{"id":29186,"date":"2026-09-08T08:45:00","date_gmt":"2026-09-08T01:45:00","guid":{"rendered":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/?p=29186"},"modified":"2026-09-08T17:25:10","modified_gmt":"2026-09-08T10:25:10","slug":"mot-ngay-lam-viec-cua-cham-soc-khach-hang","status":"publish","type":"post","link":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/tu-van-nghe-nghiep\/mot-ngay-lam-viec-cua-cham-soc-khach-hang","title":{"rendered":"M\u1ed9t ng\u00e0y l\u00e0m vi\u1ec7c c\u1ee7a ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng di\u1ec5n ra nh\u01b0 th\u1ebf n\u00e0o"},"content":{"rendered":"

Nhi\u1ec1u b\u1ea1n m\u1edbi v\u00e0o ngh\u1ec1 h\u00ecnh dung c\u00f4ng vi\u1ec7c ch\u1ec9 l\u00e0 nghe \u0111i\u1ec7n tho\u1ea1i v\u00e0 tr\u1ea3 l\u1eddi tin nh\u1eafn. Th\u1ef1c t\u1ebf, m\u1ed9t ng\u00e0y l\u00e0m vi\u1ec7c c\u1ee7a ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> tr\u1ea3i qua nhi\u1ec1u m\u1ed1c gi\u1edd v\u1edbi nh\u1ecbp vi\u1ec7c kh\u00e1c nhau, t\u1eeb nh\u1eadn b\u00e0n giao ca, x\u1eed l\u00fd h\u00e0ng ch\u1edd, \u0111\u1ebfn g\u1ecdi ra sau b\u00e1n v\u00e0 ch\u1ed1t ch\u1ec9 s\u1ed1 cu\u1ed1i ca. B\u00e0i vi\u1ebft d\u1ef1ng l\u1ea1i timeline m\u1ed9t ca tr\u1ef1c.<\/p>\n

\"m\u1ed9t<\/p>\n

\n

T\u1ed5ng quan nhanh<\/strong><\/p>\n

\u2013 M\u1ed9t ca tr\u1ef1c g\u1ed3m ba nh\u1ecbp: nh\u1eadn b\u00e0n giao, x\u1eed l\u00fd t\u01b0\u01a1ng t\u00e1c, t\u1ed5ng h\u1ee3p s\u1ed1 li\u1ec7u.<\/p>\n

\u2013 Nh\u1ecbp vi\u1ec7c kh\u00e1c nhau r\u00f5 r\u1ec7t gi\u1eefa t\u1ed5ng \u0111\u00e0i tho\u1ea1i, live chat, email v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n

\u2013 Ch\u1ec9 s\u1ed1 ca do doanh nghi\u1ec7p t\u1ef1 \u0111\u1eb7t, kh\u00f4ng ph\u1ea3i chu\u1ea9n ng\u00e0nh b\u1eaft bu\u1ed9c chung.<\/p>\n<\/div>\n

1. M\u1ed9t ng\u00e0y l\u00e0m vi\u1ec7c c\u1ee7a ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng g\u1ed3m nh\u1eefng m\u1ea3ng vi\u1ec7c n\u00e0o<\/h2>\n

Nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng (Customer Service Representative) kh\u00f4ng ch\u1ec9 x\u1eed l\u00fd m\u1ed9t lo\u1ea1i vi\u1ec7c trong ca. C\u00f4ng vi\u1ec7c chia th\u00e0nh ba m\u1ea3ng \u0111an xen: ti\u1ebfp nh\u1eadn y\u00eau c\u1ea7u t\u1eeb kh\u00e1ch, ch\u1ee7 \u0111\u1ed9ng li\u00ean h\u1ec7 ra theo danh s\u00e1ch \u0111\u01b0\u1ee3c giao, v\u00e0 ghi ch\u00e9p qu\u00e1 tr\u00ecnh x\u1eed l\u00fd tr\u00ean h\u1ec7 th\u1ed1ng. M\u1ea3ng th\u1ee9 ba chi\u1ebfm th\u1eddi l\u01b0\u1ee3ng \u0111\u00e1ng k\u1ec3, v\u00ec m\u1ed7i t\u01b0\u01a1ng t\u00e1c c\u1ea7n ghi ch\u00fa \u0111\u1ee7 r\u00f5 \u0111\u1ec3 ca sau \u0111\u1ecdc l\u00e0 hi\u1ec3u.<\/p>\n

