{"id":6762,"date":"2020-09-12T14:31:01","date_gmt":"2020-09-12T07:31:01","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6762"},"modified":"2026-06-12T14:38:02","modified_gmt":"2026-06-12T07:38:02","slug":"5-essential-customer-communication-skills-for-sales-and-customer-service-representatives","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/5-essential-customer-communication-skills-for-sales-and-customer-service-representatives\/","title":{"rendered":"5 K\u1ef9 N\u0103ng Giao Ti\u1ebfp V\u1edbi Kh\u00e1ch H\u00e0ng Cho Sale &#038; CSKH Chuy\u00ean Nghi\u1ec7p"},"content":{"rendered":"<p>K\u1ef9 n\u0103ng giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i t\u1ed1 ch\u1ea5t b\u1ea9m sinh. \u0110\u00e2y l\u00e0 n\u0103ng l\u1ef1c c\u00f3 th\u1ec3 \u0111\u00e0o t\u1ea1o, \u0111o l\u01b0\u1eddng v\u00e0 c\u1ea3i thi\u1ec7n theo t\u1eebng KPI c\u1ee5 th\u1ec3.<\/p>\n<p>B\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y ph\u00e2n t\u00edch 5 k\u1ef9 n\u0103ng giao ti\u1ebfp c\u1ed1t l\u00f5i m\u00e0 m\u1ecdi nh\u00e2n vi\u00ean Sale v\u00e0 CSKH c\u1ea7n n\u1eafm v\u1eefng, c\u00f9ng c\u00e1ch ti\u1ebfp c\u1eadn th\u1ef1c t\u1ebf \u0111\u1ec3 \u0111\u1ed9i ng\u0169 c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng ngay.<\/p>\n<hr \/>\n<h2>1. Active listening<\/h2>\n<p>L\u1eafng nghe kh\u00f4ng \u0111\u01a1n gi\u1ea3n l\u00e0 &#8220;nghe cho xong r\u1ed3i tr\u1ea3 l\u1eddi&#8221;. L\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng (<em>active listening<\/em>) l\u00e0 qu\u00e1 tr\u00ecnh ti\u1ebfp nh\u1eadn th\u00f4ng tin, x\u00e1c nh\u1eadn s\u1ef1 hi\u1ec3u \u0111\u00fang, v\u00e0 ph\u1ea3n h\u1ed3i theo c\u00e1ch cho th\u1ea5y kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 \u0111\u01b0\u1ee3c quan t\u00e2m.<\/p>\n<p>S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa hai lo\u1ea1i n\u00e0y r\u1ea5t r\u00f5 trong th\u1ef1c t\u1ebf v\u1eadn h\u00e0nh Contact Center: nh\u00e2n vi\u00ean ch\u1ec9 nghe th\u1ee5 \u0111\u1ed9ng th\u01b0\u1eddng x\u1eed l\u00fd sai v\u1ea5n \u0111\u1ec1, ph\u1ea3i g\u1ecdi l\u1ea1i nhi\u1ec1u l\u1ea7n, k\u00e9o d\u00e0i AHT v\u00e0 gi\u1ea3m FCR. Nh\u00e2n vi\u00ean l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 ngay trong l\u1ea7n li\u00ean h\u1ec7 \u0111\u1ea7u ti\u00ean.<\/p>\n<p><strong>Trong th\u1ef1c t\u1ebf, l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng bao g\u1ed3m:<\/strong><\/p>\n<ul>\n<li>Kh\u00f4ng ng\u1eaft l\u1eddi kh\u00e1ch h\u00e0ng khi h\u1ecd \u0111ang tr\u00ecnh b\u00e0y v\u1ea5n \u0111\u1ec1<\/li>\n<li>T\u00f3m t\u1eaft l\u1ea1i \u00fd ch\u00ednh \u0111\u1ec3 x\u00e1c nh\u1eadn s\u1ef1 hi\u1ec3u \u0111\u00fang: <em>&#8220;T\u00f4i hi\u1ec3u anh\/ch\u1ecb \u0111ang g\u1eb7p v\u1ea5n \u0111\u1ec1 X v\u00e0 mu\u1ed1n \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 Y \u2014 \u0111\u00fang kh\u00f4ng \u1ea1?