{"id":6650,"date":"2021-09-11T17:20:32","date_gmt":"2021-09-11T10:20:32","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6650"},"modified":"2025-10-20T11:50:44","modified_gmt":"2025-10-20T04:50:44","slug":"so-do-quy-trinh-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/so-do-quy-trinh-cham-soc-khach-hang\/","title":{"rendered":"DETAILED, EFFECTIVE CUSTOMER CARE PROCESS DIAGRAM"},"content":{"rendered":"<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">A satisfied customer can bring in new customers and increase revenue for the business. Therefore, enhancing customer care efficiency<\/span>\u00a0<span style=\"font-weight: 400;\">l\u00e0 y\u00eau c\u1ea7u b\u1eaft bu\u1ed9c. Tuy nhi\u00ean kh\u00f4ng ph\u1ea3i doanh nghi\u1ec7p n\u00e0o c\u0169ng n\u1eafm \u0111\u01b0\u1ee3c <\/span><b>customer care process<\/b><span style=\"font-weight: 400;\">\u00a0effective to solve this problem.<\/span><\/span><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-21249 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Customer-service-process.jpg\" alt=\"Customer service process\" width=\"1024\" height=\"768\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Customer-service-process.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Customer-service-process-300x225.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Customer-service-process-768x576.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/Customer-service-process-16x12.jpg 16w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 20pt;\"><b>Why does customer care need a systematic process?<\/b><\/span><\/h2>\n<p><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-customer-care\/\">Customer service<\/a><\/span> b\u1eaft bu\u1ed9c ph\u1ea3i c\u00f3 quy tr\u00ecnh b\u00e0i b\u1ea3n v\u00ec n\u00f3 gi\u00fap doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c 4 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i:<\/p>\n<ul>\n<li>T\u00ednh nh\u1ea5t qu\u00e1n,<\/li>\n<li>T\u00ednh hi\u1ec7u qu\u1ea3<\/li>\n<li>C\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng<\/li>\n<li>Kh\u1ea3 n\u0103ng linh ho\u1ea1t m\u1edf r\u1ed9ng.<\/li>\n<\/ul>\n<p>N\u1ebfu kh\u00f4ng c\u00f3 quy tr\u00ecnh, b\u1ed9 ph\u1eadn CSKH s\u1ebd d\u1ec5 r\u01a1i v\u00e0o t\u00ecnh tr\u1ea1ng &#8220;ch\u1eefa ch\u00e1y&#8221; h\u1ed7n lo\u1ea1n, l\u00e0m vi\u1ec7c theo c\u1ea3m t\u00ednh, g\u00e2y t\u1ed1n k\u00e9m chi ph\u00ed v\u00e0 l\u00e0m m\u1ea5t l\u00f2ng kh\u00e1ch h\u00e0ng.<\/p>\n<blockquote><p>T\u1ea1i Bellsystem24 Vi\u1ec7t Nam, ch\u00fang t\u00f4i c\u00f3 nh\u1eefng <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/case-study\/linh-hoat-trong-quan-ly-toi-uu-van-hanh-lich-vuc-hang-khong\/\">d\u1ef1 \u00e1n m\u00e0 l\u01b0u l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi c\u1ee7a t\u1ed5ng \u0111\u00e0i CSKH mang t\u00ednh th\u1eddi v\u1ee5<\/a><\/span> (trung b\u00ecnh kho\u1ea3ng 1000 cu\u1ed9c g\u1ecdi\/ng\u00e0y, nh\u01b0ng v\u00e0o d\u1ecbp L\u1ec5 c\u00f3 th\u1ec3 t\u0103ng \u0111\u1ebfn 5000 cu\u1ed9c\/ng\u00e0y), do \u0111\u00f3, n\u00eau kh\u00f4ng c\u00f3 quy tr\u00ecnh CSKH b\u00e0i b\u1ea3n s\u1ebd d\u1eabn \u0111\u1ebfn &#8220;V\u1ee1 tr\u1eadn&#8221; v\u00e0o nh\u1eefng ng\u00e0y cao \u0111i\u1ec3m.<\/p><\/blockquote>\n<p>M\u1ed9t quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf b\u00e0i b\u1ea3n kh\u00f4ng ch\u1ec9 gi\u00fap <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/4-strategies-to-help-businesses-retain-customers-effectively\/\">t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/a><\/span> m\u00e0 c\u00f2n bi\u1ebfn h\u1ecd th\u00e0nh nh\u1eefng \u0111\u1ea1i s\u1ee9 th\u01b0\u01a1ng hi\u1ec7u trung th\u00e0nh.