N\u1ebfu c\u00f2n b\u0103n kho\u0103n v\u1ec1 ph\u1ea1m vi c\u00f4ng vi\u1ec7c, b\u00e0i nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec<\/a> m\u00f4 t\u1ea3 k\u1ef9 h\u01a1n vai tr\u00f2 v\u00e0 y\u00eau c\u1ea7u tuy\u1ec3n d\u1ee5ng ph\u1ed5 bi\u1ebfn.<\/p>\n

2. Khung gi\u1edd \u0111i\u1ec3n h\u00ecnh trong m\u1ed9t ca tr\u1ef1c h\u00e0nh ch\u00ednh<\/h2>\n

B\u1ea3ng d\u01b0\u1edbi m\u00f4 ph\u1ecfng m\u1ed9t ca h\u00e0nh ch\u00ednh t\u1ea1i doanh nghi\u1ec7p b\u00e1n l\u1ebb c\u00f3 t\u1ed5ng \u0111\u00e0i ri\u00eang. Khung gi\u1edd ch\u1ec9 l\u00e0 v\u00ed d\u1ee5 minh ho\u1ea1, thay \u0111\u1ed5i theo ng\u00e0nh v\u00e0 m\u00f4 h\u00ecnh ca k\u00edp. \u0110\u01a1n v\u1ecb ch\u1ea1y li\u00ean t\u1ee5c chia ba ca, nh\u00f3m h\u1ed7 tr\u1ee3 kh\u00e1ch qu\u1ed1c t\u1ebf xoay theo m\u00fai gi\u1edd.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
Khung gi\u1edd<\/th>\n\u0110\u1ea7u vi\u1ec7c ch\u00ednh<\/th>\nC\u00f4ng c\u1ee5 d\u00f9ng<\/th>\n<\/tr>\n<\/thead>\n
8h00 \u2013 8h30<\/td>\nNh\u1eadn b\u00e0n giao, r\u00e0 ticket t\u1ed3n<\/td>\nBi\u00ean b\u1ea3n b\u00e0n giao, h\u1ec7 th\u1ed1ng ticket<\/td>\n<\/tr>\n
8h30 \u2013 9h30<\/td>\nX\u1eed l\u00fd h\u00e0ng ch\u1edd email, tin nh\u1eafn<\/td>\nH\u1ed9p th\u01b0 chung, Zendesk ho\u1eb7c Freshdesk<\/td>\n<\/tr>\n
9h30 \u2013 11h00<\/td>\nTr\u1ef1c cu\u1ed9c g\u1ecdi v\u00e0o, tra l\u1ecbch s\u1eed kh\u00e1ch<\/td>\nPh\u1ea7n m\u1ec1m t\u1ed5ng \u0111\u00e0i, h\u1ec7 th\u1ed1ng CRM<\/td>\n<\/tr>\n
11h00 \u2013 12h00<\/td>\nX\u1eed l\u00fd khi\u1ebfu n\u1ea1i leo thang<\/td>\nBi\u1ec3u m\u1eabu chuy\u1ec3n c\u1ea5p, chat n\u1ed9i b\u1ed9<\/td>\n<\/tr>\n
13h30 \u2013 15h00<\/td>\nG\u1ecdi ra sau b\u00e1n, kh\u1ea3o s\u00e1t h\u00e0i l\u00f2ng<\/td>\nDanh s\u00e1ch g\u1ecdi ra, bi\u1ec3u m\u1eabu kh\u1ea3o s\u00e1t<\/td>\n<\/tr>\n
15h00 \u2013 16h30<\/td>\nC\u1eadp nh\u1eadt ticket, b\u1ed5 sung k\u1ecbch b\u1ea3n<\/td>\nH\u1ec7 th\u1ed1ng ticket, kho k\u1ecbch b\u1ea3n<\/td>\n<\/tr>\n
16h30 \u2013 17h30<\/td>\nT\u1ed5ng h\u1ee3p ch\u1ec9 s\u1ed1, b\u00e0n giao ca sau<\/td>\nB\u1ea3ng theo d\u00f5i ch\u1ec9 s\u1ed1, b\u00e1o c\u00e1o ca<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Ph\u1ea7n l\u1edbn th\u1eddi l\u01b0\u1ee3ng r\u01a1i v\u00e0o x\u1eed l\u00fd t\u01b0\u01a1ng t\u00e1c, hai \u0111\u1ea7u ca d\u00e0nh cho b\u00e0n giao.<\/p>\n

