Su phng thuc khch hng hi lng

Theo nhng kt qu mi nht v ch s hi lng ca khch

hnh ch ra s suy gim khng ngng nim tin ca h
i vi cc loi hng ha/dch v. Vy u l gii php
nng cao dch v khch hng cho hng ha/dch v ca
cng ty bn?
Nhng thc ra ch vi mt cht t quan tm ti nhng tiu
tit trong kinh doanh, bn c th bin nhng khch hng
cau c ca mnh thnh nhng ngi vui v.
Nhng cm by trong giao tip
Nghe v lng nghe l hai vn hon ton khc bit. Ti tin rng hu ht nhng
ngi lm kinh doanh lm cho khch hng ca mnh khng hi lng bi h
khng bit lng nghe nhng g khch hng mun.
V d: Mt khch hng tm n mt nh to mu tc v ni rng: Ti mun mt
kiu tc vi mt vi si cong, mm, lon xon. Khi c th tc y kt thc cng
vic, tc ca ngi khch thng nh khc g, c ni: p ri y, bn c th
v. V ? Liu c y c lng nghe nhng g khch hng ni? S thiu quan
tm ca c y ti nhng g khch hng ni khin h khng mun quay tr li
ln th hai.
Khch hng s khng hi lng khi bn khng quan tm v thc hin tt nht
trong kh nng c th tha mn nhng yu cu ca h.
Chia s trch nhim
Mi ngi cn c trch nhim cng vic c hon thnh tt. Hu ht chng
ta u mt mi khi cng vic kinh doanh khng sun s. My tnh ca ti b
hng; khng phi l vn ca ti; Ti ch bt u ; Ti khng bit lm
th no lm vic , l nhng iu bn hay nghe c t cc nhn vin.
Trch nhim ca mi cng ty l phi o to nhn vin thnh tho vi cc cng
c cng nh p ng c nhng g h cn c tha mn khch hng. Tc l
bn cn chia s trch nhim vi cc nhn vin bng cch h tr h lm tt
nhim v ca mnh.
Ch ti s th hin ca cc nhn vin
Mi nhn vin u l mt s gi i din cho cng ty ca bn. Mt cng ty ln

vi hng ngn nhn vin, tc l bn c hng ngn i din, vn bn phi lm

th no h to ra mt hnh nh nht qun th hin c mc ch kinh doanh
ca bn. Cc khch hng c th khng bao gi gp ngi ng u cng ty,
nhng h lun cho im hoc tr im cng ty ca bn thng qua nhng
ngi i din bt c d ny.
Hy s dng b no ca mnh
Khch hng lun ch mun nhn c nhng cu tr li n gin cho nhng vn
h gp phi v h cn bn gii quyt nhng vn cng nhanh cng
tt. Khch hng s kh chu khi nhn vin khng phi l nhng ngi gii quyt
vn .
T t (n cn, tt bng)
Bn t rt n gin gip bn ko khch hng quay tr li vi mnh. Nu c la
chn mt t lm nh hng cho cc hnh ng ca nhn vin , th nn chn
t t t. Mt nhn vin t t khng nh gi vi vng hay lm b mt khch
hng ca mnh. H lun lm hi lng khch hng v khng bao gi i x mt
cch t cao t i. H khng bao gi ln cao ging, h lun lng nghe, lun thu
hiu, lun n n ci v h bit lm th no pht trin mi quan h bng
lng tt ca mnh. Khch hng thc s s quay lng li vi bn nu nhn vin
phc v khng t t.
Mi m
Bn c cp nht thng tin thng xuyn v vic lm th no iu hnh cng
vic kinh doanh c tt hn?
Mt khch hng thng c rt nhiu gi nh v cng vic kinh doanh ca bn
thng qua n tng u tin. Nhng n tng u tin ca h thng c qua
cc qung co, trang web cng ty, mt bn tm tt ca cng ty v thm ch qua
hnh thc v cch n mc ca cc nhn vin trong cng ty. Nhng gi nh c
th ng hoc sai. Nu cc hot ng kinh doanh khng c ph bin trn
web, ti sao cc khch hng li phi ngh rng bn ang c gng lm ra
nhng sn phm mi nht v tin li nht?
Mi hn, tt hn, nhanh hn l tt c nhng g khch hng mong mun. Khch
hng s tht vng nu h mun c mt phin bn sn phm mi hn nhng bn
th li khng c n.
Cng chy ua vi cuc sng, chng ta cng khng kin nhn vi tng khch

hng. Bn lm nhng g khin khch hng khng hi lng? Bn cng nhn

thy rng,khng bao gi v khng khi no, bn c th iu hnh cng vic kinh
doanh hon ho 100%. Nu bn l mt ngi may mn, khch hng s ni thng
vi nhng g bn cn khc phc pht trin. V nhng li ni ny r hn rt
nhiu so vi cht Botox! (Botulinum toxin) - mt loi c dc mang li nhiu
php mu k diu.