{"id":6657,"date":"2021-09-11T17:35:59","date_gmt":"2021-09-11T10:35:59","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6657"},"modified":"2026-06-12T15:12:52","modified_gmt":"2026-06-12T08:12:52","slug":"customer-complaint-situation","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-complaint-situation\/","title":{"rendered":"10 t\u00ecnh hu\u1ed1ng hh\u00e1ch h\u00e0ng khi\u1ebfu n\u1ea1i ph\u1ed5 bi\u1ebfn & c\u00e1ch x\u1eed l\u00fd hi\u1ec7u qu\u1ea3"},"content":{"rendered":"

Khi kh\u00e1ch h\u00e0ng khi\u1ebfu n\u1ea1i, m\u1ed9t ph\u1ea3n h\u1ed3i sai c\u00f3 th\u1ec3 bi\u1ebfn m\u1ed9t khi\u1ebfu n\u1ea1i nh\u1ecf th\u00e0nh s\u1ef1 c\u1ed1 lan r\u1ed9ng. Ng\u01b0\u1ee3c l\u1ea1i, x\u1eed l\u00fd \u0111\u00fang c\u00e1ch s\u1ebd chuy\u1ec3n h\u00f3a tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c th\u00e0nh y\u1ebfu t\u1ed1 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng d\u00e0i h\u1ea1n.<\/span><\/p>\n

B\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y ph\u00e2n t\u00edch 10 t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng khi\u1ebfu n\u1ea1i ph\u1ed5 bi\u1ebfn nh\u1ea5t trong m\u00f4i tr\u01b0\u1eddng customer service<\/span><\/a>, k\u00e8m theo quy tr\u00ecnh x\u1eed l\u00fd chu\u1ea9n v\u00e0 c\u00e2u m\u1eabu c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng ngay.<\/p>\n

\"customer<\/p>\n

T\u1ea1i Sao Kh\u00e1ch H\u00e0ng Khi\u1ebfu N\u1ea1i?<\/h2>\n

Tr\u01b0\u1edbc khi x\u1eed l\u00fd t\u1eebng t\u00ecnh hu\u1ed1ng c\u1ee5 th\u1ec3, \u0111\u1ed9i ng\u0169 c\u1ea7n hi\u1ec3u r\u00f5 nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5. Ph\u1ea7n l\u1edbn khi\u1ebfu n\u1ea1i trong th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh r\u01a1i v\u00e0o 4 nh\u00f3m ch\u00ednh:<\/p>\n

Nh\u00f3m 1 \u2014 S\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 kh\u00f4ng \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng:<\/strong> L\u1ed7i ch\u1ea5t l\u01b0\u1ee3ng, thi\u1ebfu t\u00ednh n\u0103ng, giao h\u00e0ng sai\/tr\u1ec5, s\u1ea3n ph\u1ea9m h\u1ebft h\u00e0ng. \u0110\u00e2y l\u00e0 nh\u00f3m khi\u1ebfu n\u1ea1i c\u00f3 b\u1eb1ng ch\u1ee9ng r\u00f5 r\u00e0ng nh\u1ea5t v\u00e0 c\u1ea7n quy tr\u00ecnh \u0111\u1ed5i tr\u1ea3\/b\u1ed3i th\u01b0\u1eddng c\u1ee5 th\u1ec3.<\/p>\n

Nh\u00f3m 2 \u2014 Tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 k\u00e9m:<\/strong> Th\u00e1i \u0111\u1ed9 nh\u00e2n vi\u00ean kh\u00f4ng ph\u00f9 h\u1ee3p, th\u1eddi gian ch\u1edd qu\u00e1 l\u00e2u, th\u00f4ng tin ph\u1ea3n h\u1ed3i kh\u00f4ng nh\u1ea5t qu\u00e1n. Nh\u00f3m n\u00e0y th\u01b0\u1eddng d\u1eabn \u0111\u1ebfn \u0111i\u1ec3m CSAT<\/span><\/a> th\u1ea5p v\u00e0 \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn NPS<\/a><\/span>.<\/p>\n

