{"id":13907,"date":"2025-08-14T09:57:48","date_gmt":"2025-08-14T02:57:48","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=13907"},"modified":"2025-08-14T09:58:05","modified_gmt":"2025-08-14T02:58:05","slug":"dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/dich-vu-khach-hang\/","title":{"rendered":"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? T\u1ea7m quan tr\u1ecdng trong doanh nghi\u1ec7p"},"content":{"rendered":"\n<p>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p n\u1ed5i b\u1eadt m\u00e0 c\u00f2n x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh v\u1eefng ch\u1eafc t\u1eeb kh\u00e1ch h\u00e0ng. V\u1eady d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?L\u00e0m sao \u0111\u1ec3 mang \u0111\u1ebfn d\u1ecbch v\u1ee5 ho\u00e0n h\u1ea3o v\u00e0 th\u00fac \u0111\u1ea9y doanh thu hi\u1ec7u qu\u1ea3 cho doanh nghi\u1ec7p? C\u00f9ng <a href=\"https:\/\/base.vn\/?utm_source=base-blog&amp;utm_content=base.vn\/blog\/dich-vu-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base.vn<\/a> t\u00ecm hi\u1ec3u chi ti\u1ebft trong b\u00e0i sau.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-d\u1ecbch-v\u1ee5-khach-hang-la-gi-nbsp\">1. D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?&nbsp;<\/h2>\n\n\n\n<p><strong>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng (Customer Service)<\/strong> l\u00e0 qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc, trong, v\u00e0 sau khi h\u1ecd mua s\u1ea3n ph\u1ea9m ho\u1eb7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. \u0110\u00e2y kh\u00f4ng ch\u1ec9 l\u00e0 h\u00e0nh \u0111\u1ed9ng tr\u1ea3 l\u1eddi c\u00e2u h\u1ecfi hay gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i m\u00e0 c\u00f2n l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 doanh nghi\u1ec7p t\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Th\u1ebf n\u00e0o l\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t? D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p \u0111\u00e1p \u1ee9ng nhu c\u1ea7u m\u00e0 c\u00f2n \u0111em l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 n\u00e2ng cao thi\u1ec7n c\u1ea3m v\u00e0 khuy\u1ebfn kh\u00edch h\u1ecd quay l\u1ea1i mua h\u00e0ng trong t\u01b0\u01a1ng lai. Theo m\u1ed9t nghi\u00ean c\u1ee9u t\u1eeb Salesforce, h\u01a1n 70% kh\u00e1ch h\u00e0ng cho bi\u1ebft h\u1ecd s\u1ebd ti\u1ebfp t\u1ee5c mua h\u00e0ng t\u1eeb m\u1ed9t doanh nghi\u1ec7p n\u1ebfu nh\u1eadn \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t.<\/p>\n\n\n\n<p>T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng \u0111\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>T\u0103ng c\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng:<\/strong> D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t gi\u00fap n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u0103ng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li><strong>T\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t:<\/strong> Khi s\u1ea3n ph\u1ea9m c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u1ef1 nhau gi\u1eefa c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t.<\/li>\n\n\n\n<li><strong>Th\u00fac \u0111\u1ea9y doanh thu:<\/strong> Kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng kh\u00f4ng ch\u1ec9 quay l\u1ea1i mua s\u1eafm m\u00e0 c\u00f2n c\u00f3 th\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c, gi\u00fap doanh nghi\u1ec7p m\u1edf r\u1ed9ng t\u1ec7p kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-khach-hang-la-gi-1024x576.webp\" alt=\"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?\" class=\"wp-image-13920\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-khach-hang-la-gi-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-khach-hang-la-gi-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-khach-hang-la-gi-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-khach-hang-la-gi-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-khach-hang-la-gi.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-cac-lo\u1ea1i-hinh-d\u1ecbch-v\u1ee5-khach-hang-th\u01b0\u1eddng-g\u1eb7p\">2. C\u00e1c lo\u1ea1i h\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng th\u01b0\u1eddng g\u1eb7p<\/h2>\n\n\n\n<p>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c tri\u1ec3n khai xuy\u00ean su\u1ed1t qu\u00e1 tr\u00ecnh t\u1eeb khi kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u00ecm hi\u1ec3u s\u1ea3n ph\u1ea9m cho \u0111\u1ebfn sau khi mua h\u00e0ng. T\u00f9y v\u00e0o t\u1eebng giai \u0111o\u1ea1n, doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p nh\u1eefng h\u00ecnh th\u1ee9c h\u1ed7 tr\u1ee3 kh\u00e1c nhau nh\u1eb1m <a href=\"https:\/\/base.vn\/blog\/cx-trai-nghiem-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a>. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c lo\u1ea1i h\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Giai \u0111o\u1ea1n tr\u01b0\u1edbc b\u00e1n h\u00e0ng<\/strong>: T\u1eadp trung v\u00e0o t\u01b0 v\u1ea5n, cung c\u1ea5p th\u00f4ng tin s\u1ea3n ph\u1ea9m, v\u00e0 h\u1ed7 tr\u1ee3 \u0111\u1eb7t h\u00e0ng. M\u1ee5c ti\u00eau l\u00e0 x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u00e0 gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua s\u1eafm. C\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 bao g\u1ed3m hotline, email, chatbot, ho\u1eb7c nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp.<\/li>\n\n\n\n<li><strong>Giai \u0111o\u1ea1n trong b\u00e1n h\u00e0ng<\/strong>: \u0110\u1ea3m b\u1ea3o qu\u00e1 tr\u00ecnh mua s\u1eafm di\u1ec5n ra m\u01b0\u1ee3t m\u00e0 th\u00f4ng qua c\u00e1c d\u1ecbch v\u1ee5 nh\u01b0 h\u01b0\u1edbng d\u1eabn thanh to\u00e1n, t\u01b0 v\u1ea5n s\u1ea3n ph\u1ea9m k\u1ef9 thu\u1eadt, h\u1ed7 tr\u1ee3 ch\u1ecdn s\u1ea3n ph\u1ea9m. Nh\u00e2n vi\u00ean c\u00f3 vai tr\u00f2 cung c\u1ea5p th\u00f4ng tin chi ti\u1ebft, gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc, v\u00e0 gi\u00fap kh\u00e1ch h\u00e0ng ch\u1ecdn ph\u01b0\u01a1ng th\u1ee9c thanh to\u00e1n ph\u00f9 h\u1ee3p.<\/li>\n\n\n\n<li><strong>Giai \u0111o\u1ea1n sau b\u00e1n h\u00e0ng<\/strong>: T\u1eadp trung v\u00e0o ch\u0103m s\u00f3c h\u1eadu m\u00e3i, gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc, b\u1ea3o h\u00e0nh, s\u1eeda ch\u1eefa s\u1ea3n ph\u1ea9m. C\u00e1c ho\u1ea1t \u0111\u1ed9ng nh\u01b0 h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt, \u0111\u1ed5i tr\u1ea3 s\u1ea3n ph\u1ea9m, ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft gi\u00fap duy tr\u00ec m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u00e0 gia t\u0103ng l\u00f2ng trung th\u00e0nh.<\/li>\n<\/ul>\n\n\n\n<p>Vi\u1ec7c tri\u1ec3n khai customer service xuy\u00ean su\u1ed1t gi\u00fap n\u00e2ng cao tr\u1ea3i nghi\u1ec7m, t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i, v\u00e0 t\u1ea1o l\u1ee3i th\u1ebf c\u1ea1nh tranh b\u1ec1n v\u1eefng cho doanh nghi\u1ec7p.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cac-loai-hinh-dich-vu-khach-hang-1024x576.webp\" alt=\"C\u00e1c lo\u1ea1i h\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng\" class=\"wp-image-13922\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cac-loai-hinh-dich-vu-khach-hang-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cac-loai-hinh-dich-vu-khach-hang-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cac-loai-hinh-dich-vu-khach-hang-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cac-loai-hinh-dich-vu-khach-hang-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cac-loai-hinh-dich-vu-khach-hang.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-cac-m\u1ee9c-d\u1ed9-va-ch\u1ec9-s\u1ed1-th\u01b0\u1eddng-dung-d\u1ec3-danh-gia-d\u1ecbch-v\u1ee5-khach-hang-nbsp\">3. C\u00e1c m\u1ee9c \u0111\u1ed9 v\u00e0 ch\u1ec9 s\u1ed1 th\u01b0\u1eddng d\u00f9ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng&nbsp;<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-1-m\u1ee9c-d\u1ed9-danh-gia\">3.1 M\u1ee9c \u0111\u1ed9 \u0111\u00e1nh gi\u00e1<\/h3>\n\n\n\n<p>M\u1ee9c \u0111\u1ed9 \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 kh\u00e1c nhau t\u00f9y theo t\u1eebng doanh nghi\u1ec7p, tuy nhi\u00ean th\u01b0\u1eddng \u0111\u01b0\u1ee3c ph\u00e2n chia d\u1ef1a tr\u00ean s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, theo thang \u0111o ph\u1ed5 bi\u1ebfn t\u1eeb r\u1ea5t h\u00e0i l\u00f2ng \u0111\u1ebfn kh\u00f4ng h\u00e0i l\u00f2ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u1ea5p \u0111\u1ed9 ph\u1ed5 bi\u1ebfn:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>R\u1ea5t h\u00e0i l\u00f2ng:<\/strong> \u0110\u00e2y l\u00e0 m\u1ee9c cao nh\u1ea5t, kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 ch\u0103m s\u00f3c t\u1eadn t\u00e2m v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb v\u01b0\u1ee3t tr\u1ed9i so v\u1edbi k\u1ef3 v\u1ecdng. H\u1ecd th\u01b0\u1eddng \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5 5 sao v\u00e0 s\u1eb5n s\u00e0ng gi\u1edbi thi\u1ec7u cho b\u1ea1n b\u00e8, ng\u01b0\u1eddi th\u00e2n. D\u1ecbch v\u1ee5 \u1edf m\u1ee9c n\u00e0y th\u1ec3 hi\u1ec7n s\u1ef1 chuy\u00ean nghi\u1ec7p, \u0111\u00e1p \u1ee9ng t\u1ed1t nhu c\u1ea7u, v\u00e0 th\u1eadm ch\u00ed mang l\u1ea1i tr\u1ea3i nghi\u1ec7m v\u01b0\u1ee3t tr\u1ed9i, t\u1ea1o d\u1ea5u \u1ea5n kh\u00f3 qu\u00ean.<\/li>\n\n\n\n<li><strong>H\u00e0i l\u00f2ng (T\u1ed1t):<\/strong> D\u1ecbch v\u1ee5 \u1edf m\u1ee9c h\u00e0i l\u00f2ng \u0111\u00e1p \u1ee9ng \u0111\u1ea7y \u0111\u1ee7 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t, ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3. \u0110\u00e2y l\u00e0 m\u1ee9c d\u1ecbch v\u1ee5 m\u00e0 nhi\u1ec1u doanh nghi\u1ec7p h\u01b0\u1edbng \u0111\u1ebfn \u0111\u1ec3 duy tr\u00ec s\u1ef1 trung th\u00e0nh v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c (4 sao).