{"id":6845,"date":"2020-09-12T16:27:00","date_gmt":"2020-09-12T09:27:00","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6845"},"modified":"2020-09-12T16:27:00","modified_gmt":"2020-09-12T09:27:00","slug":"quan-diem-cua-chuyen-gia-ve-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/quan-diem-cua-chuyen-gia-ve-cham-soc-khach-hang\/","title":{"rendered":"10 EXPERT OPINIONS ON CUSTOMER CARE"},"content":{"rendered":"

B\u1ea1n \u0111\u00e3 b\u1ecf l\u1ee1 m\u1ed9t s\u1ed1 quan \u0111i\u1ec3m s\u00e2u s\u1eafc tuy\u1ec7t v\u1eddi n\u00e0o g\u1ea7n \u0111\u00e2y c\u1ee7a nh\u1eefng chuy\u00ean gia trong ng\u00e0nh\u00a0customer service<\/a>\u00a0hay ch\u01b0a? Ch\u00fang t\u00f4i \u0111\u00e3 t\u1ed5ng h\u1ee3p \u0111\u01b0\u1ee3c 10 m\u1eb9o v\u1eb7t v\u00e0 c\u00e1c quan \u0111i\u1ec3m ri\u00eang t\u1eeb m\u1ed9t s\u1ed1 chuy\u00ean gia gi\u1ecfi nh\u1ea5t trong ng\u00e0nh \u0111\u1ec3 gi\u00fap b\u1ea1n lu\u00f4n c\u1eadp nh\u1eadt c\u00e1c ch\u1ee7 \u0111\u1ec1 v\u00e0 xu h\u01b0\u1edbng quan tr\u1ecdng hi\u1ec7n nay.<\/p>\n

1. B\u1ea1n ph\u1ea3i “C\u00d3 \u0110\u01af\u1ee2C” s\u1ef1 tin t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng (Lynn Hunsaker).\u00a0<\/strong><\/h2>\n

\"S\u1ef1<\/p>\n

Lynn Hunsaker g\u1ea7n \u0111\u00e2y \u0111\u00e3 vi\u1ebft v\u1ec1 vi\u1ec7c thu h\u00fat \u0111\u01b0\u1ee3c s\u1ef1 tin t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng trong b\u00e0i b\u00e1o “L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 n\u00e2ng cao v\u00e0 \u0111\u1ea9y m\u1ea1nh c\u00e1c ch\u00ednh s\u00e1ch tr\u1ea3i nghi\u1ec7m cho kh\u00e1ch h\u00e0ng”. Theo Lynn “N\u1ebfu b\u1ea1n mu\u1ed1n kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh tin t\u01b0\u1edfng v\u00e0 l\u1ef1a ch\u1ecdn th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a c\u00f4ng ty, h\u00e3y cho h\u1ecd th\u1ea5y b\u1ea1n c\u0169ng tin t\u01b0\u1edfng h\u1ecd v\u00e0 nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n”.<\/p>\n

Hunsaker hi\u1ec7n l\u00e0 CEO c\u1ee7a\u00a0ClearAction<\/strong><\/em>, m\u1ed9t c\u00f4ng ty chuy\u00ean t\u01b0 v\u1ea5n v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cho c\u00e1c doanh nghi\u1ec7p. C\u00f4ng ty c\u1ee7a Hunsaker t\u1eadp trung t\u01b0 v\u1ea5n cho c\u00e1c c\u00f4ng ty \u0111\u1ec3 ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 l\u00e0m c\u00e1ch n\u00e0o thu h\u00fat kh\u00e1ch h\u00e0ng v\u00e0 giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t. Lynn c\u00f3 kinh nghi\u1ec7m 16 n\u0103m trong ngh\u1ec1 v\u00e0 bao g\u1ed3m c\u1ea3 vi\u1ec7c l\u00e0 ch\u1ee7 t\u1ecbch c\u1ee7a m\u1ed9t nh\u00f3m \u0111\u1eb7c nhi\u1ec7m 12 qu\u1ed1c gia, s\u00e1u b\u1ed9 ph\u1eadn thi\u1ebft k\u1ebf ph\u01b0\u01a1ng ph\u00e1p l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng t\u1ea1i Sonoco Products. Kh\u00f4ng nh\u1eefng th\u1ebf, c\u00f4 c\u00f2n l\u00e0 m\u1ed9t chuy\u00ean gia v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, l\u00e0 t\u00e1c gi\u1ea3 v\u00e0 l\u00e0 nh\u00e0 l\u00e3nh \u0111\u1ea1o t\u01b0 t\u01b0\u1edfng \u0111\u01b0\u1ee3c c\u00f4ng nh\u1eadn trong l\u0129nh v\u1ef1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n

