{"id":54239,"date":"2023-12-20T10:25:36","date_gmt":"2023-12-20T03:25:36","guid":{"rendered":"https:\/\/masterskills.org\/blog\/6-cach-cai-thien-dich-vu-khach-hang.html"},"modified":"2023-12-20T10:25:36","modified_gmt":"2023-12-20T03:25:36","slug":"6-cach-cai-thien-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/6-cach-cai-thien-dich-vu-khach-hang.html","title":{"rendered":"6 C\u00e1ch c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
Cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t kh\u00f4ng ch\u1ec9 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, m\u00e0 n\u00f3 c\u00f2n l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 marketing \u0111\u1eafc l\u1ef1c nh\u1ea5t trong b\u1ed1i c\u1ea3nh m\u00e0 xu h\u01b0\u1edbng \u201cmarketing truy\u1ec1n mi\u1ec7ng\u201d (word-of-mouth marketing) \u0111ang th\u1ecbnh h\u00e0nh.<\/p>\n
\"D\u1ecbch<\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t gi\u00fap marketing truy\u1ec1n mi\u1ec7ng m\u1ea1nh m\u1ebd<\/p>\n<\/div>\n

M\u1ed9t nghi\u00ean c\u1ee9u\u00a0 v\u00e0o n\u0103m 2013 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n b\u1edfi Dimensional Research \u0111\u00e3 thu \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 nh\u01b0 sau: v\u1edbi m\u00f4 h\u00ecnh B2B*, 62% kh\u00e1ch h\u00e0ng mua nhi\u1ec1u h\u01a1n sau khi tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, con s\u1ed1 n\u00e0y v\u1edbi m\u00f4 h\u00ecnh B2C* l\u00e0 42%. M\u1eb7t kh\u00e1c, m\u1ed9t kh\u1ea3o s\u00e1t t\u01b0\u01a1ng t\u1ef1 cho th\u1ea5y 95% ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00f4ng t\u1ed1t v\u1edbi h\u1ec7 th\u1ed1ng mua s\u1eafm c\u1ee7a h\u1ecd, trong khi\u00a0 ch\u1ec9 c\u00f3 87% c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c.<\/p>\n

V\u1eady l\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng? D\u01b0\u1edbi \u0111\u00e2y l\u00e0 6 c\u00e1ch g\u1ee3i \u00fd cho b\u1ea1n:<\/p>\n

1. Th\u1ef1c s\u1ef1 l\u1eafng nghe.<\/strong> H\u00e3y th\u1ec3 hi\u1ec7n s\u1ef1 chuy\u00ean nghi\u1ec7p, nh\u01b0ng ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n bi\u1ebft l\u1eafng nghe ch\u1ee9 kh\u00f4ng ph\u1ea3i ch\u1ec9 bi\u1ebft n\u00f3i. D\u1ecbch v\u1ee5 tuy\u1ec7t v\u1eddi kh\u00f4ng ch\u1ec9 h\u1ea1n ch\u1ebf trong m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kh\u00f4ng ph\u00f9 h\u1ee3p v\u1edbi kh\u00e1ch h\u00e0ng. H\u00e3y c\u1ed1 g\u1eafng c\u00e2n b\u1eb1ng gi\u1eefa vi\u1ec7c l\u00e0m m\u1ed9t chuy\u00ean gia bi\u1ebft l\u1eafng nghe v\u00e0 vi\u1ec7c \u0111\u00e1p \u1ee9ng ch\u00ednh x\u00e1c cho nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

\"L\u1eafng<\/p>\n

L\u1eafng nghe l\u00e0 m\u1ed9t k\u1ef9 n\u0103ng quan tr\u1ecdng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

2. Nhanh nh\u1ea1y.<\/strong> Kh\u00e1ch h\u00e0ng n\u00e0o c\u0169ng mu\u1ed1n m\u1ed9t d\u1ecbch v\u1ee5 nhanh ch\u00f3ng. Ngay c\u1ea3 n\u1ebfu b\u1ea1n kh\u00f4ng th\u1ec3 \u0111\u01b0a ra c\u00e2u tr\u1ea3 l\u1eddi \u0111\u1ea7y \u0111\u1ee7 ngay l\u1eadp t\u1ee9c, h\u00e3y email l\u1ea1i; tr\u1ea3 l\u1eddi y\u00eau c\u1ea7u chat\u2026 cho h\u1ecd n\u1ed9i trong ng\u00e0y h\u00f4m \u0111\u00f3. Lu\u00f4n gi\u1eef kh\u00e1ch h\u00e0ng cu\u1ed1n theo vi\u1ec7c mua h\u00e0ng v\u00e0 khi\u1ebfn h\u1ecd ngh\u0129 r\u1eb1ng v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd s\u1ebd \u0111\u01b0\u1ee3c \u0111\u1ea3m b\u1ea3o gi\u1ea3i quy\u1ebft m\u1ed9t c\u00e1ch tri\u1ec7t \u0111\u1ec3 v\u00e0 nhanh g\u1ecdn.<\/p>\n

3. Gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng.<\/strong> Th\u1eadt kh\u00f4ng may, kh\u00e1ch h\u00e0ng c\u0169ng th\u01b0\u1eddng \u201cb\u1ecf bom\u201d ch\u1eb3ng kh\u00e1c n\u00e0o c\u00e1c c\u00f4ng ty. Th\u1ec9nh tho\u1ea3ng c\u00f3 ng\u01b0\u1eddi s\u1ebd g\u1ecdi \u0111i\u1ec7n v\u00e0o l\u00fac mu\u1ed9n v\u00e0 \u0111\u00f4i khi m\u1ed9t s\u1ed1 c\u00f2n kh\u00f4ng ch\u1ecbu cung c\u1ea5p \u0111\u1ee7 th\u00f4ng tin \u0111\u1ec3 nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 cho ch\u00ednh h\u1ecd.<\/p>\n

B\u1edfi r\u1ea5t d\u1ec5 \u0111\u1ec3 khi\u1ebfn m\u1ecdi vi\u1ec7c th\u00eam tr\u1ea7m tr\u1ecdng, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 b\u1ea1n ph\u1ea3i d\u00e0n x\u1ebfp \u1ed5n th\u1ecfa cho m\u1ecdi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Ghi nh\u1edb r\u1eb1ng m\u1ed7i m\u1ed9t kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t \u201c\u0111\u1ea1i s\u1ee9 h\u00ecnh \u1ea3nh\u201d cho th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c m\u1ecdi giao d\u1ecbch gi\u1eefa b\u1ea1n v\u00e0 h\u1ecd \u0111\u1ec1u c\u00f3 th\u1ec3 l\u00e0 l\u1ee3i \u0111i\u1ec3m b\u00e1n h\u00e0ng ho\u1eb7c r\u00e0o c\u1ea3n cho vi\u1ec7c kinh doanh c\u1ee7a b\u1ea1n.<\/p>\n

4. X\u00e2y d\u1ef1ng ni\u1ec1m tin.<\/strong> M\u1ed1i li\u00ean h\u1ec7 gi\u1eefa c\u00f4ng ty v\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i qu\u00e1 kh\u00e1ch s\u00e1o. H\u00e3y ti\u1ebfn xa h\u01a1n, th\u1ec3 hi\u1ec7n s\u1ef1 nhi\u1ec7t huy\u1ebft \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 tin t\u01b0\u1edfng v\u00e0o m\u1ed9t m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i.<\/p>\n

5. T\u1ea1o d\u1ef1ng \u201cgi\u00e1 tr\u1ecb th\u01b0\u01a1ng hi\u1ec7u\u201d.<\/strong> \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ed9t tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi, c\u00f4ng ty c\u1ee7a b\u1ea1n c\u1ea7n ph\u1ea3i bi\u1ebfn n\u00f3 th\u00e0nh m\u1ed9t \u201cgi\u00e1 tr\u1ecb v\u0103n h\u00f3a\u201d. Khi x\u00e2y d\u1ef1ng n\u00e9t v\u0103n h\u00f3a c\u1ee7a c\u00f4ng ty, nh\u1eefng quy t\u1eafc chu\u1ea9n m\u1ef1c hay m\u1ed9t tuy\u00ean ng\u00f4n s\u1ee9 m\u1ec7nh, lu\u00f4n lu\u00f4n nh\u1ea5n m\u1ea1nh t\u1ea7m quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng trong \u0111\u00f3. Bi\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u00e0nh m\u1ed9t n\u00e9t v\u0103n h\u00f3a thi\u1ebft y\u1ebfu s\u1ebd khi\u1ebfn nh\u00e2n vi\u00ean \u00fd th\u1ee9c h\u01a1n v\u1ec1 gi\u00e1 tr\u1ecb c\u1ee7a c\u00f4ng ty trong cung c\u00e1ch \u1ee9ng x\u1eed c\u1ee7a m\u00ecnh, t\u1eeb \u0111\u00f3 s\u1ebd cho k\u1ebft qu\u1ea3 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c t\u1ed1t h\u01a1n.<\/p>\n

