{"id":8505,"date":"2023-01-10T17:19:33","date_gmt":"2023-01-10T10:19:33","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=8505"},"modified":"2024-08-05T11:36:28","modified_gmt":"2024-08-05T04:36:28","slug":"kando-phuong-cham-cskh-bang-su-dong-cam-chinh-phuc-khach-hang-bang-su-tan-tam","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/kando-phuong-cham-cskh-bang-su-dong-cam-chinh-phuc-khach-hang-bang-su-tan-tam\/","title":{"rendered":"KANDO \u2013 Customer service motto with empathy. Winning customers with dedication"},"content":{"rendered":"

KANDO l\u00e0 g\u00ec trong Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

Kando<\/span><\/i> l\u00e0 m\u1ed9t t\u1eeb ti\u1ebfng Nh\u1eadt di\u1ec5n t\u1ea3 c\u1ea3m x\u00fac h\u00e0i l\u00f2ng s\u00e2u s\u1eafc v\u00e0 ph\u1ea5n kh\u00edch m\u1ea1nh m\u1ebd khi tr\u1ea3i nghi\u1ec7m m\u1ed9t \u0111i\u1ec1u g\u00ec \u0111\u00f3 v\u01b0\u1ee3t l\u00ean tr\u00ean c\u1ea3 s\u1ef1 mong \u0111\u1ee3i. Kando \u0111\u01b0\u1ee3c \u1ee9ng d\u1ee5ng trong CSKH nh\u01b0 ph\u01b0\u01a1ng ph\u00e1p khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi d\u1ecbch v\u1ee5 b\u1eb1ng s\u1ef1 c\u1ea3m k\u00edch.<\/span><\/p>\n

Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1<\/b><\/h2>\n

Ngh\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c v\u00ed nh\u01b0 \u201cl\u00e0m d\u00e2u tr\u0103m h\u1ecd\u201d. Trong h\u00e0ng tr\u0103m cu\u1ed9c h\u1ed9i tho\u1ea1i qua tin nh\u1eafn, t\u1ed5ng \u0111\u00e0i, email, mobile app,… agent ph\u1ea3i ti\u1ebfp x\u00fac v\u1edbi r\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng kh\u00e1c nhau. Kh\u00e1ch ni\u1ec1m n\u1edf c\u00f3, vui v\u1ebb c\u00f3, kh\u00f3 t\u00ednh c\u00f3, c\u1ef1c k\u1ef3 kh\u00f3 t\u00ednh c\u00f3. Nh\u01b0ng t\u1ea5t c\u1ea3 khi li\u00ean l\u1ea1c \u0111\u1ebfn Contact Center, th\u00ec ch\u1eafc ch\u1eafn r\u1eb1ng h\u1ecd \u0111ang g\u1eb7p ph\u1ea3i v\u1ea5n \u0111\u1ec1 n\u00e0o \u0111\u00f3 c\u1ea7n \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n v\u00e0 gi\u1ea3i quy\u1ebft.\u00a0<\/span><\/p>\n

M\u1ed9t case th\u00e0nh c\u00f4ng l\u00e0 khi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u00e0 vui v\u1ebb k\u1ebft th\u00fac cu\u1ed9c tr\u00f2 chuy\u1ec7n. R\u1ea5t nhi\u1ec1u case \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i v\u00e0 gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1, nh\u01b0ng kh\u00e1ch h\u00e0ng l\u1ea1i kh\u00f4ng c\u1ea3m th\u1ea5y vui v\u1ebb. T\u1ea1i sao? Nguy\u00ean nh\u00e2n l\u00e0 b\u1edfi v\u00ec \u0111i\u1ec1u kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 c\u1ea7n \u0111\u00f3 l\u00e0 s\u1ef1 th\u1ea5u hi\u1ec3u. M\u1ed9t v\u1ea5n \u0111\u1ec1 c\u00f3 th\u1ec3 kh\u00f4ng l\u1edbn, nh\u01b0ng gi\u1ea3i quy\u1ebft qu\u00e1 m\u00e1y m\u00f3c s\u1ebd khi\u1ebfn cho h\u1ecd c\u1ea3m th\u1ea5y c\u1ea3m x\u00fac c\u1ee7a h\u1ecd kh\u00f4ng \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng. Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u1ef1c ch\u1ea5t l\u00e0 ch\u0103m s\u00f3c c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\u1ee8ng d\u1ee5ng ph\u01b0\u01a1ng ch\u00e2m KANDO t\u1ea1i Bellsystem24 Vi\u1ec7t Nam\u00a0<\/b><\/h2>\n