Nh\u00f3m 3 \u2014 V\u1ea5n \u0111\u1ec1 quy tr\u00ecnh:<\/strong> Kh\u00e1ch ph\u1ea3i li\u00ean h\u1ec7 nhi\u1ec1u l\u1ea7n cho c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1, b\u1ecb chuy\u1ec3n ti\u1ebfp gi\u1eefa nhi\u1ec1u b\u1ed9 ph\u1eadn m\u00e0 kh\u00f4ng c\u00f3 k\u1ebft qu\u1ea3. \u0110\u00e2y l\u00e0 nh\u00f3m \u1ea3nh h\u01b0\u1edfng l\u1edbn \u0111\u1ebfn FCR (First Contact Resolution<\/em>).<\/p>\n

Nh\u00f3m 4 \u2014 K\u1ef3 v\u1ecdng kh\u00f4ng ph\u00f9 h\u1ee3p th\u1ef1c t\u1ebf:<\/strong> Kh\u00e1ch h\u00e0ng hi\u1ec3u sai th\u00f4ng tin s\u1ea3n ph\u1ea9m, k\u1ef3 v\u1ecdng v\u01b0\u1ee3t qu\u00e1 ph\u1ea1m vi d\u1ecbch v\u1ee5, ho\u1eb7c y\u00eau c\u1ea7u kh\u00f4ng thu\u1ed9c th\u1ea9m quy\u1ec1n x\u1eed l\u00fd c\u1ee7a tuy\u1ebfn \u0111\u1ea7u. Nh\u00f3m n\u00e0y \u0111\u00f2i h\u1ecfi k\u1ef9 n\u0103ng gi\u1ea3i th\u00edch kh\u00e9o l\u00e9o v\u00e0 qu\u1ea3n l\u00fd k\u1ef3 v\u1ecdng t\u1eeb \u0111\u1ea7u.<\/p>\n

Vi\u1ec7c ph\u00e2n lo\u1ea1i v\u00e0 hi\u1ec3u \u0111\u00fang nh\u00f3m nguy\u00ean nh\u00e2n gi\u00fap nh\u00e2n vi\u00ean l\u1ef1a ch\u1ecdn h\u01b0\u1edbng x\u1eed l\u00fd ph\u00f9 h\u1ee3p thay v\u00ec ph\u1ea3n \u1ee9ng theo ph\u1ea3n x\u1ea1.<\/p>\n

Quy Tr\u00ecnh X\u1eed L\u00fd Khi\u1ebfu N\u1ea1i Chu\u1ea9n<\/h2>\n

D\u00f9 khi\u1ebfu n\u1ea1i thu\u1ed9c nh\u00f3m n\u00e0o, m\u1ed9t quy tr\u00ecnh x\u1eed l\u00fd chu\u1ea9n c\u1ea7n \u0111\u1ea3m b\u1ea3o \u0111\u1ee7 5 b\u01b0\u1edbc:<\/p>\n

B\u01b0\u1edbc 1 \u2014 L\u1eafng nghe v\u00e0 kh\u00f4ng ng\u1eaft l\u1eddi:<\/strong> H\u00e3y \u0111\u1ec3 kh\u00e1ch h\u00e0ng tr\u00ecnh b\u00e0y to\u00e0n b\u1ed9 v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc khi ph\u1ea3n h\u1ed3i. Ng\u1eaft l\u1eddi s\u1edbm l\u00e0 sai l\u1ea7m ph\u1ed5 bi\u1ebfn nh\u1ea5t khi\u1ebfn kh\u00e1ch c\u1ea3m th\u1ea5y kh\u00f4ng \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng.<\/p>\n

B\u01b0\u1edbc 2 \u2014 X\u00e1c nh\u1eadn v\u00e0 \u0111\u1ed3ng c\u1ea3m:<\/strong> T\u00f3m t\u1eaft l\u1ea1i v\u1ea5n \u0111\u1ec1 \u0111\u1ec3 x\u00e1c nh\u1eadn\u00a0 r\u1eb1ng b\u1ea1n hi\u1ec3u \u0111\u00fang, \u0111\u1ed3ng th\u1eddi th\u1ec3 hi\u1ec7n s\u1ef1 th\u1ea5u hi\u1ec3u. V\u00ed d\u1ee5 nh\u01b0:“T\u00f4i hi\u1ec3u anh\/ch\u1ecb \u0111ang g\u1eb7p ph\u1ea3i t\u00ecnh hu\u1ed1ng [X] v\u00e0 \u0111i\u1ec1u n\u00e0y g\u00e2y b\u1ea5t ti\u1ec7n cho anh\/ch\u1ecb. T\u00f4i s\u1ebd h\u1ed7 tr\u1ee3 anh\/ch\u1ecb ngay.”<\/em><\/p>\n

