{"id":20308,"date":"2018-11-08T16:12:21","date_gmt":"2018-11-08T09:12:21","guid":{"rendered":"https:\/\/thitruongsi.com\/kinh-nghiem\/?p=20308"},"modified":"2018-11-08T17:08:16","modified_gmt":"2018-11-08T10:08:16","slug":"co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong","status":"publish","type":"post","link":"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/","title":{"rendered":"H\u00e3y th\u1eed \u0111i, c\u00f3 c\u00f4ng l\u1eafng nghe kh\u00e1ch h\u00e0ng, c\u00f3 ng\u00e0y kinh doanh th\u00e0nh c\u00f4ng"},"content":{"rendered":"<p><strong>Trong xu h\u01b0\u1edbng kinh doanh hi\u1ec7n \u0111\u1ea1i, b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (CSKH) kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n th\u1ef1c hi\u1ec7n nhi\u1ec7m v\u1ee5 gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5. M\u00e0 b\u1ed9 ph\u1eadn n\u00e0y c\u00f2n \u0111\u00f3ng vai tr\u00f2 c\u1ed1t c\u00e1n trong vi\u1ec7c t\u1ea1o n\u00ean hay &#8220;h\u1ee7y ho\u1ea1i&#8221; th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p.<\/strong><\/p><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_69_1 counter-hierarchy ez-toc-counter ez-toc-white ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">M\u1ee5c l\u1ee5c b\u00e0i vi\u1ebft<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#Nguyen_nhan_nao_khien_khach_hang_roi_bo_doanh_nghiep\" title=\"Nguy\u00ean nh\u00e2n n\u00e0o khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf doanh nghi\u1ec7p?\">Nguy\u00ean nh\u00e2n n\u00e0o khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf doanh nghi\u1ec7p?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#Cac_nhom_doanh_nghiep_thuong_bi_khach_hang_%E2%80%98nghi_choi\" title=\"C\u00e1c nh\u00f3m doanh nghi\u1ec7p th\u01b0\u1eddng b\u1ecb kh\u00e1ch h\u00e0ng &#8216;ngh\u1ec9 ch\u01a1i&#8217;:\">C\u00e1c nh\u00f3m doanh nghi\u1ec7p th\u01b0\u1eddng b\u1ecb kh\u00e1ch h\u00e0ng &#8216;ngh\u1ec9 ch\u01a1i&#8217;:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#TOP_cac_nguyen_nhan_khien_khach_hang_%E2%80%98nghi_choi_voi_doanh_nghiep\" title=\"TOP c\u00e1c nguy\u00ean nh\u00e2n khi\u1ebfn kh\u00e1ch h\u00e0ng &#8216;ngh\u1ec9 ch\u01a1i&#8217; v\u1edbi doanh nghi\u1ec7p:\">TOP c\u00e1c nguy\u00ean nh\u00e2n khi\u1ebfn kh\u00e1ch h\u00e0ng &#8216;ngh\u1ec9 ch\u01a1i&#8217; v\u1edbi doanh nghi\u1ec7p:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#Nhung_cach_de_giu_chan_khach_hang\" title=\"Nh\u1eefng c\u00e1ch \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng?\">Nh\u1eefng c\u00e1ch \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#Khach_hang_mong_doi_gi_o_nhung_cuoc_goi_cham_soc\" title=\"Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i g\u00ec \u1edf nh\u1eefng cu\u1ed9c g\u1ecdi ch\u0103m s\u00f3c?\">Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i g\u00ec \u1edf nh\u1eefng cu\u1ed9c g\u1ecdi ch\u0103m s\u00f3c?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#Khach_hang_thich_duoc_cham_soc_qua_cac_phuong_tien_nao\" title=\"Kh\u00e1ch h\u00e0ng th\u00edch \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c qua c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n n\u00e0o?