i ph\u01b0\u01a1ng, cu\u1ed9c n\u00f3i chuy\u1ec7n s\u1ebd tr\u1edf n\u00ean su\u00f4n s\u1ebb h\u01a1n nhi\u1ec1u.<\/p>\n

3. Nh\u1eafc t\u00ean ng\u01b0\u1eddi \u0111\u1ed1i di\u1ec7n<\/strong>. Dale Carnegie* t\u1eebng n\u00f3i: \u201cT\u00ean c\u1ee7a m\u1ed9t ng\u01b0\u1eddi \u0111\u1ed1i v\u1edbi h\u1ecd m\u00e0 n\u00f3i, l\u00e0 m\u1ed9t th\u1ee9 \u00e2m thanh quan tr\u1ecdng nh\u1ea5t, d\u1ec5 ch\u1ecbu nh\u1ea5t trong t\u1ea5t c\u1ea3 c\u00e1c ng\u00f4n ng\u1eef\u201d. B\u1ea5t k\u00ec m\u1ed9t ch\u1ee7 doanh nghi\u1ec7p n\u00e0o quen bi\u1ebft b\u1ea1n s\u1ebd \u0111\u1ec1u c\u1ea3m th\u1ea5y \u1ea5n t\u01b0\u1ee3ng v\u00e0 t\u1ef1 h\u00e0o n\u1ebfu b\u1ea1n nh\u1edb t\u00ean c\u1ee7a h\u1ecd. N\u1ebfu b\u1ea1n g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c ghi nh\u1edb t\u00ean, h\u00e3y luy\u1ec7n t\u1eadp th\u01b0\u1eddng xuy\u00ean nh\u1ea5t c\u00f3 th\u1ec3. V\u00ed d\u1ee5 nh\u01b0 khi g\u1eb7p ai \u0111\u00f3 l\u1ea7n \u0111\u1ea7u ti\u00ean, nh\u1eafc l\u1ea1i t\u00ean c\u1ee7a h\u1ecd ngay l\u1eadp t\u1ee9c v\u1edbi nh\u1eefng c\u00e2u ch\u00e0o h\u1ecfi nh\u01b0: \u201cR\u1ea5t vui v\u00ec \u0111\u01b0\u1ee3c g\u1eb7p anh, Frank.\u201d R\u1ed3i sau \u0111\u00f3 s\u1eed d\u1ee5ng t\u00ean c\u1ee7a h\u1ecd m\u1ed9t v\u00e0i l\u1ea7n trong su\u1ed1t cu\u1ed9c n\u00f3i chuy\u1ec7n. Khi trao \u0111\u1ed5i xong, nh\u1eafc l\u1ea1i t\u00ean h\u1ecd m\u1ed9t l\u1ea7n n\u1eefa: \u201cT\u00f4i r\u1ea5t vui v\u00ec \u0111\u01b0\u1ee3c g\u1eb7p anh, Jim.\u201d<\/p>\n

