{"id":54258,"date":"2023-12-20T10:29:35","date_gmt":"2023-12-20T03:29:35","guid":{"rendered":"https:\/\/masterskills.org\/blog\/nhung-bai-hoc-ve-cham-soc-khach-hang-tu-comcast.html"},"modified":"2023-12-20T10:29:35","modified_gmt":"2023-12-20T03:29:35","slug":"nhung-bai-hoc-ve-cham-soc-khach-hang-tu-comcast","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/nhung-bai-hoc-ve-cham-soc-khach-hang-tu-comcast.html","title":{"rendered":"Nh\u1eefng b\u00e0i h\u1ecdc v\u1ec1 ch\u0103m s\u00f3c Kh\u00e1ch h\u00e0ng t\u1eeb Comcast"},"content":{"rendered":"
Masterskills xin gi\u1edbi thi\u1ec7u b\u00e0i vi\u1ebft chia s\u1ebb c\u1ee7a Tomas Gorny \u2013 CEO c\u1ee7a Nextiva, \u2013 v\u1ec1 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a Comcast \u2013 M\u1ed9t c\u00f4ng ty v\u1ec1 Ph\u00e1t thanh truy\u1ec1n h\u00ecnh l\u1edbn nh\u1ea5t th\u1ebf gi\u1edbi \u2013 \u0111\u01b0\u1ee3c \u0111\u0103ng t\u1ea3i tr\u00ean Entrepreneur.com.<\/p>\n

V\u00e0o tu\u1ea7n tr\u01b0\u1edbc, Comcast \u0111\u00e3 t\u1ea1o n\u00ean m\u1ed9t s\u1ef1 ch\u1ea5n \u0111\u1ed9ng v\u1ec1 h\u00ecnh \u1ea3nh khi \u0111o\u1ea1n thu \u00e2m c\u1ee7a m\u1ed9t trong nh\u1eefng nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a Comcast \u0111\u01b0\u1ee3c ph\u00e1t t\u00e1n r\u1ed9ng r\u00e3i. L\u00e0 CEO c\u1ee7a m\u1ed9t \u0111\u01a1n v\u1ecb cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111i\u1ec7n tho\u1ea1i (kh\u00f4ng li\u00ean quan t\u1edbi Comcast), t\u00f4i c\u1ea3m th\u1ea5y r\u1ea5t th\u00f4ng c\u1ea3m cho nh\u1eefng ng\u01b0\u1eddi \u0111\u1ea1i di\u1ec7n c\u1ee7a m\u1ed9t nh\u00e3n h\u00e0ng, khi h\u1ecd ch\u1eadt v\u1eadt \u0111\u1ec3 ch\u0103m s\u00f3c v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n

\"Comcast\"<\/p>\n

Trung t\u00e2m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a Comcast<\/p>\n<\/div>\n

Khi \u0111\u01b0\u1ee3c nghe li\u00ean t\u1ee5c nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n c\u00f3 chi\u1ec1u h\u01b0\u1edbng t\u0103ng l\u00ean t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng, t\u00f4i \u0111\u00e3 nh\u1eadn ra m\u1ed9t c\u00e1ch r\u00f5 r\u00e0ng r\u1eb1ng, thay v\u00ec ch\u1ea1y theo nh\u1eefng l\u1ee3i \u00edch t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng, ni\u1ec1m \u0111am m\u00ea c\u00f4ng vi\u1ec7c c\u1ee7a m\u1ed9t nh\u00e2n vi\u00ean xu\u1ea5t ph\u00e1t t\u1eeb m\u1ed9t \u0111\u1ed9ng c\u01a1 s\u00e2u xa. Nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn kh\u00edch, th\u00fac \u0111\u1ea9y c\u00f3 th\u1ec3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 \u0111\u1ed1i v\u1edbi h\u1ecd.<\/p>\n

