quản trị khách hàng

7/30/2019 qun tr khch hng

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TRNG I HC KINH T TP.HCM

Khoa: Ton Thng k

Mn hc: Giao tip kinh doanh

--------

TIU LUN GIAO TIP KINH DOANH

ti: Giao tip vi khch hng

Gio vin hng dn: Thy Nguyn Hu Nhun

Sinh vin thc hin: inh Thc

Nguyn Danh c

inh Th L Hng

Nguyn c Lnh

o Th Hiu

Hunh Dip M Chi

Lp: TF01

TP.H Ch Minh - 2012


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Knng giao tip kinh doanh Trang 2

LI NI U

C nhng mn hng khi t ca hng ny khng bn c nhng khi mang

n ca hng khc li bn rt chy v t gi. Vn l cc sn phm ny c bnnh thno, trong ca hng nh th no sao cho gy n tng thm m, ngoi cm

gic c gi trcao i vi khch hng. Theo chng ta thy mi ngi khch hng ai

cng mong mun c s nim n, n cn, chu o. Khng ch ting tm v nhng sn

phm dch v ca ca hng, m mt phn quan trng gp nn uy tn ca hng

chnh l cch thit lp mi quan h thn thin v to dng quan h di lu vi khch

hng. N kt tinh vo sn phm, mt sn phm cha hon thin, do vy phn cn li

chnh l nhvo cng c giao tip ca nhng nhn vin. Nh vy, hlm nh th

no, bng phng php g, p dng nhng nguyn tc giao tip ra sao bit cch p

ng nhu cu ca khch hng th hin tnh sng to, nng ng to ra cc gi tr

mi, mt c tnh vn c ca cc nhn vin qun tr cc cp ngy nay. V ngay sau

y chng ta cng phn tch phng php giao tip vi khch hng ca nhn vin

qun tr cc cp.


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Mc lc

Phn I: Giao tip ng xvi khch hng...41. Tm quan trng ca vic giao tip vi khch hng..4

2. Cc du hiu ca quan h vi khch hng...63. Mt s cch ng x vi cc loi khch hng khc nhau..64. Nhng bin php xy dng mi quan h vi khch hng9

Phn II: Nhm khch hng v cc hnh thc giao tipvi khch hng .........101.Cc nhm khch hng .102.Mt sk nng thu phc s cho thun ca khch hng13

Phn III: Nhng nguyn tc thc hin giao tip

v mt s yu t ngoi ngn ng .131. Nhng nguyn tc thc hin giao tip132. Mt s yu t ngoi ngn ng22

Phn IV: Cch giao tip vi khch hng kh tnh nhtv bin php gii quyt261.Cch giao tip vi khch hng kh tnh nht..262. Bin php gii quyt ...263. Nhng sai lm nn tranh27

Phn V: Nhng iu cn trnh trong giao tipvi khch hng ..28

Phn VI: Nhng iu cn chun b khi tip xcvi khch hng ..30

Phn VII: Nhng iu cn bit khi giao tipvi khch hng nc ngoi ..321.ng x giao tip thng thng trong giao tip quc t..322.Mt slu khi giao tip vi khch nc ngoi35

Phn VIII: Nhng iu cn bit khi c khch hngmi i chiu i.37

Phn IX: Kinh nghim v knng giao tip vi nhngkhch hng khng hi lng ..38

Phn X: By li khuyn khi giao tip vi khch hng..39


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I. GIAO TIPNGXVI KHCH HNG1. Tm quan trng ca vic giao tip vi khch hng:

T khi Vit Nam tin hnh cng cuc i mi, chuyn nn kinh t k hoch

ha tp trung sang nn kinh t thtrng v s kin Vit Nam gia nhpT chc

Thng mi th gii (WTO) th nhiu lnh vc nh Ngn hng,bu chnh, vin

thng khng cn v thc quyn. Trc y khi VNPT l doanh nghip cung

cp dch vbu chnh vin thng duy nht Vit Nam, t duy mt mnh mt ch

vn cn tn ti mt s b phn doanh nghip,CBCNV trong ngnh nh:

Thtrng l ca ngi bn, khch hng ch c mt ni duy nhtmua, v vy khch hng phi l thuc vo ngi bn.

Ngi bn c quyn quyt nh tt c t gi c, slng, chtlng,thi gian.

Thi phc v knh kiu, khng coi trng khch hng.Chnh nhng t duy v thi trn (thc ra ch th hin mt b phnnh

doanh nghip v CBCNV ca ngnh) gy ra nhng lung d lun x hi,nhng

nh kin khng tt, phin din v cc cn b BCVT nh cho rng ngi lm BCVT

cng vic th nhn h m thu nhp th cao, li cn ca quyn, hch dch, coi thng

khch hng. Cng vi xu hng pht trin tt yu ca cch thtrng, ca xu hng

hi nhp, hin nay, c rt nhiu t chc, doanh nghip cng tham gia vo hot ng

kinh doanh BCVT (Viettel, SPT, Hanoi Telecom, EVN Telecom, FPT).ng ngha

vi iu ny l cc quan nim s b thay iThtrng l ca ngi mua (khch

hng), quyn quyt nh l ca khch hng, ch khng phi l ca nh cung cp dchv. Nu thi phc v ca nhn vin hch dch, chtlng dch v khng tt, chnh

sch chm sc khch hng kmkhch hng s la chn dch v ca nh cung cp

khc tt hn thay v s dng dch v ca VNPT.Nh vy, th phn, doanh thu ca

VNPT s b gim st, nh hng trc tip n uy tn, thng hiu ca VNPT.


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vt qua nhng kh khn thch thc trn, i hi tt c cc thnh vin

trong VNPT (Ban lnh o, i ng cn b k thut, cn b kinh doanh, giao dch,

cng nhn, nhn vin, bo v) phi c cch nhn nhn v hnh ng mi trong t

duy kinh doanh, phc v khch hng, phi xy dng v duy tr c mt phong cchgiao tip chuyn nghip, lch s, mang m phong cch caVNPT.

Nh vy, c th kt lun rng vic giao tip vi khch hng l rt quan trng,

em li rt nhiu thnh cng trong kinh doanh, n lm hin thc ha nhng n lc

trn ccphng din kinh doanh ca doanh nghip. Quan nim ny phi c th

hin trn cc nguyn tc:

Khch hng phi c t v tr trung tm trong ton b hot ngsnxut kinh doanh ca doanh nghip;

V doanh nghip phi hng ton b n lc ca mnh vo vic c gngtha mn n mc tt nht mi nhu cu ca khch hng.

xy dng tt mi quan h vi khch hng, cn phi ch n cc quan

im sau:

- Coi trng khch hng, ly mc tiu lm cho khch hng hi lng phn

u.- Khch hng ai cng quan trng (chng ta kinh doanh cng ch nhm cho

h mua tht nhiu hng, thi kin ca khch hng ng nhin l quan trng)

- Khch hng lun lun ng. Khch hng c th sai nhng chng ta khng

c vch ra ci sai ca h. Phi nh nhng phn tch nhng im changkhch

hng v quan trng hn c l hy lun gi th din cho khch hng. Mt khch hng

b chng ta vch ra ci sai s b mt m khng bao gin vi chng ta na. Hy

thng khch hng bng tnh chng nn thng h bng l.- Khch hng mang n hun cho chng ta ch khng phi chng tamang

n hun cho h.

- V khch hng (c hin ti v tng lai ca khch hng khi h chn

muahng ca bn);


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xy dng tt mi quan h vi khch hng, cn phi lu n ccbcsau:

Nhtn tui v a ch ca hemn cho h cm gic c quantm.

Gy n tng vi h v s chu o v nghim tc ca bn trongcngvic.

cao tm quan trng ca h, t h vo mt v tr rt tch cc. Nhc cho h bit rng h lun c l v bn lun sn sang mun tip

tc phc v h tt hn.

2. Cc du hiu v quan h vi khch hng:y l iu u tin v mang tnh thng xuyn m bt cngi no c trch

nhim trong quan h giao dch vi khch hng cn phi bng cc bin php iu tra

khc nhau bit r v thi ca khch hng c nh hng nh th no i vi hot

ng ca doanh nghip trnphng din giao dch. Cc tiu ch ra iu tra nh:

- Slng khch hng n giao dch.

- S ln khch hng khiu ni hay hy b hp ng.

- Tnh hnh tngtrng doanh thu.- Tnh hnh thng tin phn hi t b phn trc tip thc hin hp ng

vikhch hng hay t b phn bo hnh, hu mi.

- Slng cc khch hng quen hay cc khch hng ln ca doanhnghip.

- Slng giao dch trn thc t vi slng cc giao dch in kt

qumong mun.

- Thi gian thc hin cc giao dch tng ttng ln hay gim i.

3. Mt s cch ng xvi cc loi khch hng khc nhau:3.1 Vi nhng khch hng t ni:

Nhng khch hng loi ny buc bn phi c t nhiu cng phu tm hiu

mun ch thc ca h khi n vi doanh nghip. Tuy nhin shng hi qu, nhiu

khi li khng h thch hp vi loi khch hng ny. C th h mun t mnh rt ra kt

lun hn l b ging gii hay mi cho, h cm thy mnh b theo di, hay kh x nu

c bn chm sc k qu. Bn c th quan st h mt cch kn o, nhn nh s


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thch hoc c im no ca h m tung ra nhng thm d trc tip hay gin tip

nhm vo h. Bn phi kin tr chi cho nkhi khch hng ni vo vn hay t

ra c phn ng r rng vi vn m bn va nu ra, ri hy tip sang vn

hoc sang gi khc. Bn cng khng cn ni qu nhiu, vi khch hng loi ny nnkim li nh chnh hnhng l cc li ni phi ht sc trng lng, khi gi v thc

y h.

