{"id":1441,"date":"2022-03-16T15:49:39","date_gmt":"2022-03-16T15:49:39","guid":{"rendered":"https:\/\/migoda.vn\/ky-nang-ban-hang-15-cach-giai-quyet-khach-che-gia-cao-1647445774"},"modified":"2023-04-20T06:24:23","modified_gmt":"2023-04-20T06:24:23","slug":"xu-ly-khach-hang-che-mac-1647445774","status":"publish","type":"post","link":"https:\/\/migoda.vn\/blog\/xu-ly-khach-hang-che-mac-1647445774\/","title":{"rendered":"5 b\u01b0\u1edbc \u0111\u1ec3 x\u1eed l\u00fd kh\u00e1ch h\u00e0ng ch\u00ea m\u1eafc – L\u00e0m sao \u0111\u1ec3 b\u00e1n \u0111\u01b0\u1ee3c h\u00e0ng?"},"content":{"rendered":"
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Khi kh\u00e1ch h\u00e0ng ch\u00ea m\u1eafc ph\u1ea3i l\u00e0m sao \u0111\u1ec3 b\u00e1n \u0111\u01b0\u1ee3c h\u00e0ng\u00a0c\u1ea7n r\u1ea5t nhi\u1ec1u k\u1ef9 n\u0103ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1ch\u00a0x\u1eed l\u00fd khi kh\u00e1ch h\u00e0ng ch\u00ea gi\u00e1 \u0111\u1eaft<\/strong>\u00a0\u0111\u00e2y l\u00e0 m\u1ed9t “c\u00f4ng th\u1ee9c” chung \u00e1p d\u1ee5ng cho t\u1ea5t c\u1ea3 c\u00e1c t\u00ecnh hu\u1ed1ng, b\u1ea1n c\u1ea7n v\u1eadn d\u1ee5ng linh ho\u1ea1t v\u00e0 uy\u1ec3n chuy\u1ec3n trong t\u1eebng tr\u01b0\u1eddng h\u1ee3p. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 chi ti\u1ebft c\u00e1c b\u01b0\u1edbc, b\u1ea1n nh\u1edb n\u1eafm th\u1eadt ch\u1eafc nh\u00e9!<\/span><\/p>\n

—\u00a0Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng<\/strong>\u00a0KiotViet chia s\u1ebb \u0111\u1ebfn b\u1ea1n ki\u1ebfn th\u1ee9c h\u1eefu \u00edch —<\/span><\/p>\n

B\u01b0\u1edbc 1: Im l\u1eb7ng, l\u1eafng nghe ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng v\u1edbi th\u00e1i \u0111\u1ed9 t\u00f4n tr\u1ecdng.<\/strong><\/span><\/h2>\n

Kh\u00f4ng ri\u00eang g\u00ec \u1edf ng\u00e0nh b\u00e1n h\u00e0ng, m\u00e0 im re l\u1eafng nghe v\u1edbi th\u00e1i \u0111\u1ed9 t\u00f4n tr\u1ecdng c\u00f2n \u0111\u01b0\u1ee3c nhi\u1ec1u chuy\u00ean vi\u00ean khuy\u00ean d\u00f9ng \u0111\u1ec3 c\u00e1c b\u1ea1n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 v\u1eadn d\u1ee5ng v\u1edbi h\u1ea7u h\u1ebft c\u00e1c th\u1ef1c tr\u1ea1ng trong \u0111\u1eddi s\u1ed1ng. Ch\u00ednh cho n\u00ean v\u00ec th\u1ebf im re, l\u1eafng nghe ph\u1ea3n h\u1ed3i ng\u01b0\u1eddi mua v\u1edbi th\u00e1i \u0111\u1ed9 t\u00f4n tr\u1ecdng l\u00e0 c\u00e1ch gi\u1ea3i quy\u1ebft v\u00e0 x\u1eed l\u00fd khi n\u1ebfu ng\u01b0\u1eddi mua ch\u00ea gi\u00e1 \u0111\u1eaft .<\/span><\/p>\n

\"T\u01b0<\/span><\/p>\n

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B\u1ea1n \u0111ang \u0111\u1ecdc: 5 b\u01b0\u1edbc \u0111\u1ec3 x\u1eed l\u00fd kh\u00e1ch h\u00e0ng ch\u00ea m\u1eafc – L\u00e0m sao \u0111\u1ec3 b\u00e1n \u0111\u01b0\u1ee3c h\u00e0ng?<\/a><\/span><\/p>\n<\/div>\n