\u00a0<span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"> Hi\u1ec3u m\u1ed9t c\u00e1ch \u0111\u01a1n gi\u1ea3n, <span style=\"color: #000000; font-size: 12pt;\"><span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"http:\/\/bell24vietnam.vn\/en\/pages\/dich-vu-thue-ngoai-cham-soc-khach-hang\/\">Customer Service\u00a0<\/a><\/span><span style=\"font-weight: 400;\">t\u1ed1t s\u1ebd th\u1ecfa m\u00e3n \u0111\u01b0\u1ee3c nhi\u1ec1u kh\u00eda c\u1ea1nh c\u1ee7a nhu c\u1ea7u kh\u00e1ch h\u00e0ng<\/span><\/span>, t\u1ea1o ra \u0111\u00f4\u0323ng l\u01b0\u0323c l\u1edbn \u0111\u1ec3 h\u1ecd quay tr\u1edf l\u1ea1i ho\u1eb7c gi\u1edbi thi\u1ec7u kh\u00e1ch h\u00e0ng m\u1edbi cho doanh nghi\u1ec7p.<\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 20pt;\"><b>Customer care process diagram<\/b><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">To maintain customer satisfaction, addressing customer needs must be done in the best possible way and in line with business processes.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"wp-image-21248 size-full aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/So-do-quy-trinh-CSKh.jpg\" alt=\"Customer Service Process Diagram\" width=\"1024\" height=\"768\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/So-do-quy-trinh-CSKh.jpg 1024w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/So-do-quy-trinh-CSKh-300x225.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/So-do-quy-trinh-CSKh-768x576.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2021\/09\/So-do-quy-trinh-CSKh-16x12.jpg 16w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><em><span style=\"color: #000000;\">Step 1: Identify common goals<\/span><\/em><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh k\u1ebft qu\u1ea3 cu\u1ed1i c\u00f9ng c\u1ea7n h\u01b0\u1edbng t\u1edbi (gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc m\u1eaft hay m\u1edf r\u1ed9ng t\u1ec7p kh\u00e1ch h\u00e0ng\u2026) cho c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, v\u00e0o c\u00e1c giai \u0111o\u1ea1n nh\u1ea5t \u0111\u1ecbnh.<\/span><\/p>\n<p><strong>X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau c\u1ea7n tu\u00e2n th\u1ee7 nguy\u00ean t\u1eafc S.M.A.R.T<\/strong><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"><img decoding=\"async\" class=\"wp-image-19869 size-full aligncenter\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_SMART.jpg\" alt=\"smart principle\" width=\"800\" height=\"289\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_SMART.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_SMART-300x108.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_SMART-768x277.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_SMART-18x7.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">The interests of customers can conflict with the interests of the business. Therefore, a rather important detail in the first step of building a<\/span><b>\u00a0<\/b>customer care process<b>\u00a0<\/b><span style=\"font-weight: 400;\">To be <strong>ph\u1ea3i x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c gi\u1edbi h\u1ea1n kh\u1ea3 n\u0103ng h\u00f4\u0303 tr\u1ee3 kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u00e0m g\u00ec va\u0300 kh\u00f4ng th\u1ec3 l\u00e0m g\u00ec.