&#8221;<\/em><\/li>\n<li>Ch\u00fa \u00fd c\u1ea3 gi\u1ecdng \u0111i\u1ec7u v\u00e0 c\u1ea3m x\u00fac \u0111\u1eb1ng sau l\u1eddi n\u00f3i, kh\u00f4ng ch\u1ec9 n\u1ed9i dung<\/li>\n<li>H\u1ea1n ch\u1ebf x\u1eed l\u00fd song song khi \u0111ang n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch<\/li>\n<\/ul>\n<p>\u0110\u1ed1i v\u1edbi \u0111\u1ed9i ng\u0169 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-telesales\/\">telesales<\/a><\/span> v\u00e0 CSKH qua \u0111i\u1ec7n tho\u1ea1i, l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng c\u00f2n \u0111\u00f2i h\u1ecfi k\u1ef9 n\u0103ng \u0111\u1eb7t c\u00e2u h\u1ecfi m\u1edf \u0111\u1ec3 khai th\u00e1c \u0111\u00fang nhu c\u1ea7u th\u1ef1c s\u1ef1 c\u1ee7a kh\u00e1ch.<\/p>\n<h2>2. Understand customers<\/h2>\n<p>Th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng l\u00e0 kh\u1ea3 n\u0103ng \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a h\u1ecd \u0111\u1ec3 hi\u1ec3u \u0111\u00fang b\u1ed1i c\u1ea3nh, nhu c\u1ea7u th\u1ef1c s\u1ef1 v\u00e0 tr\u1ea1ng th\u00e1i c\u1ea3m x\u00fac t\u1ea1i th\u1eddi \u0111i\u1ec3m giao ti\u1ebfp, ch\u1ee9 kh\u00f4ng ph\u1ea3i \u00e1p \u0111\u1eb7t theo quy tr\u00ecnh c\u1ee9ng nh\u1eafc hay k\u1ecbch b\u1ea3n m\u1eabu.<\/p>\n<p>M\u1ed9t nh\u00e2n vi\u00ean Sale hi\u1ec3u kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m cao c\u1ea5p khi kh\u00e1ch \u0111ang c\u00f3 ng\u00e2n s\u00e1ch h\u1ea1n ch\u1ebf. M\u1ed9t nh\u00e2n vi\u00ean CSKH th\u1ea5u hi\u1ec3u s\u1ebd kh\u00f4ng \u0111\u1ecdc l\u1ea1i ch\u00ednh s\u00e1ch khi kh\u00e1ch \u0111ang t\u1ee9c gi\u1eadn v\u00ec v\u1ea5n \u0111\u1ec1 ch\u01b0a \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nhi\u1ec1u l\u1ea7n li\u00ean ti\u1ebfp.<\/p>\n<p><strong>Th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ea7n x\u00e2y d\u1ef1ng t\u1eeb:<\/strong><\/p>\n<ul>\n<li>N\u1eafm r\u00f5 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (<em>customer journey<\/em>): Bi\u1ebft h\u1ecd \u0111\u1ebfn t\u1eeb k\u00eanh n\u00e0o, \u0111\u00e3 t\u01b0\u01a1ng t\u00e1c bao nhi\u00eau l\u1ea7n, l\u1ecbch s\u1eed v\u1ea5n \u0111\u1ec1 ra sao.<\/li>\n<li>Nh\u1eadn di\u1ec7n \u0111\u00fang nh\u00f3m kh\u00e1ch h\u00e0ng \u0111ang giao ti\u1ebfp: H\u1ecd kh\u00e1ch m\u1edbi hay kh\u00e1ch c\u0169, kh\u00e1ch VIP hay kh\u00e1ch ph\u1ed5 th\u00f4ng, kh\u00e1ch \u0111ang mua hay \u0111ang ph\u00e0n n\u00e0n.