10 iu kht khao ca khch hng

Trong dch v khch hng, mc tiu hng u lun l to dng c cc "fan" cung nhit vi sn phm/dch v ca cng ty bn. Song mc tiu ny thng rt kh thnh hin thc khi m nhiu cng ty cha hiu ht v tho mn cc mong mun ca khch hng. Theo cc nghin cu v dch v khch hng c thc hin bi nhiu hng tip th ln trn th gii, c 10 phm cht c rt ra t 10 mong mun ca cc khch hng cn th hin r nt trong kinh doanh v trong dch v ca cng ty bn c c nhng fan hm m cung nhit, nhng ngi khng ch tho mn m cn hon ton trung thnh vi bn trong chng ng di. 1. Mi ngi mong mun bn th hin s quan tm ti cuc sng ca h Cng ty bn khng ch bit v cng vic ca khch hng, m cn cn bit v gia nh h, v nhng s thch ca h cng nh v nhng tri nghim cuc sng ca h. S rt quan trng vi vic bit thi im no cc khch hng c c mt thng li hay mt nim vui trong cng vic, hay ngy sinh ca con ci hoc nhng ngy k nim ct mc quan trng no . 2. Mi ngi mong mun bn lun nhanh chng Mi ngi lun mong mun c c sn phm hay dch v ca h ngay trong ngy hm nay, ch khng phi ngy mai hay 3 n 4 ngy na. Trong mt th gii hi h ngy nay, nu cng ty mt qu 24 gi tr li mt yu cu hay ngh t khch hng, rt c th khch hng s tm kim mt ai khc thay th. Lc ny l thi im ca dch v vn chuyn ngy v m ca Fedex, Palm Pilots vi nhng h thng qun l giao nhn, kt ni internet tc cao v v s my mc thit b. Hy nhanh chng v mnh m, cn bng khng cng ty bn s tt li pha sau. 3. Mi ngi mong mun bn lun c mt Mi ngi mt mi v nhng my tr li t ng vi nhng ni dung nh "n phm 1 gp Bob Smith, n phm 2 gp b phn dch v khch hng, n

phm 3 cho ting Ty Ban Nha,... n phm 4 nu bn mun chuyn cng ty khc!". S c i cht s kh chu nu in thoi tr li t ng. Hy cung cp cho cc khch hng s in thoi lin lc trc tip, s in thoi di ng, s fax v c a ch email. Gi s chia s s in thoi di ng l iu g bt tin, hy trang b thm mt s phc v ring cng vic. Cc khch hng lun mun bit rng h c th tip cn nhng con ngi "bng xng bng tht" khi gp phi vn hay c khc mc vi sn phm/dch v. 4. Mi ngi mong mun mt ging ni thn thin v mt n ci nng m Nguyn tc u tin ca dch v khch hng l mm ci t mt ti tai khi gp g bt c ngi no hay tr li bt c c in thoi no. Nu nhn vin dch v khch hng khng mm ci, iu ny s c truyn qua in thoi v s c nhn ra mt cch nhanh chng nht. V th, mt n ci trong bt c hon cnh no l rt quan trng, k c khi khng tip xc trc tip vi khch hng. Mt cch thc nhiu cng ty thng lm hin nay i vi b phn dch v khch hng l t mt tm th 5x7 cm ln bn ca mi nhn vin, trn c ghi ch "Hy mm ci... Hm nay l mt ngy tuyt vi" tht to. 5. Mi ngi mong mun bn ha t lm nhiu Cc khch hng khng bao gi qun c sai st hay s tr hon ca mt cng ty i vi li ha sn phm/dch v. Nu cng ty bn ha iu g vo ngy th su, nhng ri phi n th ba tun sau mi thc hin c, cc khch hng s k vi c th gii v vic ny bng mt ging iu tiu cc. ng bao gi a ra mt li ha m khng th thc hin c. Hy cc khch hng bit rng cng ty c th thc hin tt hn nhng g mnh cam kt, chng hn giao sn phm sm hn nhng g ha. Khi , cc khch hng s ngc nhin th v, v ni vi c th gii rng cng ty bn tht nhanh chng v tuyt vi! 6. Mi ngi mong mun c gip ... h khng mun b bn Tt c chng ta u khng thch nhng con ngi huynh hoang. Cng vic ca mi ch cng ty l khng ngng b sung cc gi tr vo cuc sng ca mi khch hng m khng c nhng ph tnh thm, c nhng sn phm hay dch vi mi trc khi h sn sng. im mu cht: ng l mt k huynh hoang. N s y mi ngi ra xa cng ty bn bn hn. 7. Mi ngi mong mun nghe cu ni "Vng, ti c th lm c nh vy Mi ngi khng mun nghe nhng li xin li cm lng. Cc khch hng ngy