2. \u0110\u1eebng L\u00c3NG PH\u00cd th\u1eddi gian c\u1ee7a kh\u00e1ch h\u00e0ng (Flavio Martins).\u00a0<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Flavio Martins c\u00f3 m\u1ed9t trang web g\u1ecdi l\u00e0\u00a0WIN THE CUSTOMER<\/strong><\/em>, n\u01a1i \u00f4ng \u0111\u00e3 \u0111\u0103ng b\u00e0i b\u00e1o “Up ante with Your On-Hold System \u0111\u1ec3 gi\u00e0nh \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng”, trong \u0111\u00f3 \u00f4ng gi\u1ea3i th\u00edch l\u00e0m th\u1ebf n\u00e0o doanh nghi\u1ec7p c\u00f3 th\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch l\u00e0m cho th\u1eddi gian c\u1ee7a kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u v\u1edbi doanh nghi\u1ec7p.<\/p>\n

\u2022 Kh\u00f4ng n\u00ean b\u1eaft kh\u00e1ch h\u00e0ng ch\u1edd \u0111\u1ee3i qu\u00e1 l\u00e2u \u0111\u1ec3 k\u1ebft n\u1ed1i v\u1edbi c\u00f4ng ty.
\n\u2022 H\u00e3y \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd bi\u1ebft r\u00f5 th\u1eddi gian ch\u1edd \u0111\u1ee3i \u0111\u1ec3 k\u1ebft n\u1ed1i l\u00e0 bao l\u00e2u.
\n\u2022 Nh\u00e2n vi\u00ean n\u00ean g\u1ecdi l\u1ea1i trong kh\u00e1ch h\u00e0ng trong tr\u01b0\u1eddng h\u1ee3p kh\u00e1ch h\u00e0ng ch\u01b0a \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i.
\n\u2022 Xem x\u00e9t th\u00eam vi\u1ec7c tr\u00f2 chuy\u1ec7n tr\u1ef1c tuy\u1ebfn v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

Martins l\u00e0 Ph\u00f3 Gi\u00e1m \u0111\u1ed1c v\u1eadn h\u00e0nh v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng c\u1ee7a\u00a0DigiCert, Inc.<\/strong><\/em>, nh\u00e0 cung c\u1ea5p Qu\u1ea3n l\u00fd ch\u1ee9ng ch\u1ec9 SSL doanh nghi\u1ec7p h\u00e0ng \u0111\u1ea7u v\u00e0 c\u00f4ng ngh\u1ec7 PKI cho vi\u1ec7c b\u1ea3o m\u1eadt trong Internet of Things. Tr\u1ecdng t\u00e2m c\u1ee7a \u00f4ng l\u00e0 gi\u00fap \u0111\u1ee1 c\u00e1c \u0111\u1ed9i ng\u0169 s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 v\u1edbi y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi \u0111\u1eb7c bi\u1ec7t \u0111\u1ec3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t v\u00e0 \u0111\u00e1ng nh\u1edb.<\/p>\n

3. \u0110\u1ea7u t\u01b0 v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0m t\u0103ng l\u1ee3i nhu\u1eadn c\u1ee7a c\u00f4ng ty (Shep Hyken).<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Shep g\u1ea7n \u0111\u00e2y \u0111\u00e3 vi\u1ebft m\u1ed9t b\u00e0i b\u00e1o v\u1ec1 CGS “\u0110\u00e0o t\u1ea1o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t \u0111\u1ea7u t\u01b0 tr\u1ea3 gi\u00e1”, trong \u0111\u00f3 \u00f4ng th\u1ea3o lu\u1eadn v\u1ec1 c\u00e1ch c\u00e1c c\u00f4ng ty chi ti\u00eau c\u00e1c ngu\u1ed3n l\u1ef1c v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0m t\u0103ng l\u1ee3i nhu\u1eadn v\u00e0 t\u1ea1o ra s\u1ef1 t\u0103ng tr\u01b0\u1edfng.<\/p>\n

