CHM SC

KHCH HNG
Dn nhp
2
Cu chuyn sau y c ghi li
nguyn xi t phng h tr
khch hng ca hng
WordPerfect
hoangphuong@marketing-studies.vn
y l phng
chm sc khch
hng hng
WordPerfect! Ti
c th gip g
c cho ngi?
Vng, ti gp rc ri vi phn
mm WordPerfect. Ti ang g th
t nhin tt c ch ngha bin
mt
Bin mt?
Th mn
hnh ca ng
by gi nom
ra sao?
Chng c g c! Trng trn! N
khng hin th bt c ch no
khi ti g
ng vn cn
trong chng trnh
WordPerfect hay
thot ra ngoi ri?
Lm sao bit c
c ch!
ng c
nhn thy
du nhc
C: trn
mn hnh
khng?
Du nhc C: l ci g
vy?
Thi, b qua!
ng c th di
chuyn con tr
quanh mn hnh
khng?
Khng c con tr no ht. Ti
chng bo cu ri l g y, my
khng nhn bt c lnh no c.
Th
monitor ca
ng c n
bo ngun
khng?
Monitor l g c?
Hm! N l
mt thit b
trng ging
ci my thu
hnh. N c
ci n nh
bo ang
ch hot
ng khng.
Ti khng bit!
Th th, nhn
vo ng sau
monitor v
tm dy cp
ngun ca n.
ng nhn thy
cha?
Thy ri!
Tt! Hy ln
theo si dy
in n phch
cm. N c
nm trong
in khng
y?
C!
Ngi lu cho,
sau monitor c
ti 2 si cp
ch khng phi
ch c mt u
nh!
Khng! Lm g c!
Nht nh
l phi c
ch. Ngi
xem li coi
, ti thy
ri!
Mt cp l cp
in kim tra
ri. Ngi hy ln
theo cp cn li
xem n c cm
cht vo CPU
khng?
Khng nhn thy g c
Th th ngi
quan st k xem
gic cm n
cha. Th qu
xung v ci
ngi ht c v
pha trc xem!
Khng phi ti gc nhn. Ti
khng nhn thy g v y ti
qu
Ti?
Phi! n vn phng tt ht ri v ngun
sng duy nht by gi l nh sng bn
ngoi chiu qua ca s.
Th th bt
n ln!
Khng c!
Ti sao
khng?
Mt in ri!
Mt in? , th l
mi chuyn gii
quyt xong. ng
cn gi hp xp,
bn hng dn v
cc th ng gi
chic my khng?
Cn! lm g
vy?
ng hy rt
gic cm, ng
gi chic my
li ng nh lc
mua n ri
mang ti ni
bn my cho
ng
T th sao?
Vng, ti e
l nh vy
c ri, th
ti s ni g
vi ca hng?
Hy bo h rng
ng ngu ngc ti
mc khng xi ni
my tnh.
3 hoangphuong@marketing-studies.vn
Khchhnglai?
4
Khchhngcnghanhthnoivibn?
(Hychn1cunibncholthchhpvaracu
niringcabn)
Khchhnglngichochngtachiphc
vvkimtin.
Khchhnglnginuisng/ngitr
lngchochngta.
Khchhnglldokhintatnti.-Khch
hngchotaviclm.
Khchhnglnguntoradoanhthuvli
nhun.
Chngtacnkhchhngnhccnnc.
5 hoangphuong@marketing-studies.vn
KHCHHNG
Bnngoi
ngnghip
ngikhudychuyn
cngvictrckhucata
VD:
Phngbnhnglkhchhng
caphngkton.
Ccphngbanlkhchhng
caphnghnhchnhvt
chc
Cuhi:Khchhngcanh
mysnxutlai?
Bntrong
lngimua
ngictrinvngs
muahnghovdchv
cata
6 hoangphuong@marketing-studies.vn
KHCH
HNG
NGI
THN
NG
NGHIP
7 hoangphuong@marketing-studies.vn
Vnlphiquantmnvici
xvchmsccckhchhngnib
ngangbngvicckhchhngbn
ngoivkhitaphcvchokhchhng
nibtrctipcatahotngc
hiuqucnghaltalmtng
nhnggitremlisthomncho
khchhngbnngoi.