3. \u0110\u1ea7u ca: b\u00e0n giao, h\u00e0ng ch\u1edd v\u00e0 nh\u1eefng cu\u1ed9c g\u1ecdi \u0111\u1ea7u ti\u00ean<\/h2>\n

T\u00e1m gi\u1edd s\u00e1ng, vi\u1ec7c \u0111\u1ea7u ti\u00ean l\u00e0 m\u1edf bi\u00ean b\u1ea3n b\u00e0n giao c\u1ee7a ca tr\u01b0\u1edbc \u0111\u1ec3 n\u1eafm ph\u1ea7n c\u00f2n dang d\u1edf. Nh\u00e2n vi\u00ean r\u00e0 ticket t\u1ed3n, \u0111\u00e1nh d\u1ea5u ca s\u1eafp ch\u1ea1m h\u1ea1n ph\u1ea3n h\u1ed3i theo SLA, ki\u1ec3m tra h\u1ec7 th\u1ed1ng c\u00f3 s\u1ef1 c\u1ed1 n\u00e0o ch\u01b0a kh\u1eafc ph\u1ee5c. N\u1eeda gi\u1edd chu\u1ea9n b\u1ecb n\u00e0y quy\u1ebft \u0111\u1ecbnh \u0111\u1ed9 tr\u00f4i ch\u1ea3y c\u1ee7a c\u1ea3 ca, v\u00ec m\u1ed9t ticket b\u1ecf s\u00f3t \u0111\u00eam tr\u01b0\u1edbc th\u01b0\u1eddng th\u00e0nh cu\u1ed9c g\u1ecdi ph\u00e0n n\u00e0n.<\/p>\n

T\u1eeb 8h30, h\u00e0ng ch\u1edd email v\u00e0 tin nh\u1eafn \u0111\u01b0\u1ee3c x\u1eed l\u00fd theo m\u1ee9c \u01b0u ti\u00ean, kh\u00f4ng theo th\u1ee9 t\u1ef1 \u0111\u1ebfn.<\/p>\n

\u2013 Y\u00eau c\u1ea7u s\u1eafp ch\u1ea1m h\u1ea1n ph\u1ea3n h\u1ed3i \u0111\u01b0\u1ee3c x\u1eed l\u00fd tr\u01b0\u1edbc y\u00eau c\u1ea7u m\u1edbi nh\u1eadn.<\/p>\n

\u2013 Kh\u00e1ch li\u00ean h\u1ec7 nhi\u1ec1u l\u1ea7n cho c\u00f9ng m\u1ed9t v\u1ea5n \u0111\u1ec1 c\u1ea7n \u0111\u01b0\u1ee3c \u01b0u ti\u00ean g\u1ecdi l\u1ea1i.<\/p>\n

\u2013 C\u00e2u h\u1ecfi l\u1eb7p l\u1ea1i d\u00f9ng k\u1ecbch b\u1ea3n m\u1eabu r\u1ed3i c\u00e1 nh\u00e2n ho\u00e1 v\u00e0i d\u00f2ng \u0111\u1ea7u.<\/p>\n

