{"id":1955,"date":"2022-04-14T10:16:01","date_gmt":"2022-04-14T03:16:01","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=1955"},"modified":"2026-06-09T16:00:06","modified_gmt":"2026-06-09T09:00:06","slug":"handling-customer-complaints","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/handling-customer-complaints\/","title":{"rendered":"Quy tr\u00ecnh 8 b\u01b0\u1edbc x\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3"},"content":{"rendered":"<p>Theo nghi\u00ean c\u1ee9u c\u1ee7a Lee Resources, c\u1ee9 100 kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, ch\u1ec9 c\u00f3 4 ng\u01b0\u1eddi ch\u1ee7 \u0111\u1ed9ng khi\u1ebfu n\u1ea1i, 96 ng\u01b0\u1eddi c\u00f2n l\u1ea1i \u00e2m th\u1ea7m r\u1eddi \u0111i. V\u1edbi chi ph\u00ed thu h\u00fat m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi cao g\u1ea5p 5\u20137 l\u1ea7n so v\u1edbi chi ph\u00ed duy tr\u00ec m\u1ed9t kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3, m\u1ed9t quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng y\u1ebfu k\u00e9m \u0111ang tr\u1ef1c ti\u1ebfp l\u00e0m t\u0103ng t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf (churn) v\u00e0 b\u00e0o m\u00f2n doanh thu.<\/p>\n<p>Nh\u01b0ng ngh\u1ecbch l\u00fd \u1edf ch\u1ed7: m\u1ed9t khi\u1ebfu n\u1ea1i \u0111\u01b0\u1ee3c x\u1eed l\u00fd t\u1ed1t c\u00f3 th\u1ec3 l\u00e0m t\u0103ng l\u00f2ng trung th\u00e0nh h\u01a1n c\u1ea3 khi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 kh\u00f4ng c\u00f3 v\u1ea5n \u0111\u1ec1 g\u00ec. \u0110\u00e2y l\u00e0 nguy\u00ean l\u00fd &#8220;Service Recovery Paradox&#8221;, v\u00e0 nhi\u1ec1u doanh nghi\u1ec7p h\u00e0ng \u0111\u1ea7u \u0111\u00e3 khai th\u00e1c \u0111i\u1ec1u n\u00e0y m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng.<\/p>\n<p>B\u00e0i vi\u1ebft n\u00e0y tr\u00ecnh b\u00e0y quy tr\u00ecnh 8 b\u01b0\u1edbc x\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3, c\u00f9ng ph\u00e2n t\u00edch t\u00e1c \u0111\u1ed9ng kinh doanh th\u1ef1c t\u1ebf \u0111\u1ec3 \u0111\u1ed9i ng\u0169 v\u1eadn h\u00e0nh v\u00e0 qu\u1ea3n l\u00fd c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng ngay.<\/p>\n<h2>Khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec v\u00e0 t\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n x\u1eed l\u00fd \u0111\u00fang c\u00e1ch?<\/h2>\n<p>Khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng l\u00e0 ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c khi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c tr\u1ea3i nghi\u1ec7m kh\u00f4ng \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 c\u00f3 th\u1ec3 \u0111\u1ebfn qua nhi\u1ec1u k\u00eanh: t\u1ed5ng \u0111\u00e0i, email, m\u1ea1ng x\u00e3 h\u1ed9i, chat tr\u1ef1c tuy\u1ebfn, ho\u1eb7c tr\u1ef1c ti\u1ebfp t\u1ea1i \u0111i\u1ec3m b\u00e1n.