\u00d4ng John Browne, nguy\u00ean T\u1ed5ng Gi\u00e1m \u0111\u1ed1c c\u1ee7a t\u1eadp \u0111o\u00e0n l\u1edbn d\u1ea7u kh\u00ed BP \u0111\u00e3 t\u1eebng n\u00f3i : \u201c ph\u1ea3i bi\u1ebft n\u00f3i \u00edt nghe nhi\u1ec1u ! \u201d. R\u00e8n luy\u1ec7n k\u1ef9 n\u0103ng l\u1eafng nghe l\u00e0 c\u1ea3 m\u1ed9t th\u1ea9m m\u1ef9 v\u00e0 ngh\u1ec7 thu\u1eadt, \u0111\u00f3 kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 nghe qua, n\u00f3 y\u00ean c\u1ea7u ng\u01b0\u1eddi nghe ph\u1ea3i bi\u1ebft d\u1eef th\u1ebf ch\u1ee7 \u0111\u1ed9ng trong bu\u1ed5i tr\u00f2 chuy\u1ec7n c\u0169ng nh\u01b0 bi\u1ebft c\u00e1ch ph\u1ed1i h\u1ee3p 1 s\u1ed1 \u00edt k\u1ef9 n\u0103ng s\u1ed1ng v\u00e0 k\u0129 thu\u1eadt nh\u1ea5t \u0111\u1ecbnh.<\/span><\/p>\n

Xem x\u00e9t nh\u1eefng quan \u0111i\u1ec3m c\u1ee7a h\u1ecd th\u1eadt k\u1ef9 l\u01b0\u1ee1ng, kh\u00f4ng n\u00ean nh\u00ecn nh\u1eadn th\u1ea5p hay t\u1ecf ra coi th\u01b0\u1eddng nh\u1eefng g\u00ec b\u1ea1n \u0111ang nghe, v\u1ebb m\u1eb7t c\u0169ng kh\u00f4ng \u0111\u01b0\u1ee3c l\u1ed9 s\u1ef1 thi\u1ebfu t\u00f4n tr\u1ecdng .<\/span><\/p>\n

D\u0129 nhi\u00ean b\u1ea1n kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i \u0111\u1ed3ng \u00fd ch\u1ea5p thu\u1eadn v\u1edbi m\u1ecdi vi\u1ec7c h\u1ecd n\u00f3i, nh\u01b0ng h\u00e3y \u0111\u1ee3i cho \u0111\u1ebfn khi h\u1ecd tr\u00ecnh di\u1ec5n h\u1ebft quan \u0111i\u1ec3m c\u1ee7a m\u00ecnh. \u0110\u00f3 l\u00e0 b\u01b0\u1edbc c\u01a1 b\u1ea3n ti\u00ean phong r\u00fat ng\u1eafn kho\u1ea3ng c\u00e1ch gi\u1eefa b\u1ea1n v\u00e0 ng\u01b0\u1eddi mua, \u0111\u1ec3 qua \u0111\u00f3 ng\u01b0\u1eddi mua d\u1ea7n c\u1edfi m\u1edf h\u01a1n trong y\u1ebfu t\u1ed1 c\u1ee7a h\u1ecd v\u00e0 b\u1ea1n nh\u1edd \u0111\u00f3 m\u00e0 \u0111\u1ecbnh ra \u0111\u01b0\u1ee3c gi\u1ea3i ph\u00e1p gi\u1ea3i quy\u1ebft v\u00e0 x\u1eed l\u00fd ti\u1ebfp theo .N\u00f3i \u0111\u01a1n thu\u1ea7n, khi b\u1ea1n \u0111ang t\u1ef1 h\u1ecfi ” n\u00ean l\u00e0m g\u00ec khi ng\u01b0\u1eddi mua ch\u00ea v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng lo\u1ea1i s\u1ea3n ph\u1ea9m, Chi ti\u00eau ” b\u01b0\u1edbc ti\u00ean phong \u0111\u00f3 ch\u00ednh l\u00e0 kh\u00f4ng l\u00e0m g\u00ec c\u1ea3 ngo\u00e0i l\u1eafng nghe .<\/span><\/p>\n

Xem th\u00eam: 6 B\u00cd QUY\u1ebeT chi\u1ebfm tr\u1ecdn s\u1ef1 TIN Y\u00caU n\u01a1i kh\u00e1ch h\u00e0ng<\/b><\/span><\/p>\n