\u0110\u1ebfn 9h30, cu\u1ed9c g\u1ecdi v\u00e0o t\u0103ng d\u1ea7n. M\u1ed7i l\u1ea7n nh\u1ea5c m\u00e1y, nh\u00e2n vi\u00ean tra l\u1ecbch s\u1eed kh\u00e1ch tr\u00ean CRM, tr\u00e1nh b\u1eaft kh\u00e1ch k\u1ec3 l\u1ea1i t\u1eeb \u0111\u1ea7u. B\u1ea1n c\u00f3 th\u1ec3 xem th\u00eam c\u00e1c v\u1ecb tr\u00ed vi\u1ec7c l\u00e0m D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a> \u0111ang tuy\u1ec3n tr\u00ean CareerLink \u0111\u1ec3 r\u00f5 h\u01a1n y\u00eau c\u1ea7u c\u00f4ng c\u1ee5 m\u00e0 doanh nghi\u1ec7p \u0111\u1eb7t ra.<\/p>\n

4. Gi\u1eefa ca: khi\u1ebfu n\u1ea1i leo thang v\u00e0 quy tr\u00ecnh chuy\u1ec3n c\u1ea5p<\/h2>\n

Kho\u1ea3ng 11h l\u00e0 l\u00fac nh\u1eefng ca kh\u00f3 d\u1ed3n l\u1ea1i. \u0110\u00f3 l\u00e0 kh\u00e1ch \u0111\u00e3 qua m\u1ed9t v\u00f2ng x\u1eed l\u00fd m\u00e0 ch\u01b0a h\u00e0i l\u00f2ng, ho\u1eb7c y\u00eau c\u1ea7u v\u01b0\u1ee3t th\u1ea9m quy\u1ec1n tuy\u1ebfn m\u1ed9t nh\u01b0 ho\u00e0n ti\u1ec1n ngo\u00e0i ch\u00ednh s\u00e1ch. Quy tr\u00ecnh \u1edf \u0111a s\u1ed1 doanh nghi\u1ec7p l\u00e0 ghi nh\u1eadn di\u1ec5n bi\u1ebfn, \u0111\u1ec1 xu\u1ea5t ph\u01b0\u01a1ng \u00e1n r\u1ed3i chuy\u1ec3n t\u1ed5 tr\u01b0\u1edfng, k\u00e8m m\u1ed1c ph\u1ea3n h\u1ed3i.<\/p>\n

\n

L\u01b0u \u00fd khi g\u1eb7p ca leo thang<\/strong><\/p>\n

\u2013 \u0110\u1eebng h\u1ee9a m\u1ed1c th\u1eddi gian hay m\u1ee9c \u0111\u1ec1n b\u00f9 khi ch\u01b0a c\u00f3 x\u00e1c nh\u1eadn.<\/p>\n

\u2013 Ghi nguy\u00ean v\u0103n y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch thay v\u00ec t\u00f3m t\u1eaft theo c\u00e1ch hi\u1ec3u ri\u00eang.<\/p>\n

\u2013 B\u00e1o cho kh\u00e1ch bi\u1ebft ai ti\u1ebfp t\u1ee5c x\u1eed l\u00fd v\u00e0 khi n\u00e0o c\u00f3 ph\u1ea3n h\u1ed3i.<\/p>\n<\/div>\n

Ph\u1ea7n kh\u00f3 c\u1ee7a giai \u0111o\u1ea1n n\u00e0y l\u00e0 gi\u1eef nh\u1ecbp n\u00f3i chuy\u1ec7n khi kh\u00e1ch \u0111ang b\u1ef1c. Ng\u01b0\u1eddi c\u00f3 kinh nghi\u1ec7m \u0111\u1ec3 kh\u00e1ch tr\u00ecnh b\u00e0y h\u1ebft, x\u00e1c nh\u1eadn l\u1ea1i v\u1ea5n \u0111\u1ec1, r\u1ed3i m\u1edbi \u0111\u01b0a h\u01b0\u1edbng x\u1eed l\u00fd.<\/p>\n

\n

Kh\u00e1ch n\u00f3ng gi\u1eadn ph\u1ea7n l\u1edbn v\u00ec c\u1ea3m th\u1ea5y kh\u00f4ng \u0111\u01b0\u1ee3c l\u1eafng nghe, ch\u1ee9 kh\u00f4ng h\u1eb3n v\u00ec s\u1ef1 c\u1ed1. M\u1ed9t c\u00e2u x\u00e1c nh\u1eadn \u0111\u00fang v\u1ea5n \u0111\u1ec1 \u0111\u00f4i khi h\u1ea1 nhi\u1ec7t nhanh h\u01a1n l\u1eddi xin l\u1ed7i l\u1eb7p l\u1ea1i.<\/em><\/p>\n<\/blockquote>\n