<\/li>\n<li>Bi\u1ebft \u0111i\u1ec1u ch\u1ec9nh c\u00e1ch t\u01b0 v\u1ea5n, ng\u00f4n ng\u1eef v\u00e0 t\u1ed1c \u0111\u1ed9 n\u00f3i theo t\u1eebng \u0111\u1ed1i t\u01b0\u1ee3ng.<\/li>\n<\/ul>\n<p>\u0110\u00e2y l\u00e0 l\u00fd do v\u00ec sao vi\u1ec7c t\u00edch h\u1ee3p d\u1eef li\u1ec7u CRM v\u00e0o v\u1eadn h\u00e0nh <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/what-is-a-contact-center\/\">Contact Center<\/a><\/span> ng\u00e0y c\u00e0ng tr\u1edf n\u00ean quan tr\u1ecdng, khi nh\u00e2n vi\u00ean c\u00f3 \u0111\u1ee7 th\u00f4ng tin v\u1ec1 kh\u00e1ch tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u cu\u1ed9c g\u1ecdi, ch\u1ea5t l\u01b0\u1ee3ng giao ti\u1ebfp t\u0103ng l\u00ean \u0111\u00e1ng k\u1ec3 m\u00e0 kh\u00f4ng c\u1ea7n k\u00e9o d\u00e0i th\u1eddi gian x\u1eed l\u00fd.<\/p>\n<h2>3. Ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac v\u00e0 th\u00e1i \u0111\u1ed9 trong giao ti\u1ebfp<\/h2>\n<p>Th\u00e1i \u0111\u1ed9 c\u1ee7a nh\u00e2n vi\u00ean l\u00e0 th\u1ee9 kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn tr\u01b0\u1edbc ti\u00ean, d\u00f9 \u0111\u00f3 l\u00e0 giao ti\u1ebfp qua \u0111i\u1ec7n tho\u1ea1i, chat hay tr\u1ef1c ti\u1ebfp. M\u1ed9t gi\u1ecdng n\u00f3i thi\u1ebfu nhi\u1ec7t t\u00ecnh, c\u00e2u tr\u1ea3 l\u1eddi h\u1edd h\u1eefng, hay s\u1ef1 thi\u1ebfu ki\u00ean nh\u1eabn khi x\u1eed l\u00fd y\u00eau c\u1ea7u \u0111\u1ec1u \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn \u0111i\u1ec3m CSAT v\u00e0 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng quay l\u1ea1i.<\/p>\n<p>Nh\u01b0ng c\u1ea7n l\u01b0u \u00fd r\u1eb1ng, ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 &#8220;l\u00fac n\u00e0o c\u0169ng vui v\u1ebb gi\u1ea3 t\u1ea1o&#8221;. Kh\u00e1ch h\u00e0ng \u0111\u1ee7 nh\u1ea1y c\u1ea3m \u0111\u1ec3 ph\u00e2n bi\u1ec7t s\u1ef1 ch\u00e2n th\u00e0nh v\u1edbi th\u00e1i \u0111\u1ed9 \u0111\u1ed1i ph\u00f3. \u0110i\u1ec1u h\u1ecd c\u1ea7n l\u00e0 c\u1ea3m gi\u00e1c m\u00ecnh \u0111ang \u0111\u01b0\u1ee3c l\u1eafng nghe v\u00e0 \u0111\u01b0\u1ee3c coi tr\u1ecdng.<\/p>\n<p><strong>Trong c\u00e1c t\u00ecnh hu\u1ed1ng c\u0103ng th\u1eb3ng, v\u00ed d\u1ee5 nh\u01b0 kh\u00e1ch t\u1ee9c gi\u1eadn, khi\u1ebfu n\u1ea1i nhi\u1ec1u l\u1ea7n, ho\u1eb7c y\u00eau c\u1ea7u v\u01b0\u1ee3t th\u1ea9m quy\u1ec1n, nh\u00e2n vi\u00ean c\u1ea7n:<\/strong><\/p>\n<ul>\n<li>Kh\u00f4ng ph\u1ea3n \u1ee9ng ph\u00f2ng th\u1ee7 hay \u0111\u1ed5 l\u1ed7i cho quy tr\u00ecnh\/b\u1ed9 ph\u1eadn kh\u00e1c<\/li>\n<li>Th\u1eeba nh\u1eadn v\u1ea5n \u0111\u1ec1 v\u00e0 b\u00e0y t\u1ecf s\u1ef1 \u0111\u1ed3ng c\u1ea3m tr\u01b0\u1edbc khi \u0111\u01b0a ra gi\u1ea3i ph\u00e1p<\/li>\n<li>D\u00f9ng ng\u00f4n ng\u1eef t\u00edch c\u1ef1c: thay v\u00ec &#8220;T\u00f4i kh\u00f4ng th\u1ec3 l\u00e0m \u0111i\u1ec1u \u0111\u00f3&#8221; b\u1eb1ng &#8220;\u0110i\u1ec1u t\u00f4i c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 anh\/ch\u1ecb ngay b\u00e2y gi\u1edd l\u00e0&#8230;&#8221;<\/li>\n<li>Bi\u1ebft khi n\u00e0o c\u1ea7n leo thang (<em>escalate<\/em>) \u0111\u00fang ng\u01b0\u1eddi \u0111\u00fang l\u00fac \u0111\u1ec3 kh\u00f4ng \u0111\u1ec3 kh\u00e1ch ch\u1edd qu\u00e1 l\u00e2u<\/li>\n<\/ul>\n<p>K\u1ef9 n\u0103ng n\u00e0y \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng trong<span style=\"color: #ff6600;\"> <a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/handling-customer-complaints\/\">x\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00e1ch h\u00e0ng,<\/a><\/span>\u00a0n\u01a1i m\u1ed7i ph\u1ea3n \u1ee9ng sai c\u1ee7a nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 bi\u1ebfn m\u1ed9t v\u1ea5n \u0111\u1ec1 nh\u1ecf th\u00e0nh kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng.<\/p>\n<h2>4. Giao ti\u1ebfp r\u00f5 r\u00e0ng, s\u00fac t\u00edch v\u00e0 \u0111\u00fang tr\u1ecdng t\u00e2m<\/h2>\n<p>Giao ti\u1ebfp hi\u1ec7u qu\u1ea3 kh\u00f4ng ph\u1ea3i n\u00f3i nhi\u1ec1u m\u00e0 l\u00e0 n\u00f3i \u0111\u00fang.<\/p>\n<p>Khi kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u00ec m\u1ed9t v\u1ea5n \u0111\u1ec1 c\u1ee5 th\u1ec3, h\u1ecd c\u1ea7n \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft nhanh, r\u00f5 r\u00e0ng, ch\u1ee9 kh\u00f4ng mu\u1ed1n nghe m\u1ed9t b\u00e0i thuy\u1ebft tr\u00ecnh d\u00e0i v\u1ec1 s\u1ea3n ph\u1ea9m hay quy tr\u00ecnh n\u1ed9i b\u1ed9.<\/p>\n<p>N\u0103ng l\u1ef1c di\u1ec5n \u0111\u1ea1t r\u00f5 r\u00e0ng \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn AHT (<em>Average Handle Time<\/em>) \u2014 m\u1ed9t trong nh\u1eefng KPI quan tr\u1ecdng nh\u1ea5t trong <a href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/setup-and-operation-procedures-for-the-call-center\/\"><span style=\"color: #ff6600;\">v\u1eadn h\u00e0nh<\/span> <span style=\"color: #ff6600;\">Call Center<\/span><\/a>. Nh\u00e2n vi\u00ean n\u00f3i v\u00f2ng vo, thi\u1ebfu c\u1ea5u tr\u00fac ho\u1eb7c d\u00f9ng thu\u1eadt ng\u1eef k\u1ef9 thu\u1eadt kh\u00f4ng ph\u00f9 h\u1ee3p v\u1edbi kh\u00e1ch s\u1ebd k\u00e9o d\u00e0i th\u1eddi gian x\u1eed l\u00fd v\u00e0 gi\u1ea3m n\u0103ng su\u1ea5t to\u00e0n \u0111\u1ed9i.