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Vietnam Posts and Telecommunications Group

HNG DN THC HIN

TIU CHUN CHT LNG PHC V KHCH HNG

P DNG I VI CNG NHN K THUT VIN THNG
(Ban hnh km theo quyt nh s 1544/Q-VNPT-KD ngy 28.11.2011)

Trnh by. Trnh Hong Yn

Ban Kinh doanh Tp on VNPT

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Vietnam Posts and Telecommunications Group

Mc ch ca B TCCLPVKH
Nng cao kh nng cnh tranh ca VNPT qua
cht lng phc v khch hng.
L b ti liu o to chun v k nng phc
v khch hng nhm h tr kin thc v nng
cao tnh chuyn nghip ca CNKTVT.

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Vietnam Posts and Telecommunications Group

i tng p dng:
CNKT vin thng.
63 VNPT thnh vin, cc cng ty VTN, VTI, VNP,
VDC, VMS, Cc Bu in Trung ng.
Hiu lc thi hnh t ngy 28.11.2012.

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Vietnam Posts and Telecommunications Group

Cc tiu chun cht lng phc v ca cc

CNKTVT
Tiu chun

Ni dung

Tiu chun 1

ng phc, hnh thc

Tiu chun 2

Thi gian lm vic

Tiu chun 3

thc, trch nhim

Tiu chun 4

Cho v phc v khch hng

Tiu chun 5

Gi in thoi n khch hng

Tiu chun 6

Tm hiu nhu cu v h tr khch hng

Tiu chun 7

Chuyn mn, nghip v

Tiu chun 8

T vn dch v

Tiu chun 9

Xin li khch hng

Tiu chun 10

Kt thc giao dch

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Vietnam Posts and Telecommunications Group

Tiu chun 1: ng phc, hnh thc

a. Yu cu: Mc ng phc, m bo ng quy nh v an ton lao ng. eo th nhn vin, hnh thc gn gng.
b. Thc hin:
- ng phc: Khi lm vic Cng nhn k thut vin thng (trong quy nh vit tt l CNVT) mc ng phc theo
quy nh ng phc khi vin thng (Ban hnh km theo quyt nh s 1130/Q-GCTT ngy 10.5.2007 ca Tng
Gim c Tp on). m bo cc tiu chun v an ton lao ng. ng phc sch s, gn gng, khng nhu nt,
xc xch, i giy hoc dp c quai hu, khng c i dp l. m bo quy nh v an ton lao ng.

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Vietnam Posts and Telecommunications Group

Tiu chun 1: ng phc, hnh thc (tip)

- eo th: CNVT eo th nhn vin ca mnh, ngay ngn khch
hng c th nhn r m s th v tn CNVT.
- Hnh thc: u tc gn gng, kiu tc va phi, ph hp vi cng
vic, khng gy phn cm i vi khch.

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Vietnam Posts and Telecommunications Group

Tiu chun 2: Thi gian lm vic

a. Yu cu: m bo thi gian lm vic ti n v. n gp khch hng ng hn.
b. Thc hin:
- CNVT phi m bo thi gian lm vic: n sm trc khi bt u ca lm vic 10
pht mc ng phc, eo th ... v vo v tr lm vic ng gi. Khng ri b v tr
khi cha c s ng ca ngi c thm quyn.

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Vietnam Posts and Telecommunications Group

Tiu chun 2: Thi gian lm vic (tip)

- Nhn phiu yu cu (pht trin thu bao), phiu x l (sa cha, khc phc s c, bo
dng...), xem v nghin cu trc s hon cng, cc ch dn lin quan (nu c) xc nh
a im sa cha/thi cng. Gi in trc hn thi gian n lp t cho khch hng (nu
cn).
- n gp khch hng ng hn. Khi c vic t xut, phi thng bo li v xin li khch hng,
khng xy ra trng hp hn khch hng m khng n.

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Vietnam Posts and Telecommunications Group

Tiu chun 3: thc, trch nhim

a. Yu cu: C thc, tinh thn trch nhim cao trong cng vic.
b. Thc hin:
- CNVT lm ng nhim v c giao. Khng lm vic ring, ni
chuyn ring, a gin, n, ht thuc trong khi lp t v x l ng
dy thu bao v thit b u cui cho khch hng.
- Trc gi lm vic phi kim tra cc iu kin vt cht: bt, n phm,
ti liu tip th, cng c, dng c lao ng (km in, tuc n vit, bng
dnh cch in, km bm rp, thit b u cui th tn hiu... dng c
bo h, an ton lao ng lin quan...) y , sp xp gn gng, ngn
np khng cn tr cng vic, mt thi gian tm kim.

