{"id":111589,"date":"2018-01-30T15:40:00","date_gmt":"2018-01-30T08:40:00","guid":{"rendered":"https:\/\/suno.vn\/blog\/?p=111589"},"modified":"2018-01-30T15:40:39","modified_gmt":"2018-01-30T08:40:39","slug":"3-nguyen-tac-bat-bien-ve-dich-vu-cham-soc-khach-hang-trong-ban-le","status":"publish","type":"post","link":"https:\/\/suno.vn\/blog\/3-nguyen-tac-bat-bien-ve-dich-vu-cham-soc-khach-hang-trong-ban-le\/","title":{"rendered":"3 nguy\u00ean t\u1eafc “b\u1ea5t bi\u1ebfn” v\u1ec1 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

D\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 nh\u00e2n t\u1ed1 quan tr\u1ecdng quy\u1ebft \u0111\u1ecbnh kh\u00e1ch h\u00e0ng c\u00f3 \u1edf l\u1ea1i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n hay kh\u00f4ng, b\u00ean c\u1ea1nh ch\u1ea5t l\u01b0\u1ee3ng v\u1ec1 s\u1ea3n ph\u1ea9m m\u00e0 doanh nghi\u1ec7p b\u1ea1n cung c\u1ea5p.<\/strong><\/em><\/p>\n

Do \u0111\u00f3, d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 ti\u1ec1n \u0111\u1ec1 gi\u00fap nh\u00e0 b\u00e1n l\u1ebb thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/strong><\/a> m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t v\u00e0 trong d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, c\u00f3 3 nguy\u00ean t\u1eafc b\u1ea5t bi\u1ebfn, m\u00e0 b\u1ea5t c\u1ee9 nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng c\u0169ng ph\u1ea3i n\u1eb1m l\u00f2ng.<\/em><\/p>\n

\"3<\/p>\n

1. Xin l\u1ed7i kh\u00e1ch h\u00e0ng khi c\u00f3 s\u1ef1 c\u1ed1<\/h2>\n

\u0110\u00e2y l\u00e0 m\u1ed9t nguy\u00ean t\u1eafc h\u00e0ng \u0111\u1ea7u trong d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, b\u1ea5t k\u1ec3 l\u00e0 nguy\u00ean nh\u00e2n kh\u00e1ch quan hay ch\u1ee7 quan.<\/p>\n

Trong nhi\u1ec1u tr\u01b0\u1eddng h\u1ee3p, b\u1ea1n ch\u1ec9 th\u1eadt s\u1ef1 xin l\u1ed7i kh\u00e1ch h\u00e0ng, khi ch\u00ednh b\u1ea1n (s\u1ea3n ph\u1ea9m b\u1ea1n cung c\u1ea5p) c\u00f3 v\u1ea5n \u0111\u1ec1, nh\u01b0ng tr\u00ean th\u1ef1c t\u1ebf, nh\u1eefng c\u00e2u n\u00f3i \u0111\u1ea1i lo\u1ea1i nh\u01b0: “Xin l\u1ed7i v\u00ec \u0111\u00e3 \u0111\u1ec3 qu\u00fd kh\u00e1ch \u0111\u1ee3i l\u00e2u, xin l\u1ed7i v\u00ec s\u1ef1 ch\u1eadm tr\u1ec5 c\u1ee7a ch\u00fang t\u00f4i, xin l\u1ed7i qu\u00fd kh\u00e1ch v\u00ec s\u1ef1 b\u1ea5t ti\u1ec7n n\u00e0y,…” s\u1ebd \u0111em l\u1ea1i t\u00e2m l\u00fd tho\u1ea3i m\u00e1i cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n

Kh\u00f4ng nh\u1eefng th\u1ebf, l\u00e0 m\u1ed9t nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng, b\u1ea1n c\u1ea7n ph\u1ea3i \u0111\u1ed3ng c\u1ea3m v\u00e0 quan t\u00e2m \u0111\u1ebfn nh\u1eefng r\u1eafc r\u1ed1i m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i, \u0111\u1ec3 t\u1eeb \u0111\u00f3 c\u00f3 h\u01b0\u1edbng x\u1eed l\u00fd, h\u1ed7 tr\u1ee3 k\u1ecbp th\u1eddi.<\/p>\n