B\u01b0\u1edbc 3 \u2014 X\u00e1c \u0111\u1ecbnh nguy\u00ean nh\u00e2n:<\/strong> \u0110\u1eb7t c\u00e2u h\u1ecfi kh\u00e9o l\u00e9o \u0111\u1ec3 l\u00e0m r\u00f5 l\u1ed7i ph\u00e1t sinh t\u1eeb \u0111\u00e2u, t\u1eeb ph\u00eda doanh nghi\u1ec7p, ph\u00eda kh\u00e1ch h\u00e0ng hay b\u00ean th\u1ee9 ba. Kh\u00f4ng t\u1ef1 \u00fd suy \u0111o\u00e1n, kh\u00f4ng \u0111\u1ed5 l\u1ed7i cho b\u1ed9 ph\u1eadn kh\u00e1c tr\u01b0\u1edbc m\u1eb7t kh\u00e1ch.<\/p>\n

B\u01b0\u1edbc 4 \u2014 \u0110\u01b0a ra gi\u1ea3i ph\u00e1p c\u1ee5 th\u1ec3:<\/strong> \u0110\u1ec1 xu\u1ea5t h\u01b0\u1edbng x\u1eed l\u00fd r\u00f5 r\u00e0ng, c\u00f3 th\u1eddi h\u1ea1n c\u1ee5 th\u1ec3. N\u1ebfu v\u01b0\u1ee3t th\u1ea9m quy\u1ec1n th\u00ec th\u00f4ng b\u00e1o s\u1ebd chuy\u1ec3n l\u00ean c\u1ea5p n\u00e0o v\u00e0 trong bao l\u00e2u c\u00f3 ph\u1ea3n h\u1ed3i.<\/p>\n

B\u01b0\u1edbc 5 \u2014 X\u00e1c nh\u1eadn v\u00e0 theo d\u00f5i:<\/strong> Sau khi x\u1eed l\u00fd, x\u00e1c nh\u1eadn kh\u00e1ch h\u00e0ng \u0111\u00e3 h\u00e0i l\u00f2ng v\u1edbi k\u1ebft qu\u1ea3. Ghi nh\u1eadn v\u00e0o h\u1ec7 th\u1ed1ng \u0111\u1ec3 tr\u00e1nh kh\u00e1ch ph\u1ea3i gi\u1ea3i th\u00edch l\u1ea1i trong l\u1ea7n li\u00ean h\u1ec7 ti\u1ebfp theo.<\/p>\n

10 T\u00ecnh Hu\u1ed1ng Kh\u00e1ch H\u00e0ng Khi\u1ebfu N\u1ea1i Ph\u1ed5 Bi\u1ebfn v\u00e0 C\u00e1ch X\u1eed L\u00fd<\/h2>\n

T\u00ecnh hu\u1ed1ng 1: Kh\u00e1ch h\u00e0ng ph\u1ea3n \u0111\u1ed1i v\u1ec1 gi\u00e1<\/h3>\n

B\u1ed1i c\u1ea3nh th\u1ef1c t\u1ebf:<\/strong> Kh\u00e1ch h\u00e0ng so s\u00e1nh gi\u00e1 v\u1edbi \u0111\u1ed1i th\u1ee7, v\u1edbi m\u1ee9c gi\u00e1 c\u0169 ho\u1eb7c cho r\u1eb1ng gi\u00e1 kh\u00f4ng t\u01b0\u01a1ng x\u1ee9ng v\u1edbi gi\u00e1 tr\u1ecb nh\u1eadn \u0111\u01b0\u1ee3c. \u0110\u00e2y l\u00e0 khi\u1ebfu n\u1ea1i ph\u1ed5 bi\u1ebfn \u1edf c\u1ea3 k\u00eanh b\u00e1n h\u00e0ng l\u1eabn ch\u0103m s\u00f3c sau mua.<\/p>\n

