{"id":53318,"date":"2026-09-14T11:26:37","date_gmt":"2026-09-14T04:26:37","guid":{"rendered":"https:\/\/lacviet.vn\/?p=53318"},"modified":"2026-09-14T11:33:57","modified_gmt":"2026-09-14T04:33:57","slug":"ky-nang-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/lacviet.vn\/en\/ky-nang-cham-soc-khach-hang\/","title":{"rendered":"7 K\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng quan tr\u1ecdng nh\u00e2n vi\u00ean c\u1ea7n c\u00f3"},"content":{"rendered":"<p style=\"text-align: justify;\"><strong>K\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> l\u00e0 t\u1eadp h\u1ee3p c\u00e1c k\u1ef9 n\u0103ng giao ti\u1ebfp, x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng v\u00e0 t\u01b0 duy h\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng m\u00e0 nh\u00e2n vi\u00ean c\u1ea7n c\u00f3 \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m ph\u1ee5c v\u1ee5 t\u1ed1t, nh\u1ea5t qu\u00e1n.<\/p>\n<p style=\"text-align: justify;\">Trong b\u00e0i vi\u1ebft n\u00e0y, <a href=\"https:\/\/lacviet.vn\/\">L\u1ea1c Vi\u1ec7t<\/a> s\u1ebd gi\u00fap b\u1ea1n n\u1eafm \u0111\u01b0\u1ee3c danh s\u00e1ch c\u00e1c k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ed1t l\u00f5i c\u1ea7n x\u00e2y d\u1ef1ng cho \u0111\u1ed9i ng\u0169, l\u00fd do c\u1ea7n \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n theo khung n\u0103ng l\u1ef1c r\u00f5 r\u00e0ng, v\u00e0 vai tr\u00f2 c\u1ee7a c\u00f4ng ngh\u1ec7 trong vi\u1ec7c tri\u1ec3n khai \u0111\u00e0o t\u1ea1o \u0111\u1ed3ng b\u1ed9 \u1edf quy m\u00f4 l\u1edbn.<\/p>\n<h2 style=\"text-align: justify;\">1. V\u00ec sao k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng quan tr\u1ecdng v\u1edbi doanh nghi\u1ec7p?<\/h2>\n<p style=\"text-align: justify;\">Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 \u0111i\u1ec3m ch\u1ea1m tr\u1ef1c ti\u1ebfp, th\u01b0\u1eddng xuy\u00ean nh\u1ea5t gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng, \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m v\u00e0 quy\u1ebft \u0111\u1ecbnh g\u1eafn b\u00f3 l\u00e2u d\u00e0i c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t nh\u00e2n vi\u00ean x\u1eed l\u00fd t\u1ed1t cu\u1ed9c g\u1ecdi khi\u1ebfu n\u1ea1i c\u00f3 th\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, trong khi m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ec7 d\u00f9 ch\u1ec9 m\u1ed9t l\u1ea7n c\u0169ng \u0111\u1ee7 khi\u1ebfn kh\u00e1ch h\u00e0ng chuy\u1ec3n sang \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\">Khi nh\u00e2n vi\u00ean thi\u1ebfu k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ea7n thi\u1ebft, c\u00e1ch x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng gi\u1eefa c\u00e1c nh\u00e2n vi\u00ean th\u01b0\u1eddng kh\u00f4ng nh\u1ea5t qu\u00e1n: c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1 nh\u01b0ng ng\u01b0\u1eddi n\u00e0y gi\u1ea3i quy\u1ebft nhanh g\u1ecdn, ng\u01b0\u1eddi kh\u00e1c l\u1ea1i khi\u1ebfn kh\u00e1ch h\u00e0ng b\u1ee9c x\u00fac th\u00eam. S\u1ef1 thi\u1ebfu nh\u1ea5t qu\u00e1n n\u00e0y l\u00e0m gi\u1ea3m tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 v\u00e0 t\u0103ng nguy c\u01a1 m\u1ea5t kh\u00e1ch h\u00e0ng, d\u00f9 m\u1ee9c \u0111\u1ed9 t\u00e1c \u0111\u1ed9ng c\u1ee5 th\u1ec3 \u0111\u1ebfn t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u1ea1i Vi\u1ec7t Nam theo t\u1eebng ng\u00e0nh c\u1ea7n tra c\u1ee9u th\u00eam t\u1eeb c\u00e1c b\u00e1o c\u00e1o chuy\u00ean ng\u00e0nh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 s\u1ed1 li\u1ec7u ch\u00ednh x\u00e1c, c\u1eadp nh\u1eadt.<\/li>\n<li aria-level=\"1\">Ng\u01b0\u1ee3c l\u1ea1i, khi \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c trang b\u1ecb k\u1ef9 n\u0103ng t\u1ed1t v\u00e0 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng nh\u1ea5t qu\u00e1n h\u01a1n gi\u1eefa c\u00e1c nh\u00e2n vi\u00ean, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 h\u01a1n v\u00e0 t\u1ea1o ra l\u1ee3i th\u1ebf c\u1ea1nh tranh kh\u00f3 sao ch\u00e9p &#8211; v\u00ec tr\u1ea3i nghi\u1ec7m ph\u1ee5c v\u1ee5 l\u00e0 y\u1ebfu t\u1ed1 \u0111\u1ed1i th\u1ee7 kh\u00f3 b\u1eaft ch\u01b0\u1edbc nhanh nh\u01b0 t\u00ednh n\u0103ng s\u1ea3n ph\u1ea9m hay m\u1ee9c gi\u00e1.<\/li>\n<li aria-level=\"1\">K\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169ng ng\u00e0y c\u00e0ng quan tr\u1ecdng h\u01a1n khi kh\u00e1ch h\u00e0ng c\u00f3 nhi\u1ec1u l\u1ef1a ch\u1ecdn h\u01a1n, d\u1ec5 d\u00e0ng chia s\u1ebb tr\u1ea3i nghi\u1ec7m (t\u1ed1t l\u1eabn x\u1ea5u) tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn. M\u1ed9t tr\u1ea3i nghi\u1ec7m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng k\u00e9m c\u00f3 th\u1ec3 lan truy\u1ec1n nhanh v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn uy t\u00edn th\u01b0\u01a1ng hi\u1ec7u v\u01b0\u1ee3t xa ph\u1ea1m vi m\u1ed9t kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n, trong khi m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed1t c\u0169ng c\u00f3 th\u1ec3 tr\u1edf th\u00e0nh l\u1eddi gi\u1edbi thi\u1ec7u t\u1ef1 nhi\u00ean, hi\u1ec7u qu\u1ea3 cho doanh nghi\u1ec7p.<\/li>\n<li aria-level=\"1\">\u0110\u1ed1i v\u1edbi doanh nghi\u1ec7p B2B, t\u00e1c \u0111\u1ed9ng c\u1ee7a k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f2n r\u00f5 r\u1ec7t h\u01a1n v\u00ec gi\u00e1 tr\u1ecb m\u1ed7i h\u1ee3p \u0111\u1ed3ng th\u01b0\u1eddng l\u1edbn v\u00e0 chu k\u1ef3 h\u1ee3p t\u00e1c k\u00e9o d\u00e0i nhi\u1ec1u n\u0103m &#8211; m\u1ed9t l\u1ea7n x\u1eed l\u00fd khi\u1ebfu n\u1ea1i kh\u00f4ng t\u1ed1t c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng gia h\u1ea1n h\u1ee3p \u0111\u1ed3ng ho\u1eb7c t\u00ecm nh\u00e0 cung c\u1ea5p kh\u00e1c ngay khi h\u1ebft cam k\u1ebft, trong khi chi ph\u00ed \u0111\u1ec3 t\u00ecm v\u00e0 thuy\u1ebft ph\u1ee5c m\u1ed9t kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p m\u1edbi th\u01b0\u1eddng cao h\u01a1n nhi\u1ec1u so v\u1edbi chi ph\u00ed gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">V\u1eady c\u1ee5 th\u1ec3, nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ea7n trang b\u1ecb nh\u1eefng k\u1ef9 n\u0103ng n\u00e0o?<\/p>\n<h2 style=\"text-align: justify;\">2. Nh\u1eefng k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng quan tr\u1ecdng nh\u1ea5t nh\u00e2n vi\u00ean c\u1ea7n c\u00f3<\/h2>\n<p style=\"text-align: justify;\">D\u01b0\u1edbi \u0111\u00e2y l\u00e0 7 k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c nh\u1eafc \u0111\u1ebfn nhi\u1ec1u nh\u1ea5t v\u00e0 c\u00f3 t\u00e1c \u0111\u1ed9ng r\u00f5 r\u1ec7t nh\u1ea5t \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5, l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng khung n\u0103ng l\u1ef1c \u0111\u00e0o t\u1ea1o cho \u0111\u1ed9i ng\u0169:<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\">K\u1ef9 n\u0103ng giao ti\u1ebfp r\u00f5 r\u00e0ng, th\u00e2n thi\u1ec7n<\/li>\n<li aria-level=\"1\">K\u1ef9 n\u0103ng l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng<\/li>\n<li aria-level=\"1\">K\u1ef9 n\u0103ng ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac, gi\u1eef b\u00ecnh t\u0129nh<\/li>\n<li aria-level=\"1\">K\u1ef9 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 v\u00e0 x\u1eed l\u00fd khi\u1ebfu n\u1ea1i<\/li>\n<li aria-level=\"1\">K\u1ef9 n\u0103ng \u0111\u00e0m ph\u00e1n, thuy\u1ebft ph\u1ee5c<\/li>\n<li aria-level=\"1\">S\u1ef1 ki\u00ean nh\u1eabn v\u00e0 kh\u1ea3 n\u0103ng ch\u1ecbu \u00e1p l\u1ef1c<\/li>\n<li aria-level=\"1\">K\u1ef9 n\u0103ng s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 h\u1ed7 tr\u1ee3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/li>\n<\/ul>\n<h3 style=\"text-align: justify;\">2.1. K\u1ef9 n\u0103ng giao ti\u1ebfp r\u00f5 r\u00e0ng, th\u00e2n thi\u1ec7n<\/h3>\n<p style=\"text-align: justify;\">Giao ti\u1ebfp r\u00f5 r\u00e0ng l\u00e0 k\u1ef9 n\u0103ng n\u1ec1n t\u1ea3ng nh\u1ea5t trong ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, v\u00ec m\u1ecdi t\u01b0\u01a1ng t\u00e1c kh\u00e1c \u0111\u1ec1u x\u00e2y d\u1ef1ng tr\u00ean n\u1ec1n c\u1ee7a vi\u1ec7c truy\u1ec1n \u0111\u1ea1t th\u00f4ng tin sao cho kh\u00e1ch h\u00e0ng hi\u1ec3u \u0111\u00fang, hi\u1ec3u \u0111\u1ee7. Nh\u00e2n vi\u00ean c\u1ea7n di\u1ec5n \u0111\u1ea1t r\u00f5 r\u00e0ng, d\u1ec5 hi\u1ec3u, tr\u00e1nh d\u00f9ng thu\u1eadt ng\u1eef n\u1ed9i b\u1ed9 ho\u1eb7c t\u1eeb chuy\u00ean ng\u00e0nh m\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng quen thu\u1ed9c.