Shep Hyken, CSP, CPAE l\u00e0 CAO (Tr\u01b0\u1edfng \u0111\u1ea1i di\u1ec7n) c\u1ee7a v\u0103n ph\u00f2ng \u0111\u1ea1i di\u1ec7n\u00a0Shapard<\/strong><\/em>. L\u00e0 m\u1ed9t chuy\u00ean gia v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 l\u00e0 m\u1ed9t di\u1ec5n gi\u1ea3 quan tr\u1ecdng, Shep l\u00e0m vi\u1ec7c v\u1edbi c\u00e1c c\u00f4ng ty mu\u1ed1n x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 trung th\u00e0nh v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e2n vi\u00ean. \u00d4ng l\u00e0 m\u1ed9t h\u1ed9i tr\u01b0\u1edfng c\u1ee7a hi\u1ec7p h\u1ed9i di\u1ec5n gi\u1ea3 n\u1ed5i ti\u1ebfng v\u00e0 m\u1ed9t t\u00e1c gi\u1ea3 c\u00f3 s\u1ed1 l\u01b0\u1ee3ng s\u00e1ch b\u00e1n ch\u1ea1y nh\u1ea5t c\u1ee7a t\u1edd\u00a0New York Times<\/strong><\/em>\u00a0and\u00a0Wall Street Journal<\/strong><\/em>.<\/p>\n

4. C\u00e1c c\u00f4ng ty \u0111\u1ed1i x\u1eed v\u1edbi kh\u00e1ch h\u00e0ng t\u1ed1t th\u00ec s\u1ebd thu h\u00fat nh\u00e2n vi\u00ean t\u1ed1t h\u01a1n (Vala Afshar).<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Vala Afshar vi\u1ebft v\u00e0 n\u00f3i chuy\u1ec7n th\u01b0\u1eddng xuy\u00ean v\u1ec1 t\u00e1c \u0111\u1ed9ng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00e3 thu h\u00fat \u0111\u01b0\u1ee3c t\u00e0i n\u0103ng tuy\u1ec7t v\u1eddi. Afshar kh\u1eb3ng \u0111\u1ecbnh r\u1eb1ng v\u0103n h\u00f3a c\u1ee7a c\u00f4ng ty b\u1ea1n l\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng trong c\u00e1ch th\u1ee9c m\u00e0 n\u1ec1n v\u0103n h\u00f3a c\u1ee7a b\u1ea1n c\u00f3 tr\u1ea3i nghi\u1ec7m c\u1ee7a ng\u01b0\u1eddi kh\u00e1c. N\u1ebfu d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n \u1edf v\u1ecb tr\u00ed h\u00e0ng \u0111\u1ea7u, s\u1ef1 nh\u1eadn bi\u1ebft v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n s\u1ebd cao h\u01a1n nhi\u1ec1u v\u00e0 s\u1ebd t\u0103ng kh\u1ea3 n\u0103ng thu h\u00fat nh\u1eefng t\u00e0i n\u0103ng t\u1ed1t nh\u1ea5t.<\/p>\n

Vala Afshar l\u00e0 Nh\u00e0 Truy\u1ec1n thanh K\u1ef9 thu\u1eadt s\u1ed1 h\u00e0ng \u0111\u1ea7u t\u1ea1i\u00a0Salesforce.com<\/strong><\/em>. Vai tr\u00f2 tr\u01b0\u1edbc \u0111\u00e2y c\u1ee7a \u00f4ng l\u00e0 Gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb,\u00a0Extreme Networks<\/strong><\/em>\u00a0v\u00e0 CMO v\u00e0 Gi\u00e1m \u0111\u1ed1c kh\u00e1ch h\u00e0ng c\u1ee7a\u00a0Enterasys Networks<\/strong><\/em>. Afshar c\u0169ng \u0111\u00f3ng g\u00f3p th\u01b0\u1eddng xuy\u00ean cho\u00a0Huffpost<\/strong><\/em>,\u00a0INC Magazine<\/strong><\/em>\u00a0v\u00e0 c\u00e1c \u1ea5n ph\u1ea9m kh\u00e1c bao g\u1ed3m c\u00e1c ch\u1ee7 \u0111\u1ec1 li\u00ean quan \u0111\u1ebfn chuy\u1ec3n \u0111\u1ed5i kinh doanh s\u1ed1, xu\u1ea5t s\u1eafc trong kinh doanh v\u00e0 xu h\u01b0\u1edbng.<\/p>\n