C\u00e1ch x\u1eed l\u00fd:<\/strong> Kh\u00f4ng tranh lu\u1eadn v\u1ec1 gi\u00e1 v\u00e0 kh\u00f4ng v\u1ed9i gi\u1ea3m gi\u00e1 ngay l\u1eadp t\u1ee9c. Thay v\u00e0o \u0111\u00f3, h\u00e3y khai th\u00e1c nguy\u00ean nh\u00e2n c\u1ee5 th\u1ec3 \u0111\u1eb1ng sau s\u1ef1 ph\u1ea3n \u0111\u1ed1i: kh\u00e1ch \u0111ang so s\u00e1nh v\u1edbi s\u1ea3n ph\u1ea9m n\u00e0o, ti\u00eau ch\u00ed h\u1ecd d\u00f9ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 l\u00e0 g\u00ec.<\/p>\n

Sau khi hi\u1ec3u r\u00f5, t\u1eadp trung l\u00e0m n\u1ed5i b\u1eadt gi\u00e1 tr\u1ecb th\u1ef1c t\u1ebf: t\u00ednh n\u0103ng kh\u00e1c bi\u1ec7t, ch\u00ednh s\u00e1ch h\u1ed7 tr\u1ee3 \u0111i k\u00e8m, chi ph\u00ed \u1ea9n n\u1ebfu kh\u00e1ch ch\u1ecdn gi\u1ea3i ph\u00e1p r\u1ebb h\u01a1n. Trong tr\u01b0\u1eddng h\u1ee3p ph\u00f9 h\u1ee3p, c\u00f3 th\u1ec3 \u0111\u1ec1 xu\u1ea5t g\u00f3i d\u1ecbch v\u1ee5 ho\u1eb7c combo thay th\u1ebf \u0111\u00e1p \u1ee9ng ng\u00e2n s\u00e1ch kh\u00e1ch h\u00e0ng.<\/p>\n

C\u00e2u m\u1eabu tham kh\u1ea3o:<\/strong> “T\u00f4i hi\u1ec3u anh\/ch\u1ecb \u0111ang c\u00e2n nh\u1eafc v\u1ec1 m\u1ee9c gi\u00e1. Anh\/ch\u1ecb c\u00f3 th\u1ec3 chia s\u1ebb th\u00eam anh\/ch\u1ecb \u0111ang so s\u00e1nh v\u1edbi ti\u00eau ch\u00ed n\u00e0o \u0111\u1ec3 t\u00f4i c\u00f3 th\u1ec3 t\u01b0 v\u1ea5n ph\u00f9 h\u1ee3p h\u01a1n kh\u00f4ng?”<\/em><\/p>\n

T\u00ecnh hu\u1ed1ng 2: Kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 y\u00eau c\u1ea7u ho\u00e0n ti\u1ec1n<\/h3>\n

B\u1ed1i c\u1ea3nh th\u1ef1c t\u1ebf:<\/strong> Kh\u00e1ch ph\u00e0n n\u00e0n v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m sau khi mua, y\u00eau c\u1ea7u \u0111\u1ed5i tr\u1ea3 ho\u1eb7c ho\u00e0n ti\u1ec1n. \u0110\u00e2y l\u00e0 lo\u1ea1i khi\u1ebfu n\u1ea1i chi\u1ebfm t\u1ef7 l\u1ec7 l\u1edbn trong v\u1eadn h\u00e0nh Contact Center Inbound<\/a><\/span>.<\/p>\n

C\u00e1ch x\u1eed l\u00fd:<\/strong> Gi\u1eef th\u00e1i \u0111\u1ed9 b\u00ecnh t\u0129nh v\u00e0 kh\u00f4ng ph\u00f2ng th\u1ee7. X\u00e1c \u0111\u1ecbnh r\u00f5 l\u1ed7i ph\u00e1t sinh t\u1eeb ph\u00eda n\u00e0o tr\u01b0\u1edbc khi \u0111\u01b0a ra ph\u01b0\u01a1ng \u00e1n.<\/p>\n