<\/strong><\/span><\/span><\/p>\n<p>V\u00ed d\u1ee5 v\u1ec1 m\u1ee5c ti\u00eau ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng:<\/p>\n<ul>\n<li class=\"whitespace-normal break-words\">T\u0103ng \u0111i\u1ec3m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng (CSAT) l\u00ean tr\u00ean 90%<\/li>\n<li class=\"whitespace-normal break-words\">Gi\u1ea3m th\u1eddi gian ph\u1ea3n h\u1ed3i xu\u1ed1ng d\u01b0\u1edbi 2 gi\u1edd<\/li>\n<li class=\"whitespace-normal break-words\">\u0110\u1ea1t t\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 l\u1ea7n \u0111\u1ea7u (FCR) tr\u00ean 80%<\/li>\n<li class=\"whitespace-normal break-words\">T\u0103ng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng l\u00ean 40%<\/li>\n<\/ul>\n<p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-satisfaction-survey-2\/\">10 Customer Experience Metrics<\/a><\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><em><strong><span style=\"color: #000000;\">B\u01b0\u1edbc 2: Ph\u00e2n loa\u0323i t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng<\/span><\/strong><\/em><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">M\u1ed7i nh\u00f3m kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 c\u00e1c \u0111\u1eb7c th\u00f9 v\u1ec1 th\u00f3i quen ti\u00eau d\u00f9ng, kha\u0309 n\u0103ng chi tra\u0309 kh\u00e1c nhau. Vi\u1ec7c x\u00e2y d\u1ef1ng quy tr\u00ecnh <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-experience-2\/\">ch\u0103m s\u00f3c mang t\u00ednh c\u00e1 nh\u00e2n h\u00f3a<\/a><\/span> n\u00e0y s\u1ebd khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y m\u00ecnh \u0111\u01b0\u1ee3c y\u00eau m\u1ebfn, coi tr\u1ecdng v\u00e0 tin t\u01b0\u1edfng v\u00e0o s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n h\u01a1n.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-19976 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_CCR-5.jpg\" alt=\"personalize the customer experience\" width=\"800\" height=\"310\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_CCR-5.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_CCR-5-300x116.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_CCR-5-768x298.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/Web_CCR-5-18x7.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><em><span style=\"color: #000000;\"><span style=\"font-weight: 400;\">For example, older customers or those who live alone will enjoy conversation more, so businesses need to pay attention to the \u201clittle things\u201d.<\/span>\u00a0<span style=\"font-weight: 400;\">to satisfy the feeling of being heard more.\u00a0<\/span><\/span><\/em><\/span><\/p>\n<h3>B\u01b0\u1edbc 3: Thi\u1ebft l\u1eadp c\u00e1c k\u00eanh ti\u1ebfp x\u00fac<\/h3>\n<p class=\"whitespace-normal break-words\">D\u1ef1a v\u00e0o \u0111\u1eb7c \u0111i\u1ec3m kh\u00e1ch h\u00e0ng h\u00e3y x\u00e2y d\u1ef1ng c\u00e1c k\u00eanh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p. Nh\u00ecn chung kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i mong mu\u1ed1n \u0111\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c qua nhi\u1ec1u k\u00eanh kh\u00e1c nhau. Quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 c\u1ea7n t\u00edch h\u1ee3p \u0111a k\u00eanh:<\/p>\n<ul class=\"[&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc space-y-2.5 pl-7\">\n<li class=\"whitespace-normal break-words\"><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-call-center\/\"><strong>Call center<\/strong><\/a><\/span>: K\u00eanh truy\u1ec1n th\u1ed1ng nh\u01b0ng v\u1eabn quan tr\u1ecdng cho c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ea7n gi\u1ea3i quy\u1ebft nhanh, \u0111\u1eb7c bi\u1ec7t l\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 quan tr\u1ecdng.<\/li>\n<li class=\"whitespace-normal break-words\"><strong>E-mail<\/strong>: Ph\u00f9 h\u1ee3p cho c\u00e1c y\u00eau c\u1ea7u ph\u1ee9c t\u1ea1p c\u1ea7n th\u1eddi gian x\u1eed l\u00fd<\/li>\n<li class=\"whitespace-normal break-words\"><strong>Live chat<\/strong>: \u0110\u00e1p \u1ee9ng nhu c\u1ea7u h\u1ed7 tr\u1ee3 t\u1ee9c th\u00ec khi kh\u00e1ch h\u00e0ng \u0111ang l\u01b0\u1edbt web<\/li>\n<li class=\"whitespace-normal break-words\"><strong>Social network<\/strong>: Facebook, Zalo gi\u00fap ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng, thu\u1eadn ti\u1ec7n.