5. N\u00f3i ng\u00f4n ng\u1eef c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng trong tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi nh\u1ea5t (Annette Franz, CCXP).<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Annette Franz g\u1ea7n \u0111\u00e2y \u0111\u00e3 \u0111\u0103ng m\u1ed9t b\u00e0i vi\u1ebft v\u1ec1 ch\u1ee7 \u0111\u1ec1 “B\u1ea1n v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u00f3 n\u00f3i c\u00f9ng ng\u00f4n ng\u1eef hay kh\u00f4ng?” C\u00f4 \u1ea5y vi\u1ebft r\u1eb1ng b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c c\u1ee5m t\u1eeb ho\u1eb7c t\u1eeb v\u1ef1ng kh\u00e1c nhau th\u00ec \u00a0c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng nh\u1ea7m l\u1eabn ch\u00fang. \u0110i\u1ec1u n\u00e0y l\u00e0m gi\u1ea3m s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd khi t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n v\u00e0 c\u0169ng l\u00e0m gi\u1ea3m kh\u1ea3 n\u0103ng h\u1ecd s\u1ebd mua h\u00e0ng t\u1eeb b\u1ea1n ho\u1eb7c tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean. C\u00f4 \u0111\u01b0a ra 5 m\u1eb9o n\u00e0y \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng b\u1ea1n v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u1edf c\u00f9ng m\u1ed9t ng\u00f4n ng\u1eef v\u00e0 suy ngh\u0129:<\/p>\n

\u2022 Kh\u00f4ng s\u1eed d\u1ee5ng t\u1eeb vi\u1ebft t\u1eaft, t\u00ean s\u1ea3n ph\u1ea9m b\u00ean trong, t\u1eeb ng\u1eef chuy\u00ean ng\u00e0nh\u2026<\/p>\n

\u2022 L\u1eafng nghe c\u00e1c t\u00edn hi\u1ec7u t\u1eeb kh\u00e1ch h\u00e0ng.<\/p>\n

\u2022 Nh\u1eadn ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng t\u1eeb\u00a0tin nh\u1eafn v\u00e0 truy\u1ec1n th\u00f4ng c\u1ee7a b\u1ea1n, t\u00ecm hi\u1ec3u v\u00e0 th\u00edch \u1ee9ng v\u1edbi ng\u00f4n ng\u1eef c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/p>\n

\u2022 Hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n, nhu c\u1ea7u c\u1ee7a h\u1ecd v\u00e0 c\u00f4ng vi\u1ec7c m\u00e0 h\u1ecd \u0111ang c\u1ed1 g\u1eafng l\u00e0m<\/p>\n

Franz vi\u1ebft blog t\u1ea1i\u00a0CX Journey<\/strong><\/em>, n\u01a1i chia s\u1ebb ni\u1ec1m \u0111am m\u00ea c\u1ee7a m\u00ecnh trong vi\u1ec7c gi\u00fap c\u00e1c c\u00f4ng ty hi\u1ec3u \u0111\u01b0\u1ee3c t\u1ea7m quan tr\u1ecdng c\u1ee7a tr\u1ea3i nghi\u1ec7m c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 vai tr\u00f2 c\u1ee7a h\u1ecd trong vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t c\u0169ng nh\u01b0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 bi\u1ebfn \u0111\u1ed5i n\u1ec1n v\u0103n h\u00f3a c\u1ee7a h\u1ecd \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m c\u1ee7a m\u1ecdi cu\u1ed9c tr\u00f2 chuy\u1ec7n. G\u1ea7n \u0111\u00e2y, c\u00f4 \u0111\u01b0\u1ee3c t\u1ea1p ch\u00ed\u00a0Business Insider<\/strong><\/em>\u00a0c\u00f4ng nh\u1eadn l\u00e0 m\u1ed9t trong “100 ph\u1ee5 n\u1eef c\u00f3 \u1ea3nh h\u01b0\u1edfng nh\u1ea5t tr\u00ean Twitter” v\u00e0 \u0111\u00e3 \u0111\u01b0\u1ee3c nhi\u1ec1u t\u1ed5 ch\u1ee9c c\u00f4ng nh\u1eadn l\u00e0 ng\u01b0\u1eddi c\u00f3 \u1ea3nh h\u01b0\u1edfng nh\u1ea5t trong l\u0129nh v\u1ef1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n