<\/li>\n\n\n\n<li><strong>B\u00ecnh th\u01b0\u1eddng:<\/strong> \u0110\u00e2y l\u00e0 m\u1ee9c trung b\u00ecnh, th\u1ec3 hi\u1ec7n d\u1ecbch v\u1ee5 ch\u1ec9 d\u1eebng l\u1ea1i \u1edf m\u1ee9c \u0111\u1ee7, kh\u00f4ng c\u00f3 y\u1ebfu t\u1ed1 n\u1ed5i b\u1eadt nh\u01b0ng c\u0169ng kh\u00f4ng g\u00e2y th\u1ea5t v\u1ecdng. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 kh\u00f4ng c\u1ea3m th\u1ea5y b\u1ea5t m\u00e3n, nh\u01b0ng c\u0169ng kh\u00f4ng c\u00f3 l\u00fd do c\u1ee5 th\u1ec3 \u0111\u1ec3 quay l\u1ea1i. \u0110\u00e1nh gi\u00e1 th\u01b0\u1eddng n\u1eb1m \u1edf m\u1ee9c 3 sao, th\u1ec3 hi\u1ec7n s\u1ef1 ch\u1ea5p nh\u1eadn nh\u01b0ng c\u1ea7n c\u1ea3i thi\u1ec7n h\u01a1n.<\/li>\n\n\n\n<li><strong>Kh\u00f4ng h\u00e0i l\u00f2ng:<\/strong> D\u1ecbch v\u1ee5 \u1edf m\u1ee9c n\u00e0y ch\u01b0a \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng, g\u00e2y ra s\u1ef1 th\u1ea5t v\u1ecdng cho kh\u00e1ch h\u00e0ng. Ph\u1ea3n h\u1ed3i c\u00f3 th\u1ec3 ch\u1eadm, kh\u00f4ng ch\u00ednh x\u00e1c, ho\u1eb7c thi\u1ebfu s\u1ef1 h\u1ed7 tr\u1ee3. Kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u00e1nh gi\u00e1 \u1edf m\u1ee9c 2 sao v\u00e0 c\u00f3 th\u1ec3 \u0111\u1ec3 l\u1ea1i c\u00e1c ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c, \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn uy t\u00edn c\u1ee7a doanh nghi\u1ec7p.<\/li>\n\n\n\n<li><strong>T\u1ec7:<\/strong> \u0110\u00e2y l\u00e0 m\u1ee9c th\u1ea5p nh\u1ea5t, th\u1ec3 hi\u1ec7n s\u1ef1 kh\u00f4ng h\u00e0i l\u00f2ng tr\u1ea7m tr\u1ecdng. Kh\u00e1ch h\u00e0ng g\u1eb7p nhi\u1ec1u v\u1ea5n \u0111\u1ec1, kh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ea7n thi\u1ebft ho\u1eb7c g\u1eb7p tr\u1ea3i nghi\u1ec7m ti\u00eau c\u1ef1c. H\u1ecd th\u01b0\u1eddng \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5 1 sao, k\u00e8m theo nh\u1eefng b\u00ecnh lu\u1eadn ch\u1ec9 tr\u00edch, l\u00e0m gi\u1ea3m \u0111\u00e1ng k\u1ec3 uy t\u00edn v\u00e0 g\u00e2y t\u1ed5n h\u1ea1i \u0111\u1ebfn danh ti\u1ebfng doanh nghi\u1ec7p.<\/li>\n<\/ul>\n\n\n\n<p>Vi\u1ec7c hi\u1ec3u v\u00e0 ph\u00e2n lo\u1ea1i c\u00e1c m\u1ee9c \u0111\u1ed9 n\u00e0y gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng theo d\u00f5i, \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 tri\u1ec3n khai c\u00e1c bi\u1ec7n ph\u00e1p c\u1ea3i ti\u1ebfn nh\u1eb1m n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 t\u1ed1t \u0111\u1eb9p v\u1edbi h\u1ecd.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/muc-do-danh-gia-dich-vu-khach-hang-1024x576.webp\" alt=\"M\u1ee9c \u0111\u1ed9 \u0111\u00e1nh gi\u00e1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng\" class=\"wp-image-13924\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/muc-do-danh-gia-dich-vu-khach-hang-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/muc-do-danh-gia-dich-vu-khach-hang-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/muc-do-danh-gia-dich-vu-khach-hang-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/muc-do-danh-gia-dich-vu-khach-hang-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/muc-do-danh-gia-dich-vu-khach-hang.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-2-ch\u1ec9-s\u1ed1-danh-gia\">3.2 Ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1<\/h3>\n\n\n\n<p>\u0110\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, c\u00e1c doanh nghi\u1ec7p th\u01b0\u1eddng \u00e1p d\u1ee5ng m\u1ed9t s\u1ed1 ch\u1ec9 s\u1ed1 ti\u00eau chu\u1ea9n, m\u1ed7i ch\u1ec9 s\u1ed1 ph\u1ea3n \u00e1nh m\u1ed9t kh\u00eda c\u1ea1nh quan tr\u1ecdng trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 ch\u1ec9 s\u1ed1 ph\u1ed5 bi\u1ebfn:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong><a href=\"https:\/\/base.vn\/blog\/csat-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">CSAT (Customer Satisfaction Score)<\/a> &#8211; \u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><br>\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua kh\u1ea3o s\u00e1t v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 c\u1ea3m nh\u1eadn t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li><strong><a href=\"https:\/\/base.vn\/blog\/nps-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">NPS (Net Promoter Score)<\/a> &#8211; \u0110i\u1ec3m s\u1ed1 thi\u1ec7n c\u1ea3m<\/strong><br>\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 trung th\u00e0nh v\u00e0 kh\u1ea3 n\u0103ng kh\u00e1ch h\u00e0ng gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p, cho bi\u1ebft s\u1ef1 h\u00e0i l\u00f2ng d\u00e0i h\u1ea1n v\u00e0 kh\u1ea3 n\u0103ng lan truy\u1ec1n th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n\n\n\n<li><strong>FCR (First Contact Resolution) &#8211; T\u1ef7 l\u1ec7 gi\u1ea3i quy\u1ebft l\u1ea7n ti\u1ebfp x\u00fac \u0111\u1ea7u ti\u00ean<\/strong><br>\u0110\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 ngay trong l\u1ea7n ti\u1ebfp x\u00fac \u0111\u1ea7u ti\u00ean, ph\u1ea3n \u00e1nh hi\u1ec7u qu\u1ea3 c\u1ee7a b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li><strong>CRR (Customer Retention Rate) &#8211; T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/strong><br>\u0110o l\u01b0\u1eddng kh\u1ea3 n\u0103ng duy tr\u00ec kh\u00e1ch h\u00e0ng qua th\u1eddi gian, th\u1ec3 hi\u1ec7n m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p.