<\/li>\n<li class=\"whitespace-normal break-words\"><strong>Chatbot AI<\/strong>: T\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p, ho\u1ea1t \u0111\u1ed9ng 24\/7<\/li>\n<\/ul>\n<p class=\"whitespace-normal break-words\">Trong th\u1eddi \u0111\u1ea1i m\u00e0 nhi\u1ec1u doanh nghi\u1ec7p xem tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 c\u1ea1nh tranh ch\u00ednh, vi\u1ec7c \u0111\u00e1p \u1ee9ng \u0111a k\u00eanh l\u00e0 b\u1eaft bu\u1ed9c &#8211; th\u1eadm ch\u00ed l\u00e0 ch\u01b0a \u0111\u1ee7, h\u1ecd c\u00f2n quan t\u00e2m \u0111\u1ebfn vi\u1ec7c t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch v\u00e0 \u0111\u1ed3ng b\u1ed9 \u1edf t\u1ea5t c\u1ea3 c\u00e1c k\u1ec7nh.<\/p>\n<p class=\"whitespace-normal break-words\"><strong> See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/omni-channel-contact-center\/\">OmniChannel &#8211; N\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111a k\u00eanh h\u1ee3p nh\u1ea5t.<\/a><\/span><\/p>\n<h3><em>B\u01b0\u1edbc 4:\u00a0\u0110\u00e0o T\u1ea1o \u0110\u1ed9i Ng\u0169 Ch\u0103m S\u00f3c Kh\u00e1ch H\u00e0ng<\/em><\/h3>\n<p class=\"whitespace-normal break-words\">Con ng\u01b0\u1eddi l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh th\u00e0nh c\u00f4ng c\u1ee7a quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Nh\u00e2n vi\u00ean c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n v\u1ec1:<\/p>\n<ul class=\"[&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc space-y-2.5 pl-7\">\n<li class=\"whitespace-normal break-words\">Ki\u1ebfn th\u1ee9c s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5<\/li>\n<li class=\"whitespace-normal break-words\">K\u1ef9 n\u0103ng giao ti\u1ebfp v\u00e0 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng<\/li>\n<li class=\"whitespace-normal break-words\">S\u1eed d\u1ee5ng th\u00e0nh th\u1ea1o c\u00e1c c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3<\/li>\n<li class=\"whitespace-normal break-words\">T\u01b0 duy l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/li>\n<\/ul>\n<p class=\"whitespace-normal break-words\">Ngo\u00e0i \u0111\u00e0o t\u1ea1o ban \u0111\u1ea7u, doanh nghi\u1ec7p c\u1ea7n t\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i \u0111\u00e0o t\u1ea1o \u0111\u1ecbnh k\u1ef3 v\u00e0 chia s\u1ebb case study th\u1ef1c t\u1ebf \u0111\u1ec3 \u0111\u1ed9i ng\u0169 kh\u00f4ng ng\u1eebng n\u00e2ng cao k\u1ef9 n\u0103ng.<\/p>\n<p><strong>See also:<\/strong> <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/the-skills-to-become-an-outstanding-customer-service-representative\/\">K\u1ef9 n\u0103ng c\u1ee7a nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc<\/a><\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><em><span style=\"color: #000000;\">B\u01b0\u1edbc 5: X\u00e1c \u0111\u1ecbnh vai tr\u00f2 cho t\u1eebng c\u1ea5p nh\u00e2n vi\u00ean<\/span><\/em><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">Each\u00a0<\/span>customer care center<span style=\"font-weight: 400;\"> \u0111\u1ec1u \u0111\u01b0\u1ee3c ph\u00e2n chia vai tro\u0300 theo m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean t\u0103ng d\u1ea7n c\u1ee7a v\u1ea5n \u0111\u1ec1. Chi ti\u1ebft h\u01a1n, m\u1ed7i m\u1ee9c \u0111\u1ed9 l\u1ea1i y\u00eau c\u1ea7u tr\u00e1ch nhi\u1ec7m v\u00e0 kh\u1ea3 n\u0103ng \u1ee9ng bi\u1ebfn c\u1ee7a c\u00e1c c\u1ea5p nh\u00e2n vi\u00ean l\u00e0 kh\u00e1c nhau.