5. Cu\u1ed1i ca: g\u1ecdi ra sau b\u00e1n, c\u1eadp nh\u1eadt ticket v\u00e0 b\u00e0n giao<\/h2>\n

Bu\u1ed5i chi\u1ec1u \u0111\u1ed5i chi\u1ec1u t\u01b0\u01a1ng t\u00e1c. T\u1eeb 13h30, nh\u00e2n vi\u00ean g\u1ecdi ra theo danh s\u00e1ch: h\u1ecfi th\u0103m kh\u00e1ch v\u1eeba nh\u1eadn h\u00e0ng, nh\u1eafc l\u1ecbch b\u1ea3o h\u00e0nh, m\u1eddi tr\u1ea3 l\u1eddi kh\u1ea3o s\u00e1t. Nh\u1ecbp vi\u1ec7c d\u1ec5 ch\u1ecbu h\u01a1n bu\u1ed5i s\u00e1ng nh\u01b0ng c\u1ea7n ki\u00ean nh\u1eabn, v\u00ec t\u1ef7 l\u1ec7 kh\u00e1ch b\u1eaft m\u00e1y gi\u1edd h\u00e0nh ch\u00ednh th\u01b0\u1eddng th\u1ea5p.<\/p>\n

\u2013 Ghi ch\u00fa x\u1eed l\u00fd c\u1ea7n \u0111\u1ee7 chi ti\u1ebft \u0111\u1ec3 ca sau ti\u1ebfp nh\u1eadn m\u00e0 kh\u00f4ng ph\u1ea3i h\u1ecfi l\u1ea1i.<\/p>\n

\u2013 Ticket ch\u01b0a \u0111\u00f3ng ph\u1ea3i n\u00eau r\u00f5 \u0111ang ch\u1edd b\u1ed9 ph\u1eadn n\u00e0o v\u00e0 h\u1ea1n ph\u1ea3n h\u1ed3i ti\u1ebfp theo.<\/p>\n

\u2013 C\u00e2u h\u1ecfi m\u1edbi l\u1eb7p nhi\u1ec1u l\u1ea7n trong ng\u00e0y n\u00ean \u0111\u01b0\u1ee3c b\u1ed5 sung v\u00e0o kho k\u1ecbch b\u1ea3n.<\/p>\n

T\u1eeb kho\u1ea3ng 15h, c\u00f4ng vi\u1ec7c chuy\u1ec3n h\u1eb3n v\u1ec1 ph\u1ea7n h\u1ed3 s\u01a1, tr\u01b0\u1edbc khi t\u1ed5ng h\u1ee3p s\u1ed1 li\u1ec7u ca v\u00e0 vi\u1ebft bi\u00ean b\u1ea3n b\u00e0n giao.<\/p>\n

6. Nh\u1ecbp vi\u1ec7c thay \u0111\u1ed5i th\u1ebf n\u00e0o theo t\u1eebng k\u00eanh<\/h2>\n

C\u00f9ng m\u1ed9t \u0111\u1ea7u vi\u1ec7c, \u00e1p l\u1ef1c l\u1ea1i kh\u00e1c nhau tu\u1ef3 k\u00eanh ph\u1ee5 tr\u00e1ch. Doanh nghi\u1ec7p l\u1edbn t\u00e1ch \u0111\u1ed9i theo k\u00eanh, n\u01a1i quy m\u00f4 nh\u1ecf giao m\u1ed9t ng\u01b0\u1eddi \u00f4m c\u1ea3 b\u1ed1n. Ch\u1ecdn k\u00eanh h\u1ee3p th\u1ebf m\u1ea1nh gi\u00fap b\u1ea1n b\u1ec1n s\u1ee9c h\u01a1n.<\/p>\n