Hi\u1ec3u \u0111\u01b0\u1ee3c mong mu\u1ed1n s\u00e2u b\u00ean trong, \u0111\u1eb1ng sau nh\u1eefng cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng. Bellsystem24 Vi\u1ec7t Nam v\u1edbi n\u1ec1n t\u1ea3ng k\u1ebf th\u1eeba tinh hoa c\u1ee7a c\u00f4ng ty d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ed1 1 Nh\u1eadt B\u1ea3n, l\u1ea5y KANDO l\u00e0 ph\u01b0\u01a1ng ch\u00e2m ho\u1ea1t \u0111\u1ed9ng. KANDO h\u01b0\u1edbng \u0111\u1ebfn s\u1ef1 th\u1ea5u hi\u1ec3u v\u00e0 \u0111\u1ed3ng c\u1ea3m t\u1eeb s\u00e2u b\u00ean trong.<\/span><\/p>\n

\u0110i\u1ec1u t\u00e2m ni\u1ec7m c\u1ee7a m\u1ed7i agent khi m\u1ed9t cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i \u0111\u00f3 l\u00e0 d\u00f9ng tr\u00e1i tim \u0111\u1ec3 l\u1eafng nghe. KANDO gi\u00fap c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 c\u00e1i nh\u00ecn s\u00e2u h\u01a1n v\u1ec1 v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ec3 r\u00e8n luy\u1ec7n phong c\u00e1ch KANDO th\u1ef1c s\u1ef1 kh\u00f4ng ph\u1ea3i \u0111i\u1ec1u d\u1ec5 d\u00e0ng. Tr\u01b0\u1edbc \u00e1p l\u1ef1c c\u1ee7a t\u1ea7n su\u1ea5t cu\u1ed9c g\u1ecdi v\u00e0 s\u1ef1 kh\u00f3 ch\u1ecbu t\u1eeb kh\u00e1ch h\u00e0ng, gi\u1eef \u0111\u01b0\u1ee3c m\u1ed9t t\u00e2m h\u1ed3n an y\u00ean c\u1ea7n ph\u1ea3i trau d\u1ed3i r\u1ea5t nhi\u1ec1u. M\u1ed7i agent t\u1ea1i Bellsystem24 Vi\u1ec7t Nam th\u01b0\u1eddng xuy\u00ean \u0111\u01b0\u1ee3c tham gia c\u00e1c kh\u00f3a \u0111\u00e0o t\u1ea1o n\u1ed9i b\u1ed9 v\u1ec1 k\u1ef9 n\u0103ng nghi\u1ec7p v\u1ee5 v\u00e0 ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe tinh th\u1ea7n. B\u00ean c\u1ea1nh \u0111\u00f3, c\u00e1c Supervisor (SV) c\u0169ng d\u00e0nh th\u1eddi gian review 1:1 c\u00f9ng agent \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 l\u1ea1i c\u00e1c n\u1ed9i dung \u0111\u1ed1i \u1ee9ng v\u1edbi kh\u00e1ch h\u00e0ng. Ch\u00ednh nh\u1eefng ho\u1ea1t \u0111\u1ed9ng k\u1ebft n\u1ed1i v\u00e0 chia s\u1ebb \u0111\u00e3 gi\u00fap t\u1eadp th\u1ec3 BSV x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c v\u0103n h\u00f3a KANDO t\u1ea1i n\u01a1i l\u00e0m vi\u1ec7c, n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\"11
Supervisor d\u00e0nh th\u1eddi gian c\u00f9ng agent \u0111\u00e1nh gi\u00e1 l\u1ea1i c\u00e1c n\u1ed9i dung \u0111\u1ed1i \u1ee9ng v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u0103ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5<\/figcaption><\/figure>\n

Kh\u00f4ng ch\u1ec9 \u1ee9ng d\u1ee5ng KANDO v\u00e0o trong c\u00f4ng vi\u1ec7c, ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 KANDO c\u00f2n \u0111\u01b0\u1ee3c \u1ee9ng d\u1ee5ng trong giao ti\u1ebfp n\u1ed9i b\u1ed9, x\u00e2y d\u1ef1ng m\u1ed9t m\u00f4i tr\u01b0\u1eddng th\u1ea5u hi\u1ec3u t\u1eeb b\u00ean trong.<\/span><\/p>\n

Kh\u00e1ch h\u00e0ng n\u00f3i g\u00ec v\u1ec1 d\u1ecbch v\u1ee5 Kando c\u1ee7a BSV?<\/b>\u00a0<\/span><\/h2>\n

H\u1ea7u h\u1ebft c\u00e1c d\u1ef1 \u00e1n Japanese offshore c\u1ee7a Bellsystem24 Vi\u1ec7t Nam \u0111\u1ec1u \u0111ang tri\u1ec3n khai Kando v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c r\u1ea5t nhi\u1ec1u ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh \u1edf d\u1ef1 \u00e1n \u0111i\u1ec7n t\u1eed c\u1ee7a Nh\u1eadt B\u1ea3n, s\u1ef1 kh\u00e1c bi\u1ec7t tr\u01b0\u1edbc v\u00e0 sau khi \u1ee9ng d\u1ee5ng Kando \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n r\u1ea5t r\u00f5 r\u1ec7t.<\/span><\/p>\n