6. \u0110\u1eebng ph\u00e1t tri\u1ec3n qu\u00e1 nhanh.<\/strong> Kh\u00f4ng bao gi\u1edd \u0111\u00e1nh \u0111\u1ed5i ch\u1ea5t l\u01b0\u1ee3ng l\u1ea5y s\u1ef1 ph\u00e1t tri\u1ec3n. Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m th\u01b0\u1eddng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c v\u00e0 t\u1ea1o n\u00ean m\u1ed9t \u1ea5n t\u01b0\u1ee3ng t\u00edch c\u1ef1c v\u1ec1 nh\u00e3n hi\u1ec7u, h\u00ecnh \u1ea3nh v\u00e0 danh ti\u1ebfng c\u1ee7a c\u00f4ng ty b\u1ea1n. S\u1ef1 ph\u00e1t tri\u1ec3n h\u1eefu c\u01a1 v\u00e0 \u1ed5n \u0111\u1ecbnh n\u00e0y m\u1edbi ch\u00ednh l\u00e0 th\u1ee9 t\u1ea1o n\u00ean s\u1ef1 v\u1eefng m\u1ea1nh c\u1ee7a m\u1ed9t c\u00f4ng ty.<\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u1ea7n kh\u00f4ng th\u1ec3 thi\u1ebfu c\u1ee7a b\u1ea5t k\u00ec m\u1ed9t c\u00f4ng ty l\u1edbn m\u1ea1nh n\u00e0o. V\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 cung c\u1ea5p m\u1ed9t d\u1ecbch v\u1ee5 tuy\u1ec7t v\u1eddi \u0111\u00f3 l\u00e0 l\u1eafng nghe, x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u00e0 nhanh nh\u1ea1y v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. H\u00e3y nh\u1edb, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng lu\u00f4n c\u00f3 s\u1ee9c m\u1ea1nh bi\u1ebfn kh\u00e1ch h\u00e0ng th\u00e0nh \u201cng\u01b0\u1eddi h\u00e2m m\u1ed9\u201d,v\u00e0 ng\u01b0\u1eddi mua h\u00e0ng tr\u1edf th\u00e0nh \u201c\u0111\u1ea1i s\u1ee9 th\u01b0\u01a1ng hi\u1ec7u\u201d cho c\u00f4ng ty c\u1ee7a b\u1ea1n.<\/p>\n

Ghi ch\u00fa:<\/em>
* B2B (Business To Business): m\u00f4 h\u00ecnh kinh doanh th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed trong \u0111\u00f3 giao d\u1ecbch x\u1ea3y ra tr\u1ef1c ti\u1ebfp gi\u1eefa c\u00e1c doanh nghi\u1ec7p v\u1edbi nhau. <\/em>
* B2C (Business To Customer): Th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed B2C l\u00e0 ch\u1ec9 bao g\u1ed3m c\u00e1c giao d\u1ecbch th\u01b0\u01a1ng m\u1ea1i tr\u00ean Internet gi\u1eefa doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng, m\u00e0 trong \u0111\u00f3, \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng c\u1ee7a lo\u1ea1i h\u00ecnh n\u00e0y l\u00e0 c\u00e1c c\u00e1 nh\u00e2n mua h\u00e0ng.<\/em><\/p>\n

B\u00e0i li\u00ean quan: T\u1ea1o s\u1ef1 h\u00e0i l\u00f2ng v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o?<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t kh\u00f4ng ch\u1ec9 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, m\u00e0 n\u00f3 c\u00f2n l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 marketing \u0111\u1eafc l\u1ef1c nh\u1ea5t trong b\u1ed1i c\u1ea3nh m\u00e0 xu h\u01b0\u1edbng \u201cmarketing truy\u1ec1n mi\u1ec7ng\u201d (word-of-mouth marketing) \u0111ang th\u1ecbnh h\u00e0nh. D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t gi\u00fap marketing truy\u1ec1n mi\u1ec7ng […]<\/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\/54239"}],"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=54239"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/54239\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=54239"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=54239"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=54239"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}