4. \u1ee6ng h\u1ed9 h\u1ebft l\u00f2ng<\/strong>: t\u1eeb ch\u1ed1i nh\u1eb9 nh\u00e0ng. Khi ai \u0111\u00f3 \u0111\u1ed3ng \u00fd v\u1edbi b\u1ea1n, ngay l\u1eadp t\u1ee9c m\u1ed9t s\u1ee3i d\u00e2y k\u1ebft n\u1ed1i \u0111\u01b0\u1ee3c h\u00ecnh th\u00e0nh. V\u00e0 b\u1ed7ng nhi\u00ean b\u1ea1n nh\u1eadn ra gi\u1eefa b\u1ea1n v\u00e0 \u0111\u1ed1i ph\u01b0\u01a1ng c\u00f3 \u0111i\u1ec3m chung g\u00ec \u0111\u00f3. Tuy nhi\u00ean, m\u1ed9t m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u00e0 chuy\u00ean nghi\u1ec7p nh\u1ea5t s\u1ebd b\u1ed9c l\u1ed9 c\u1ea3 s\u1ef1 t\u00f4n tr\u1ecdng v\u00e0 kh\u00e2m ph\u1ee5c ngay c\u1ea3 khi b\u1ea5t \u0111\u1ed3ng quan \u0111i\u1ec3m. V\u1ecb tha v\u00e0 t\u00f4n tr\u1ecdng nh\u1eefng ng\u01b0\u1eddi kh\u00e1c, \u0111\u1eb7c bi\u1ec7t l\u00e0 khi h\u1ecd kh\u00f4ng \u0111\u1ed3ng t\u00ecnh v\u1edbi b\u1ea1n l\u00e0 m\u1ed9t \u0111i\u1ec1u thi\u1ebft y\u1ebfu cho m\u1ed9t h\u1ee3p t\u00e1c th\u00e0nh c\u00f4ng. N\u1ebfu b\u1ea1n th\u1ef1c s\u1ef1 kh\u00f4ng \u0111\u1ed3ng \u00fd v\u1edbi \u00fd ki\u1ebfn c\u1ee7a ai \u0111\u00f3, h\u00e3y nh\u1eb9 nh\u00e0ng \u0111\u00f3ng g\u00f3p r\u1eb1ng b\u1ea1n kh\u00f4ng ngh\u0129 gi\u1ed1ng h\u1ecd. H\u00e3y \u0111\u1eb7t nh\u1eefng c\u00e2u h\u1ecfi \u0111\u1ec3 ng\u01b0\u1eddi \u0111\u1ed1i di\u1ec7n c\u00f3 c\u01a1 h\u1ed9i tr\u00ecnh b\u00e0y r\u00f5 r\u00e0ng quan \u0111i\u1ec3m c\u1ee7a h\u1ecd.<\/p>\n

5. N\u00f3i \u00edt, l\u1eafng nghe nhi\u1ec1u<\/strong>. Khi ai \u0111\u00f3 n\u00f3i chuy\u1ec7n v\u1edbi b\u1ea1n, h\u00e3y h\u1ebft s\u1ee9c l\u1eafng nghe h\u1ecd. G\u1eadt \u0111\u1ea7u, giao ti\u1ebfp v\u1edbi h\u1ecd b\u1eb1ng \u00e1nh m\u1eaft, v\u00e0 nh\u1eadp t\u00e2m v\u00e0o c\u00e2u chuy\u1ec7n c\u1ee7a h\u1ecd. Vi\u1ec7c b\u1ea1n ch\u00fa \u00fd l\u1eafng nghe s\u1ebd t\u1ea1o ni\u1ec1m tin v\u00e0 s\u1ebd gi\u00fap b\u1ea1n x\u00e2y d\u1ef1ng m\u1ed9t m\u1ed1i quan h\u1ec7 chuy\u00ean nghi\u1ec7p. Nh\u1eefng c\u00e2u h\u1ecfi li\u00ean quan \u0111\u1ebfn ch\u1ee7 \u0111\u1ec1 \u0111ang \u0111\u01b0\u1ee3c nh\u1eafc t\u1edbi c\u0169ng s\u1ebd gi\u00fap b\u1ea1n th\u1ec3 hi\u1ec7n s\u1ef1 quan t\u00e2m ch\u00e2n th\u00e0nh c\u1ee7a m\u00ecnh. N\u1ebfu c\u00f3 ch\u1ed7 kh\u00f4ng hi\u1ec3u, \u0111\u1eebng ng\u1ea1i h\u1ecfi chi ti\u1ebft h\u01a1n. V\u00ed d\u1ee5: \u201cN\u1ebfu t\u00f4i nghe kh\u00f4ng nh\u1ea7m th\u00ec b\u1ea1n \u0111ang n\u00f3i v\u1ec1\u2026 \u0110\u00fang kh\u00f4ng?\u201d T\u1ed1t h\u01a1n h\u1ebft, b\u1ea1n n\u00ean ch\u1eafc ch\u1eafn v\u1ec1 nh\u1eefng g\u00ec m\u00ecnh n\u1eafm \u0111\u01b0\u1ee3c, c\u00f2n h\u01a1n l\u00e0 \u0111\u00e1nh li\u1ec1u \u0111\u1ec3 nh\u1eadn m\u1ed9t cu\u1ed9c th\u01b0\u01a1ng l\u01b0\u1ee3ng kh\u00f4ng th\u00e0nh c\u00f4ng.<\/p>\n

\"B\u1ea1n<\/p>\n

B\u1ea1n h\u00e3y nh\u1edb, nghe nhi\u1ec1u h\u01a1n n\u00f3i nh\u00e9.<\/p>\n<\/div>\n