\">Kh\u00e1ch h\u00e0ng th\u00edch \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c qua c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n n\u00e0o?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#Tam_trang_cua_khach_hang_nhu_the_nao_truoc_khi_goi_dien_nho_ho_tro_xu_ly_loi\" title=\"T\u00e2m tr\u1ea1ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o tr\u01b0\u1edbc khi g\u1ecdi \u0111i\u1ec7n nh\u1edd h\u1ed7 tr\u1ee3 x\u1eed l\u00fd l\u1ed7i?\">T\u00e2m tr\u1ea1ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o tr\u01b0\u1edbc khi g\u1ecdi \u0111i\u1ec7n nh\u1edd h\u1ed7 tr\u1ee3 x\u1eed l\u00fd l\u1ed7i?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#Vay_sau_khi_ket_thuc_cuoc_goi_tam_trang_cua_ho_co_cai_thien_hon_chang\" title=\"V\u1eady sau khi k\u1ebft th\u00fac cu\u1ed9c g\u1ecdi t\u00e2m tr\u1ea1ng c\u1ee7a h\u1ecd c\u00f3 c\u1ea3i thi\u1ec7n h\u01a1n ch\u0103ng?\">V\u1eady sau khi k\u1ebft th\u00fac cu\u1ed9c g\u1ecdi t\u00e2m tr\u1ea1ng c\u1ee7a h\u1ecd c\u00f3 c\u1ea3i thi\u1ec7n h\u01a1n ch\u0103ng?<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>V\u00e0 b\u1ea1n bi\u1ebft kh\u00f4ng, <em>82% kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng h\u1ecd s\u1ebd th\u1eb3ng tay &#8216;ngh\u1ec9 ch\u01a1i&#8217; v\u1edbi doanh nghi\u1ec7p n\u1ebfu nh\u1eefng cu\u1ed9c g\u1ecdi ch\u0103m s\u00f3c m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c qu\u00e1 t\u1ec7<\/em>. Nh\u01b0ng b\u00f9 l\u1ea1i,<em> c\u00f3 \u0111\u1ebfn 91% kh\u00e1ch h\u00e0ng s\u1ebd s\u1eb5n s\u00e0ng &#8216;h\u1ebft l\u00f2ng h\u1ebft d\u1ea1&#8217; v\u1edbi b\u1ea1n n\u1ebfu h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng cu\u1ed9c g\u1ecdi ch\u1ea5t l\u01b0\u1ee3ng t\u1eeb b\u1ed9 ph\u1eadn CSKH<\/em>.<\/p>\n<p>Tr\u00e1i v\u1edbi nh\u1eefng g\u00ec ch\u00fang ta th\u01b0\u1eddng ngh\u0129, th\u1ef1c t\u1ebf th\u00ec <em>ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 v\u00e0 gi\u00e1 c\u1ea3 h\u1ee3p l\u00fd ch\u1ec9 quy\u1ebft \u0111\u1ecbnh 50% vi\u1ec7c doanh nghi\u1ec7p kinh doanh th\u00e0nh c\u00f4ng hay kh\u00f4ng<\/em>. V\u00e0, <em>50% c\u00f2n l\u1ea1i ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1ch b\u1ea1n <a href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/bi-quyet-cham-soc-khach-hang-giup-tang-doanh-thu-len-gap-4-lan\/\" target=\"_blank\">ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a> nh\u01b0 th\u1ebf n\u00e0o<\/em>. G\u1ecdi \u0111i\u1ec7n v\u1eabn l\u00e0 ph\u01b0\u01a1ng th\u1ee9c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 nh\u1ea5t, d\u00f9 cho b\u00e2y gi\u1edd l\u00e0 th\u1eddi \u0111\u1ea1i ph\u00e1t tri\u1ec3n c\u1ee7a c\u00e1c n\u1ec1n t\u1ea3ng &#8216;chat&#8217; tr\u1ef1c tuy\u1ebfn.<\/p>\n<p>V\u1eady kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i nh\u1eefng cu\u1ed9c g\u1ecdi ch\u0103m s\u00f3c nh\u01b0 th\u1ebf n\u00e0o? H\u1ecd c\u1ea7n m\u1ed9t ng\u01b0\u1eddi bi\u1ebft l\u1eafng nghe h\u1ecd, t\u01b0 v\u1ea5n r\u00f5 v\u1ec1 s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5, gi\u1ea3i quy\u1ebft r\u1eafc r\u1ed1i tri\u1ec7t \u0111\u1ec3, v\u00e0 k\u00e8m theo \u0111\u00f3 l\u00e0 s\u1ef1 \u00e2n c\u1ea7n v\u00e0 th\u1ea5u hi\u1ec3u. C\u00f3 l\u1ebd h\u1ecd \u0111\u00f2i h\u1ecfi h\u01a1i nhi\u1ec1u, nh\u01b0ng \u0111\u1ea7u t\u01b0 v\u00e0o ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi s\u1ebd khi\u1ebfn kh\u00e1ch h\u00e0ng\u00a0g\u1eafn b\u00f3 l\u00e2u d\u00e0i\u00a0v\u1edbi b\u1ea1n.