<\/p>\n<p style=\"text-align: justify;\">Gi\u1ecdng \u0111i\u1ec7u khi giao ti\u1ebfp c\u1ea7n th\u00e2n thi\u1ec7n nh\u01b0ng v\u1eabn gi\u1eef \u0111\u01b0\u1ee3c s\u1ef1 chuy\u00ean nghi\u1ec7p &#8211; kh\u00f4ng qu\u00e1 su\u1ed3ng s\u00e3 khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y thi\u1ebfu t\u00f4n tr\u1ecdng, c\u0169ng kh\u00f4ng qu\u00e1 c\u1ee9ng nh\u1eafc, m\u00e1y m\u00f3c khi\u1ebfn cu\u1ed9c tr\u00f2 chuy\u1ec7n tr\u1edf n\u00ean xa c\u00e1ch. S\u1ef1 c\u00e2n b\u1eb1ng n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng k\u00eanh giao ti\u1ebfp c\u1ee5 th\u1ec3.<\/p>\n<p style=\"text-align: justify;\">M\u1ed7i k\u00eanh giao ti\u1ebfp c\u00f3 \u0111\u1eb7c th\u00f9 ri\u00eang c\u1ea7n l\u01b0u \u00fd: qua \u0111i\u1ec7n tho\u1ea1i, gi\u1ecdng n\u00f3i, t\u1ed1c \u0111\u1ed9 n\u00f3i l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh v\u00ec kh\u00e1ch h\u00e0ng kh\u00f4ng nh\u00ecn th\u1ea5y bi\u1ec3u c\u1ea3m; qua chat\/tin nh\u1eafn, c\u00e1ch d\u00f9ng t\u1eeb v\u00e0 t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i thay th\u1ebf cho ng\u1eef \u0111i\u1ec7u; khi g\u1eb7p tr\u1ef1c ti\u1ebfp, ng\u00f4n ng\u1eef c\u01a1 th\u1ec3 v\u00e0 \u00e1nh m\u1eaft \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng kh\u00f4ng k\u00e9m l\u1eddi n\u00f3i. Nh\u00e2n vi\u00ean th\u00e0nh th\u1ea1o nhi\u1ec1u k\u00eanh c\u1ea7n bi\u1ebft \u0111i\u1ec1u ch\u1ec9nh phong c\u00e1ch giao ti\u1ebfp cho ph\u00f9 h\u1ee3p, thay v\u00ec \u00e1p d\u1ee5ng m\u1ed9t c\u00e1ch n\u00f3i duy nh\u1ea5t cho m\u1ecdi t\u00ecnh hu\u1ed1ng.<\/p>\n<p style=\"text-align: justify;\">M\u1ed9t kh\u00eda c\u1ea1nh kh\u00e1c c\u1ee7a giao ti\u1ebfp r\u00f5 r\u00e0ng l\u00e0 kh\u1ea3 n\u0103ng t\u00f3m t\u1eaft v\u00e0 x\u00e1c nh\u1eadn l\u1ea1i th\u00f4ng tin sau khi trao \u0111\u1ed5i &#8211; v\u00ed d\u1ee5 nh\u1eafc l\u1ea1i ng\u1eafn g\u1ecdn v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng v\u1eeba tr\u00ecnh b\u00e0y k\u00e8m gi\u1ea3i ph\u00e1p \u0111\u00e3 th\u1ed1ng nh\u1ea5t tr\u01b0\u1edbc khi k\u1ebft th\u00fac cu\u1ed9c tr\u00f2 chuy\u1ec7n. Th\u00f3i quen n\u00e0y gi\u00fap c\u1ea3 hai b\u00ean ch\u1eafc ch\u1eafn \u0111\u00e3 hi\u1ec3u \u0111\u00fang \u00fd nhau, gi\u1ea3m thi\u1ec3u t\u00ecnh hu\u1ed1ng hi\u1ec3u l\u1ea7m d\u1eabn \u0111\u1ebfn khi\u1ebfu n\u1ea1i l\u1eb7p l\u1ea1i v\u1ec1 sau.<\/p>\n<h3 style=\"text-align: justify;\">2.2. K\u1ef9 n\u0103ng l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng<\/h3>\n<p style=\"text-align: justify;\"><a href=\"https:\/\/en.wikipedia.org\/wiki\/Active_listening\" target=\"_blank\" rel=\"nofollow noopener\">L\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng<\/a> kh\u00e1c v\u1edbi vi\u1ec7c ch\u1ec9 &#8220;nghe&#8221; m\u1ed9t c\u00e1ch th\u1ee5 \u0111\u1ed9ng &#8211; l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng \u0111\u00f2i h\u1ecfi nh\u00e2n vi\u00ean t\u1eadp trung ho\u00e0n to\u00e0n v\u00e0o nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng \u0111ang n\u00f3i, kh\u00f4ng v\u1eeba nghe v\u1eeba ngh\u0129 \u0111\u1ebfn c\u00e2u tr\u1ea3 l\u1eddi ho\u1eb7c x\u1eed l\u00fd vi\u1ec7c kh\u00e1c c\u00f9ng l\u00fac.<\/p>\n<p style=\"text-align: justify;\">L\u1ed7i th\u01b0\u1eddng g\u1eb7p nh\u1ea5t khi thi\u1ebfu k\u1ef9 n\u0103ng l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng l\u00e0 ng\u1eaft l\u1eddi kh\u00e1ch h\u00e0ng gi\u1eefa ch\u1eebng, ho\u1eb7c gi\u1ea3 \u0111\u1ecbnh tr\u01b0\u1edbc v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean v\u00e0i t\u1eeb \u0111\u1ea7u ti\u00ean m\u00e0 ch\u01b0a \u0111\u1ec3 kh\u00e1ch tr\u00ecnh b\u00e0y h\u1ebft. C\u1ea3 hai l\u1ed7i n\u00e0y \u0111\u1ec1u khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y kh\u00f4ng \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng v\u00e0 d\u1ec5 d\u1eabn \u0111\u1ebfn vi\u1ec7c nh\u00e2n vi\u00ean \u0111\u01b0a ra gi\u1ea3i ph\u00e1p sai v\u00ec ch\u01b0a hi\u1ec3u \u0111\u00fang, hi\u1ec3u \u0111\u1ee7 v\u1ea5n \u0111\u1ec1 th\u1ef1c s\u1ef1.<\/p>\n<p style=\"text-align: justify;\">M\u1ed9t s\u1ed1 k\u1ef9 thu\u1eadt l\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 g\u1ed3m: nh\u1eafc l\u1ea1i \u00fd ch\u00ednh kh\u00e1ch h\u00e0ng v\u1eeba tr\u00ecnh b\u00e0y b\u1eb1ng c\u00e1ch di\u1ec5n \u0111\u1ea1t c\u1ee7a m\u00ecnh \u0111\u1ec3 x\u00e1c nh\u1eadn \u0111\u00e3 hi\u1ec3u \u0111\u00fang, \u0111\u1eb7t c\u00e2u h\u1ecfi g\u1ee3i m\u1edf (thay v\u00ec c\u00e2u h\u1ecfi \u0111\u00f3ng ch\u1ec9 tr\u1ea3 l\u1eddi c\u00f3\/kh\u00f4ng) \u0111\u1ec3 kh\u00e1ch h\u00e0ng cung c\u1ea5p th\u00eam th\u00f4ng tin c\u1ea7n thi\u1ebft, v\u00e0 tr\u00e1nh xen ngang khi kh\u00e1ch h\u00e0ng \u0111ang tr\u00ecnh b\u00e0y tr\u1eeb khi th\u1ef1c s\u1ef1 c\u1ea7n l\u00e0m r\u00f5 ngay m\u1ed9t chi ti\u1ebft quan tr\u1ecdng.<\/p>\n<p style=\"text-align: justify;\">L\u1eafng nghe ch\u1ee7 \u0111\u1ed9ng c\u00f2n gi\u00fap nh\u00e2n vi\u00ean ph\u00e1t hi\u1ec7n \u0111\u01b0\u1ee3c nh\u1eefng nhu c\u1ea7u ho\u1eb7c m\u1ed1i quan t\u00e2m m\u00e0 kh\u00e1ch h\u00e0ng ch\u01b0a n\u00f3i ra tr\u1ef1c ti\u1ebfp &#8211; v\u00ed d\u1ee5 kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n v\u1ec1 m\u1ed9t t\u00ednh n\u0103ng nh\u01b0ng th\u1ef1c ch\u1ea5t \u0111ang lo ng\u1ea1i v\u1ec1 vi\u1ec7c ph\u1ea3i h\u1ecdc l\u1ea1i c\u00e1ch s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m m\u1edbi. Nh\u1eadn ra \u0111\u01b0\u1ee3c l\u1edbp nhu c\u1ea7u \u1ea9n sau l\u1eddi ph\u00e0n n\u00e0n b\u1ec1 m\u1eb7t gi\u00fap nh\u00e2n vi\u00ean \u0111\u01b0a ra gi\u1ea3i ph\u00e1p tr\u00fang \u0111\u00edch h\u01a1n l\u00e0 ch\u1ec9 x\u1eed l\u00fd \u0111\u00fang nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng n\u00f3i ra theo ngh\u0129a \u0111en. K\u1ef9 n\u0103ng n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c r\u00e8n luy\u1ec7n qua th\u1ef1c h\u00e0nh th\u01b0\u1eddng xuy\u00ean, v\u00ec ph\u1ea3n x\u1ea1 t\u1ef1 nhi\u00ean c\u1ee7a ph\u1ea7n l\u1edbn m\u1ecdi ng\u01b0\u1eddi khi giao ti\u1ebfp l\u00e0 chu\u1ea9n b\u1ecb s\u1eb5n c\u00e2u tr\u1ea3 l\u1eddi trong \u0111\u1ea7u thay v\u00ec t\u1eadp trung ho\u00e0n to\u00e0n v\u00e0o \u0111i\u1ec1u \u0111\u1ed1i ph\u01b0\u01a1ng \u0111ang n\u00f3i.<\/p>\n<h3 style=\"text-align: justify;\">2.3. K\u1ef9 n\u0103ng ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac, gi\u1eef b\u00ecnh t\u0129nh<\/h3>\n<p style=\"text-align: justify;\">Nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean ph\u1ea3i ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng \u0111ang n\u00f3ng gi\u1eadn, th\u1ea5t v\u1ecdng ho\u1eb7c ph\u00e0n n\u00e0n gay g\u1eaft &#8211; \u0111\u00e2y l\u00e0 t\u00ecnh hu\u1ed1ng kh\u00f4ng th\u1ec3 tr\u00e1nh kh\u1ecfi trong c\u00f4ng vi\u1ec7c, n\u00ean kh\u1ea3 n\u0103ng gi\u1eef b\u00ecnh t\u0129nh l\u00e0 k\u1ef9 n\u0103ng b\u1eaft bu\u1ed9c ph\u1ea3i r\u00e8n luy\u1ec7n, kh\u00f4ng th\u1ec3 ch\u1ec9 d\u1ef1a v\u00e0o t\u00ednh c\u00e1ch c\u00e1 nh\u00e2n.<\/p>\n<p style=\"text-align: justify;\">Nguy\u00ean t\u1eafc quan tr\u1ecdng nh\u1ea5t l\u00e0 kh\u00f4ng ph\u1ea3n \u1ee9ng theo c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng &#8211; khi kh\u00e1ch h\u00e0ng l\u1edbn ti\u1ebfng ho\u1eb7c d\u00f9ng l\u1eddi l\u1ebd gay g\u1eaft, nh\u00e2n vi\u00ean ph\u1ea3n \u1ee9ng l\u1ea1i b\u1eb1ng c\u1ea3m x\u00fac t\u01b0\u01a1ng t\u1ef1 ch\u1ec9 khi\u1ebfn t\u00ecnh hu\u1ed1ng leo thang th\u00eam. Nh\u00e2n vi\u00ean c\u1ea7n t\u00e1ch bi\u1ec7t r\u00f5 gi\u1eefa v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i v\u1edbi c\u1ea3m x\u00fac c\u00e1 nh\u00e2n c\u1ee7a b\u1ea3n th\u00e2n, \u0111\u1ec3 kh\u00f4ng xem nh\u1eefng l\u1eddi ph\u00e0n n\u00e0n l\u00e0 c\u00f4ng k\u00edch c\u00e1 nh\u00e2n.<\/p>\n<p style=\"text-align: justify;\">M\u1ed9t s\u1ed1 k\u1ef9 thu\u1eadt h\u1ea1 nhi\u1ec7t t\u00ecnh hu\u1ed1ng c\u0103ng th\u1eb3ng tr\u01b0\u1edbc khi \u0111i v\u00e0o gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1:<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\">Ch\u1ee7 \u0111\u1ed9ng th\u1eeba nh\u1eadn s\u1ef1 b\u1ea5t ti\u1ec7n kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p ph\u1ea3i tr\u01b0\u1edbc khi gi\u1ea3i th\u00edch nguy\u00ean nh\u00e2n,<\/li>\n<li aria-level=\"1\">Gi\u1eef gi\u1ecdng n\u00f3i \u0111\u1ec1u ch\u1eadm r\u00e3i thay v\u00ec t\u0103ng t\u1ed1c \u0111\u1ed9 n\u00f3i theo kh\u00e1ch h\u00e0ng,<\/li>\n<li aria-level=\"1\">D\u00e0nh m\u1ed9t kho\u1ea3ng l\u1eb7ng ng\u1eafn \u0111\u1ec3 kh\u00e1ch h\u00e0ng &#8220;x\u1ea3&#8221; h\u1ebft b\u1ee9c x\u00fac tr\u01b0\u1edbc khi nh\u00e2n vi\u00ean b\u1eaft \u0111\u1ea7u \u0111\u1ec1 xu\u1ea5t h\u01b0\u1edbng gi\u1ea3i quy\u1ebft.