<\/span><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">Do \u0111\u00f3, ph\u00e2n c\u1ea5p nhi\u1ec7m v\u1ee5 va\u0300 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/kpis-for-customer-service-representatives\/\">x\u00e2y d\u01b0ng KPI<\/a><\/span> th\u01b0\u1edfng ph\u1ea1t minh b\u1ea1ch gi\u00fap nh\u00e2n vi\u00ean x\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng tr\u00e1ch nhi\u1ec7m c\u1ee7a m\u00ecnh v\u00e0 c\u00f3 \u0111\u1ed9ng l\u1ef1c trong c\u00f4ng vi\u1ec7c.<\/span><\/span><\/p>\n<h3 class=\"text-lg font-bold text-text-100 mt-1 -mb-1.5\"><em>B\u01b0\u1edbc 6: \u1ee8ng D\u1ee5ng C\u00f4ng Ngh\u1ec7 H\u1ed7 Tr\u1ee3<\/em><\/h3>\n<p class=\"whitespace-normal break-words\">C\u00f4ng ngh\u1ec7 gi\u00fap t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c t\u00e1c v\u1ee5 l\u1eb7p \u0111i l\u1eb7p l\u1ea1i, gi\u1ea3i ph\u00f3ng th\u1eddi gian \u0111\u1ec3 nh\u00e2n vi\u00ean t\u1eadp trung v\u00e0o c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p h\u01a1n. Tr\u01b0\u1edbc khi \u0111\u1ea7u t\u01b0 b\u1ea5t k\u1ef3 c\u00f4ng c\u1ee5 n\u00e0o, doanh nghi\u1ec7p c\u1ea7n th\u1ef1c hi\u1ec7n \u0111\u00e1nh gi\u00e1 to\u00e0n di\u1ec7n:<\/p>\n<p class=\"whitespace-normal break-words\"><strong>Ph\u00e2n t\u00edch \u0111i\u1ec3m ngh\u1ebdn hi\u1ec7n t\u1ea1i<\/strong>: X\u00e1c \u0111\u1ecbnh nh\u1eefng kh\u00e2u n\u00e0o trong quy tr\u00ecnh \u0111ang g\u1eb7p v\u1ea5n \u0111\u1ec1. V\u00ed d\u1ee5: th\u1eddi gian ph\u1ea3n h\u1ed3i ch\u1eadm, kh\u00e1ch h\u00e0ng ph\u1ea3i li\u00ean h\u1ec7 nhi\u1ec1u l\u1ea7n cho c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1, ho\u1eb7c nh\u00e2n vi\u00ean m\u1ea5t qu\u00e1 nhi\u1ec1u th\u1eddi gian cho c\u00f4ng vi\u1ec7c th\u1ee7 c\u00f4ng.<\/p>\n<p class=\"whitespace-normal break-words\"><strong>Thu th\u1eadp \u00fd ki\u1ebfn t\u1eeb \u0111\u1ed9i ng\u0169<\/strong>: Nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 ng\u01b0\u1eddi hi\u1ec3u r\u00f5 nh\u1ea5t nh\u1eefng kh\u00f3 kh\u0103n h\u00e0ng ng\u00e0y. T\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i h\u1ecdp, kh\u1ea3o s\u00e1t \u0111\u1ec3 l\u1eafng nghe nhu c\u1ea7u th\u1ef1c t\u1ebf c\u1ee7a h\u1ecd v\u1ec1 c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3.<\/p>\n<p class=\"whitespace-normal break-words\"><strong>\u0110\u00e1nh gi\u00e1 quy m\u00f4 v\u00e0 ng\u00e2n s\u00e1ch<\/strong>: X\u00e1c \u0111\u1ecbnh s\u1ed1 l\u01b0\u1ee3ng nh\u00e2n vi\u00ean s\u1eed d\u1ee5ng, s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng c\u1ea7n qu\u1ea3n l\u00fd v\u00e0 ng\u00e2n s\u00e1ch kh\u1ea3 thi. \u0110i\u1ec1u n\u00e0y gi\u00fap l\u1ecdc ra c\u00e1c gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p v\u1edbi kh\u1ea3 n\u0103ng t\u00e0i ch\u00ednh.<\/p>\n<p class=\"whitespace-normal break-words\"><strong>X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3<\/strong>: B\u1ea1n mu\u1ed1n gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 g\u00ec? Gi\u1ea3m 50% th\u1eddi gian ph\u1ea3n h\u1ed3i? T\u0103ng 30% n\u0103ng su\u1ea5t nh\u00e2n vi\u00ean? Hay c\u1ea3i thi\u1ec7n \u0111i\u1ec3m CSAT l\u00ean 90%? M\u1ee5c ti\u00eau r\u00f5 r\u00e0ng gi\u00fap \u0111o l\u01b0\u1eddng ROI sau n\u00e0y.<\/p>\n<p><strong>C\u00e1c lo\u1ea1i c\u00f4ng ngh\u1ec7 c\u1ea7n thi\u1ebft nh\u01b0:\u00a0<\/strong><\/p>\n<ul>\n<li class=\"whitespace-normal break-words\"><strong>CRM (Customer Relationship Management)<\/strong>: Qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 th\u00f4ng tin v\u00e0 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng t\u1ea1i m\u1ed9t n\u01a1i.