{"id":11350,"date":"2023-11-02T16:26:26","date_gmt":"2023-11-02T09:26:26","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=11350"},"modified":"2024-09-25T10:39:49","modified_gmt":"2024-09-25T03:39:49","slug":"chien-dich-nang-cao-gia-tri-cot-loi-cua-doanh-nghiep-bang-mystery-shopping","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/chien-dich-nang-cao-gia-tri-cot-loi-cua-doanh-nghiep-bang-mystery-shopping\/","title":{"rendered":"Campaign to enhance core values of business with Mystery Shopping"},"content":{"rendered":"

Nhu c\u1ea7u d\u1ecbch v\u1ee5 c\u1ee7a con ng\u01b0\u1eddi ng\u00e0y c\u00e0ng kh\u1eaft khe th\u00ec vi\u1ec7c \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i t\u1eadp trung v\u00e0o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng cao. \u0110\u00e2y c\u0169ng l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh cho s\u1ef1 th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i c\u1ee7a m\u1ed9t doanh nghi\u1ec7p. B\u1edfi v\u00ec s\u1ef1 c\u1ea1nh tranh trong t\u1ea5t c\u1ea3 c\u00e1c ng\u00e0nh ng\u00e0y c\u00e0ng gay g\u1eaft n\u00ean vi\u1ec7c c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi r\u1ea5t kh\u00f3 kh\u0103n, c\u00f9ng v\u1edbi \u0111\u00f3 t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng t\u0103ng l\u00ean.<\/span><\/em><\/p>\n

\"\"<\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i \u0111ang t\u0103ng l\u00ean<\/em><\/p>\n

Ph\u01b0\u01a1ng ph\u00e1p Kh\u00e1ch h\u00e0ng b\u00ed \u1ea9n \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 v\u00e0 vi\u1ec7c tu\u00e2n th\u1ee7 quy tr\u00ecnh c\u1ee7a nh\u00e2n vi\u00ean. Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y c\u00f2n \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/span><\/p>\n

Chi\u1ebfn d\u1ecbch Mystery Shopping, m\u1edf \u0111\u01b0\u1eddng cho qu\u00e1 tr\u00ecnh n\u00e2ng cao gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i doanh nghi\u1ec7p<\/b><\/span><\/h3>\n
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  • L\u00e0m sao \u0111\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c \u0111i\u1ec3m y\u1ebfu, \u0111i\u1ec3m m\u1ea1nh c\u1ee7a c\u00f4ng ty n\u1eb1m \u1edf \u0111\u00e2u?<\/span><\/li>\n
  • C\u1ea7n t\u1ed5 ch\u1ee9c \u0111\u00e0o t\u1ea1o th\u00eam nh\u00e2n s\u1ef1 nh\u1eefng g\u00ec?\u00a0<\/span><\/li>\n
  • Doanh nghi\u1ec7p c\u00f3 ki\u1ec3m so\u00e1t ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u1edf c\u00f4ng ty kh\u00f4ng?\u00a0<\/span><\/li>\n
  • L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng trong c\u00f4ng ty?\u00a0<\/span><\/li>\n
  • Doanh nghi\u1ec7p c\u00f3 li\u00ean t\u1ee5c \u0111\u1ea3m b\u1ea3o h\u1ec7 th\u1ed1ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 cao kh\u00f4ng?<\/span><\/li>\n<\/ul>\n

    N\u1ebfu kh\u00f4ng th\u1ec3 \u0111\u01b0a ra c\u00e2u tr\u1ea3 l\u1eddi r\u00f5 r\u00e0ng v\u00e0 kh\u00e1ch quan cho nh\u1eefng c\u00e2u h\u1ecfi tr\u00ean, th\u00ec \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 k\u1ebft lu\u1eadn r\u1eb1ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u1edf doanh nghi\u1ec7p ch\u01b0a \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng v\u00e0 ki\u1ec3m so\u00e1t \u0111\u1ea7y \u0111\u1ee7. \u0110\u1ec3 qu\u1ea3n l\u00fd, \u0111o l\u01b0\u1eddng, c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c v\u00e0 duy tr\u00ec d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t, c\u1ea7n ph\u1ea3i tri\u1ec3n khai ho\u1eb7c c\u1ea3i ti\u1ebfn h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.\u00a0<\/span><\/p>\n

    Mystery Shopping (kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt) \u0111\u01b0\u1ee3c c\u00e1c doanh nghi\u1ec7p trong nhi\u1ec1u l\u0129nh v\u1ef1c s\u1eed d\u1ee5ng cho nhi\u1ec1u m\u1ee5c \u0111\u00edch kh\u00e1c nhau. C\u1ee5 th\u1ec3:<\/strong><\/p>\n