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">Ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 ch\u1ea5p nh\u1eadn m\u1ecdi h\u00e0nh vi thi\u1ebfu t\u00f4n tr\u1ecdng t\u1eeb kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u1ea7n c\u00f3 quy \u0111\u1ecbnh r\u00f5 r\u00e0ng v\u1ec1 ranh gi\u1edbi nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c ph\u00e9p t\u1eeb ch\u1ed1i ti\u1ebfp t\u1ee5c h\u1ed7 tr\u1ee3 (v\u00ed d\u1ee5 khi kh\u00e1ch h\u00e0ng c\u00f3 l\u1eddi l\u1ebd x\u00fac ph\u1ea1m nghi\u00eam tr\u1ecdng) v\u00e0 chuy\u1ec3n t\u00ecnh hu\u1ed1ng l\u00ean c\u1ea5p qu\u1ea3n l\u00fd x\u1eed l\u00fd, \u0111\u1ec3 b\u1ea3o v\u1ec7 s\u1ee9c kh\u1ecfe tinh th\u1ea7n c\u1ee7a nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u, \u0111\u1ed3ng th\u1eddi tr\u00e1nh t\u1ea1o ti\u1ec1n l\u1ec7 r\u1eb1ng nh\u00e2n vi\u00ean ph\u1ea3i ch\u1ecbu \u0111\u1ef1ng m\u1ecdi h\u00e0nh vi \u0111\u1ec3 gi\u1eef kh\u00e1ch h\u00e0ng b\u1eb1ng m\u1ecdi gi\u00e1.<\/p>\n<h3 style=\"text-align: justify;\">2.4. K\u1ef9 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1, x\u1eed l\u00fd khi\u1ebfu n\u1ea1i<\/h3>\n<p style=\"text-align: justify;\">X\u1eed l\u00fd khi\u1ebfu n\u1ea1i l\u00e0 t\u00ecnh hu\u1ed1ng th\u1eed th\u00e1ch nh\u1ea5t trong c\u00f4ng vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, v\u00e0 c\u0169ng l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 doanh nghi\u1ec7p bi\u1ebfn m\u1ed9t kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh n\u1ebfu x\u1eed l\u00fd \u0111\u00fang c\u00e1ch. M\u1ed9t quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i c\u01a1 b\u1ea3n, r\u00f5 r\u00e0ng gi\u00fap nh\u00e2n vi\u00ean t\u1ef1 tin h\u01a1n khi \u0111\u1ed1i m\u1eb7t v\u1edbi c\u00e1c t\u00ecnh hu\u1ed1ng n\u00e0y.<\/p>\n<p style=\"text-align: justify;\">Quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i ph\u1ed5 bi\u1ebfn g\u1ed3m b\u1ed1n b\u01b0\u1edbc: ti\u1ebfp nh\u1eadn \u0111\u1ea7y \u0111\u1ee7 th\u00f4ng tin khi\u1ebfu n\u1ea1i t\u1eeb kh\u00e1ch h\u00e0ng, x\u00e1c nh\u1eadn l\u1ea1i v\u1ea5n \u0111\u1ec1 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o hi\u1ec3u \u0111\u00fang, \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p c\u1ee5 th\u1ec3 kh\u1ea3 thi, v\u00e0 theo d\u00f5i sau x\u1eed l\u00fd \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 h\u00e0i l\u00f2ng v\u1edbi h\u01b0\u1edbng gi\u1ea3i quy\u1ebft ch\u1ee9 kh\u00f4ng ch\u1ec9 \u0111\u00f3ng ticket khi\u1ebfu n\u1ea1i cho xong.<\/p>\n<p style=\"text-align: justify;\">Hai nguy\u00ean t\u1eafc c\u1ea7n ghi nh\u1edb khi x\u1eed l\u00fd khi\u1ebfu n\u1ea1i:<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\">Kh\u00f4ng \u0111\u1ed5 l\u1ed7i cho kh\u00e1ch h\u00e0ng d\u00f9 v\u1ea5n \u0111\u1ec1 c\u00f3 th\u1ec3 xu\u1ea5t ph\u00e1t t\u1eeb vi\u1ec7c kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng sai c\u00e1ch, v\u00e0<\/li>\n<li aria-level=\"1\">Lu\u00f4n \u01b0u ti\u00ean \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p kh\u1ea3 thi thay v\u00ec d\u00e0nh th\u1eddi gian bi\u1ec7n minh, gi\u1ea3i th\u00edch d\u00e0i d\u00f2ng l\u00fd do t\u1ea1i sao v\u1ea5n \u0111\u1ec1 x\u1ea3y ra. Kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p v\u1ea5n \u0111\u1ec1 th\u01b0\u1eddng quan t\u00e2m \u0111\u1ebfn c\u00e1ch gi\u1ea3i quy\u1ebft h\u01a1n l\u00e0 nguy\u00ean nh\u00e2n k\u1ef9 thu\u1eadt \u0111\u1eb1ng sau.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">V\u1edbi nh\u1eefng khi\u1ebfu n\u1ea1i ph\u1ee9c t\u1ea1p, v\u01b0\u1ee3t qu\u00e1 th\u1ea9m quy\u1ec1n ho\u1eb7c ki\u1ebfn th\u1ee9c c\u1ee7a nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u, c\u1ea7n c\u00f3 quy tr\u00ecnh chuy\u1ec3n c\u1ea5p r\u00f5 r\u00e0ng &#8211; quy \u0111\u1ecbnh r\u00f5 khi n\u00e0o c\u1ea7n chuy\u1ec3n l\u00ean qu\u1ea3n l\u00fd tr\u1ef1c ti\u1ebfp ho\u1eb7c b\u1ed9 ph\u1eadn chuy\u00ean m\u00f4n, tr\u00e1nh t\u00ecnh tr\u1ea1ng nh\u00e2n vi\u00ean c\u1ed1 x\u1eed l\u00fd v\u01b0\u1ee3t kh\u1ea3 n\u0103ng khi\u1ebfn v\u1ea5n \u0111\u1ec1 k\u00e9o d\u00e0i ho\u1eb7c b\u1ecb gi\u1ea3i quy\u1ebft sai, l\u00e0m kh\u00e1ch h\u00e0ng m\u1ea5t ki\u00ean nh\u1eabn h\u01a1n. Doanh nghi\u1ec7p n\u00ean quy \u0111\u1ecbnh r\u00f5 th\u1eddi gian t\u1ed1i \u0111a x\u1eed l\u00fd m\u1ed7i lo\u1ea1i khi\u1ebfu n\u1ea1i v\u00e0 m\u1ed1c th\u1eddi \u0111i\u1ec3m b\u1eaft bu\u1ed9c ph\u1ea3i chuy\u1ec3n c\u1ea5p n\u1ebfu ch\u01b0a gi\u1ea3i quy\u1ebft xong, thay v\u00ec \u0111\u1ec3 nh\u00e2n vi\u00ean t\u1ef1 quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean c\u1ea3m t\u00ednh.<\/p>\n<h3 style=\"text-align: justify;\">2.5. K\u1ef9 n\u0103ng \u0111\u00e0m ph\u00e1n, thuy\u1ebft ph\u1ee5c<\/h3>\n<p style=\"text-align: justify;\">K\u1ef9 n\u0103ng \u0111\u00e0m ph\u00e1n trong ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00e1c v\u1edbi \u0111\u00e0m ph\u00e1n b\u00e1n h\u00e0ng &#8211; m\u1ee5c ti\u00eau kh\u00f4ng ph\u1ea3i &#8220;th\u1eafng&#8221; kh\u00e1ch h\u00e0ng m\u00e0 l\u00e0 t\u00ecm ra \u0111i\u1ec3m c\u00e2n b\u1eb1ng gi\u1eefa y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 ch\u00ednh s\u00e1ch, kh\u1ea3 n\u0103ng th\u1ef1c t\u1ebf c\u1ee7a doanh nghi\u1ec7p. T\u00ecnh hu\u1ed1ng ph\u1ed5 bi\u1ebfn nh\u1ea5t l\u00e0 khi kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u \u0111i\u1ec1u g\u00ec \u0111\u00f3 n\u1eb1m ngo\u00e0i ch\u00ednh s\u00e1ch \u0111\u00e3 quy \u0111\u1ecbnh, v\u00ed d\u1ee5 y\u00eau c\u1ea7u ho\u00e0n ti\u1ec1n cho s\u1ea3n ph\u1ea9m \u0111\u00e3 qu\u00e1 th\u1eddi h\u1ea1n \u0111\u1ed5i tr\u1ea3.<\/p>\n<p style=\"text-align: justify;\">Thay v\u00ec t\u1eeb ch\u1ed1i th\u1eb3ng th\u1eebng khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y kh\u00f4ng \u0111\u01b0\u1ee3c l\u1eafng nghe, nh\u00e2n vi\u00ean c\u1ea7n k\u1ef9 n\u0103ng \u0111\u01b0a ra ph\u01b0\u01a1ng \u00e1n thay th\u1ebf h\u1ee3p l\u00fd &#8211; v\u00ed d\u1ee5 \u0111\u1ed5i sang h\u00ecnh th\u1ee9c b\u1ea3o h\u00e0nh, t\u1eb7ng voucher cho l\u1ea7n mua ti\u1ebfp theo, ho\u1eb7c gia h\u1ea1n th\u00eam m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u00f3 \u0111i\u1ec1u ki\u1ec7n. C\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c ghi nh\u1eadn v\u00e0 c\u00f3 h\u01b0\u1edbng gi\u1ea3i quy\u1ebft, d\u00f9 kh\u00f4ng ho\u00e0n to\u00e0n theo \u0111\u00fang y\u00eau c\u1ea7u ban \u0111\u1ea7u.<\/p>\n<p style=\"text-align: justify;\">K\u1ef9 n\u0103ng \u0111\u00e0m ph\u00e1n t\u1ed1t c\u0169ng \u0111\u00f2i h\u1ecfi nh\u00e2n vi\u00ean hi\u1ec3u r\u00f5 gi\u1edbi h\u1ea1n th\u1ea9m quy\u1ec1n c\u1ee7a m\u00ecnh &#8211; \u0111\u01b0\u1ee3c ph\u00e9p linh ho\u1ea1t \u0111\u1ebfn \u0111\u00e2u, tr\u01b0\u1eddng h\u1ee3p n\u00e0o c\u1ea7n xin \u00fd ki\u1ebfn qu\u1ea3n l\u00fd tr\u01b0\u1edbc khi cam k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng. Nh\u00e2n vi\u00ean t\u1ef1 \u00fd h\u1ee9a h\u1eb9n v\u01b0\u1ee3t qu\u00e1 th\u1ea9m quy\u1ec1n c\u00f3 th\u1ec3 t\u1ea1o ra v\u1ea5n \u0111\u1ec1 l\u1edbn h\u01a1n khi doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 th\u1ef1c hi\u1ec7n \u0111\u00fang cam k\u1ebft \u0111\u00f3 sau n\u00e0y.<\/p>\n<p style=\"text-align: justify;\">Vi\u1ec7c luy\u1ec7n t\u1eadp c\u00e1c t\u00ecnh hu\u1ed1ng \u0111\u00e0m ph\u00e1n th\u01b0\u1eddng g\u1eb7p th\u00f4ng qua \u0111\u00f3ng vai (role-play) trong qu\u00e1 tr\u00ecnh \u0111\u00e0o t\u1ea1o gi\u00fap nh\u00e2n vi\u00ean ph\u1ea3n x\u1ea1 t\u1ef1 nhi\u00ean h\u01a1n khi g\u1eb7p t\u00ecnh hu\u1ed1ng th\u1ef1c t\u1ebf, thay v\u00ec l\u00fang t\u00fang ho\u1eb7c nh\u01b0\u1ee3ng b\u1ed9 qu\u00e1 m\u1ee9c ch\u1ec9 \u0111\u1ec3 k\u1ebft th\u00fac nhanh cu\u1ed9c tr\u00f2 chuy\u1ec7n kh\u00f3 ch\u1ecbu v\u1edbi kh\u00e1ch h\u00e0ng &#8211; vi\u1ec7c nh\u01b0\u1ee3ng b\u1ed9 qu\u00e1 d\u1ec5 d\u00e0ng, kh\u00f4ng nh\u1ea5t qu\u00e1n gi\u1eefa c\u00e1c nh\u00e2n vi\u00ean c\u00f2n c\u00f3 th\u1ec3 t\u1ea1o ti\u1ec1n l\u1ec7 x\u1ea5u, khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00e1c k\u1ef3 v\u1ecdng \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed t\u01b0\u01a1ng t\u1ef1 d\u00f9 kh\u00f4ng thu\u1ed9c di\u1ec7n ngo\u1ea1i l\u1ec7.