8
KHCHHNGlnhngngichngtaphcvugm
cnhngNGIBNNGOIhayNGITRONG
NIBcngty,dhlkhchhngthtshoc
cntrongdngtrinvngtimnng,vdchoh
cTRTINHAYKHNGTRTINchodchv
cachngta
9
Khchhngmongmunccungcpsnphmv
dchvmanglicctinchnhsau
Tinchvcngdngvhiuqucasnphm&dch
v
Tinchvsphhp-thnthinvingisdng.
Tinchvnichn,khnggian
Tinchvthigian
Tinchvsshu&thanhton(Cngay/vnh
vin/tmthi/dchuynnhng/trngay-trchm-
giu)
Tinchvsngbcahthngbnhngvphc
v.
10 hoangphuong@marketing-studies.vn
11 hoangphuong@marketing-studies.vn
TRITL
MACDONALD
csthamncakhchhng
Thcn:
Nhanh:nhtnbn
Ti:nhhoa
ncn:nhcbomu
Sch:nhlynhlau
12 hoangphuong@marketing-studies.vn
CS=QSC+V
CS:Customersatisfaction/Sthomnca
k.h
Q:Quality-Snphmcchtlng
S:Service-Phcvnhanhvchuonht
C:Cleaness-Schs
V:Value-Gitr(VD:khchhngchngdn
tmtonbcngonbotrsnphm)
13
TDCHVKHCHHNGn
CHMSCKHCHHNG?
Dchvkhchhng
(Customerservice)theoquanimmarketingt
nhngthpnintrc90lgmtonbnhnghnh
ngcahthngkhovncungngnhmthomn
chongitiudngnhngvphngdinthi
gian,thngt,thuntinvtnhtincy(Berkowitz,
19890)
14
Ngynay,
CHMSCKHCHHNG
(CustomerCare)chiultonb
nhnghotngcamththngc
nnglcthhinnhngthi
vhnhvinghocvtchunmc
nhmemlishilngcakhch
hngthngquaKtNi-CngCvM
RngQuanHgiadoanhnghipv
khchhng
15 hoangphuong@marketing-studies.vn
Ngynay
CHMSCKHCHHNGl:
manglisHILNG
nhmCNGCQUANH
V
gipTNGLNGKHCHHNG
16 hoangphuong@marketing-studies.vn
QuanimCHMSCKHCHHNGngynay
kthpnhiuyutquntrlinquann:
Dchv
Stincy
Quanhkhchhng
Tnhhthng&ngb
Nnglc
Thi
Nhvychmsckhchhngkhngphichl
lchs,llngtthaymtsnnhntringl
cacnhnngibn
17 hoangphuong@marketing-studies.vn
Nhnggitrgiatngchosnphm=
vthdoanhnghip.
Phicungcpchokhchhngnhngg
trongvngoisnphmvtquask
vngcah.
18 hoangphuong@marketing-studies.vn
TRUYNKVNORDSTROM
MinhnvinNordstromcgilmtngiNordie
NgiNordielos-michomtkhchhngangcngp
mctrongcuchpvochiuhm.
NgiNordievuivginhnggiqumkhchmuacaca
hngkhc
NgiNordielmmxehichocckhchhngkhihmua
smxong
V
ThmchngiNordiehonlitinchomt
vngtrangscdNordstromkhngbnvng
trangsc.
19 hoangphuong@marketing-studies.vn
1.Gitrngnhin
2.Gitrkvng
3.Gitrgiatng
20
1
2
3
hoangphuong@marketing-studies.vn
LICHCACSKH
TngscmnhcaDN.
Gipcngviccatatrichyhn.
lcchgikhchhngttnht.
chiphtmkhchhng>chiphgi
chnkhchhngc.
Manglinimvuivnghacho
chnhbnthnchngta.
21 hoangphuong@marketing-studies.vn
Lmthnoolngstho
mncakhchhng.
Shilnghaytho
mncakhchhng
(CustomerSatisfaction)
lmthintngtm
lcthckhch
hngthhinquathi
vhnhngcah.
