B CNG THNG

TRNG I HC CNG NGHIP THNH PH H CH MINH

KHOA QUN TR KINH DOANH

CNG TC
L TN
MSHP: 210701801
GVHD: TS.NGUYN NAM H
NHM: 2

THNH PH H CH MINH, 6/2011

CNG TC L TN VN PHNG

DANH SCH NHM

STT

TN

MSSV

NH GI
%

NGUYN TH

CHU

100

NGUYN TH L

100

NGUYN TH

MAI

100

NGUYN TH

MAI

100

NGUYN TH HNG

MAI

100

PHAN TH

NGUYT

100

NGUYN HNG

THNH

100

NGUYN PHNG

THY

100

HONG TH

THY

100

V HUYN

TRANG

100

10

NGUYN NGC PHNG TRC

100

11

NGUYN HU

100

NHM TRNG

NGUYN HU V

CNG TC L TN VN PHNG

NHN XT CA GIO VIN

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CNG TC L TN VN PHNG

M C

PHN 1: LI M U ................................................................................................... 5
PHN 2: C S L LUN ............................................................................................. 6
2.1 Khi nim ................................................................................................................ 6
2.2 Phn loi l tn ........................................................................................................ 7
2.2.1. L tn ngoi giao.............................................................................................. 7
2.2.2. L tn ni b quc gia ...................................................................................... 7
2.2.3. L tn kinh doanh............................................................................................. 8
2.3. Vai tr ca cng tc l tn ...................................................................................... 8
2.4. Nguyn tc c bn ca cng tc l tn ................................................................... 8
PHN 3 CNG TC N, TIP KHCH ....................................................................... 9
3.1 Trang b phng l tn .............................................................................................. 9
3.2 Phn loi khch ..................................................................................................... 11
3.3 T chc n, tip khch: ....................................................................................... 12
3.3.1 Cho hi khch ............................................................................................... 12
3.3.2 Nhng vic tip theo sau li cho hi ............................................................. 15
3.3.3 T chc n - tip mt on khch quan trng t xa ti. ................................ 16
3.3.4 T chc cc cuc hn gp .............................................................................. 17
3.3.5 Tip khch: ..................................................................................................... 18
3.3.6 X l phn nn ca khch............................................................................... 20
PHN 4: KT LUN...................................................................................................... 23

CNG TC L TN VN PHNG

PHN 1: LI M U
Nhng nm u khi mi du nhp vo Vit Nam, l tn ch mang mt bng
dng xa l, mt cch hiu m nht: lm cng vic ca mt ngi chuyn tip n
khch, tip nhn v tr li in thoi, v gii p mi thc mc lin quan cho khch
hng v t chc l mt cch hiu cn nhiu hn ch. n ngy nay, vai tr
ca ngi l tn c nh gi nhiu kha cnh, l tn c trong nhiu danh mc
ngnh ngh khc nhau: t trng hc, bnh vin, khch sn, vn phng lut s cho
n vn phng cng ty, nhn vin l tn c xem l hnh nh i din cho b mt
ca doanh nghip, t chc... L ngi tip th vn ha, hnh nh ca t chc n cc
c nhn, t chc c nhu cu quan tm, hp tc.
Nhn thy tm quan trng ca nhn vin l tn, nhm 2 nghin cu v tm
hiu v ti "L tn kinh doanh Xy dng mt l tn chuyn nghip" nhm
hon thin hn cng tc l tn trong cc doanh nghip, t chc.
Xin chn thnh cm n trng i hc Cng nghip H Ch Minh v khoa
Qun tr Kinh doanh to iu kin v c s vt cht, trang thit b k thut, ti
liu tham kho mt cch tt nht. Cm n GV TS. Nguyn Nam H tn tnh
gip nhm thc hin thnh cng bi tiu lun ny. Trong qu trnh thc hin bi
tiu lun, khng th trnh nhng sai st, mong s nhn c s gp ca thy v
mi ngi.
Xin chn thnh cm n./