3.2 Vi nhng khch hng ni nhiu

Ngc li vi i tng khch hng t ni, gp loi khch hng ny, chng ta

phi kin tr lng nghe h trnh by vn , trnh ct ngang t ngt, trnh kch ng

h ni nhiu, ni xa ti, cng kho lo la chn thi im thch hp chen vo

cu ni ko khch hng trli vn hai bn cng quan tm.

3.3 Vi nhng khch hng lnh nht

Tip xc vi khch hng loi ny bao gicng l mt s th thch ivi bn,

mc ch l phi hon thnh cng vic v n m bn n gp h v phi c giao tip

vi h. S lnh nht nh bc tng, nh go nc lnh di vo shng hi ca bn

khi mibc chn n gp h. iu quan trng l khngc nn thng qua nhng

c ch, hnh ng v li ni lm iphng c thcm nhn c d ch l cht t.

3.4 Vi nhng khch hng e d

H l nhng ngi thn trng, hoc v nhng l do tm l, hoc do qu cao

mi trng hon cnhTo ra mi trng thn thin ci ml rt quan trng, cho h

cm gic h sn sang c tha mn nhng vn ca h khi n vi bn. Kin nhnlng nghe v gii thch cho khch hng mt cch l, khuyn khch, hng dn

h t khm ph ra nhng iu th v khi tip xc vi bn hay vi sn phm.

3.5 Vi nhng khch hng tcao ti:

Trong giao tip vi nhng khch hng mi v ngay c vi khch hng truyn

thng, bn s lun gp phi nhng khch hng thuc loi ny. i tng khch hng

ny tht ra khng gy kh khn g c bit cho bn lm. Hy cho h ni ht, ph


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din ht tt c nhng g gi l hay ho, b trn ca h, mt cch t nh v d dm bn

c th theo h. S tha hip l cn thit c thn mc tiu chung bn hy

hay to iu kin cho h ni ra trong mt trng thi c bn lm h tho mn cao

v thi t cao ti. Bn hy nhrng khi n vi bn khch hng cn cn phi ctha mn v s thng li tinh thn na in quyt nh c hp tc hay mua sn

phm ca cng ty bn hay khng.

3.6 Vi nhng khch hng l nhng ngi hiu bit:

C th tm hiu rng h l nhng ngi rt thng tho v l thuyt cngnh

thc t ca vn c th hay lnh vc ang lm vic vi bn v h c trnh trn

hn bn. S thng thn, cu th, chn thc, sng phng l nhng cha kha ring l

bn mtng cnh ca khi mun thnh cng trong giao tip vi h.

3.7 Vi nhng khch hng ng bng:

Loi khch hng ny thng t gp vi t cch l ngi i din c lp cho

mt i tc, nhng c th gp trong mt nhm i din. H c th lun thayi trng

thi, phn ng ca mnh.gy cho bn mt cm gic kh nm bt vi chnh bn.

Nguyn tc khch hng l thng , khch hng lun ng s lm bn bng hon

ton hay khin bn c th lm mt lng nhng v khch khc trong nhm. Phng

chm s th l hy coi h l N hong bn c chi nhn nhng, coi nh ha v

hi hc ha theo cch c th chp nhn c ivi mi ngi trc nhng thay i.

Nu h l ngi mua hng, vn tht n gin, bi v khi bn ch cn h th l

ht nhng g khng hi lng, v bng mt cu ni ng vin hay khen ngi d dm h

s khng b bn m khng mua g.

3.8 Vi nhng khch hng hay phn nn, ch bai:

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. Vic cn thit v l nhim v ca bn

l phi lng nghe, cm n v tm cch khc phc thiu st ngay sau nu c th.

Khng phi bao gikhch hng cngng, v bao gicng c phm cht ca mt

Thng , hay N hong.Nhng h ch khng ai khc mi c themn cho bn


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nhng ngun li nhun, v chnh l ci bn cn tn ti. S phn nn ca h

khng phi bao gicng tha ng,nhng chc chn c l do ca n. Khi khch phn

nn, bn khng nn t ra nn nng nghe cho qua chuyn, cng khng nn quan trng

ha s c, hoc khng nn tm ngay nhng ngi c trch nhim c th v vic nghe thay bn. H phn nn vi bn, cho d bn khng phi l ngi gy ra hay c

trch nhim chnh nhng ch t h thy cn phi ni, v thy bn l ngi xng ng

nghe h phn nn. Bng c ch, nh mt, ging ni bn tip thu li phn nn nh

l bn l ngi hiu h, ng v pha h bit li phn n cha hon ho thnh

nhng li gp chn tnh mt cch hon ho. Khng nn phn i khch hng m

kho lo chuyn sang mt kha cnh khc, ng thi lun c cch a ra nhng

ngh mi hp l hp tnh cho c hai bn.

4. Nhng bin php xy dng mi quan h vi khch hngC nhiu bin php xy dng mi quan h vi khch hng hin thc v

khch hng tim nng. Nhng bin php thng c s dng l:

4.1 Hi nghkhch hng:

Hi ngh khch hng phi c mt cc khch hng ln, cc bn hng quan trng.

Trong hi ngh khch hng cng ty phi c cc ni dung gi khchhng ni vu

v nhc im ca sn phm, nhng thc mc trong mua bn,nhng thiu st trong

quan h giao dch mua bn ca cng ty (k c cn b ca cng ty), yu cu ca h

v sn phm v nhu cu trong thi gian ti cng tronghi ngh ny, cng ty cng b

cc d n v cc chnh sch ca mnh

Trong hi ngh, cng ty cn cp ti cc chnh sch, cc biu hin vi m tc

ng ti qu trnh kinh doanh, kin ca khch hng c ngha to ln i vi quanh ca cng ty vi cp trn.

4.2 Hi tho:

Khc vi hi ngh khch hng, hi tho ch cp ti mt hoc vi kha cnh

ca kinh doanh. V dnh: hi tho v khnng xm nhp thtrng casn phm,

v gi c, qung coThnh vin ca cc hi tho khng phi ch c cc bn hng

ln. Thng qua hi tho tngcng, li ko cng chng i vi hng ha ca


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mnh. Cn khai thc trit ccphng tin thng tin i chng qung co khuch

trng cc kt qu ca hi ngh khch hng v ca cccuc hi tho.

4.3 Tng qu:ycng l bin php ca cc nh kinh doanh hay lm. Tuy nhin n khng

phi l bin php ph bin. Ty theo cc iu kin c th m cng ty quyt nh tng

ai, vo lc no v slng ra sao. Nhn chung cc khch hng ln l nhng ngi cn

tng. Qu c th l sn phm s bn hoc mt loi sn phm no ca doanh nghip.

Nu gi qu khng phi l sn phm ca doanh nghip th trong gi phi c

hnh nh ca sn phm s bn hoc biu trng ca cng ty

4.4 Hot ng htrbn hng

H trbn hng l mt hot ng rt quan trng ca Marketing. Hotng h

trbn hng c thng qua vic s dng hot ng ca cc hip hikinh doanh, ca

hng gii thiu sn phm, hi ch

II. NHM KHCH HNG V CC HNH THC GIAO TIPVI KHCH HNG:

1. Nhm khch hng:Vi nhng nh qun tr dcp bc cao hay thp, hu phi tip xc vi

nhiu loi khch hng khc nhau. Phi cn c vo tng khch hng p dng

nhng hnh thc giao tip khc nhau v s dng nhng knng giao dch c ththnh cng. Vy lm thno c th giao tip tt vi cc khch hng, t c

mc ch m mnh mong i ? chnh l phi cn c vo tng nhm khch hng

v cc hnh thc giao tip vi khch hng. Gm nhng nhm sau :


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Khch hng thin chC nhiu khch hng c thi rt thin ch, giao tip vi h rt d dng,

nhng cn phi ch ng ch gi ly tnh cm m qun ht mc ch giao lu

v phc v khch hng.

Khch hng t liGp phi khch hng t ni, bn nn sm tm hiu yu cu v mun ca h,

vi nhng khch hng ny, nu bn c th ni ng yu cu v mun ca h,

cng c th h s trnn t nhin v thng thn.

Khch hng ni nhiuGp phi nhng khch hng ny th bn phi lng nghe, hu kh nghe. vi

nhng ngi thch ni, h khng chu c khi b ngi khc ngt li. Lc ny,

nhn vin marketing c th thng qua vic a ra nhng cu hi ngn gn v chnh

xc hoc nhng cu tr li sng sut chuyn hng ch sang mc ch ca

bn.

Khch hng vi vThng thng, nhng khch hng vi v khng c thi gian hoc h ch t ra

v mt nh th. iu ny khng h g, ci quan trng l bn phi bit giao tip vi

h mt cch nhanh nht c th li dng s vi v ca h. V vi nhng ngi

hay vi v th sau khi tm hiu h li c th ra quyt nh nhanh chng.

Khch hng lun cho mnh l ngVi nhng khch hng lun coi mnh l ng, thc ra h t khi c c ,

nhng tht ng tic l ngy nay c nhiu khch hng tht s hiu bit nhiu hn so

vi nhng nhn vin marketing. Gp phi nhng khch hng ny, nhn vin

marketing trong moi trng hp u khng thng lp trng phn i chng


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li h m nn giao tip vi h mt cch lch s, k c lc rt kh lm c iu

ny.

Khch hng chn chVi nhng khch hng chn ch, bn khng nn thc gic g, ch cn pht

hin h c mt cht tin cy vo bn, bn nn nm bt ly c hi ny nhn mnh

danh ting tt p ca cng ty v nhng tnh nng tt nht ca sn phm.

