I.

Giao tip khi bn hng. 1. Lng nghe. Lng nghe kin ca khch hng s gip chng ta ci thin c dch v, sn phm, ca chng ta trong tng lai. Lng nghe to cho khch hng thy bn tn trng, nh gi cao h v quan tm n h. 2. Nh tn khch hng. Xng tn c nhn l mt trong nhng m thanh ngt ngo nht m khch hng mun c nghe t bn. Hy dng tn ring ca h khi bn ni li cho hi, cm n, tm bit.. lm cho bu khng kh tr nn nh nhng, thn thin hn. Tuy nhin, bn ng s dng tn ring ca khch hng mt cch qu thng xuyn bi v n c th khin khch hng kh chu, hy s dng vo lc u v lc kt thc cuc hi thoi. 3. N ci t tri tim ca bn. Mt n ci chn tht s khin khch hng cm thy h c cho n, an tm hn v li trong lng khch hng mt cm gic nng m. N ci c tc dng to ln nh vy, nhng ci phi ng lc. 4. Hy cho khch hng bit h l ngi quan trng. Khch hng ch thc s yu qu bn (dch v, sn phm,) nu bn khin h cm thy mnh thc s quan trng vi bn. Hi khch hng v nhng li khuyn dnh cho bn, cng ty, sn phm, dch v, Khng nn t ra sn sng tranh lun, cp li, khng nh hn thit vi khch hng khi xy ra nhng iu phn nn ca khch. Coi trng kin ca khch hng, ng bao gi ni h lm ln. Hy cho h ni tho thch nhng ci m h mun ni. 5. Tn trng khch hng.

 Lun ci ni tht tm ch khng n khch bng thi lnh nht. Gii p y thc mc, khiu ni ca h ch khng phi lm l. Hy lun lun phi gi th din cho khch hng. Khng phn bit i x vi khch hng. 6. Quan tm tht s n khch hng. Bn mun mang li nim vui cho khch hng, ch khng phi bn cho khch hng mt ci g . Khch hng khng mun giao dch vi nhng ngi quan liu, cng nhc, nn ngi phc v cn nh nhn tm hng gii quyt linh hot trong chng mc c th. 81% khch hng t b nu h cm thy rng i phng khng c thin ch gip hoc khng ch n nhu cu ca khch hng. 7. Gip khch hng nhit tnh. Hy gip khch hng bng nhng vic nh nht, iu s li nhng n tng tt p v su sc vi khch hng. Cung cp y thng tin cho khch hng cc dch v khc m khch hng quan tm nu bn c th. 8. Kin nh quan im. Khng nn gi chiu no che chiu y m cn phi hc cch ni li ca chnh mnh. khng c phn bc quan im ca ngi khc m xut cc phng n gii quyt hp l. 9. ng thch tranh bin. Cn bnh tnh ni, trnh bin cuc ni chuyn thnh cuc thi hng bin. 10.Hiu r thng ip ca ngi ni. Bn nn gi li hoc tng hp li nhng g ngi khc ni chc chn mnh ang hiu c vn .

11.Khuyn ngi khch hng. ng a ra li khuyn tr phi ngi ta hi bn. 12.Hy c hiu khch hng. Bn hy tm ra mt im tng ng thay v ch chm chm vo s khc bit gia bn v ngi khch hng. II. Giao tip trong chm sc khch hng. 1. Chm sc khch hng l g? Hiu mt cch khng y l s cho n nhit tnh i vi khch hng ca cc nhn vin bn hng. Theo ngha tng qut nht, chm sc khch hng (hay dch v khch hng - Customer Care) l tt c nhng g cn thit m doanh nghip phi lm tha mn nhu cu v mong i ca khch hng, tc l phc v khch hng theo cch m h mong mun c phc v v lm nhng vic cn thit gi cc khch hng mnh ang c. Chm sc khch hng lun lun l mt yu cu cn thit trong cng vic kinh doanh ca cc doanh nghip. H thng chm sc khch hng da trn thit b cng ngh hin i, theo mt quy trnh tn tnh, chuyn nghip ang ngy cng tr nn quan trng v cn thit vi cc nh kinh doanh. Chm sc khch hng khng c ngha l nu vi mt sn phm hay dch v ti m c cng tc chm sc khch hng tt th vn gi c khch hng. C 3 yu t then cht quyt nh vic lm tha mn khch hng, l: - Cc yu t sn phm. - Cc yu t thun tin. - Yu t con ngi. Mi khch hng, d l khch hng c nhn hay doanh nghip, u mong mun hn c t hng ho, dch v m h mua l chng phi hon ton ng tin cy. Cng tc chm sc khch hng ch c th c cng nhn l tt nu n gn lin vi mt sn phm cht lng hay mt dch v tt.