6. C\u00e1c c\u00f4ng ty ph\u1ea3i b\u1ea3o v\u1ec7 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng ho\u1eb7c l\u00e0 s\u1ebd m\u1ea5t l\u00f2ng tin t\u1eeb kh\u00e1ch h\u00e0ng (Myles Suer).<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Myles Suer th\u01b0\u1eddng xuy\u00ean vi\u1ebft b\u00e0i v\u1ec1 c\u00e1c v\u1ea5n \u0111\u1ec1 li\u00ean quan \u0111\u1ebfn gi\u00e1n \u0111o\u1ea1n k\u1ef9 thu\u1eadt s\u1ed1, c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o… Trong m\u1ed9t b\u00e0i g\u1ea7n \u0111\u00e2y, “C\u00e1c nh\u00e0 b\u00e1n l\u1ebb chi\u1ebfn th\u1eafng \u0111\u00e3 x\u1eed l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t vi\u00ean kim c\u01b0\u01a1ng trong v\u00f9ng th\u00f4”, \u00f4ng vi\u1ebft, “\u0110i\u1ec1u quan tr\u1ecdng l\u00e0 c\u00e1c nh\u00e0 b\u00e1n l\u1ebb thu th\u1eadp d\u1eef li\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f9ng nhau. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 h\u1ecd \u0111\u00e3 t\u1eadp h\u1ee3p \u0111\u01b0\u1ee3c m\u1ed9t b\u1ee9c tranh \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 ng\u01b0\u1eddi ti\u00eau d\u00f9ng nh\u01b0ng \u0111\u1ed3ng th\u1eddi tr\u1edf th\u00e0nh ng\u01b0\u1eddi qu\u1ea3n l\u00fd d\u1eef li\u1ec7u t\u1ed1t h\u01a1n\u201d.<\/p>\n

Myles Suer l\u00e0 m\u1ed9t nh\u00e0 chi\u1ebfn l\u01b0\u1ee3c kinh doanh t\u1eadp trung v\u00e0o c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ec3 gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c chuy\u1ec3n \u0111\u1ed5i v\u1edbi d\u1eef li\u1ec7u. \u00d4ng l\u00e0 ng\u01b0\u1eddi \u0111i\u1ec1u khi\u1ec3n\u00a0#OCOChat<\/strong>, t\u1ed5 ch\u1ee9c c\u00e1c cu\u1ed9c th\u1ea3o lu\u1eadn v\u1edbi c\u00e1c nh\u00e0 qu\u1ea3n tr\u1ecb t\u1eeb kh\u1eafp n\u01a1i tr\u00ean th\u1ebf gi\u1edbi trong nhi\u1ec1u ng\u00e0nh c\u00f4ng nghi\u1ec7p kh\u00e1c nhau bao g\u1ed3m ng\u00e2n h\u00e0ng, b\u1ea3o hi\u1ec3m, gi\u00e1o d\u1ee5c v\u00e0 ch\u00ednh ph\u1ee7. Suer l\u00e0 Gi\u00e1m \u0111\u1ed1c gi\u1ea3i ph\u00e1p v\u00e0 ti\u1ebfp th\u1ecb c\u00f4ng nghi\u1ec7p t\u1ea1i\u00a0Protegrity<\/strong><\/em>.<\/p>\n