<\/p>\n<p>Nhi\u1ec1u doanh nghi\u1ec7p v\u1eabn nh\u00ecn nh\u1eadn khi\u1ebfu n\u1ea1i nh\u01b0 m\u1ed9t r\u1ee7i ro c\u1ea7n ki\u1ec3m so\u00e1t. T\u01b0 duy n\u00e0y d\u1eabn \u0111\u1ebfn ch\u00ednh s\u00e1ch th\u01b0\u1edfng ph\u1ea1t d\u1ef1a tr\u00ean s\u1ed1 l\u01b0\u1ee3ng khi\u1ebfu n\u1ea1i, khi\u1ebfn nh\u00e2n vi\u00ean n\u00e9 tr\u00e1nh thay v\u00ec ti\u1ebfp nh\u1eadn. D\u1eabn \u0111\u1ebfn h\u1ec7 qu\u1ea3 l\u00e0 v\u1ea5n \u0111\u1ec1 kh\u00f4ng \u0111\u01b0\u1ee3c ghi nh\u1eadn, kh\u00f4ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, v\u00e0 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf trong im l\u1eb7ng.<\/p>\n<p>V\u1eady c\u00f3 c\u00e1ch n\u00e0o ti\u1ebfp c\u1eadn hi\u1ec7u qu\u1ea3 h\u01a1n kh\u00f4ng?<\/p>\n<p>Theo BSV, c\u00e1ch ti\u1ebfp c\u1eadn hi\u1ec7u qu\u1ea3 h\u01a1n l\u00e0 xem m\u1ed7i khi\u1ebfu n\u1ea1i l\u00e0 t\u00edn hi\u1ec7u v\u1eadn h\u00e0nh, m\u1ed9t ngu\u1ed3n d\u1eef li\u1ec7u mi\u1ec5n ph\u00ed \u0111\u1ec3 ph\u01a1i b\u00e0y \u0111i\u1ec3m y\u1ebfu trong quy tr\u00ecnh, s\u1ea3n ph\u1ea9m, ho\u1eb7c nh\u00e2n s\u1ef1.<\/p>\n<h2>Quy tr\u00ecnh 8 b\u01b0\u1edbc x\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/khieunai_7dc59b96ac6443dfaffb66bdc60269f9.jpg\" alt=\"8 steps for handling complaints\" \/><\/p>\n<h3>B\u01b0\u1edbc 1: C\u1ea3m \u01a1n kh\u00e1ch h\u00e0ng \u0111\u00e3 ph\u1ea3n h\u1ed3i<\/h3>\n<p>Ph\u1ea3n x\u1ea1 \u0111\u1ea7u ti\u00ean c\u1ee7a nhi\u1ec1u nh\u00e2n vi\u00ean khi nghe khi\u1ebfu n\u1ea1i l\u00e0 xin l\u1ed7i ngay l\u1eadp t\u1ee9c, k\u1ec3 c\u1ea3 khi ch\u01b0a hi\u1ec3u r\u00f5 v\u1ea5n \u0111\u1ec1. \u0110i\u1ec1u n\u00e0y khi\u1ebfn nh\u00e2n vi\u00ean b\u1ecb \u0111\u1eb7t v\u00e0o th\u1ebf b\u1ecb \u0111\u1ed9ng v\u00e0 c\u00f3 th\u1ec3 l\u00e0m t\u0103ng k\u1ef3 v\u1ecdng \u0111\u1ec1n b\u00f9 c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng \u0111\u00fang ch\u1ed7.<\/p>\n<p>Thay v\u00e0o \u0111\u00f3, h\u00e3y b\u1eaft \u0111\u1ea7u b\u1eb1ng l\u1eddi c\u1ea3m \u01a1n ch\u00e2n th\u00e0nh: <em>&#8220;C\u1ea3m \u01a1n anh\/ch\u1ecb \u0111\u00e3 th\u00f4ng b\u00e1o cho ch\u00fang t\u00f4i. Ph\u1ea3n h\u1ed3i n\u00e0y r\u1ea5t quan tr\u1ecdng \u0111\u1ec3 ch\u00fang t\u00f4i c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5.&#8221;<\/em><\/p>\n<p><strong>T\u1ea1i sao \u0111i\u1ec1u n\u00e0y l\u1ea1i hi\u1ec7u qu\u1ea3?<\/strong><\/p>\n<p>B\u00ean c\u1ea1nh s\u1ef1 than phi\u1ec1n, kh\u00e1ch h\u00e0ng khi\u1ebfu n\u1ea1i l\u00e0 nh\u1eefng ng\u01b0\u1eddi v\u1eabn c\u00f2n mu\u1ed1n doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n. H\u1ecd ch\u01b0a t\u1eeb b\u1ecf. Ghi nh\u1eadn \u0111i\u1ec1u \u0111\u00f3 ngay t\u1eeb \u0111\u1ea7u s\u1ebd t\u1ea1o ra n\u1ec1n t\u1ea3ng \u0111\u1ed1i tho\u1ea1i t\u00edch c\u1ef1c.