Tuynhinnhiukhita
likhngthyhbcl
g.
22
PHNGPHPOSTHAMN
Quan
st
Ch
s
Thm
d
kin
Bng
hi
Hi
ngh
khch
hng
23 hoangphuong@marketing-studies.vn
Mcchctlicavicolngshi
lngcakhchhngl:
Lngnghekinkhchhngxemkha
cnhnocasnphmvdchvp
ngchockhngivimongi
cakhch.
BitcmnhncaKHivinhng
cgngcacngtyvmtsphng
ban,bphnhayccnhnvinbn
hng
24 hoangphuong@marketing-studies.vn
Quantrnghnl2giaiontiptheo:
Truytmnguynnhn
Tmnhngbinphpsngtohn
duytr,tngcngsthomnv
ccbinphpphngngavsacha
nhngkhuytimgyrasbtmn
haychalmvalngkhchhng.
25
26
SCR
Lg?
S
Spot
Thy
C
Correct
Sa
cha
R
Report
Boco
hoangphuong@marketing-studies.vn
NHNGNGUYNTCSNGTO
VCHNLADCHVCSKH
SngtovTngthmgitr
pngvtquaskvngcaKH
Cungcpslachntia.
Tomithunli.
C
nhtranhtrongvicDuytrvGiatngshi
lng.
Phihpngb.
27 hoangphuong@marketing-studies.vn
Nguyntcsngtovtngthmgitr
Thd:
NhhngSinhitngthmdchvchpnhtic
cichuynngaylnmngkhinchothckhchd
ticvngithnkhpnitrnthgiicth
chngkincnglc,tngqubnhchotremd
tic.
-ChtlngSPtnglntngthmhiuqusdngv
titkimphhn
-Baobgnnhe,phnvboqunhnghoc
tthn
-Cchthanhtontinlivantonhn
-Chmsckhchhngkhngnhtthitphilvtv
hnmltinhkhnvscsohn.
28 hoangphuong@marketing-studies.vn
NguyntcVISPACtptrungvo6yut
-Gitrtngthm(ValuePlus)
-Thngtin(Information)
-Tc(Speed)
-Gibn(Price)
-Chothm(Add-ons)
-Tinnghi(Convenience)

29 hoangphuong@marketing-studies.vn
Nguyntcsngtocn
chphthinranhngnhu
cutimncakhchhng.
Cthhcnmongimt
cigmilnamhcha
hnhdungc
ThdSonythnglnkhi
tungrasnphmWalkman
dophthincnhucu
cnthumnhvocivkn
ncringmnhnghe
nhcmkhngnhhng
nngikhc.Tiptc
ngynayvisnphmrobot
chi
30
Nguyntcpngvtquaskvng
cakhchhng
*ExpectationPlus/E+
Nhngdchvnocnhiuith
pdngthchngtrthnhmtchun
mcnhtnh
Nuchthomnvanhucuca
khchhng,tacthbphintrchv
nhngsxutnhkhc
Nucmtviiuvtquasmong
icakhchhng,hcthvquthch
thviumquninhngiu
chahilngnhnht
31 hoangphuong@marketing-studies.vn
Nhiuvdcthvcchchmsclinh
hotvnhanhchngnynh:
*Githipvhoamngsinhnhtil
*Thmhicckhchhngthencht
thngxuynvcbittrongccdpl
tthoctanglhayaum
*Chotrlihngnukhchmuakhng
hilng.
*Cmticnhimcy
phngtinvthmquynxl
nhanhnhngsckhikhchmuahays
dngsnphm
32 hoangphuong@marketing-studies.vn
Nguyntccungcpchokhchhngslachnti
a.
Hyxemvdvvickhchhngmuavnbuetvi
gikhcao.
Khicchnlatiakhchhngnghrngmnh
cchiuchunghn,vthomncnhngnhu
cuvcmuncnhn.
Khchhngcngimunchncicohn
ngikhc.
Khchhngcngimunccingikhcc.
HybyranhiuSP/DVhtchn.
Schnlacthbngstphcv.(DIY)
33 hoangphuong@marketing-studies.vn
Nguyntctomithunlichokhchhng.