Vi\u1ec7c t\u1eadp trung gi\u1ea3i quy\u1ebft nh\u1eefng kh\u00f3 kh\u0103n c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf vi\u1ec7c ch\u1ec9 l\u00e0m \u0111\u00fang nh\u1eefng g\u00ec b\u1ea1n \u0111\u00e3 cam k\u1ebft, hay th\u1ec3 hi\u1ec7n \u1edf ch\u00ednh s\u00e1ch b\u1ea3o h\u00e0nh, m\u00e0 c\u00f2n l\u00e0 nh\u1eefng c\u1ed1 g\u1eafng h\u1ebft m\u00ecnh gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng trong m\u1ecdi t\u00ecnh hu\u1ed1ng, ch\u1eafc ch\u1eafn h\u1ecd s\u1ebd ghi nh\u1eadn \u0111i\u1ec1u n\u00e0y,\u00a0 \u0111\u00e1nh gi\u00e1 cao v\u1ec1 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a c\u1eeda h\u00e0ng b\u1ea1n.<\/p>\n

\"Xin<\/p>\n

2. Kh\u00e1ch h\u00e0ng quan t\u00e2m \u0111\u1ebfn qu\u00e1 tr\u00ecnh h\u01a1n l\u00e0 k\u1ebft qu\u1ea3<\/h2>\n

\u0110i\u1ec1u n\u00e0y nghe c\u00f3 v\u1ebb v\u00f4 l\u00fd, nh\u01b0ng tr\u00ean th\u1ef1c t\u1ebf kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u00e1nh gi\u00e1 cao v\u00e0 quan t\u00e2m \u0111\u1ebfn nh\u1eefng n\u1ed7 l\u1ef1c m\u00e0 m\u1ed9t nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng l\u00e0m, \u0111\u1ec3 x\u1eed l\u00fd nh\u1eefng r\u1eafc r\u1ed1i c\u0169ng nh\u01b0 qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 d\u00e0nh cho h\u1ecd.<\/p>\n

H\u1ecd kh\u00f4ng quan t\u00e2m, \u0111\u00f3 c\u00f3 ph\u1ea3i l\u00e0 m\u1ed9t gi\u1ea3i ph\u00e1p t\u1ed1t nh\u1ea5t hay kh\u00f4ng, v\u1ea5n \u0111\u1ec1 h\u1ecd quan t\u00e2m l\u00e0 nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng \u0111\u00e3 n\u1ed7 l\u1ef1c ra sao \u0111\u1ec3 th\u1ef1c hi\u1ec7n gi\u1ea3i ph\u00e1p \u1ea5y.<\/p>\n

Tr\u00ean th\u1ef1c t\u1ebf, kh\u00e1ch h\u00e0ng s\u1ebd y\u00ean t\u00e2m v\u00e0 h\u00e0i l\u00f2ng h\u01a1n r\u1ea5t nhi\u1ec1u, n\u1ebfu b\u1ea1n \u0111\u01b0a ra m\u1ed9t lo\u1ea1t nh\u1eefng gi\u1ea3i ph\u00e1p h\u1ed7 tr\u1ee3 cho h\u1ecd, thay v\u00ec c\u00e2u n\u00f3i ” ch\u00fang t\u00f4i ch\u1ec9 c\u00f3 th\u1ec3….”<\/p>\n

M\u1ed9t nguy\u00ean t\u1eafc b\u1ea5t bi\u1ebfn c\u1ea7n nh\u1edb khi giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u00f3 l\u00e0 \u0111\u1eebng \u0111\u1ec3 h\u1ecd th\u1ea5t v\u1ecdng, hay l\u00e0m kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u1ea3m th\u1ea5y b\u1ebf t\u1eafc khi s\u1ea3n ph\u1ea9m m\u00e0 b\u1ea1n cung c\u1ea5p ph\u00e1t sinh s\u1ef1 c\u1ed1.<\/p>\n

B\u00ean c\u1ea1nh \u0111\u00f3, nh\u1eefng gi\u1ea3i ph\u00e1p h\u1ed7 tr\u1ee3 mang t\u00ednh s\u00e1ng t\u1ea1o s\u1ebd lu\u00f4n \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 cao h\u01a1n l\u00e0 nh\u1eefng quy t\u1eafc chu\u1ea9n m\u1ef1c c\u1ee9ng nh\u1eafc.<\/p>\n

Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng SI\u00caU \u0110\u01a0N GI\u1ea2N SUNO.vn\u00a0<\/strong><\/a>gi\u00fap ng\u01b0\u1eddi ch\u1ee7 qu\u1ea3n l\u00fd m\u1ecdi m\u1eb7t c\u1ee7a c\u1eeda h\u00e0ng: t\u1eeb t\u00ednh ti\u1ec1n b\u00e1n h\u00e0ng, qu\u1ea3n l\u00fd t\u1ed3n kho h\u00e0ng h\u00f3a, qu\u1ea3n l\u00fd thu chi ti\u1ec1n b\u1ea1c, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ebfn ph\u00e2n t\u00edch k\u1ebft qu\u1ea3 kinh doanh d\u1ec5 d\u00e0ng. SI\u00caU \u0110\u01a0N GI\u1ea2N, r\u1ea5t d\u1ec5 s\u1eed d\u1ee5ng k\u1ec3 c\u1ea3 v\u1edbi ng\u01b0\u1eddi kh\u00f4ng r\u00e0nh m\u00e1y t\u00ednh.<\/em><\/p><\/blockquote>\n

\"Kh\u00e1ch<\/p>\n

3. H\u1ee9a \u00edt, l\u00e0m nhi\u1ec1u<\/h2>\n

B\u1ea5t k\u00ec nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng n\u00e0o c\u0169ng n\u00ean t\u00e2m ni\u1ec7m l\u00e0 m\u1ed7i vi\u1ec7c m\u00ecnh l\u00e0m \u0111\u1ec1u nh\u1eb1m h\u01b0\u1edbng \u0111\u1ebfn ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/p>\n

\u0110\u1eebng “c\u00f3 \u0111\u01b0\u1ee3c” kh\u00e1ch h\u00e0ng b\u1eb1ng m\u1ecdi gi\u00e1 t\u1eeb c\u00e1ch h\u1ee9a h\u1eb9n th\u1eadt nhi\u1ec1u nh\u1eefng \u0111i\u1ec1u hay ho \u0111\u1eb9p \u0111\u1ebd v\u1ec1 s\u1ea3n ph\u1ea9m c\u0169ng nh\u01b0 d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n.<\/p>\n

H\u00e3y cam k\u1ebft v\u1eeba ph\u1ea3i, \u0111\u00fang v\u1edbi nh\u1eefng g\u00ec m\u00e0 s\u1ea3n ph\u1ea9m b\u1ea1n cung c\u1ea5p. H\u00e3y ch\u1ee9ng minh gi\u00e1 tr\u1ecb b\u1eb1ng c\u00e1ch \u0111\u1ec3 kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m v\u00e0 c\u1ea3m nh\u1eadn. M\u1ed9t s\u1ea3n ph\u1ea9m t\u1ed1t, ch\u1eafc ch\u1eafn s\u1ebd n\u00edu ch\u00e2n kh\u00e1ch h\u00e0ng, h\u01a1n l\u00e0 nh\u1eefng l\u1eddi qu\u1ea3ng c\u00e1o hoa m\u1ef9.<\/p>\n

M\u1ed9t \u0111i\u1ec1u t\u1ed1i k\u1ecb m\u00e0 b\u1ea5t k\u00ec nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng n\u00e0o c\u0169ng c\u1ea7n tr\u00e1nh \u0111\u00f3 l\u00e0 \u0111\u1eebng v\u00ec l\u1ee3i nhu\u1eadn tr\u01b0\u1edbc m\u1eaft v\u00e0 \u0111\u01b0a ra nh\u1eefng l\u1ee3i \u00edch hay nh\u1eefng t\u00ednh n\u0103ng m\u00e0 s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh ho\u00e0n to\u00e0n kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c.<\/p>\n

Vi\u1ec7c x\u00e2y d\u1ef1ng l\u00f2ng tin v\u1edbi kh\u00e1ch h\u00e0ng, khi\u1ebfn h\u1ecd tin d\u00f9ng s\u1ea3n ph\u1ea9m s\u1ebd lu\u00f4n mang l\u1ea1i gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i cho doanh nghi\u1ec7p.<\/p>\n

Xem th\u00eam:\u00a0<\/strong><\/p>\n