<\/p>\n<h3>B\u01b0\u1edbc 2: L\u00e0m r\u00f5 nguy\u00ean nh\u00e2n v\u00e0 thu th\u1eadp th\u00f4ng tin<\/h3>\n<p>\u0110\u00e2y l\u00e0 b\u01b0\u1edbc th\u1ec3 hi\u1ec7n n\u0103ng l\u1ef1c l\u1eafng nghe c\u1ee7a \u0111\u1ed9i ng\u0169 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/customer-care-service\/\">customer service<\/a><\/span>. Khi kh\u00e1ch h\u00e0ng \u0111ang b\u1ee9c x\u00fac, h\u1ecd th\u01b0\u1eddng di\u1ec5n \u0111\u1ea1t c\u1ea3m x\u00fac thay v\u00ec m\u00f4 t\u1ea3 v\u1ea5n \u0111\u1ec1 th\u1ef1c t\u1ebf. Nhi\u1ec7m v\u1ee5 c\u1ee7a nh\u00e2n vi\u00ean l\u00e0 \u0111\u1eb7t c\u00e2u h\u1ecfi m\u1edf \u0111\u1ec3 d\u1eabn d\u1eaft kh\u00e1ch h\u00e0ng v\u1ec1 \u0111\u00fang n\u1ed9i dung c\u1ea7n x\u1eed l\u00fd.<\/p>\n<p>M\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi hi\u1ec7u qu\u1ea3:<\/p>\n<ul>\n<li><em>&#8220;Anh\/ch\u1ecb c\u00f3 th\u1ec3 m\u00f4 t\u1ea3 c\u1ee5 th\u1ec3 \u0111i\u1ec1u g\u00ec \u0111\u00e3 x\u1ea3y ra kh\u00f4ng?&#8221;<\/em><\/li>\n<li><em>&#8220;V\u1ea5n \u0111\u1ec1 n\u00e0y b\u1eaft \u0111\u1ea7u t\u1eeb l\u00fac n\u00e0o?&#8221;<\/em><\/li>\n<li><em>&#8220;\u0110i\u1ec1u n\u00e0y \u1ea3nh h\u01b0\u1edfng nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ebfn anh\/ch\u1ecb?&#8221;<\/em><\/li>\n<\/ul>\n<p>L\u01b0u \u00fd ghi ch\u00e9p \u0111\u1ea7y \u0111\u1ee7 \u0111\u1ec3 ph\u00e2n t\u00edch, v\u00ec \u0111\u00f4i khi khi\u1ebfu n\u1ea1i b\u1ec1 m\u1eb7t ch\u1ec9 l\u00e0 d\u1ea5u hi\u1ec7u c\u1ee7a m\u1ed9t v\u1ea5n \u0111\u1ec1 h\u1ec7 th\u1ed1ng l\u1edbn h\u01a1n.<\/p>\n<h3>B\u01b0\u1edbc 3: Xin l\u1ed7i ho\u1eb7c th\u1ec3 hi\u1ec7n \u0111\u1ed3ng c\u1ea3m<\/h3>\n<p>Sau khi \u0111\u00e3 hi\u1ec3u r\u00f5 v\u1ea5n \u0111\u1ec1, m\u1edbi \u0111\u1ebfn l\u00fac xin l\u1ed7i (n\u1ebfu l\u1ed7i thu\u1ed9c v\u1ec1 doanh nghi\u1ec7p) ho\u1eb7c th\u1ec3 hi\u1ec7n s\u1ef1 \u0111\u1ed3ng c\u1ea3m (n\u1ebfu v\u1ea5n \u0111\u1ec1 n\u1eb1m ngo\u00e0i t\u1ea7m ki\u1ec3m so\u00e1t).<\/p>\n<p>V\u00ed d\u1ee5 \u0111\u1ed3ng c\u1ea3m ph\u00f9 h\u1ee3p: <em>&#8220;T\u00f4i hi\u1ec3u \u0111i\u1ec1u n\u00e0y g\u00e2y ra b\u1ea5t ti\u1ec7n l\u1edbn cho anh\/ch\u1ecb. Ch\u00fang t\u00f4i s\u1ebd l\u00e0m h\u1ebft s\u1ee9c \u0111\u1ec3 gi\u1ea3i quy\u1ebft nhanh nh\u1ea5t c\u00f3 th\u1ec3 trong ph\u1ea1m vi 2 gi\u1edd.&#8221;<\/em><\/p>\n<p>Tr\u00e1nh c\u00e2u xin l\u1ed7i chung chung, kh\u00f4ng c\u00f3 n\u1ed9i dung c\u1ee5 th\u1ec3 ho\u1eb7c kh\u00f4ng \u0111i \u0111\u1ebfn k\u1ebft qu\u1ea3, ch\u00fang s\u1ebd l\u00e0m gi\u1ea3m \u0111\u1ed9 tin c\u1eady thay v\u00ec t\u0103ng. <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-service-experience\/\">Tr\u1ea3i nghi\u1ec7m trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a><\/span> cho th\u1ea5y s\u1ef1 \u0111\u1ed3ng c\u1ea3m ch\u00e2n th\u1ef1c c\u00f3 t\u00e1c \u0111\u1ed9ng m\u1ea1nh h\u01a1n nhi\u1ec1u so v\u1edbi l\u1eddi xin l\u1ed7i h\u00ecnh th\u1ee9c.