<\/p>\n<p>V\u00e0 sau \u0111\u00e2y, ch\u00fang ta h\u00e3y c\u00f9ng tham kh\u1ea3o qua m\u1ed9t v\u00e0i ch\u1ec9 s\u1ed1 ph\u1ea3n \u00e1nh t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c CSKH v\u00e0 \u0111\u1ec3 xem kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i nh\u1eefng g\u00ec t\u1eeb doanh nghi\u1ec7p nh\u00e9!<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Nguyen_nhan_nao_khien_khach_hang_roi_bo_doanh_nghiep\"><\/span><strong>Nguy\u00ean nh\u00e2n n\u00e0o khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf doanh nghi\u1ec7p?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><em>44%<\/em> kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f3 d\u1ef1 \u0111\u1ecbnh thay \u0111\u1ed5i nh\u00e0 cung c\u1ea5p s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 trong v\u00f2ng 12 th\u00e1ng.<\/p>\n<p><em>82%<\/em> kh\u00e1ch h\u00e0ng \u0111\u00e3 thay \u0111\u1ed5i 1 nh\u00e0 cung c\u1ea5p s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 trong 5 n\u0103m v\u1eeba r\u1ed3i.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Cac_nhom_doanh_nghiep_thuong_bi_khach_hang_%E2%80%98nghi_choi\"><\/span><strong>C\u00e1c nh\u00f3m doanh nghi\u1ec7p th\u01b0\u1eddng b\u1ecb kh\u00e1ch h\u00e0ng &#8216;ngh\u1ec9 ch\u01a1i&#8217;:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Ng\u00e2n h\u00e0ng: <em>32%<\/em><\/p>\n<p>\u0110i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng: <em>31%<\/em><\/p>\n<p>B\u1ea3o hi\u1ec3m t\u00e0i s\u1ea3n: <em>27%<\/em><\/p>\n<p>Cung c\u1ea5p \u0111i\u1ec7n: <em>24%<\/em><\/p>\n<p>Cung c\u1ea5p b\u0103ng th\u00f4ng r\u1ed9ng: <em>22%<\/em><\/p>\n<p>Kinh doanh \u0111i\u1ec7n tho\u1ea1i: <em>18%<\/em><\/p>\n<p>B\u1ea3o hi\u1ec3m y t\u1ebf t\u01b0 nh\u00e2n: <em>17%<\/em><\/p>\n<p>Kinh doanh gas: <em>17%<\/em><\/p>\n<p>Cung c\u1ea5p n\u01b0\u1edbc: <em>16%<\/em><\/p>\n<h2><span class=\"ez-toc-section\" id=\"TOP_cac_nguyen_nhan_khien_khach_hang_%E2%80%98nghi_choi_voi_doanh_nghiep\"><\/span><strong>TOP c\u00e1c nguy\u00ean nh\u00e2n khi\u1ebfn kh\u00e1ch h\u00e0ng &#8216;ngh\u1ec9 ch\u01a1i&#8217; v\u1edbi doanh nghi\u1ec7p:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Gi\u00e1 c\u1ea3 cao:\u00a0<em>66%.<\/em><\/p>\n<p>V\u1ea5n \u0111\u1ec1 nan gi\u1ea3i gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p (sai s\u00f3t, nh\u1ea7m l\u1eabn,&#8230;): <em>32%.<\/em><\/p>\n<p>Kh\u00f4ng c\u00f3 ch\u00ednh s\u00e1ch \u01b0u \u0111\u00e3i khi t\u00e1i k\u00fd h\u1ee3p \u0111\u1ed3ng hay d\u00e0nh cho kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft:<em>\u00a030%<\/em>.<\/p>\n<p>Ph\u00e2n bi\u1ec7t \u0111\u1ed1i x\u1eed\u00a0gi\u1eefa c\u00e1c kh\u00e1ch h\u00e0ng:\u00a0<em>28%.<\/em><\/p>\n<p>&#8220;T\u1ea1i sao l\u1ea1i \u01b0u \u0111\u00e3i cho kh\u00e1ch h\u00e0ng m\u1edbi \u0111\u00f3 m\u00e0 tr\u01b0\u1edbc \u0111\u00e2y kh\u00f4ng \u00e1p d\u1ee5ng cho t\u00f4i?