Khch hng v l

ng mt bnh tnh trc mt nhng khch hng v l, bn nn githi hu ho, tt nhin cng khng c "thp c b hng" vi h. Qua s c gng ca

bn, s giao tip kh chu ban u thng thng c th s trnn d chu hn. V

khch hng s pht hin ra rng, nhng ngi bit gi lch s c th mang li nim

vui cho chnh mnh.

Khch hng lun c thi ph bnhKhch hng lun c thi ph bnh vn c th l khch hng tt. Mi khch

hng u c quyn dng tm nhn ph bnh kim sot nhng sn phm c

cung cp cho h, nu c th tr li nhng vn m hnu ra lm cho h khm

phc, bn sc c stin tng ca h.

Khch hng qu cu kGp phi khch hng qu cu k, bn nn chu kh nhn ni. S cu k l cn

thn qu mc i khi cng d nhm ln vi s "bi lng tm vt".

Khch hng c thc quyn lcBn ng tc gin vi nhng khch hng c thc quyn lc. Bn hy

tng tng loi khch hng ny c lng t ti hoc gp phi s tht bi no ,

vi tin ny, nu bn c th cung cp cho h mt s thng tin c li hoc l gip

h, bn cng c tht c mc ch ca mnh.


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2. Mt sk nng thu phc schp thun ca khch hng:Chng ta cn phi ng cm vi h bi :

Ngn ngng iu (ging, iu v tc n ni) T th ging nhau (ngn ng c th ging nhau)

n ni theo kiu ni ca khch hng.

S hi ho v gi trv quan im

Vn ho doanh nghip ging nhau Thng nht ch

S chp thun v tnh khu vc

Chia s li ch

III. NHNG NGUYN TC KHI GIAO TIP V MT SYU T NGOI NGN NG:

1. Nhng nguyn tc khi giao tip:Trn thc t, chng ta cn phi tun th nhng nguyn tc c mt bui

giao tip thnh cng, nhng nguyn tc ny xem nh l mt liu thuc hu hiu

duy tr mi quan h tt p, ginh c tnh cm t khch hng. Nhng khng c

nguyn tc no l bt bin, m chng ta phi ty vo tng trng hp, tng hon

cnh m a ra ra cch x tr hp tnh hp l. Di y l mt s nguyn tc

c nhn tm thng dng trong giao tip kinh doanh :

Lng ngheLng nghe kin ca ngi khc, iu ny gip chng ta ci thin dch v

trong tng lai. Mi ngi thng c n tng khng tt vi nhng ai ch bit gi


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quyt cc li phn nn m khng thc s lng nghe nhng g h ni. Khi bn thc

s lng nghe khch hng, mt cm gic thoi mi, d chu s xut hin trong lng

mi khch hng bi s lng nghe chn thnh l kh him hoi, thm ch ngay c

khi bn nh v nhng ngi thn. Lng nghe to cho khch hng thy bn tn trng,nh gi cao hv quan tm n h.

Lu : Xin nhc li tn ca ng/b v ngh cho bit vn . Cu ni

ny cho thy, bn khng lng nghe, ng thi chc tc thm ngi vn c

chuyn khng hi lng.

Nhtn khch hngXng tn c nhn l mt trong nhng m thanh nht m khch hng mun

c nghe. Vic xng h bng tn ring trong cuc ni chuyn vi khch hng s

cho thy chng ta nhn nhn h vi t cch mt c nhn ni ring ch khng phi

i tng khch hng chung chung, qua th hin s tn trng ca chng ta vi

khch hng. Hy dng tn ring ca h khi ni li cho hi, cm n, tm bit.. lm

cho bu khng kh trnn nh nhng, thn thin hn. Tuy nhin, 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.

Nci ttri tim.Duy tr dch v khch hng vi nci trn khun mt dng nh l ci g

hi rp khun. Tuy nhin nu mun khch hng yu thch dch v ca mnh, hy thc

hin n vi mt nci chn tht. Mt nci 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.

Lu : Nci c tc dng to ln nh vy, nhng ci phi ng lc khng

th hnh nh bn thn v cng ty s bnh hng. Vy khi no nci trthnh v

duyn? Nu ta ci m mi ngi cng vui vhng ng ci theo, y l c duyn,

Cn nu ta ct ting ci trong mt bu khng kh khng ng ci th ting ci s


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trnn v duyn! V mt lu nh na l nci p khng phi l nci l

nhng nhc im v mt thm m: ting ci qu ln, ci hli

Hy cho khch hng bit, hl ngi quan trngH bit rng cng ty chng ta c rt nhiu khch hng khc nhau nhng h ch

thc s yu qu n nu chng ta khin h cm thy mnh thc s quan trng. Hi

khch hng v nhng li khuyn. Khch hng no cng c sn nhng kin c nhn

v cung cch lm vic ca nhn vin v cng ty, v nu hc hi vo thi im

thch hp theo nhng cch thch hp, ng thi h cm thy rng nhn vin thc s

quan tm n cu tr li, khch hng sa li khuyn.

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. Vic cn thit l phi lng nghe, cm

n v tm cch khc phc thiu st ngay sau nu c th. Coi trng kin ca khch

hng, ng bao gini h lm ln. Hy cho h ni tho thch nhng ci m h

mun ni.

Tn trng khch hngD l mi trng trang trng ti cng shay khng gian tip khch thn mt

tic chiu i, bn u phi th hin s chn thnh v trn trng mi quan h hin c

vi i tc. Phi t nh trong ng x v rn luyn knng nm bt tnh hnh, thi

ca khch hng qua nh mt, nt mt, cu t - linh hot trong tr chuyn v thay

i ch ph hp. im nh s cng thng nu c) bng nhng cu chuyn ngoi

l, gn gi trc khi i vo ni dung chnh nh hi thm v cuc sng, qu qun, s

thchLun ci ni tht tm chkhng 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.

Lu : "Ti c th gip g cho ng?" ch khng phi "ng mun g".


16/42


Quan tm thc sn khch hngChng ta mang li nim vui cho khch hng, ch khng phi cho khch hng

mt ci g Vic ny i nguc li chnh sch ca chng ti. 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. Hy nh: ng

khch hng tht vng.

Lu : khng phi l cng vic ca ti. Trong trng hp ny, nn ni:

Ti bit ngi c th gip ng/b gii quyt vn ny. Ti s gii thiu ng/b vi

ngi . "Ti ch lm vic y thi" Cu ni rp khun ny ti thng c nghe

hu ht cc nhn vin phc vbn sau khi mn n em ra khng ng yu cu.

Bng vi t ti t ny, mt nhn vin cho bit ni khng c lng nhit tnh,

hng hi, quan tm ti khch v nhn vin khng sn lng p ng nhu cu ca khch

hng. 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. V d: Khch hng mun mua

mt chic xe tiu tn t nhin liu v c kch cnh tin i trong thnh ph vn

rt cht chi, nhng sut bui hton c nghe ngi bn hng "thao thao bt tuyt"v nhng th mnh ca chic xe cng knh.

Gip khch hng nhit tnh.Hy ti gip bn mt tay. D chl gip khch mang hng ra xe hay n

gin l mca gip ngi ang mang hng nng trn tay th mt thng ip r rng,

sn sng gip h v n tng ny s hn su vo tm tr khch hng. V tt nhin,

n s khin h quay tr li vo ln sau. Thng tin cho khch hng cc dch v khc

m khch hng quan tm nu c th.

Kin nh quan imKhng nn gi chiu no che chiu y m cn phi hc cch ni li ca chnh

mnh. Nhng cng khng c phn bc quan im ca ngi khc m xut cc

phng n gii quyt hp l.


17/42


ng thch tranh binCn bnh tnh ni, trnh bin cuc ni chuyn thnh cuc thi hng bin.

Hiu r thng ip ca ngi niHy nhrng nhng g ngi khc ni v nhng g chng ta nghe c th hon

ton khc nhau! mi s cht lc, ginh, ph phn cng nh tin tng mang mu sc

c nhn ca chng ta c th s bp mo nhng g chng ta nghe c.

Bn nn gi li hoc tng hp li nhng g ngi khc ni chc chn mnh

ang hiu c vn . Hy nhc li nhng g bn cho rng mnh ang nghe c v

hi Ti c hiu ng bn khng nh? Nu bn thy mnh bng chm bi nhng g

ngi khc va ni th hy ni nh vy, sau hy hi thm hiu r vn : C

th ti khng hiu ng bn v cm thy b xc phm bi iu bn va ni. Ti

cho rng nhng g bn va ni c ngha l XXX; c ng bn l nh vy khng?

Khuyn ngi khcng a ra li khuyn trphi ngi ta hi. iu ny c th s rt kh thc

hin, nht l khi chng ta thy r rng tng ca mnh s c li cho ngi .Thay

v ni Bn nn lm thny, bn nn s dng mt s cch ni khc th hin r s tn

trng ca mnh, v dnh mt cch kh khthi l.. hoc c mt cch gip ti

trong trng hp tng tnh th ny l X. Nu bn ngh n sgip ch c cho

bn th ti rt vui lng chia s vi bn iu ".