<\/li>\n<li class=\"whitespace-normal break-words\"><strong>Ticketing System<\/strong>: H\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd ticket gi\u00fap theo d\u00f5i v\u00e0 x\u1eed l\u00fd y\u00eau c\u1ea7u m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng.<\/li>\n<li><strong>Live Chat &amp; Chatbot<\/strong><\/li>\n<li><strong>Omnichannel Platform<\/strong>: T\u00edch h\u1ee3p t\u1ea5t c\u1ea3 k\u00eanh (email, \u0111i\u1ec7n tho\u1ea1i, chat, social media) v\u00e0o m\u1ed9t n\u1ec1n t\u1ea3ng<\/li>\n<li class=\"whitespace-normal break-words\"><strong>Analytics, Report<\/strong>: Ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 h\u00e0nh vi, nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 d\u1ef1 \u0111o\u00e1n xu h\u01b0\u1edbng.<\/li>\n<\/ul>\n<h3 style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><strong><em><span style=\"color: #000000;\">B\u01b0\u1edbc 7: Ki\u1ec3m tra v\u00e0 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3<\/span><\/em><\/strong><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">This is an indispensable step in\u00a0<\/span>customer care activities<span style=\"font-weight: 400;\">.<\/span>\u00a0<span style=\"font-weight: 400;\">By those<\/span>\u00a0<span style=\"font-weight: 400;\">Statistics on performance indicators (customer callback rate, complaint rate, product return rate, etc.) will help you have an overview of the current status of your customer service, quickly detect errors and correct them.\u00a0<\/span><\/span><\/p>\n<p>Quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 b\u1ea3n thi\u1ebft k\u1ebf c\u1ed1 \u0111\u1ecbnh m\u00e0 c\u1ea7n \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh th\u01b0\u1eddng xuy\u00ean d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i v\u00e0 d\u1eef li\u1ec7u th\u1ef1c t\u1ebf. C\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ea7n th\u1ef1c hi\u1ec7n:<\/p>\n<ul>\n<li class=\"whitespace-normal break-words\">Thu th\u1eadp ph\u1ea3n h\u1ed3i qua kh\u1ea3o s\u00e1t <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">CSAT<\/a><\/span>, <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\"><span style=\"color: #ff6600;\">NPS<\/span><\/a> sau m\u1ed7i l\u1ea7n t\u01b0\u01a1ng t\u00e1c<\/li>\n<li class=\"whitespace-normal break-words\">Ph\u00e2n t\u00edch c\u00e1c \u0111i\u1ec3m ngh\u1ebdn trong quy tr\u00ecnh<\/li>\n<li class=\"whitespace-normal break-words\">T\u1ed5 ch\u1ee9c h\u1ecdp review \u0111\u1ecbnh k\u1ef3 v\u1edbi \u0111\u1ed9i ng\u0169<\/li>\n<li class=\"whitespace-normal break-words\">Nghi\u00ean c\u1ee9u xu h\u01b0\u1edbng m\u1edbi trong ng\u00e0nh<\/li>\n<li class=\"whitespace-normal break-words\">Th\u1eed nghi\u1ec7m v\u00e0 tri\u1ec3n khai c\u00e1c c\u1ea3i ti\u1ebfn<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">In addition, the above parameters also help you control the working efficiency of the department.\u00a0<\/span><span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"http:\/\/bell24vietnam.vn\/en\/blogs\/news\/what-is-customer-service\/\">Customer Service<\/a><\/span><span style=\"font-weight: 400;\">, as a basis for making appropriate personnel decisions.\u00a0<\/span><\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 20pt;\"><b>Notes when building a customer care process<\/b><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">Each product, service and target customer has its own characteristics, therefore, a\u00a0<\/span>customer care process<span style=\"font-weight: 400;\">\u00a0also need to be regularly reviewed and adjusted when problems arise based on negative feedback from customers or employees.