7. Hi\u1ec3u \u0111\u01b0\u1ee3c mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 ch\u00eca kh\u00f3a th\u00e0nh c\u00f4ng (Brad Cleverland).<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Brad Cleveland g\u1ea7n \u0111\u00e2y \u0111\u00e3 \u0111\u0103ng m\u1ed9t b\u00e0i b\u00e1o \u0111\u01b0 ra cho c\u00e1c doanh nghi\u1ec7p l\u1eddi khuy\u00ean v\u1ec1 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 “Thay \u0111\u1ed5i H\u1ea7u h\u1ebft Kh\u00e1ch h\u00e0ng”, trong \u0111\u00f3 \u00f4ng \u0111\u00e3 \u0111\u0103ng m\u1ed9t danh s\u00e1ch 10 \u0111i\u1ec1u mong \u0111\u1ee3i ch\u00ednh c\u1ee7a kh\u00e1ch h\u00e0ng r\u00fat ra t\u1eeb Call Center Management tr\u00ean Fast Forward:<\/p>\n

1. \u0110\u01b0\u1ee3c ti\u1ebfp c\u1eadn<\/p>\n

2. \u0110\u1ed1i x\u1eed v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch l\u1ecbch s\u1ef1<\/p>\n

3. H\u00e3y \u0111\u00e1p \u1ee9ng nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng c\u1ea7n v\u00e0 mong mu\u1ed1n<\/p>\n

4. L\u00e0m nh\u1eefng g\u00ec m\u00e0 kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u 1 c\u00e1ch nhanh ch\u00f3ng<\/p>\n

5. Cung c\u1ea5p cho kh\u00e1ch h\u00e0ng 1 \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea1n v\u00e0 th\u00f4ng th\u1ea1o c\u00e1c k\u1ef9 n\u0103ng giao ti\u1ebfp<\/p>\n

6. N\u00f3i v\u1edbi kh\u00e1ch h\u00e0ng \u0111i\u1ec1u g\u00ec s\u1ebd di\u1ec5n ra<\/p>\n

7. Cam k\u1ebft v\u00e0 gi\u1eef \u0111\u00fang l\u1eddi cam k\u1ebft \u0111\u00f3<\/p>\n

8. L\u00e0m ngay l\u1ea7n \u0111\u1ea7u ti\u00ean<\/p>\n

9. Theo d\u00f5i<\/p>\n

10. C\u00f3 tr\u00e1ch nhi\u1ec7m v\u1edbi x\u00e3 h\u1ed9i v\u00e0 \u0111\u1ea1o \u0111\u1ee9c<\/p>\n

Cleveland \u0111\u01b0\u1ee3c bi\u1ebft \u0111\u1ebfn tr\u00ean to\u00e0n c\u1ea7u nh\u01b0 m\u1ed9t trong nh\u1eefng chuy\u00ean gia h\u00e0ng \u0111\u1ea7u hi\u1ec7n nay v\u1ec1 chi\u1ebfn l\u01b0\u1ee3c v\u00e0 d\u1ecbch v\u1ee5 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng v\u00e0 k\u00eanh v\u1ec7 tinh. L\u00e0 m\u1ed9t nh\u00e0 t\u01b0 v\u1ea5n v\u00e0 di\u1ec5n gi\u1ea3 \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u, \u00f4ng \u0111\u00e3 l\u00e0m vi\u1ec7c t\u1ea1i 45 ti\u1ec3u bang v\u00e0 tr\u00ean 60 qu\u1ed1c gia, v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a \u00f4ng \u0111\u00e3 bao g\u1ed3m nhi\u1ec1u l\u00e3nh \u0111\u1ea1o trong ng\u00e0nh d\u1ecbch v\u1ee5 ng\u00e0y nay. \u00d4ng vi\u1ebft c\u00e1c b\u00e0i b\u00e1o v\u00e0 ghi l\u1ea1i podcast v\u1ec1 chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng, d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

8. B\u1ea1n ph\u1ea3i hi\u1ec3u \u0111\u01b0\u1ee3c b\u1ed1i c\u1ea3nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi (Adrian Swinscoe).<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Adrian Swinscoe \u0111\u00e3 ph\u1ecfng v\u1ea5n William Colleran, Ch\u1ee7 t\u1ecbch ki\u00eam Gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh\u00a0AnswerDash<\/strong><\/em>, m\u1ed9t h\u1ec7 th\u1ed1ng th\u00f4ng tin t\u00ecnh b\u00e1o nh\u00e2n t\u1ea1o v\u00e0 ti\u00ean \u0111o\u00e1n (AI) \u0111\u00e3 h\u1ed7 tr\u1ee3 Q & A Saas cho c\u00e1c c\u00f4ng ty trong nhi\u1ec1u ng\u00e0nh. T\u1ea1i sao nh\u1eefng C\u00e2u H\u1ecfi Th\u01b0\u1eddng G\u1eb7p kh\u00f4ng \u0111\u1ee7 v\u00e0 nh\u1eefng g\u00ec c\u00e1c c\u00f4ng ty n\u00ean l\u00e0m \u0111\u1ec3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 ph\u1ee5c v\u1ee5.<\/p>\n