CNG TC L TN VN PHNG

PHN 2: C S UN
2.1 Khi nim
L tn l tng hp cc hot ng din ra trong qu trnh tip xc, trao i,
lm vic gia cc t chc, c nhn. Nhn vin l tn lm vic ti v tr tin phong
ca cng ty, l ngi u tin tip n khch hng n lin h trc tip vi cng ty
vi nhim v to c n tng vng tt p, l trung gian nhn v lu chuyn cc
cuc in thoi gi n ng chun chuyn nghip. Ph trch cc cng vic hnh
chnh nh chm cng, qun l vn phng phm, t v my bay, t dch v du lch,
khch sn,...
L tn "l nhng ngi trc tip nh hng nhiu nht n n tng ca
cng ty trong lng khch hng" n tng u tin ca khch hng i vi mt l
tn chuyn nghip phi l mt khun mt a nhn vi n ci thn thin v trang
phc gn gng, th hin tc phong nhanh nhn nng ng.Cc cng ty u c ng
phc dnh ring cho nhn vin l tn.
Mt nhn vin l tn chuyn nghip phi l ngi hiu r hn ai ht hot
ng ca cng ty, v khi cn thit h s phi gii p nhng thc mc ca i tc,
khch hng v cng ty ca bn. Nu mun bit ai l ngi kch thch hng khi
trong cng ty, ai l ngi lm vic nhm hiu qu nht, vn trong ni b doanh
nghip hay i sng tinh thn ca nhn vin trong cng ty nh th no Hy hi
nhn vin l tn . H chnh l ngi quan st nhiu nht, lng nghe nhiu nht v
thu hiu r nht cc s vic din ra trong cng ty.
Nhng mt l tn chuyn nghip s khng gp mt trong nhng cu chuyn
phim, m tiu, tit l b mt thng tin ca nhn vin v ca cng ty H lun
thc c rng, mt l tn bun chuyn c th gy nn nhng thit hi khng th
lng trc cho cng ty, cho ng nghip v c bn thn mnh.
Ngoi nhng am hiu v kin thc ngh nghip, mt l tn chuyn nghip rt
cn thm nhng hiu bit v vn ha ng x giao tip, bit ngoi ng, bit s dng
cng ngh thng tin C hi pht trin ngh nghip s rt ln i vi nhng l tn
ny.

CNG TC L TN VN PHNG

Mt l tn chuyn nghip cn phn ng nhanh nhy v kh nng gii quyt

cc tnh hung pht sinh tht tt. L tn cn bnh tnh ngay c khi khch hng/ i
tc ni nng, bi ch mt cu ni nng gin ca l tn qua in thoi cng
khch hng/ i tc c th t chi hp tc. l l do v sao mt nhn vin l tn
cn phi c tnh cch lch s, nim n, n cn v bit cch gy thin cm vi ngi
i din.
Nhng chuyn gia nhn s cho hay, l tn khng ch c tm quan trng nht
nh trong b my cng ty m cn c tc ng khng nh trong s nghip, cng
nh vic to nn tinh thn lm vic chuyn nghip ca mi ngi: Tnh t gic cao,
qun l thi gian tt, ha nh, chu ng p lc ln v lun bit ha gii mu thun
vi khch hng
2.2 Phn loi l tn
-L tn ngoi giao.
-L tn ni b quc gia.
-L tn kinh doanh.
2.2.1. tn ngoi giao
B phn ca h thng nghi thc nh nc gm cc hot ng i ngoi gia
cc quc gia, vng lnh th.
Quy nh iu chnh: thng l quc t, tp qun quc gia.
Ni dung:
-Th tc thit lp quan h ngoi giao.
-Thm chnh thc.
2.2.2. tn ni b quc gia
Cc hot ng din ra trong qu trnh tip xc, trao i gia cc c quan, t
chc, c nhn trong nc.

CNG TC L TN VN PHNG

2.2.3. tn kinh doanh

Cc hot ng din ra trong qu trnh tip xc, trao i gia cc t chc kinh
t.
Hot ng l tn ni chung c thc hin trn c s quy nh ca php lut,
tp qun.
2.3. Vai tr ca cng tc l tn
T chc tt cng tc l tn gip:
-Tit kim thi gian cho lnh o.
-To n tng tt p cho khch
-To thun li cho quan h i tc
2.4. Nguyn tc c bn ca cng tc l tn
-Tun th tp qun, thng l quc t.
-Tn trng quy nh, tp qun ca mi quc gia.
-Tn trng nhng phong tc, tp qun ca tng a phng, vng, min.
-Bnh ng, cng c li.
-Thn trng, lch s, nghim tc trong li ni, c ch.
(Tp qun: Thi quen hnh thnh t lu trong i sng, c mi ngi lm theo.
V d: s dng m lch, gia nh nhiu th h )
(Phong tc: Thi quen x hi ca mt a phng, mt nc. V d: Tt, gi chp,
ci hi )

