8 cps khoi phuc quan he

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Text of 8 cps khoi phuc quan he

  • 1. K nngGii quyt vn KHI PHCQUAN HTm Vit Group 1

2. Khi phc quan hTm quan trng ca quan h KHCc bc khi phc quan hGii quyt vn vi KH kh tnh 2 3. Khi phc quan hTm quan trng ca quan h KHCc bc khi phc quan hGii quyt vn vi KH kh tnh 3 4. Khch hng l "ng ch" duy nht tr lng, sa thi nhnvin, k c gim c, thm chgii th cng ty bng cch tiutin ch khc.Gim c ch l ngi thc thi mnh lnh ca khch hng.4 5. Ti sao khch hng b taNh vi nn phc vkhng tt 68%Qua i1%Chuyn ch 3%Khng thoC c c quan Bi th m n v i SP t kh c mli ko 14%5%9%5 6. Chi ph trung bnh c mtKH mi l 118,16$Chi ph trung bnh gi mtKH ch l 19,76$ 6 7. S khng hi lng ca KH Ta nhn c than phin ca 4% s KH khng hi lng v dch v 1 than phin th s c 25 ngi khc gp phi 1 KH c vn s ni vi 9-10 ngi 13% KH c vn s ni cho hn 20 ngiTheo: Technical Assistance Research Program (TARP)7 8. S khng hi lng ca KH1 KH c V c gii quyt s ni vi 5 ngiKH than phin hay tip tc mua hng: 54 - 70%: nu vn c gii quyt 95%: nu vn c gii quyt nhanh chngTheo: Technical Assistance Research Program (TARP) 8 9. Mi khi mt mt khch hng,bn s nh mt thm 250khch hng tim nng khc na. 9 10. Mua danh 3 vnBn danh 3 ng10 11. Lut dch v khch hng iu 1:Khch hng lun lun ng iu 2:Nu nghi ng, hy xem li iu mt11 12. n vi nhau ch l s khi uLm vic cng nhau l s tin bGi c nhau mi l thnh cng Henry Ford 12 13. Khi phc quan hTm quan trng ca quan h KHCc bc khi phc quan hGii quyt vn vi KH kh tnh 13 14. 4 bc phc hi1. Xin li vi s cm thng2. Phc hi dch v cp bch3. Th hin s chuc li4. Nhng vic lm tip theo14 15. 1. Xin li vi s cm thng Bt u bng vic trc tip xin li S dng nhn xng ngi s t Th hin s cm thng bng ngn t Th hin s cm thng bng phi ngn t 15 16. Li nikhng mt tin muaLa li m nicho va lng nhau 16 17. 2. Phc hi khn cp Khi c vn , KH cn gii quyt ngay Nhn vin n lc mt cch chn thnh Cng KH tm ra gii php 17 18. 3. Th hin s chuc li Chuc li l mn qu b p cho KH Chuc li tng trng th hin mong mun Chuc li bng hnh ng c th18 19. Mt b ci lkhng bngmt t ci tnh 19 20. 4. Nhng vic lm tip theo To cho KH cm gic c quan tm KH a hi p ngn nga li Thc hin cc li ha Theo di chc chn V c gii quyt20 21. Vn Hp tci tcChng ta21 22. 22 23. Khi phc quan hTm quan trng ca quan h KHCc bc khi phc quan hGii quyt vn vi KH kh tnh23 24. 9 buc gii quyt1. Gi bnh tnh v kim ch xc ng2. Tp trung vo gii php (tch)3. Lng nghe kin ca KH24 25. Lng nghe l hng bin nhtNh Nhn Nht Vng TmLun lun lng nghe, lun lun thu hiu 26 26. 9 buc gii quyt4. t cu hi lm r vn 5. Khng ph nhn cm xc ca KH6. By t s cm thng27 27. 9 bc gii quyt7.Thng nht v gii php8.Hnh ng9.Cc hnh ng tip theo28 28. Tm l khch hngBy t cm gic ca mnhBy t vi bt c aiMun vn c gii quyt29 29. Kho ming mnh ling c gng chn hng KHGt u xc nhnLun lun: D, vngGiao tip bng mt 30 30. Khng bao gi ni... Anh khng hiu... Anh nhm.... Anh sai... Anh phi... Chng ti s khng ... Chng ti khng th ...31 31. Khng gii thch,Khng ch trch,Hy a ra gii php.32 32. Cn cch no khng?Cn cch no khng?Cn cch no khng?33 33. Ta cn thnghaycng thnh cng? 34 34. Thng bunThng b i35 35. Sai nht l chngminh ngi khc sai Ngu nht l chngminh ngi khc ngu36 36. 37 37. Ngi gi gin d Dnh thi gian cho h x gin ng nghe xa tai va nghe Ghi li nhng li phn nn, chi ra Ni tn, xc nhn s quan trng ca vn Chuyn cuc gi n ngi c th gii quyt Ung mt cc nc trc khi lm vic khc38 38. Du ti bi chin trngThng ngn ngn qun chKhng bng t thng mnhChin cng y k tch Kinh Php C Bi 10339 39. Khi phc quan hTm quan trng ca quan h KHCc bc khi phc quan hGii quyt vn vi KH kh tnh40 40. Trong lc xu xa nht,ng lm vic ti t nht41