T\u1ed5ng \u0111\u00e0i tho\u1ea1i<\/h3>\n

\u00c1p l\u1ef1c \u0111\u1ebfn t\u1eeb t\u00ednh t\u1ee9c th\u1eddi: kh\u00e1ch ch\u1edd tr\u00ean m\u00e1y n\u00ean nh\u00e2n vi\u00ean v\u1eeba nghe, v\u1eeba tra c\u1ee9u, v\u1eeba n\u00f3i. M\u1ed9t ca c\u00f3 th\u1ec3 nh\u1eadn v\u00e0i ch\u1ee5c cu\u1ed9c, gi\u1ecdng n\u00f3i b\u00e0o m\u00f2n v\u1ec1 cu\u1ed1i ng\u00e0y.<\/p>\n

Live chat<\/h3>\n

K\u00eanh n\u00e0y \u0111\u00f2i h\u1ecfi t\u1ed1c \u0111\u1ed9 g\u00f5 v\u00e0 x\u1eed l\u00fd song song, v\u00ec m\u1ed9t ng\u01b0\u1eddi th\u01b0\u1eddng \u00f4m ba \u0111\u1ebfn n\u0103m h\u1ed9i tho\u1ea1i c\u00f9ng l\u00fac. B\u00f9 l\u1ea1i, chat cho ph\u00e9p d\u00e1n k\u1ecbch b\u1ea3n c\u00f3 s\u1eb5n.<\/p>\n

Email v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i<\/h3>\n

Email cho th\u1eddi gian suy ngh\u0129, nh\u01b0ng c\u00e2u tr\u1ea3 l\u1eddi ph\u1ea3i \u0111\u1ea7y \u0111\u1ee7 v\u00ec kh\u00e1ch s\u1ebd \u0111\u1ecdc l\u1ea1i. B\u00ecnh lu\u1eadn m\u1ea1ng x\u00e3 h\u1ed9i hi\u1ec3n th\u1ecb c\u00f4ng khai, n\u00ean c\u00e2u ch\u1eef c\u1ea7n c\u00e2n nh\u1eafc v\u00e0 th\u01b0\u1eddng ph\u1ea3i chuy\u1ec3n sang tin nh\u1eafn ri\u00eang \u0111\u1ec3 x\u1eed l\u00fd ti\u1ebfp.<\/p>\n

\"m\u1ed9t<\/p>\n

7. Ch\u1ec9 s\u1ed1 ca v\u00e0 nh\u1eefng t\u00ecnh hu\u1ed1ng kh\u00f3 th\u01b0\u1eddng g\u1eb7p<\/h2>\n

Cu\u1ed1i ca, nh\u00e2n vi\u00ean nh\u00ecn l\u1ea1i v\u00e0i con s\u1ed1 ph\u1ea3n \u00e1nh ch\u1ea5t l\u01b0\u1ee3ng l\u00e0m vi\u1ec7c. Ng\u01b0\u1ee1ng c\u1ee7a c\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y do t\u1eebng doanh nghi\u1ec7p t\u1ef1 \u0111\u1eb7t theo \u0111\u1eb7c th\u00f9 s\u1ea3n ph\u1ea9m, kh\u00f4ng ph\u1ea3i chu\u1ea9n ng\u00e0nh b\u1eaft bu\u1ed9c. C\u00f9ng m\u1ed9t m\u1ee9c v\u00ec th\u1ebf c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 kh\u00e1c nhau.<\/p>\n

\u2013 Th\u1eddi gian tr\u1ea3 l\u1eddi l\u1ea7n \u0111\u1ea7u cho bi\u1ebft kh\u00e1ch ch\u1edd bao l\u00e2u m\u1edbi nh\u1eadn h\u1ed3i \u0111\u00e1p.<\/p>\n

\u2013 Th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh cho bi\u1ebft m\u1ed7i t\u01b0\u01a1ng t\u00e1c t\u1ed1n bao nhi\u00eau ph\u00fat.<\/p>\n

\u2013 T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft ngay l\u1ea7n \u0111\u1ea7u \u0111o s\u1ed1 ca kh\u00e1ch kh\u1ecfi ph\u1ea3i li\u00ean h\u1ec7 l\u1ea1i.<\/p>\n

