{"id":9493,"date":"2021-06-15T15:03:38","date_gmt":"2021-06-15T08:03:38","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=9493"},"modified":"2021-06-15T15:03:38","modified_gmt":"2021-06-15T08:03:38","slug":"5-buoc-xay-dung-van-hoa-lay-khach-hang-lam-trung-tam-phan-ii","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/5-buoc-xay-dung-van-hoa-lay-khach-hang-lam-trung-tam-phan-ii\/","title":{"rendered":"5 B\u01b0\u1edbc X\u00e2y D\u1ef1ng V\u0103n H\u00f3a L\u1ea5y Kh\u00e1ch H\u00e0ng L\u00e0m Trung T\u00e2m Ph\u1ea7n II"},"content":{"rendered":"<p>&#8211;&gt; <a href=\"https:\/\/miraway.vn\/5-buoc-xay-dung-van-hoa-lay-khach-hang-lam-trung-tam-phan-i\/\">5 B\u01b0\u1edbc X\u00e2y D\u1ef1ng V\u0103n H\u00f3a L\u1ea5y Kh\u00e1ch H\u00e0ng L\u00e0m Trung T\u00e2m Ph\u1ea7n I<\/a><\/p>\n<h2><strong>3. T\u1ea1o \u0111i\u1ec1u ki\u1ec7n thu\u1eadn l\u1ee3i cho qu\u00e1 tr\u00ecnh giao ti\u1ebfp.<\/strong><\/h2>\n<p>V\u00ec sao c\u00e1c doanh nghi\u1ec7p l\u1ea1i th\u01b0\u1eddng s\u1eed d\u1ee5ng NPS v\u00e0 CSAT \u0111\u1ec3 kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng? <span style=\"font-weight: 400\">V\u00ec \u0111\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch \u0111\u01a1n gi\u1ea3n, \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 cung c\u1ea5p th\u00f4ng tin chi ti\u1ebft cho doanh nghi\u1ec7p. <\/span><\/p>\n<p><span style=\"font-weight: 400\">Gi\u00fap kh\u00e1ch h\u00e0ng \u0111\u01b0a ra ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u00e0 d\u1ec5 d\u00e0ng l\u00e0 c\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd. <\/span><span style=\"font-weight: 400\">C\u00f3 r\u1ea5t nhi\u1ec1u c\u00e1ch \u0111\u1ec3 giao ti\u1ebfp v\u00e0 thu th\u1eadp <a href=\"https:\/\/miraway.vn\/giai-phap\/phan-hoi-khach-hang\/\">ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng<\/a> trong su\u1ed1t v\u00f2ng \u0111\u1eddi mua h\u00e0ng c\u1ee7a h\u1ecd nh\u01b0:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400\">Truy\u1ec1n th\u00f4ng ti\u1ebfp th\u1ecb qua email<\/span><\/li>\n<li><span style=\"font-weight: 400\">Nh\u1eafn tin trong \u1ee9ng d\u1ee5ng<\/span><\/li>\n<li><span style=\"font-weight: 400\">B\u1ea3n tin<\/span><\/li>\n<li><span style=\"font-weight: 400\">Tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp<\/span><\/li>\n<li><span style=\"font-weight: 400\">Kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/li>\n<li><span style=\"font-weight: 400\">Theo d\u00f5i email<\/span><\/li>\n<li>S\u1eed d\u1ee5ng m\u1ea1ng x\u00e3 h\u1ed9i&#8230;<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-9532\" src=\"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/06\/xay-dung-van-hoa-lay-khach-hang-lam-trung-tam-1.jpg\" alt=\"\" width=\"650\" height=\"381\" \/><\/p>\n<p><span style=\"font-weight: 400\">H\u00e3y cung c\u1ea5p cho kh\u00e1ch h\u00e0ng nhi\u1ec1u l\u1ef1a ch\u1ecdn \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. B\u1ea1n c\u00e0ng ti\u1ebfp c\u1eadn theo nhi\u1ec1u h\u01b0\u1edbng, b\u1ea1n c\u00e0ng hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. Quan tr\u1ecdng h\u01a1n l\u00e0, c\u00f3 th\u1ec3 giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng \u1edf b\u1ea5t c\u1ee9 \u0111\u00e2u, b\u1ea5t c\u1ee9 khi n\u00e0o h\u1ecd d\u00e0nh th\u1eddi gian c\u1ee7a h\u1ecd \u0111\u1ec3 ph\u1ea3n h\u1ed3i. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n c\u00f3 th\u1ec3 li\u00ean t\u1ee5c cho kh\u00e1ch h\u00e0ng th\u1ea5y b\u1ea1n \u0111ang t\u00edch c\u1ef1c l\u00e0m vi\u1ec7c nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/span><\/p>\n<h2><b>4. Ki\u1ec3m tra, \u0111\u00e1nh gi\u00e1 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng h\u00e0ng th\u00e1ng.