<\/p>\n<h3 style=\"text-align: justify;\">2.6. S\u1ef1 ki\u00ean nh\u1eabn v\u00e0 kh\u1ea3 n\u0103ng ch\u1ecbu \u00e1p l\u1ef1c<\/h3>\n<p style=\"text-align: justify;\">\u0110\u1eb7c th\u00f9 c\u00f4ng vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 th\u01b0\u1eddng xuy\u00ean ti\u1ebfp x\u00fac v\u1edbi khi\u1ebfu n\u1ea1i, c\u00e2u h\u1ecfi l\u1eb7p \u0111i l\u1eb7p l\u1ea1i v\u00e0 \u00e1p l\u1ef1c v\u1ec1 th\u1eddi gian ph\u1ea3n h\u1ed3i &#8211; nhi\u1ec1u doanh nghi\u1ec7p \u0111\u1eb7t ch\u1ec9 ti\u00eau th\u1eddi gian ph\u1ea3n h\u1ed3i c\u1ee5 th\u1ec3 (v\u00ed d\u1ee5 tr\u1ea3 l\u1eddi trong v\u00f2ng v\u00e0i ph\u00fat v\u1edbi k\u00eanh chat), t\u1ea1o th\u00eam \u00e1p l\u1ef1c cho nh\u00e2n vi\u00ean b\u00ean c\u1ea1nh vi\u1ec7c ph\u1ea3i gi\u1eef ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5.<\/p>\n<p style=\"text-align: justify;\">Ki\u00ean nh\u1eabn gi\u00fap nh\u00e2n vi\u00ean duy tr\u00ec ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 \u1ed5n \u0111\u1ecbnh d\u00f9 ph\u1ea3i gi\u1ea3i th\u00edch c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1 nhi\u1ec1u l\u1ea7n trong ng\u00e0y cho c\u00e1c kh\u00e1ch h\u00e0ng kh\u00e1c nhau, ho\u1eb7c ph\u1ea3i h\u01b0\u1edbng d\u1eabn l\u1ea1i m\u1ed9t kh\u00e1ch h\u00e0ng ch\u01b0a hi\u1ec3u r\u00f5 d\u00f9 \u0111\u00e3 gi\u1ea3i th\u00edch m\u1ed9t l\u1ea7n. Thi\u1ebfu ki\u00ean nh\u1eabn d\u1ec5 khi\u1ebfn nh\u00e2n vi\u00ean t\u1ecf ra kh\u00f3 ch\u1ecbu, \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111ang t\u01b0\u01a1ng t\u00e1c.<\/p>\n<p style=\"text-align: justify;\">Kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c cao, \u00e1p l\u1ef1c li\u00ean t\u1ee5c c\u0169ng l\u00e0 nguy\u00ean nh\u00e2n ph\u1ed5 bi\u1ebfn d\u1eabn \u0111\u1ebfn t\u00ecnh tr\u1ea1ng ki\u1ec7t s\u1ee9c (burnout) \u1edf v\u1ecb tr\u00ed ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng &#8211; \u0111\u00e2y l\u00e0 v\u1ea5n \u0111\u1ec1 doanh nghi\u1ec7p c\u1ea7n ch\u1ee7 \u0111\u1ed9ng qu\u1ea3n l\u00fd th\u00f4ng qua vi\u1ec7c ph\u00e2n b\u1ed5 kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c h\u1ee3p l\u00fd, lu\u00e2n phi\u00ean gi\u1eefa c\u00e1c lo\u1ea1i t\u01b0\u01a1ng t\u00e1c kh\u00f3 v\u00e0 d\u1ec5, thay v\u00ec ch\u1ec9 y\u00eau c\u1ea7u nh\u00e2n vi\u00ean t\u1ef1 r\u00e8n &#8220;ki\u00ean nh\u1eabn&#8221; m\u00e0 kh\u00f4ng c\u00f3 s\u1ef1 h\u1ed7 tr\u1ee3 n\u00e0o t\u1eeb t\u1ed5 ch\u1ee9c.<\/p>\n<p style=\"text-align: justify;\">X\u00e2y d\u1ef1ng kh\u1ea3 n\u0103ng ch\u1ecbu \u00e1p l\u1ef1c b\u1ec1n v\u1eefng \u0111\u00f2i h\u1ecfi s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa r\u00e8n luy\u1ec7n k\u1ef9 n\u0103ng c\u00e1 nh\u00e2n v\u00e0 ch\u00ednh s\u00e1ch h\u1ed7 tr\u1ee3 t\u1eeb doanh nghi\u1ec7p: th\u1eddi gian ngh\u1ec9 ng\u01a1i h\u1ee3p l\u00fd gi\u1eefa c\u00e1c ca l\u00e0m vi\u1ec7c c\u0103ng th\u1eb3ng, kh\u00f4ng gian \u0111\u1ec3 nh\u00e2n vi\u00ean &#8220;x\u1ea3&#8221; c\u1ea3m x\u00fac sau nh\u1eefng cu\u1ed9c g\u1ecdi kh\u00f3, v\u00e0 v\u0103n h\u00f3a c\u00f4ng nh\u1eadn thay v\u00ec ch\u1ec9 t\u1eadp trung v\u00e0o c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t kh\u00f4 khan nh\u01b0 s\u1ed1 l\u01b0\u1ee3ng ticket x\u1eed l\u00fd m\u1ed7i ng\u00e0y hay th\u1eddi gian ph\u1ea3n h\u1ed3i trung b\u00ecnh.<\/p>\n<h3 style=\"text-align: justify;\">2.7. K\u1ef9 n\u0103ng s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 h\u1ed7 tr\u1ee3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/h3>\n<p style=\"text-align: justify;\">Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i kh\u00f4ng th\u1ec3 t\u00e1ch r\u1eddi kh\u1ecfi c\u00e1c c\u00f4ng c\u1ee5 c\u00f4ng ngh\u1ec7 h\u1ed7 tr\u1ee3, \u0111\u1eb7c bi\u1ec7t l\u00e0 c\u00e1c n\u1ec1n t\u1ea3ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) nh\u01b0 Salesforce, HubSpot hay Zoho CRM &#8211; n\u01a1i l\u01b0u tr\u1eef l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c, th\u00f4ng tin v\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc \u0111\u00f3 c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng.<\/p>\n<p style=\"text-align: justify;\">Nh\u00e2n vi\u00ean th\u00e0nh th\u1ea1o c\u00f4ng c\u1ee5 CRM c\u00f3 th\u1ec3 tra c\u1ee9u nhanh l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u cu\u1ed9c tr\u00f2 chuy\u1ec7n, tr\u00e1nh t\u00ecnh tr\u1ea1ng kh\u00e1ch h\u00e0ng ph\u1ea3i l\u1eb7p l\u1ea1i th\u00f4ng tin \u0111\u00e3 cung c\u1ea5p tr\u01b0\u1edbc \u0111\u00f3 &#8211; m\u1ed9t trong nh\u1eefng tr\u1ea3i nghi\u1ec7m g\u00e2y kh\u00f3 ch\u1ecbu ph\u1ed5 bi\u1ebfn nh\u1ea5t khi li\u00ean h\u1ec7 b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a nhi\u1ec1u doanh nghi\u1ec7p.<\/p>\n<p style=\"text-align: justify;\">Ghi ch\u00fa x\u1eed l\u00fd nhanh, ch\u00ednh x\u00e1c trong h\u1ec7 th\u1ed1ng sau m\u1ed7i l\u1ea7n t\u01b0\u01a1ng t\u00e1c c\u0169ng l\u00e0 k\u1ef9 n\u0103ng quan tr\u1ecdng kh\u00f4ng k\u00e9m vi\u1ec7c s\u1eed d\u1ee5ng th\u00e0nh th\u1ea1o giao di\u1ec7n ph\u1ea7n m\u1ec1m &#8211; ghi ch\u00fa \u0111\u1ea7y \u0111\u1ee7 gi\u00fap \u0111\u1ed3ng nghi\u1ec7p kh\u00e1c ho\u1eb7c ch\u00ednh nh\u00e2n vi\u00ean \u0111\u00f3 \u1edf l\u1ea7n t\u01b0\u01a1ng t\u00e1c sau n\u1eafm \u0111\u01b0\u1ee3c b\u1ed1i c\u1ea3nh nhanh ch\u00f3ng, \u0111\u1ed3ng th\u1eddi h\u1ed7 tr\u1ee3 ph\u1ed1i h\u1ee3p x\u1eed l\u00fd gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn khi v\u1ea5n \u0111\u1ec1 c\u1ea7n chuy\u1ec3n giao.<\/p>\n<p style=\"text-align: justify;\">Ngo\u00e0i CRM, nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7n nay c\u00f2n c\u1ea7n l\u00e0m quen v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1c nh\u01b0 h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i, ph\u1ea7n m\u1ec1m chat tr\u1ef1c tuy\u1ebfn, c\u01a1 s\u1edf d\u1eef li\u1ec7u c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p n\u1ed9i b\u1ed9 &#8211; kh\u1ea3 n\u0103ng thao t\u00e1c th\u00e0nh th\u1ea1o, linh ho\u1ea1t gi\u1eefa nhi\u1ec1u c\u00f4ng c\u1ee5 gi\u00fap r\u00fat ng\u1eafn th\u1eddi gian x\u1eed l\u00fd m\u1ed7i y\u00eau c\u1ea7u, thay v\u00ec m\u1ea5t th\u1eddi gian loay hoay v\u1edbi giao di\u1ec7n ph\u1ea7n m\u1ec1m trong khi kh\u00e1ch h\u00e0ng \u0111ang ch\u1edd.<\/p>\n<p style=\"text-align: justify;\">Ngo\u00e0i 7 k\u1ef9 n\u0103ng tr\u1ecdng t\u00e2m n\u00eau tr\u00ean, nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f2n c\u1ea7n r\u00e8n th\u00eam m\u1ed9t s\u1ed1 k\u1ef9 n\u0103ng b\u1ed5 tr\u1ee3: kh\u1ea3 n\u0103ng quan s\u00e1t v\u00e0 n\u1eafm b\u1eaft t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng, k\u1ef9 n\u0103ng l\u00e0m vi\u1ec7c nh\u00f3m, qu\u1ea3n l\u00fd th\u1eddi gian, th\u00edch \u1ee9ng linh ho\u1ea1t v\u1edbi t\u00ecnh hu\u1ed1ng, s\u1ef1 trung th\u1ef1c &#8211; tinh th\u1ea7n tr\u00e1ch nhi\u1ec7m, kh\u1ea3 n\u0103ng t\u1ef1 h\u1ecdc h\u1ecfi. \u0110\u00e2y l\u00e0 nh\u1eefng k\u1ef9 n\u0103ng n\u00ean \u0111\u01b0\u1ee3c l\u1ed3ng gh\u00e9p trong qu\u00e1 tr\u00ecnh \u0111\u00e0o t\u1ea1o v\u00e0 k\u00e8m c\u1eb7p th\u1ef1c t\u1ebf, thay v\u00ec t\u1ed5 ch\u1ee9c th\u00e0nh c\u00e1c bu\u1ed5i \u0111\u00e0o t\u1ea1o ri\u00eang bi\u1ec7t.<\/p>\n<h2 style=\"text-align: justify;\">3. V\u00ec sao doanh nghi\u1ec7p c\u1ea7n \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n k\u1ef9 n\u0103ng CSKH, kh\u00f4ng ch\u1ec9 d\u1ef1a v\u00e0o kinh nghi\u1ec7m?<\/h2>\n<p style=\"text-align: justify;\">Nhi\u1ec1u doanh nghi\u1ec7p v\u1eabn \u0111\u1ec3 nh\u00e2n vi\u00ean t\u1ef1 t\u00edch l\u0169y k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng qua kinh nghi\u1ec7m th\u1ef1c t\u1ebf, kh\u00f4ng c\u00f3 khung n\u0103ng l\u1ef1c r\u00f5 r\u00e0ng \u0111\u1ec3 tham chi\u1ebfu. C\u00e1ch l\u00e0m n\u00e0y d\u1eabn \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 kh\u00f4ng \u0111\u1ed3ng \u0111\u1ec1u gi\u1eefa c\u00e1c nh\u00e2n vi\u00ean, v\u00e0 nh\u00e2n vi\u00ean m\u1edbi th\u01b0\u1eddng m\u1ea5t nhi\u1ec1u th\u1eddi gian m\u1edbi \u0111\u1ea1t \u0111\u01b0\u1ee3c chu\u1ea9n n\u0103ng l\u1ef1c nh\u01b0 \u0111\u1ed3ng nghi\u1ec7p l\u00e2u n\u0103m.