<\/p>\n<h3>B\u01b0\u1edbc 4: Cam k\u1ebft th\u1eddi h\u1ea1n x\u1eed l\u00fd c\u1ee5 th\u1ec3<\/h3>\n<p>Kh\u00e1ch h\u00e0ng kh\u00f4ng mu\u1ed1n nghe &#8220;ch\u00fang t\u00f4i s\u1ebd x\u1eed l\u00fd s\u1edbm nh\u1ea5t c\u00f3 th\u1ec3.&#8221; H\u1ecd c\u1ea7n m\u1ed9t con s\u1ed1 c\u1ee5 th\u1ec3.<\/p>\n<p>\u0110\u1ec3 nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u c\u00f3 th\u1ec3 \u0111\u01b0a ra cam k\u1ebft ch\u00ednh x\u00e1c, doanh nghi\u1ec7p c\u1ea7n x\u00e2y d\u1ef1ng tr\u01b0\u1edbc <strong><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/how-to-calculate-service-level-in-a-call-center\/\">b\u1ea3ng SLA<\/a><\/span> n\u1ed9i b\u1ed9<\/strong> cho c\u00e1c lo\u1ea1i khi\u1ebfu n\u1ea1i ph\u1ed5 bi\u1ebfn. V\u00ed d\u1ee5: ho\u00e0n ti\u1ec1n trong 3\u20135 ng\u00e0y l\u00e0m vi\u1ec7c, ph\u1ea3n h\u1ed3i k\u1ef9 thu\u1eadt trong 24 gi\u1edd, v.v. V\u1edbi tr\u01b0\u1eddng h\u1ee3p ph\u1ee9c t\u1ea1p n\u1eb1m ngo\u00e0i th\u1ea9m quy\u1ec1n, nh\u00e2n vi\u00ean c\u1ea7n bi\u1ebft chuy\u1ec3n ti\u1ebfp \u0111\u1ebfn ai v\u00e0 ph\u1ea3n h\u1ed3i cho kh\u00e1ch trong bao l\u00e2u.<\/p>\n<p>Cam k\u1ebft th\u1eddi h\u1ea1n r\u00f5 r\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng m\u1ea1nh nh\u1ea5t \u0111\u1ebfn <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\"><span style=\"color: #ff6600;\">\u0111i\u1ec3m CSAT<\/span><\/a> sau khi khi\u1ebfu n\u1ea1i \u0111\u01b0\u1ee3c x\u1eed l\u00fd.<\/p>\n<h3>B\u01b0\u1edbc 5: Gi\u1ea3i quy\u1ebft \u0111\u00fang th\u1eddi h\u1ea1n \u0111\u00e3 cam k\u1ebft<\/h3>\n<p>Ti\u1ebfp nh\u1eadn khi\u1ebfu n\u1ea1i l\u00e0 b\u01b0\u1edbc m\u1ed9t, nh\u01b0ng th\u1ef1c thi m\u1edbi quy\u1ebft \u0111\u1ecbnh k\u1ebft qu\u1ea3. V\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u01b0\u1ee3c \u01b0u ti\u00ean trong h\u00e0ng \u0111\u1ee3i x\u1eed l\u00fd.<\/p>\n<p>N\u1ebfu v\u1ea5n \u0111\u1ec1 v\u01b0\u1ee3t qu\u00e1 ph\u1ea1m vi c\u1ee7a nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u, quy tr\u00ecnh leo thang (escalation) ph\u1ea3i \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf r\u00f5 r\u00e0ng:<\/p>\n<ul>\n<li>Ai ti\u1ebfp nh\u1eadn ti\u1ebfp theo, trong bao l\u00e2u<\/li>\n<li>v\u00e0 ai ch\u1ecbu tr\u00e1ch nhi\u1ec7m theo d\u00f5i \u0111\u1ebfn khi gi\u1ea3i quy\u1ebft xong.<\/li>\n<li>K\u1ebft qu\u1ea3 \u0111\u1ea7u ra l\u00e0 g\u00ec?<\/li>\n<\/ul>\n<p>Tuy\u1ec7t \u0111\u1ed1i kh\u00f4ng \u0111\u1ec3 khi\u1ebfu n\u1ea1i &#8220;r\u01a1i v\u00e0o v\u00f9ng x\u00e1m&#8221; gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn.<\/p>\n<p>\u0110\u00e2y l\u00e0 l\u00fd do nhi\u1ec1u doanh nghi\u1ec7p l\u1ef1a ch\u1ecdn <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-center\/\">d\u1ecbch v\u1ee5 Contact Center<\/a><\/span> chuy\u00ean nghi\u1ec7p v\u1edbi quy tr\u00ecnh escalation \u0111\u01b0\u1ee3c chu\u1ea9n h\u00f3a thay v\u00ec t\u1ef1 x\u00e2y d\u1ef1ng n\u1ed9i b\u1ed9.