hãy để khách hàng quay trở lại - fancis hùng

8/12/2019 Hy khch hng quay tr li - Fancis Hng

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Hy khch hng quay tr li

1. B quythiutm l khch hng khi ngiao dch

2. Tm hiuv trinkhai cc phong cch dchvhuynthoi

3. Cc nguyn tcgiao tipxutscvikhch hng

4. Quy trnh giiquytphn nn cakhch hng

5. Quy tc valng khch nvui lng khch i

6. Cc nguyn tcchunmc i, ng, ngi, ni,ci.. canhn vin tipxc vikhch hng

Certified & Approved by FreshView Consultancy1


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7. K nng to dng khch hng trung thnh

thng qua giao tip.8. Cc b quyt phn u tr thnh ngi

sao trong dch v khch hng

9. Hiu v vn ha vng min trong giao tip

10. K nng s dng ngn ng tch cc

11. K nng giao tip vi ng nghip xydng tinh thn ng i vng mnh.



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1/ B quyt hiu tm l khch hng khi n giao dch ccc im ca khch hng Vit Nam



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10 c im Ni Bt Ca khch

hng Ngi Vit

1. Cn c lao ng, nhng d tha mn nn tm lhng th cn nng

2. Thng minh sng to, song ch c tnh cht iph, thiu tm t duy di hn ch ng

3. Kho lo, song khng duy tr n cng ( t quantm n s hon thin cui cng ca sn phm)

4. Va thc t va m mng, song li khng c thc nng ln thnh l lun



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hng Ngi Vit5. Ham hc hi, c kh nng tip thu nhanh, song t khi hc

n u n ui.

6. Xi li, chiu khch, song khng bn7. Tit kim, song nhiu khi hoang ph v nhng mc tiu v b (

s din, khoe khoang, thch hn i)

8. C tinh thn on kt, tng thn, tng i, song hu nhch trong nhng hon cnh kh khn, bn hn, cn trong iu

kin sng tt hn, giu c hn th tinh thn ny rt t khi xuthin

9. Yu ha bnh, nhn nhn, song nhiu khi li hiu chin, hiuthng v nhng l do lt vt, nh mt i cc.



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hng Ngi Vit

10. Thch t tp, nhng li thiu tnh lin kt

to ra sc mnh ( cng mt vic, mt ngilm th tt, ba ngi lm th km, by ngilm th hng)



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2/ Tm hiu v trin khai cc phong cch dch v huyn thoi



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2, dch v huyn thoi

Dch v huyn thoi : Nguyn tc #1

Tnh cam kt ca dch v : To ra nhng cuchuyn dch v khin ngi ta phi nhc ti cngty ca bn.

im mu cht: To ra cu chuyn

Tt hn nhiu so vi i th

Tt hn, nhanh hn v khc bit ( BFD)

8


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2, dch v huyn thoi Dch v huyn thoi : Nguyn tc #2

Bin khng hong thnh li th : Dng hot ng khi phc

dch v nh l mt cng c mnh m mang tnh chin lc khitn dng khng hong dch v thnh c hi ta sng.

im mu cht:

96% khch khng hi lng s khng phn nn

90% khch khng hi lng, nu c s la chn khc, hsn sng ri i

H cng s ni vi khong 9 ngi khc

Ngi c tri nghim dch v tt th c th s ch chia s vikhong 5 ngi m thi.

Phng tin Internet v truyn thng thm ch cn to iukin h chia s nhanh v nhiu hn na9


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2, dch v huyn thoi


Lin tc ci tin : Quyt tm bn thn v tchc ca bn phi lin tc ci tin

im mu cht: ( BFD)

K th s 1 l ng qun trn chin thng.

10


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2, dch v huyn thoi Dch v huyn thoi : Nguyn tc #4

Lng nghe

Lng nghe, v hnh ng da trn tng t khch hng,nhn vin, nh cung cp, v i th.

im mu cht

Lng nghe hon ton

Khu vc tip xc vi khch hng lun nm c iu gang din ra

Lng nghe mt cch ch ng

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2, dch v huyn thoi


Thnh vin ban lnh o bt u thc hinbng vic trao quyn cho nhn vin

im mu cht: Nh qun l khng phi l cnh st

Mi nhn vin u c gi tr ty theo cp bc cah

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2, dch v huyn thoi


Cung cp s t tr: Cung cp s t tr v chophp nhn vin linh hot v c khng gian to nn dch v huyn thoi

im mu cht Tn trng v tin tng

Khuyn khch mi ngi ng no

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2, dch v huyn thoi


o lng: o lng nng lc thc hin dch v vto ra chun theo quan im ca khch hng

im mu cht:

Nu khng th o lng th khng th qun l !