<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\">\u0110\u00e0o t\u1ea1o b\u00e0i b\u1ea3n c\u1ea7n d\u1ef1a tr\u00ean m\u1ed9t khung n\u0103ng l\u1ef1c r\u00f5 r\u00e0ng, ph\u00e2n theo c\u1ea5p \u0111\u1ed9 t\u1eeb m\u1edbi &#8211; th\u00e0nh th\u1ea1o &#8211; chuy\u00ean s\u00e2u, \u0111\u1ec3 m\u1ed7i nh\u00e2n vi\u00ean bi\u1ebft r\u00f5 m\u00ecnh \u0111ang \u1edf \u0111\u00e2u v\u00e0 c\u1ea7n ph\u00e1t tri\u1ec3n th\u00eam k\u1ef9 n\u0103ng n\u00e0o \u0111\u1ec3 l\u00ean c\u1ea5p \u0111\u1ed9 ti\u1ebfp theo. Khung n\u0103ng l\u1ef1c n\u00e0y c\u0169ng l\u00e0 c\u01a1 s\u1edf kh\u00e1ch quan \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t, thay v\u00ec ch\u1ec9 d\u1ef1a tr\u00ean c\u1ea3m nh\u1eadn ch\u1ee7 quan c\u1ee7a qu\u1ea3n l\u00fd tr\u1ef1c ti\u1ebfp.<\/li>\n<li aria-level=\"1\">V\u1ec1 ph\u01b0\u01a1ng ph\u00e1p \u0111\u00e0o t\u1ea1o, c\u00e1c h\u00ecnh th\u1ee9c th\u1ef1c h\u00e0nh th\u01b0\u1eddng mang l\u1ea1i hi\u1ec7u qu\u1ea3 cao h\u01a1n l\u00fd thuy\u1ebft \u0111\u01a1n thu\u1ea7n: \u0111\u00f3ng vai t\u00ecnh hu\u1ed1ng (role-play) \u0111\u1ec3 nh\u00e2n vi\u00ean th\u1ef1c h\u00e0nh ph\u1ea3n x\u1ea1 tr\u01b0\u1edbc c\u00e1c t\u00ecnh hu\u1ed1ng th\u01b0\u1eddng g\u1eb7p, h\u1ecdc t\u1eeb t\u00ecnh hu\u1ed1ng th\u1ef1c t\u1ebf (case study) d\u1ef1a tr\u00ean c\u00e1c tr\u01b0\u1eddng h\u1ee3p \u0111\u00e3 x\u1ea3y ra t\u1ea1i doanh nghi\u1ec7p, v\u00e0 k\u00e8m c\u1eb7p tr\u1ef1c ti\u1ebfp (on-the-job coaching) khi nh\u00e2n vi\u00ean m\u1edbi b\u1eaft \u0111\u1ea7u ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng th\u1eadt.<\/li>\n<li aria-level=\"1\">M\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng kh\u00e1c th\u01b0\u1eddng b\u1ecb b\u1ecf s\u00f3t l\u00e0 c\u00f4ng c\u1ee5 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 \u0111\u00e0o t\u1ea1o. Nhi\u1ec1u doanh nghi\u1ec7p t\u1ed5 ch\u1ee9c \u0111\u00e0o t\u1ea1o xong r\u1ed3i kh\u00f4ng c\u00f3 c\u00e1ch n\u00e0o x\u00e1c nh\u1eadn nh\u00e2n vi\u00ean c\u00f3 th\u1ef1c s\u1ef1 ti\u1ebfp thu, \u00e1p d\u1ee5ng \u0111\u01b0\u1ee3c v\u00e0o c\u00f4ng vi\u1ec7c hay kh\u00f4ng. Vi\u1ec7c thi\u1ebfu \u0111\u00e1nh gi\u00e1 sau \u0111\u00e0o t\u1ea1o khi\u1ebfn doanh nghi\u1ec7p kh\u00f3 bi\u1ebft \u0111\u01b0\u1ee3c k\u1ef9 n\u0103ng n\u00e0o c\u1ea7n \u0111\u00e0o t\u1ea1o l\u1ea1i, k\u1ef9 n\u0103ng n\u00e0o nh\u00e2n vi\u00ean \u0111\u00e3 n\u1eafm v\u1eefng, d\u1eabn \u0111\u1ebfn l\u00e3ng ph\u00ed ngu\u1ed3n l\u1ef1c \u0111\u00e0o t\u1ea1o cho nh\u1eefng n\u1ed9i dung kh\u00f4ng th\u1ef1c s\u1ef1 c\u1ea7n thi\u1ebft.<\/li>\n<li aria-level=\"1\">Ngo\u00e0i ra, \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n c\u00f2n c\u1ea7n \u0111\u01b0\u1ee3c l\u1eb7p l\u1ea1i \u0111\u1ecbnh k\u1ef3, kh\u00f4ng ch\u1ec9 t\u1ed5 ch\u1ee9c m\u1ed9t l\u1ea7n khi nh\u00e2n vi\u00ean m\u1edbi v\u00e0o l\u00e0m. S\u1ea3n ph\u1ea9m, ch\u00ednh s\u00e1ch v\u00e0 t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean thay \u0111\u1ed5i, n\u00ean c\u00e1c k\u1ef9 n\u0103ng \u0111\u00e3 \u0111\u00e0o t\u1ea1o c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt, \u00f4n luy\u1ec7n l\u1ea1i theo chu k\u1ef3 \u0111\u1ec3 kh\u00f4ng b\u1ecb mai m\u1ed9t ho\u1eb7c l\u1ea1c h\u1eadu so v\u1edbi th\u1ef1c t\u1ebf c\u00f4ng vi\u1ec7c hi\u1ec7n t\u1ea1i. V\u1eady l\u00e0m sao \u0111\u1ec3 tri\u1ec3n khai \u0111\u00e0o t\u1ea1o c\u00e1c k\u1ef9 n\u0103ng n\u00e0y \u0111\u1ed3ng b\u1ed9 cho c\u1ea3 \u0111\u1ed9i ng\u0169, \u0111\u1eb7c bi\u1ec7t khi quy m\u00f4 nh\u00e2n s\u1ef1 l\u1edbn?<\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\">4. Vai tr\u00f2 c\u1ee7a ph\u1ea7n m\u1ec1m \u0111\u00e0o t\u1ea1o tr\u1ef1c tuy\u1ebfn trong x\u00e2y d\u1ef1ng k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/h2>\n<p style=\"text-align: justify;\">V\u1edbi \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ho\u1eb7c kinh doanh quy m\u00f4 l\u1edbn, ph\u00e2n t\u00e1n \u1edf nhi\u1ec1u \u0111\u1ecba \u0111i\u1ec3m, vi\u1ec7c t\u1ed5 ch\u1ee9c \u0111\u00e0o t\u1ea1o t\u1eadp trung m\u1ed9t l\u1ea7n r\u1ea5t kh\u00f3 \u0111\u1ea3m b\u1ea3o m\u1ecdi ng\u01b0\u1eddi \u0111\u1ea1t c\u00f9ng m\u1ed9t chu\u1ea9n k\u1ef9 n\u0103ng, \u0111\u1ed3ng th\u1eddi kh\u00f3 theo d\u00f5i \u0111\u01b0\u1ee3c ai \u0111\u00e3 ho\u00e0n th\u00e0nh \u0111\u00e0o t\u1ea1o, ai c\u00f2n y\u1ebfu \u1edf k\u1ef9 n\u0103ng c\u1ee5 th\u1ec3 n\u00e0o trong s\u1ed1 7 k\u1ef9 n\u0103ng \u0111\u00e3 n\u00eau \u1edf tr\u00ean. Vi\u1ec7c \u0111\u00e0o t\u1ea1o l\u1ea1i \u0111\u1ecbnh k\u1ef3 theo c\u00e1ch th\u1ee7 c\u00f4ng &#8211; t\u1eadp h\u1ee3p nh\u00e2n s\u1ef1, thu\u00ea gi\u1ea3ng vi\u00ean, thu\u00ea \u0111\u1ecba \u0111i\u1ec3m &#8211; c\u0169ng t\u1ed1n k\u00e9m v\u1ec1 th\u1eddi gian v\u00e0 chi ph\u00ed h\u01a1n nhi\u1ec1u so v\u1edbi vi\u1ec7c c\u00f3 s\u1eb5n m\u1ed9t h\u1ec7 th\u1ed1ng \u0111\u00e0o t\u1ea1o tr\u1ef1c tuy\u1ebfn c\u00f3 th\u1ec3 t\u00e1i s\u1eed d\u1ee5ng li\u00ean t\u1ee5c.<\/p>\n<p style=\"text-align: justify;\">Ph\u1ea7n m\u1ec1m \u0111\u00e0o t\u1ea1o tr\u1ef1c tuy\u1ebfn E-Learning gi\u00fap gi\u1ea3i quy\u1ebft nh\u1eefng h\u1ea1n ch\u1ebf n\u00e0y b\u1eb1ng c\u00e1ch:<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\">Chu\u1ea9n h\u00f3a n\u1ed9i dung \u0111\u00e0o t\u1ea1o theo khung n\u0103ng l\u1ef1c \u0111\u00e3 x\u00e2y d\u1ef1ng (v\u00ed d\u1ee5 7 k\u1ef9 n\u0103ng n\u00f3i tr\u00ean) th\u00e0nh c\u00e1c kh\u00f3a h\u1ecdc c\u1ee5 th\u1ec3, c\u00f3 c\u1ea5u tr\u00fac r\u00f5 r\u00e0ng theo t\u1eebng c\u1ea5p \u0111\u1ed9<\/li>\n<li aria-level=\"1\">Cho ph\u00e9p nh\u00e2n vi\u00ean m\u1edbi h\u1ecdc l\u1ea1i nhi\u1ec1u l\u1ea7n theo t\u1ed1c \u0111\u1ed9 ti\u1ebfp thu ri\u00eang, kh\u00f4ng b\u1ecb gi\u1edbi h\u1ea1n b\u1edfi l\u1ecbch \u0111\u00e0o t\u1ea1o t\u1eadp trung c\u1ed1 \u0111\u1ecbnh<\/li>\n<li aria-level=\"1\">Gi\u00fap qu\u1ea3n l\u00fd theo d\u00f5i \u0111\u01b0\u1ee3c ti\u1ebfn \u0111\u1ed9 v\u00e0 k\u1ebft qu\u1ea3 b\u00e0i ki\u1ec3m tra c\u1ee7a t\u1eebng ng\u01b0\u1eddi, bi\u1ebft ch\u00ednh x\u00e1c ai c\u1ea7n \u0111\u00e0o t\u1ea1o b\u1ed5 sung \u1edf k\u1ef9 n\u0103ng n\u00e0o<\/li>\n<li aria-level=\"1\">T\u1ea1o \u0111i\u1ec1u ki\u1ec7n x\u00e2y d\u1ef1ng th\u01b0 vi\u1ec7n t\u00ecnh hu\u1ed1ng, k\u1ecbch b\u1ea3n x\u1eed l\u00fd m\u1eabu \u0111\u1ec3 nh\u00e2n vi\u00ean tham kh\u1ea3o b\u1ea5t c\u1ee9 l\u00fac n\u00e0o c\u1ea7n, kh\u00f4ng ph\u1ea3i ch\u1edd h\u1ecfi l\u1ea1i \u0111\u1ed3ng nghi\u1ec7p ho\u1eb7c qu\u1ea3n l\u00fd<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><a href=\"https:\/\/lacviet.vn\/lac-viet-e-learning-dao-tao-doanh-nghiep\/\">L\u1ea1c Vi\u1ec7t E-Learning<\/a> l\u00e0 m\u1ed9t gi\u1ea3i ph\u00e1p thu\u1ed9c nh\u00f3m ph\u1ea7n m\u1ec1m \u0111\u00e0o t\u1ea1o tr\u1ef1c tuy\u1ebfn n\u00e0y, h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng kh\u00f3a h\u1ecdc, l\u1ed9 tr\u00ecnh \u0111\u00e0o t\u1ea1o k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng theo khung n\u0103ng l\u1ef1c ri\u00eang c\u1ee7a doanh nghi\u1ec7p, \u0111\u1ed3ng th\u1eddi theo d\u00f5i ti\u1ebfn \u0111\u1ed9 h\u1ecdc t\u1eadp v\u00e0 k\u1ebft qu\u1ea3 \u0111\u00e1nh gi\u00e1 sau \u0111\u00e0o t\u1ea1o c\u1ee7a t\u1eebng nh\u00e2n vi\u00ean. \u0110\u00e2y l\u00e0 m\u1ed9t h\u01b0\u1edbng tham kh\u1ea3o ph\u00f9 h\u1ee3p v\u1edbi doanh nghi\u1ec7p \u0111ang mu\u1ed1n chu\u1ea9n h\u00f3a, \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 \u0111\u00e0o t\u1ea1o k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho \u0111\u1ed9i ng\u0169 quy m\u00f4 l\u1edbn.<\/p>\n<p style=\"text-align: center;\">\t\t<div data-elementor-type=\"container\" data-elementor-id=\"49049\" class=\"elementor elementor-49049\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5e32b14 e-flex e-con-boxed e-con e-parent\" data-id=\"5e32b14\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d311776 elementor-widget elementor-widget-text-editor\" data-id=\"d311776\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong style=\"color: #cf2e2e; font-size: 130%; text-align: center;\">L\u1ea0C VI\u1ec6T E-LEARNING &#8211; GI\u1ea2I PH\u00c1P \u0110\u00c0O T\u1ea0O NH\u00c2N S\u1ef0 N\u1ed8I B\u1ed8 DOANH NGHI\u1ec6P \u0110O L\u01af\u1edcNG HI\u1ec6U QU\u1ea2<\/strong><\/p><p style=\"text-align: justify;\"><strong>L\u1ea1c Vi\u1ec7t E-learning<\/strong> l\u00e0 l\u1ef1a ch\u1ecdn tin c\u1eady c\u1ee7a nhi\u1ec1u t\u1eadp \u0111o\u00e0n l\u1edbn nh\u01b0 FrieslandCampina, PV GAS, Shinhan Bank\u2026 v\u1edbi h\u01a1n 100.000 ng\u01b0\u1eddi d\u00f9ng tr\u00ean to\u00e0n h\u1ec7 th\u1ed1ng.