N\u1ebfu nh\u01b0 tr\u01b0\u1edbc \u0111\u00e2y khi nh\u1eadn \u0111\u01b0\u1ee3c y\u00eau c\u1ea7u \u201c\u0110\u1ea7u thu c\u1ee7a kh\u00e1ch b\u1ecb h\u1ecfng h\u1ebft th\u1eddi h\u1ea1n s\u1eeda ch\u1eefa, tuy nhi\u00ean kh\u00e1ch c\u00f3 r\u1ea5t nhi\u1ec1u n\u1ed9i dung quan tr\u1ecdng l\u01b0u trong \u0111\u1ea7u n\u00ean mu\u1ed1n t\u00ecm c\u00e1ch l\u1ea5y n\u1ed9i dung ra\u201d. V\u1edbi c\u00e1ch x\u1eed l\u00fd th\u00f4ng th\u01b0\u1eddng, agent s\u1ebd kh\u00e9o l\u00e9o t\u1eeb ch\u1ed1i kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\u201cCh\u00fang t\u00f4i r\u1ea5t ti\u1ebfc khi ph\u1ea3i th\u00f4ng b\u00e1o \u0111\u1ea7u thu c\u1ee7a qu\u00fd kh\u00e1ch hi\u1ec7n kh\u00f4ng c\u00f2n trong danh m\u1ee5c \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 s\u1eeda ch\u1eefa. Ch\u00fang t\u00f4i r\u1ea5t c\u1ea3m \u01a1n v\u00ec qu\u00fd kh\u00e1ch \u0111\u00e3 tin t\u01b0\u1edfng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m trong m\u1ed9t th\u1eddi gian d\u00e0i.\u201d<\/span><\/i><\/p>\n

\u1ee8ng d\u1ee5ng Kando \u0111\u1ec3 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng:<\/i><\/b><\/p>\n

\u201cCh\u00fang t\u00f4i r\u1ea5t ti\u1ebfc v\u00ec s\u1ea3n ph\u1ea9m c\u1ee7a qu\u00fd kh\u00e1ch thu\u1ed9c di\u1ec7n kh\u00f4ng s\u1eeda ch\u1eefa \u0111\u01b0\u1ee3c n\u1eefa. Tuy nhi\u00ean, qu\u00fd kh\u00e1ch c\u00f3 th\u1ec3 th\u1eed thao t\u00e1c d\u01b0\u1edbi \u0111\u00e2y \u0111\u1ec3 gi\u1ea3i c\u1ee9u d\u1eef li\u1ec7u:<\/span><\/i><\/p>\n

H\u01b0\u1edbng d\u1eabn chi ti\u1ebft gi\u1ea3i c\u1ee9u d\u1eef li\u1ec7u.\u201d<\/span><\/i><\/p>\n

M\u1ed9t tr\u01b0\u1eddng h\u1ee3p kh\u00e1c th\u1ec3 hi\u1ec7n r\u00f5 tinh th\u1ea7n \u0111\u1ed3ng c\u1ea3m s\u00e2u s\u1eafc v\u1edbi kh\u00e1ch h\u00e0ng khi d\u00f9ng Kando.<\/span><\/p>\n

Y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng:<\/span><\/i> Tr\u01b0\u1edbc \u0111\u00e2y t\u00f4i t\u1eebng l\u00e0m trong \u0111\u00e0i truy\u1ec1n h\u00ecnh TBS. Nh\u01b0ng do b\u1ed1 m\u1eb9 b\u1ecb \u1ed1m n\u00ean ph\u1ea3i ngh\u1ec9 vi\u1ec7c \u0111\u1ec3 tr\u1edf v\u1ec1 g\u00e1nh v\u00e1c vi\u1ec7c kinh doanh c\u1ee7a gia \u0111\u00ecnh. Trong \u0111\u1ea7u thu ch\u1ee9a nhi\u1ec1u d\u1eef li\u1ec7u k\u1ec9 ni\u1ec7m c\u1ee7a c\u00f4ng vi\u1ec7c tr\u01b0\u1edbc \u0111\u00e2y n\u00ean t\u00f4i r\u1ea5t mu\u1ed1n t\u00ecm c\u00e1ch l\u1ea5y l\u1ea1i.<\/span><\/i><\/p>\n