\u2013 \u0110i\u1ec3m h\u00e0i l\u00f2ng CSAT v\u00e0 ch\u1ec9 s\u1ed1 \u0111o kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u NPS thu t\u1eeb kh\u1ea3o s\u00e1t sau \u0111\u00f3.<\/p>\n

\u2013 S\u1ed1 ticket t\u1ed3n cu\u1ed1i ca cho th\u1ea5y kh\u1ed1i l\u01b0\u1ee3ng chuy\u1ec3n sang nh\u00f3m tr\u1ef1c sau.<\/p>\n

B\u00ean c\u1ea1nh con s\u1ed1, m\u1ed7i ca th\u01b0\u1eddng c\u00f3 t\u00ecnh hu\u1ed1ng l\u00e0m x\u00e1o tr\u1ed9n k\u1ebf ho\u1ea1ch: s\u1ef1 c\u1ed1 h\u1ec7 th\u1ed1ng di\u1ec7n r\u1ed9ng khi\u1ebfn h\u00e0ng tr\u0103m kh\u00e1ch g\u1ecdi c\u00f9ng l\u00fac, ho\u1eb7c cao \u0111i\u1ec3m khuy\u1ebfn m\u00e3i \u0111\u1ea9y l\u01b0u l\u01b0\u1ee3ng t\u0103ng nhi\u1ec1u l\u1ea7n. C\u00e1ch x\u1eed l\u00fd ph\u1ee5 thu\u1ed9c kinh nghi\u1ec7m v\u00e0 quy tr\u00ecnh n\u1ed9i b\u1ed9.<\/p>\n

\n

L\u1eddi khuy\u00ean cho ng\u01b0\u1eddi m\u1edbi v\u00e0o ca<\/strong><\/p>\n

\u2013 H\u00e3y d\u00e0nh m\u01b0\u1eddi ph\u00fat \u0111\u1ea7u ca \u0111\u1ecdc k\u1ef9 b\u00e0n giao tr\u01b0\u1edbc khi b\u1eaft m\u00e1y.<\/p>\n

\u2013 T\u1ef1 l\u1eadp s\u1ed5 tay ri\u00eang ghi t\u00ecnh hu\u1ed1ng kh\u00f3 v\u00e0 c\u00e1ch b\u1ea1n \u0111\u00e3 x\u1eed l\u00fd.<\/p>\n

\u2013 Tranh th\u1ee7 v\u00e0i ph\u00fat gi\u1eefa hai cu\u1ed9c g\u1ecdi c\u0103ng \u0111\u1ec3 l\u1ea5y l\u1ea1i nh\u1ecbp th\u1edf.<\/p>\n<\/div>\n

8. C\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p<\/h2>\n

1. Nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 ph\u1ea3i l\u00e0m ca \u0111\u00eam kh\u00f4ng?<\/em><\/strong><\/p>\n

\u0110i\u1ec1u n\u00e0y ph\u1ee5 thu\u1ed9c m\u00f4 h\u00ecnh v\u1eadn h\u00e0nh. \u0110\u01a1n v\u1ecb ch\u1ec9 h\u1ed7 tr\u1ee3 gi\u1edd h\u00e0nh ch\u00ednh th\u00ec l\u00e0m ca ng\u00e0y, c\u00f2n ng\u00e2n h\u00e0ng, vi\u1ec5n th\u00f4ng hay th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed ph\u1ee5c v\u1ee5 li\u00ean t\u1ee5c s\u1ebd chia ca xoay g\u1ed3m ca \u0111\u00eam.<\/p>\n

2. M\u1ed9t ng\u00e0y x\u1eed l\u00fd bao nhi\u00eau y\u00eau c\u1ea7u l\u00e0 h\u1ee3p l\u00fd?<\/em><\/strong><\/p>\n

Kh\u00f4ng c\u00f3 con s\u1ed1 chung. \u0110\u1ed9i t\u1ed5ng \u0111\u00e0i x\u1eed l\u00fd s\u1ef1 v\u1ee5 \u0111\u01a1n gi\u1ea3n c\u00f3 th\u1ec3 nh\u1eadn v\u00e0i ch\u1ee5c cu\u1ed9c m\u1ed7i ca, c\u00f2n nh\u00f3m k\u1ef9 thu\u1eadt chuy\u00ean s\u00e2u ch\u1ec9 v\u00e0i ca.<\/p>\n

