{"id":6714,"date":"2020-09-12T11:42:23","date_gmt":"2020-09-12T04:42:23","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6714"},"modified":"2020-09-12T11:42:23","modified_gmt":"2020-09-12T04:42:23","slug":"cach-de-danh-guc-nha-tuyen-dung-cua-nhan-vien-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/cach-de-danh-guc-nha-tuyen-dung-cua-nhan-vien-cham-soc-khach-hang\/","title":{"rendered":"3 Factors That Help Customer Service Representatives \"Win Over\" Employers"},"content":{"rendered":"

Nh\u00e2n vi\u00ean CSKH kh\u00f4ng ch\u1ec9 l\u00e0 c\u1ea7u n\u1ed1i gi\u1eefa doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n \u0111\u1ea1i di\u1ec7n cho h\u00ecnh \u1ea3nh c\u1ee7a doanh nghi\u1ec7p. Trong qu\u00e1 tr\u00ecnh tuy\u1ec3n d\u1ee5ng, kh\u00f4ng c\u1ea7n\u00a0\u0111\u00f2i h\u1ecfi k\u1ef9 n\u0103ng chuy\u00ean m\u00f4n qu\u00e1\u00a0cao, nh\u01b0ng c\u00f3 m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 b\u1eaft bu\u1ed9c m\u00e0 ng\u01b0\u1eddi tuy\u1ec3n d\u1ee5ng mong mu\u1ed1n nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3. V\u1eady th\u00ec \u0111\u00f3 l\u00e0 nh\u1eefng y\u1ebfu t\u1ed1 n\u00e0o?<\/span><\/p>\n

Patient<\/span><\/h2>\n

Ki\u00ean nh\u1eabn \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ea7u ti\u00ean \u0111\u1ed1i v\u1edbi m\u1ed9t nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p. Nh\u00e2n vi\u00ean CSKH c\u00f3 ki\u00ean nh\u1eabn tr\u01b0\u1edbc m\u1ecdi t\u00ecnh hu\u1ed1ng ph\u00e1t sinh m\u1edbi c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft v\u00e0 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, nh\u00e0 tuy\u1ec3n d\u1ee5ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u01b0\u1eddng r\u1ea5t ch\u00fa tr\u1ecdng \u0111\u1ebfn y\u1ebfu t\u1ed1 n\u00e0y v\u00e0 trong thang \u0111i\u1ec3m \u0111\u00e1nh gi\u00e1, ki\u00ean nh\u1eabn \u0111\u01b0\u1ee3c x\u1ebfp h\u1ea1ng \u0111\u1ea7u ti\u00ean.\u00a0<\/span><\/p>\n

S\u1ef1 ki\u00ean nh\u1eabn \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua c\u00e1ch l\u1eafng nghe, c\u00e1ch gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 nh\u1eefng gi\u1ea3i \u0111\u00e1p t\u1ec9 m\u1ec9 c\u1ee7a nh\u00e2n vi\u00ean CSKH kh\u00f4ng ch\u1ec9 trong l\u00fac giao ti\u1ebfp c\u00f4ng vi\u1ec7c m\u00e0 c\u00f2n trong cu\u1ed9c s\u1ed1ng. C\u00f3 ki\u00ean nh\u1eabn l\u1eafng nghe h\u1ebft nh\u1eefng th\u1eafc m\u1eafc hay ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec m\u1edbi c\u00f3 th\u1ec3 t\u00ecm ra \u0111\u01b0\u1ee3c nh\u1eefng h\u01b0\u1edbng gi\u1ea3i quy\u1ebft \u0111\u00fang \u0111\u1eafn; c\u00f3 ki\u00ean nh\u1eabn gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc kh\u00e1ch h\u00e0ng cho d\u00f9 h\u1ecd c\u00f3 t\u1ee9c gi\u1eadn, bu\u1ed3n b\u00e3,… th\u00ec m\u1edbi c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng th\u1ecfa m\u00e3n.<\/span><\/p>\n

See also:\u00a0<\/span><\/strong>C\u00e1ch gi\u1ea3i quy\u1ebft khi g\u1eb7p kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh.<\/a><\/span><\/span><\/p>\n