\u201cCh\u00fang t\u00f4i r\u1ea5t x\u00fac \u0111\u1ed9ng khi \u0111\u01b0\u1ee3c nghe nh\u1eefng l\u1eddi chia s\u1ebb t\u1eeb qu\u00fd kh\u00e1ch. Xin ch\u00fac cho hai b\u00e1c mau kh\u1ecfe m\u1ea1nh v\u00e0 c\u00f4ng vi\u1ec7c kinh doanh c\u1ee7a qu\u00fd kh\u00e1ch g\u1eb7t h\u00e1i nhi\u1ec1u th\u00e0nh c\u00f4ng.<\/span><\/i><\/p>\n

Th\u1eddi gian tr\u00f4i qua, k\u1ef7 ni\u1ec7m l\u00e0 th\u1ee9 qu\u00fd gi\u00e1. M\u1ed7i khi xem l\u1ea1i m\u1ed9t th\u01b0\u1edbc phim, n\u00f3 gi\u1ed1ng nh\u01b0 c\u1ea7u n\u1ed1i g\u1eafn k\u1ebft gi\u1eefa qu\u00e1 kh\u1ee9, hi\u1ec7n t\u1ea1i v\u00e0 t\u01b0\u01a1ng lai. Ch\u00fang t\u00f4i s\u1ebd c\u1ed1 g\u1eafng h\u1ebft s\u1ee9c \u0111\u1ec3 gi\u00fap Qu\u00fd kh\u00e1ch s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a ch\u00fang t\u00f4i t\u1ed1t nh\u1ea5t. N\u1ebfu Qu\u00fd kh\u00e1ch c\u00f3 b\u1ea5t k\u1ef3 v\u1ea5n \u0111\u1ec1 g\u00ec, h\u00e3y li\u00ean l\u1ea1c v\u1edbi ch\u00fang t\u00f4i \u0111\u1ec3 \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3.\u201d<\/span><\/i><\/p>\n

Kando kh\u00f4ng ch\u1ec9 l\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u00e0 n\u00f3 n\u1eb1m \u1edf s\u1ef1 \u0111\u1ed3ng c\u1ea3m, th\u1ea5u hi\u1ec3u v\u00e0 ch\u1ea1m \u0111\u1ebfn tr\u00e1i tim c\u1ee7a kh\u00e1ch h\u00e0ng. Kando bi\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng \u0111\u01a1n thu\u1ea7n tr\u1edf th\u00e0nh s\u1ef1 c\u1ea3m k\u00edch v\u00e0 tr\u00e2n tr\u1ecdng \u0111\u1ebfn t\u1eeb kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

\"TH\u1ea4U<\/p>\n

S\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a \u1ee9ng d\u1ee5ng Kando – Bellsystem24 Vi\u1ec7t Nam t\u1ea1i D\u1ef1 \u00e1n Japanese offshore \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua c\u00e1c ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. S\u1ed1 li\u1ec7u \u0111o l\u01b0\u1eddng Bellsystem24 Vi\u1ec7t Nam ghi nh\u1eadn l\u00e0 91,7% cao h\u01a1n ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c ghi nh\u1eadn t\u1ea1i b\u1ed9 ph\u1eadn CSKH tr\u1ee5 s\u1edf Nh\u1eadt B\u1ea3n.<\/span><\/p>\n

\u0110\u1eb7c \u0111i\u1ec3m c\u1ee7a d\u1ecbch v\u1ee5 Contact Center l\u00e0 ch\u00fang ta ch\u1ec9 c\u00f3 giao ti\u1ebfp b\u1eb1ng gi\u1ecdng n\u00f3i, ch\u1eef vi\u1ebft. Ph\u01b0\u01a1ng th\u1ee9c giao ti\u1ebfp n\u00e0y \u0111\u00e3 v\u00f4 h\u00ecnh t\u1ea1o ra r\u00e0o c\u1ea3n khi\u1ebfn kh\u1ea3 n\u0103ng th\u1ea5u hi\u1ec3u t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng gi\u1ea3m \u0111i. V\u00ec v\u1eady, \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u1ed3ng c\u1ea3m v\u1edbi nh\u1eefng v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng, Agent t\u1ea1i Bellsystem24 Vi\u1ec7t Nam lu\u00f4n d\u00f9ng tr\u00e1i tim \u0111\u1ec3 l\u1eafng nghe. Ch\u00ednh s\u1ef1 ph\u1ee5c v\u1ee5 b\u1eb1ng c\u1ea3 tr\u00e1i tim c\u1ee7a ng\u01b0\u1eddi l\u00e0m ngh\u1ec1, \u0111\u00e3 gi\u00fap ch\u00fang t\u00f4i x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c v\u1ecb th\u1ebf s\u1ed1 1 trong l\u0129nh v\u1ef1c Contact Center.<\/span><\/p>\n

 <\/p>","protected":false},"excerpt":{"rendered":"

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