CNG TC L TN VN PHNG

PHN 3 CNG TC N, TIP KHCH

3.1 Trang b phng l tn
Khu vc l tn l im tip xc u
tin gia khch v c quan, l ni s to ra
n tng u tin thng rt su m cho
khch. Ngy nay cc c quan thng rt
quan tm n vn trang b vt dng cn
thit cho cng tc tip khch. C th k ra
cc trang thit b ch yu sau:
- Bn gh tip khch, khch ngi i.
- S ng k khch n lin h
cng tc.
- in thoi.
- T ng ung.
- S ca c quan.
- Danh b in thoi ni b c
quan.
- My tnh (nu cn thit).
- Hoa, chu cy cnh, tranh...
Khu vc l tn phi c b tr ni ra vo chnh ca c quan khch ra
vo d thy, d tm. Quy l tn cn c t v tr tin snh ca cng ty, ni

khch hng d dng nhn thy nht khi bc vo. Mt khng gian khong
ng vi vi chic gh ngi v vi t bo s lm khch thoi mi khi phi ch
i.
Bn cnh , mt phng nn p vi logo v slogan cu cng ty c
t pha sau quy l tn s to cm gic sang trng v chuyn nghip.

CNG TC L TN VN PHNG

Mt chic bn l tn bt kn s khin ngi l

tn trng g b v th ng trong cng tc tip xc,
giao tip v gip khch. Quy l tn nn c
khong trng l tn d dng di chuyn.
Khu vc l
tn cn phi c
dn dp sch s
hng ngy, khng
c nc v thc n
ri vi. Mi hot
ng c nhn nh n
ung,

soi

gng,

tm chuynkhng
bao gi din ra
y.
H s v cc vt dng vn phng cn c sp xp ngn np, gn
gng. Mt chu hoa xinh xn hoc mt vi cy cnh nho nh s lm khng
gian thm xanh v ti mi hn.
Trn quy l tn cn c card vist cu cng ty, mt vi t qung co,
thng tin v cng ty cho nhng khch hng mi tip xc ln u.
ng thi nn d tr khn giy,
mt vi chic o ma, nc ung
chm sc khch chu o khi vt qua
cn ma n cng ty hay ra v trong
khi tri ma.
Mt chic ng h ln dt khu
vc ny cng khng km phn quan trng.

10

CNG TC L TN VN PHNG

Khu vc tip khch

Qut my, cy xanh v nhng vt trang tr t nc ng vai tr kh
quan trng y. khu vc tip khch ngi ta thng t h c. Nhng con
c nh, linh hot, to nng lng tch cc, rt ph hp vi cc cng ty thng
mi. Trong khi nhng con to, bi chm chp to cm gic an bnh li thch
hp cho cc bnh vin hay phng mch.
Nhng ty thuc vo din tch ca cng ty m la chn bn l tn thch
hp. Nu khng gian nh nhn th nhng chic bn hnh ch nht s tit kim
din tch. Ngc li, nhng chic bn hnh li lim hoc ovan tuy hi tn
din tch li to cm gic sang trng v b th.
Cng vi trang b ca khu vc l tn l vn trang b ca nhn vin l tn.
Nhiu c quan trang b ng phc v eo ph hiu. Din mo b ngoi ca nhn
vin l tn phn nh hnh nh ca doanh nghip v mc cc dch v m doanh
nghip cung cp nn nhn vin l tn cn n mc sch s, gn gng, lch s to ra
n tng tt vi khch hng.
3.2 Phn loi khch
C rt nhiu cch phn loi khch. Nhng trong bi vit ny, chng ti phn
ra lm 3 loi khch:
Khch lin h vi c quan, doanh nghip hng ngy: lin h cng tc, khiu
ni, t co
Khch trong c quan, doanh nghip: lin h cng tc gia cc phng ban,
gp lnh o
Khch quan trng: lin h k kt hp ng, kim tra
Nhn vin l tn phi phn bit cc loi khch c ng x thch hp. i
vi khch ni b c quan c th tip xc v gii quyt bng nhiu cch khc nhau.
C c quan th trng c th tip cn b nhn vin vo bt c lc no h n. Cch
ny rt bt tin cho th trng c quan v h lun b gin on cng vic, khng th
tp trung vo cng vic quan trng. mt s c quan khc quy nh th trng