Hy c hiu ngi khcBn hy tm ra mt im tng ng thay v chchm chm vo s khc bit

gia bn v ngi khc.

iu g c th khin chai ngi cng thch th (v dnh vic gri mt vn

no ) ? Mt cch bt u khm ph ra im tng ng chnh l vic chia s


18/42


cc dnh thm kn ca mnhv nh bn c thni : Dnh ca ti khi chia s

vi bn viu ny chnh l gip bn thnh cng trong dn ny.

iu u tin m khch hng nhn nhn s l cch thc tin hnh cc hot

ng kinh doanh thng nht. Trong trng hp ny, nhn vin khng ch tr chuyn,

mt i mt vi khch hng, c th thc s thu hiu vic khch hng nhn nhn nh

th no...Bn li ko khch hng tham gia vo cc hot ng kinh doanh, hay lm

cho h tin rng bn ang thc s lng nghe cng nh coi trng kin ca h. Thc t

khch hng s ngy cng quan tm ti sn phm/dch v ca bn v coi thnh cng

ca bn nh thnh cng ca chnh h vy. Giao tip khch hng l mt phn on c

bit trong cc hot ng kinh doanh

Chc hn nhiu ngi s ni giao tip l mt con ng 2 chiu: ni vi khch

hng, sau lng nghe nhng g h ni. Tuy nhin, trn thc t giao tip c 3 chiu.

1. ra nhng thng ip kinh doanh ca mnh v phn b n ti khch hng

thng qua nhiu cch thc khc nhau, v dnh nhng nhn vin bn hng, qua h

thng truyn thng i chng, bng cc website, cc s kin ti tr, chnh sch hay

bn tuyn b dch v y l s th hin, truyn t).

2. Nhng thng ip sc n nhnhay khch hng nhn c mt thng

ip no y l slnh hi).

3. Khch hng hin ti v khch hng tim nng, h phn ng li trc nhng

g h bit tuy cha hn ng vi chch ra ban u).

Vi ba bc trn, giao tip c tin hnh theo cng thc sau: Biu l+ Lnh

hi = Giao tip. Nu bqua bc 2 - nhng g khch hng nhn c v lnh hi - c

th khng bao gihiu c chuyn g xy ra sau khi tin hnh bc 1 v iu g

dn n bc 3.

ng n thun ch gi i cc thng ip mt chiu. Nhng phn hi v bnh

lun t pha khch hng sc tc ng rt ln n cch thc tin hnh cc hot ng

kinh doanh, ra cc chnh sch v to ra cc sn phm. Khi lng nghe cc thng ip


19/42


, chng ta sc c nhng cng ccng nh k hoch ph hp cho phn ng kp

thi vi mi thay i trn thtrng.

Nu kinh doanh trong mt lnh vc thng xuyn tip cn vi khch hng nh

dch v bn l, dch v y t, chm sc sc kho, bn hng trc tip iu u tin m

khch hng nhn nhn s l cch thc tin hnh cc hot ng kinh doanh thng

nht. Trong trng hp ny, nhn vin khng ch tr chuyn, mt i mt vi khch

hng, m cn c th thc s thu hiu vic khch hng nhn nhn nh th no thng

qua ngn ngc th m h th hin khi n cng ty bn. Khi ni chuyn, nhn v lng

nghe khch hng, h c thang giao tip thng qua mt vi ngn ngc th truyn

thng:

H tip xc vi bn bng tay:Bn ngh rng y l c ch ca s qu trng hay thn thin? Thc t khng

hn nh vy: c th do bn khng ch ng mc n khch hng v h buc phi

lm iu ny c bn quan tm hn.

Tay vtsau lng:Khch hng ang giao tip vi bn bng thi ca k b trn hay cm thy

khng va : chc hn bn lm iu g khin khch hng pht lng.

Khoanh tay trc ngc:y l du hiu cho thy khch hng ang khp mnh, hkhng quan tm n

vic lng nghe nhng g bn ni: dng nh bn mt h.

Nhu lng my:Mt ci nhn ngc nhin v kh hiu, nhng cha chc l khch hng khng tin

tng.

Chtay:Mt biu hin kh r rng! Khch hng ang buc ti bn, thm ch c khi h

ang nn ci.


20/42


Khng mt c ch no trong s cc c ch trn th hin s tch cc v r rng

bn cn phi thc thi ngay mt vi hnh ng thch hp no . Lng nghe khch

hng, bit r h s phn ng nh th no lun l mt cng c hu hiu khi bn mun

cc sn phm hay k hoch xc tin kinh doanh, cng nh chnh sch hot ng camnh trnn hiu quhn.

Nu bn khng c nhiu c hi gp gkhch hng, c mt vi cng c khc

m bn c th s dng m bo rng nhng g khch hng ni lun c lng nghe

mt cch y nht. Nhiu cng ty s dng cc bng cu hi iu tra tm hiu

nhng yu cu, kh khn, vng mc ca khch hng. Khi bn s dng cc bn tin,

thip mng sinh nht, chng trnh thng hay th in t tip th, ngha l bn bt

u i trn con ng 3 chiu trong giao tip vi khch hng. Hy nh rng con

ng 3 chiu l: Biu l+ Lnh hi = Giao tip.

Bn c th s dng nhng cng cnh vy mi khch hng tham gia vo

nhm Research and Development (Nghin cu v pht trin) ca bn. Nhng lm th

no cc khch hng thc s tham gia vo hot ng R&D nh vy? iu ny c

th ddng c thc hin nhth in t hay mc gp trn website ca bn. Cc

nhm R&D c them li cho bn nhiu li ch, trong phi kn:

1. Mt tp th R&D hnh thnh t nhng khch hng s cho php bn

th nghim cc k hoch cho sn phm mi, xc tin kinh doanh, chnh sch hot

ng, gi c.

2. Mt tp th R&D s cung cp cho bn nhng tng mi lin quan

n bt k vn no k trn. Bit u chng mt tng v i no s xut hin!

3. Nu tp th R&D bit rng bn coi trng nhng phn hi t h, h s

tip tc em li cho bn nhng thng tin chn tht v mang tnh xy dng nhiu hn,

chkhng n thun chin vo bn iu tra mt cch my mc.

4. Nu bn bit cch tn dng hoc c phn thng thch hp cho cc

kin ng gp ca khch hng, bn sem li cho h nhng c hi th hin bn

thn, mt iu m tt c chng ta phi mt nhiu thi gian mi thc hin c.


21/42


5. iu ny s to ra s trung thnh ngy mt ln hn t pha khch

hng, v kt qu l khch hng sn lng xc tin hot ng kinh doanh gip bn, h

trthnh nhng nhn vin bn hng khng chnh thc hay thm ch l nhng ngi

truyn gio cho bn.

Ngoi ra bn c th trc tip tin hnh iu tra i vi khch hng bng cc

phng php sau:

iu tra gi bu in:Gi cho khch hng bng iu tra km theo sn phm v sau khi in xong th

yu cu gi li cho doanh nghip. Do c nhiu cng vic rt bn rn nn khch hng

khng mun in cc thng tin ny cho bn. V vy, rt nhiu doanh nghip a ra

bin php khuyn khch, v dnh sau khi in biu v gi li th c th tham d bc

thm trng thng v thng qua phn thng khch lkhch hng in vo biu

iu tra.

iu tra ngu nhin trn ng:Hng in t gia dng SONY tng s dng cch nghin cu iu tra th

trng ny. H trng tp mt ssinh vin i hc, em biu ny n mt s ccqun n nhanh, siu th, khu du lch iu tra ngu nhin khch hng, t don

s lc v thtrng.

iu tra in thoi:Ngnh vin thng Trung Quc lm theo phng thc ny, h c b phn

chuyn phc v khch hng, nhn vin ca b phn chuyn phc vkhch hng nh

k gi in cho khch hng, iu tra kin ca h v sn phm v dch v ca doanh

nghip. Ngoi ra, h cn mi khch hng tham d hi lin hp hu ngh khch hng,

mi ngi gp mt trc tip a ra kin v cht lng dch v khch hng ca

doanh nghip.

Ngoi ra xy dng kho d liu iu tra mc hi lng ca khch hng l rtquan trng. Thng thng, iu tra mc hi lng ca khch hng khng phi ch


22/42


thc hin mt ln, m c th thc hin nhiu ln theo nh k, chng hn vi thng

mt ln. Kt qu thng k s liu iu tra mi ln u khng ging nhau, v vy, cn

phi xy dng mt kho s liu iu tra mc hi lng ca khch hng, sau tin

hnh phn tch theo nh k. Thng qua kho s d liu tm hiu cc loi thng tinca khch hng cng c th nng cao hiu qu cng vic phc v khch hng.

Tm li, con ng 3 chiu ca giao tip gip bn li ko khch hng cng bn

tham gia vo cc hot ng kinh doanh, lm cho h tin rng bn ang thc s lng

nghe cng nh coi trng kin ca h. Nh, khch hng s ngy cng quan tm ti

sn phm/dch v v coi thnh cng ca bn nh thnh cng ca chnh h vy. Suy

cho cng, 12 nguyn tc trn, th lng nghe l cng c quan trng nht dn ti cuc

i thoi thnh cng.

2. Mt s yu t ngoi ngn ng:Ngoi nhng nguyn tc cn thit, quan trng y, chng ta khng th khng

ch v s dng linh hot mt s yu t ngoi ngn ng, n tc ng ti sgiao lu

vi khch hng. V nhng yu t ny cn phi ch nhng l nghi g ?

Nhng hnh thc ca yu t ngoi ngn ng trong giao tip ch yu bao gm:Thi v t th, ra hiu bng tay, tm nhn, nt mt v v tr, c ly gia hai

bn...Nhng hnh thc biu t ny trong giao tip u cn phi ch . Vic s dng

ngn ng khng li c khi c th biu t nhng mun ni m li ni khng th t

ht c. Do , chnh yu t ngoi ngn ngcng c th d hiu hn v mang li

hiu qu bt nghn trong dch v khch hng.

a) Thi v t thTrong bt k trng hp no, nhn vin marketing u phi tr thi thnh

tht, nhit tnh, ung dung, y l c s giao tip tt vi khch hng, l tin c

bn th hin s tn trng khch hng. Phi ch trnh 4 thi sau y:

Thi ngo mn, nh th s lm tn thng n lng t trng cakhch hng.