Focus<\/span><\/h2>\n

Th\u1ef1c s\u1ef1 l\u1eafng nghe kh\u00e1ch h\u00e0ng, cung c\u1ea5p cho kh\u00e1ch h\u00e0ng nh\u1eefng th\u00f4ng tin m\u00e0 h\u1ecd mong mu\u1ed1n. \u0110\u1ed1i v\u1edbi doanh nghi\u1ec7p, m\u1ed9t d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t c\u1ea7n ti\u1ebfp nh\u1eadn nh\u1eefng ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng (ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c & ti\u00eau c\u1ef1c), c\u00e0ng ti\u1ebfp nh\u1eadn \u0111\u01b0\u1ee3c nhi\u1ec1u ph\u1ea3n h\u1ed3i th\u00ec doanh nghi\u1ec7p c\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng ho\u00e0n thi\u1ec7n d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m t\u1ed1t h\u01a1n: s\u1ea3n ph\u1ea9m c\u00f2n \u0111ang thi\u1ebft s\u00f3t nh\u1eefng g\u00ec? T\u00ednh n\u0103ng n\u00e0o c\u1ee7a s\u1ea3n ph\u1ea9m m\u00e0 kh\u00e1ch h\u00e0ng ch\u01b0a h\u00e0i l\u00f2ng? Kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p r\u1eafc r\u1ed1i \u1edf kh\u00e2u n\u00e0o khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5? Kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 th\u1ebf n\u00e0o v\u1ec1 s\u1ea3n ph\u1ea9m m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p?<\/span><\/p>\n

\"c\u00e2u<\/span><\/p>\n

Nh\u1eefng ph\u1ea3n h\u1ed3i thu th\u1eadp \u0111\u01b0\u1ee3c \u0111\u00f3 ch\u1ec9 c\u00f3 th\u1ec3 thu \u0111\u01b0\u1ee3c khi nh\u00e2n vi\u00ean CSKH th\u1ef1c s\u1ef1 ch\u00fa t\u00e2m l\u1eafng nghe kh\u00e1ch, tinh \u00fd v\u00e0 ghi nh\u1eadn l\u1ea1i. M\u1ed9t nh\u00e2n vi\u00ean CSKH kh\u00f4ng ch\u00fa t\u00e2m l\u1eafng nghe kh\u00e1ch h\u00e0ng, kh\u00f4ng ch\u00fa t\u00e2m trong c\u00f4ng vi\u1ec7c s\u1ebd kh\u00f4ng th\u1ec3 gi\u00fap doanh nghi\u1ec7p ho\u00e0n thi\u1ec7n nh\u1eefng thi\u1ebfu s\u00f3t v\u00e0 ho\u00e0n thi\u1ec7n \u0111\u1ec3 v\u01b0\u1ee3t l\u00ean \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/span><\/p>\n

Giao ti\u1ebfp<\/span><\/h2>\n

Giao ti\u1ebfp l\u00e0 c\u00f4ng vi\u1ec7c ch\u00ednh m\u00e0 nh\u00e2n vi\u00ean CSKH ph\u1ea3i th\u1ef1c hi\u1ec7n v\u00e0 \u0111\u00e2y c\u0169ng l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng\u00a0\u0111\u1ed1i v\u1edbi m\u1ed7i nh\u00e2n vi\u00ean CSKH. Giao ti\u1ebfp bao g\u1ed3m nhi\u1ec1u k\u1ef9 n\u0103ng \u0111\u00f2i h\u1ecfi nh\u00e2n vi\u00ean CSKH c\u1ea7n ph\u1ed1i h\u1ee3p nhu\u1ea7n nhuy\u1ec5n, kh\u00e9o l\u00e9o trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