11

CNG TC L TN VN PHNG

dnh mt s thi gian nht nh trong tun tip cc cn b nhn vin. Ngoi thi
gian ra khch khng c vo vn phng (tr trng hp c bit). Song nhn
chung cch thc tt nht trong tip khch ni b l nn phn thnh 3 loi v c cc
cch ng x ring nh nhau:
- i vi cn b thn cn th c th gp th trng bt k lc no.
- i vi cn b nhn vin mun gp th trng: Phi ng k qua l tn l tn
sp xp, b tr.
- i vi ngi lao ng cn t chc tip dn vo thi gian nht nh.
Tuy nhin trong c 3 trng hp trn cn phi ch n cc trng hp
ngoi l, nhiu trng hp quan trng khn cp khng th i n ngy gi, n
hn mi gii quyt. Phn ny s cp n nhng hot ng ch yu ca cng tc
n tip khch bn ngoi n c quan.
Ti nhiu c quan, vic n tip khch thc hin ngay phng l tn. Trong
trng hp ny phng l tn phi c trang b cc vt dng cn thit v b tr sch
s lch s n tip khch. Sau khi lm cc th tc cn thit nh cho hi, ghi
tn... nhn vin l tn phi thng bo cho th k bit nhng khch ang ngi ch
nhng yu cu ca h v hng dn h n vn phng. Nhiu trng hp c bit
th k hay trc tip th trng phi ra tn ni a khch vo.
3.3 T chc n, tip khch:
3.3.1 Cho hi khch
Tt c khch n c quan phi c cho n vi thi tn trng v lch
s. Tu theo iu kin c th, mi c quan c mt quy tc ring v gp r, cho n
khch. Cc quy tc ny c th l:
a)Hy ng ln khi bn gp g mt ai
iu ny s khin bn ginh c s thin cm ca khch v to ra cm gic
tn trng khch. Nu nh bn khng ng ln, m vn tip tc ngi cho hi, c
ngha bn mun gi n ngi mt thng ip rng anh ta khng quan trng
khin bn phi ri b cng vic ang d dang tip chuyn vi anh ta. Cn nu

12

CNG TC L TN VN PHNG

trong trng hp, v mt l do khch quan no m bn khng th ng ln c

(v d nh ang nghe in thoi), hy hy ci cho ngha l bn gi n khch mt
thng ip l bn ang bn v s tip n sau khi gii quyt xong.
-Yu cu c bn v t th ng:
Nhn thng: Th ng phi ngay ngn, u, c, thn, mnh v hai chn thng
gc vi mt t; Hai vai ngang bng; Hai cnh tay v bn tay th lng theo hai pha
thn ngi mt cch t nhin; Mt nhn thng, nhn c 4 hng xung quanh;
Ming hi mm; V mt ti ci.
Nhn nghing: Cm di hi thp li, mt nhn thng pha trc. Ngc hi
n ra pha trc, bng thon, nhn ton b hnh thphi nghim trang, nh c.
-Tp luyn t th ng chnh xc
ng gip lng vo tng, sau gy, vai, lng chn tip xc vi
tng. Nu tt c cc b phn trn u chm st vo tng th l t th ng.
i sch trn u luyn tp. sch trn nh u khng ri xung, t
nhin lm cho c thng ng, cm co vo, phn trn thn th vn cao thng.
Th ng ca n nhn vin phc v khch hng:
C hai cch ng ca nhn vin phc vkhch hng l n.
-ng hai chn thnh hnh ch V tc l u gi v gt chn khp vo vi nhau, hai
chn m rng vi khong cch bng hai nm tay.
-ng thng, hai chn khp li, hoc trng tm ri vo mt chn, cn chn kia
vt qua chn trc, hi th lng.
Khi ng theo cch th hai, hai tay chp li trc bng.
T th ng ng ca n c c im n tnh, cn phi biu hin s n ho,
mm mi, tinh t, kn o, lm cho ngi ta c cm gic p nh nhng.
Phi nh k: Khi ng, 2 chn cng khp cht cng tt, v rng nht cng
khng c vt qu chiu ngang ca hai vai. Khi mc l phc hoc tp d, th

