Nghip v chm sc khch hng Th ba, 18 Thng 11 2008 09:23

Kch hot khch hng "Ngh thut kinh doanh l khch hng lun lun ng". Hu ht mi ngi khng dnh thi gian cho vic khi phc nhng i tng khch hng im hi, lng ting. tht s l mt sai lm ln. Chng ta c xu hng phng i vn m chng ta gp phi, m khng bit rng, i khi ch mt vic xin li n gin, thi cu th v a ra quyt tm ci thin hot ng cng c th khin nhng khch hng tng c n tng khng tt quay tr li vi doanh nghip. L do lm khch hng im hi, lng ting: H gp phi vn trong giao dch. H khng cn sn phm hoc dch v ca bn na. H ngh l doanh nghip bn s khng th p ng c nhng g h cn H qu bn v qun bn.

Do xa mt cch lng, nn vic duy tr tip xc c ngha cc k quan trng khch hng nh n bn v quay tr li vi bn khi h c nhu cu v sn phm/dch v no m bn cung cp. Tuy nhin, cng c nhng i tng khch hng xu (tnh chung, chim khong 5 - 10% tng s khch hng) m bn cn loi b vnh vin, bi nhng ngi ny gn nh khng bao gi c th em li iu g tt p cho doanh nghip bn. Lp danh sch cc khch hng mc tiu: R sot ton b c s khch hng a ra danh sch nhng khch hng c giao dch vi doanh nghip trong qu kh, nhng xem ra khng cn mua sn phm/dch v ca bn na. Sau , loi b nhng i tng m bn khng c nhu cu khi phc. Bc tip theo, phn loi cc i tng cn li theo cc thng s: Khng bit ti sao h khng mua sn phm/dch v ca doanh nghip na. c vn trong giao dch trc y, song bn cho rng, vic ny c th khc phc c. c vn nhng bn khng gii quyt v bn vn mun khch hng quay tr li. Xc nh khch hng s chi bao nhiu tin khi giao dch vi bn. Thi gian mua ln gn y nht (trc ht, bn nn tp trung vo nhng khch hng giao dch gn y hn).

Bin php kch hot: 1. Nhn bit ci khch hng mun Trc khi tip xc vi nhng khch hng im hi, lng ting do bt bnh, iu quan trng l bn cn dnh cht thi gian tm hiu v h, phn tch l do ca vic khng tip tc hin din. Bn cn chun b v lng trc phn ng ca h khi tip xc. Cc khch hng bt bnh c nhng nhu cu nht nh cn c p ng trc khi h c th quay li vi bn. Di y l nhng vn bn cn xem xt trc khi lin lc vi h:

H mun c quan tm v tn trng. H mun bn x s ng. H mun c nghe v lnh hi nhng g bn ni. H mun m bo rng vn trc s khng ti din. H mun bn hiu vn v hiu l do ti sao h bc mnh vi vn .

2. Tip xc Bc tip theo l lin lc vi nhng khch hng . C th, bn gi in thoi cho h v ngh gp g. Bn nn m bo vi h rng, h l khch hng c trn trng v bn mun bit liu c ci g ngng tr giao dch gia h vi doanh nghip bn hay khng. Bn cn giao tip mt cch tht s chn tnh v ci m. Nu khch hng gp phi vn trong ln giao dch trc vi doanh nghip, bt lun c phi l li ca bn hay khng, bn cn xoa du s bt bnh ca khch hng bng cch a ra chit khu nht nh trong ln giao dch tip theo ca khch hng

Chm sc khch hng l g? Thut ng "chm sc khch hng" thng c hiu mt cch khng y l s cho n nhit tnh i vi khch hng ca cc nhn vin bn hng. Tuy nhin tip xc vi khch hng ch l mt phn trong chin lc chm sc khch hng ca doanh nghip. 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 (DN). Khch hng ngy nay l nhng con ngi y i hi, mun c i x nh nhn, c tn trng v c nghe nhng li cm n chn thnh. Nhng iu m khch hng cn hi khi mua sn phm dch v l rt nhiu v gn nh v tn. V vy, 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 Cc - Yu t con ngi. yu yu t t sn thun phm. tin.

Yu t no l quan trng nht? Trn mt phng din no , iu ny ph thuc vo tng tnh hung. Tuy nhin, mt iu khin nhin rng nu sn phm c bn rng ri

trn th trng vi cng mt mc gi, cng mt cht lng dch v, yu t con ngi tr nn rt quan trng. Khi khch hng s chn sn phm no m khi n mua khch hng c cho n nim n, n cn, chu o tc l khch hng s chn sn phm no c cng tc chm sc khch hng tt hn. C th nhn thy iu m 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. Tt c nhng n ci thn thin v nhng li cho mi lch s khng th b p cho nhng sn phm khng ng tin cy hay nhng dch v khng t tiu chun. 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. Cn g tr thnh mt nhn vin chm sc khch hng gii?

Mt nhn vin chm sc khch hng ngoi nhng yu t quyt nh phn ln thnh cng trong ngh nh tnh cch, s thch v kh nng chm sc khch hng, ngi lm ngh ny cn thit phi c kh nng giao tip tt, k nng s dng my vi tnh, bit ngoi ng (nu khch hng l ngi nc ngoi). Tnh tnh nh nhng, kho lo, kin tr, nhn ni, im tnh v quan trng l phi c nim am m v s kho lo trong giao tip vi khch hng. H thng chm sc khch hng hin i (Call Center hay Contact Center) l khu vc ngp trong cc d liu, bao gm thng tin ca khch hng (c tng hp t cc cuc in thoi, email, fax), cc thng tin v t hng, ha n, chi tit s dng dch v v mua hng H thng Contact Center mi c xy dng trn nn cng ngh IP cn tch hp tt c cc phn mm qun l lin quan ca mi DN, c th tr gip chm sc khch hng nh: CRM, ERP... Mt call agent (nhn vin chm sc khch hng trong h thng Call Center v Contact Center) c th ngi trong khu vc ngp trn d liu , v tr li khch hng bt c thng tin g h cn, qua in thoi, qua email, qua fax, qua text chat, hay thm ch l voice chat, truyn hnh di ng... iu quan trng l sau , tt c u c h thng lu gi, nh gi, phn tch v xut ra bo co tng kt.