Chng ta cn o lng dch v cng nh chngta cn o lng chi ph

Tp hp kin

Phn hi cho nhn vin.

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2, dch v huyn thoi


Quy nh trch nhim ca mi ngi:Khuyn khch vic pht huy nng lc thchin dch v xut sc mi cp .

im mu cht: Thng pht ty theo nng lc

Quy nh tnh chu trch nhim ca mi ngi.

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3/ Cc nguyn tc giao tip xut sc vi khch hng

Tn trng

Tn trng Tn trng



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4/ Quy trnh gii quyt phn nn ca khch hng

1. Thu nhn thng tin

2. Th hin s cm thng3. Xin php trnh by gii php

4. Xc nh thi gian hon thnh

5. Lin lc m bo khch hng hi lng6. Lu tr v vic v bin thnh bi hc kinh

nghim



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5/ Quy tc va lng khch n vui lng khch i

Khu vc n cho

Khu vc thc hin dch v n tng sau cng



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6/ Cc nguyn tc chun mc i, ng, ngi, ni, ci.. canhn vin giao dch



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Cc t th

Ngn Ng

Thi ng phc


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Giao tip trc din

ng ln v ci cho khchCho anh/ch

Trong khi giao dch, hi ci ngi v pha

trc t s quan tm n khch hng

Khng lm vic ring khi phc v khch

ng ln, ci cho khchXin cm n, hn gp li anh/ch


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Trao vt cho khch

Lun s dng 2 tay

Nh nhng ci ngi

i vi tin mt, t tin ln khay cngvi b th


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(BEZ)

Vng giao tip an ton vi khch

- Khch n: T mt n xng c, nt o th 1- Khch nam: T mt n nt caravat

Giao tip bng mt


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Hng dn khch

Giao tip bng mt theo cchKhch hngHng cn ch Khch hng

S dng bn tay

Customers - directions - Customers


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With our customers in meetingAll actions of the Standardization Attitude

T th ng

T th ngi T th i

Cc tthchun


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T th ng chun


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Tthng

Tay nmNgn ci che l trng

t bn hng

Gt chn:Chm nhau

Mi chnM va

Gi

Khp

Hng, lng, cGi thng

Vai

M rng, gi thng

CmGi thng

MtSng

Tay phi t trn mutay tri t trc bng

Tay n

Tay nam


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Khng

nng lng

Khng quan tm

Khng lch s

Khngosture


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Khi ni chuyn vi khch hng

Khi d hi ngh, s kin

T th ngi c bn


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Tthngi cbn

Chn

Nam: Chn m rng bng vaiN: Hai chn khp .

Khong cch gia lng v ghcha mt khong trng lng

Gi:Gi vung gc

Tay

t trn i, ging t th

ng

Gng mtTi, sng

CmThng

Vai

M vai, gi thng

Hng, lng v uGi thng


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Cc tthi

Bc ngn, nhanh

nh tay : trc 300up ward, sau 150

nh tay phi trc

Mt nhn thng, mt hng ln 15


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7/ K nng to dng khch hng trung thnh thng qua giaotip.

Xy dng database khch hng

Pht huy giao tip trc tip Gi gn giao tip gin tip

khch hng quay li giao tip trc tipcc ln tip theo.

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8/ Cc b quyt phn u tr thnh ngi sao trong dch vkhch hng

Nu ti cha th lm iu v i ti s lmiu nh b theo cch ca ngi v i


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9/ Hiu v vn ha vng min trong giao tip

Bc

Trung Nam


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10/ K nng s dng ngn ng tch cc

Hnh nh trong no

Chuyn t tiu cc sang tch cc cu trccu v t ng


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11/ K nng giao tip vi ng nghip xy dng tinh thnng i vng mnh.

Yu thng

Tn trng Hy sinh

Phc v


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Phn tng thm


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Prepared by Francis Hung

MI GI KHCH HNG N VI

CHNG TA


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1, TI TO n tng tt p u tin

Ti to n tng tt p u tin Bng cch:

- Con ngi ca ti v khu vc lm vic cati

- V sinh tt c nhng ni ti t chn n


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2, TI S DNG QUY TC 15/5

Ti trn trng bt c ngi khch no tigiao tip bng cch s dng quy tc 15/5

- Cch 15 bc, Ti giao tip bng mt vmm ci

- Cch 5 bc, Ti dng li v ng sang

mt bn , bt c khi no c th gt u chokhch.