nay rt thng minh v hiu bit, v khi h cn n s gip , h vn thng c nghe: khng phi l cng vic ca ti Ti khng th tr li iu v ti cng khng bit r cu tr li Qu v nn gi li sau Chnh sch ca cng ty chng ti khng co php iu Ti xin li ... l nhng g tt nht ti c th lm. Ti cng ch l con ngi V nu th, s tht vng s xut hin. Mi ngi khng mun nghe nhng vn kh khn ca cng ty bn. H mun nghe phng thc gii quyt vn . Lun c mt vi gii php thch hp no , thm ch c khi khng th gii quyt c vn ! Bn s ginh c tri tim ca khch hng vi nhng cu ni nh: Qu v hon ton ng. Chng ti s c cu tr li cho vn vo cui ngy hm nay. Cm n v nhng lo lng ca qu v. Ti s tip thu v c cch gii quyt mi th hiu qu cho tt c chng ta y l Sally Jones. Ti c th gip qu v nh th no trong hm nay? Ti khng th bit c, nhng cng ty chng ti c rt nhiu ngi khc c th bit r. Khng bit ti c th chuyn my cho qu v ti nhng nhn vin ?. 8. Mi ngi mong mun bit rng cc nhn vin dch v khch hng c o to v trau tri k nng thch hp Nhng nhn vin dch v khch hng c khng ngng tham gia vo cc kho o to khc nhau? H c thng xuyn lm vic v hc hi t mt chuyn gia? Nu khng, cc khch hng ca cng ty s bit n trong nhp p tri tim. Cc khch hng mong mun bit rng h ang giao dch vi mt ngi c nng lc thc th v rng cng ty khng ngng o to v trau di chuyn mn cho cc nhn vin ca mnh. bt u, cc cng ty cn xy dng v tin hnh o to theo cc kho hng thng, sau cho cc khch hng bit nhng g cc nhn vin hc c thng qua cc th tin tc hng thng, qua email hay qua blog. 9. Mi ngi mong mun khng c s bi lng tm vt Nu cng ty tnh mt hai ng ph cho nhng vn ph thm nh cho mi pht tr chuyn thm vi khch hng hay cho mi ln gi vn bn ti liu ti khch hng, bn s b xem l "r tin", v iu ny to ra nhng suy ngh cng nh li ni khng my tt p trong tm tr v ming ca khch hng.

Cng ty bn cn nh rng vic b sung cc gi tr thm cho khch hng cn c thc hin mt cch chn thnh v thoi mi nht, khng c bt c s "bi lng tm vt" no. 10. Mi ngi mong mun nghe hai ch k diu "Cm n" y lun l m nhc vi i tai khch hng. Hy ni thng xuyn v km theo l mt tnh cm chn tht. Cc khch hng ca cng ty chnh l nhng ngi cho php cng ty s hu v hot ng kinh doanh bnh thng, cng nh kim li nhun. Chnh v th, hy cm n h v nhng g h lm cho mnh. (theo Bwportal)
xem chi tiet tai: http://www.thanhlapcongty.net/cham-soc-khach-hang/203-10-iu-khat-khao-ca-khachhang-.html#ixzz1iHNQhRI8