Chm sc khch hng c th quyt nh doanh thu ca doanh nghip.

Vic lm tho mn v h tr khch hng trc v sau bn s thu ht nhng khch hng mi n vi cng ty ca bn v thu ht h quay li ln sau. Hy cung cp cho khch hng nhng g h mun v h s quay li vi thin tt.Theo ngha tng qut nht, chm sc khch hng (hay dch v khch hng Customer Care) l tt c nhng g cn thit m doanh nghip phi lm tha mn nhu cu v mong i ca khch hng, ngha l phc v khch hng theo cch m h mong mun c phc v v lm nhng vic cn thit gi cc khch hng mnh ang c. Chm sc khch hng l mt b phn cu thnh ca sn phm cung cp cho khch hng. Trong 3 cp ca sn phm th cp 3 ny chnh l v kh cnh tranh ca cng ty. Cc dch v chm sc khch hng ngy cng phong ph cng vi mc cnh tranh trn th trng. Cnh tranh hin nay khng ch l cnh tranh v sn phm m cng ty lm ra ti nh my ca mnh, m v c cc dch v gp phn lm cho sn phm hon chnh. chnh l lm tt cng tc chm sc khch hng. Nu sn phm c bn rng ri trn th trng vi cng mt mc gi, cng mt cht lng dch v, khi khch hng s chn sn phm no m khi n mua khch hng c cho n nim n, n cn, chu o tc l khch hng s chn sn phm no c cng tc chm sc khch hng tt hn. Tuy nhin, chm sc khch hng khng c ngha l nu vi mt sn phm hay dch v ti m c cng tc chm sc khch hng tt th vn gi c khch hng. D l khch hng c nhn hay doanh nghip, u mong mun hn c t hng ho, dch v m h mua l chng phi hon ton ng tin cy. Tt c nhng n ci thn thin, nhng li cho mi lch s khng th b p cho nhng sn phm khng ng tin cy hay nhng dch v khng t tiu chun. Cng tc chm sc khch hng ch c th c cng nhn l tt nu n gn lin vi mt sn phm cht lng hay mt dch v tt. Mt khc, chm sc khch hng khng ch n thun l nhim v ca cc nhn vin bn hng hay cc nhn vin thng xuyn tip xc vi khch hng. Bt k c nhn no trong doanh nghip cng phi thc hin mt nhim v no cho mt s ngi khc trong doanh nghip mnh, tc l ai cng c khch hng.

10 cng ty c dch v chm sc khch hng tt nht th gii

Di y l phin bn cache ti a ch: http://dantri.com.vn/kinhdoanh/10-cong-ty-codich-vu-cham-soc-khach-hang-tot-nhat-the-gioi/2007/4/176464.vip
7 Ngy Vng Khuyn Mi : iPhone 3GS , iPhone 4 ,4s , iPad 3 Gi Gc Perfect Slim USA - Thuc Gim Cn An Ton

(Dn tr) - Ln u tin cht lng chm sc khch hng c tp ch BusinessWeek a ra lm tiu chun xp hng cc tn tui kinh doanh trn nc M. Th xem, cc cng ty c vinh danh p dng chnh sch g, mu lc g chiu lng "thng ". 1. USAA - Cng ty bo him (nh: Business Week). Khng phi ai cng may mn lm khch hng ca USAA, bi dch v bo him nh ca v xe hi ca hng ny ch dnh ring cho nhn vin phc v trong ngnh qun i v cc thnh vin gia nh h.

Nm ngoi, mi khch hng USAA hng li tc chia thm ln ti 16,5%. Cng ty ny cn thit lp ring mt b phn chuyn tip thu cc kin lm p mi quan h vi khch hng. 2. Four Seasons - Chui khch sn v khu ngh mt

Cho d l nhn vin m ca ra vo hay ngi qut dn - nu khng tri qua t nht 4 cuc phng vn th ng m c 1 v tr Four Seasons.

Vi ban lnh o chui khch sn cao cp, cc chng trnh phn mm d liu khng th qun l ht cng vic quan h vi khch hng. l l do v sao mi khch sn u c ring mt nh s hc chuyn nhim v tm hiu v lu tr thng tin v s thch thng . 3. Cadillac - Xe hi Cc i l Cadillac lu nay lun thc hin tn ch nht qun: m bo c ch n b mt i mt cho tt c khch hng. Gn y, ngi s dng cng c c an tm khi Onstar - h thng cnh bo sm s c k thut - lp t chun trn tt c cc xe Cadillac.

4. Chui ca hng bn l Nordstrom Vi ngi tiu dng cc nc pht trin, t lu tn tui Nordstrom ng ngha vi uy tn v cht lng dch v chm sc khch hng.

D kin sang nm 2008, nu khch hng khng th tm sn phm cn mua trong danh sch mua hng trc tuyn, nhn vin Nordstrom s gip h tm n ni n chn trong c s d liu ca kho lu tr. 5. Wegmans - Ca hng thc phm Nhn vin ca Wegmans khng ch bm tr ti nh kho hay quy thanh ton m c mt bn tng k hng cung cp cho khch mi thng tin ti ch.

6. Edward Jones - Cng ty t vn ti chnh S vn phng chi nhnh ca Edward Jones (mi vn phng gm 1 nh t vn ti chnh v 1 qun tr) trn t Hoa K xem ra cn nhiu hn s cc qun cafe Starbucks - thng

hiu c ph ni ting nht nc M.

Bng cch , Edward Jones c th tip cn gn gi v p ng mi nhu cu ca khch hng. Cch ny xem ra khng tit kim chi ph cho lm tuy nhin cng c quan h c nhn, y l s u t xng ng. 7. Lexus - Xe hi Nm ngoi khi ra lnh thu hi xe RX330, Lexus n b thm cho mi khch hng mt chic iPod.

Cha ht, khi c li phn nn v vic phi ch i lu mi ln em xe i bo dng, ngay lp tc mt h thng ci tin c thit lp bin mi cuc hn t 2 ting ch xung cn cha y 25 pht. 8. UPS - Cng ty vn chuyn ng gi

Trc khi m nhn chc v cao ti tr s cng ty, bt k nhn vin no cng phi c t nht vi nm kinh nghim lm li xe tng tn thc t kinh doanh. Cng ngh GPS v gii php ti u ha on ng di chuyn c kh nng cnh bo li xe khi h i nhm ng.

9. Rent-A-Car - Doanh nghip cho thu xe Cng ty m hnh gia nh p dng Ch s cht lng dch v doanh nghip (ESQi) nhm tha mn tt nht nhu cu khch hng.

Qun l ti cc chi nhnh cho bit h nm trong vng kim ta khi im s ESQi ca h ri xung mc trung bnh. H ch dm m n c hi thng tin khi ch s ny gia tng. 10. Starbucks - C ph Trc khi vo lm chnh thc, nhn vin Starbucks tri qua kha o to 24 gi lin tip, vi mc ch gip h gi bnh tnh v lch s ngay c trong gi phc v cao im.

Mi thng t nht 1 ln, cc ca hng Starbucks c cc nhn vin gim st cht lng b mt gh thm v nh gi - cc khon thng ca qun l c quyt nh da trn kt qu nh gi tng hp ny. Khi Vinh Theo Business Week