<\/p>\n<h3>B\u01b0\u1edbc 6: C\u1eadp nh\u1eadt tr\u1ea1ng th\u00e1i v\u00e0 th\u00f4ng b\u00e1o sau khi gi\u1ea3i quy\u1ebft<\/h3>\n<p>Sau khi v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, ng\u01b0\u1eddi li\u00ean h\u1ec7 x\u00e1c nh\u1eadn n\u00ean l\u00e0 c\u1ea5p qu\u1ea3n l\u00fd (Team Leader ho\u1eb7c Supervisor) thay v\u00ec nh\u00e2n vi\u00ean ban \u0111\u1ea7u ti\u1ebfp nh\u1eadn. B\u00ean c\u1ea1nh y\u1ebfu t\u1ed1 th\u1ea9m quy\u1ec1n, \u0111i\u1ec1u n\u00e0y c\u00f2n gi\u00fap doanh nghi\u1ec7p truy\u1ec1n \u0111i th\u00f4ng \u0111i\u1ec7p: ch\u00fang t\u00f4i coi tr\u1ecdng ph\u1ea3n h\u1ed3i n\u00e0y \u0111\u1ebfn m\u1ee9c c\u1ea5p qu\u1ea3n l\u00fd tr\u1ef1c ti\u1ebfp theo d\u00f5i.<\/p>\n<p>\u0110\u00e2y l\u00e0 \u0111i\u1ec3m c\u00f3 t\u00e1c \u0111\u1ed9ng cao trong h\u00e0nh tr\u00ecnh ph\u1ee5c h\u1ed3i ni\u1ec1m tin, nh\u01b0ng th\u01b0\u1eddng b\u1ecb b\u1ecf qua trong quy tr\u00ecnh n\u1ed9i b\u1ed9.<\/p>\n<h3>B\u01b0\u1edbc 7: G\u1eedi m\u00f3n qu\u00e0 c\u1ea3m \u01a1n (Gift of Appreciation)<\/h3>\n<p>M\u1ed9t h\u00e0nh \u0111\u1ed9ng nh\u1ecf sau khi v\u1ea5n \u0111\u1ec1 \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft (kh\u00f4ng ph\u1ea3i tr\u01b0\u1edbc) th\u1ec3 hi\u1ec7n doanh nghi\u1ec7p th\u1ef1c s\u1ef1 tr\u00e2n tr\u1ecdng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 \u00fd ngh\u0129a ho\u00e0n to\u00e0n kh\u00e1c v\u1edbi &#8220;\u0111\u1ec1n b\u00f9&#8221; hay &#8220;xin l\u1ed7i b\u1eb1ng qu\u00e0 t\u1eb7ng.&#8221;<\/p>\n<p>Nh\u01b0ng c\u00f3 hai nguy\u00ean t\u1eafc c\u1ea7n tu\u00e2n th\u1ee7:<\/p>\n<ul>\n<li>Ch\u1ec9 t\u1eb7ng sau khi \u0111\u00e3 x\u1eed l\u00fd xong: kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u00ec mu\u1ed1n v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, kh\u00f4ng ph\u1ea3i v\u00ec mu\u1ed1n nh\u1eadn qu\u00e0.<\/li>\n<li>N\u00ean c\u00f3 ng\u00e2n s\u00e1ch v\u00e0 quy tr\u00ecnh duy\u1ec7t: Doanh nghi\u1ec7p n\u00ean x\u00e1c \u0111\u1ecbnh r\u00f5 c\u00e1c tr\u01b0\u1eddng h\u1ee3p n\u00e0o th\u00ec n\u00ean t\u1eb7ng qu\u00e0, ho\u1eb7c c\u00e1c h\u00ecnh th\u1ee9c c\u1ea3m \u01a1n kh\u00e1c nhau t\u00f9y theo m\u1ee9c \u0111\u1ed9 c\u1ee7a s\u1ef1 vi\u1ec7c, tr\u00e1nh nh\u00e2n vi\u00ean t\u1ef1 quy\u1ebft \u0111\u1ecbnh t\u00f9y ti\u1ec7n ho\u1eb7c ng\u01b0\u1ee3c l\u1ea1i, nh\u01b0 v\u1eady s\u1ebd kh\u00f4ng ai d\u00e1m t\u1eb7ng v\u00ec s\u1ee3 sai quy tr\u00ecnh.<\/li>\n<\/ul>\n<p>V\u00ed d\u1ee5: khi m\u1ed9t \u0111\u1ea1i l\u00fd \u00f4 t\u00f4 xe h\u01a1i khi\u1ebfn kh\u00e1ch h\u00e0ng tr\u1ec5 chuy\u1ebfn bay v\u00ec s\u1ef1 c\u1ed1 k\u1ef9 thu\u1eadt, \u0111\u1ed9i ng\u0169 d\u1ecbch v\u1ee5 kh\u00f4ng ch\u1ec9 s\u1eeda xe m\u00e0 c\u00f2n c\u1eed ng\u01b0\u1eddi \u0111\u01b0a kh\u00e1ch \u0111\u1ebfn s\u00e2n bay, sau \u0111\u00f3 mang xe \u0111\u1ebfn t\u1eadn n\u01a1i c\u00f9ng m\u1ed9t h\u1ed9p socola. Chi ph\u00ed th\u1ef1c t\u1ebf cho h\u00e0nh \u0111\u1ed9ng n\u00e0y kh\u00f4ng l\u1edbn, nh\u01b0ng t\u1ea1o ra gi\u00e1 tr\u1ecb truy\u1ec1n mi\u1ec7ng v\u00e0 x\u00e2y d\u1ef1ng ni\u1ec1m tin.