<\/p><p style=\"text-align: justify;\" data-start=\"393\" data-end=\"691\">L\u1ea1c Vi\u1ec7t E-Learning kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng \u0111\u00e0o t\u1ea1o tr\u1ef1c tuy\u1ebfn, m\u00e0 l\u00e0 n\u1ec1n t\u1ea3ng gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng n\u0103ng l\u1ef1c con ng\u01b0\u1eddi m\u1ed9t c\u00e1ch b\u1ec1n v\u1eefng. Gi\u1ea3i ph\u00e1p \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 gi\u1ea3i quy\u1ebft tr\u1ecdn v\u1eb9n b\u00e0i to\u00e1n: <strong><em data-start=\"602\" data-end=\"655\">\u0111\u00e0o t\u1ea1o \u2013 \u0111o l\u01b0\u1eddng \u2013 ph\u00e1t tri\u1ec3n \u2013 gi\u1eef ch\u00e2n nh\u00e2n t\u00e0i<\/em><\/strong> trong m\u00f4i tr\u01b0\u1eddng l\u00e0m vi\u1ec7c hi\u1ec7n \u0111\u1ea1i.<\/p><ul><li style=\"text-align: justify;\" data-start=\"693\" data-end=\"1054\">\u0110i\u1ec3m kh\u00e1c bi\u1ec7t c\u1ee7a L\u1ea1c Vi\u1ec7t E-Learning n\u1eb1m \u1edf kh\u1ea3 n\u0103ng k\u1ebft h\u1ee3p linh ho\u1ea1t gi\u1eefa c\u00f4ng ngh\u1ec7, tr\u1ea3i nghi\u1ec7m h\u1ecdc t\u1eadp v\u00e0 qu\u1ea3n tr\u1ecb \u0111\u00e0o t\u1ea1o. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 tri\u1ec3n khai theo m\u00f4 h\u00ecnh SaaS ho\u1eb7c on-premise, d\u1ec5 d\u00e0ng t\u00edch h\u1ee3p v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng hi\u1ec7n c\u00f3<\/li><li style=\"text-align: justify;\" data-start=\"693\" data-end=\"1054\">Tu\u00e2n th\u1ee7 c\u00e1c chu\u1ea9n qu\u1ed1c t\u1ebf nh\u01b0 SCORM, OpenBadges, \u0111\u1ea3m b\u1ea3o t\u00ednh chu\u1ea9n h\u00f3a v\u00e0 kh\u1ea3 n\u0103ng m\u1edf r\u1ed9ng l\u00e2u d\u00e0i.<\/li><li style=\"text-align: justify;\" data-start=\"1056\" data-end=\"1471\">Kh\u00f4ng d\u1eebng \u1edf vi\u1ec7c \u201c\u0111\u01b0a t\u00e0i li\u1ec7u l\u00ean h\u1ec7 th\u1ed1ng\u201d, L\u1ea1c Vi\u1ec7t E-Learning t\u1ea1o ra m\u00f4i tr\u01b0\u1eddng h\u1ecdc t\u1eadp \u0111a ph\u01b0\u01a1ng th\u1ee9c: l\u1edbp h\u1ecdc online, h\u1ecdc li\u1ec7u \u0111a ph\u01b0\u01a1ng ti\u1ec7n, di\u1ec5n \u0111\u00e0n \u2013 wiki trao \u0111\u1ed5i ki\u1ebfn th\u1ee9c, thi \u2013 \u0111\u00e1nh gi\u00e1 \u2013 c\u1ea5p ch\u1ee9ng ch\u1ec9 t\u1ef1 \u0111\u1ed9ng.<\/li><li style=\"text-align: justify;\" data-start=\"1056\" data-end=\"1471\">To\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh h\u1ecdc t\u1eadp c\u1ee7a nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c theo d\u00f5i, ph\u00e2n t\u00edch b\u00e1o c\u00e1o theo th\u1eddi gian th\u1ef1c, gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 ch\u00ednh x\u00e1c hi\u1ec7u qu\u1ea3 \u0111\u00e0o t\u1ea1o v\u00e0 m\u1ee9c \u0111\u1ed9 ph\u00e1t tri\u1ec3n n\u0103ng l\u1ef1c.<\/li><li style=\"text-align: justify;\" data-start=\"1473\" data-end=\"1762\">Giao di\u1ec7n hi\u1ec7n \u0111\u1ea1i, b\u1ea3o m\u1eadt cao, t\u1ef1 \u0111\u1ed9ng h\u00f3a s\u00e2u, kh\u1ea3 n\u0103ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u00e0o t\u1ea1o gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u chi ph\u00ed \u0111\u00e0o t\u1ea1o, n\u00e2ng cao n\u0103ng su\u1ea5t l\u00e0m vi\u1ec7c, gia t\u0103ng s\u1ef1 g\u1eafn k\u1ebft c\u1ee7a nh\u00e2n vi\u00ean.<\/li><\/ul><div style=\"text-align: justify;\"><p data-start=\"146\" data-end=\"586\"><em><strong data-start=\"146\" data-end=\"219\"><a id=\"tuvan\"><\/a>S\u1eb5n s\u00e0ng n\u00e2ng t\u1ea7m hi\u1ec7u qu\u1ea3 \u0111\u00e0o t\u1ea1o n\u1ed9i b\u1ed9 trong doanh nghi\u1ec7p c\u1ee7a b\u1ea1n? <img decoding=\"async\" class=\"emoji\" role=\"img\" draggable=\"false\" src=\"https:\/\/s.w.org\/images\/core\/emoji\/17.0.2\/svg\/1f449.svg\" alt=\"\ud83d\udc49\" \/> Li\u00ean h\u1ec7 L\u1ea1c Vi\u1ec7t ngay h\u00f4m nay \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n m\u00f4 h\u00ecnh tri\u1ec3n khai E-Learning ph\u00f9 h\u1ee3p v\u1edbi quy m\u00f4, ng\u00e0nh ngh\u1ec1 v\u00e0 m\u1ee5c ti\u00eau ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p.<\/strong><\/em><\/p><p data-start=\"146\" data-end=\"586\">V\u1edbi phi\u00ean b\u1ea3n Cloud, L\u1ea1c Vi\u1ec7t E-learning c\u00f3 th\u1ec3 <strong>tri\u1ec3n khai nhanh trong 7 ng\u00e0y<\/strong>, kh\u00f4ng c\u1ea7n \u0111\u1ea7u t\u01b0 h\u1ea1 t\u1ea7ng, b\u1ea3o m\u1eadt cao v\u00e0 s\u1eb5n s\u00e0ng m\u1edf r\u1ed9ng cho h\u00e0ng ch\u1ee5c ngh\u00ecn ng\u01b0\u1eddi d\u00f9ng.<\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5f23aae e-con-full e-flex e-con e-child\" data-id=\"5f23aae\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b5a8e14 elementor-widget elementor-widget-formidable\" data-id=\"b5a8e14\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"formidable.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"frm_forms  with_frm_style frm_style_formidable-style\" id=\"frm_form_31_container\" data-token=\"1434a2658877272934fe9965621e7dbc\">\n<form enctype=\"multipart\/form-data\" method=\"post\" class=\"frm-show-form \" id=\"form_pm-dao-tao\" data-token=\"1434a2658877272934fe9965621e7dbc\">\n<div class=\"frm_form_fields \">\n<fieldset>\n<legend class=\"frm_screen_reader\">\u0110\u0103ng k\u00fd PM \u0111\u00e0o t\u1ea1o<\/legend>\r\n\r\n<div class=\"frm_fields_container\">\n<input type=\"hidden\" name=\"frm_action\" value=\"create\" \/>\n<input type=\"hidden\" name=\"form_id\" value=\"31\" \/>\n<input type=\"hidden\" name=\"frm_hide_fields_31\" id=\"frm_hide_fields_31\" value=\"\" \/>\n<input type=\"hidden\" name=\"form_key\" value=\"pm-dao-tao\" \/>\n<input type=\"hidden\" name=\"item_meta[0]\" value=\"\" \/>\n<input type=\"hidden\" id=\"frm_submit_entry_31\" name=\"frm_submit_entry_31\" value=\"5c493959db\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/en\/wp-json\/wp\/v2\/posts\/53318\" \/><div id=\"frm_field_290_container\" class=\"frm_form_field form-field  frm_required_field frm_top_container frm12 frm_first\">\r\n    <label for=\"field_k597l7452\" id=\"field_k597l7452_label\" class=\"frm_primary_label\">\r\n        <span class=\"frm_required\" aria-hidden=\"true\"><\/span>\r\n    <\/label>\r\n    <input type=\"text\" id=\"field_k597l7452\" name=\"item_meta[290]\" value=\"\"  placeholder=\"H\u1ecd v\u00e0 t\u00ean*\" data-reqmsg=\"Th\u00f4ng tin n\u00e0y kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u1ec3 tr\u1ed1ng\" aria-required=\"true\" data-invmsg=\"Text is invalid\" aria-invalid=\"false\"  \/>\r\n    \r\n    \r\n<\/div>\n<div id=\"frm_field_291_container\" class=\"frm_form_field form-field  frm_required_field frm_top_container frm6 frm_first\">\r\n    <label for=\"field_k7d4c7452\" id=\"field_k7d4c7452_label\" class=\"frm_primary_label\">\r\n        <span class=\"frm_required\" aria-hidden=\"true\"><\/span>\r\n    <\/label>\r\n    <input type=\"tel\" id=\"field_k7d4c7452\" name=\"item_meta[291]\" value=\"\"  placeholder=\"S\u1ed1 \u0111i\u1ec7n tho\u1ea1i*\" data-reqmsg=\"Th\u00f4ng tin n\u00e0y kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u1ec3 tr\u1ed1ng\" aria-required=\"true\" data-invmsg=\"This field kh\u00f4ng h\u1ee3p l\u1ec7\" aria-invalid=\"false\" pattern=\"((\\+\\d{1,3}(-|.| )?\\(?\\d\\)?(-| |.)?\\d{1,5})|(\\(?\\d{2,6}\\)?))(-|.| )?(\\d{3,4})(-|.| )?