Swinscoe l\u00e0 nh\u00e0 t\u01b0 v\u1ea5n v\u00e0 c\u1ed1 v\u1ea5n kinh nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u00e3 gi\u00fap c\u00e1c doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n trong 20 n\u0103m. \u00d4ng t\u1eadp trung ch\u1ee7 y\u1ebfu v\u00e0o c\u00e1ch c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, x\u00e2y d\u1ef1ng s\u1ef1 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i ti\u1ebfn d\u1ecbch v\u1ee5. N\u0103m 2016, Adrian xu\u1ea5t b\u1ea3n m\u1ed9t cu\u1ed1n s\u00e1ch “How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing” bao g\u1ed3m 68 chi\u1ebfn l\u01b0\u1ee3c l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 \u0111\u1ee9ng ngo\u00e0i c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a b\u1ea1n v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1eb3ng c\u1ea5p th\u1ebf gi\u1edbi.<\/p>\n

9.\u00a0AI l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng cho tr\u1ea3i nghi\u1ec7m c\u1ee7a ng\u01b0\u1eddi d\u00f9ng (R Ray Wang).<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Ray Wang vi\u1ebft r\u1ea5t nhi\u1ec1u v\u1ec1 AI, v\u00e0 n\u0103m 2016, \u00f4ng \u0111\u00e3 xu\u1ea5t b\u1ea3n m\u1ed9t danh s\u00e1ch “B\u1ea3y Y\u1ebfu t\u1ed1 th\u00e0nh c\u00f4ng AI y\u00eau c\u1ea7u”.<\/strong><\/p>\n

1. T\u1eadp d\u1eef li\u1ec7u l\u1edbn<\/p>\n

2. S\u1ee9c m\u1ea1nh m\u00e1y t\u00ednh kh\u1ed5ng l\u1ed3<\/p>\n

3. Th\u1eddi gian<\/p>\n

4. T\u00e0i n\u0103ng to\u00e1n h\u1ecdc tuy\u1ec7t v\u1eddi.<\/p>\n

5. Chuy\u00ean m\u00f4n c\u1ee5 th\u1ec3 v\u1ec1 ng\u00e0nh.<\/p>\n

6. Giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng t\u1ef1 nhi\u00ean v\u00e0 tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng<\/p>\n

7. \u0110\u1ed9ng c\u01a1 khuy\u1ebfn kh\u00edch.<\/p>\n

\u00d4ng Wang l\u00e0 chuy\u00ean gia ph\u00e2n t\u00edch, ng\u01b0\u1eddi s\u00e1ng l\u1eadp v\u00e0 ch\u1ee7 t\u1ecbch c\u1ee7a\u00a0Constellation Research, Inc<\/strong><\/em>. \u00d4ng l\u00e0 t\u00e1c gi\u1ea3 c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c kinh doanh v\u00e0 blog c\u00f4ng ngh\u1ec7 n\u1ed5i ti\u1ebfng ” A Software Insider\u2019s Point of View.\u201d Wang \u0111\u00e3 gi\u1eef vai tr\u00f2 \u0111i\u1ec1u h\u00e0nh trong s\u1ea3n ph\u1ea9m , ti\u1ebfp th\u1ecb, chi\u1ebfn l\u01b0\u1ee3c v\u00e0 t\u01b0 v\u1ea5n t\u1ea1i c\u00e1c c\u00f4ng ty nh\u01b0\u00a0Forrester Research<\/strong><\/em>,\u00a0Oracle<\/strong><\/em>,\u00a0PeopleSoft<\/strong><\/em>,\u00a0Deloitte<\/strong><\/em>,\u00a0Ernst & Young<\/strong><\/em>, v\u00e0\u00a0B\u1ec7nh vi\u1ec7n Johns Hopkins<\/strong><\/em>.<\/p>\n