Nh\u1eefng h\u00e0nh \u0111\u1ed9ng kh\u00edch l\u1ec7 n\u00e0y kh\u00f4ng nh\u1eb1m m\u1ee5c \u0111\u00edch cho nh\u00e2n vi\u00ean quy\u1ec1n \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed sai l\u1ec7ch v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 th\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c b\u1ed3i th\u01b0\u1eddng. Kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh kh\u00edch l\u1ec7 \u0111\u1ec1u x\u1ea5u, m\u1ed9t v\u00e0i ch\u01b0\u01a1ng tr\u00ecnh c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng nh\u01b0ng c\u0169ng c\u00f3 th\u1ec3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 ng\u01b0\u1ee3c l\u1ea1i n\u1ebfu kh\u00f4ng \u0111\u01b0\u1ee3c theo s\u00e1t v\u00e0 \u0111i\u1ec1u ch\u1ec9nh k\u1ecbp th\u1eddi.<\/p>\n

\"ngservice\"<\/p>\n

D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 m\u1ee5c ti\u00eau kh\u00f4ng d\u1ec5 \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c.<\/p>\n<\/div>\n

D\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t lu\u00f4n l\u00e0 m\u1ed9t m\u1ee5c ti\u00eau kh\u00f4ng d\u1ec5 \u0111\u1ea1t \u0111\u01b0\u1ee3c v\u1edbi doanh nghi\u1ec7p, \u0111\u1eb7c bi\u1ec7t l\u00e0 \u0111\u1ed1i v\u1edbi nh\u1eefng ch\u1ee7 doanh nghi\u1ec7p nh\u1ecf lu\u00f4n khan hi\u1ebfm th\u1eddi gian. M\u1ed9t s\u1ef1 ki\u1ec7n PR sai l\u1ea7m c\u0169ng c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng nghi\u00eam tr\u1ecdng t\u1edbi doanh thu. Tr\u1edf l\u1ea1i v\u1edbi tr\u01b0\u1eddng h\u1ee3p c\u1ee7a Comcast, khi tr\u01b0\u1eddng h\u1ee3p n\u00e0y \u0111\u00e3 b\u1eaft \u0111\u1ea7u l\u1eafng xu\u1ed1ng, ta c\u00f3 th\u1ec3 r\u00fat ra 4 b\u00e0i h\u1ecdc sau:<\/p>\n

1. T\u1eadp trung v\u00e0o nh\u1eefng \u0111i\u1ec1u c\u01a1 b\u1ea3n<\/strong>
\n\u0110\u1eebng \u0111\u1ec3 kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i. C\u1ed1 g\u1eafng nh\u1ea5c m\u00e1y tr\u1ea3 l\u1eddi trong v\u00f2ng 3 h\u1ed3i chu\u00f4ng. Ph\u1ea3n h\u1ed3i nhanh c\u00f3 th\u1ec3 gi\u1ea3m b\u1edbt s\u1ef1 tr\u1ea7m tr\u1ecdng khi c\u00f3 \u0111i\u1ec1u g\u00ec x\u1ea3y ra v\u00e0 c\u0169ng c\u00f3 th\u1ec3 gi\u00fap ng\u01b0\u1eddi g\u1ecdi c\u1ea3m th\u1ea5y t\u1ef1 tin h\u01a1n r\u1eb1ng h\u1ecd lu\u00f4n \u0111\u01b0\u1ee3c quan t\u00e2m n\u1ebfu c\u00f3 g\u1ecdi ti\u1ebfp trong t\u01b0\u01a1ng lai.<\/p>\n

