Hy khch hng quay tr li

1. B quyt hiu tm l khch hng khi n giao dch

2. Tm hiu v trin khai cc phong cch dch v huyn
thoi
3. Cc nguyn tc giao tip xut sc vi khch hng
4. Quy trnh gii quyt phn nn ca khch hng
5. Quy tc va lng khch n vui lng khch i
6. Cc nguyn tc chun mc i, ng, ngi, ni,
ci.. ca nhn vin tip xc vi khch hng

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7. K nng to dng khch hng trung thnh
thng qua giao tip.
8. Cc b quyt phn u tr thnh ngi
sao trong dch v khch hng
9. Hiu v vn ha vng min trong giao tip
10. K nng s dng ngn ng tch cc
11. K nng giao tip vi ng nghip xy
dng tinh thn ng i vng mnh.

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1/ B quyt hiu tm l khch hng khi n giao dch cc
c im ca khch hng Vit Nam


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10 c im Ni Bt Ca khch
hng Ngi Vit
1. Cn c lao ng, nhng d tha mn nn tm l
hng th cn nng
2. Thng minh sng to, song ch c tnh cht i
ph, thiu tm t duy di hn ch ng
3. Kho lo, song khng duy tr n cng ( t quan
tm n s hon thin cui cng ca sn phm)
4. Va thc t va m mng, song li khng c
thc nng ln thnh l lun
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10 c im Ni Bt Ca khch
hng Ngi Vit
5. Ham hc hi, c kh nng tip thu nhanh, song t khi hc
n u n ui.
6. Xi li, chiu khch, song khng bn
7. Tit kim, song nhiu khi hoang ph v nhng mc tiu v b (
s din, khoe khoang, thch hn i)
8. C tinh thn on kt, tng thn, tng i, song hu nh
ch trong nhng hon cnh kh khn, bn hn, cn trong iu
kin sng tt hn, giu c hn th tinh thn ny rt t khi xut
hin
9. Yu ha bnh, nhn nhn, song nhiu khi li hiu chin, hiu
thng v nhng l do lt vt, nh mt i cc.
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10 c im Ni Bt Ca khch
hng Ngi Vit
10. Thch t tp, nhng li thiu tnh lin kt
to ra sc mnh ( cng mt vic, mt ngi
lm th tt, ba ngi lm th km, by ngi
lm th hng)
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2/ Tm hiu v trin khai cc phong cch dch v huyn thoi


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2, dch v huyn thoi
Dch v huyn thoi : Nguyn tc #1
Tnh cam kt ca dch v : To ra nhng cu
chuyn dch v khin ngi ta phi nhc ti cng
ty ca bn.
im mu cht:
To ra cu chuyn
Tt hn nhiu so vi i th
Tt hn, nhanh hn v khc bit ( BFD)
8
2, dch v huyn thoi
Dch v huyn thoi : Nguyn tc #2
Bin khng hong thnh li th : Dng hot ng khi phc
dch v nh l mt cng c mnh m mang tnh chin lc khi
tn dng khng hong dch v thnh c hi ta sng.
im mu cht:
96% khch khng hi lng s khng phn nn
90% khch khng hi lng, nu c s la chn khc, h
sn sng ri i
H cng s ni vi khong 9 ngi khc
Ngi c tri nghim dch v tt th c th s ch chia s vi
khong 5 ngi m thi.
Phng tin Internet v truyn thng thm ch cn to iu
kin h chia s nhanh v nhiu hn na

9
2, dch v huyn thoi
Dch v huyn thoi : Nguyn tc #3
Lin tc ci tin : Quyt tm bn thn v t
chc ca bn phi lin tc ci tin
im mu cht:
( BFD)
K th s 1 l ng qun trn chin thng.
10
2, dch v huyn thoi
Dch v huyn thoi : Nguyn tc #4
Lng nghe
Lng nghe, v hnh ng da trn tng t khch hng,
nhn vin, nh cung cp, v i th.
im mu cht
Lng nghe hon ton
Khu vc tip xc vi khch hng lun nm c iu g
ang din ra
Lng nghe mt cch ch ng
11
2, dch v huyn thoi
Dch v huyn thoi : Nguyn tc #5
Thnh vin ban lnh o bt u thc hin
bng vic trao quyn cho nhn vin
im mu cht:
Nh qun l khng phi l cnh st
Mi nhn vin u c gi tr ty theo cp bc ca
h
12
2, dch v huyn thoi
Dch v huyn thoi : Nguyn tc #6
Cung cp s t tr: Cung cp s t tr v cho
php nhn vin linh hot v c khng gian
to nn dch v huyn thoi
im mu cht
Tn trng v tin tng
Khuyn khch mi ngi ng no
13
2, dch v huyn thoi
Dch v huyn thoi : Nguyn tc #7
o lng: o lng nng lc thc hin dch v v
to ra chun theo quan im ca khch hng
im mu cht:
Nu khng th o lng th khng th qun l !
Chng ta cn o lng dch v cng nh chng
ta cn o lng chi ph
Tp hp kin
Phn hi cho nhn vin.
14
2, dch v huyn thoi
Dch v huyn thoi : Nguyn tc #8
Quy nh trch nhim ca mi ngi:
Khuyn khch vic pht huy nng lc thc
hin dch v xut sc mi cp .
im mu cht:
Thng pht ty theo nng lc
Quy nh tnh chu trch nhim ca mi ngi.
15
3/ Cc nguyn tc giao tip xut sc vi khch hng