&#8221;:\u00a0<em>27%.<\/em><\/p>\n<p>Ch\u1eadm tr\u1ec5 trong vi\u1ec7c h\u1ed7 tr\u1ee3 x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1:\u00a0<em>25%.<\/em><\/p>\n<p>Th\u1ea5t b\u1ea1i trong l\u1ea7n \u0111\u1ea7u gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc:\u00a0<em>24%.<\/em><\/p>\n<p>Nh\u00e2n vi\u00ean CSKH thi\u1ebfu kinh nghi\u1ec7m: 20%.<\/p>\n<p>Nh\u00e2n vi\u00ean\u00a0CSKH kh\u00f4ng nhi\u1ec7t t\u00ecnh h\u1ed7 tr\u1ee3 nh\u01b0 \u0111\u00e3 h\u1ee9a h\u1eb9n:\u00a0<em>14%.<\/em><\/p>\n<p>Website kh\u00f4ng mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u1ed1t:\u00a0<em>14%.<\/em><\/p>\n<p>Doanh nghi\u1ec7p kh\u00f4ng c\u00f3 \u0111\u1ea1o \u0111\u1ee9c kinh doanh:\u00a0<em>12%.<\/em><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Nhung_cach_de_giu_chan_khach_hang\"><\/span><strong>Nh\u1eefng c\u00e1ch \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>H\u00e3y khi\u1ebfn cho kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y b\u1ea1n \u0111\u00e1nh gi\u00e1 cao gi\u00e1 tr\u1ecb c\u1ee7a h\u1ecd v\u00e0 h\u1ecd s\u1ebd trung th\u00e0nh v\u1edbi b\u1ea1n.<\/p>\n<p>Gi\u00e1 c\u1ea3, chi ph\u00ed th\u1ea5p:\u00a0<em>78%.<\/em><\/p>\n<p>\u01afu \u0111\u00e3i khi kh\u00e1ch h\u00e0ng t\u00e1i k\u00fd h\u1ee3p \u0111\u1ed3ng\/ t\u00e1i mua s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5:<em>\u00a053%.<\/em><\/p>\n<p>H\u1ed7 tr\u1ee3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u00e0ng nhanh c\u00e0ng t\u1ed1t:\u00a0<em>49%.<\/em><\/p>\n<p>V\u00e0 t\u1ea5t nhi\u00ean, b\u1ea1n kh\u00f3 c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh gi\u00e1 \u1edf m\u1ee9c c\u1ef1c th\u1ea5p hay can thi\u1ec7p v\u1ec1 m\u1eb7t k\u1ef9 thu\u1eadt nh\u01b0ng \u00edt ra, h\u00e3y d\u00f9ng tr\u00e1i tim \u0111\u1ec3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng nh\u00e9!<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Khach_hang_mong_doi_gi_o_nhung_cuoc_goi_cham_soc\"><\/span><strong>Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i g\u00ec \u1edf nh\u1eefng cu\u1ed9c g\u1ecdi ch\u0103m s\u00f3c?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Nh\u00e2n vi\u00ean ch\u0103m s\u00f3c n\u1eafm r\u00f5 l\u1ecbch s\u1eed s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a kh\u00e1ch h\u00e0ng:\u00a0<em>62%.<\/em><\/p>\n<p>Gi\u1ea3i th\u00edch r\u00f5 r\u00e0ng c\u00e1c l\u1ed7i ho\u1eb7c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh v\u00e0 c\u00e1ch gi\u1ea3i quy\u1ebft:\u00a0<em>59%.<\/em><\/p>\n<p>\u0110\u01b0\u1eddng d\u00e2y hotline kh\u1ea3 d\u1ee5ng \u1edf n\u01a1i kh\u00e1ch h\u00e0ng s\u1ed1ng:\u00a0<em>59%.<\/em><\/p>\n<p>Cung c\u1ea5p ph\u01b0\u01a1ng th\u1ee9c g\u1eedi y\u00eau c\u1ea7u tr\u1ee3 gi\u00fap online thay v\u00ec ph\u1ea3i g\u1ecdi \u0111i\u1ec7n:\u00a0<em>43%.<\/em><\/p>\n<p>Nh\u00e2n vi\u00ean nh\u00e3 nh\u1eb7n v\u00e0 l\u1ecbch thi\u1ec7p:\u00a0<em>43%.<\/em><\/p>\n<p>Xin l\u1ed7i khi s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 kh\u00f4ng gi\u1ed1ng nh\u01b0 nh\u1eefng g\u00ec \u0111\u00e3 qu\u1ea3ng c\u00e1o:\u00a0<em>37%.