10. Th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n th\u00fac \u0111\u1ea9y n\u1ec1n v\u0103n h\u00f3a c\u1ee7a b\u1ea1n (Jim Bass).<\/strong><\/h2>\n

\"\u0111\u00e1nh<\/p>\n

Jim Bass ph\u00e1t h\u00e0nh m\u1ed9t blog video th\u1ef1c s\u1ef1 s\u00e2u s\u1eafc, “S\u00e1u b\u00ed m\u1eadt \u0111\u1ec3 gi\u00e0nh \u0111\u01b0\u1ee3c s\u1ef1 \u0111\u00f3ng g\u00f3p c\u1ee7a nh\u00e2n vi\u00ean \u0111\u1ed1i v\u1edbi c\u00e1c s\u00e1ng ki\u1ebfn kinh doanh c\u1ee7a kh\u00e1ch h\u00e0ng (hay b\u1ea5t k\u1ef3 ch\u01b0\u01a1ng tr\u00ecnh c\u1ea3i ti\u1ebfn n\u00e0o kh\u00e1c)” \u0111\u1ec3 gi\u00fap c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o c\u1ee7a CX tr\u1ea3 l\u1eddi nh\u1eefng c\u00e2u h\u1ecfi sau:<\/p>\n

\u2022 \u201cL\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 nh\u00e2n vi\u00ean m\u00ecnh chia s\u1ebb th\u00f4ng tin chi ti\u1ebft?”<\/p>\n

\u2022 \u201cL\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c Ti\u1ebfng n\u00f3i c\u1ee7a nh\u00e2n vi\u00ean?\u201d<\/p>\n

\u2022 “L\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 s\u1eed d\u1ee5ng VOE \u0111\u1ec3 t\u00e1c \u0111\u1ed9ng \u0111\u1ebfn s\u1ef1 thay \u0111\u1ed5i b\u1ec1n v\u1eefng?”<\/p>\n

Sau \u0111\u00f3, Bass chia s\u1ebb 6 b\u01b0\u1edbc ho\u1eb7c h\u00e0nh \u0111\u1ed9ng d\u1ec5 nh\u1edb \u0111\u1ec3 gi\u00fap c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o c\u1ee7a CX bao g\u1ed3m:<\/p>\n

\u2022 Use VOE collection activities as a way to improve projects and programs.<\/p>\n

\u2022 Enhance leadership skills and top branding<\/p>\n

\u2022 Build trust, cooperation and respect within the team<\/p>\n

\u2022 Transforming organizational culture<\/p>\n

Jim Bass is currently the Director of Customer Advocacy for\u00a0ADP<\/strong><\/em>, and is a customer engagement strategist with over 10 years of experience managing people and corporate clients, helping them grow satisfaction from products and services. He has used data\u00a0Voice of the Customer<\/em>\u00a0and\u00a0Voice of the Employee<\/em>\u00a0to implement successful programs to increase and improve participation.<\/p>","protected":false},"excerpt":{"rendered":"

B\u1ea1n \u0111\u00e3 b\u1ecf l\u1ee1 m\u1ed9t s\u1ed1 quan \u0111i\u1ec3m s\u00e2u s\u1eafc tuy\u1ec7t v\u1eddi n\u00e0o g\u1ea7n \u0111\u00e2y c\u1ee7a nh\u1eefng chuy\u00ean gia trong […]<\/p>","protected":false},"author":1,"featured_media":6846,"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-6845","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"\n10 QUAN \u0110I\u1ec2M C\u1ee6A CHUY\u00caN GIA V\u1ec0 CH\u0102M S\u00d3C KH\u00c1CH H\u00c0NG - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"B\u1ea1n \u0111\u00e3 b\u1ecf l\u1ee1 m\u1ed9t s\u1ed1 quan \u0111i\u1ec3m s\u00e2u s\u1eafc tuy\u1ec7t v\u1eddi n\u00e0o g\u1ea7n \u0111\u00e2y c\u1ee7a nh\u1eefng chuy\u00ean gia trong ng\u00e0nh d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hay ch\u01b0a? 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