Tn trng
Tn trng
Tn trng
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4/ Quy trnh gii quyt phn nn ca khch hng

1. Thu nhn thng tin
2. Th hin s cm thng
3. Xin php trnh by gii php
4. Xc nh thi gian hon thnh
5. Lin lc m bo khch hng hi lng
6. Lu tr v vic v bin thnh bi hc kinh
nghim
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5/ Quy tc va lng khch n vui lng khch i

Khu vc n cho
Khu vc thc hin dch v
n tng sau cng
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6/ Cc nguyn tc chun mc i, ng, ngi, ni, ci.. ca
nhn vin giao dch



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Cc t th
Ngn Ng
Thi
ng phc
Giao tip trc din
ng ln v ci cho khch
Cho anh/ch
Trong khi giao dch, hi ci ngi v pha
trc t s quan tm n khch hng
Khng lm vic ring khi phc v khch
ng ln, ci cho khch
Xin cm n, hen gp li anh/ch
Trao vt cho khch
Lun s dng 2 tay
Nhe nhng ci ngi
i vi tin mt, t tin ln khay cng
vi b th
(BEZ)
Vng giao tip an ton vi khch
- Khch n: T mt n xng c, nt o th 1
- Khch nam: T mt n nt caravat
Giao tip bng mt
Hng dn khch
Giao tip bng mt theo cch
Khch hng Hng cn ch Khch hng
S dng bn tay
Customers - directions - Customers
With our customers in meeting
All actions of the Standardization Attitude
T th ng
T th ngi
T th i
Cc t th chun
T th ng chun
T th ng
Tay nm
Ngn ci che l trng
t bn hng
Gt chn:
Chm nhau
Mi chn
M va
Gi
Khp
Hng, lng, c
Gi

thng
Vai
M rng, gi thng
Cm
Gi thng
Mt
Sng
Tay phi t trn mu
tay tri
t trc bng
Tay n
Tay nam
Khng
nng lng
Khng quan tm
Khng lch s
Khngosture
Khi ni chuyn vi khch hng
Khi d hi ngh, s kin
T th ngi c bn
T th ngi c bn
Chn
Nam: Chn m rng bng vai
N: Hai chn khp .
Khong cch gia lng v gh
cha mt khong trng lng
Gi:
Gi vung gc
Tay
t trn i, ging t th
ng

Gng mt
Ti, sng
Cm
Thng
Vai
M vai, gi thng
Hng, lng v u
Gi thng
Cc t th i



Bc ngn, nhanh
nh tay : trc 30
0
up ward, sau 15
0

nh tay phi trc
Mt nhn thng, mt hng ln 15



7/ K nng to dng khch hng trung thnh thng qua giao
tip.

Xy dng database khch hng
Pht huy giao tip trc tip
Gi gn giao tip gin tip
khch hng quay li giao tip trc tip
cc ln tip theo.
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8/ Cc b quyt phn u tr thnh ngi sao trong dch v
khch hng

Nu ti cha th lm iu v i ti s lm
iu nh b theo cch ca ngi v i
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9/ Hiu v vn ha vng min trong giao tip

Bc
Trung
Nam
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10/ K nng s dng ngn ng tch cc

Hnh nh trong no
Chuyn t tiu cc sang tch cc cu trc
cu v t ng
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11/ K nng giao tip vi ng nghip xy dng tinh thn
ng i vng mnh.

Yu thng
Tn trng
Hy sinh
Phc v
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Phn tng thm