<\/em><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Khach_hang_thich_duoc_cham_soc_qua_cac_phuong_tien_nao\"><\/span><strong>Kh\u00e1ch h\u00e0ng th\u00edch \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c qua c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n n\u00e0o?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u0110i\u1ec7n tho\u1ea1i: <em>43%.<\/em><\/p>\n<p>Email: <em>13%.<\/em><\/p>\n<p>Website: <em>12%.<\/em><\/p>\n<p>Chat online: <em>10%.<\/em><\/p>\n<p>Facebook: <em>9%.<\/em><\/p>\n<p>\u1ee8ng d\u1ee5ng di \u0111\u1ed9ng: <em>6%.<\/em><\/p>\n<p>Nh\u1eafn tin: <em>3%.<\/em><\/p>\n<p>Twitter: <em>1%.<\/em><\/p>\n<p>G\u1eedi th\u01b0: <em>1%.<\/em><\/p>\n<p>Kh\u00e1c: <em>1%.<\/em><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Tam_trang_cua_khach_hang_nhu_the_nao_truoc_khi_goi_dien_nho_ho_tro_xu_ly_loi\"><\/span><strong>T\u00e2m tr\u1ea1ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o tr\u01b0\u1edbc khi g\u1ecdi \u0111i\u1ec7n nh\u1edd h\u1ed7 tr\u1ee3 x\u1eed l\u00fd l\u1ed7i?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Kh\u00f3 ch\u1ecbu:<em> 42%.<\/em><\/p>\n<p>Mu\u1ed1n ai \u0111\u00f3 l\u1eafng nghe: <em>40%.<\/em><\/p>\n<p>Mong ch\u1edd: <em>37%.<\/em><\/p>\n<p>Bu\u1ed3n b\u00e3: <em>28%.<\/em><\/p>\n<p>B\u1ed1i r\u1ed1i: <em>22%.<\/em><\/p>\n<p>T\u1ee9c gi\u1eadn: <em>17%.<\/em><\/p>\n<p>S\u1eb5n s\u00e0ng c\u00e3i nhau: <em>14%.<\/em><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Vay_sau_khi_ket_thuc_cuoc_goi_tam_trang_cua_ho_co_cai_thien_hon_chang\"><\/span><strong>V\u1eady sau khi k\u1ebft th\u00fac cu\u1ed9c g\u1ecdi t\u00e2m tr\u1ea1ng c\u1ee7a h\u1ecd c\u00f3 c\u1ea3i thi\u1ec7n h\u01a1n ch\u0103ng?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>H\u00e0i l\u00f2ng: <em>42%.<\/em><\/p>\n<p>B\u1ef1c b\u1ed9i: <em>30%.<\/em><\/p>\n<p>B\u1ea5t m\u00e3n: <em>24%.<\/em><\/p>\n<p>Th\u1ea5m th\u00eda: <em>23%.<\/em><\/p>\n<p>C\u1ea3m k\u00edch: <em>22%.<\/em><\/p>\n<p>\u0110\u00e1nh gi\u00e1 cao: <em>21%.<\/em><\/p>\n<p>Bu\u1ed3n b\u00e3: <em>17%.<\/em><\/p>\n<p>T\u1ee9c gi\u1eadn: <em>15%.<\/em><\/p>\n<p>B\u1ed1i r\u1ed1i: <em>14%.<\/em><\/p>\n<p>M\u1eb7c k\u1ec7: <em>13%.<\/em><\/p>\n<p><strong>Qu\u1ea3 th\u1eadt, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec1u kh\u00f4ng h\u1ec1 d\u1ec5 d\u00e0ng ph\u1ea3i kh\u00f4ng n\u00e0o? Tuy nhi\u00ean, b\u1ea1n h\u00e3y lu\u00f4n nh\u1edb r\u1eb1ng ch\u1eb3ng c\u00f3 1 kh\u00e1ch h\u00e0ng n\u00e0o mu\u1ed1n r\u1eddi b\u1ecf doanh nghi\u1ec7p m\u00e0 h\u1ecd \u0111\u00e3 t\u1eebng mua s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5. \u0110i\u1ec1u n\u00e0y ch\u1ec9 x\u1ea3y ra khi doanh nghi\u1ec7p thi\u1ebfu s\u00f3t ho\u1eb7c m\u1eafc nhi\u1ec1u l\u1ed7i l\u1ea7m trong qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c. V\u00ec th\u1ebf, h\u00e3y d\u00e0nh cho kh\u00e1ch h\u00e0ng s\u1ef1 quan t\u00e2m v\u00e0 s\u1ef1 th\u1ea5u hi\u1ec3u t\u1ed1t nh\u1ea5t v\u00e0 h\u1ecd s\u1ebd \u0111\u1ed3ng h\u00e0nh l\u00e2u d\u00e0i v\u1edbi b\u1ea1n.