<\/p>\n<h3>B\u01b0\u1edbc 8: Ph\u00e2n t\u00edch g\u1ed1c r\u1ec5 v\u00e0 ng\u0103n t\u00e1i di\u1ec5n<\/h3>\n<p>X\u1eed l\u00fd xong m\u1ed9t khi\u1ebfu n\u1ea1i l\u00e0 ch\u01b0a \u0111\u1ee7. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ch\u1ea5p nh\u1eadn m\u1ed9t l\u1ed7i x\u1ea3y ra l\u1ea7n \u0111\u1ea7u, nh\u01b0ng s\u1ebd kh\u00f4ng tha th\u1ee9 khi n\u00f3 l\u1eb7p l\u1ea1i.<\/p>\n<p>Do \u0111\u00f3 m\u1ed7i khi\u1ebfu n\u1ea1i c\u1ea7n \u0111\u01b0\u1ee3c ghi nh\u1eadn v\u00e0o h\u1ec7 th\u1ed1ng, ph\u00e2n lo\u1ea1i theo nh\u00f3m nguy\u00ean nh\u00e2n (s\u1ea3n ph\u1ea9m, quy tr\u00ecnh, nh\u00e2n s\u1ef1, k\u1ef9 thu\u1eadt), v\u00e0 \u0111\u01b0a v\u00e0o chu tr\u00ecnh c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c. \u0110\u00e2y l\u00e0 n\u1ec1n t\u1ea3ng \u0111\u1ec3 <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-satisfaction-survey-2\/\"><span style=\"color: #ff6600;\">\u0111o l\u01b0\u1eddng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/span><\/a> m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng, thay v\u00ec ph\u1ea3n \u1ee9ng theo t\u1eebng t\u00ecnh hu\u1ed1ng.<\/p>\n<h2>T\u00e1c \u0111\u1ed9ng kinh doanh c\u1ee7a quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i hi\u1ec7u qu\u1ea3<\/h2>\n<p>M\u1ed9t quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf t\u1ed1t s\u1ebd t\u00e1c \u0111\u1ed9ng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn c\u00e1c ch\u1ec9 s\u1ed1 v\u1eadn h\u00e0nh quan tr\u1ecdng:<\/p>\n<ul>\n<li><strong>Gi\u1ea3m Customer Churn Rate (CCR):<\/strong> Theo Bain &amp; Company, t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng th\u00eam 5% c\u00f3 th\u1ec3 t\u0103ng l\u1ee3i nhu\u1eadn t\u1eeb 25\u201395%. Kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c x\u1eed l\u00fd khi\u1ebfu n\u1ea1i t\u1ed1t c\u00f3 t\u1ef7 l\u1ec7 quay l\u1ea1i cao h\u01a1n \u0111\u00e1ng k\u1ec3 so v\u1edbi kh\u00e1ch h\u00e0ng ch\u01b0a t\u1eebng khi\u1ebfu n\u1ea1i.<\/li>\n<li><strong>C\u1ea3i thi\u1ec7n NPS v\u00e0 CSAT:<\/strong> Kh\u00e1ch h\u00e0ng tr\u1ea3i qua quy tr\u00ecnh ph\u1ee5c h\u1ed3i d\u1ecbch v\u1ee5 xu\u1ea5t s\u1eafc th\u01b0\u1eddng cho \u0111i\u1ec3m <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\">NPS<\/a><\/span> cao h\u01a1n m\u1ee9c b\u00ecnh th\u01b0\u1eddng, \u0111\u00e2y l\u00e0 c\u01a1 s\u1edf c\u1ee7a Service Recovery Paradox.<\/li>\n<li><strong>Reduce operating costs:<\/strong> X\u1eed l\u00fd khi\u1ebfu n\u1ea1i \u0111\u00fang ngay l\u1ea7n \u0111\u1ea7u (First Contact Resolution \u2013 <a href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/first-contact-resolution\/\"><span style=\"color: #ff6600;\">FCR<\/span><\/a>) gi\u1ea3m t\u1ea3i cho h\u00e0ng \u0111\u1ee3i h\u1ed7 tr\u1ee3, gi\u1ea3m AHT v\u00e0 gi\u1ea3m chi ph\u00ed v\u1eadn h\u00e0nh t\u1ed5ng th\u1ec3.