(\\d{4})(( x| ext)\\d{1,5}){0,1}$\"  \/>\r\n    \r\n    \r\n<\/div>\n<div id=\"frm_field_292_container\" class=\"frm_form_field form-field  frm_required_field frm_top_container frm6\">\r\n    <label for=\"field_qnbh47452\" id=\"field_qnbh47452_label\" class=\"frm_primary_label\">\r\n        <span class=\"frm_required\" aria-hidden=\"true\"><\/span>\r\n    <\/label>\r\n    <input type=\"email\" id=\"field_qnbh47452\" name=\"item_meta[292]\" value=\"\"  placeholder=\"Email*\" data-reqmsg=\"Th\u00f4ng tin n\u00e0y kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u1ec3 tr\u1ed1ng\" aria-required=\"true\" data-invmsg=\"This field kh\u00f4ng h\u1ee3p l\u1ec7\" aria-invalid=\"false\"  \/>\r\n    \r\n    \r\n<\/div>\n<div id=\"frm_field_293_container\" class=\"frm_form_field form-field  frm_top_container frm6 frm_first\">\r\n\t<label for=\"field_c6cjz32\" id=\"field_c6cjz32_label\" class=\"frm_primary_label\">\r\n\t\t<span class=\"frm_required\" aria-hidden=\"true\"><\/span>\r\n\t<\/label>\r\n\t\t\t<select name=\"item_meta[293]\" id=\"field_c6cjz32\"  placeholder=\"Ch\u1ee9c v\u1ee5\" data-invmsg=\"This field kh\u00f4ng h\u1ee3p l\u1ec7\" aria-invalid=\"false\"  >\n\t\t<option  class=\"frm-select-placeholder\" value=\"\" data-placeholder=\"true\">Ch\u1ee9c v\u1ee5<\/option><option  value=\"Ch\u1ee7 doanh nghi\u1ec7p\">Ch\u1ee7 doanh nghi\u1ec7p<\/option><option  value=\"Gi\u00e1m \u0111\u1ed1c\/Ph\u00f3 gi\u00e1m \u0111\u1ed1c\">Gi\u00e1m \u0111\u1ed1c\/Ph\u00f3 gi\u00e1m \u0111\u1ed1c<\/option><option  value=\"Tr\u01b0\u1edfng ph\u00f2ng K\u00ea\u0301 toa\u0301n\">Tr\u01b0\u1edfng ph\u00f2ng K\u00ea\u0301 toa\u0301n<\/option><option  value=\"Tr\u01b0\u1edfng ph\u00f2ng Mua ha\u0300ng\">Tr\u01b0\u1edfng ph\u00f2ng Mua ha\u0300ng<\/option><option  value=\"Tr\u01b0\u1edfng ph\u00f2ng IT\">Tr\u01b0\u1edfng ph\u00f2ng IT<\/option><option  value=\"Tr\u01b0\u1edfng ph\u00f2ng Nh\u00e2n s\u1ef1\">Tr\u01b0\u1edfng ph\u00f2ng Nh\u00e2n s\u1ef1<\/option><option  value=\"Tr\u01b0\u1edfng ph\u00f2ng Marketing\">Tr\u01b0\u1edfng ph\u00f2ng Marketing<\/option><option  value=\"Tr\u01b0\u1edfng ph\u00f2ng Kinh doanh\">Tr\u01b0\u1edfng ph\u00f2ng Kinh doanh<\/option><option  value=\"Qu\u1ea3n l\u00fd d\u1ef1 \u00e1n\">Qu\u1ea3n l\u00fd d\u1ef1 \u00e1n<\/option><option  value=\"Nh\u00e2n vi\u00ean\">Nh\u00e2n vi\u00ean<\/option><option  value=\"Kh\u00e1c\">Kh\u00e1c<\/option>\t<\/select>\n\t\r\n\t\r\n\t\r\n<\/div>\n<div id=\"frm_field_294_container\" class=\"frm_form_field form-field  frm_required_field frm_top_container frm6\">\r\n    <label for=\"field_92h0d7452\" id=\"field_92h0d7452_label\" class=\"frm_primary_label\">\r\n        <span class=\"frm_required\" aria-hidden=\"true\"><\/span>\r\n    <\/label>\r\n    <input type=\"text\" id=\"field_92h0d7452\" name=\"item_meta[294]\" value=\"\"  placeholder=\"T\u00ean doanh nghi\u1ec7p\/MST*\" data-reqmsg=\"Th\u00f4ng tin n\u00e0y kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u1ec3 tr\u1ed1ng\" aria-required=\"true\" data-invmsg=\"Text is invalid\" aria-invalid=\"false\"  \/>\r\n    \r\n    \r\n<\/div>\n<div id=\"frm_field_295_container\" class=\"frm_form_field form-field  frm_top_container frm6 frm_first\">\r\n\t<label for=\"field_tidhs52\" id=\"field_tidhs52_label\" class=\"frm_primary_label\">\r\n\t\t<span class=\"frm_required\" aria-hidden=\"true\"><\/span>\r\n\t<\/label>\r\n\t\t\t<select name=\"item_meta[295]\" id=\"field_tidhs52\"  placeholder=\"Quy m\u00f4 nh\u00e2n s\u1ef1\" data-invmsg=\"This field kh\u00f4ng h\u1ee3p l\u1ec7\" aria-invalid=\"false\"  >\n\t\t<option  class=\"frm-select-placeholder\" value=\"\" data-placeholder=\"true\">Quy m\u00f4 nh\u00e2n s\u1ef1<\/option><option  value=\"Si\u00eau Nho\u0309 (&lt;20)\">Si\u00eau Nho\u0309 (&lt;20)<\/option><option  value=\"Nho\u0309 (&lt;=100)\">Nho\u0309 (&lt;=100)<\/option><option  value=\"V\u01b0\u0300a (&lt;=500)\">V\u01b0\u0300a (&lt;=500)<\/option><option  value=\"L\u01a1\u0301n (&lt;=3000)\">L\u01a1\u0301n (&lt;=3000)<\/option><option  value=\"R\u00e2\u0301t L\u01a1\u0301n (&gt;3000)\">R\u00e2\u0301t L\u01a1\u0301n (&gt;3000)<\/option>\t<\/select>\n\t\r\n\t\r\n\t\r\n<\/div>\n<div id=\"frm_field_296_container\" class=\"frm_form_field form-field  frm_top_container frm6\">\r\n\t<label for=\"field_obq9c342\" id=\"field_obq9c342_label\" class=\"frm_primary_label\">\r\n\t\t<span class=\"frm_required\" aria-hidden=\"true\"><\/span>\r\n\t<\/label>\r\n\t\t\t<select name=\"item_meta[296]\" id=\"field_obq9c342\"  placeholder=\"Ng\u00e0nh ngh\u1ec1\" data-invmsg=\"This field kh\u00f4ng h\u1ee3p l\u1ec7\" aria-invalid=\"false\"  >\n\t\t<option  class=\"frm-select-placeholder\" value=\"\" data-placeholder=\"true\">Ng\u00e0nh ngh\u1ec1<\/option><option  value=\"D\u1ecbch v\u1ee5 c\u00f4ng\">D\u1ecbch v\u1ee5 c\u00f4ng<\/option><option  value=\"T\u00e0i ch\u00ednh\/ng\u00e2n h\u00e0ng\/ba\u0309o hi\u00ea\u0309m\">T\u00e0i ch\u00ednh\/ng\u00e2n h\u00e0ng\/ba\u0309o hi\u00ea\u0309m<\/option><option  value=\"X\u00e2y d\u1ef1ng\/b\u1ea5t \u0111\u1ed9ng s\u1ea3n\">X\u00e2y d\u1ef1ng\/b\u1ea5t \u0111\u1ed9ng s\u1ea3n<\/option><option  value=\"D\u00e2\u0300u khi\u0301\/n\u01b0\u01a1\u0301c\">D\u00e2\u0300u khi\u0301\/n\u01b0\u01a1\u0301c<\/option><option  value=\"Gi\u00e1o d\u1ee5c\/\u0111\u00e0o t\u1ea1o\">Gi\u00e1o d\u1ee5c\/\u0111\u00e0o t\u1ea1o<\/option><option  value=\"B\u00e1n l\u1ebb\">B\u00e1n l\u1ebb<\/option><option  value=\"Th\u1ef1c ph\u1ea9m\/ha\u0300ng ti\u00eau du\u0300ng\">Th\u1ef1c ph\u1ea9m\/ha\u0300ng ti\u00eau du\u0300ng<\/option><option  value=\"D\u01b0\u1ee3c ph\u1ea9m\/Y t\u1ebf\/CN sinh h\u1ecdc\">D\u01b0\u1ee3c ph\u1ea9m\/Y t\u1ebf\/CN sinh h\u1ecdc<\/option><option  value=\"D\u1ec7t\/may\">D\u1ec7t\/may<\/option><option  value=\"Sa\u0309n xu\u00e2\u0301t c\u00f4ng nghi\u00ea\u0323p n\u0103\u0323ng (c\u01a1 kh\u00ed, xi m\u0103ng, the\u0323\u0301p, \u0111i\u00ea\u0323n...)\">Sa\u0309n xu\u00e2\u0301t c\u00f4ng nghi\u00ea\u0323p n\u0103\u0323ng (c\u01a1 kh\u00ed, xi m\u0103ng, the\u0323\u0301p, \u0111i\u00ea\u0323n...)<\/option><option  value=\"S\u1ea3n xu\u00e2\u0301t gi\u00e2\u0301y\/bao bi\u0300\">S\u1ea3n xu\u00e2\u0301t gi\u00e2\u0301y\/bao bi\u0300<\/option><option  value=\"Sa\u0309n xu\u00e2\u0301t kha\u0301c\">Sa\u0309n xu\u00e2\u0301t kha\u0301c<\/option><option  value=\"C\u00f4ng ngh\u1ec7 cao (CNTT, \u0111i\u00ea\u0323n t\u01b0\u0309)\">C\u00f4ng ngh\u1ec7 cao (CNTT, \u0111i\u00ea\u0323n t\u01b0\u0309)<\/option><option  value=\"Di\u0323ch vu\u0323 T\u01b0 v\u1ea5n\/HR\/k\u00ea\u0301 toa\u0301n\">Di\u0323ch vu\u0323 T\u01b0 v\u1ea5n\/HR\/k\u00ea\u0301 toa\u0301n<\/option><option  value=\"L\u00e0m \u0111\u1eb9p\/spa\/th\u1ea9m m\u1ef9\">L\u00e0m \u0111\u1eb9p\/spa\/th\u1ea9m m\u1ef9<\/option><option  value=\"V\u1eadn t\u1ea3i\/kho b\u00e3i\">V\u1eadn t\u1ea3i\/kho b\u00e3i<\/option><option  value=\"\u00d4 t\u00f4\/xe ma\u0301y\/thi\u00ea\u0301t bi\u0323\">\u00d4 t\u00f4\/xe ma\u0301y\/thi\u00ea\u0301t bi\u0323<\/option><option  value=\"Di\u0323ch vu\u0323 l\u01b0u tru\u0301\">Di\u0323ch vu\u0323 l\u01b0u tru\u0301<\/option><option  value=\"Di\u0323ch vu\u0323 \u0103n u\u00f4\u0301ng\/gia\u0309i tri\u0301\">Di\u0323ch vu\u0323 \u0103n u\u00f4\u0301ng\/gia\u0309i tri\u0301<\/option><option  value=\"D\u1ecbch v\u1ee5 th\u01b0\u01a1ng ma\u0323i kha\u0301c\">D\u1ecbch v\u1ee5 th\u01b0\u01a1ng ma\u0323i kha\u0301c<\/option><option  value=\"Kh\u00e1c\">Kh\u00e1c<\/option>\t<\/select>\n\t\r\n\t\r\n\t\r\n<\/div>\n<div id=\"frm_field_297_container\" class=\"frm_form_field form-field  frm_none_container\"><div  id=\"field_vlud42\" class=\"frm-g-recaptcha\" data-sitekey=\"6LexPF8bAAAAABVTCNDuOGGhiBWMaQijt5r_RX_G\" data-size=\"normal\" data-theme=\"light\"><\/div>\r\n\t\r\n\t\r\n<\/div>\n<div id=\"frm_field_298_container\" class=\"frm_form_field  frm_html_container form-field\"><span style=\"font-size: 12px;\"><em>B\u1eb1ng c\u00e1ch nh\u1ea5n v\u00e0o n\u00fat <strong>G\u1eedi y\u00eau c\u1ea7u<\/strong>, b\u1ea1n \u0111\u00e3 \u0111\u1ed3ng \u00fd v\u1edbi <a href=\"https:\/\/lacviet.vn\/chinh-sach-bao-ve-du-lieu-ca-nhan\/\">Ch\u00ednh s\u00e1ch b\u1ea3o m\u1eadt th\u00f4ng tin<\/a> c\u1ee7a L\u1ea1c Vi\u1ec7t.<\/em><\/span><\/div>\n<div id=\"frm_field_299_container\" class=\"frm_form_field form-field \">\r\n\t<div class=\"frm_submit frm_flex\">\r\n<button class=\"frm_button_submit\" type=\"submit\"  >G\u1eedi y\u00eau c\u1ea7u<\/button>\r\n\r\n\r\n\r\n<\/div>\r\n<\/div>\n\t<input type=\"hidden\" name=\"item_key\" value=\"\" \/>\n\t<\/div>\n<\/fieldset>\n<\/div>\n\n<\/form>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1bf8e5c elementor-widget elementor-widget-text-editor\" data-id=\"1bf8e5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: justify;\">Ch\u00fang t\u00f4i s\u1eb5n s\u00e0ng \u0111\u1ed3ng h\u00e0nh c\u00f9ng doanh nghi\u1ec7p trong vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed9t gi\u1ea3i ph\u00e1p \u0111\u00e0o t\u1ea1o n\u1ed9i b\u1ed9 ph\u00f9 h\u1ee3p v\u1edbi chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n nh\u00e2n s\u1ef1 d\u00e0i h\u1ea1n.