13

CNG TC L TN VN PHNG

khng bao gi hai chn tch ri nhau v song song vi nhau, m chn trc phi
cch chn sau khong 5 phn v dn trng tm vo mt chn.
Th ng ca nam nhn vin phc v khch hng.
Khi ng phc v khch hng, t th ca nam phi nh sau: hai chn khp
li, cng c th hai chn choi ra, khong cch gia 2 chn bng 1 bn chn hoc
chiu rng ca vai, ngi khng nghing ng, nu ng lu mi c th i th ng
chn trc, chn sau nhng ngi vn phi thng, khng c i chn trc sau
qu nhiu ln hoc cho chn qu rng. Khi ng nu tay khng cm g th chp 2
tay pha trc, hoc sau lng.
Th ng ca nam nhn vin phc v phi th hin c s mnh kho ca
ngi n ng, th hin s cng trng, uy phong, gy cho ngi ta mt cm gic
mnh.Tm li, t th ng cn phi t nhin, p, trang nh. Khi ng d t
thno ch c chn v gc chn c thay i, cn ngi phi gi cho c thng,
v mt hng ln trn.
b) Hy mm ci
S biu l trn gng mt cn
c ngha hn li ni rt nhiu. Hy
nhn khch hng v mi ngi nh
th l bn rt vui mng c gp g
h m khng ch ti nhng g ang
din ra trong u c v suy ngh ca
bn. Ngi Trung Quc c cu: Nu
bn khng bit ci, th ng bao gi
kinh doanh. Hy lun t n ci
trn mi khi gp g v tr chuyn vi khch hng v i tc
c)Hy th hin s giao tip bng mt
Hy nhn trc din vo mt ngi i din, nh mun ni vi h rng bn
tp trung s ch v quan tm n nhng g h ni. Nu bn nhn sang hng khc

14

CNG TC L TN VN PHNG

hay nhn chm chm vo mt ni no khc, bn s khin h ngh bn ang mong

ch s c mt ca mt ai v nh mun chm dt nhanh chng cuc gp g ny.
d)Ch ng gii thiu bn thn
Ngay khi bn tip cn mt i tng m trc y bn cha tng quen bit
bit, hoc c ai tip cn bn, hy ni vi h bn l ai. ng ng im v yn lng
nh th ai c nhim v phi gii thiu h vi bn trc.
Km theo li gii thiu bn thn bn tn l g, bn nn ni cho h bit khi
no h c th cn n bn
- Cho n khch bng cc i t nhn xng lch thip nh: Ngi, qu ng, qu b,
bng tn h km theo cc chc danh, chc v...
- T gii thiu tn mnh sau kho lo hi tn khch (nu l khch n ln u,
cha bit qu danh). V d: Tha ng ti l Lan Anh, nhn vin l tn ca cng ty
Phng Nam, rt hn hnh c gp ng, xin ng cho bit qu danh.
- S dng li cho n chun mc nh mt mu cho khch. V d: "xin cho n
qu khch n vi cng ty..." "ti c th gip c g cho ng (b) ?.."
3.3.2 Nhng vic tip theo sau li cho hi
T s quan tm n khch: Sau li cho hi ban u ngi l tn phi t thi
quan tm n cng vic khch cn bng cch ch ng hi nm bt nhu cu
khch, khng lm vic ring nh c bo, n ung... gy s kh chu cho khch.
Ghi tn khch: Trong nhiu c quan quy nh: Tt c khch n lm vic
u phi ghi tn vo s theo mu sau:
S th t