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    • Ng\u00e0nh b\u00e1n l\u1ebb s\u1eed d\u1ee5ng nh\u1eefng kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt \u0111\u1ec3 ki\u1ec3m tra d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 quy tr\u00ecnh thanh to\u00e1n c\u1ee7a nh\u00e2n vi\u00ean trong chu\u1ed7i b\u00e1n l\u1ebb c\u1ee7a m\u00ecnh.<\/span><\/li>\n
    • C\u00e1c doanh nghi\u1ec7p tr\u1ef1c tuy\u1ebfn s\u1eed d\u1ee5ng kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt \u0111\u1ec3 ki\u1ec3m tra kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng trang web c\u1ee7a ch\u00ednh doanh nghi\u1ec7p m\u00ecnh, t\u1eeb \u0111\u00f3 ki\u1ec3m tra l\u1ed7i v\u00e0 \u0111\u01b0a ra ph\u01b0\u01a1ng h\u01b0\u1edbng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/span><\/li>\n
    • Ng\u00e0nh truy\u1ec1n th\u00f4ng s\u1eed d\u1ee5ng nh\u1eefng kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt \u0111\u1ec3 theo d\u00f5i xem d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd ph\u1ea3n h\u1ed3i, khi\u1ebfu n\u1ea1i v\u00e0 th\u1eafc m\u1eafc tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng truy\u1ec1n th\u00f4ng c\u00f3 v\u1ea5n \u0111\u1ec1 nh\u01b0 th\u1ebf n\u00e0o.<\/span><\/li>\n
    • Ng\u00e0nh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng nh\u1eefng ng\u01b0\u1eddi mua s\u1eafm b\u00ed m\u1eadt \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng ch\u0103m s\u00f3c v\u00e0 d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd \u0111ang l\u00e0m vi\u1ec7c.<\/span><\/li>\n<\/ul>\n

      B\u00ean c\u1ea1nh nghi\u00ean c\u1ee9u v\u1ec1 con ng\u01b0\u1eddi, s\u1ea3n ph\u1ea9m, quy tr\u00ecnh c\u1ee7a doanh nghi\u1ec7p, gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt c\u0169ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 ph\u00e2n t\u00edch d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh, \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 c\u00e1c y\u00eau c\u1ea7u c\u1ee7a doanh nghi\u1ec7p, s\u1eed d\u1ee5ng \u0111i\u1ec1u n\u00e0y \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ee7a ch\u00ednh h\u1ecd. Nh\u1edd \u0111\u00f3, doanh nghi\u1ec7p lu\u00f4n \u0111i tr\u01b0\u1edbc \u0111\u1ed1i th\u1ee7 m\u1ed9t b\u01b0\u1edbc, gi\u00fap qu\u1ea3ng b\u00e1 th\u01b0\u01a1ng hi\u1ec7u hi\u1ec7u qu\u1ea3 h\u01a1n, gia t\u0103ng doanh s\u1ed1 b\u00e1n h\u00e0ng.<\/span><\/p>\n