<\/p><p style=\"text-align: center;\"><strong><a href=\"https:\/\/elearning.lacviet.vn\/?utm_source=lacviet.vn&amp;utm_medium=topic-\u0111ao-tao\"><span class=\"xem-tinh-nang\">Xem chi ti\u1ebft t\u00ednh n\u0103ng &amp; nh\u1eadn Demo MI\u1ec4N PH\u00cd<\/span><\/a><\/strong><\/p><div style=\"text-align: center;\"><p style=\"text-align: justify;\"><strong id=\"str-call-timer\">TH\u00d4NG TIN LI\u00caN H\u1ec6<\/strong><\/p><ul><li style=\"text-align: justify;\">Hotline\/Zalo: <a href=\"https:\/\/zalo.me\/0901555063\" target=\"_blank\" rel=\"noopener\">0901 555 063<\/a><\/li><li style=\"text-align: justify;\">Email: <a href=\"mailto:info@lacviet.com.vn\">info@lacviet.com.vn<\/a> | Website: https:\/\/lacviet.vn<\/li><li style=\"text-align: justify;\">\u0110\u1ecba ch\u1ec9 v\u0103n ph\u00f2ng: <a href=\"https:\/\/maps.app.goo.gl\/Jqy5fZgaAnFMbJdB7\" target=\"_blank\" rel=\"nofollow noopener\">23 Nguy\u1ec5n Th\u1ecb Hu\u1ef3nh, Ph\u01b0\u1eddng Ph\u00fa Nhu\u1eadn, TP.HCM<\/a><\/li><\/ul><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/p>\n<p style=\"text-align: justify;\">B\u00ean c\u1ea1nh vi\u1ec7c s\u1ed1 h\u00f3a n\u1ed9i dung \u0111\u00e0o t\u1ea1o, doanh nghi\u1ec7p v\u1eabn c\u1ea7n duy tr\u00ec c\u00e1c ho\u1ea1t \u0111\u1ed9ng \u0111\u00e0o t\u1ea1o c\u00f3 t\u01b0\u01a1ng t\u00e1c con ng\u01b0\u1eddi nh\u01b0 coaching tr\u1ef1c ti\u1ebfp ho\u1eb7c bu\u1ed5i h\u1ecdp r\u00fat kinh nghi\u1ec7m sau c\u00e1c t\u00ecnh hu\u1ed1ng kh\u00f3, v\u00ec k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng &#8211; \u0111\u1eb7c bi\u1ec7t l\u00e0 ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac v\u00e0 \u0111\u00e0m ph\u00e1n &#8211; kh\u00f4ng th\u1ec3 ph\u00e1t tri\u1ec3n ho\u00e0n to\u00e0n ch\u1ec9 qua h\u1ecdc tr\u1ef1c tuy\u1ebfn m\u1ed9t chi\u1ec1u m\u00e0 c\u1ea7n th\u1ef1c h\u00e0nh, nh\u1eadn ph\u1ea3n h\u1ed3i tr\u1ef1c ti\u1ebfp.<\/p>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh k\u1ebft h\u1ee3p ph\u00f9 h\u1ee3p cho ph\u1ea7n l\u1edbn doanh nghi\u1ec7p l\u00e0 d\u00f9ng n\u1ec1n t\u1ea3ng E-Learning \u0111\u1ec3 chu\u1ea9n h\u00f3a v\u00e0 giao ph\u1ea7n ki\u1ebfn th\u1ee9c n\u1ec1n t\u1ea3ng (quy tr\u00ecnh, ch\u00ednh s\u00e1ch, ki\u1ebfn th\u1ee9c s\u1ea3n ph\u1ea9m), d\u00e0nh th\u1eddi gian g\u1eb7p m\u1eb7t tr\u1ef1c ti\u1ebfp ho\u1eb7c c\u00e1c bu\u1ed5i coaching cho ph\u1ea7n th\u1ef1c h\u00e0nh k\u1ef9 n\u0103ng m\u1ec1m kh\u00f3 r\u00e8n luy\u1ec7n qua video ho\u1eb7c t\u00e0i li\u1ec7u \u0111\u01a1n thu\u1ea7n, nh\u01b0 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng kh\u00e1ch h\u00e0ng n\u00f3ng gi\u1eadn hay \u0111\u00e0m ph\u00e1n c\u00e1c tr\u01b0\u1eddng h\u1ee3p ngo\u1ea1i l\u1ec7. C\u00e1ch ph\u00e2n chia n\u00e0y gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u c\u1ea3 v\u1ec1 chi ph\u00ed l\u1eabn hi\u1ec7u qu\u1ea3 \u0111\u00e0o t\u1ea1o, thay v\u00ec c\u1ed1 g\u1eafng s\u1ed1 h\u00f3a to\u00e0n b\u1ed9 ho\u1eb7c gi\u1eef nguy\u00ean c\u00e1ch \u0111\u00e0o t\u1ea1o ho\u00e0n to\u00e0n th\u1ee7 c\u00f4ng nh\u01b0 tr\u01b0\u1edbc.<\/p>\n<h2 style=\"text-align: justify;\">5. M\u1ed9t s\u1ed1 c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p v\u1ec1 k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/h2>\n<h3 style=\"text-align: justify;\"><strong>K\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ti\u1ebfng Anh l\u00e0 g\u00ec?<\/strong><\/h3>\n<p style=\"text-align: justify;\">K\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng trong ti\u1ebfng Anh g\u1ecdi l\u00e0 &#8220;customer service skills&#8221;. M\u1ed9t s\u1ed1 thu\u1eadt ng\u1eef li\u00ean quan th\u01b0\u1eddng g\u1eb7p g\u1ed3m &#8220;customer care&#8221;, &#8220;customer support&#8221; v\u00e0 &#8220;soft skills&#8221; (k\u1ef9 n\u0103ng m\u1ec1m n\u00f3i chung, trong \u0111\u00f3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t nh\u00f3m k\u1ef9 n\u0103ng c\u1ee5 th\u1ec3).<\/p>\n<h3 style=\"text-align: justify;\"><strong>C\u00f3 t\u00e0i li\u1ec7u ho\u1eb7c kh\u00f3a h\u1ecdc n\u00e0o v\u1ec1 k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng?<\/strong><\/h3>\n<p style=\"text-align: justify;\">C\u00f3 nhi\u1ec1u kh\u00f3a h\u1ecdc t\u1eeb c\u00e1c \u0111\u01a1n v\u1ecb \u0111\u00e0o t\u1ea1o b\u00ean ngo\u00e0i v\u1ec1 ch\u1ee7 \u0111\u1ec1 n\u00e0y. Tuy nhi\u00ean, v\u1edbi doanh nghi\u1ec7p c\u00f3 quy m\u00f4 \u0111\u1ed9i ng\u0169 l\u1edbn, x\u00e2y d\u1ef1ng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o n\u1ed9i b\u1ed9 ri\u00eang (th\u00f4ng qua n\u1ec1n t\u1ea3ng E-Learning) th\u01b0\u1eddng ph\u00f9 h\u1ee3p h\u01a1n v\u00ec n\u1ed9i dung c\u00f3 th\u1ec3 b\u00e1m s\u00e1t \u0111\u00fang s\u1ea3n ph\u1ea9m, quy tr\u00ecnh v\u00e0 c\u00e1c t\u00ecnh hu\u1ed1ng th\u1ef1c t\u1ebf \u0111\u1eb7c th\u00f9 c\u1ee7a doanh nghi\u1ec7p, thay v\u00ec ki\u1ebfn th\u1ee9c chung chung.<\/p>\n<h3 style=\"text-align: justify;\"><strong>L\u00e0m sao \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 nh\u00e2n vi\u00ean \u0111\u00e3 \u0111\u1ea1t k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ch\u01b0a?<\/strong><\/h3>\n<p style=\"text-align: justify;\">Doanh nghi\u1ec7p c\u00f3 th\u1ec3 k\u1ebft h\u1ee3p ba h\u00ecnh th\u1ee9c \u0111\u00e1nh gi\u00e1: b\u00e0i ki\u1ec3m tra ki\u1ebfn th\u1ee9c sau \u0111\u00e0o t\u1ea1o, quan s\u00e1t th\u1ef1c t\u1ebf qua t\u00ecnh hu\u1ed1ng gi\u1ea3 \u0111\u1ecbnh (role-play), v\u00e0 thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf th\u00f4ng qua kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng ho\u1eb7c \u0111\u00e1nh gi\u00e1 sau m\u1ed7i cu\u1ed9c g\u1ecdi\/t\u01b0\u01a1ng t\u00e1c.<\/p>\n<p style=\"text-align: justify;\">K\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng t\u1ef1 nhi\u00ean c\u00f3 m\u00e0 c\u1ea7n \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh r\u00f5 trong m\u1ed9t khung n\u0103ng l\u1ef1c c\u1ee5 th\u1ec3 v\u00e0 \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n, thay v\u00ec \u0111\u1ec3 nh\u00e2n vi\u00ean t\u1ef1 t\u00edch l\u0169y qua kinh nghi\u1ec7m, \u0111\u1eb7c bi\u1ec7t khi doanh nghi\u1ec7p mu\u1ed1n \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 \u0111\u1ed3ng \u0111\u1ec1u \u1edf quy m\u00f4 l\u1edbn.<\/p>\n<p style=\"text-align: justify;\">V\u1edbi \u0111\u1ed9i ng\u0169 HR &#8211; \u0111\u00e0o t\u1ea1o \u0111ang t\u00ecm c\u00e1ch chu\u1ea9n h\u00f3a v\u00e0 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 \u0111\u00e0o t\u1ea1o k\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho \u0111\u1ed9i ng\u0169, L\u1ea1c Vi\u1ec7t E-Learning l\u00e0 m\u1ed9t gi\u1ea3i ph\u00e1p \u0111\u00e1ng t\u00ecm hi\u1ec3u \u0111\u1ec3 x\u00e2y d\u1ef1ng kh\u00f3a h\u1ecdc theo khung n\u0103ng l\u1ef1c ri\u00eang, theo d\u00f5i s\u00e1t ti\u1ebfn \u0111\u1ed9 c\u1ee7a t\u1eebng nh\u00e2n vi\u00ean.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>K\u1ef9 n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 t\u1eadp h\u1ee3p c\u00e1c k\u1ef9 n\u0103ng giao ti\u1ebfp, x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng v\u00e0 t\u01b0 duy h\u01b0\u1edbng \u0111\u1ebfn kh\u00e1ch h\u00e0ng m\u00e0 nh\u00e2n vi\u00ean c\u1ea7n c\u00f3 \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m ph\u1ee5c v\u1ee5 t\u1ed1t, nh\u1ea5t qu\u00e1n. Trong b\u00e0i vi\u1ebft n\u00e0y, L\u1ea1c Vi\u1ec7t s\u1ebd gi\u00fap b\u1ea1n n\u1eafm \u0111\u01b0\u1ee3c danh s\u00e1ch c\u00e1c k\u1ef9 [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":53334,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[138],"tags":[189],"class_list":["post-53318","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-dao-tao","tag-dao-tao-ban-hang"],"_links":{"self":[{"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/posts\/53318","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/comments?post=53318"}],"version-history":[{"count":2,"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/posts\/53318\/revisions"}],"predecessor-version":[{"id":53325,"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/posts\/53318\/revisions\/53325"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/media\/53334"}],"wp:attachment":[{"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/media?parent=53318"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/categories?post=53318"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/lacviet.vn\/en\/wp-json\/wp\/v2\/tags?post=53318"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}