H v tn

Ngh

nghip, L do, mc ch Kt

ni lm vic

qu

ca

bui lm vic

i vi khch (trong nc hoc ngoi nc) khi n c quan a danh thip

th ngi l tn phi nhanh chng nm ly cc thng tin cn thit ca c nhn ngi

15

CNG TC L TN VN PHNG

khch t danh thip . Khi bo co vi th trng v ngi khch, ngi l tn

phi trnh danh thip.
V nguyn tc, tt c cc khch bn ngoi n xin lm vic vi th trng
u phi c hn trc (qua in thoi hoc th hay c ngi n lin h trc tip).
Trong cng vic sp xp khch, l tn phi c s u tin i vi nhng ngi
khch c bit quan trng, ngi gi, ngi c hon cnh c bit. Trng hp
khch t bn ngoi n m khng c hn trc th phi gii thch t nh, trnh gy
t i hoc kh chu cho khch. V d: "tha ng, rt tic l ng khng cho bit trc
thi gian nn Gim c ang i cng tc, chiu mi v, phin ng quay li sau 4 gi
chiu"
Trong trng hp th trng ang bn, cha tip c, ngi l tn phi
thng bo vi khch l cng vic ca h c thng bo vi th trng v mi
khch ngi i. Tu iu kin c th m c th b tr phng i ca khch ring
bit vi phng lm vic ca l tn hay ti bn tr trong phng lm vic ca l tn.
Trn bn tr ngoi m chn, hoa ti cn c thm cc ti liu, n phm khc nhau
nh tp ch chuyn mn trong v ngoi nc, cc ti liu gii thiu v c quan.
Nhng ti liu ny va gip cho khch hiu bit thm v c quan, cng ty, va to
n tng cho khch l minh c quan tm, ch .
3.3.3 T chc n - tip mt on khch quan trng t xa ti.
T chc n - tip mt on khch t xa ti:
.
n b thnh phn nhn s c lin quan.
nhng c quan chc nng cn thit.
n ni n, ni ngh, xe a rc.
n ni tip kin, ni lm vic, ni chiu i, ni tham quan.
u tp qun ca khch khi bt ng.
ng vic cn thc hin khi khch n: ra n, tng hoa (nu cn).

16

CNG TC L TN VN PHNG

i ln xe -t a v ni ngh (khch sn, nh khch) hoc n ni tip kin

ngay, ty theo on quan trng hay on thng thng.
l tn li lo cc th tc ti sn bay, hnh l.
3.3.4 T chc cc cuc hn gp
L tn cn phi sp xp chng trnh cho cc bui hn mt cch khoa hc,
trn c s thng nht vi Gim c v thi gian dnh cho vic tip khch. mt s
doanh nghip, Gim c s khng tip khch nu nh khng c hn trc.
Trong n tip khch ti c quan, doanh nghip, iu cn nht chnh l vn
ha ng x. Khi khch n cng ty ca bn, vic u tin h cn l c cho n
nim n, lch s. Vy bn cn dng thi vui v, tn trng cho n.
Khch n thng c danh thip hoc giy gii thiu. Nhn vin l tn n
ly, cm n, ghi vo s khch n v hi khch mun gp ai. Nu khch khng c
danh thip, nhn vin l tn cn tm cch hi nh nhng cc chi tit cn thit v mi
khch ngi ch.
theo di cc cuc hn ca khch, cn c s theo di, sp xp gi hn mt
cch hp l. Nu cn phi hy b cc bui xin hn th cn phi xin li kho lo v
thng bo cho khch bit. Vic lm ny va gip tit kim thi gian cho doanh
nghip ln khch, va to c hiu qu cng vic cao.
a) Thu xp cc bui xin hn:
Khch c th dng nhiu phng tin khc nhau xin mt bui hn nh
in thoi, gi th, trc tip n VP..Nu khch n tn ni xin hn, l tn cn
ghi chp vo s tip khch v ngy gi bui tip khch an tm. Nu khch xin
hn qua in thoi, l tn cn phi ly y thng tin cn thit v tr li cho khch
v lch hn.

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CNG TC L TN VN PHNG

b) Cch thc ghi cc bui xin hn:

Phi ghi chp y thng tin v cc bui hn. L tn phi ghi vo s cng
tc cc bui xin hn v lun t ln bn lm vic tin theo di.

c) Hy b cc bui xin hn.

i lc G cn phi hy b cuc hn v cng tc t xut hoc v xa
khng v kp. L tn phi bo cho khch bit v vic hy b ny sm nht c th
nhm trnh cho khch nhng kh khn c th gy ra cho vic hy b ny.
Trng hp khch n vn phng mi bit cuc gp b hy b, l tn cn
phi ht sc kho lo thng bo v xin li khch.
d) Phng cch t chi cc bui xin hn:
Khi cn phi t chi, l tn nn kho lo, t nh v trnh by mt cch ngn
gn l do t chi cuc hn nhn c s thng cm. Trng hp khch nht
nh xin hn, bn ngh khch vit li th xin hn v nu l do c th.
3.3.5 Tip khch:
Mt s vn chung
p khch c hai loi: tip x giao v tip lm vic