Thi lng tng slm cho khch hng khng dm tin tng. Thi lnh lng, s lm cho khch hng cm thy khng thn thin. Thi tu tin s lm cho khch hng khng tn trng bn.


23/42


Nhng nu chc thi chnh xc thi vn cha y , nhn vin marketing

cn phi lun lun ch n cch n ni ca mnh, tip tc to n tng tt cho

khch hng gip bn t c mc ch marketing.Nhn vin marketing trong qu trnh giao tip vi khch hng cng nn c

bit ch trnh nhng t thsau y:

Khng nn ngp ngn ngp di. Khng c gi u gi tai, b ngn chn, tay. Khng nn nga mt ln tri, vnh vnh vo vo, khng nhn chm

chm vo khch hng, khng nn nhn vo khch hng tu ti chn.

Tu theo khch hng v tng trng hp khc nhau, nhn vin marketing nn

p dng nhng t th khc nhau. Nu i tng l ngi c thanh th, t r s tn

trng, nhn vin marketing nn ngi thng v ci ngi vpha trc mt cht. Nu

khch hng l ngi cng la tui v c kinh nghim tng ng vi bn, bn c th

ngi thoi mi hn to cm gic gn gi vi khch hng. Nu i tng i cng

vi vhoc chng, tt nht bn nn lch s mt cht tthi tn trng h.Vi nhng trng hp bnh thng, trong giao tip vi khch hng, t th cn

chnh xc ca nhn vin marketing l: t nhin, ung dung, n cn, mt

- Khng nn nhn i ni khc, nhp nhm, ng ngi khng yn, nhn ngang

nhn dc, t tng khng tp trung, nhn thng vo khch hng, hi ci ngi mt

cht v chng cho hi khch hng. Trong thi gian giao tip, nu c ngi mi

thuc, mi nc, nn ng ln hoc ci ngi mt cht nhn ly tlng cm n.

b) TayDng tay ra hiu l mt ng tc s dng nhiu nht trong giao tip vi khch

hng, nu s dng thch ng, s lm cho nhng thng tin m bn mun truyn t ra

cng r rng hn. Ra hiu bng tay mt cch thch ng, s c tc dng nhn mnh v

nhng ni dung m bn ang ni. Nhng cng cn ch khng nn s dng qu

nhiu s to cm gic kh chu i vi khch hng.


24/42


S dng ng tc ra hiu bng tay t, nhiu v ngha km theo ca n tu

thuc vo tng quc gia khc nhau, dn tc khc nhau v nhng khu vc khc nhau.

Cho nn, trong qu trnh khai thc thtrng marketing cc nc khc nhau, cc ni

khc nhau, bit ra hiu bng tay mt cch thch ng l mt knng khng th thiuca mt nhn vin marketing.

c) Nt mtNt mt bao gm nh mt trong qu trnh truyn t thng tin c tc dng rt

quan trng. c bit l trong nhng cuc giao lu bng tnh cm, tc dng ca nt mt

chim t l rt ln. Cc nh tm l pht hin ra rng, trong nhng cuc giao lu bng

tnh cm, truyn t thng tin cn c 12% ngn ng cng thm 38% ging ni v

thm 50% nt mt, nh vy c th thy r c tnh quan trng ca nt mt. Cho nn,

mt nhn vin marketing nu mun truyn t tt hn nhng t tng ca mnh, c

th s dng hp l cc c chnh i mt, lng my v i mi gip bn t c

mc ch.

Trong giao tip vi khch hng, thng thng vic s dng nhiu nht v hiu

qu nht l nt mt ti ci. Vic mun ci hay khng, bit ci hay khng, l th

hin nng lc ca nhn vin marketing. Trong giao tip, ci v bit ci mt cch

thch ng l biu hin ca s hi hc. Trong cuc gp ln u, nu nhn vin

marketing c nhng cu hi hc lm cho khch hng vui v, s lm cho khch hng

thy bn d gn hn. c bit l trong hon cnh kh khn, nu bn bit t ni ra

nhng cu ni hi hc , bn s c th thot khi hon cnh kh khn mt cch d

dng hn. Nu trng hp khch hng c sai lm g, mt nci, mt cu ni hihc cng c th gip h trnh khi s bi ri.

d) nh mtTrong lc ni chuyn vi khch hng, nh mt ch yu c tc dng t tn

trng, hu ho, quan tm v tp trung.v..Tr tnh hung quan trng, nh mt c th lm

ni bt im quan trng, cng l bin php iu chnh khong cch tm l vi

khch hng.


25/42


Trong giao tip vi khch hng, phi nhn thng vo khch hng, nu khng,

ngi khc s khng cm nhn c tnh lch s ca bn, nh mt nhn vo ngi

khc phi t r thin , phi bit cch nhn, nhn vo chno cng l iu cn lu .

Thng thng l nhn vo u, ch yu l i mt, phn gia ca c ththng thngkhng nn nhn, m c bit l phn di, bt k l nam hay n, gi hay tr, vi ngi

trn hoc khch hng, nh mt khng nn nhn ci xung, nn nhn thng thm ch c

lc cn nga ln. Thi gian nhn sang i tng cng phi ch , theo mt cch ni

chuyn nghip, trong nhng cuc giao lu, thi gian nhn vo khch hng l khong

1/3 ca tngtg gp gkhch hng, lc cho hi, ni chuyn v lc cho tm bit u

phi nhn vo khch hng, cn nhng thi gian khc c th tu theo tnh hnh.

e) Im lngC khi s im lng mang tnh cht tch cc, c khi s im lng cn hn hn li

ni, nhng c nhng s im lng mang tnh cht tiu cc, n c th to cho mi ngi

mt bu khng kh kh chu. S im lng cng l mt cng c c sc mnh trong giao

tip, cho nn, chng ta cn phi hiu bit v s im lng mt cch chnh xc v s dng

n mt cch thong. Khi khch hng phn nn viu g , s im lng khng ch

c th cho h bit rng bn ang nhn ni lng nghe, ng thi trong khong thi gian

, bn cng c thsuy ngh v cch gii quyt vn . Nu khch hng ni sn phm

ca i th cnh tranh tt hn m bn khng chp nhn th bn khng nn phn i

ngay li ni ca khch hng lc ny v cng khng nn ni xy vi th. Lm nh

vy s gy tn thng ti tnh cm ca khch hng, ng thi, lm xu i hnh nh

ca bn. Tt nht, bn c th gi im lng bo lu kin ca mnh.

S im lng c ngha l tn ng, lng nghe v suy ngh; cng c ngha lphn i, mt hng th v khng mun ni, v vy, c lc gi im lng l mt hnh

ng sng sut, nhng cng c th l mt hnh vi tiu cc, n s tr thnh mt tr

ngi khng thvt qua c. V vy, ngi ta mi ni, trong giao tip vi khch

hng, phi bit s dng s im lng mt cch linh hot v thn trng.


26/42


IV. CCH GIAO TIP VI KHCH HNG KH TNH NHT:1. Khch hng kh tnh:

Trong mi quan h vi khch hng, ta thng xuyn gp phi nhng v khch

kh tnh hoc rt kh chiu, vy khch hng kh tnh l ai? Khch hng cchp:

Loi khch hng ny khng quan tm vn gii quyt nh th no m ch

v mun kin m i kin. H lun c ngha l ti lun ng, bn sai. H s c

gng chng minh bn thn mnh l ng m khch hng l ngi phc v khng

t tiu chun.

Khch hng thch tn pht:Loi khch hng ny ch bit ni lin tc khng ngng, hon ton khng quan

tm ti vic gii quyt vn , h c nhu cu mnh m khc l th hin bn thn,

ngi thch tn pht chim ti 17% trong nhng loi khch hng kh tnh nht.

Khch hng c tnh tkiu ti:Loi khch hng ny mong mun bn b ngay mi vic khc gii quyt vn

cho h. Nu bn gip ha vn vo trnh t gii quyt, s ln in thoi h

gi thc gic s nhiu hn ngi khc ti 3 ln. Loi khch hng ny chim ti 34%trong tt c cc loi khch hng kh tnh. Khi c vn lun lp tc yu cu gp gim

c, lm cho bn cm thy hnh nh mnh l ngi ngngn. Nu anh khng lm

c cho ti nhng g ti mun, th hy ng ch ca anh lm cho ti. H hay hi

Sp c nh khng? hoc Anh n cng ty ny lm vic bao lu ri? Loi khch

hng ny chim 11% trong nhng loi kh tnh nht. 2% cn li khi gp phi nhng

s vic xy ra tnh choc l trng thi bt bnh thng mi trnn kh tnh.

2. Bin php gii quyt Qun l smong mun ca khch hng:

Ni cho khch hng bit cn phi chi thm mt thi gian, v trc khi h

n bn ang bn vic. Nu mt tr chi c khch chi xp hng rt di, ng h

tnh gis hin thi gian cn phi chi cho ngi xp cui cng, v thi gian ny

thng thng s nhiu hn 10 pht so vi thc t. nh hng cao cp, nu bn gi


27/42


thc n, nhn vin phc v s ni li vi bn: Xin mi ng chthm mt cht.

khch sn, khch hng sc cho bit: Phng ca ng 11 gisc dn dp

xong.