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Vietnam Posts and Telecommunications Group

Tiu chun 3: thc, trch nhim (tip)

- Cung cp thng tin cho khch hng y , trung thc, theo phm
vi cng vic c giao v chu trch nhim v tnh chnh xc ca
thng tin.
- Khng s dng thu bao, thit b u cui ca khch hng phc
v mc ch c nhn.
- Bo mt thng tin khch hng. Khng c s dng, tit l bt c
thng tin no ca khch hng vo mc ch ring.
- Sau khi lp t, x l thit b, ng dy thu bao cho khch hng,
CNVT phi dn dp v sinh khu vc thi cng, lau sch thit b
u cui cho khch hng trc khi k bin bn nghim thu, bn giao
cho khch hng.
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Vietnam Posts and Telecommunications Group

Tiu chun 4: Cho v phc v khch hng

a. Yu cu: Cho v phc v khch hng thn thin, lch s.
b. Thc hin:
- Khi n gp khch hng, CNVT ch ng cho v hng mt v pha khch. Ty tnh hung c th m
cu cho c th ngn gn, cch xng h, gi khch hng ph hp, ng mc th hin s tn trng khch
hng. CNVT ch ng gii thiu khch hng bit, mu cu: Cho Bc/C/Anh/Ch... chu/em/ti l
nhn vin ca VNPT.... n gp Bc/C/Anh/Ch lp t/x l thu bao MyTV hoc........ Trnh vic
khch hng phi hi trc hoc nghi ng v CNVT.

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Vietnam Posts and Telecommunications Group

Tiu chun 4: Cho v phc v khch hng (tip)

- Phc v khch hng vi thi nim n, quan tm, thn thin, ng mc (l vi
ngi hn tui v thn i vi ngi km tui). Khng ni cc cn, ni trng khng, cu
gt tranh ci vi khch hng.
- Ni r rng v mch lc vi m lng nghe, khng ni qu to hoc qu nh. Nu
thy khch hng nghe cha r phi nhc li. Ty i tng khch hng iu chnh m
lng ph hp.

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Vietnam Posts and Telecommunications Group

Tiu chun 4: Cho v phc v khch hng (tip)

- Hng dn, gii thch cho khch hng d hiu, s dng t thng dng, trnh s dng
cc thut ng, t chuyn ngnh k thut kh hiu vi khch hng. Hn ch vic lm
phin, mn khch hng cc thit b chuyn dng nh dao, km, ko...
- Cc yu cu khc khi giao tip trc tip vi khch hng hoc trng hp CNVT kim
nhim nhim v tip th, bn hng thc hin theo cc tiu chun lin quan ti B Tiu
chun cht lng phc v khch hng p dng i vi Giao dch vin vin thng, ban
hnh km theo quyt nh s 942/Q-VNPT-KD ngy 28.6.2011.

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Vietnam Posts and Telecommunications Group

Tiu chun 5: Gi in thoi n khch hng t

lch hn
a. Yu cu: Giao tip lch s, tp trung vo ni dung cng vic.
b. Thc hin:
- Thi im gi: Gi in cho khch hng theo ng lch hn. Hoc gi khi nhn
phiu yu cu xc nh chnh xc thi gian n gp khch hng.
- Cho hi khch hng, gii thiu tn Cho Anh/ch ... em/ti l .... b phn xxx +
Tn n v thnh vin, gi in n Anh/Ch hn .... n lp t/x l...., vy
em/ti c th n gp Anh/ch lc my gi c a? hoc CNVT ch ng xut
thi gian thch hp vi khch hng.

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Vietnam Posts and Telecommunications Group

Tiu chun 5: Gi in thoi n khch hng t lch

hn (tip)
- CNVT trnh by tp trung vo cng vic, khng lm mt thi gian ca
khch hng. Khng t my trc khch hng.
- Cc yu cu khc khi giao tip vi khch hng qua in thoi, CNVT
thc hin theo cc tiu chun lin quan ti B Tiu chun cht lng
phc v khch hng i vi in thoi vin, ban hnh km theo quyt
nh s 1026/Q-VNPT-KD ngy 14.7.2011.

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Vietnam Posts and Telecommunications Group

Tiu chun 6: Tm hiu v h tr nhu cu khch hng

a. Yu cu: Hiu v quan tm n nhu cu ca khch h tr kp thi.
b. Thc hin:
- Quan tm n kh khn, thc mc h tr kp thi. V d: khch hng
cha bit cch s dng dch v, cc tra cu thng tin, CNVT hng dn
khch hng bit cc thao tc cn thit, mt s im nn trnh khi s dng
dch v, khng ph mc, coi nh khch hng bit.
- Lng nghe hoc t cu hi tm hiu thm v nhu cu ca khch hng
v cc dch v VT CNTT.

