30 nguyn t c chm sc khch hng t t y!

Trong thi k khi s kinh doanh vi mt vi nhn vin v mt lng khch hng khim tn, bn s khng kh khn g phc v khch hng theo ng nhng g h mong mun. Tuy nhin, bn phi cn n mt chnh sch dch v khch hng hp l v khoa hc, khi s nhn vin v khch hng ngy mt ng hn. Trong bi vit ny, chng ti s gii thiu vi bn 30 cch thc khc nhau cc khch hng ca bn lun nhn c mt dch v chm sc tuyt vi nht. Mt s nguyn tc chung
1. Quy nh thnh vn bn cc chnh sch dch v khch hng: Bn l ngi ra cc quy tc c bn, nhng mi nhn vin trong cng ty nn bit r tun th nhng quy tc . Chnh sch ny khng i hi tnh phc tp v t m, nhng nhng iu rt n gin v c th nh khch hng lun ng, hoc bt k nhn vin no cng u c quyn gim gi ti a 10% cho bt c khch hng bt mn no ti bt c thi im no c th cn thit cho cng vic hng ngy ca bn.

2. Thit lp h thng tr gip v hng dn nhn vin cch duy tr tnh u vit ca dch v. Nhng h thng ny s gip bn ni so vi cc i th cnh tranh bng vic a ra nhiu li ch hn cho cc khch hng, ng thi nhn ra nhng vn rc ri trc khi chng pht sinh. 3. Pht trin cc cng c nh gi dch v khch hng u vit. ng qun dnh phn thng cho nhng nhn vin c kt qu chm sc khch hng tt nht. 4. m bo rng quan im ca bn v dch v khch hng c tt c nhn vin thu hiu. Cc nhn vin nn hiu r mt dch v khch hng tt s lin quan nh th no ti li nhun v tng lai ca h ti cng ty. 5. Sn sng cung cp cho khch hng nhiu li ch hn bt c i th cnh tranh no khc trong cng lnh vc kinh doanh. Li cam kt ny phi c sc thuyt phc n ni mi khch hng ca bn u c th cm nhn c. 6. Chia s thng tin vi nhng nhn vin trc tip giao thip vi khch hng. Bn hy thng xuyn gp g cc nhn vin bn hng tr chuyn v vic nng cao cht lng dch v khch hng, ng thi tip thu kin ca cc nhn vin bn hng: h l nhng ngi trc tip giao dch vi khch hng nhiu hn bt k ai trong cng ty bn. 7. Hnh ng theo phng chm: quan tm, mau l v c nng lc gii quyt vn cho khch hng. Cc khch hng lun mong mun c i x vi t cch c nhn v xng h bng tn ring.

Nhng cm t s khin khch hng cm thy hnh phc

Nhng nguyn tc c bn trong dch v khch hng rt r rng v by gi l lc bn bin nhng nguyn tc vo hnh ng trong mi cng vic no bn lm v mi li l no bn ni. Lun c mt s t ng k diu m khch hng lun mun nghe t pha bn. 8. Ti c th gip g cho qu v?: Khch hng mong mun c c hi gii thch mt cch r rng chi tit v nhng g h cn. Vi cu hi m ny, bn bt u i thoi vi khch hng theo hng tch cc (bn ang gip , ch khng phi bn hng) v t ra bn sn sng cho mt cuc tr chuyn. 9. Ti c th gii quyt vn : Phn ln khch hng, c bit l cc khch hng B2B, lun tm kim mua cc gii php kinh doanh. H rt cm kch trc nhng cu tr li trc tip theo dng ngn ng m h c th hiu c. 10. Ti khng bit, nhng ti s tm ra: Khi i mt vi mt vn kh khn i hi phi kim tra cn thn, hy dng cm tha nhn rng bn khng bit cch gii quyt. Vic tr li cu hi trong khi bn khng bit chc chn thc t nh th no c th mau chng hu hoi nim tin m khch hng dnh cho bn. Nhng khch hng thng minh c th th thch bn bng mt cu hi m h bit bn khng th tr li v sau im tnh ngi xung trong khi bn lng tng tm cch i ph. Mt cu tr li thnh tht s gia tng mc tn nhim ca bn.