Tr\u00e1nh nh\u1eefng quy tr\u00ecnh ph\u1ee9c t\u1ea1p. Th\u00eam nh\u1eefng l\u1ef1a ch\u1ecdn trong menu \u0111i\u1ec7n tho\u1ea1i \u0111\u1ec3 c\u00f3 th\u1ec3 ph\u00e2n chia d\u1ec5 d\u00e0ng ng\u01b0\u1eddi g\u1ecdi nh\u01b0ng li\u1ec7u r\u1eb1ng h\u1ecd c\u00f3 c\u1ea3m th\u1ea5y nh\u01b0 v\u1eady? S\u1ebd th\u1eadt kh\u00f4ng kh\u00f4n ngoan khi b\u1eaft ng\u01b0\u1eddi g\u1ecdi nghe menu d\u00e0i d\u1eb1ng d\u1eb7c v\u1edbi h\u00e0ng t\u00e1 l\u1ef1a ch\u1ecdn m\u1edbi c\u00f3 th\u1ec3 tr\u00f2 chuy\u1ec7n v\u1ec1 v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd, sau \u0111\u00f3 l\u1ea1i b\u1ecb chuy\u1ec3n sang m\u1ed9t b\u1ed9 ph\u1eadn kh\u00e1c. T\u1ea1o m\u1ed9t quy tr\u00ecnh \u0111\u01a1n gi\u1ea3n, kh\u00e1ch h\u00e0ng s\u1ebd r\u1ea5t h\u00e0i l\u00f2ng.<\/p>\n

2. C\u00e1 nh\u00e2n h\u00f3a qu\u00e1 tr\u00ecnh \u0111\u00e0o t\u1ea1o<\/strong>
\n\u0110\u00e0o t\u1ea1o v\u00e0 gi\u00e1m s\u00e1t nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean l\u00e0 \u0111i\u1ec1u v\u00f4 c\u00f9ng quan tr\u1ecdng. Kh\u00f4ng c\u1ea7n thi\u1ebft ph\u1ea3i t\u1ed5 ch\u1ee9c nh\u1eefng h\u1ed9i th\u1ea3o, bu\u1ed5i \u0111\u00e0o t\u1ea1o quy m\u00f4 l\u1edbn \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ecdi ng\u01b0\u1eddi c\u00f3 c\u00f9ng suy ngh\u0129, c\u00e1ch th\u1ee9c l\u00e0m vi\u1ec7c. Th\u1ef1c t\u1ebf l\u00e0, m\u1ed7i nh\u00e2n vi\u00ean c\u00f3 \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu ri\u00eang.<\/p>\n

Ch\u1ec9 \u0111\u1ecbnh m\u1ed9t nh\u00e2n vi\u00ean \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng l\u1eafng nghe nh\u1eefng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 nh\u00f3m nh\u1eefng kh\u00f3 kh\u0103n, \u0111i\u1ec3m y\u1ebfu l\u1ea1i th\u00e0nh m\u1ed9t bu\u1ed5i \u0111\u00e0o t\u1ea1o nh\u1ecf cho nh\u1eefng nh\u00e2n vi\u00ean th\u1ef1c s\u1ef1 c\u1ea7n. Nh\u1eefng bu\u1ed5i h\u1ecdp t\u1eadp trung nh\u01b0 v\u1eady s\u1ebd n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a nh\u00e2n vi\u00ean v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 khuy\u1ebfn kh\u00edch tinh th\u1ea7n l\u00e0m vi\u1ec7c c\u1ee7a h\u1ecd.<\/p>\n

3. T\u1eadp trung v\u00e0o c\u00e1c nh\u00e2n vi\u00ean<\/strong>
\nNh\u00e2n vi\u00ean vui v\u1ebb c\u00f3 th\u1ec3 thu h\u00fat nh\u1eefng kh\u00e1ch h\u00e0ng vui v\u1ebb. \u0110\u1ea7u t\u01b0 v\u00e0o nh\u00e2n vi\u00ean, th\u00f4ng qua nh\u1eefng h\u00ecnh th\u1ee9c nh\u01b0 c\u00e1c c\u01a1 h\u1ed9i th\u0103ng ti\u1ebfn ngh\u1ec1 nghi\u1ec7p, c\u00e1c ho\u1ea1t \u0111\u1ed9ng v\u0103n h\u00f3a t\u00edch c\u1ef1c c\u1ee7a c\u00f4ng ty ho\u1eb7c c\u00f3 c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o th\u01b0\u1eddng xuy\u00ean l\u1eafng nghe m\u1ed1i quan t\u00e2m c\u1ee7a nh\u00e2n vi\u00ean. C\u00e1c s\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea kh\u00e1ch h\u00e0ng s\u1ebd s\u1edbm hi\u1ec7u qu\u1ea3.<\/p>\n