<\/p>\n<p><strong>M\u1ed9t s\u1ed1 nguy\u00ean t\u1eafc giao ti\u1ebfp r\u00f5 r\u00e0ng trong m\u00f4i tr\u01b0\u1eddng Sale &amp; CSKH:<\/strong><\/p>\n<ul>\n<li>N\u00f3i c\u00e2u ng\u1eafn, tr\u00ecnh b\u00e0y t\u1eebng \u0111i\u1ec3m m\u1ed9t, \u0111\u1eb7c bi\u1ec7t khi gi\u1ea3i th\u00edch quy tr\u00ecnh ho\u1eb7c h\u01b0\u1edbng d\u1eabn k\u1ef9 thu\u1eadt<\/li>\n<li>X\u00e1c nh\u1eadn kh\u00e1ch \u0111\u00e3 hi\u1ec3u tr\u01b0\u1edbc khi chuy\u1ec3n sang b\u01b0\u1edbc ti\u1ebfp theo<\/li>\n<li>Tr\u00e1nh d\u00f9ng t\u1eeb chuy\u00ean ng\u00e0nh khi kh\u00e1ch kh\u00f4ng thu\u1ed9c ng\u00e0nh \u0111\u00f3<\/li>\n<li>Trong giao ti\u1ebfp v\u0103n b\u1ea3n (email, chat), d\u00f9ng \u0111o\u1ea1n v\u0103n ng\u1eafn, g\u1ea1ch \u0111\u1ea7u d\u00f2ng khi li\u1ec7t k\u00ea nhi\u1ec1u h\u01a1n 3 th\u00f4ng tin<\/li>\n<\/ul>\n<p>V\u1edbi \u0111\u1ed9i ng\u0169 telesale B2B, kh\u1ea3 n\u0103ng tr\u00ecnh b\u00e0y gi\u00e1 tr\u1ecb s\u1ea3n ph\u1ea9m trong 30\u201360 gi\u00e2y \u0111\u1ea7u ti\u00ean (<em>elevator pitch<\/em>) quy\u1ebft \u0111\u1ecbnh ph\u1ea7n l\u1edbn t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c l\u1eafng nghe hay c\u00fap m\u00e1y.<\/p>\n<h2>5. T\u00f4n tr\u1ecdng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 d\u00e0i h\u1ea1n<\/h2>\n<p>Giao ti\u1ebfp t\u1ed1t kh\u00f4ng ch\u1ec9 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc m\u1eaft, m\u00e0 c\u00f2n \u0111\u1eb7t n\u1ec1n t\u1ea3ng cho m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i. \u0110\u00e2y l\u00e0 \u0111i\u1ec3m ph\u00e2n bi\u1ec7t gi\u1eefa nh\u00e2n vi\u00ean CSKH <em>x\u1eed l\u00fd giao d\u1ecbch<\/em> v\u00e0 nh\u00e2n vi\u00ean CSKH <em>t\u1ea1o ra tr\u1ea3i nghi\u1ec7m<\/em>.<\/p>\n<p>Nh\u1eefng h\u00e0nh \u0111\u1ed9ng t\u01b0\u1edfng nh\u1ecf nh\u01b0ng t\u1ea1o \u1ea5n t\u01b0\u1ee3ng l\u1edbn trong m\u1eaft kh\u00e1ch h\u00e0ng:<\/p>\n<ul>\n<li>Ghi nh\u1edb t\u00ean v\u00e0 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch, kh\u00f4ng \u0111\u1ec3 h\u1ecd ph\u1ea3i gi\u1ea3i th\u00edch l\u1ea1i t\u1eeb \u0111\u1ea7u m\u1ed7i l\u1ea7n li\u00ean h\u1ec7<\/li>\n<li>Kh\u00f4ng ph\u00e2n bi\u1ec7t m\u1ee9c \u0111\u1ed9 quan t\u00e2m d\u1ef1a tr\u00ean gi\u00e1 tr\u1ecb \u0111\u01a1n h\u00e0ng hay ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng<\/li>\n<li>Ch\u1ee7 \u0111\u1ed9ng c\u1eadp nh\u1eadt t\u00ecnh tr\u1ea1ng x\u1eed l\u00fd thay v\u00ec \u0111\u1ec3 kh\u00e1ch ph\u1ea3i g\u1ecdi l\u1ea1i h\u1ecfi<\/li>\n<li>K\u1ebft th\u00fac cu\u1ed9c giao ti\u1ebfp b\u1eb1ng x\u00e1c nh\u1eadn r\u00f5 b\u01b0\u1edbc ti\u1ebfp theo v\u00e0 th\u1eddi h\u1ea1n c\u1ee5 th\u1ec3<\/li>\n<\/ul>\n<p>V\u1ec1 d\u00e0i h\u1ea1n, <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/xay-dung-moi-quan-he-khach-hang\/\">x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng<\/a><\/span> ch\u00ednh l\u00e0 n\u1ec1n t\u1ea3ng \u0111\u1ec3 t\u0103ng Customer Lifetime Value, gi\u1ea3m churn rate v\u00e0 t\u1ea1o ra ngu\u1ed3n kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u t\u1ef1 nhi\u00ean, nh\u1eefng ch\u1ec9 s\u1ed1 m\u00e0 kh\u00f4ng m\u1ed9t chi\u1ebfn d\u1ecbch marketing n\u00e0o mua \u0111\u01b0\u1ee3c.