<\/strong><\/p>\n<p style=\"text-align: right;\"><em>Theo Hacker Noon<\/em><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trong xu h\u01b0\u1edbng kinh doanh hi\u1ec7n \u0111\u1ea1i, b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (CSKH) kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n th\u1ef1c hi\u1ec7n nhi\u1ec7m v\u1ee5 gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5. M\u00e0 b\u1ed9 ph\u1eadn n\u00e0y c\u00f2n \u0111\u00f3ng vai tr\u00f2 c\u1ed1t c\u00e1n trong vi\u1ec7c t\u1ea1o n\u00ean hay &#8220;h\u1ee7y ho\u1ea1i&#8221;  &#8230;<\/p>\n","protected":false},"author":3,"featured_media":20315,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[46,64,50],"tags":[],"class_list":["post-20308","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ban-le","category-kinh-nghiem-ban-le","category-kinh-doanh"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>H\u00e3y th\u1eed \u0111i, c\u00f3 c\u00f4ng l\u1eafng nghe kh\u00e1ch h\u00e0ng, c\u00f3 ng\u00e0y kinh doanh th\u00e0nh c\u00f4ng<\/title>\n<meta name=\"description\" content=\"Trong xu h\u01b0\u1edbng kinh doanh hi\u1ec7n \u0111\u1ea1i, b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (CSKH) \u0111\u00f3ng vai tr\u00f2 c\u1ed1t c\u00e1n trong vi\u1ec7c t\u1ea1o n\u00ean hay &#039;h\u1ee7y ho\u1ea1i&#039; th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"H\u00e3y th\u1eed \u0111i, c\u00f3 c\u00f4ng l\u1eafng nghe kh\u00e1ch h\u00e0ng, c\u00f3 ng\u00e0y kinh doanh th\u00e0nh c\u00f4ng\" \/>\n<meta property=\"og:description\" content=\"Trong xu h\u01b0\u1edbng kinh doanh hi\u1ec7n \u0111\u1ea1i, b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (CSKH) \u0111\u00f3ng vai tr\u00f2 c\u1ed1t c\u00e1n trong vi\u1ec7c t\u1ea1o n\u00ean hay &#039;h\u1ee7y ho\u1ea1i&#039; th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/\" \/>\n<meta property=\"og:site_name\" content=\"Th\u1ecb Tr\u01b0\u1eddng S\u1ec9 Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/thitruongsi\" \/>\n<meta property=\"article:published_time\" content=\"2018-11-08T09:12:21+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2018-11-08T10:08:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/thitruongsi.com\/kinh-nghiem\/wp-content\/uploads\/2018\/11\/co-cong-cham-soc-khach-hang-co-ngay-kinh-doanh-thanh-cong.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Quy\u00ean Ph\u1ea1m\" \/>\n<meta name=\"twitter:card\" 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Ph\u1ea1m\",\"@id\":\"https:\/\/thitruongsi.com\/kinh-nghiem\/#\/schema\/person\/98d26056451d12980ebd2082a5179225\"},\"headline\":\"H\u00e3y th\u1eed \u0111i, c\u00f3 c\u00f4ng l\u1eafng nghe kh\u00e1ch h\u00e0ng, c\u00f3 ng\u00e0y kinh doanh th\u00e0nh c\u00f4ng\",\"datePublished\":\"2018-11-08T09:12:21+00:00\",\"dateModified\":\"2018-11-08T10:08:16+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/\"},\"wordCount\":1431,\"publisher\":{\"@id\":\"https:\/\/thitruongsi.com\/kinh-nghiem\/#organization\"},\"image\":{\"@id\":\"https:\/\/thitruongsi.com\/kinh-nghiem\/co-cong-lang-nghe-khach-hang-co-ngay-kinh-doanh-thanh-cong\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/thitruongsi.com\/kinh-nghiem\/wp-content\/uploads\/2018\/11\/co-cong-cham-soc-khach-hang-co-ngay-kinh-doanh-thanh-cong.jpg\",\"articleSection\":[\"B\u00e1n le\u0309\",\"Kinh nghi\u00ea\u0323m\",\"M\u1eb9o Kinh 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