<\/li>\n<li><strong>T\u1ea1o d\u1eef li\u1ec7u c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5:<\/strong> Khi\u1ebfu n\u1ea1i \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i v\u00e0 ph\u00e2n t\u00edch \u0111\u00fang c\u00e1ch l\u00e0 ngu\u1ed3n insight ch\u1ea5t l\u01b0\u1ee3ng cao m\u00e0 doanh nghi\u1ec7p kh\u00f4ng c\u1ea7n tr\u1ea3 th\u00eam chi ph\u00ed nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng.<\/li>\n<\/ul>\n<h2>\u0110i\u1ec1u ki\u1ec7n \u0111\u1ec3 quy tr\u00ecnh n\u00e0y v\u1eadn h\u00e0nh hi\u1ec7u qu\u1ea3<\/h2>\n<p>Quy tr\u00ecnh 8 b\u01b0\u1edbc ch\u1ec9 ph\u00e1t huy t\u00e1c d\u1ee5ng khi c\u00f3 \u0111\u1ee7 ba y\u1ebfu t\u1ed1 n\u1ec1n t\u1ea3ng:<\/p>\n<p><strong>Nh\u00e2n s\u1ef1 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n:<\/strong> Nh\u00e2n s\u1ef1 c\u1ea7n c\u00f3 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-service-mindset\/\">customer service mindset<\/a><\/span>. N\u1eafm v\u1eef k\u1ef9 n\u0103ng l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng, qu\u1ea3n l\u00fd c\u1ea3m x\u00fac, v\u00e0 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng b\u1ea5t th\u01b0\u1eddng. \u0110\u00e2y l\u00e0 l\u00fd do nhi\u1ec1u doanh nghi\u1ec7p \u0111\u1ea7u t\u01b0 v\u00e0o c\u00e1c <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/customer-experience-science\/\">kh\u00f3a h\u1ecdc n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a><\/span> cho \u0111\u1ed9i ng\u0169 tuy\u1ebfn \u0111\u1ea7u.<\/p>\n<p><strong>H\u1ec7 th\u1ed1ng ti\u1ebfp nh\u1eadn \u0111a k\u00eanh:<\/strong> Kh\u00e1ch h\u00e0ng hi\u1ec7n nay li\u00ean h\u1ec7 qua nhi\u1ec1u \u0111i\u1ec3m ch\u1ea1m (t\u1ed5ng \u0111\u00e0i, email, chat, m\u1ea1ng x\u00e3 h\u1ed9i) m\u1ed9t c\u00e1ch ch\u1ed3ng ch\u00e9o. N\u1ebfu m\u1ed7i k\u00eanh v\u1eadn h\u00e0nh \u0111\u1ed9c l\u1eadp, khi\u1ebfu n\u1ea1i d\u1ec5 b\u1ecb b\u1ecf s\u00f3t ho\u1eb7c x\u1eed l\u00fd kh\u00f4ng nh\u1ea5t qu\u00e1n. M\u00f4 h\u00ecnh <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/omni-channel-contact-center\/\">omni-channel<\/a><\/span> gi\u00fap h\u1ee3p nh\u1ea5t lu\u1ed3ng th\u00f4ng tin v\u00e0 \u0111\u1ea3m b\u1ea3o m\u1ecdi khi\u1ebfu n\u1ea1i \u0111\u1ec1u \u0111\u01b0\u1ee3c theo d\u00f5i \u0111\u1ebfn c\u00f9ng.<\/p>\n<p><strong>Quy tr\u00ecnh \u0111\u01b0\u1ee3c chu\u1ea9n h\u00f3a v\u00e0 \u0111o l\u01b0\u1eddng:<\/strong> N\u1ebfu Kh\u00f4ng c\u00f3 SLA r\u00f5 r\u00e0ng, kh\u00f4ng c\u00f3 KPI theo d\u00f5i, kh\u00f4ng c\u00f3 c\u01a1 ch\u1ebf ph\u1ea3n h\u1ed3i n\u1ed9i b\u1ed9, th\u00ec d\u00f9 quy tr\u00ecnh c\u00f3 hay \u0111\u1ebfn \u0111\u00e2u c\u0169ng kh\u00f4ng th\u1ec3 tri\u1ec3n khai \u1ed5n \u0111\u1ecbnh \u1edf quy m\u00f4 l\u1edbn.