Xem th\u00eam:\u00a0<\/b>M\u1eabu Excel qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p cho c\u1eeda h\u00e0ng<\/strong><\/span><\/p>\n

B\u01b0\u1edbc 2: H\u00e3y xoa d\u1ecbu s\u1ef1 n\u1ed5i n\u00f3ng, nghi ng\u1edd c\u1ee7a kh\u00e1ch h\u00e0ng.<\/strong><\/span><\/h2>\n

S\u1ef1 \u0111\u1ed3ng c\u1ea3m quan tr\u1ecdng h\u01a1n s\u1ef1 l\u1ecbch s\u1ef1 v\u00e0 trang nh\u00e3, \u0111\u00f3 l\u00e0 th\u1ea9m m\u1ef9 v\u00e0 ngh\u1ec7 thu\u1eadt l\u00e0m gi\u1ea3m n\u1ed7i bu\u1ed3n c\u1ee7a ai \u0111\u00f3 b\u1eb1ng c\u00e1ch khi\u1ebfn h\u1ecd c\u1ea3m th\u1ea5y c\u1ea3m h\u1ee9ng c\u1ee7a h\u1ecd l\u00e0 d\u1ec5 hi\u1ec3u v\u00e0 ” \u0111\u00fang ” trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y. S\u1ef1 c\u1ea3m th\u00f4ng cho m\u1ed9t ng\u01b0\u1eddi \u0111ang kh\u00f4ng ni\u1ec1m h\u1ea1nh ph\u00fac th\u1ea5y r\u1eb1ng b\u1ea1n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec h\u1ecd c\u1ea3m th\u1ea5y. <\/span><\/p>\n

V\u1eady v\u00ec sao t\u1ea5t c\u1ea3 ch\u00fang ta l\u1ea1i th\u01b0\u1eddng tr\u00e1nh m\u1eb7t s\u1ef1 c\u1ea3m th\u00f4ng ? Ch\u00fang ta tr\u00e1nh n\u00f3 b\u1edfi ta s\u1ee3 b\u1ecb nh\u1ea7m l\u1eabn \u0111\u1ed3ng c\u1ea3m v\u1edbi th\u1eeba nh\u1eadn h\u00e0nh vi sai l\u1ea7m .Ch\u00fang ta lo \u00e2u n\u1ebfu m\u00ecnh th\u1eeba nh\u1eadn s\u1ef1 t\u1ee9c gi\u1eadn c\u1ee7a ng\u01b0\u1eddi mua, ta \u0111ang \u0111\u1ed5 l\u1ed7i cho ch\u00ednh m\u00ecnh v\u00e0 l\u00e0m x\u1ea5u h\u00ecnh \u1ea3nh c\u00f4ng ty. V\u1eady t\u1ea5t c\u1ea3 ch\u00fang ta ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 \u0111\u1ed3ng c\u1ea3m v\u1edbi c\u1ea3m x\u00fac x\u1ea5u \u0111i c\u1ee7a ng\u01b0\u1eddi mua v\u00e0 gi\u1eef b\u00ecnh t\u0129nh, bi\u1ebft l\u1eafng nghe, v\u1eadn d\u1ee5ng ng\u00f4n t\u1eeb khung h\u00ecnh, t\u00edch c\u1ef1c c\u1ea3m th\u00f4ng … l\u00e0 nh\u1eefng m\u1eb9o \u0111\u1ec3 gi\u00fap b\u1ea1n \u0111\u1ed1i ph\u00f3 khi ng\u01b0\u1eddi mua kh\u00f3 ch\u1ecbu .<\/span><\/p>\n

\"XoaXoa d\u1ecbu s\u1ef1 n\u1ed5i n\u00f3ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/p>\n