2. Xc nh cc nhn t giao tip trong chm sc khch hng. L mt qu trnh chu s tc ng ca nhiu nhn t nh mi trng, vn ha, tm l khch hng hay thi im giao tip. Xc nh chnh xc cc nhn t nh hng n qu trnh giao tip trong dch v chm sc khch hng ca bn gip bn la chn cc gii php giao tip ph hp. 3. Lng nghe mt cch ch ng. Mt k nng lng nghe ch ng, bn ang c li th tr thnh ngi chm sc khch hng xut sc. Hy lun t mnh vo v tr khch hng, lng nghe nhng tm t ca h thu hiu. Hy coi khch hng thc s l mt ngi bn, l n nhn ca chnh mnh vi thi lng nghe tp trung khng thnh kin. 4. La chn cc knh giao tip vi khch hng. S pht trin ca cng ngh cng to cho bn thm nhiu la chn trong cng tc giao tip v chm sc khch hng. chm sc hiu qu khch hng qua cc knh giao tip khc nhau, bn cng cn c nhng k nng ca ring mnh. Khng ngng nng cao cht lng giao tip ca bn, vic la chn cc knh giao tip vi tng i tng khch hng cng ngh thut lng nghe ch ng s gip bn thnh cng trong cng tc chm sc khch hng ca doanh nghip. 5. Cc yu t nh hng n qu trnh giao tip trong chm sc khch hng. T th iu b Nt mt nh mt Ging ni Khong cch Trong cc yu t trn, giao tip bng mt ng via tr quan trng trong Giao tip trong chm sc khch hng. Cn lu cc im sau: - Khng c nhn xung t hoc quay i ch khc.

- Khng c trn trn mt ln ngay c khi bn ang gin d hoc khng tin tng. - Khng c nhn chm chm vo khch hng k c khi bn ang rt tc gin. C nhiu nhn t gip bn giao tip thnh cng vi khch hng. Bn nn ghi nh v s dng cc yu t sao cho ph hp. Hy ch l bn phi thng xuyn: Mm ci v giao tip bng mt. Kim sot c nt mt v ging ni. S dng nhng iu b m. ng hoc ngi thng. Gi khong cch 0,91m gia bn v khch hng.

6. D on trc cc thc mc ca khch hng. a) Tr li thc mc ca khch hng nh th no? Phn bit 2 dng thc mc: Thc mc gi. Thc mc tht. - Ni gy p lc. - Ni v bt mn. - Ni v cha hiu. - b) K thut tr li nhng kin ca khch hng. o su: t cu hi khch hng c th din t thm suy ngh ca h. ng tnh c iu kin: - ng . - Trnh by kin ca mnh. - Kim tra xem cu tr li c va lng khch hng hay cha. Gim bt: Din t kin ca khch hng bng mt cch khc lm gim bt sc chng i (nu c). Din t li (Chuyn hng): Din t li kin ca khch hng di hnh thc 1 cu hi chuyn sang hng c li hn. III. K nng x l phn nn.

 Nhng li phn nn, khiu ni li l mt phn khng th thiu trong lnh vc kinh doanh. Nhiu vn ny sinh l iu khng th trnh khi, v tt nhin s rt kh lm hi lng tt c nhng khch hng khiu ni. C c mt cch gii quyt nhng khiu ni s bo m rng bn gii quyt c nhng mt nhy cm v thc t ca vn . 1. Cho hi. Lun lun cho hi khch hng mt cch vui v v thn thin. Cn phi lm theo khun kh ny v trnh mc phi nhng li khng ng trc y khi tip xc vi khch hng. 2. Lng nghe. Hy lm du bt phn no s tht vng ca khch hng. Hy thng cm cho khch hng v lng nghe cm nhn t chnh suy ngh ca khch hng. Khng nn tr li khch hng mt cch qu vi vng. Hy cho khch hng thy bn ang ch ng lng nghe. 3. t cu hi. t ra nhng cu hi lm r cc bn khon ca khch hng. Nhng cu hi lc ban u s gip bn nm bt c thc t ca vn . Nhng cu hi k cng hn s gip bn nm bt c nhiu chi tit hn. Chng cng s to c hi cho khch hng c th gii by nhng khc mt v cm nhn ca h. Nhng cu hi mang tnh nh gi s gip bn hiu c mc nghim trng ca vn , c bit l i vi khch hng. 4. Thng cm. Tm ra mt im ng tnh vi nhng iu m khch hng ni nhng iu ny khng nht thit c ngha l bn hon ton ng vi s khiu ni phn nn ca h. L c s cho khch hng thy rng bn nghe v hiu c mi quan tm ca khch hng, v bn tha nhn iu quan trng i vi h.

5. Gii quyt vn . V nhng mt nhy cm c gii quyt nn hy lm tt c nhng g m mnh c th gii quyt cc mt thc t ca ca vn . Chu trch nhim v nhng vic lm ca cng ty l c hi c th lm cho vn c tho g. 6. Nhng cu hi kim tra. t ra nhng cu hi xem gii quyt cc mt nhy cm v thc t ca nhng li phn nn ny c n u. Nhng cu hi ny l ci gip cho s vic ny kt thc d dng hn. 7. Theo di h tr. Thng thng th nhng khiu ni khng th c gii quyt hon ton ngay t ln u tin. Nu cn quay li vi khch hng, hy lm tht nhanh chng v trit . Cho d vn c gii quyt nhng hy to ra mt l do lin lc li vi khch hng.