Nnnhdnhsthunlivthuntincho
khchchkhngphichomnh(thdnhgi
gic,aimtipxc,cchthanhton,th
tc)
Tosthunlichokhchltntrngkhch
hng.
Tosthunlichokhchslmtnggitr
caSP/DV,lmtngtnhcnhtranh.
Phitmnhvtrcakhchhnghiu
rhcngvmung.
Hycmthngvikhchhng.
34 hoangphuong@marketing-studies.vn
NGUYNTCKISS
35
KEEPIT
SIMPLEAND
SPEEDY
Hykhin
mivic
ngin
&
Nhanh
chng!!!
hoangphuong@marketing-studies.vn
Nguyntccnhtranh
-Khchhngngycngkhtnhhn
nhngchcchnccithcachngta
cngphichungiuvlunkhai
thcnhngbtmncakhchhngi
vitalikoh.
Nhli:
Chiphduytrmtkhchhng<khchhngmi/liko1
khchhngctrv.
Trongcnhtranh,yutsngto,hyl
ngiutinlunccoitrng
36 hoangphuong@marketing-studies.vn
Nguyntcphihpngbh
thng:
Chmsckhchhngphillc
tnghpcatonbnhiubphn,
phngbanvcnhntrongcngty.Do
mivicnytrchnhimhay
phihpkhngngbtrongnib
cngtysphhngmicgngca
ngibnhnglngingu
tuynutipxctrctipvikhch
hng.
37 hoangphuong@marketing-studies.vn
BITP:
Chnlaccdchvchmsckhchhngtheotng
bcsau:
Bc1:Litknhucuhintivtimnca
khchhng/Phntchvxclpnhng th
t utinvmcthngxuyn
Bc2:LitknhngdchvCSKHcthcung
cp
Bc3:nhmcchunvdchvphhpvi
csvtchtvkhnngnhnvin
Bc4:Xcnhdchvminphhaythutin
(tonphnhoc1phn)
Bc5:Lpkhochthchin
38 hoangphuong@marketing-studies.vn
CCBINPHPDUYTRKHCHHNG
Xemkhchhng(nhtlccilcp1)nhl
nhngngicngtc(partner)
cnghnglibngccchngtrnhkhchhng
thnthit,culcbvinhngphnthngv
nhngiuvuithipliscngtclu
dicah.
39 hoangphuong@marketing-studies.vn
Cnhngcuckhuynmi
Cungcpthngtin,kinthcmi.
Hunluynoto
Htrhaythamgiagiiquytnhng
khkhn
Duytrckhchhngchtiunht
nh
40 hoangphuong@marketing-studies.vn
LMTHNOBNCHO
MTKHCHHNGMT
41 hoangphuong@marketing-studies.vn
42
Lchs
Tipcn
Giithch
Giita
Xcminh
Sacha
Ngnnga&sa
cha
Thnglngli
hoangphuong@marketing-studies.vn
Lmthnobnlichomt
khchhngmt.
Tmhiuthtklitrongdliukhchhnghiur
hnhocphthinnhnggtachabitvkhchhng.
Tipcnmtcchtrctiphocgintipnmbt
nhngvngmchayldokhinkhchhngkhng
cnmuata(Cthcnginhnvinbnhng
khc)
Theomtsnghincuthcn2/3khchhngct
tgiadchdoanhnghipvidoanhnghipvchtlng
cadchvcungngchkhngphivchtlngsn
phm
43 hoangphuong@marketing-studies.vn
Giithchrhntrongtrnghpkhch
hngthiuthngtin
Giitovngmcnukhchhnghiu
lm
Xcminhlinhngiukhchhngni
vnghcaccith
Ngnngavsachanhngkhuyt
imgyraskhnghilngnikhch
hng.
Thnglnglivinhngnghmi
datrnnhnguthcnhtranhcata
vcgnghnchnhngnhngb
nhcthkhinkhchhngihihn.
44 hoangphuong@marketing-studies.vn
THITLPCHUNMCCSKH-
CHONVBH
45 hoangphuong@marketing-studies.vn
Cchthitlpnhngchunmcchm
sckhchhngchonhnvinbnhng.