<\/p>\n<h2>T\u1ea1i Sao \u0110\u00e0o T\u1ea1o K\u1ef9 N\u0103ng Giao Ti\u1ebfp C\u1ea7n \u0110\u01b0\u1ee3c H\u1ec7 Th\u1ed1ng H\u00f3a?<\/h2>\n<p>Nhi\u1ec1u doanh nghi\u1ec7p \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean giao ti\u1ebfp theo ki\u1ec3u <em>&#8220;c\u1ea7m tay ch\u1ec9 vi\u1ec7c&#8221;,<\/em> ng\u01b0\u1eddi c\u0169 h\u01b0\u1edbng d\u1eabn ng\u01b0\u1eddi m\u1edbi, m\u1ed7i ng\u01b0\u1eddi m\u1ed9t ki\u1ec3u, kh\u00f4ng c\u00f3 ti\u00eau chu\u1ea9n th\u1ed1ng nh\u1ea5t. K\u1ebft qu\u1ea3 l\u00e0 ch\u1ea5t l\u01b0\u1ee3ng giao ti\u1ebfp c\u00f3 s\u1ef1 dao \u0111\u1ed9ng l\u1edbn gi\u1eefa c\u00e1c c\u00e1 nh\u00e2n, gi\u1eefa c\u00e1c ca l\u00e0m vi\u1ec7c, v\u00e0 gi\u1eefa c\u00e1c k\u00eanh ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng.<\/p>\n<p>Khi quy m\u00f4 \u0111\u1ed9i ng\u0169 t\u0103ng l\u00ean, \u0111\u1eb7c bi\u1ec7t trong m\u00f4 h\u00ecnh <a href=\"https:\/\/bell24vietnam.vn\/en\/customer-care-service\/\"><span style=\"color: #ff6600;\">Contact Center outsourcing<\/span><\/a> hay BPO, s\u1ef1 thi\u1ebfu nh\u1ea5t qu\u00e1n n\u00e0y tr\u1ef1c ti\u1ebfp \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn SLA v\u00e0 \u0111i\u1ec3m tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n<p>Do \u0111\u00f3, \u0111\u00e0o t\u1ea1o k\u1ef9 n\u0103ng giao ti\u1ebfp hi\u1ec7u qu\u1ea3 c\u1ea7n \u0111\u00e1p \u1ee9ng ba y\u1ebfu t\u1ed1:<\/p>\n<p><strong>1. G\u1eafn v\u1edbi ti\u00eau chu\u1ea9n v\u1eadn h\u00e0nh th\u1ef1c t\u1ebf:<\/strong>\u00a0kh\u00f4ng ch\u1ec9 l\u00fd thuy\u1ebft m\u00e0 c\u1ea7n \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o k\u1ecbch b\u1ea3n, quy tr\u00ecnh v\u00e0 KPI hi\u1ec7n t\u1ea1i c\u1ee7a \u0111\u1ed9i ng\u0169.<\/p>\n<p><strong>2. \u0110o l\u01b0\u1eddng \u0111\u01b0\u1ee3c:<\/strong>\u00a0th\u00f4ng qua nghe l\u1ea1i cu\u1ed9c g\u1ecdi, \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng (QA), ho\u1eb7c ch\u01b0\u01a1ng tr\u00ecnh <a href=\"https:\/\/bell24vietnam.vn\/en\/mystery-shopping-service\/\"><span style=\"color: #ff6600;\">mystery shopper<\/span><\/a> \u0111\u1ec3 ph\u00e1t hi\u1ec7n \u0111i\u1ec3m y\u1ebfu giao ti\u1ebfp trong th\u1ef1c t\u1ebf.<\/p>\n<p><strong>3. \u0110\u00e0o t\u1ea1o li\u00ean t\u1ee5c:<\/strong>\u00a0k\u1ef9 n\u0103ng giao ti\u1ebfp c\u1ea7n \u0111\u01b0\u1ee3c c\u1ee7ng c\u1ed1 th\u01b0\u1eddng xuy\u00ean th\u00f4ng qua coaching, role-play v\u00e0 ph\u1ea3n h\u1ed3i t\u1eeb d\u1eef li\u1ec7u th\u1ef1c.