<\/li>\n\n\n\n<li><strong><a href=\"https:\/\/base.vn\/blog\/churn-rate\/\" target=\"_blank\" rel=\"noreferrer noopener\">Churn Rate<\/a> &#8211; T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf<\/strong><br>Ph\u1ea3n \u00e1nh s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, c\u1ea3nh b\u00e1o v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ea7n c\u1ea3i thi\u1ec7n.<\/li>\n\n\n\n<li><strong><a href=\"https:\/\/base.vn\/blog\/clv-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">CLV (Customer Lifetime Value)<\/a> &#8211; Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng<\/strong><br>\u0110\u00e1nh gi\u00e1 t\u1ed5ng gi\u00e1 tr\u1ecb m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 mang l\u1ea1i cho doanh nghi\u1ec7p trong su\u1ed1t th\u1eddi gian s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u chi\u1ebfn l\u01b0\u1ee3c kinh doanh.<\/li>\n\n\n\n<li><strong>CSTA (Customer Service Time Average) &#8211; Th\u1eddi gian ph\u1ea3n h\u1ed3i trung b\u00ecnh<\/strong><br>\u0110o l\u01b0\u1eddng th\u1eddi gian trung b\u00ecnh m\u00e0 doanh nghi\u1ec7p c\u1ea7n \u0111\u1ec3 ph\u1ea3n h\u1ed3i y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, th\u1ec3 hi\u1ec7n m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 v\u00e0 t\u00f4n tr\u1ecdng th\u1eddi gian c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<p>Nh\u1eefng ch\u1ec9 s\u1ed1 tr\u00ean cung c\u1ea5p c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 hi\u1ec7u qu\u1ea3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, gi\u00fap doanh nghi\u1ec7p \u0111\u1ecbnh h\u01b0\u1edbng c\u00e1c c\u1ea3i ti\u1ebfn v\u00e0 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>\u0110\u1ecdc th\u00eam:<\/strong> <a href=\"https:\/\/base.vn\/blog\/customer-centric\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Centric l\u00e0 g\u00ec? T\u01b0 duy l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-cac-y\u1ebfu-t\u1ed1-quan-tr\u1ecdng-d\u1ec3-t\u1ea1o-nen-ch\u1ea5t-l\u01b0\u1ee3ng-d\u1ecbch-v\u1ee5-tuy\u1ec7t-v\u1eddi\">4. C\u00e1c y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 t\u1ea1o n\u00ean ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 tuy\u1ec7t v\u1eddi<\/h2>\n\n\n\n<p>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi m\u00e0 c\u00f2n gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh. \u0110\u1ec3 x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec d\u1ecbch v\u1ee5 xu\u1ea5t s\u1eafc, doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o c\u00e1c y\u1ebfu t\u1ed1 sau:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-1-d\u1ecbch-v\u1ee5-chuyen-nghi\u1ec7p-nbsp\">4.1 D\u1ecbch v\u1ee5 chuy\u00ean nghi\u1ec7p&nbsp;<\/h3>\n\n\n\n<p>S\u1ef1 chuy\u00ean nghi\u1ec7p trong d\u1ecbch v\u1ee5 kh\u00f4ng ch\u1ec9 \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua t\u00e1c phong m\u00e0 c\u00f2n th\u00f4ng qua c\u00e1ch doanh nghi\u1ec7p hi\u1ec3u v\u00e0 n\u1eafm b\u1eaft nhu c\u1ea7u kh\u00e1ch h\u00e0ng. \u0110\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t, nh\u00e2n vi\u00ean c\u1ea7n ph\u1ea3i:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Hi\u1ec3u r\u00f5 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5:<\/strong> Nh\u00e2n vi\u00ean c\u1ea7n c\u00f3 ki\u1ebfn th\u1ee9c chuy\u00ean s\u00e2u v\u1ec1 s\u1ea3n ph\u1ea9m \u0111\u1ec3 t\u01b0 v\u1ea5n ch\u00ednh x\u00e1c, \u0111\u00e1p \u1ee9ng \u0111\u00fang nhu c\u1ea7u kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y gi\u00fap t\u1ea1o s\u1ef1 tin t\u01b0\u1edfng v\u00e0 t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i \u0111\u01a1n h\u00e0ng.<\/li>\n\n\n\n<li><strong>Kh\u1ea3 n\u0103ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 t\u1ed1t:<\/strong> Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3. Kh\u1ea3 n\u0103ng nh\u1eadn bi\u1ebft v\u1ea5n \u0111\u1ec1, n\u1eafm b\u1eaft t\u00ecnh hu\u1ed1ng v\u00e0 \u0111\u01b0a ra ph\u01b0\u01a1ng \u00e1n x\u1eed l\u00fd k\u1ecbp th\u1eddi s\u1ebd gi\u00fap doanh nghi\u1ec7p t\u1ea1o \u1ea5n t\u01b0\u1ee3ng t\u1ed1t v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li><strong>Th\u1eddi gian gi\u1ea3i quy\u1ebft nhanh ch\u00f3ng:<\/strong> Th\u1eddi gian x\u1eed l\u00fd c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 quan tr\u1ecdng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 chuy\u00ean nghi\u1ec7p. Nhanh ch\u00f3ng, ch\u00ednh x\u00e1c s\u1ebd gi\u1ea3m thi\u1ec3u s\u1ef1 th\u1ea5t v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5.