H\u00e3y \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. N\u1ebfu b\u1ea1n c\u1ea3m th\u1ea5y kh\u00f4ng th\u1ec3 h\u00ecnh dung ra vi\u1ec7c tr\u1edf l\u1ea1i l\u00e0m vi\u1ec7c m\u1ed7i ng\u00e0y nh\u01b0 h\u1ecd, b\u1ea1n c\u1ea7n c\u00f3 nh\u1eefng n\u1ed7 l\u1ef1c \u0111\u1ec3 thay \u0111\u1ed5i v\u0103n h\u00f3a c\u00f4ng ty v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a nh\u00e2n vi\u00ean. S\u1ed1 l\u01b0\u1ee3ng c\u00e1c cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n s\u1ebd gi\u1ea3m m\u1ea1nh trong th\u1eddi gian ng\u1eafn.<\/p>\n

4. Thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong>
\nT\u1ea1o c\u00e1c kh\u1ea3o s\u00e1t v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u1edfi \u0111\u1ed9ng quy tr\u00ecnh b\u1ea3o \u0111\u1ea3m ch\u1ea5t l\u01b0\u1ee3ng \u0111\u1ec3 nghe v\u00e0 nh\u1eadn x\u00e9t sau m\u1ed7i cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eadn th\u00f4ng tin v\u00e0 ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng (ngay l\u1eadp t\u1ee9c, n\u1ebfu c\u00f3 th\u1ec3) \u0111\u1ed1i v\u1edbi b\u1ea5t k\u1ef3 ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c n\u00e0o c\u1ee7a kh\u00e1ch h\u00e0ng. H\u1ecdc h\u1ecfi t\u1eeb nh\u1eefng ph\u1ea3n h\u1ed3i v\u00e0 li\u00ean t\u1ee5c thay \u0111\u1ed5i d\u1ecbch v\u1ee5 \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u1ea1t k\u1ebft qu\u1ea3 t\u1ed1t nh\u1ea5t.<\/p>\n

B\u00e0i li\u00ean quan: Kh\u00e1ch h\u00e0ng ng\u00e0y nay: Thi\u1ebfu ki\u00ean nh\u1eabn v\u00e0 ch\u1edd \u0111\u1ee3i.<\/p>\n

(Theo Entrepreneur.com)<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

V\u00e0o tu\u1ea7n tr\u01b0\u1edbc, Comcast \u0111\u00e3 t\u1ea1o n\u00ean m\u1ed9t s\u1ef1 ch\u1ea5n \u0111\u1ed9ng v\u1ec1 h\u00ecnh \u1ea3nh khi \u0111o\u1ea1n thu \u00e2m c\u1ee7a m\u1ed9t trong nh\u1eefng nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a Comcast \u0111\u01b0\u1ee3c ph\u00e1t t\u00e1n r\u1ed9ng r\u00e3i. L\u00e0 CEO c\u1ee7a m\u1ed9t \u0111\u01a1n v\u1ecb cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111i\u1ec7n tho\u1ea1i (kh\u00f4ng li\u00ean quan t\u1edbi Comcast), t\u00f4i c\u1ea3m th\u1ea5y r\u1ea5t th\u00f4ng c\u1ea3m cho nh\u1eefng ng\u01b0\u1eddi \u0111\u1ea1i di\u1ec7n c\u1ee7a m\u1ed9t nh\u00e3n h\u00e0ng, khi h\u1ecd ch\u1eadt v\u1eadt \u0111\u1ec3 ch\u0103m s\u00f3c v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/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\/54258"}],"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=54258"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/54258\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=54258"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=54258"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=54258"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}