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">H\u00e3y lu\u00f4n c\u1eadp nh\u1eadt nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u1ea3o lu\u1eadn c\u00e1c gi\u1ea3i ph\u00e1p gi\u00fap c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n ph\u1ea3i gi\u1ea3i quy\u1ebft m\u1ecdi v\u1ea5n \u0111\u1ec1 ngay l\u1eadp t\u1ee9c. Nh\u01b0ng cu\u1ed9c th\u1ea3o lu\u1eadn n\u00e0y l\u00e0 th\u1eddi gian \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 nh\u1eefng g\u00ec b\u1ea1n c\u00f3 th\u1ec3 thay \u0111\u1ed5i, nh\u1eefng g\u00ec kh\u00f4ng th\u1ec3 v\u00e0 nh\u1eefng g\u00ec b\u1ea1n c\u00f3 th\u1ec3 th\u00fac \u0111\u1ea9y trong t\u01b0\u01a1ng lai..<\/span><\/p>\n<p><span style=\"font-weight: 400\">Vi\u1ec7c thu th\u1eadp ph\u1ea3n h\u1ed3i th\u01b0\u1eddng xuy\u00ean s\u1ebd nh\u1eafc nh\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n r\u1eb1ng b\u1ea1n \u0111ang l\u1eafng nghe h\u1ecd. Khi b\u1ea1n thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0 b\u1eaft \u0111\u1ea7u th\u1ef1c hi\u1ec7n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i ti\u1ebfn, h\u00e3y t\u1eadn d\u1ee5ng c\u01a1 h\u1ed9i \u0111\u1ec3 ti\u1ebfp c\u1eadn v\u00e0 th\u00f4ng b\u00e1o nh\u1eefng thay \u0111\u1ed5i \u0111\u00f3 cho kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span style=\"font-weight: 400\">C\u00e1c \u0111\u00e1nh gi\u00e1 h\u00e0ng th\u00e1ng c\u0169ng nh\u1eafc nh\u1edf doanh nghi\u1ec7p t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c t\u1eadp trung v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y \u0111\u01b0a ch\u00fang ta \u0111\u1ebfn m\u1ed9t trong nh\u1eefng v\u1ea5n \u0111\u1ec1 quan tr\u1ecdng nh\u1ea5t c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0: th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m gi\u1eefa c\u00e1c ph\u00f2ng ban.<\/span><\/p>\n<h2><b>5 Truy\u1ec1n b\u00e1 v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong c\u00e1c ph\u00f2ng ban.<\/b><\/h2>\n<p><span style=\"font-weight: 400\">Nh\u1eefng th\u01b0\u01a1ng hi\u1ec7u th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m t\u1ed1t nh\u1ea5t \u0111\u00e3 bi\u1ebfn kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh n\u1ec1n t\u1ea3ng v\u0103n h\u00f3a doanh nghi\u1ec7p c\u1ee7a h\u1ecd.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">V\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00f2i h\u1ecfi s\u1ef1 cam k\u1ebft gi\u1eefa c\u00e1c ph\u00f2ng ban v\u00e0 s\u1ef1 hi\u1ec3u bi\u1ebft t\u1eeb t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean v\u1ec1 vai tr\u00f2 c\u1ee7a h\u1ecd trong vi\u1ec7c l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng. <\/span><span style=\"font-weight: 400\">Khi doanh nghi\u1ec7p truy\u1ec1n c\u1ea3m h\u1ee9ng v\u00e0 \u0111am m\u00ea v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0o m\u1ecdi kh\u00eda c\u1ea1nh c\u1ee7a c\u00f4ng vi\u1ec7c, nh\u00e2n vi\u00ean s\u1ebd mang theo \u0111i\u1ec1u \u0111\u00f3 v\u00e0o c\u00f4ng vi\u1ec7c h\u00e0ng ng\u00e0y c\u1ee7a h\u1ecd.<\/span><\/p>\n<p><span style=\"font-weight: 400\">H\u00e3y truy\u1ec1n \u0111\u1ea1t th\u00f4ng \u0111i\u1ec7p kh\u00e1ch h\u00e0ng l\u00e0 ch\u00eca kh\u00f3a l\u00e0m n\u00ean th\u00e0nh c\u00f4ng c\u1ee7a m\u1ecdi ph\u00f2ng ban t\u1eeb d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ebfn b\u00e1n h\u00e0ng, ti\u1ebfp th\u1ecb \u0111\u1ebfn s\u1ea3n ph\u1ea9m\u2026.m\u1ecdi b\u1ed9 ph\u1eadn \u0111\u1ec1u c\u00f3 \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng. V\u00ec v\u1eady t\u1ea5t c\u1ea3 \u0111\u1ec1u ph\u1ea3i chung tay g\u00f3p ph\u1ea7n v\u00e0o vi\u1ec7c c\u1ea3i thi\u1ec7n s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n<p><span style=\"font-weight: 400\">\u0110\u1eb7t nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng l\u00ean tr\u00ean t\u1ea5t c\u1ea3, \u0111i\u1ec1u \u0111\u00f3 kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n ph\u1ea3i \u00e1p d\u1ee5ng t\u00e2m l\u00fd \u201ckh\u00e1ch h\u00e0ng lu\u00f4n \u0111\u00fang\u201d. Nh\u01b0ng b\u1ea1n n\u00ean d\u1ef1 \u0111o\u00e1n tr\u01b0\u1edbc nhu c\u1ea7u c\u1ee7a h\u1ecd v\u00e0 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Cu\u1ed1i c\u00f9ng b\u1ea1n n\u00ean t\u1eadp trung v\u00e0o vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. \u0110i\u1ec1u \u0111\u00f3 c\u00f3 ngh\u0129a l\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi h\u1ecd m\u1ecdi l\u00fac, m\u1ecdi n\u01a1i tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n, li\u1ec1n m\u1ea1ch. \u0110\u00f4i khi b\u1ea1n n\u00ean c\u00f3 m\u1ed9t s\u1ed1 m\u00f3n qu\u00e0 nh\u1ecf t\u1eb7ng cho kh\u00e1ch h\u00e0ng v\u00ec l\u00f2ng trung th\u00e0nh m\u00e0 h\u1ecd d\u00e0nh cho th\u01b0\u01a1ng hi\u1ec7u.