<\/li>\n\n\n\n<li><strong>K\u1ef9 n\u0103ng giao ti\u1ebfp t\u1ed1t:<\/strong> Nh\u00e2n vi\u00ean c\u1ea7n c\u00f3 kh\u1ea3 n\u0103ng l\u1eafng nghe, di\u1ec5n \u0111\u1ea1t r\u00f5 r\u00e0ng v\u00e0 s\u1eed d\u1ee5ng ng\u00f4n ng\u1eef ph\u00f9 h\u1ee3p \u0111\u1ec3 t\u1ea1o thi\u1ec7n c\u1ea3m. <a href=\"https:\/\/base.vn\/blog\/ky-nang-giao-tiep\/\" target=\"_blank\" rel=\"noreferrer noopener\">K\u1ef9 n\u0103ng giao ti\u1ebfp<\/a> hi\u1ec7u qu\u1ea3 gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng v\u00e0 \u0111\u1ed3ng c\u1ea3m.<\/li>\n<\/ul>\n\n\n\n<p>\u0110\u1ec3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 chuy\u00ean nghi\u1ec7p, doanh nghi\u1ec7p n\u00ean t\u1eadp trung v\u00e0o \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 ki\u1ebfn th\u1ee9c s\u1ea3n ph\u1ea9m v\u00e0 k\u1ef9 n\u0103ng m\u1ec1m, c\u0169ng nh\u01b0 \u00e1p d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a qu\u00e1 tr\u00ecnh x\u1eed l\u00fd.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-chuyen-nghiep-1024x576.webp\" alt=\"D\u1ecbch v\u1ee5 chuy\u00ean nghi\u1ec7p\" class=\"wp-image-13928\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-chuyen-nghiep-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-chuyen-nghiep-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-chuyen-nghiep-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-chuyen-nghiep-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/dich-vu-chuyen-nghiep.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-2-thai-d\u1ed9-nhan-vien\">4.2 Th\u00e1i \u0111\u1ed9 nh\u00e2n vi\u00ean<\/h3>\n\n\n\n<p>Th\u00e1i \u0111\u1ed9 c\u1ee7a nh\u00e2n vi\u00ean ch\u00ednh l\u00e0 &#8220;b\u1ed9 m\u1eb7t&#8221; c\u1ee7a d\u1ecbch v\u1ee5. M\u1ed9t nh\u00e2n vi\u00ean nhi\u1ec7t t\u00ecnh, th\u00e2n thi\u1ec7n v\u00e0 bi\u1ebft l\u1eafng nghe s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng v\u00e0 quan t\u00e2m. Th\u00e1i \u0111\u1ed9 kh\u00f4ng ch\u1ec9 th\u1ec3 hi\u1ec7n qua n\u1ee5 c\u01b0\u1eddi hay l\u1eddi ch\u00e0o m\u00e0 c\u00f2n qua c\u00e1ch l\u1eafng nghe, s\u1ef1 ki\u00ean nh\u1eabn v\u00e0 c\u00e1ch gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>L\u1eafng nghe v\u00e0 \u0111\u1ed3ng c\u1ea3m<\/strong>: Kh\u1ea3 n\u0103ng l\u1eafng nghe s\u00e2u s\u1eafc gi\u00fap nh\u00e2n vi\u00ean th\u1ea5u hi\u1ec3u nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 lo l\u1eafng c\u1ee7a kh\u00e1ch h\u00e0ng. Vi\u1ec7c \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u00e0 c\u00f2n x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 tin c\u1eady.<\/li>\n\n\n\n<li><strong>Ch\u1ec9n chu v\u00e0 l\u1ecbch s\u1ef1<\/strong>: M\u1ed9t t\u00e1c phong chuy\u00ean nghi\u1ec7p \u0111i \u0111\u00f4i v\u1edbi s\u1ef1 ch\u1ec9n chu v\u1ec1 h\u00ecnh th\u1ee9c v\u00e0 c\u00e1ch giao ti\u1ebfp. \u0110i\u1ec1u n\u00e0y mang l\u1ea1i \u1ea5n t\u01b0\u1ee3ng t\u1ed1t ngay t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u00ean ti\u1ebfp x\u00fac.<\/li>\n\n\n\n<li><strong>Thi\u1ec7n ch\u00ed h\u1ed7 tr\u1ee3<\/strong>: Th\u00e1i \u0111\u1ed9 s\u1eb5n s\u00e0ng gi\u00fap \u0111\u1ee1 v\u00e0 t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p cho kh\u00e1ch h\u00e0ng l\u00e0 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i trong vi\u1ec7c x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 t\u1ed1t. Nh\u00e2n vi\u00ean kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 ng\u01b0\u1eddi cung c\u1ea5p th\u00f4ng tin m\u00e0 c\u00f2n l\u00e0 ng\u01b0\u1eddi \u0111\u1ed3ng h\u00e0nh v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<p>\u0110\u1ecbnh k\u1ef3 t\u1ed5 ch\u1ee9c c\u00e1c kh\u00f3a \u0111\u00e0o t\u1ea1o v\u1ec1 k\u1ef9 n\u0103ng m\u1ec1m, ki\u1ebfn th\u1ee9c s\u1ea3n ph\u1ea9m, v\u00e0 k\u1ef9 n\u0103ng x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng cho nh\u00e2n vi\u00ean. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 n\u00e2ng cao hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c m\u00e0 c\u00f2n x\u00e2y d\u1ef1ng m\u1ed9t h\u00ecnh \u1ea3nh doanh nghi\u1ec7p chuy\u00ean nghi\u1ec7p trong m\u1eaft kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-3-kh\u1ea3-nang-h\u1ed7-tr\u1ee3-m\u1ecdi-luc-m\u1ecdi-n\u01a1i\">4.3 Kh\u1ea3 n\u0103ng h\u1ed7 tr\u1ee3 m\u1ecdi l\u00fac m\u1ecdi n\u01a1i<\/h3>\n\n\n\n<p>Trong k\u1ef7 nguy\u00ean s\u1ed1, kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 li\u00ean t\u1ee5c, kh\u00f4ng gi\u00e1n \u0111o\u1ea1n, v\u00e0 tr\u00ean nhi\u1ec1u k\u00eanh kh\u00e1c nhau. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng to\u00e0n di\u1ec7n v\u00e0 linh ho\u1ea1t.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>H\u1ed7 tr\u1ee3 \u0111a k\u00eanh<\/strong>: \u0110\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u \u0111a d\u1ea1ng c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n cung c\u1ea5p nhi\u1ec1u k\u00eanh h\u1ed7 tr\u1ee3 nh\u01b0: hotline, email, chat tr\u1ef1c ti\u1ebfp tr\u00ean website, m\u1ea1ng x\u00e3 h\u1ed9i, v\u00e0 c\u00e1c n\u1ec1n t\u1ea3ng nh\u1eafn tin. M\u1ed7i k\u00eanh \u0111\u1ec1u ph\u1ea3i \u0111\u1ea3m b\u1ea3o s\u1ef1 th\u1ed1ng nh\u1ea5t v\u1ec1 th\u00f4ng tin v\u00e0 ph\u1ea3n h\u1ed3i k\u1ecbp th\u1eddi, gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng l\u1ef1a ch\u1ecdn ph\u01b0\u01a1ng th\u1ee9c li\u00ean l\u1ea1c ph\u00f9 h\u1ee3p nh\u1ea5t.<\/li>\n\n\n\n<li><strong>H\u1ed7 tr\u1ee3 24\/7<\/strong>: Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1eb7p ph\u1ea3i v\u1ea5n \u0111\u1ec1 b\u1ea5t k\u1ef3 l\u00fac n\u00e0o, v\u00e0 kh\u1ea3 n\u0103ng h\u1ed7 tr\u1ee3 ngo\u00e0i gi\u1edd h\u00e0nh ch\u00ednh s\u1ebd t\u1ea1o ra s\u1ef1 kh\u00e1c bi\u1ec7t l\u1edbn. M\u1ed9t d\u1ecbch v\u1ee5 lu\u00f4n s\u1eb5n s\u00e0ng ph\u1ea3n h\u1ed3i kh\u00f4ng ch\u1ec9 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng m\u00e0 c\u00f2n t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 tin t\u01b0\u1edfng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<p>S\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ed9ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o theo d\u00f5i t\u1eebng v\u1ea5n \u0111\u1ec1 t\u1eeb l\u00fac ti\u1ebfp nh\u1eadn \u0111\u1ebfn khi gi\u1ea3i quy\u1ebft, gi\u1ea3m thi\u1ec3u sai s\u00f3t, th\u1eddi gian ch\u1edd \u0111\u1ee3i v\u00e0 t\u0103ng t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-4-cac-gia-tr\u1ecb-b\u1ed5-sung\">4.4 C\u00e1c gi\u00e1 tr\u1ecb b\u1ed5 sung<\/h3>\n\n\n\n<p>D\u1ecbch v\u1ee5 t\u1ed1t kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u00e0 c\u00f2n \u1edf kh\u1ea3 n\u0103ng mang l\u1ea1i nh\u1eefng gi\u00e1 tr\u1ecb gia t\u0103ng cho kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 \u0111i\u1ec3m nh\u1ea5n gi\u00fap doanh nghi\u1ec7p n\u1ed5i b\u1eadt h\u01a1n so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng trung th\u00e0nh<\/strong>: Vi\u1ec7c x\u00e2y d\u1ef1ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh tri \u00e2n nh\u01b0 \u01b0u \u0111\u00e3i \u0111\u1eb7c bi\u1ec7t, qu\u00e0 t\u1eb7ng sinh nh\u1eadt, hay nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1ed9c \u0111\u00e1o d\u00e0nh ri\u00eang cho kh\u00e1ch h\u00e0ng trung th\u00e0nh gi\u00fap t\u1ea1o ra m\u1ed1i quan h\u1ec7 b\u1ec1n ch\u1eb7t v\u00e0 gia t\u0103ng s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li><strong>\u01afu \u0111\u00e3i v\u00e0o c\u00e1c d\u1ecbp \u0111\u1eb7c bi\u1ec7t<\/strong>: Nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i v\u00e0o c\u00e1c ng\u00e0y l\u1ec5, k\u1ef7 ni\u1ec7m kh\u00f4ng ch\u1ec9 thu h\u00fat s\u1ef1 ch\u00fa \u00fd m\u00e0 c\u00f2n mang \u0111\u1ebfn c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c quan t\u00e2m v\u00e0 ghi nh\u1edb. Kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c coi tr\u1ecdng khi doanh nghi\u1ec7p d\u00e0nh nh\u1eefng \u01b0u \u0111\u00e3i c\u00e1 nh\u00e2n h\u00f3a, ph\u00f9 h\u1ee3p v\u1edbi s\u1edf th\u00edch ho\u1eb7c l\u1ecbch s\u1eed mua s\u1eafm c\u1ee7a h\u1ecd.<\/li>\n<\/ul>\n\n\n\n<p>T\u1eadn d\u1ee5ng c\u00f4ng ngh\u1ec7 ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 n\u1eafm b\u1eaft xu h\u01b0\u1edbng v\u00e0 <a href=\"https:\/\/base.vn\/blog\/hanh-vi-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">h\u00e0nh vi kh\u00e1ch h\u00e0ng<\/a>, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra nh\u1eefng \u0111i\u1ec1u ch\u1ec9nh k\u1ecbp th\u1eddi. \u0110\u1ecbnh k\u1ef3 tri\u1ec3n khai c\u00e1c kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng \u0111\u1ec3 thu th\u1eadp th\u00f4ng tin ph\u1ea3n h\u1ed3i th\u1ef1c t\u1ebf, gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m c\u1ea7n c\u1ea3i thi\u1ec7n trong d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>\u0110\u1ecdc th\u00eam:<\/strong> <a href=\"https:\/\/base.vn\/blog\/khach-hang-muc-tieu\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau l\u00e0 g\u00ec? C\u00e1ch x\u00e1c \u0111\u1ecbnh v\u00e0 ph\u00e2n t\u00edch ch\u00ednh x\u00e1c<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-vi-d\u1ee5-v\u1ec1-d\u1ecbch-v\u1ee5-khach-hang-t\u1ed1t\">5. V\u00ed d\u1ee5 v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t<\/h2>\n\n\n\n<p>Vinamilk, th\u01b0\u01a1ng hi\u1ec7u s\u1eefa h\u00e0ng \u0111\u1ea7u t\u1ea1i Vi\u1ec7t Nam, l\u00e0 m\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh v\u1ec1 doanh nghi\u1ec7p lu\u00f4n ch\u00fa tr\u1ecdng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p c\u1ee7a Vinamilk \u0111\u00e3 gi\u00fap h\u1ecd kh\u00f4ng ch\u1ec9 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i m\u00e0 c\u00f2n thu h\u00fat \u0111\u01b0\u1ee3c nhi\u1ec1u kh\u00e1ch h\u00e0ng m\u1edbi. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u0111i\u1ec3m n\u1ed5i b\u1eadt trong quy tr\u00ecnh n\u00e0y:<\/p>\n\n\n\n<p><strong>\u0110a d\u1ea1ng k\u00eanh ti\u1ebfp nh\u1eadn ph\u1ea3n h\u1ed3i<\/strong><\/p>\n\n\n\n<p>Vinamilk lu\u00f4n s\u1eb5n s\u00e0ng l\u1eafng nghe kh\u00e1ch h\u00e0ng qua nhi\u1ec1u k\u00eanh kh\u00e1c nhau nh\u01b0 hotline, email, m\u1ea1ng x\u00e3 h\u1ed9i, v\u00e0 website ch\u00ednh th\u1ee9c. \u0110i\u1ec1u n\u00e0y gi\u00fap doanh nghi\u1ec7p d\u1ec5 d\u00e0ng ti\u1ebfp c\u1eadn \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u00e0 k\u1ecbp th\u1eddi.<\/p>\n\n\n\n<p><strong>X\u1eed l\u00fd v\u00e0 ph\u00e2n lo\u1ea1i ph\u1ea3n h\u1ed3i hi\u1ec7u qu\u1ea3<\/strong><\/p>\n\n\n\n<p>M\u1ecdi ph\u1ea3n h\u1ed3i \u0111\u1ec1u \u0111\u01b0\u1ee3c Vinamilk ph\u00e2n lo\u1ea1i r\u00f5 r\u00e0ng: t\u1eeb v\u1ea5n \u0111\u1ec1 li\u00ean quan \u0111\u1ebfn s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 \u0111\u1ebfn giao h\u00e0ng v\u00e0 h\u1eadu m\u00e3i. Vi\u1ec7c ph\u00e2n lo\u1ea1i ch\u00ednh x\u00e1c gi\u00fap Vinamilk x\u1eed l\u00fd ph\u1ea3n h\u1ed3i \u0111\u00fang c\u00e1ch, \u0111\u00fang ng\u01b0\u1eddi v\u00e0 kh\u00f4ng b\u1ecf s\u00f3t b\u1ea5t k\u1ef3 y\u00eau c\u1ea7u n\u00e0o c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p><strong>Gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng<\/strong><\/p>\n\n\n\n<p>Vinamilk \u0111\u1eb7t s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u b\u1eb1ng c\u00e1ch gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 th\u00e2n thi\u1ec7n. Nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n \u0111\u1ec3 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng linh ho\u1ea1t, \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi v\u00e0 gi\u1ea3i ph\u00e1p h\u1ee3p l\u00fd.<\/p>\n\n\n\n<p><strong>\u0110\u00e1nh gi\u00e1 v\u00e0 c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c<\/strong><\/p>\n\n\n\n<p>Kh\u00f4ng d\u1eebng l\u1ea1i \u1edf vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1, Vinamilk c\u00f2n th\u01b0\u1eddng xuy\u00ean thu th\u1eadp \u00fd ki\u1ebfn sau m\u1ed7i l\u1ea7n h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. Th\u00f4ng tin n\u00e0y gi\u00fap doanh nghi\u1ec7p li\u00ean t\u1ee5c c\u1ea3i ti\u1ebfn quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p><strong>T\u0103ng c\u01b0\u1eddng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/strong><\/p>\n\n\n\n<p>Vinamilk lu\u00f4n c\u1ed1 g\u1eafng t\u1ea1o m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u1edbi kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i, khuy\u1ebfn m\u00e3i v\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. S\u1ef1 ch\u0103m s\u00f3c t\u1eadn t\u00ecnh n\u00e0y gi\u00fap Vinamilk x\u00e2y d\u1ef1ng l\u00f2ng tin v\u00e0 s\u1ef1 trung th\u00e0nh t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng, t\u1ea1o ra m\u1ed9t c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng g\u1eafn k\u1ebft.<\/p>\n\n\n\n<p><strong>K\u1ebft qu\u1ea3 \u0111\u1ea1t \u0111\u01b0\u1ee3c<\/strong><\/p>\n\n\n\n<p>Nh\u1edd quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3, Vinamilk \u0111\u00e3 \u0111\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng k\u1ebft qu\u1ea3 \u1ea5n t\u01b0\u1ee3ng nh\u01b0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>T\u0103ng \u0111\u1ed9 h\u00e0i l\u00f2ng<\/strong> c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 nhanh ch\u00f3ng.<\/li>\n\n\n\n<li><strong>Duy tr\u00ec \u0111\u01b0\u1ee3c l\u00f2ng trung th\u00e0nh<\/strong> c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u00fap gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng chuy\u1ec3n sang \u0111\u1ed1i th\u1ee7.<\/li>\n\n\n\n<li><strong>T\u0103ng doanh thu v\u00e0 doanh s\u1ed1 b\u00e1n h\u00e0ng<\/strong> th\u00f4ng qua vi\u1ec7c \u0111\u00e1p \u1ee9ng k\u1ecbp th\u1eddi nhu c\u1ea7u kh\u00e1ch h\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 t\u1ed1t \u0111\u1eb9p.<\/li>\n<\/ul>\n\n\n\n<p>Ch\u00ednh nh\u1edd nh\u1eefng n\u1ed7 l\u1ef1c trong quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, Vinamilk \u0111\u00e3 kh\u1eb3ng \u0111\u1ecbnh v\u1ecb th\u1ebf h\u00e0ng \u0111\u1ea7u c\u1ee7a m\u00ecnh tr\u00ean th\u1ecb tr\u01b0\u1eddng s\u1eefa Vi\u1ec7t Nam v\u00e0 t\u1ea1o ra l\u1ee3i th\u1ebf c\u1ea1nh tranh b\u1ec1n v\u1eefng.