Cho h mt l do:Nghin cu cho bit, con ngi ta d chp nhn nhng vn c bit

nguyn nhn hn l nhng vn khng c bit l do. phng phc v khch

hng ca mt cng ty sn xut my in, h x l mt v kin ca khch hng nh sau:

c mt v khch hng 3 ngy lin tc gi in thoi v cng ty phn nn v mu sc

do my in in ra khng chun, nhn vin bo cho h bit nguyn nhn l do thi tit,

ng ta yu cu cng ty phi cho bit nguyn nhn r rng hn v bao gic th gii

quyt vn cho ng y. Nhn vin tip tc gii thch nguyn nhn l do khng kh

xung quanh my qu m mi xy ra tnh trng ny, nu ng ta mun sm gii quyt

vn th ng ta c thi mua thm mt chic my ht m l c. vi nhng loi

vn bnh thng ca khch hng, bn bao gic xn gin nh vy cha?

Khen ngi snhn ni ca h:Ni cho khch hng bit l ban rt cm n s hp tc ca h. Lc bn cm n

hoc tn thng ngi khc chnh l lc bn mc cnh ca cho s hp tc.

3. Trnh nhng sai lm Hi hc:

K c khi bn dn quen vi khch hng, nhng trc khi bn cha nhn thy

c kt qu tt lm cho c hai bn hi lng, bn khng nn lm nhng chuyn khin

ngi khc thy bun ci v nh vy s lm xu i hnh nh chuyn nghip ca bn.

Bnh tng nhm ai cng u bit:C nhng s vic i vi bn c thl thng thc, nhng khng phi ai cng

ging bn. C mt vkhch hng n mt ca hng bn l mun tr li chic my

nhn tin v n khng hot ng bnh thng. Nhng khi nhn vin kim tra li my,

pht hin thy my vn hot ng tt. Th ra l khch hng bit bt my v c thng


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tin ri, nhng khng bit rng nu khng c ngi gi tin nhn ti, my s khng hin

ra bt c thng tin no.

Ni qu li.Nhn vin phc v phi trnh vic ni qu li v nu ni lin tc th chuyn g

s xy ra? Khch hng bt u hi rt nhiu vn , thm ch hi c nhng vn m

ngay c bn cng khng th gii thch c na, bn s b cho rng l khng thng

tho. Nn ch mt iu l lc ngi khc lng nghe bn ni th tip theo h s

hi li bn.

V. NHNG IU CN TRNH TRONG GIAO TIP VIKHCH HNG

Trong giao tip vi khch hng, cn trnh 4 thi no?

Thi ngo mn, nh th s lm tn thng n lng t trng cakhch hng.

Thi lng tng, s lm cho khch hng cm thy bn khng ng tincy.

Thi lnh lng, s lm cho khch hng cm thy khng thn thin. Thi tu tin, s lm cho khch hng khng tn trng bn.

Nh tc giJeffrey itomer ni : Khi khch hng tim nng hi ti cu hi

c hoc khng, ti khng bao gitr li thng c hoc khng, ti s c gng a ra

cu tr li di dng 1 cu hihoc a ra 1 cu hi vo cui cu tr li. iu ny

gip ti t c hai mc tiu trung tm trong bn hng.

Hai mc tiu quan trng nht trong qu trnh giao tip vi khch hng, l:

Kim sat c iu mnh ni. C th kt thc cuc bn hng ngay by gi

Khi bn tr li cu hi ca khch hng tim nng, hy trnh hai t: c v

khng. Nu bn tr li c hoc khng, bn c th b lc hi bn hng. Hyphn tch iu ny. Khi khch hng tim nng hi bn 1 cu hi, thng l tn hiu


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mua hng. Bn s tr li cu hi ca khch hng tim nng nh thno? L 1 ngi

bn hng, nhng knng cao nht cn c vn dng khi khch hng hi hoc th

hin s mun mua. Thin hng u tin ca bn l tr li cu hi theo hng khng

nh, nu bn bit rng iu l ng, v d:- Bn c mu ny khng? C

- N c mu xanh? ng

- Bn c th giao hng vo th Ba khng ? C

- Bn c hng trong kho khng? C

Tt c nhng cu tr li c trn y khng ch sai, m cn l nhng cu tr li

lm ko di qu trnh bn hng 1 cch khng cn thit. Bn cng c khuynh hng tr

li khch hng thng thn, v d:

Thi gian giao hng ca bn nh thno? Thng l 2 tun Ti phi thng bo vi bn nh thno? trong vng 24 gi Khi no mu mi c tung ra? 30 thng 1

Nhng cu tr li trn cng sai lm. Ht sc sai lm. Nguyn tc l: Sdng

cu hi ca khch hng cng c vic bn hng. Ni cch khc, sau khi bn bt

c tn hiu mua hng ca khch hng, hy t ra 1 cu hi n cha cu tr li v

khng nh rng khch hng mun mua nhng g bn ang bn.iu ny cng khng

phc tp nh cch ti ni v n.Di y l 1 s v d v nhng cu hi cng c:

Bn c mu ny khng ? y l mu ngi mun? Nu khch hngtim nng ni vng, tt c nhng g ti phi lm l tm hiu khi no h

mun nhn hng, v ti kt thc.

N c mu xanh phi khng?Ngi thch chic mu canh ? Bn c th giao hng vo thBa khng ? Thc Ba l ngy ngi cn

hng c giao ?

Bn c sn hng trong kho ch? Ngi mun c giao hng ngaylp tc phi khng?

Thi gian giao hng ca bn trong bao lu? Ngi cn giao hng baolu?


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Ti phi thng bo vi bn nh thno? Ngi thng xuyn nhnc thng bo nh th no?

Mt ai s c mt y sau bao lu? Ngi mun ngi c mty sau bao lu?

Bn c th tr li trc tip v vn a ra cu hi kt thc ngay sau . V d:

Khi no mu mi c tung ra? 30 thng Mt. Nhng chng ti cnhng khuyn mi c bit cho vic mua my copy ngay by gi. Hy

chn cch no l tt nht cho ngi. Th l cng bng phi khng?

Bn c danh sch tham kho ch? y l danh sch ngi thamkho. Nu ngi ht lng, khi no chng ta c th c hp ng u

tin?

Di y l chu trnh k diu:

Nhn bit nhng tn hiu mua hng l nguyn tc trong bn hng c th to ra c 1 cu hi p li kh hn nhiu) i hi s sng

to v luyn tp a ra nhng phn ng 1 cch mm mng v thng thn l du hiu ca

1 ngi bn hng bc thy

C b quyt no hnh thnh cu hi v nu chng ra 1 cch han ho ? Tt

nhin l c! V cu tr li cng ging nh cu hi bt tm 1 ngi khch du lch hi

ngi li taxi New York: Lm th no ng ti c Snh Carnegie? - Luyn tp.

VI. NHNG IU CN CHUN B KHI GIAO TIP VIKHCH HNG:

Vic tip xc vi khch hng nhm mc ch bn hng trong tng lai l rt

quan trng, v l bc khi u ca mt thng v. Hnh vi l cch c x m nhn

vin bn hng th hin trc khch hng. Nhng hnh vi quyt nh s pht trinca mi quan h sau ny gia hai bn, v th cn biu hin mt cch hiu qu. Ngi


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bn hng c thc thi rt tt vi khch hng nhng li khng bit cch th hin

thi .

Nhng thng tin g tip xc khch hng

Nm tnh hnh sn xut, kinh doanh ca cng ty ca mnh Nm thng tin vkhch hng, c im ca c sm mnh s tip xc Nm c im sn phm hoc dch v m mnh s cung cp cho h Hiu bit vi th cnh tranh

Nhng iu cn trnh

n mc li thi, nhch nhc, hay phong cch ty tin; L nh, sung s, th l, chm chc hay trch thng; Li bing, chm chp, cu th hay khng ci m.

C sca hnh vi tt khi tip xc trc tip vi khch hng

i x vi h bng s knh trng; Lch sv n mc chnh t (du hiu ca s t trng); Ch n h ngay lp tc; Th hin s thn thin(nn bao gm mt nci v giao tip bng mt); Cho hi khch hng bng nhng li thn thin v lch s. Tt c mi ngi u phi cho khch hng khi gp h. Nhng c ch chng ta th hin cng quan trng nh nhng g chng ta

ni.

Cch xl c bn trong giao tip khch hng

Qua in thoi


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V mt tm l, khch hng thng t ra dng vi nhng ngi bn hng. H

sb lm phin, v e rng ngi bn hng s ni nhiu, ni di, v h s mt thi gian

tip chuyn. Hn na, khch hng thng t ra nghi ngd dt vi nhng li chiu d

ca ngi bn hng, do , h mun kt thc nhanh cuc ni chuyn.

Vy bn phi lm g? Cn phi chun b tinh thn sn sng. Khi tip cn c,

bn cn c li cho v gii thiu tht n tng. Mun vy, bn cn chun btrc ni

dung cuc ni chuyn sao cho tht ngn gn, xc tch. Bn khng nn li tin nhn,

li nhn, v khng gy n tng. V vy, bn cn xem xt chn thi gian gi thch

hp.

Gp trc tipV mt tm l, khch hng c th bi ri lc u, t ra nghi ng, d dt c tm

l phng b, khng mun lng nghe, mun lng trnh, khng mun chia s tip chuyn

lu, thm ch c khi cung cp thng tin sai lch cho bn.

Bn lm g? Hy tip cn vi thi nh nhng, lch s to cho khch hng

cm xc tnh c. Cn vn dng hon cnh gi tip chuyn, khng nn cp gii

thiu sn phm khi cha ph hng ro. Ngai ra, bn khng nn thit lp cuc hn

chnh xc trong ln gp u tin.