<\/span><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Besides, you should not just stop at passively handling the problem but also proactively collect feedback from customers through the following tools:\u00a0<strong>Questionnaires, emails, face-to-face interviews,\u2026<\/strong>\u00a0and from the staff through conducting analysis and research to grasp and predict arising problems.<\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 20pt;\"><b>Evaluate the effectiveness of customer care<\/b><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Nowadays, we have many indicators to measure the effectiveness of customer care services:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Net Promoter Score \u2013<strong>NPS<\/strong>).<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Customer Satisfaction \u2013\u00a0<strong>CSAT<\/strong>)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Customer Effort Score (\u00a0<strong>CES<\/strong>)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Social Media Monitoring (<strong>Social Media Monitoring<\/strong>)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">First response time (<strong>First Response Time<\/strong>)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">First Contact Resolution Rate \u2013\u00a0<strong>FCR<\/strong>)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">The level of problem solving required from customers (<strong>Customer Ticket Request Volume<\/strong>)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Average issue resolution time (<strong>Average Ticket Handling Time<\/strong>)<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">As mentioned above, these parameters need to be processed and analyzed specifically to help businesses confirm their strengths and weaknesses, thereby improving quality.\u00a0<\/span>customer service<span style=\"font-weight: 400;\">.<\/span><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong>See also:<\/strong> <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-satisfaction-survey-2\/\"><span style=\"color: #ff6600;\">10 Ch\u1ec9 s\u1ed1 \u0111a\u0301nh gia\u0301 hoa\u0323t \u0111\u00f4\u0323ng ch\u0103m so\u0301c kha\u0301ch ha\u0300ng.<\/span><\/a><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000000; font-size: 12pt;\"><span style=\"font-weight: 400;\">Here is an overview of\u00a0<\/span><b>Customer care process diagram\u00a0<\/b><span style=\"font-weight: 400;\">that businesses need to understand to effectively implement customer service activities. You can also connect with\u00a0<span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"http:\/\/bell24vietnam.vn\/en\/\">Bellsystem24-Vietnam<\/a><\/span>\u00a0to get advice on customer service solutions suitable for your business.<\/span><\/span><\/p>\n<p><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-us\/\">Li\u00ean h\u00ea\u0323 v\u01a1\u0301i chu\u0301ng t\u00f4i \u2192<\/a><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>M\u1ed9t kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng co\u0301 th\u00ea\u0309 mang \u0111\u1ebfn nhi\u1ec1u kh\u00e1ch h\u00e0ng m\u1edbi v\u00e0 t\u0103ng doanh thu cho doanh nghi\u1ec7p. [&hellip;]<\/p>","protected":false},"author":1,"featured_media":21249,"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":[12],"tags":[],"class_list":["post-6650","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>S\u01a0 \u0110\u1ed2 QUY TR\u00ccNH CH\u0102M S\u00d3C KH\u00c1CH H\u00c0NG CHI TI\u1ebeT, HI\u1ec6U QU\u1ea2 - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"T\u0103ng c\u01b0\u1eddng hi\u1ec7u qu\u1ea3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 y\u00eau c\u1ea7u c\u1ea5p thi\u1ebft trong qua\u0301 tri\u0300nh pha\u0301t tri\u00ea\u0309n. 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