<\/p>\n<p>X\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 c\u00f4ng vi\u1ec7c &#8220;ch\u1eefa ch\u00e1y.&#8221; Khi \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u00fang, \u0111\u00e2y l\u00e0 m\u1ed9t quy tr\u00ecnh chi\u1ebfn l\u01b0\u1ee3c gi\u00fap doanh nghi\u1ec7p thu th\u1eadp insight, c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5, v\u00e0 bi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng th\u00e0nh ng\u01b0\u1eddi \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<p>Th\u00e1ch th\u1ee9c th\u1ef1c t\u1ebf n\u1eb1m \u1edf vi\u1ec7c duy tr\u00ec ch\u1ea5t l\u01b0\u1ee3ng x\u1eed l\u00fd khi kh\u1ed1i l\u01b0\u1ee3ng khi\u1ebfu n\u1ea1i t\u0103ng, \u0111\u1ed9i ng\u0169 lu\u00e2n chuy\u1ec3n cao, v\u00e0 y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng \u0111a d\u1ea1ng h\u01a1n.<\/p>\n<hr \/>\n<p><strong>Bellsystem24 Vietnam<\/strong> c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i chu\u1ea9n h\u00f3a th\u00f4ng qua d\u1ecbch v\u1ee5 Contact Center Inbound, \u0111\u00e0o t\u1ea1o k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, v\u00e0 t\u01b0 v\u1ea5n c\u1ea3i thi\u1ec7n CX. V\u1edbi <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/company-overview\/\"><strong>20 n\u0103m kinh nghi\u1ec7m<\/strong><\/a><\/span>, x\u1eed l\u00fd <strong>500.000 t\u01b0\u01a1ng t\u00e1c m\u1ed7i ng\u00e0y<\/strong> v\u00e0 t\u1ef7 l\u1ec7 \u0111\u00e1p \u1ee9ng SLA \u0111\u1ea1t <strong>95%<\/strong>, BSV \u0111ang \u0111\u1ed3ng h\u00e0nh c\u00f9ng h\u01a1n <strong>300 doanh nghi\u1ec7p<\/strong> trong v\u00e0 ngo\u00e0i n\u01b0\u1edbc.<\/p>\n<p>Li\u00ean h\u1ec7 \u0111\u1ed9i ng\u0169 t\u01b0 v\u1ea5n:<\/p>\n<ul>\n<li><strong>Hotline:<\/strong> 1900 1739<\/li>\n<li><strong>E-mail:<\/strong> contact@bs24vietnam.vn<\/li>\n<li><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-us\/\"><b>Form t\u01b0 v\u1ea5n<\/b><\/a><\/span><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Theo nghi\u00ean c\u1ee9u c\u1ee7a Lee Resources, c\u1ee9 100 kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, ch\u1ec9 c\u00f3 4 ng\u01b0\u1eddi ch\u1ee7 \u0111\u1ed9ng khi\u1ebfu [&hellip;]<\/p>","protected":false},"author":1,"featured_media":1956,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[8],"tags":[39],"class_list":["post-1955","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-ex-loyalty","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Quy tr\u00ecnh 8 b\u01b0\u1edbc x\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/title>\n<meta name=\"description\" content=\"X\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng \u0111\u00fang c\u00e1ch gi\u00fap doanh nghi\u1ec7p gi\u1ea3m t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf, c\u1ea3i thi\u1ec7n CSAT v\u00e0 bi\u1ebfn ph\u00e0n n\u00e0n th\u00e0nh c\u01a1 h\u1ed9i gi\u1eef ch\u00e2n. 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