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3, TI S DNG iN THOI MT

CCH HON HO

Ti s dng dt mt cch chuyn nghip nh:

- Vi mt n ci - Tr li khng qu 3 hi chung

- S dng tn ca khch

- Ni: anh/ch vui lng ch mt cht nh

- Lun ngi gi gc my trc.


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4, TI CM N MI NGI

KHCH

Ti cm n khch bng cch ni:

- Cm n anh/ch v lin lc vi chngti

- Cm n s gp ca anh ch

- Cm n anh ch v gi in n chngti

-


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5/TI QUAN TM N T CHC

V CNG NG

TI BO V v gi gn cng ty v cngng bng cch:

- S dng cc ngun ti nguyn mt cchthng minh

- Bo tr, gn gi ti sn

- Bo co ngay lp tc khi c s c xy ra


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LUN LUN T LNG TT KHCH hng ca chng ta hi lng v lun

c n ci trn gng mt h bi v:


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6, TI LM HI LNG KHCH MT

CCH BT NG

Ti lm hi lng khch ngay c khi khngphi vic ca ti bng cch:

- Gip khch mt cch sng to

- Phc v nhng yu cu c bit hn c smong i

- Ghi ch c bit yu cu ca khch khithc hin dch v


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7/ TI TNG CNG TRI

NGHIM CHO KHCH

Ti lun hc hi nhng iu mi m vkhch v tng cng tri nghim dch v cah bng cch:

- Gii thiu dch v ca cng ty v nhngthng tin v hi tho cng ty v a phng

- K v nhng ng gp ca cng ty


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8, TI NHN LNH TRCH NHIM

Ti p ng bt c yu cu no bng cch:

- t thc hin - Theo di tin trnh vi khch

- Theo di tin trnh thc hin vi b phnca ti.


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9, TI TH HiN LNG TT

Ti th hin lng tt vi mi ngi bngcch:

- khen ngi khch

- Hi thm v dch v do cng ty cung cp

- Chc khch mt ngy tt lnh


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10, TI THC HiN TINH THN

NG I

Ti thc hin tinh thn ng i vi s hiukhch v lng tn trng

- Gip ng nghip ca ti khng cn iyu cu

- Chia s thng tin gip thc hin dch v

xut sc.


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KHCH HNG VIP

Khch hng ca chng ta c tn trng vphc v mt cch c bit v:


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11,TI LUN HC HI NHNG S

THCH RING CA KH

Ti gip khch vic s dng dch vca h thnh cng cng ty bng cch:

-on trc nhu cu

- Quan st, lng nghe v lm r nhu cu

- Thc hin nhng iu hc hi c

- Lu tr s thch ca khch hng


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12, TI THC HiN DCH V CHO

TNG C NHN Trong mi trng hp giao tip, ti phc v

theo nhu cu ring l ca tng khch bngcch:

- Cung cp thng tin chi tit v chnh xc

- Hng dn c th v chnh xc


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Ti cam kt gii quyt tt c nhng vn ca khch bng cch:

- Khng cn phi hi i hi li

- Bng cch hiu s mong i ca tngkhch hng


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14, CCH TI GiI THIU KHCH

Bng tn i vi ng nghip khc

Chia s nhng iu khch thch v quan tmvi ng nghip


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15, TI LUN HC HI THM Ti c th cung cp thng tin m kh cn

thng qua n lc lun hc hi ca ti v:

- V tr ca ti

- B phn ca ti

- Cc b phn khc


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THI V NGN NG KHCH hng ca chng ta lun hiu v

hnh vi , c ch v thi tn trng cachng ta i vi khch.


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16, TI LUN TRN SN KHU Ti lun lun trn sn khu bng cch:

- Ti mm ci - Trng ti lun sng ngi

- Ti l ngi chuyn nghip- Ti bit khngnn ch tr, S dng thut ng kh hiu,

hoc tho lun nhng vn ring t trcmt khch.


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TI THC HNH THI QUEN LM ViC AN TON

Ti thc hin thi quen lm vic an ton vlun bo co kp thi trong trng hp khncp.


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View Consultancy60

Francis Hng

Email:

[email protected]: www.freshview.vn

Cell: 0913 105 505

Hy lin h ngay Francis

Hng cho cc d n c vnv chin lc kinh doanh,hun luyn doanh nghiphay cc chng trnh dinthuyt.
mailto:[email protected]://www.freshview.vn/http://www.freshview.vn/mailto:[email protected]


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Hy chn ngi gii nht phc v

cng ty bn


hãy để khách hàng quay trở lại - fancis hùng

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