Nhnvinbnhnglngingtintuyntip
xcthngxuynvikhchhng.
Khchhngscmnhnvnhgihnhnhvgi
trcacngtythngquacchchmsckhchhng
cangibnhng.
Do,cngtyvtpthcaccibnhngphi
xydngnnmtschunmcnhtnhvthi
,hnhvivtcphongcnhncangibnhng
khigiaotipvikhchhng.
46 hoangphuong@marketing-studies.vn
Nhngchunmcnyphitngichititvc
nhngctmcgiihnphnnhvnhgi.
Theomtscngtythnhngchunmcnycn
nurnguyntc,nhngiunnlmvnhng
iukhngnncanhngthivhnhvicth
chkhngphilnhngnguynlocchung
chung.
Vicrachunmcnntheo3bc:
*Gptpth
*Chn1banbintpli
*Gpvbiuquytcamktthchin
47 hoangphuong@marketing-studies.vn
THITLPHTHNGCSKH
48 hoangphuong@marketing-studies.vn
Cchthitlpmththngchm
sckhchhng.
Chmsckhchhngkhngthchl
nhngcgngringlcatngcnhn
mihisphihpngbctnh
cchhthngcatoncngty.
Nguyntcthitlphthngchmsc
khchhngcnhiucngtypdng
hinnaydatrncngthcthitlp
chuichtlng(ValueChain)gmc7
yut(vitttca7chtingAnhl
CASCADE
49 hoangphuong@marketing-studies.vn
Commitment-Camkt
Abilities-Khnng
Standard-Chunmc
Communication-Traoithngtin/giaotip
Attention-Quantm/Ch
Detail-Chitit
Excellent-Xutsc
50
CASCADE
SP& Dch v
cht lng cao
Tho mn
Khch hng
Ton din
hoangphuong@marketing-studies.vn
LAM THE NAD E THIET LAP MDT HE
THDNG CHAM SDC K.H THAT TDT
1. Cam ket cua lanb dao ,cac cap dIeu banb & nban
vIen
2. TbIet lap co cau to cbuc va tIeu cbuan tuyen
dung nban vIen
S. Xay dung cac cbuan muc ve cbam soc kbacb
bang
4. TbIet lap be tbong danb gIa noI bo va dong vIen
kben tbuong
5. TbI tay ngbe cbam soc kbacb bang
S. Tbam do su baI long cua kbacb bang gua mot
cuoc ngbIen cuu lIen tuc gua nbIeu nam
7. Lanb dao neu guong
51 hoangphuong@marketing-studies.vn
Camkt-Commitment:
Chmsckhchhngkhngphichl
phnviccanhnvinbnhnghoc
nhnvincpi.
Cccplnhophiccamktv
quyttmcaovchrakhochv
quyttmthchinnhnghnhngc
thnhmtnggiashilngcakhch
hng.
Lnhophilmthnothuht
ttcmingithctmcamktthc
hinthnhcngccchngtrnhchm
sckhchhng
52 hoangphuong@marketing-studies.vn
Khnng-Abilities
Khngthlmttcngvicchmsc
khchhngnucnthiunhngquitrnh
cngtc,trangthitbvknngcac
nhn.
Dovicnngcaonnglcsbaogm:
Xemxtvsainhngquitrnhcngtc
chophhpvinhngbinphpchmsc
khchhngmi.
Cungcptrangthitb
Hunluynknng(giaotip,tipth,
thngphm,kthut)
53 hoangphuong@marketing-studies.vn
ChunmcStandard
Chunmclmcthhinphitn
mttrnhchuynnghipmkhchhngcth
quanstchococc
Thd:chunmcSCHcadchvraxe
Shellcnghilkhchhngcthly1chickhn
trngdotimcungcpqutvobtcniu
trn1chicxeranhmkimtra.Nucnd,xe
phirali
Chunmckhngthlmtnhmc
lunlunphitcchkhngphilmtci
chchabaogivnti.
Cnthittchccccucthitaynghvchm
sckhchhng
54 hoangphuong@marketing-studies.vn
Traoithngtin/giaotip-
Communication
*Thngt2chiulchikhocavic
thitlpquanhbnvngvikhch
hng.