VII. NHNG IU CN BIT KHI GIAO TIP VI KHCHHNG NC NGOI:

Mi dn tc c nn vn ha v c im ring ca mnh. Trong giao tip quct, mi ngi t nhiu u mang tnh i dincho t nc, a phng hay n v

mnh, do mi li ni, c ch, hnh ng u cn phi cn nhc k, thn trng

trnh hiu lm. C nhng chuyn tng chng nh lt vt, nhng nu ng x khng

thch hp, c th li n tng khng tt, thiu hu ngh, nh hng n mc ch

chnh ca cuc giao tip. V sau y l nhng iu cn bit khi giao tip vi khch

hng nc ngoi.


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1. Mt s cch ng x, giao tip thng thng trong giao tip quc t Bt tay

- T th:bnh ng, nt mt vui ti, cha tay phi v nhn thng

vo mt nhau; khng bt tay cho, khng bt tay ngi ny m nhn ngi khc,khng ngm thuc l, khng t tay tri vo ti qun, khng mang gng tay.

- Biu th tnh cm ng mc: gia nam gii vi nhau, nn nm c bn

tay, sit cht, gi t lu. Gia nam gii v n gii th ngi ph n c th ch nm h,

nam gii khng nn sit qu mnh.

- Thtbt tay: Chnh gi tay trc bt tay tt c khch.

Ngi ng sau chng gi tay trc bt tay khch. Cp trn, ngi ln tui ch

ng gi tay trc. Cp di, ngi tr tui ch khci u trc t lng knh

trng. Nam gii gp i vchng th bt tay ngi vtrc, ngi chng sau.

Trao danh thip:

c s dng rng ri trong giao tip i thng cng nh trong quan h

chnh thc t gii thiu v lm quen vi nhau. Danh thip cn cha ng y nhng thng tin cn thit, khng nn rm r, cu k.

Cn c thi trang trng khi trao i danh thip cho nhau, trao nhn bng hai

tay.

Ngi cng v thp hoc tr tui cn trao danh thip trc cho ngi c

cng vcao hn hoc nhiu tui hn.

Khi c trao danh thip cn trao p li, nu khng c nn xin li v gii

thch l do.Ch khi nhn danh thip ca khch, khng nn b ti ngay, cn c v hi

cch pht m tn ca khch cho ng chng t s quan tm).

Cch xng hPhi gi ng tn h, a v x hi ca khch. Phi nhtn khch, trnh gi

trng. Khi gii thiu chnh thc cn km theo hm, v. Ch thn tnh c th gi

nhau bng tn ring. i vi nhng ngi mi gp nhau ln u th gi bng ng, b,


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c Mr/Mrs/Miss). Trng hp khng chc mt ph n c chng hay khng th gi

bng Ms.

Giao tip bng li ni:- n ni lch s, khng khm nm, khng tcao. Cm n, xin php, xin

li l nhng li ni khng bao githa. Ni va nghe, khen ch phi thch hp.

Khng nn ni nhiu v mnh nu khng c yu cu. Khng nn chng hi i

t ca khch, nht l i vi ph n (tui tc, hn nhn, gia nh, lng bng, doanh

thu)

Giao tip bng cch Nt mt :

- Nt mt bao gicng nn vui ti ngay ctrong trng hp mnh c chuyn

ring ng bun hoc c chuyn g khng hi lng v khch.

-Nn ci ng ch, ng lc, ng mc khi c chuyn tht sng ci;

- Nt mt t ra thng cm trc mi kh khn ca khch m mnh bit c.

i mt:- i mt cn c gi l ca s tm hn, c thgip cc bn i tc nhn

su vo pha trong tm hn, nhng suy ngh ca nhau:

- Khi ni, nn thnh thong nhn vo mt ngi nghe thm d phn ng i

vi vn mnh ang ni, trnh gm mt xung t, xung bn hoc ng ni khc;

- i vi nhng vn t nh, nhy cm, trnh nhn chm chm vo mt nginghe lm h i ngi, mt t nhin;

- Khi cn khng chv tc ng vo i phng th cn nhn thng vo mt h.

Cch ca tay, chn- Tay: Khi ni cn c iu b thch hp thm phn sinh ng

v linh hot, tuy nhin, cng khng nn c qu nhiu iu b. Vic dng ngn tay tr


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ch thng vo mt ngi nghe l iu ht sc mt lch s. Cn trnh nhng c chnh:

nh ru, thc tay vo mi, ngoy tai khi ni chuyn vi khch

- Chn:Dng i khoan thai, ng i chn chbt, tay c bi,

trng kh coi, mt t th. Khi ngi khng rung i. Khng ng chng hng hoc haitay chng nnh khi ni chuyn.

2. Mt s lu trong giao tip vi khch nc ngoi:Thi ca chng ta khi tip xc vi ngi nc ngoi cn chn thnh, t

nhin, khng khch kh, nhng cng nn trnh ty tin, xuxa khch c th hiu

lm l ta coi thng h. Ngi khch nc ngoi no khi tip xc vi ta ln u, cng

n thi ca chng ta. Nu gy c cm tnh tt ngay t bui u th s d

dng cho vic tip xc sau ny. Tri li, nu khch cm thy ta lnh nht, qu d

dt, kiu cch s khng c li cho mi quan h gia ta v khch, ng thi cng gy

mt n tng khng p ngay t bui u, lm cho khch kh chu.

Cn khim tn, nhng cng nn trnh xu hng khim tn gi to, trnh t ti,

trnh thi khng tt l t kiu dn tc, khoe khoang thnh tch ca dn tc mnh.

i vi nhng ngi nc nh, cn ch : khng nn lm g, ni g, thi g

khch cm thy l ta khng coi trng nc nh.

Khng bao giph phn, ch trch ch chnh tr x hi, lut l, phong tc,

tp qun, tn gio ca khch nht l tuyt i khng nhn xt, ch trch nhng ngi

lnh o nc h. Cn tn trng nhng iu thing ling ca khch (quc huy, quc

k). Chng ta cn nhn thc rng nc no cng c nhng lut l, phong tc tp qun

hay, bn cnh mt s phong tc tp qun d. Mt nc d vn minh n my cng cth c nhng lut l, phong tc tp qun m chng ta cha cho l hay, l hp, thm ch

cn c nhng lut l, phong tc rt lc hu, d man (nh ch phn bit chng tc,

n p ngi khc mu da...). Bi vy thi ca ngi giao thip khn kho l ch

ni nhng iu hay, ch biu dng nhng u im c tht ca h v trnh khng ni

n nhng iu d.


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Trong tip xc vi khch khng nn a ra nhng vn chnh tr, thi s gay

cn v nn trnh tranh lun gay gt. Nu nh khch chng nu ra nhng vn gay

cn th ta cng nn tm cch li sang nhng chuyn khc.

Trong lc vui chuyn vi khch nn cn nhc k khng nn lm l nhng iub mt. Song cng cn trnh thi qu d dt lm cho khch khng dm chuyn tr

ci m.

Cn gi li ha, do vy, cn cn nhc k nhng xut ca khch. Trng hp

ha, nhng v l do no m khng p ng c th cn ni li cho khch bit

thng cm, ta khng nn li m khng ni li l do khng lm c.

Cn ging cng v, x hi no cng c trt t nht nh. Giao thip gi

ng cng v l cn thit, nu khng khch s hiu lm cho l ta coi thng h.

Nhng nu ta cp cao hn khch th cn cn nhc. Cn phn bit khi ta ng cng

vchiu i khch, hoc tip khch n thm c khc vi khi ta ng cng v ph

trch m phn, tho lun cng vic. Khi tip khch, ta c th tip tt c mi ngi,

cng vkhc nhau, nhng khi tho lun cng vic, m phn th cn ging cng

vtng ng hoc cao hn mt cht so vi khch. Trong nhng cuc gp gchiu

i, thng thng ngi cp thp khng nn chng tm gp lm quen vi nhng

ngi cp cao hn mnh.

Cn bit tn v chc v ca khch tin xng h. p li khch ln th hai

th cn bit tn v chc v hoc ngh nghip ca khch. Ngi khch no cng vy

ng v mt tm l cng s c cm tnh khi ta gi ng tn ca h.

Nu mi cm cn nghin cu k thc n sao cho ph hp vi khu v ca

khch. Trnh lm nhng mn n m khch king kkhng n v l do tn gio, sckhe.

Cn tn trng tp qun sinh hat ca khch. Quan h nam, n gia ngi Chu

u h rt t nhin khc vi ngi Chu (hn tay, hn trn, hn m...).

Cc nc cng nghip pht trin thng c thi quen ging gigic. Ta

cng nn hc tp thi quen lm vic ng gi, hp hnh chiu i ng gi. Hn n

ng gihn, nu v l do t xut n chm cn in thoi xin li v chm tr.


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Trc khi vo nh cn phi g ca, i ngi trong phng tr li cho php

mi mca vo, khi vo hay ra khi phng nhng ca li.

Xin li, cm n l nhng t lun lun ca ming, khi lm iu g phin tai

n ngi khc cn xin li, ngi ta gip mt vic nhcng cn phi cm n. nhng ni cng cng ng ngi khng nn ni to. Nu nghin thuc nn tm ni

cho php hy ht thuc. Nu ngi cnh ph n, mun ht thuc cn hi kin trc

khi ht.

Vma ng i ngoi ng thng i m, mc o chong chng rt nhng

khi vo trong nh nn bm, ci o ngoi ra.

Trong lc n khng nn xa rng, nu c xa rng th nn dng mt tay che

ming. Sau ba n khng nn ngm tm. Ung nc sau ba n khng nn xc ming

gy thnh ting (ng c), nht l nn trnh xc ri nh tot ra gn ch ngi.

Khi ni chuyn vi ph n khng nn hi tui, khng nn hi chuyn ring v

gia nh, chng con... Ph n Chu u khng thch khen bo.