      Mystery Shopping gi\u00fap t\u0103ng gi\u00e1 tr\u1ecb hi\u1ec7u su\u1ea5t kinh doanh\u00a0<\/b><\/span><\/h3>\n
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      • \u0110\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng v\u00e0 kh\u1ea3o s\u00e1t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
      • C\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean.<\/span><\/li>\n
      • Mua s\u1eafm b\u00ed \u1ea9n cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 c\u00e1ch nh\u00e2n vi\u00ean l\u00e0m vi\u1ec7c c\u00f3 \u0111\u00fang v\u1edbi t\u00f4n ch\u1ec9 c\u1ee7a doanh nghi\u1ec7p hay kh\u00f4ng, t\u1eeb \u0111\u00f3 ph\u00eda doanh nghi\u1ec7p s\u1ebd c\u00f3 c\u00e1ch \u0111\u00e0o t\u1ea1o t\u1ed1t h\u01a1n n\u1eefa.\u00a0<\/span><\/li>\n
      • Thu th\u1eadp ph\u1ea3n h\u1ed3i, khi\u1ebfu n\u1ea1i v\u00e0 th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh v\u1ea5n \u0111\u1ec1, \u0111\u01b0a ra gi\u1ea3i ph\u00e1p.<\/span><\/li>\n
      • Kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt c\u00f3 th\u1ec3 cung c\u1ea5p cho doanh nghi\u1ec7p nh\u1eefng ph\u1ea3n h\u1ed3i gi\u00fap doanh nghi\u1ec7p c\u00f3 \u0111\u1ecbnh h\u01b0\u1edbng v\u00e0 x\u00e2y d\u1ef1ng l\u1ea1i t\u1eebng \u201c\u0111i\u1ec3m ch\u1ea1m\u201d kh\u00e1ch h\u00e0ng. B\u1edfi, nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 s\u1ebd kh\u00f4ng kh\u00e1ch quan trong vi\u1ec7c b\u00e1o c\u00e1o c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh v\u00ec h\u1ecd bi\u1ebft r\u1eb1ng vi\u1ec7c c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh s\u1ebd khi\u1ebfn h\u1ecd b\u1eadn r\u1ed9n h\u01a1n v\u00e0o cu\u1ed1i ng\u00e0y.<\/span><\/li>\n
      • Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 c\u00e1c s\u1ea3n ph\u1ea9m m\u1edbi ho\u1eb7c \u0111\u00e1nh gi\u00e1 xem s\u1ea3n ph\u1ea9m hi\u1ec7n t\u1ea1i c\u1ee7a doanh nghi\u1ec7p \u0111ang b\u00e1n ch\u1ea1y nh\u01b0 th\u1ebf n\u00e0o.<\/span><\/li>\n<\/ul>\n

        Mystery Shopping ki\u1ec3m tra kh\u1ea3o s\u00e1t nh\u1eefng g\u00ec v\u1edbi c\u00e1c ti\u00eau ch\u00ed ra sao?<\/b><\/span><\/h3>\n

        M\u1ee5c \u0111\u00edch c\u1ee7a vi\u1ec7c mua s\u1eafm b\u00ed \u1ea9n l\u00e0 qu\u00e1 tr\u00ecnh t\u1ef1 ki\u1ec3m tra c\u1ee7a doanh nghi\u1ec7p \u0111\u00f3. N\u00f3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 t\u00ecm hi\u1ec3u xem nh\u00e2n vi\u00ean c\u00f3 tu\u00e2n th\u1ee7 c\u00e1c h\u01b0\u1edbng d\u1eabn v\u00e0 quy \u0111\u1ecbnh hay kh\u00f4ng.<\/span><\/p>\n

        Nh\u1eefng ti\u00eau ch\u00ed tr\u1ecdng t\u00e2m m\u00e0 doanh nghi\u1ec7p c\u1ea7n ki\u1ec3m tra:<\/span><\/p>\n

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        • Quality of service<\/span><\/li>\n
        • Giao di\u1ec7n doanh nghi\u1ec7p<\/span><\/li>\n
        • Ch\u1ea5t l\u01b0\u1ee3ng b\u00e1n h\u00e0ng<\/span><\/li>\n
        • Ch\u1ea5t l\u01b0\u1ee3ng t\u01b0 v\u1ea5n<\/span><\/li>\n
        • T\u00ednh trung th\u1ef1c c\u1ee7a nh\u00e2n vi\u00ean<\/span><\/li>\n
        • S\u1ef1 ch\u00ednh x\u00e1c c\u1ee7a nh\u00e2n vi\u00ean<\/span><\/li>\n
        • \u2026 C\u00e1c ti\u00eau ch\u00ed kh\u00e1c theo nhu c\u1ea7u c\u1ee7a t\u1eebng \u0111\u01a1n v\u1ecb<\/span><\/li>\n<\/ul>\n

          \"\"<\/p>\n

          Mystery Shopping t\u1ea1i Bellsystem24 Vietnam s\u1ebd c\u00f3 nh\u1eefng b\u1ea3ng kh\u1ea3o s\u00e1t \u0111\u00e1nh gi\u00e1 theo nhu c\u1ea7u v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a m\u1ed7i doanh nghi\u1ec7p kh\u00e1c nhau<\/em><\/p>\n

          \u0110\u1ed1i v\u1edbi m\u1ed7i ng\u00e0nh ngh\u1ec1, d\u1ecbch v\u1ee5 Mystery Shopping t\u1ea1i Bellsystem24 Vietnam s\u1ebd c\u00f3 nh\u1eefng b\u1ea3ng kh\u1ea3o s\u00e1t \u0111\u00e1nh gi\u00e1 theo nhu c\u1ea7u v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a m\u1ed7i doanh nghi\u1ec7p kh\u00e1c nhau. V\u00ed d\u1ee5:<\/span><\/p>\n