6. \u0110\u1eebng ng\u1eaft l\u1eddi hay chuy\u1ec3n ch\u1ee7 \u0111\u1ec1<\/strong>. R\u1ea5t nhi\u1ec1u chuy\u00ean gia v\u1edbi t\u00ednh c\u00e1ch qu\u00e1 qu\u1ea3 quy\u1ebft th\u01b0\u1eddng c\u1eaft l\u1eddi ng\u01b0\u1eddi kh\u00e1c nh\u01b0 m\u1ed9t th\u00f3i quen. N\u1ebfu b\u1ea1n chen ngang hay ng\u1eaft l\u1eddi ai \u0111\u00f3, b\u1ea1n \u0111ang ng\u0103n c\u1ea3n vi\u1ec7c di\u1ec5n \u0111\u1ea1t h\u1ebft \u00fd t\u01b0\u1edfng c\u1ee7a h\u1ecd. M\u1eb7c d\u00f9 b\u1ea1n kh\u00f4ng c\u00f3 \u00fd x\u1ea5u, ng\u01b0\u1eddi \u0111\u1ed1i di\u1ec7n c\u00f3 th\u1ec3 c\u1ea3m th\u1ea5y b\u1ea1n t\u1ecf ra nh\u01b0 \u201cgi\u00e1o s\u01b0 bi\u1ebft tu\u1ed1t\u201d, ho\u1eb7c l\u00e0 b\u1ea1n \u0111ang v\u1ed9i v\u00e3 chuy\u1ec7n g\u00ec \u0111\u00f3. Th\u1eadm ch\u00ed, t\u1ed3i t\u1ec7 h\u01a1n l\u00e0 \u0111\u1ed1i ph\u01b0\u01a1ng c\u00f2n c\u00f3 th\u1ec3 ngh\u0129 l\u00e0 b\u1ea1n \u0111ang \u0111\u1eb7t \u0111i\u1ec1u v\u1ec1 m\u00ecnh. Lu\u00f4n lu\u00f4n cho ph\u00e9p ng\u01b0\u1eddi b\u1ea1n \u0111ang n\u00f3i chuy\u1ec7n c\u00f3 \u0111\u1ee7 th\u1eddi gian \u0111\u1ec3 tr\u00ecnh b\u00e0y h\u1ebft \u00fd t\u01b0\u1edfng c\u1ee7a h\u1ecd tr\u01b0\u1edbc khi nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i c\u1ee7a b\u1ea1n. Trong m\u1ed9t cu\u1ed9c trao \u0111\u1ed5i, s\u1ef1 ki\u00ean nh\u1eabn v\u00e0 chu \u0111\u00e1o c\u1ee7a b\u1ea1n s\u1ebd \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng h\u01a1n b\u1ea5t k\u00ec \u0111i\u1ec1u g\u00ec kh\u00e1c.<\/p>\n

B\u00e0i li\u00ean quan: 6 C\u00e1ch c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n

(*) : Dale Carnegie l\u00e0 nh\u00e0 v\u0103n M\u1ef9 \u2013 t\u00e1c gi\u1ea3 c\u1ee7a \u0110\u1eafc Nh\u00e2n T\u00e2m.<\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Th\u1ea5u hi\u1ec3u ng\u01b0\u1eddi kh\u00e1c \u2013 gi\u1ea3i ph\u00e1p cho v\u1ea5n \u0111\u1ec1 x\u01b0a c\u0169 n\u00e0y c\u00f3 l\u1ebd ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 d\u00e0nh th\u1eddi gian \u0111\u1ec3 r\u00e8n luy\u1ec7n k\u0129 n\u0103ng ch\u1ee7 \u0111\u1ed9ng l\u1eafng nghe c\u1ee7a b\u1ea1n. M\u1ee5c \u0111\u00edch c\u1ee7a vi\u1ec7c ch\u1ee7 \u0111\u1ed9ng l\u1eafng nghe xoay quanh vi\u1ec7c t\u1ea1o d\u1ef1ng m\u1ed1i li\u00ean h\u1ec7, s\u1ef1 th\u1ea5u hi\u1ec3u v\u00e0 ni\u1ec1m tin. […]<\/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\/54230"}],"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=54230"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/54230\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=54230"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=54230"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=54230"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}