Nu i cng ph n cn th hin s quan tm lc ln xe, xung xe. Khi vo trong nh

gip ci o chong, hoc gip mc o chong hay xch nhng vt nng khi

ln xung xe.

VIII. NHNG IU CN BIT KHI C KHCH HNG MII CHIU I:

Tm hiu ch nh l ai, cp no, mc ch ca bui chiu i, thnh phn d

tic

C i dhay khng i d tic ch tic khng bng, lng tng).

C quy nh trang phc cho bui tic hay khng.

n ng githeo giy mi c bit l tic ngi).

Tic ngi thng c s xp bn tic, trc khi vo phng tic nn quan st

nhn bit ch ngi ca mnh.

Khi ngi xung gh th ly khn n tri trn hai i, khng ci khn ln c o

hay tht lng. Chdng khn n chm thc n ming ch khng dng lau mt.

T th ngi: thng lng v chci u khi n, khng ci tay ln trn bn.

Khi bt u n, chcho ch v khch chnh ly thc n ri mi ly cho mnh.


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ng n ung khi ch v khch pht biu.

Ngi cnh ph n nn mi v nhng ph n ly thc n trc. Khng dng

dng cn ca mnh ly thc n mi ngi khc, khng p ung ru hoc n

nhng mn m ngi khc c khng thch.Ly thc n va phi, n ht mi ly tip.

Ti tic ngi, ly dao, na, tha n tpha ngoi vo pha a, tci xa a n

nht v kt thc vi ci st a n. Nu khng rnh th tinh tquan st ngi khc ri

lm theo. Trnh cm nhm ca ngi khc.

Cm mung, dao bng tay mt. Dao dng xt, khng dng xm thc n

vo ming. Na cm tay tri khi tay mt ang cm dao. Nu chdng na khng c

dao) th cm bng tay phi.

Mun ni chuyn khi n, nn gc dao na ln mp a ln. Tuyt i khng

cm na dao trong tay v ra iu b khi ni chuyn. Va n va ni chuyn t tn.

Cch t dao na xung a ln mang ngha khc nhau: khi n xong hoc

khng mun n na (mc d trong a cn thc n) th t dao na dc trong a ln.

Nu cn ang n hoc mun n thm th t dao na ln hai bn mp a ln.

Trong khi n trnh nhai tp tp.

ng ly ming thc n cui cng trn a. ng yu cu phc v tip ln th

3 cho mt mn n.

Mun xa tm phi dng tay che ming.

Khi d tic ng, ly thc n xong nn ri ngay khi bn, nhng ch cho

ngi khc vo ly thc n.

Khi c vic cn phi v sm, nn gp ch nh gii thch c thng cm.

IX. KINH NGHIM V KNNG GIAO TIP VI NHNGKHCH HNG KHNG HI LNG:

Kinh nghim ch ra rng: phn ln cc khch hng khng hi lng vi sn

phm/dch v ca bn s khng bao gin ngay v ni vi bn rng h thc s

khng tho mn, m h chra 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 mtkhch hng phn nn, bn ng coi l mt s phin toi v hy coi l mt c


39/42


hi vng thay i suy ngh ca khch hng v bn, ng thi gi chn hli 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 hayku ca t pha khch hng:

C khch hng trt ht nhng bc bi ca h. Khng bao gic tranh ci vi khch hng. ng bao gini vi khch hng rng Tht ra qu v chng c vn

g c. l nhng t ng khng thch hp cht no.

Trnh by quan im ca bn theo cch lch s nht m bn c th. Nhn trch nhim gii quyt vn v ng a ra nhiu l do bin

minh. Vic mt nhn vin bm hay li do nh cung cp khng phi l

mi quan tm ca khch hng.

Mau chng hnh ng gii quyt vng mc cho khch hng, a ramt 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 trnn ti t

hn.

Tng thm quyn hn cho cc nhn vin bn hng h c th linhng 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 sa chung v thng xuyn s dng sn phm/dch v m

bn cung cp. Khng nhng th, ngy mt nhiukhch hng


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X. BY LI KHUYN KHI GIAO TIP VI KHCH HNG:1. Hy sdng tn ring ca khch hng

Bn bit rng khch hng lun c mt sng k hay m khch hng v khi

cn h c th thng bo cho bn bit m s. Khi bn nhp con s vo h thng,

bn bit r tn khch hng. Hay nu khch hng a cho bn mt tm th tn dng,

bn cng bit r tn ca h. Bn ng bqua iu ny. Hy dng tn ring ca h khi

bn ni li cho hi, cm n, tm bit.. lm cho bu khng kh trnn nh nhng,

thn thin hn.

2. Khch hng mun c mi tham gia nhng cuc gp g, hpmt

Thng thng, ai cng thch c quan tm c bit, c th chn gin l

nhng li thm hi, chc mng, hay th mi nhn dp l hi. l l do ti sao cc

khch hng thng thch c mi tham d nhng bui gp g, giao lu m cng ty

bn t chc, nhng Cu lc b khch hng thn thit hay bt ciu g em li cho

khch hng cc ln gim gi, dch vc bit, o to, nhng u i no hay s

ngc nhin th v. Nu cng ty bn c nhng cu lc b kiu ny, hy mi cng

nhiu khch hng tham d cng tt, cn nu bn cha c, hy ngh n vic t chc

mt cu lc bnh th.

3. Hi khch hng v nhng li khuyn

Khch hng no cng c sn nhng kin c nhn v cung cch lm vic

ca bn v cng ty bn, v nu hc hi vo thi im thch hp theo nhng cchthch hp, ng thi h cm thy rng bn thc squan tm n cu tr li, khch

hng sa cho bn li khuyn . Nhng tm phiu ly kin c in sn khch

hng tin vo c th rt hu ch, tuy nhin a skhch hng thng thch c tip

xc c nhn hn. Hy to ra c hi cho khch hng c th ni ln tt c nhng g h

suy ngh, v phn thng m khch hng dnh cho bn s l tn sut nhng ln mua

sn phm dch v ca bn ngy mt nhiu hn. Bn hy thng xuyn ngh khch

hng cung cp bn nhng li gp hoc li khuyn, h s lun sn lng. V ai m


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bit c, rt c th mt tng bc t no v nhng sn phm, dch v mi s

n vi cng ty bn ch bng cch lm tng chng nh rt n gin ny.

4. Trn trng khch hngng l i lc bn rt bn rn, h thng dch v ca bn c th qu ti hay

bn ang c n 5 khch hng chin thoi. Tuy nhin, khi khch hng gi in hay

gh thm, bn hy n tip h mt cch nng m chn tnh v lm sao khch hng

cm thy rng bn rt vui khi gp h, lm cho h khng phi bc bi v phi xp hng

chi n lt mnh. Mt nci, mt li cho, hay cu ni Chng ti s phc v

qu v ngay by gi s c tc dng rt ln. Khch hng lun nh gi cao s trn

trng m bn dnh cho h. Nu bn pht l khch hng, bn s cm thy th no

nu khch hng sau cng spht l bn?

5. To ra sngc nhin cho khch hng

Mt cht g phthm vo n t hng hay nhng li ch thch ghi bng

tay s c tc dng tm l rt ln v rt hu ch trong dch vkhch hng. Tng t

nh vy l mt ln gim gi c bit, hay li mi dng th mt mn n Nhng iu

bt ngnh vy khng cn phi tht ln lao, t tin, v cng khng cn thc hin

vo mi thi im. Nu bn nhn c mt s ngc nhin th v, bn c mun chia s

n vi nhng ngi khc khng? Vy th khch hng ca bn chn hn cng s lm

nh vy.

6. Xin li khch hng

Khch hng thng rt kh chu khi phi nghe nhng li bo cha rngnhng vic bn lm chng c g l sai so vi nguyn tc ca cng ty, hay vic bn

khng quan tm n thc t rng n t hng n chm 3 ngy, hoc phn ph ph

thm khng th gim bt, cng nh sn phm m khch t hng ht... Khch hng

lun bit nhng g xy ra, cho d bn c bin hcch no i na. Tt nht l khi c

sai st, bn hy gi ti khch hng mt li xin li. Xin tit l vi bn mt iu kh th

v: Nu bn mc li vi khch hng v xin li ngay sau , khch hng s rt hi lng

v cn yu qu bn nhiu hn trc y. Hnh ng xin li v cam kt a li mt


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dch v tt hn lun hu ch n mc bn c thxo i s bt mn ca khch hng v

chuyn n thnh lng trung thnh, nu sau bn thc hin c nhng g ha.

7. Lng nghe khch hngMt trong nhng vic rt cn thit nu bn mun khch hng cm thy h

c coi trng- l lng nghe. Khi bn thc s lng nghe khch hng, mt cm gic

thoi mi, d chu s xut hin trong lng mi khch hng- bi v s lng nghe chn

thnh l kh him hoi, thm ch ngay c khi bn nh v gia nhng ngi thn.

Hy lng nghe nhng bn khon, thc mc t pha khch hng, lng nghe kin ca

h, lng nghe yu cu ca h. Nh, mt chic cu ni ca s hiu bit sc thit

lp gia bn v khch hng. Khi bn thc s lng nghe, bn c thkhng tin c

rng bn em li cho khch hng cm gic tt p nh th no.

LI KT

Mi chng ta u c thlm c phn ln nhng cng vic trn khng my

kh khn, bi v l cuc sng, l nhng iu nh nht nhng em li nim vui ln

cho khch hng v cho chnh bn. C th, dch v khch hng ca cng ty bn s tr

nn hp dn hn, d dng thc hin hn v nhanh chng to dng c lng trung

thnh t pha khch hng.

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