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          • \u0110\u1ed1i v\u1edbi ng\u00e0nh t\u00e0i ch\u00ednh – ng\u00e2n h\u00e0ng: Ch\u1ecdn l\u1ecdc nh\u1eefng MSP c\u00f3 chuy\u00ean m\u00f4n nghi\u1ec7p v\u1ee5 t\u1ed1t nh\u1ea5t \u0111\u1ec3 th\u1ef1c hi\u1ec7n. X\u00e1c \u0111\u1ecbnh nh\u1eefng c\u00e1ch ti\u1ebfp x\u00fac v\u00e0 t\u01b0\u01a1ng t\u00e1c t\u1ef1 nhi\u00ean ph\u00f9 h\u1ee3p d\u1ef1a tr\u00ean k\u1ecbch b\u1ea3n \u0111\u01b0\u1ee3c l\u00ean k\u1ebf ho\u1ea1ch v\u00e0 \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n. S\u1eed d\u1ee5ng nh\u1eefng d\u1ee5ng c\u1ee5 quay h\u00ecnh v\u00e0 ghi \u00e2m c\u00f3 k\u00edch th\u01b0\u1edbc r\u1ea5t nh\u1ecf \u0111\u1ec3 thao t\u00e1c.<\/span><\/li>\n
          • \u0110\u1ed1i v\u1edbi ng\u00e0nh F&B: Ch\u1ecdn l\u1ecdc nh\u0169ng MSP c\u00f3 chuy\u00ean m\u00f4n nghi\u1ec7p v\u1ee5 t\u1ed1t, \u0111\u00f2i h\u1ecfi s\u1ef1 tinh t\u1ebf v\u00e0 tinh vi trong quan s\u00e1t. X\u00e1c \u0111\u1ecbnh, training c\u00e1c k\u1ecbch b\u1ea3n t\u00e1c nghi\u1ec7p nh\u01b0: l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 v\u00e0o v\u00e0 \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c ph\u00f2ng b\u1ebfp c\u1ee7a nh\u00e0 h\u00e0ng, c\u00e1c d\u1ea5u hi\u1ec7u nh\u1eadn bi\u1ebft c\u00e1c lo\u1ea1i th\u1ee9c \u0103n kh\u00f4ng \u0111\u1ea1t ti\u00eau chu\u1ea9n. S\u1eed d\u1ee5ng nh\u1eefng d\u1ee5ng c\u1ee5 quay h\u00ecnh v\u00e0 ghi \u00e2m ch\u1ea5t l\u01b0\u1ee3ng \u0111\u1ec3 ghi nh\u1eadn hi\u1ec7n tr\u01b0\u1eddng.<\/span><\/li>\n<\/ul>\n

            N\u1ebfu doanh nghi\u1ec7p b\u1ea1n \u0111ang t\u00ecm ki\u1ebfm m\u1ed9t \u0111\u1ed9i ng\u0169 \u0111\u00e1ng tin c\u1eady v\u00e0 gi\u00e0u kinh nghi\u1ec7m \u0111\u1ec3 ki\u1ec3m tra \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5, nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh, th\u00ec kh\u00f4ng \u0111\u00e2u kh\u00e1c ngo\u00e0i Bellsystem24 Vietnam – Ti\u00ean phong v\u00e0 d\u1eabn \u0111\u1ea7u v\u1ec1 Mystery Shopping t\u1ea1i Vi\u1ec7t Nam. Ch\u00fang t\u00f4i chuy\u00ean cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u00ed m\u1eadt ch\u1eafc ch\u1eafn \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a doanh nghi\u1ec7p b\u1ea1n v\u00e0 \u0110\u1ed9i ng\u0169 d\u1ecbch v\u1ee5 gi\u00e0u kinh nghi\u1ec7m c\u1ee7a ch\u00fang t\u00f4i lu\u00f4n s\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1 doanh nghi\u1ec7p b\u1ea1n n\u1ebfu b\u1ea1n c\u00f3 b\u1ea5t k\u1ef3 c\u00e2u h\u1ecfi th\u1eafc m\u1eafc n\u00e0o.<\/span><\/p>\n

            \n

            Please contact hotline 1900 1739 for free consultation.<\/em><\/strong><\/span><\/p>\n<\/blockquote>\n

            <\/div>","protected":false},"excerpt":{"rendered":"

            Nhu c\u1ea7u d\u1ecbch v\u1ee5 c\u1ee7a con ng\u01b0\u1eddi ng\u00e0y c\u00e0ng kh\u1eaft khe th\u00ec vi\u1ec7c \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, gi\u00e1 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