a. Bi\u1ebft c\u00e1ch l\u1eafng nghe<\/span><\/h3>\n

M\u1ed9t nh\u00e2n vi\u00ean CSKH kh\u00f4ng bao gi\u1edd c\u00f3 th\u1ec3 ho\u00e0n thi\u1ec7n b\u1ea3n th\u00e2n n\u1ebfu kh\u00f4ng bi\u1ebft c\u00e1ch l\u1eafng nghe kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng lu\u00f4n \u0111\u00f2i h\u1ecfi nhi\u1ec1u y\u00eau c\u1ea7u kh\u00e1c nhau, \u0111\u00f2i h\u1ecfi nh\u00e2n vi\u00ean CSKH ph\u1ea3i l\u1eafng nghe v\u00e0 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 th\u1ec3 cung c\u1ea5p nh\u1eefng th\u00f4ng tin ch\u00ednh x\u00e1c nh\u1ea5t m\u00e0 kh\u00e1ch h\u00e0ng mong mu\u1ed1n.<\/span><\/p>\n

\u0110\u1ec3 r\u00e8n luy\u1ec7n k\u1ef9 n\u0103ng n\u00e0y, b\u1ea1n c\u1ea7n ch\u00fa t\u00e2m, ki\u00ean nh\u1eabn l\u1eafng nghe \u00e2m \u0111i\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng khi h\u1ecd h\u1ecfi, t\u1ea5t c\u1ea3 nh\u1eefng th\u00f4ng tin h\u1ecd nh\u1eafc \u0111\u1ebfn \u0111\u1ec3 ph\u00e2n t\u00edch t\u1ec9 m\u1ec9 v\u00e0 t\u00ecm ra nhu c\u1ea7u th\u1ef1c s\u1ef1 sau nh\u1eefng c\u00e2u h\u1ecfi c\u1ee7a h\u1ecd. T\u1eeb \u0111\u00f3 c\u00f3 th\u1ec3 t\u00ecm ra nh\u1eefng th\u00f4ng tin ph\u00f9 h\u1ee3p m\u00e0 s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p cung c\u1ea5p \u0111\u1ec3 gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

b. Th\u1ea5u hi\u1ec3u t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng<\/span><\/h3>\n

N\u1eafm b\u1eaft t\u00e2m l\u00fd v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng h\u00e0ng \u0111\u1ea7u trong b\u1ea5t c\u1ee9 chi\u1ebfn l\u01b0\u1ee3c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u00e0o. M\u1ed7i kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 c\u00e1c y\u00eau c\u1ea7u kh\u00e1c nhau, nh\u01b0ng t\u1ea5t c\u1ea3 h\u1ecd \u0111\u1ec1u c\u00f3 m\u1ed9t \u0111i\u1ec3m chung l\u00e0 mong mu\u1ed1n \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 t\u1ed1t nh\u1ea5t. Ch\u1ec9 khi nh\u00e2n vi\u00ean CSKH bi\u1ebft \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 mong mu\u1ed1n nh\u1eefng g\u00ec th\u00ec m\u1edbi c\u00f3 th\u1ec3 cung c\u1ea5p cho h\u1ecd gi\u1ea3i ph\u00e1p t\u1ed1t nh\u1ea5t. Th\u1ea5u hi\u1ec3u t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap nh\u00e2n vi\u00ean CSKH xoa d\u1ecbu kh\u00e1ch h\u00e0ng trong nh\u1eefng t\u00ecnh hu\u1ed1ng c\u0103ng th\u1eb3ng.<\/span><\/p>\n