11. Ti s nhn trch nhim: iu ny chng t vi khch hng rng bn nhn ra trch nhim ca mnh l m bo kt qu hon ho nht cho mi giao dch mua sm vi khch hng. Hy qu quyt vi khch hng rng bn bit r h mong i iu g v s a ra sn phm/dch v ph hp vi mc gi phi chng m khng km theo bt c ph ph hay vn pht sinh no. 12. "Ti s lun cp nhp cho qu v nhng thng tin mi nht: Ngay c khi sn phm/dch v ca bn c cung cp theo phng thc tr tin ngay v ly hng(cash-and-carry), cng s c rt nhiu s kin v thng tin khc nhau v bn m khch hng mun bit. Hy m bo vi cc khch hng rng h s c ch dn v cp nht nhng s kin v thng tin mi nht. Thi gian v s lng thng tin cng nhiu bao nhiu, bn cng c c s tin tng ca khch hng by nhiu, bi v khch hng ngy nay lun mong mun c thng bo v mi chi tit v s kin, cho d l nhng tin tc tt hay xu. 13. Ti s giao hng ng hn: Vic giao hng tho thun vi khch hng s l mt li ha m bn phi thc hin ng. 14. Th hai c ngha l Th hai: Nh cung cp sn phm/dch v no kin nh thc hin ng theo iu ny s tr nn ni bt hn v c cc khch hng nh mi. 15. S ng l nhng g m qu v t hng: Sn phm/dch v bn giao cho khch hng s khng phi l ci g tng t nh, v cng s khng phi tt hn, nhng g khch hng t hng. Sn phm/dch v giao cho khch hng cn chnh xc nh nhng g h t hng. Thm ch c khi bn tin rng mt sn phm thay th no c th thch hp nht vi mi quan tm ca khch hng, bn cng ng quyt nh a cho khch hng sn phm . Khch hng ca bn c th khng bit v c quyn khiu ni v tt c nhng thay i ca sn phm/dch v h mua sm. 16. Mi vic s c hon tt: Hy m bo vi khch hng rng h s khng phi ch i c gii quyt cc vn ca mnh. 17. Ti rt cm kch s quan tm ca qu v: iu ny c ngha ln hn nhiu so vi n gin ch ni Cm n v mua hng. Mt s cm kch chn thnh nn km theo l nhng cuc gi in thoi hay th t sau khi vic mua sm thc hin xong bn m bo rng mi vic u n tho, khch hng c tho mn v nhn mnh cho khch hng bit bt k vn no pht sinh u s c bn gii quyt chu o v nhanh chng. B qua bt k bc no trong s cc bc trn u to ra mt n tng rng bn ch quan tm ti khch hng cho n khi giao dch mua sm c hon tt. iu ny s khin cho khch hng c cm gic h b la di v b li dng, t cng ty ca bn s mang mt hnh nh khng my tt p trong tm tr khch hng. Ting d n xa, c th nhng n tng xu cn lan sang c nhng ngi quen bit ca cc khch hng ny qua li k ca h. Do , vic biu l mt thi chu o trong vic chm sc khch hng s dn bn ti nhng li gii thiu tt p v nhng ln mua sm tip theo trong tng lai.

ng bao gi khch hng qun bn

Mt cng c quan trng gip bn c c nhng ln mua sm tip theo t mt khch hng l lun theo st h ngay c sau khi h mua hng. Cng vic hu mi nn bt u ngay lp tc sau khi kt thc giao dch mua sm. Bn gi in cho khch hng ni li cm n v mua sn phm dch v ca bn v tm hiu xem liu khch hng c hi lng vi sn phm dch v hay khng. Khng dng li , cn c mt s cch thc theo st hiu qu khc gip bn m bo rng sn phm/dch v bn ang cung cp lun trong tm tr khch hng: 18. khch hng bit c nhng g bn ang lm cho h: Vic ny c th c thc hin thng qua cc dng th t v bn tin gi ti cc khch hng hin ti hay cc cuc in thoi. Cho d bn s dng phng php no i na, th iu quan trng l bn vn cn nhanh chng ch r cho khch hng thy tnh u vit trong sn phm/dch v m bn cung cp. Nu bn khng cp ti tt c nhng g bn ang lm cho khch hng, h c th s khng ch ti. Bn cng khng th qu t cao khi ni chuyn vi khch hng v tt c nhng cng vic bn lm tho mn khch hng, m ch gi in thoi v khch hng bit h khng phi lo lng v bn lo xong ht cc th tc giy t, gi in cho lut s, kim tra li vic vn chuyn khch hng yn tm hn.