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Prepared by Francis Hung
MI GI KHCH HNG N VI
CHNG TA
Prepared by Francis Hung
1, TI TO n tng tt p u tin
Ti to n tng tt ep u tin Bng cch:
- Con ngi ca ti v khu vc lm vic ca
ti
- V sinh tt c nhng ni ti t chn n
Prepared by Francis Hung
2, TI S DNG QUY TC 15/5
Ti trn trng bt c ngi khch no ti
giao tip bng cch s dng quy tc 15/5
- Cch 15 bc, Ti giao tip bng mt v
mm ci
- Cch 5 bc, Ti dng li v ng sang
mt bn , bt c khi no c th gt u cho
khch.
Prepared by Francis Hung
3, TI S DNG iN THOI MT
CCH HON HO
Ti s dng dt mt cch chuyn nghip nh:
- Vi mt n ci
- Tr li khng qu 3 hi chung
- S dng tn ca khch
- Ni: anh/ch vui lng ch mt cht nh
- Lun ngi gi gc my trc.
Prepared by Francis Hung
4, TI CM N MI NGI
KHCH
Ti cm n khch bng cch ni:
- Cm n anh/ch v lin lc vi chng
ti
- Cm n s gp ca anh ch
- Cm n anh ch v gi in n chng
ti
-
Prepared by Francis Hung
5/TI QUAN TM N T CHC
V CNG NG
TI BO V v gi gn cng ty v cng
ng bng cch:
- S dng cc ngun ti nguyn mt cch
thng minh
- Bo tr, gn gi ti sn
- Bo co ngay lp tc khi c s c xy ra
Prepared by Francis Hung
LUN LUN T LNG TT
KHCH hng ca chng ta hi lng v lun
c n ci trn gng mt h bi v:
Prepared by Francis Hung
6, TI LM HI LNG KHCH MT
CCH BT NG
Ti lm hi lng khch ngay c khi khng
phi vic ca ti bng cch:
- Gip khch mt cch sng to
- Phc v nhng yu cu c bit hn c s
mong i
- Ghi ch c bit yu cu ca khch khi
thc hin dch v
Prepared by Francis Hung
7/ TI TNG CNG TRI
NGHIM CHO KHCH
Ti lun hc hi nhng iu mi m v
khch v tng cng tri nghim dch v ca
h bng cch:
- Gii thiu dch v ca cng ty v nhng
thng tin v hi tho cng ty v a phng
- K v nhng ng gp ca cng ty
Prepared by Francis Hung
8, TI NHN LNH TRCH NHIM
Ti p ng bt c yu cu no bng cch:
- t thc hin
- Theo di tin trnh vi khch
- Theo di tin trnh thc hin vi b phn
ca ti.
Prepared by Francis Hung
9, TI TH HiN LNG TT
Ti th hin lng tt vi mi ngi bng
cch:
- khen ngi khch
- Hi thm v dch v do cng ty cung cp
- Chc khch mt ngy tt lnh
Prepared by Francis Hung
10, TI THC HiN TINH THN
NG I
Ti thc hin tinh thn ng i vi s hiu
khch v lng tn trng
- Gip ng nghip ca ti khng cn i
yu cu
- Chia s thng tin gip thc hin dch v
xut sc.
Prepared by Francis Hung
KHCH HNG VIP
Khch hng ca chng ta c tn trng v
phc v mt cch c bit v:
Prepared by Francis Hung
11,TI LUN HC HI NHNG S
THCH RING CA KH
Ti gip khch vic s dng dch v
ca h thnh cng cng ty bng cch:
- on trc nhu cu
- Quan st, lng nghe v lm r nhu cu
- Thc hin nhng iu hc hi c
- Lu tr s thch ca khch hng
Prepared by Francis Hung
12, TI THC HiN DCH V CHO
TNG C NHN
Trong mi trng hp giao tip, ti phc v
theo nhu cu ring l ca tng khch bng
cch:
- Cung cp thng tin chi tit v chnh xc
- Hng dn c th v chnh xc
Prepared by Francis Hung
Ti cam kt gii quyt tt c nhng vn
ca khch bng cch:
- Khng cn phi hi i hi li
- Bng cch hiu s mong i ca tng
khch hng
Prepared by Francis Hung
14, CCH TI GiI THIU KHCH
Bng tn i vi ng nghip khc
Chia s nhng iu khch thch v quan tm
vi ng nghip
Prepared by Francis Hung
15, TI LUN HC HI THM
Ti c th cung cp thng tin m kh cn
thng qua n lc lun hc hi ca ti v:
- V tr ca ti
- B phn ca ti
- Cc b phn khc
Prepared by Francis Hung
THI V NGN NG
KHCH hng ca chng ta lun hiu v
hnh vi , c ch v thi tn trng ca
chng ta i vi khch.
Prepared by Francis Hung
16, TI LUN TRN SN KHU
Ti lun lun trn sn khu bng cch:
- Ti mm ci
- Trng ti lun sng ngi
- Ti l ngi chuyn nghip- Ti bit khng
nn ch tr, S dng thut ng kh hiu,
hoc tho lun nhng vn ring t trc
mt khch.
Prepared by Francis Hung
TI THC HNH THI QUEN LM ViC AN TON

Ti thc hin thi quen lm vic an ton v
lun bo co kp thi trong trng hp khn
cp.
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Francis Hng
Email:
francis.hung@freshview.vn
Web: www.freshview.vn
Cell: 0913 105 505
Hy lin h ngay Francis
Hng cho cc d n c vn
v chin lc kinh doanh,
hun luyn doanh nghip
hay cc chng trnh din
thuyt.
Hy chn ngi gii nht phc v
cng ty bn
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