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 ti\u1ebfp t\u1ee5c thu th\u1eadp, \u0111\u00e1nh gi\u00e1 ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd. \u0110\u1eb7t kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0o trung t\u00e2m c\u1ee7a m\u1ecdi vi\u1ec7c b\u1ea1n l\u00e0m t\u1eeb ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m \u0111\u1ebfn chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb s\u1ebd khi\u1ebfn b\u1ea1n tr\u1edf n\u00ean kh\u00e1c bi\u1ec7t so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a m\u00ecnh.<\/span><\/p>\n<h2><strong>V\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">Ng\u00e0y nay ng\u01b0\u1eddi d\u00f9ng th\u01b0\u1eddng c\u00f3 xu h\u01b0\u1edbng chia s\u1ebb m\u1ecdi th\u1ee9 tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1eb7c bi\u1ec7t l\u00e0 c\u00e1c tr\u1ea3i nghi\u1ec7m t\u1ed1t, x\u1ea5u khi ti\u00eau d\u00f9ng. Gi\u1edd \u0111\u00e2y, h\u01a1n bao gi\u1edd h\u1ebft \u0111i\u1ec1u quan tr\u1ecdng \u0111\u00f3i v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u l\u00e0 ph\u1ea3i bi\u1ebft v\u00e0 hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd \u1edf m\u1ee9c \u0111\u1ed9 s\u00e2u h\u01a1n.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kinh doanh c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o v\u0103n h\u00f3a doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. Kh\u00f4ng c\u00f3 con \u0111\u01b0\u1eddng t\u1eaft n\u00e0o \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, n\u00f3 b\u1eaft \u0111\u1ea7u t\u1eeb b\u00ean trong doanh nghi\u1ec7p. Khi b\u1ea1n c\u00f3 m\u1ed9t \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean \u0111am m\u00ea tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, h\u00e0o h\u1ee9ng th\u1ef1c hi\u1ec7n thay \u0111\u1ed5i v\u00e0 s\u1eb5n s\u00e0ng ch\u1ea5p nh\u1eadn th\u1eed th\u00e1ch, l\u00fac \u0111\u00f3 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111\u00e3 b\u1eaft \u0111\u1ea7u \u0111i \u0111\u00fang h\u01b0\u1edbng.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8211;&gt; 5 B\u01b0\u1edbc X\u00e2y D\u1ef1ng V\u0103n H\u00f3a L\u1ea5y Kh\u00e1ch H\u00e0ng L\u00e0m Trung T\u00e2m Ph\u1ea7n I 3. T\u1ea1o \u0111i\u1ec1u ki\u1ec7n thu\u1eadn l\u1ee3i cho qu\u00e1 tr\u00ecnh giao ti\u1ebfp. V\u00ec sao c\u00e1c doanh nghi\u1ec7p l\u1ea1i th\u01b0\u1eddng s\u1eed d\u1ee5ng NPS v\u00e0 CSAT \u0111\u1ec3 kh\u1ea3o s\u00e1t m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng? V\u00ec \u0111\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch [&#8230;]\n","protected":false},"author":1,"featured_media":9532,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[1],"tags":[185],"class_list":["post-9493","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-centric","tag-customer-centric"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/06\/xay-dung-van-hoa-lay-khach-hang-lam-trung-tam-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/9493"}],"collection":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/comments?post=9493"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/9493\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/9532"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=9493"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=9493"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=9493"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}