19. Thng xuyn gi thip hay th t vit tay mang tnh cht c nhn ti cc khch hng c: Ti ang ngi bn bn lm vic v tn ca qu v bng hin ln trong u. Qu v c phi ang c qung thi gian th v bay ln trn bu tri? Hy cho chng ti bit liu qu v c cn mt b hnh l mi hay khng? Ti c th gh qua thm qu v vi mt mu sn phm mi nht. Hay nu bn ngu nhin gp mt mt khch hng c ti mt s kin no y, bn hy lp tc gi ti h tm thip vi ni dung: Tht tuyt vi khi c gp li qu v ti Ti s sm gi in cho qu v nhn dp nm mi chng ta ln lch cho mt ba n tra thn mt nh. 20. Th hin nhng giao tip mang tnh cht c nhn: Voice mail v e-mail lun l nhng cng c giao tip d dng, trong khi cc giao tip mang tnh cht c nhn thng xuyn khng c ch ti. Nu bn gp kh khn trong vic tip cn mt khch hng no (ngi ang c vn cn gii quyt bng s tip xc c nhn), hy li li nhn qua voice-mail rng bn mun ni chuyn trc tip vi h, hoc bn c th gh qua vn phng lm vic ca h vo mt thi gian no thun tin cho c hai bn. 21. Nh r nhng dp c bit: u n gi n khch hng nhng tm thip mng sinh nht, thip mng nhn ngy l k nim Nhng mn qu nh lun l cng c gy cm tnh vi khch hng mt cch hiu qu. Bn s khng phi chi ph qu nhiu th hin s quan tm ca bn ti khch hng, m ch cn pht huy c sng to ca mnh cng vi mt mn qu nh hay tm thip mng xinh xn cng tht cht mi quan h gia bn vi khch hng trong mt tng lai lu di. 22. Cung cp cho khch hng cc thng tin hu ch: Nu bn c c mt bi bo hay, mt cun sch mi, hay nghe v mt t chc m khch hng c th quan tm ti, hy mau chng vit mt l th hoc gi in thoi thng bo cho khch hng bit. 23. Quan tm ti cc cuc gi in thoi sau khi mua hng nh mt c hi pht trin mi quan h kinh doanh gia bn v khch hng. Khi bn ni chuyn hay gh thm cc khch hng c, bn s lun c c nhng li gii thiu tt p ti bn b, ngi thn ca h, iu s gip bn c c nhng khch hng mi. Vi tt c nhng g m cc khch hng hin ti c th lm cho bn, khng c l do g bn khng thng xuyn lin lc vi h. Hy s dng nhng thng tin m bn c c v khch hng, v a ra nhiu tng mi khc nhau c th gip bn pht trin cc mi quan h bn vng vi khch hng.

Giao tip vi nhng khch hng khng hi hng

Cc cuc nghin cu cho thy phn ln cc khch hng khng hi lng vi sn phm/dch v ca bn s khng bao gi n ngay v ni vi bn rng h thc s khng tho mn, m h ch ra i mt cch lng l, sau ni vi nhng ngi quen bit ca h rng khng nn mua sm sn phm/dch v ca bn. V th, khi c mt khch hng phn nn, bn ng coi l mt s phin toi v hy coi l mt c hi vng thay i suy ngh ca khch hng v bn, ng thi gi chn h li lu di vi cng ty bn. Thm ch c nhng sn phm/dch v tt nht vn i khi nhn c nhng li phn nn. Di y l cc cch thc bn ng u vi nhng li ch trch hay ku ca t pha khch hng: 24. C khch hng trt ht nhng bc bi ca h. 25. Khng bao gi c tranh ci vi khch hng. 26. ng bao gi ni vi khch hng rng Tht ra qu v chng c vn g c. l nhng t ng khng thch hp cht no. 27. Trnh by quan im ca bn theo cch lch s nht m bn c th. 28. Nhn trch nhim gii quyt vn v ng a ra nhiu l do bin minh. Vic mt nhn vin b m hay li do nh cung cp khng phi l mi quan tm ca khch hng. 29. Mau chng hnh ng gii quyt vng mc cho khch hng, a ra mt gii php v sau thc hin ng nhng g cam kt. Bn ch nn tr hon thc hin nu vic ny khin tnh hnh cng tr nn ti t hn.

30. Tng thm quyn hn cho cc nhn vin bn hng h c th linh ng gii quyt cc phn nn ca khch hng. Trong chng mc no , nhn vin bn hng c php vi phm i cht cc quy nh ca cng ty khin khch hng va lng. Nu bn cm thy vic ny khng thch hp, th bt k lc no bn hay cc nh qun l c thm quyn khc u phi sn sn gip nhn vin bn hng gii quyt cc khc mc cho khch hng. Vi nhng cch thc trn, khng sm th mun, bn s thu phc c nhn tm mi khch hng. H s a chung v thng xuyn s dng sn phm/dch v m bn cung cp. Khng nhng th, ngy mt nhiu khch hng mi s bit n ting tm ca cng ty bn nh nhng li gii thiu v bn ca cc khch hng m bn thu phc c nhn tm.