c. L\u00e0m ch\u1ee7 c\u1ea3m x\u00fac c\u00e1 nh\u00e2n<\/span><\/h3>\n

L\u00e0 m\u1ed9t k\u1ef9 n\u0103ng \u0111\u00f2i h\u1ecfi ph\u1ea3i r\u00e8n luy\u1ec7n nhi\u1ec1u trong cu\u1ed9c s\u1ed1ng v\u00ec c\u1ea3m x\u00fac l\u00e0 th\u1ee9 con ng\u01b0\u1eddi kh\u00f3 c\u00f3 th\u1ec3 ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c nh\u1ea5t. S\u1edf d\u0129 l\u00e0m ch\u1ee7 c\u1ea3m x\u00fac c\u00e1 nh\u00e2n quan tr\u1ecdng v\u00ec \u0111\u1ed1i di\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng, nh\u00e2n vi\u00ean CSKH lu\u00f4n c\u1ea7n gi\u1eef th\u00e1i \u0111\u1ed9 c\u1edfi m\u1edf, ki\u00ean nh\u1eabn v\u00e0 l\u1eafng nghe h\u1ebft m\u00ecnh b\u1ea5t k\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 \u0111ang t\u1ee9c gi\u1eadn, th\u00fac gi\u1ee5c hay m\u1eafng m\u1ecf m\u1ed9t c\u00e1ch v\u00f4 l\u00fd. M\u1ed9t ph\u00fat n\u00f3ng gi\u1eadn hay m\u1ed9t quy\u1ebft \u0111\u1ecbnh c\u1ea3m t\u00ednh c\u1ee7a nh\u00e2n vi\u00ean CSKH c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng bao gi\u1edd quay l\u1ea1i.<\/span><\/p>\n

d. Ph\u00e2n t\u00edch \u0111\u00e1nh gi\u00e1 t\u00ednh h\u00ecnh<\/span><\/h3>\n

V\u00ec ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 l\u00e0m vi\u1ec7c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, do \u0111\u00f3, b\u1ea1n kh\u00f4ng th\u1ec3 l\u01b0\u1eddng tr\u01b0\u1edbc \u0111\u01b0\u1ee3c h\u1ebft nh\u1eefng t\u00ecnh hu\u1ed1ng c\u00f3 th\u1ec3 ph\u00e1t sinh khi ti\u1ebfp x\u00fac v\u1edbi h\u1ecd. L\u00fac n\u00e0y \u0111\u00f2i h\u1ecfi nh\u00e2n vi\u00ean CSKH c\u1ea7n ph\u1ea3i linh ho\u1ea1t v\u00e0 \u0111\u00e1nh gi\u00e1 t\u00ecnh h\u00ecnh m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 \u0111\u00fang \u0111\u1eafn nh\u1ea5t. B\u1ea5t c\u1ee9 m\u1ed9t v\u1ea5n \u0111\u1ec1 n\u00e0o x\u1ea3y ra nh\u00e2n vi\u00ean CSKH c\u0169ng c\u1ea7n \u0111\u00e1nh gi\u00e1 t\u1eeb nhi\u1ec1u kh\u00eda c\u1ea1nh v\u00e0 t\u00ecm th\u1ea5y \u0111i\u1ec3m m\u1ea5u ch\u1ed1t c\u1ee7a v\u1ea5n \u0111\u1ec1 \u0111\u1ec3 x\u1eed l\u00fd nhanh ch\u00f3ng, l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng.<\/span><\/p>","protected":false},"excerpt":{"rendered":"

Nh\u00e2n vi\u00ean CSKH kh\u00f4ng ch\u1ec9 l\u00e0 c\u1ea7u n\u1ed1i gi\u1eefa doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n \u0111\u1ea1i di\u1ec7n cho h\u00ecnh […]<\/p>","protected":false},"author":1,"featured_media":5111,"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":"","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":"default","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-6714","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"\n3 Y\u1ebeU T\u1ed0 GI\u00daP NH\u00c2N VI\u00caN CH\u0102M S\u00d3C KH\u00c1CH H\u00c0NG "\u0110\u00c1NH G\u1ee4C" NH\u00c0 TUY\u1ec2N D\u1ee4NG - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"Nh\u00e2n vi\u00ean CSKH kh\u00f4ng ch\u1ec9 l\u00e0 c\u1ea7u n\u1ed1i gi\u1eefa doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n \u0111\u1ea1i di\u1ec7n cho h\u00ecnh \u1ea3nh c\u1ee7a doanh nghi\u1ec7p. Trong qu\u00e1 tr\u00ecnh tuy\u1ec3n d\u1ee5ng, kh\u00f4ng c\u1ea7n \u0111\u00f2i h\u1ecfi k\u1ef9 n\u0103ng chuy\u00ean m\u00f4n qu\u00e1 cao, nh\u01b0ng c\u00f3 m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 b\u1eaft bu\u1ed9c m\u00e0 ng\u01b0\u1eddi tuy\u1ec3n d\u1ee5ng mong mu\u1ed1n nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3. 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