Qua \u0111\u00f3 h\u00e3y xoa d\u1ecbu s\u1ef1 n\u1ed5i n\u00f3ng, ho\u00e0i nghi c\u1ee7a ng\u01b0\u1eddi mua, b\u1ea1n h\u00e3y tin r\u1eb1ng b\u1eb1ng th\u00e1i \u0111\u1ed9 ch\u00e2n th\u00e0nh c\u1ee7a m\u00ecnh b\u1ea1n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 h\u00f3a gi\u1ea3i t\u00ecnh th\u1ebf kh\u00f3 kh\u0103n v\u1ea5t v\u1ea3 \u0111\u00f3 v\u00e0 h\u01b0\u1edbng c\u00e2u truy\u1ec7n \u201c n\u1ebfu ng\u01b0\u1eddi mua ch\u00ea gi\u00e1 \u0111\u1eaft \u201d \u0111\u1ebfn h\u1ed3i k\u1ebft c\u00f3 l\u1ee3i nh\u1ea5t cho m\u1ed9t nh\u00e2n vi\u00ean c\u1ea5p d\u01b0\u1edbi b\u00e1n h\u00e0ng nh\u01b0 b\u1ea1n. T\u1eeb \u0111\u00f3 ch\u1ee9ng minh v\u00e0 kh\u1eb3ng \u0111\u1ecbnh th\u00eam m\u1ed9t b\u01b0\u1edbc m\u1edbi v\u1ec1 s\u1ef1 chuy\u00ean nghi\u1ec7p c\u1ee7a b\u1ea1n trong m\u1eaft nh\u1eefng ng\u01b0\u1eddi mua kh\u00f4ng d\u1ec5 chi\u1ec1u .<\/span><\/p>\n

\u0110\u1ec3 ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 ch\u1ed1t marketing th\u00e0nh c\u00f4ng xu\u1ea5t s\u1eafc khi ng\u01b0\u1eddi mua ch\u00ea \u0111\u1eaft th\u00ec b\u1ea1n c\u0169ng c\u1ea7n \u0111\u1eb7t m\u00ecnh v\u00e0o th\u1ef1c tr\u1ea1ng c\u1ee7a ng\u01b0\u1eddi mua \u0111\u1ec3 hi\u1ec3u h\u1ecd t\u1eeb \u0111\u00f3 m\u1edbi ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 l\u00fd gi\u1ea3i v\u00e0 \u0111\u01b0a ra h\u00e0nh vi ti\u1ebfp theo .<\/span><\/p>\n

B\u01b0\u1edbc 3: X\u00e1c \u0111\u1ecbnh nguy\u00ean nh\u00e2n<\/strong><\/span><\/h2>\n

B\u01b0\u1edbc ti\u1ebfp theo \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u00e0 x\u1eed l\u00fd khi ng\u01b0\u1eddi mua ch\u00ea gi\u00e1 \u0111\u00f3 ch\u00ednh l\u00e0 ph\u1ea3i x\u00e1c l\u1eadp nguy\u00ean do. Khi \u0111\u01b0\u01a1ng \u0111\u1ea7u v\u1edbi m\u1ed9t y\u1ebfu t\u1ed1, m\u1ed9t nh\u00e0 nghi\u00ean c\u1ee9u v\u00e0 ph\u00e2n t\u00edch gi\u1ecfi c\u1ea7n bi\u1ebft l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 xu th\u1ebf v\u00e0 gi\u1ea3i quy\u1ebft y\u1ebfu t\u1ed1 \u0111\u00f3 tri\u1ec7t \u0111\u1ec3. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3 c\u1ea7n ph\u1ea3i nh\u00ecn nh\u1eadn \u0111\u00fang chu\u1ea9n y\u1ebfu t\u1ed1, nghi\u00ean c\u1ee9u v\u00e0 ph\u00e2n t\u00edch \u0111\u01b0\u1ee3c v\u1eeba \u0111\u1ee7 c\u00e1c nguy\u00ean do, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p .<\/span><\/p>\n

Tuy nhi\u00ean n\u1ebfu ch\u1ec9 nh\u00ecn nh\u1eadn y\u1ebfu t\u1ed1 theo c\u1ea3m t\u00ednh, nh\u00ecn nh\u1eadn d\u1ef1a tr\u00ean c\u00e1c y\u1ebfu t\u1ed1 m\u1eb7t ph\u1eb3ng th\u00ec r\u1ea5t d\u1ec5 b\u1ecf s\u00f3t c\u00e1c nguy\u00ean do n\u1ec1n t\u1ea3ng v\u00e0 quan tr\u1ecdng, d\u1eabn \u0111\u1ebfn c\u00e1c quy\u1ebft \u0111\u1ecbnh h\u00e0nh \u0111\u1ed9ng h\u1eddi h\u1ee3t, thi\u1ebfu tri\u1ec7t \u0111\u1ec3.<\/span><\/p>\n

Xem th\u00eam: [H\u01b0\u1edbng d\u1eabn] 10 t\u00ecnh hu\u1ed1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u01b0\u1eddng g\u1eb7p<\/b><\/span><\/p>\n