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CNG TC L TN VN PHNG

tr phng tip khch, cn ch hng ra vo v hng phc v. Hng ra

vo trc mt trng on ch, cn hng phc v cnh bn tay tri cui phng.
p x giao th nn s dng salon, cn tip lm vic nn s dng bn lm vic
tin ghi chp
p x giao hay tip lm vic, khng cn phi t chc n khi ang lm vic,
ch cn nc gii kht
c gii kht, cch phc v.

a)Tip x giao
i tip tn n khch t ca v a khch vo ni tip kin (cn chun b
bin php n khi nhm ma ma).
i thiu khch vi lnh o mnh v mi ngi ng v tr.
p sn ch ngi cho c hai bn.
n nh ch ngi, ngi phc v rt nc (hay ru)
b)Tip lm vic
tr khch v gim c (ngi cn gp) i din nhau
Chun b cc ti liu cn thit.
Cn phi c thi bnh tnh v kho lo x l cc tnh hung sau:
- Khi th trng sn sng tip khch: Sp t trnh t cho cc cuc hn mt cch
chu o v mi khch vo.
- Khi th trng cha sn sng tip khch: Nh nhn mi khch i hoc xp mt
lch hn khc nu khch khng th i.
- Khi khch khng c hn trc: nu vic khn cp th c th thu xp cho khch vo
vic ngay hoc sp t mt bui hn khc.

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CNG TC L TN VN PHNG

Tip khch l mt trong nhng hot ng giao t, cn phi tm cch lm tha

mn nhng yu cu ca khch, v lu di hay gin tip s em li cho doanh nghip
ca bn nhng ci li khng nh.
Thc trng:
Thc trng cng tc n tip khch ti cc c quan, doanh nghip hin nay
cn rt nhiu bt cp. C s phn bit trong phong cch n tip gia cc loi
khch.
i vi khch lin h vi c quan, doanh nghip hng ngy, cng tc l tn
vn tn ti thiu st. Ni ch khng c ch trng dn n tnh trng khch khng
c ch ngi, ng chen nhau. Thi nhn vin n tip khch khng ha nh,
khng nhit tnh gy nn s bt mn cho khch. Lch hn khch cha c sp xp
hon chnh lm tn thi gian ca khch ln c quan, doanh nghip. i vi khch
quan trng, cng tc n tip khch li c phn khoa trng, dn n s lng ph.
khc phc c nhng tnh trng nu trn, trc ht nhng nh qun tr
cn phi c ci nhn nghim tc hn v vn n tip khch. C quan, doanh
nghip nn m nhng kha hun luyn v k nng n tip khch cho nhn vin,
ch trng u t cho phng tip khch
3.3.6 X l phn nn ca khch
Mt s khch n c quan khng phi lm vic m than phin (v d
than phin v cung cch lm vic, v mt nhn vin, cn b no , v cht lng
sn phm dch v...). Thng thng cc v khch ny khng hn trc nhng khi
n c quan li nht nh i gp bng c lnh o hoc cc cn b quan trng
khc, nhiu ngi cn t thi cu knh, th l rt kh chu. Trong trng hp ny
l tn nn x l ra sao?
Ngi l tn phi bit cch p ng nhng li phn nn ca khch v gii
quyt cc i hi mt cch n tho. Cch ng x tt nht trong trng hp ny l
ngi l tn phi b qua thi cu knh th l ca khch, gi thi bnh tnh v
lch s, chm ch nghe li phn nn, by t thi thng cm vi khch. Quy trnh
sau y c th gip ngi l tn x l tt nhng li phn nn ca khch:

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CNG TC L TN VN PHNG

- Lng nghe chm ch li phn nn ca khch

- Tm ra nhng ni dung v ghi li
- By t s thng cm vi khch
- Xin li khch, khng bo cha v trnh tranh lun.
- Cm n khch by t kin, gp ca mnh
- Gii thch nhng vic c th
- Bo co li vi th trng hoc cc n v c lin quan x l kp thi.
- Theo di vic x l
- Kim tra li s hi lng ca khch
Rt nhiu trng hp li phn nn l ngun thng tin c gi tr cho c quan,
doanh nghip.
- Khch hng thng nhn ra nhng sai lm trong sn phm/dch v
- Khch hng rt d tr thnh i tc ca i th cnh tranh
- Li phn nn chnh l li nhc nh bn
- Khch hng v sc mnh ca qung co truyn ming
Thay v phn nn, khch hng xin li v khng s mua sn phm/dch v ca
bn na. Nu bn u t thi gian, cng sc vo vic khc v pht l chuyn tm
hiu nguyn nhn gy nn s tht vng ca khch hng th chc chn bn t
kha cnh ca kinh doanh ca mnh. V iu g n tt s n, thay v gy kh khn
cho bn, khch hng chn nn, xin li lm phin ri sau tuyt i khng mua
sn phm/dch v ca doanh nghip bn na. Nh vy ,v hnh chung chnh bn
t nh mt khch hng, trong khi h li l ngun sinh li nhanh nht.
Do vy cn x l tt li phn nn, to n tng tt cho khch v chuyn n
thnh c hi. Trong kinh doanh ngi ta coi nhng khch hng kh tnh, hay i

21

CNG TC L TN VN PHNG

hi l khch hng quan trng v l ng lc thc y doanh nghip phn u

c kt qu tt.

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CNG TC L TN VN PHNG

PHN 4: KT UN
mt ngi l tn kh bn rn: Tip n khch trc din ti cng ty, nghe in
thoi v chuyn ng dy ng ngi ng vic cho cc b phn khc, lp lch
hn, t chc phng hp, tr li th tn, son tho vn bn cho phng hnh chnh,
mua qu sinh nht cho mt ng nghip... Trong nhiu vic khng tn, vic no
cng gp, cng quan trng v cng cn... n ci!. H i din cho s vui v, tr
trung, ca s tip nhn v ca N ci. khng ch dng , ngi l tn cn cn
nhiu t cht mang tnh soft skill (kh nng mm) hn kh nng cng (hard skill).
M t cht mm ny li kh o to, kh yu cu bi quy nh hay s rng buc
no v nguyn tc. Ti ci l t cht u tin. Giao tip linh hot v x l tnh
hung a dng l nhng t cht i hi tip theo.
Mt cng ty c th yu cu nhn vin l tn c mt ng gi, nhng kh yu
cu nhn vin y ci. Nu c th yu cu nhn vin ci, cng ty cng khng th
yu cu n ci y rng m v nng nhit, cho ngi tip xc cm thy vui ti
v hi lng.
Mt cng ty c th yu cu nhn vin l tn x l tnh hung da trn nhng
quy nh v s dng phng hp, quy nh ra vo cng ty, quy nh v.v Song,
cng ty khng th nh ra r rng x l th no lm hi lng ngi tip xc.
S hi lng c em li t tng hp nhng hnh ng nht qun ca ngi l tn:
t n ci, nh mt, ging ni, c ch, li ngh, s nhanh tr v nhng s hiu
bit v x hi, v nguyn tc ng x.
Di s i hi nhiu v k nng mm trong giao tip v x l cc tnh
hung v tr u mi tip xc vi khch hng,
ngi l tn khng trnh khi nhng trng hp
phi ng gia ng nghip tr li cho khch:
ng gia trng phng hnh chnh hoc phng
k thut hoc phng kinh doanh gii quyt mt
phn nn ca i tc qua in thoi hoc trc din
ti quy l tn. Nhng trng hp cn x l ca l tn vin dng pht cht,

23

CNG TC L TN VN PHNG

dng gii quyt khiu ni, dng lng nghe mi phn hi t khch hng, c th dn
nhn vin n cm gic cng thng. C khi h cn tr li mt cuc in thoi cng
lc vi tip n nim n mt khch hng ang ng trc mt.
C khi h cn tr li cng lc nhiu cuc in thoi gi n v khng th
mt cuc no hoc khng ng dy no ch qu 3 ting chung...
V vy, nhng nh qun tr, cn phi quan tm v chm sc chu o hn cho
cng tc l tn t vt cht n tinh thn. Mt phn l gip nhn vin l tn cm gic
thoi mi, c quan tm xng ng vi n lc mnh b ra, hn na l a din
mo cng ty, t chc i ln trn tm cao mi.

24