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-k\u1ebft-lu\u1eadn-nbsp\">6. K\u1ebft lu\u1eadn&nbsp;<\/h2>\n\n\n\n<p>Hy v\u1ecdng b\u00e0i vi\u1ebft tr\u00ean \u0111\u00e3 gi\u00fap b\u1ea1n hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 th\u1ebf n\u00e0o l\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t v\u00e0 c\u00e1c y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 t\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u00e0 th\u00fac \u0111\u1ea9y doanh thu cho doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>N\u1ebfu doanh nghi\u1ec7p mu\u1ed1n n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed1i \u01b0u quy tr\u00ecnh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng n\u00e2ng cao tr\u1ea3i nghi\u1ec7m, ph\u1ea7n m\u1ec1m c\u1ee7a <a href=\"https:\/\/base.vn\/app\/workflow?utm_source=base-blog&amp;utm_content=base.vn\/blog\/dich-vu-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base Workflow<\/a> ch\u00ednh l\u00e0 gi\u1ea3i ph\u00e1p l\u00fd t\u01b0\u1edfng cho b\u1ea1n. V\u1edbi nh\u1eefng t\u00ednh n\u0103ng n\u1ed5i b\u1eadt nh\u01b0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Qu\u1ea3n l\u00fd t\u1ea5t c\u1ea3 y\u00eau c\u1ea7u: Gi\u00fap b\u1ea1n theo d\u00f5i v\u00e0 gi\u1ea3i quy\u1ebft m\u1ecdi v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3.<\/li>\n\n\n\n<li>T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh<strong>:<\/strong> Ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c cho \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean b\u1eb1ng c\u00e1ch t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c t\u00e1c v\u1ee5 l\u1eb7p l\u1ea1i.<\/li>\n\n\n\n<li>L\u01b0u tr\u1eef th\u00f4ng tin: D\u1ec5 d\u00e0ng l\u01b0u tr\u1eef v\u00e0 truy xu\u1ea5t m\u1ecdi th\u00f4ng tin, t\u1eeb l\u1ecbch s\u1eed giao d\u1ecbch \u0111\u1ebfn c\u00e1c y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3, t\u1ea1o n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc cho vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>B\u00e1o c\u00e1o chi ti\u1ebft v\u00e0 ph\u00e2n t\u00edch: Cung c\u1ea5p c\u00e1c b\u00e1o c\u00e1o chi ti\u1ebft v\u1ec1 hi\u1ec7u qu\u1ea3 d\u1ecbch v\u1ee5, gi\u00fap b\u1ea1n \u0111\u00e1nh gi\u00e1 v\u00e0 c\u1ea3i ti\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<p>V\u1edbi Base, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 t\u1ed1i \u01b0u quy tr\u00ecnh h\u1ed7 tr\u1ee3 m\u00e0 c\u00f2n n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u1ea1o ra nh\u1eefng \u1ea5n t\u01b0\u1ee3ng t\u1ed1t v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/base.vn\/app\/workflow?utm_source=base-blog&amp;utm_content=base.vn\/blog\/dich-vu-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"469\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/08\/Base-Workflow-1024x469.webp\" alt=\"Base Workflow\" class=\"wp-image-10631\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/08\/Base-Workflow-1024x469.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/08\/Base-Workflow-300x138.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/08\/Base-Workflow-768x352.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/08\/Base-Workflow-1536x704.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/08\/Base-Workflow.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure><\/div>","protected":false},"excerpt":{"rendered":"<p>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p n\u1ed5i b\u1eadt m\u00e0 c\u00f2n x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh v\u1eefng ch\u1eafc t\u1eeb kh\u00e1ch h\u00e0ng. V\u1eady d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?L\u00e0m sao \u0111\u1ec3 mang \u0111\u1ebfn d\u1ecbch v\u1ee5 ho\u00e0n h\u1ea3o v\u00e0 th\u00fac \u0111\u1ea9y doanh thu hi\u1ec7u qu\u1ea3 cho doanh nghi\u1ec7p? C\u00f9ng Base.vn t\u00ecm hi\u1ec3u chi [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":13919,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[21],"tags":[],"ppma_author":[55],"class_list":["post-13907","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc-kinh-doanh"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.4 (Yoast SEO v24.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? T\u1ea7m quan tr\u1ecdng trong doanh nghi\u1ec7p<\/title>\n<meta name=\"description\" content=\"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec v\u00e0 t\u1ea1i sao n\u00f3 l\u1ea1i quan tr\u1ecdng \u0111\u1ebfn v\u1eady \u0111\u1ed1i v\u1edbi s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p? T\u00ecm hi\u1ec3u ngay.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/base.vn\/blog\/dich-vu-khach-hang\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? 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