Xem th\u00eam:\u00a0<\/b>M\u1eabu Excel qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p cho c\u1eeda h\u00e0ng<\/strong><\/span><\/p>\n

Do v\u1eady, n\u1ebfu ng\u01b0\u1eddi mua ch\u00ea gi\u00e1 \u0111\u1eaft b\u1ea1n c\u1ea7n h\u1ecfi kh\u00e1ch t\u1ea1i sao l\u1ea1i ngh\u0129 l\u00e0 gi\u00e1 \u0111\u1eaft ? T\u00ecm hi\u1ec3u \u0111\u00fang nguy\u00ean do v\u00ec \u0111i\u1ec1u quan tr\u1ecdng \u0111\u1ec3 b\u1ea1n gi\u1ea3i quy\u1ebft v\u00e0 x\u1eed l\u00fd t\u1ed1t tr\u01b0\u1eddng h\u1ee3p khi ng\u01b0\u1eddi mua ch\u00ea \u0111\u1eaft \u0111\u00f3 l\u00e0 c\u1ea7n t\u00ecm \u0111\u00fang nguy\u00ean do t\u1ea1i sao th\u00ec m\u1edbi gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c ph\u00e0n n\u00e0n c\u1ee7a ng\u01b0\u1eddi mua .<\/span><\/p>\n

C\u1ea7n ph\u1ea3i \u0111\u1eb7t ra nh\u1eefng c\u00e2u h\u1ecfi mang t\u00ednh bao qu\u00e1t v\u00e0 ch\u0103m s\u00f3c t\u1edbi ng\u01b0\u1eddi mua nh\u01b0 : \u201c B\u1ea1n \u0111ang do d\u1ef1 v\u1ec1 gi\u00e1 lo\u1ea1i s\u1ea3n ph\u1ea9m qu\u00e1 cao hay l\u00e0 v\u00ec nguy\u00ean do n\u00e0o kh\u00e1c ? \u201d. Ho\u1eb7c \u201c T\u1ea1i sao b\u1ea1n l\u1ea1i ngh\u0129 lo\u1ea1i s\u1ea3n ph\u1ea9m n\u00e0y c\u00f3 gi\u00e1 cao nh\u1ec9, cho m\u00ecnh bi\u1ebft nguy\u00ean do \u0111\u01a1n c\u1eed \u0111\u01b0\u1ee3c kh\u00f4ng ? \u201d<\/span><\/p>\n

\"T\u01b0<\/span><\/p>\n

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Xem th\u00eam: 10 K\u1ef9 n\u0103ng b\u00e1n h\u00e0ng m\u1ecdi nh\u00e2n vi\u00ean b\u00e1n l\u1ebb c\u1ea7n ph\u1ea3i c\u00f3 \u0111\u1ec3 kh\u00f4ng b\u1ecb \u0111\u00e0o th\u1ea3i<\/a><\/span><\/p>\n<\/div>\n

H\u00e3y gi\u1ea3i quy\u1ebft v\u00e0 x\u1eed l\u00fd nh\u1eefng y\u1ebfu t\u1ed1 \u0111\u00f3 tr\u01b0\u1edbc khi \u0111\u1ec1 c\u1eadp \u0111\u1ebfn Ng\u00e2n s\u00e1ch chi ti\u00eau v\u00ec vi\u1ec7c th\u01b0\u01a1ng l\u01b0\u1ee3ng gi\u00e1 s\u1ebd ch\u1eb3ng c\u00f3 \u00fd ngh\u0129a g\u00ec n\u1ebfu n\u00fat th\u1eaft t\u00e2m \u00fd c\u1ee7a ng\u01b0\u1eddi mua kh\u00f4ng \u0111\u01b0\u1ee3c th\u00e1o g\u1ee1 .<\/span><\/p>\n

B\u01b0\u1edbc 4: Gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/strong><\/span><\/h2>\n

B\u01b0\u1edbc 4 ch\u00ednh l\u00e0 l\u00fac b\u1ea1n \u0111\u01b0a ra c\u00e1c c\u00e2u v\u1ea5n \u0111\u00e1p khi ng\u01b0\u1eddi mua ch\u00ea \u0111\u1eaft. \u0110\u1ebfn b\u01b0\u1edbc n\u00e0y, s\u1ebd c\u00f3 c\u00e1c tr\u01b0\u1eddng h\u1ee3p nh\u01b0 sau :<\/span><\/p>\n