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Vietnam Posts and Telecommunications Group
Tiu chun 7: Chuyn mn, nghip v
a. Yu cu: CNVT nm vng chuyn mn v nghip v v quy nh dnh cho khch hng. Sn sng, phc v khch hng nhanh
chng, theo ng quy trnh.
b. Thc hin:
- CNVT nm vng: (1) Chuyn mn, thnh tho thao tc nghip v, quy trnh lp t, sa cha, bo dng ng dy thu bao v
thit b u cui; (2) Chng trnh khuyn mi, chnh sch khch hng trong phm vi cng vic c giao thc hin tt cc yu cu
ca khch hng; (3) V thc hin ng cc quy nh v an ton lao ng t thi lch s v tn trng khch hng

17

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Vietnam Posts and Telecommunications Group
Tiu chun 7: Chuyn mn, nghip v (tip)
- Phc v khch hng thao tc nhanh, chnh xc, lin tc, khng va lm va ni chuyn ring, ni chuyn in thoi hoc
gii quyt vic khc.
- Tr li hoc gii thch ng, trc tip, r rng, chnh xc, d hiu cc cu hi ca khch hng.
- Khi a Bin bn bn giao v nghim thu phi hng dn khch hng cch in thng tin. Khi nhn Bin bn, CNVT kim
tra y cc thng tin v ni: Chu/anh/ch xin ng/b/bc/c/ch/em t thi lch s v tn trng khch hng

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Vietnam Posts and Telecommunications Group
Tiu chun 7: Chuyn mn, nghip v (tip)
- Sau khi lp t, hng dn khch hng: (1) S in thoi ca n v lin quan n vic bo hng thu bao, h tr
dch v, chm sc khch hng, bn hng... i vi khch hng l t chc/doanh nghip, khuyn khch nhn vin
cung cp cho khch hng s in thoi di ng c nhn ca CNVT trc tip lp t, khch hng lin h khi cn
h tr thng tin; (2) Cch s dng, qun l, bo qun cc thit b u cui nh Set-top-box, Modem, NTU m
bo cht lng thit b, hn ch h hng thit b; (3) Cch x l mt s tnh hng n gin...
- T gic nghin cu, hc tp, trao i kinh nghim vi ng nghip nng cao trnh chuyn mn, nghip v.

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Vietnam Posts and Telecommunications Group

Tiu chun 8: T vn dch v

a. Yu cu: T vn, gii thiu c cc dch v ph hp cho khch hng.
b. Thc hin:
- Sau khi hon tt vic lp t, sa cha, bo dng ng dy thu bao v thit b cho khch
hng, ty kh nng, tnh hnh thc t CNVT ch ng: (1) T vn, hng dn, gii thiu v mt
s dch v mi, gi cc, chnh sch khuyn mi ca VNPT khch hng bit v s dng.
- Gii thch r nhng iu kin iu khon ca hng ha, dch v, khng gy ng nhn cho
khch hng. Hng dn khch hng xc nh c dch v ph hp, hiu qu nht.

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Vietnam Posts and Telecommunications Group

Tiu chun 9. Xin li khch hng

a. Yu cu: Ni li xin li khch hng ng lc.
b. Thc hin: Trong qu trnh phc v, nu khch hng khng hi lng
vi dch v, thi ca nhn vin, CNVT phi ch thn xin li khch
hng (cho d nhn vin c li hay khng).

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Vietnam Posts and Telecommunications Group

Tiu chun 10. Kt thc giao dch

a. Yu cu: Cm n khch hng khi kt thc phin giao dch.
b. Thc hin:
- Kt thc giao dch, CNVT ch ng tm hiu khch hng c nhu
cu thm g hay khng. Nu khch hng khng c thm nhu cu, CNVT
cm n khch hng s dng dch v. Li cm n c th c ni khi
nhn Bin bn bn giao v nghim thu, sau khi tr li cu hi ca khch
hng... hoc bt k lc no thch hp.
- Sau khi phc v, CNVT cn by t mong mun c phc v
khch trong nhng ln sau. v d ni C g anh/ch gi li cho em/ti theo
s my xxxx hoc s in thoi c nhn ... hoc Cm n bc/Anh/Ch
s dng dch v ca VNPT....

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Vietnam Posts and Telecommunications Group

Trnh Hong Yn
Ban Kinh doanh - Tp on VNPT
0913575777 04.37741314
Email: yenth@vnpt.vn

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