<\/p>\n<h2>Conclusion<\/h2>\n<p>K\u1ef9 n\u0103ng giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 n\u0103ng l\u1ef1c c\u00f3 th\u1ec3 \u0111\u00e0o t\u1ea1o v\u00e0 c\u1ea3i thi\u1ec7n, nh\u01b0ng ch\u1ec9 khi doanh nghi\u1ec7p ti\u1ebfp c\u1eadn m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng, g\u1eafn v\u1edbi ti\u00eau chu\u1ea9n \u0111o l\u01b0\u1eddng c\u1ee5 th\u1ec3 v\u00e0 \u0111\u1ea7u t\u01b0 li\u00ean t\u1ee5c v\u00e0o \u0111\u1ed9i ng\u0169 tuy\u1ebfn \u0111\u1ea7u.<\/p>\n<p>N\u0103m k\u1ef9 n\u0103ng c\u1ed1t l\u00f5i trong b\u00e0i n\u00e0y g\u1ed3m: l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng, th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng, ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac, giao ti\u1ebfp r\u00f5 r\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 d\u00e0i h\u1ea1n \u2014 kh\u00f4ng ph\u1ea3i n\u0103m k\u1ef9 n\u0103ng \u0111\u1ed9c l\u1eadp. Ch\u00fang l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng b\u1ed5 tr\u1ee3 nhau, c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o \u0111\u1ed3ng b\u1ed9 v\u00e0 \u00e1p d\u1ee5ng nh\u1ea5t qu\u00e1n tr\u00ean m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<hr \/>\n<p><strong>Bellsystem24 Vietnam<\/strong> v\u1edbi h\u01a1n <strong>20 n\u0103m kinh nghi\u1ec7m<\/strong> v\u1eadn h\u00e0nh Contact Center v\u00e0 BPO, \u0111\u00e0o t\u1ea1o h\u01a1n <strong>1.000+ nh\u00e2n s\u1ef1 m\u1ed7i n\u0103m<\/strong> theo ti\u00eau chu\u1ea9n Nh\u1eadt B\u1ea3n, c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng v\u00e0 <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/customer-experience-science\/\">chu\u1ea9n h\u00f3a n\u0103ng l\u1ef1c giao ti\u1ebfp cho \u0111\u1ed9i ng\u0169 Sale &amp; CSKH<\/a><\/span>, t\u1eeb thi\u1ebft k\u1ebf ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o \u0111\u1ebfn tri\u1ec3n khai \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng th\u1ef1c t\u1ebf.<\/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: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/bell24vietnam.vn\/en\/contact-us\/\"><b>Form t\u01b0 v\u1ea5n \u2192<\/b><\/a><\/span><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>K\u1ef9 n\u0103ng giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i t\u1ed1 ch\u1ea5t b\u1ea9m sinh. \u0110\u00e2y l\u00e0 n\u0103ng l\u1ef1c c\u00f3 th\u1ec3 \u0111\u00e0o [&hellip;]<\/p>","protected":false},"author":1,"featured_media":3942,"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":[44],"class_list":["post-6762","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc","tag-dao-tao"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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