*Doanhnghiplngnghecchhngv
ckincanhnvinmnh
*Thitlpmththngtipnhn,gii
quytvphnhinhngthcmc,
khiuni,thanphincakhchhng
thnochochqu.
55 hoangphuong@marketing-studies.vn
*Nhngsvdokhchhngphnnhphicghi
nhn,kpthixcminh,truytmnguynnhn,sa
chanuckhimkhuyt,giithchvgiiquyt
thong.
*Thngkvphntchyccsvicvracc
binphpsasaivphngnga
56
Quantm/Chy-Attention
*Lunlunphitrathaquan
tm
ntngcnhnkhchhngvh
thngchmsckhchhngcadoanh
nghip.
*Thitipnnhtnho,thvi
yucuchnhngcakhchhng,xem
khchhngl1conscamngs
lmmtdnkhchhng.

57 hoangphuong@marketing-studies.vn
*Nhngchunmc,chnhschchmsc
khchhngctranhngkhngn
c,citinschngcntcdngmcn
gythmbtmn(Thdshaythngth
gpbamybuvkhngcphcpli
chokhchhng)
Quantmchnsngvinvkhen
thngngilmttcnctheosphn
nhcakhchhngvcccuckimtra
thngxuyn

58 hoangphuong@marketing-studies.vn
ChititDetail
*Vicchmsckhchhngthhin
bngnhngchititrtnh.
Thd:nhmtthnthin,xngh
ngmc,ncitrnmi,chokhch
hngthyrquitrnhvnhmcthi
gianlmvic.
*Nnnhrngcngchnhvnhngchi
titrtnhmgyrabtmn
*NhvynhngchunmcvCSKH
khngthchungchungmcnthtchi
titphhpvitngtnhhungcth
tinliu
59 hoangphuong@marketing-studies.vn
XutscExcellent
*Khiquyttmlmthphilmthtxutsc,
khnglmnavi.
*Thtsnutalmtheocngthc7BC
CASCADE,nudquaccbcCAMKT,tptrung
KHNNG,raCHUNMC,TRAOI
THNGTIN,QUANTM,CHITIT,cuicngtas
ttischmsccchtlngXUTSC.
Ghich:
Victhchinquanimchmsckhchhng
hinnaythhinstnghpcartnhiutng
vnguynlmarketinghini,quntrhc,bn
hng,TQM,Benchmarking,ISO9000:2000
60 hoangphuong@marketing-studies.vn
NHNGBQUYTCHMSC
KHCHHNG
61 hoangphuong@marketing-studies.vn
NHNGBQUYETCHAMSOCKHACH
HANGTRONGTIENTRNHBANHANG
1.Khigiaotip
2.Khitraoithngtin
3. Khithnglng
4.Khithchintcnghipbnhng
5.Saukhibn
6.Khitipnhnvgiiquytnhngkhiuni
7.Cchotngduytrquanhthng
xuynvikhchhng
62 hoangphuong@marketing-studies.vn
Thitipxcbanuvikhch
hngrtquantrng
63 hoangphuong@marketing-studies.vn
1.Khigiaotiep
Cchxnghlchsvchnhxc
Thitipxcbanu-3cutraoiu
tin.
Hybitlngnghe.
Hybiulscmthng.
Tcphongncnvnhanhl.
Bitspxpcccucgiaotiptheotht
utincakhchn,tmquantrngv
mckhntrng.
64 hoangphuong@marketing-studies.vn
2-Khitraooithongtin
Nnnhtalngicbnphncungcp
thngtinchokhchhng.
Khngcquyntchicungcpthngtin
ngoitrnhngthngtinmthaybquyt
nghnghip.
Mcduphininhiuln,giithchnhiu
lnnhngkhngthkhnglm.
Khngthchkhchhnglngichm
hiu.
Nnnhkhchhngcthbitthngtin
rinhngvncnhilitmlymts
xcnhn.