3. Ng\u01b0\u1eddi m\u1edbi c\u1ea7n bao l\u00e2u \u0111\u1ec3 quen v\u1edbi nh\u1ecbp m\u1ed9t ca tr\u1ef1c?<\/em><\/strong><\/p>\n

Ph\u1ea7n l\u1edbn doanh nghi\u1ec7p b\u1ed1 tr\u00ed m\u1ed9t t\u1edbi hai tu\u1ea7n \u0111\u00e0o t\u1ea1o s\u1ea3n ph\u1ea9m v\u00e0 k\u1ecbch b\u1ea3n, sau \u0111\u00f3 cho tr\u1ef1c k\u00e8m. Th\u1eddi gian quen vi\u1ec7c dao \u0111\u1ed9ng v\u00e0i tu\u1ea7n \u0111\u1ebfn v\u00e0i th\u00e1ng.<\/p>\n

T\u00f3m l\u1ea1i, m\u1ed9t ng\u00e0y l\u00e0m vi\u1ec7c c\u1ee7a ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong> v\u1eadn h\u00e0nh theo nh\u1ecbp kh\u00e1 r\u00f5: \u0111\u1ea7u ca nh\u1eadn b\u00e0n giao v\u00e0 gi\u1ea3i ph\u00f3ng h\u00e0ng ch\u1edd, gi\u1eefa ca \u0111\u1ed1i m\u1eb7t cu\u1ed9c g\u1ecdi c\u00f9ng khi\u1ebfu n\u1ea1i leo thang, cu\u1ed1i ca g\u1ecdi ra v\u00e0 ch\u1ed1t h\u1ed3 s\u01a1. Hi\u1ec3u tr\u01b0\u1edbc timeline n\u00e0y gi\u00fap b\u1ea1n chu\u1ea9n b\u1ecb t\u00e2m th\u1ebf th\u1ef1c t\u1ebf h\u01a1n, thay v\u00ec h\u00ecnh dung ngh\u1ec1 ch\u1ec9 g\u00f3i g\u1ecdn trong vi\u1ec7c tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi c\u1ee7a kh\u00e1ch.<\/p>\n

N\u1ed9i dung trong b\u00e0i mang t\u00ednh tham kh\u1ea3o, d\u1ef1a tr\u00ean m\u00f4 h\u00ecnh v\u1eadn h\u00e0nh ph\u1ed5 bi\u1ebfn. Khung gi\u1edd, c\u00f4ng c\u1ee5 v\u00e0 ch\u1ec9 s\u1ed1 theo d\u00f5i kh\u00e1c nhau gi\u1eefa t\u1eebng \u0111\u01a1n v\u1ecb, n\u00ean b\u1ea1n h\u00e3y \u0111\u1ed1i chi\u1ebfu m\u00f4 t\u1ea3 c\u00f4ng vi\u1ec7c th\u1ef1c t\u1ebf n\u01a1i \u1ee9ng tuy\u1ec3n.<\/em><\/p>\n

Minh An<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Nhi\u1ec1u b\u1ea1n m\u1edbi v\u00e0o ngh\u1ec1 h\u00ecnh dung c\u00f4ng vi\u1ec7c ch\u1ec9 l\u00e0 nghe \u0111i\u1ec7n tho\u1ea1i v\u00e0 tr\u1ea3 l\u1eddi tin nh\u1eafn. Th\u1ef1c t\u1ebf, m\u1ed9t ng\u00e0y l\u00e0m vi\u1ec7c …<\/p>\n","protected":false},"author":58,"featured_media":28944,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17],"tags":[],"class_list":["post-29186","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tu-van-nghe-nghiep"],"_links":{"self":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/29186","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/comments?post=29186"}],"version-history":[{"count":1,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/29186\/revisions"}],"predecessor-version":[{"id":29187,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/29186\/revisions\/29187"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/media\/28944"}],"wp:attachment":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/media?parent=29186"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/categories?post=29186"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/tags?post=29186"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}