9 iu trnh ni trn in thoi Trong cuc iu tra gn y ca Public Agenda, b phn nghin cu phi li nhun ca T chc The Pew

Charitable Trusts, c 8 trong s 10 ngi c hi (chim ti 79%) cho rng s th l nn c xem nh mt vn nghim trng trong kinh doanh ngy nay. Mt pht hin ng ngc nhin l phong cch giao tip bt lch s dng nh khng c bin gii n c th xut hin bt c u v ti bt c thi im no. n tng v mt tc phong giao tip lch thip qua in thoi lun da phn ln trn cc cm gic thng thng. V th, bn nn tr li in thoi theo ng cch m bn mong mun c nghe t nhng ngi khc. Vy, nu bn mun gi chn v thu ht thm ngy mt nhiu cc khch hng, hy m bo rng cc nhn vin ca bn khi tr li in thoi s khng v tnh hay c tht ra nhng li di y: 1. khng phi l chnh sch ca chng ti Chng ai quan tm ti k n n no t ra chnh sch hay khng phi chnh sch ca cng ty bn. Nu mt nhn vin khng th gip khch hng gii quyt khc mc, h nn hng dn khch hng lin h vi ngi c th a ra li khuyn, hay t nht l c trao quyn tm kim gii php gip . Nh vy, bn s c th bin nhng khch hng bt mn thnh nhng khch hng hi lng v cm kch. 2. khng phi phng ban ca ti hay khng phi cng vic ca ti y l mt s trn trnh trch nhim r rng. Bt c nhn vin no lm vic trong cng ty cng u phi chun b gii quyt tt c cc nhu cu ca khch hng. Hay ch t th h phi c s in thoi, v gi in cho nh qun l c gip , sau nhanh chng gii quyt cc vn ca khch hng. 3. Qu v c th gi li vo lc khc khng? Hin chng ti ang rt bn y l mt thi bn khon, do d. Th nhng cc nhn vin thng ni ra iu ny nhiu ln hn bn tng. N lun khin ngi gi in n phi bn khon: Bn rn iu g vy? Mt bui hn n tra chng? Hy m bo rng khng nhn vin no trong cng ty c thi quen ni nhng iu tng t. 4. My tnh ca ti c vn hay Chng ti ang gp trc trc vi h thng my ch y hon ton khng phi l vn ca ngi gi in, cng nh l do tr hon phc v. Hot ng kinh doanh ngy nay vn c tin hnh, cho d c hay khng c nhng h thng my tnh gim st t ng. Hy lch thip xin li, v qu tht bn khng th lm g gip khch hng. Sau ly bt ch, ghi s in thoi v kim tra li cn thn, sau ni ngi khch bit rng bn s gi li cho ngay khi bn c th gip h. 5. Qu v khng nhn c tin nhn ca ti sao? Trc y, khi in thoi cha c kh nng t ng ghi m, bn cn c l do trn trch nhim bng cch ni ny. Tuy nhin, hin nay, vi h thng tin nhn 24/24 cng thit b ghi m in thoi, bn khng th gi v rng gi in thoi, nu tht s bn khng lm iu . Nu bn qun khng gi in thoi, hy thnh tht v im lng lng nghe khch hng phn nn ri xin li h. 6. Ti ang i c thm thng tin trc khi gi in li y li l mt ci c ht sc v l. Mi ngi u bit rng thc t khng phi nh vy. Nu bn ang thu thp thng tin, bn s gi mt e-mail hay gi in thoi gii thch iu m nhiu ngi vn lm vi cc mi lin h quan trng. Cha k cu ni ny cn khin ngi bn kia u dy cm thy b xc phm khi n th hin rng h khng phi l mt u tin trong suy ngh ca bn hoc bn l mt ngi thiu nng lc. 7. Xin qu v i trong chc lt, ti s bt nt ni chuyn ra loa iu ny khng nn c s dng m cha c s ng ca ngi bn kia u dy. Mc d thot u c th h ng , nhng dn dn h s cm thy kh chu v bc tc khi m thanh ging ni nghe vang v khng tht cht no, ng thi on rng li ni ca h ang b ngi khc nghe thy. 8. Ti ngh rng c y s gi in cho bn y r rng l mt li chng ch, s t v. Bn nn ha l s gi thng ip, ch khng phi l mt ai s c mt cuc in thoi tr li. ng ha iu g h ngi khc. Nu khng c cuc in thoi tr li nh vy, bn to ra mt tm trng tht vng v gin d trong tm tr khch hng. 9. Xin li, gia nh ti va c chuyn bun l . C khch hng gi in n mt nh bn l trc tuyn hi v vic mt n t hng cha c thc hin. Nhn vin tr li in thoi tr li rng do m c ta mi mt nn xin li v s chm tr ny. Khch hng ni gin v ch trch c cng ty rng: Chng l ch c mi mnh c ta lm vic thi sao. Do , ng bao gi a nhng vn c nhn ca bn vo cc cuc ni chuyn in thoi, tr khi bn c mt quan h c nhn lu di v thn thit vi ngi gi in. C th ni, gi y cc cuc tr chuyn in thoi ang ngy cng ng vai tr quan trng trong vic duy tr mt mi quan h hu ho vi khch hng. Mi ln nhn vin nhc my in thoi tr li l mt ln cng ty bn c c hi th hin thi quan tm vi khch hng. Bn ng b ph nhng c hi ny.

Theo Bwportal (Dch t Microsoft Small Business)