65 hoangphuong@marketing-studies.vn
Thngtincthcungcpqua:
Niming
NimytVnbn,thngbo
Th
Tbm
Bchchngqungco
Bngcassette,bngvideo
Email
Website
ngdynng
66 hoangphuong@marketing-studies.vn
3.Khithnglng
Tchringconngirakhivn
Tptrungvoquynlichkhngphil
lptrng
Nghraphngnhaibncngcli
Kinquytbovnhngnguyntc
khchquan
67 hoangphuong@marketing-studies.vn
4-KbI tbuc bIen tac ngbIep
ban bang
Hynichokhchhngbithcligkhimua
hngcata,chnhliuhhngth.
WIIFM-(WhatsInItforMe)
emlichoKHnhngSPvdchvkhc
HaitrongMt-Onselling:banthuctrsutngbnh
xt
Bnnngcp-Upselling:Khuynkhchkhchhngmua
hngcaocphnvnxngngngtin
Tntrngvlngnghequanimcakhchhng.
HyhccchkhngbaoginiKHNG
68 hoangphuong@marketing-studies.vn
5.Sau kbI ban
Cmnmtlnna
Lmkhchthoimivhtthcmclcra
v
Hngdnphach,sdng,lpt
Chdnthmngunthngtinnukhchcn
Baogittiuchunantonvmthut
Thutinchnhxcvlchs
Ticivcmnlnna.
69 hoangphuong@marketing-studies.vn
Khitipnhnvgiiquytnhngkhiu
ni
70 hoangphuong@marketing-studies.vn
Tnhhung
Ngi khch gh vo xng sa cha xe
hi ca bn nhn xe theo ng lch
giao hn, nhng chic xe ca ng vn
cha sa xong. ng ta bt u bc mnh.
Vy bn nn lm g lc ny?
71 hoangphuong@marketing-studies.vn
Kthutgiiquyt
Bc 1: Xin li vi mt s thu hiu su
sc
Bc 2: Nhn trch nhim
Bc 3: iu chnh sai lm ngay tc khc
Bc 4: C c s ng ca khch
hng
72 hoangphuong@marketing-studies.vn
Ti xin li, tha ng - vic khng giao
xe ng hn chc hn gy ra cho ng
khng t phin toi. Ti ly t cch c
nhn m bo rng chic xe ca ng s
sa xong sau 20 pht na. Khng bit
nh vy c c khng?
73 hoangphuong@marketing-studies.vn
Bc 5: Nhng n p thch hp
Bc 6: Theo st
74 hoangphuong@marketing-studies.vn
Xng c sai st khng giao kp xe
cho ng vo gi hn, do chng ti xin
php thay du xe min ph cho ng nh
mt li xin li gi ti ng.
75 hoangphuong@marketing-studies.vn
HyK.Hnivbiulcmxccah.
Thitipxcbanuvikhchhngn
khiunirtquantrng.(3cutraoidu
tin)
Hynghxemhmungvlmcchnogiph
Hykhuynkhchhni
Tixinnghe,xinvuilnggiithchthm
76 hoangphuong@marketing-studies.vn
Thucmvihoncnhcah
Tihiu,nuvotrnghpticngsrtbc
mnh
Biulthithianglngngheca
bn.
Sdngnhmt,ntmt,gtu
Ni:Vng-d-tihiu
77 hoangphuong@marketing-studies.vn
ngxemnhnglikhiunilnhm
vocnhnbn.
Khchhngcphpbiulcmxcbt
bnhhaygind
Hyhbiulcmxcgiitadn
nn.
ngchnnganghocnilhcnbnh
tnh
78 hoangphuong@marketing-studies.vn
Hykimtravtngktlithngtin.
Xcnhlinhngchitit
Ghilinhngthngtin,ghivostheoqui
trnh.
Chuynbocotichcnthit
Phnhinhanhnucth
79 hoangphuong@marketing-studies.vn
Thathunvnhnghnhngphilm
thayvtranhcihaybtbtngcuch
hayxoysuvonhngiukmhiubit
caK.H.
Chngaranghnucth.
Nuchacthgiiquytngay,thothunvih
lcnosthngboli
Giiquyttrong1thigiannhtnh.
nghanhiu,hylmnhiuhn.
80 hoangphuong@marketing-studies.vn
CMNCCBN
81 hoangphuong@marketing-studies.vn