Giai phaphoanthiencongtacchamsockhachhangtaitrungtamathena

1. i TRNG I HC KINH T LUT KHOA QUN TR KINH DOANH CHUYN THC TP TT NGHIP GII PHP HON THIN CNG TC CHM SC KHCH HNG TI TRUNG TM O TO QUN TR MNG V AN NINH MNG QUC T ATHENA NGNH: QUN TR KINH DOANH GVHD: THS. NGUYN TH HNG GM SVTH: INH TH THY LM MSSV: K114071124

2. ii TP.HCM, thng 03/2015

3. i LI CM N Li u tin, ti xin gi li cm n n cc ging vin trng H Kinh t- Lut ni chung v ging vin khoa Qun Tr Kinh Doanh ni ring, nhng ngi c gng khng ngng ngh xy dng nhng bi hc b ch cho chng ti, khng ch l nhng bi hc l thuyt m cn l cc bi hc v k nng thc t trong bn nm hc va qua. c bit, ti xin gi li cm n chn thnh v su sc ti c Nguyn Th Hng Gm, c hng dn, gip ti hon thnh bi bo co thc tp cui kha ny. Qu trnh thc tp ti Trung tm o to qun tr mng v an ninh mng quc t Athena gip ti c c hi c tip xc vi thc t cng vic, hc hi cc nghip v chuyn mn v tip cn vi cc ngun t liu; iu gip ti rt nhiu trong vic thc hin bo co ca mnh. Ti xin gi li cm n chn thnh n Gim c Trung tm - thy V Thng, Ph gim c Trung tm ch Nguyn Khnh Minh ngi trc tip hng dn ti v ton th cc anh ch nhn vin ti Trung tm, nhng ngi gip ti nhit tnh trong thi gian thc tp v lm bo co. Vi s gip ca cc thy c, anh ch v bn b, ti hon thnh bi bo co ca mnh. Mc d c nhiu c gng song do kin thc cn hn ch, kinh nghim thc t cha nhiu nn cn nhng thiu st, rt mong thy c v anh ch ng gp kin ti hon thin bi bo co ca mnh hn na. TP.H Ch Minh, thng 3 nm 2015 Sinh vin inh Th Thy Lm

4. ii NHN XT CA N V THC TP ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ......................................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... Xc nhn ca n v thc tp

5. iii NHN XT NH GI CA GING VIN HNG DN ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... ....................................................................................................................................... Ngythngnm 2015 Ging vin hng dn

6. iv MC LC PHN M U......................................................................................................1 CHNG 1: GII THIU V TRUNG TM O TO QUN TR MNG V AN NINH MNG QUC T ATHENA...........................................................3 1.1 Gii thiu chung v Trung tm Athena.........................................................3 1.1.1 Thng tin chung......................................................................................3 1.1.2 C cu t chc v b my qun l..........................................................5 1.1.3 Khch hng v i th cnh tranh...........................................................6 1.2 Tnh hnh hot ng hin ti ca Trung tm Athena.....................................7 1.2.1 Tnh hnh hot ng kinh doanh..............................................................7 1.2.2 nh hng pht trin th trng v khch hng....................................9 CHNG 2: THC TRNG CHM SC KHCH HNG TI TRUNG TM ATHENA.................................................................................................................11 2.1 Nhng vn chung v khch hng v chm sc khch hng....................11 2.2 Thc trng hot ng chm sc khch hng ti Trung tm Athena.............12 2.2.1 Thc trng hot ng chm sc khch hng.........................................12 2.2.2 Thc trng hot ng h tr chm sc khch hng...............................16 2.3 nh gi tnh hnh chm sc khch hng ti Trung tm Athena..................18 2.3.1 Kt qu t c...................................................................................18 2.3.2 Hn ch.................................................................................................19 CHNG 3: GII PHP HON THIN CNG TC CHM SC KHCH HNG TI TRUNG TM ATHENA....................................................................21 3.1 Gii php.....................................................................................................21 3.1.1 Hon thin cng tc t chc b my chm sc khch hng...................21

7. v 3.1.2 Nng cao thc v trnh nhn vin..................................................22 3.1.3 Nng cao cht lng phc v khch hng.............................................22 3.1.4 Tng cng cc knh thng tin v chng trnh khuyn mi................23 3.1.5 Nng cp cc trang thit b v c s vt cht.......................................24 3.1.6 y mnh cng tc nghin cu th trng............................................24 3.2 a ra kin ngh..........................................................................................26

8. vi DANH SCH BNG BIU, TH, HNH V Bng: Kt qu hot ng kinh doanh ca trung tm Athena ( 2011 2013) Biu : Doanh thu, li nhun v khon np ngn sch ca Trung tm Athena (2011 2013) Hnh 1: Quy chm sc khch hng ti Trung tm Athena Hnh 2: Sinh vin thc tp ti Trung tm Athena

9. vii CH THCH CC T VIT TT AICT: hi ch cng ngh thng tin AN2S: kha hc chuyn gia an ninh mng CCNA: Cisco Certified Basic Network CEH: Certified Ethical Hacker CERC: trung tm ng cu my tnh v an ninh mng Athena SME: khi doanh nghip va v nh

10. 1 PHN M U 1. L do chn ti Cng ngh thng tin ngy cng nh hng to ln n i sng ngy nay c bit l trong cc hot ng kinh doanh, hu nh bt k hot ng no cng u s dng cc ng dng t cng ngh thng tin qun l cho doanh nghip ca mnh. Cc Trung tm an ninh mng cng v m ngy cng c tim nng trn th trng; tuy nhin, s cnh tranh cng ngy cng gay gt. Vy lm th no cc Trung tm gi chn c nhiu khch hng c v thu ht c nhiu khch hng mi ? Chm sc khch hng l mt hot ng v cng quan trng trong Marketing ca doanh nghip, i vi cc doanh nghip cung cp dch v th n li cng c ngha quyt nh hn. Hot ng chm sc khch hng tt v hiu qu s mang li ngun doanh thu quyt nh cho doanh nghip. T tm quan trng ca hot ng chm sc khch hng v vi mong mun c nghin cu v hc hi thm v vn ny nn ti chn ti: Gii php hon thin cng tc chm sc khch hng ti Trung tm o to qun tr mng v an ninh mng quc t Athena lm ti bo co cho k thc tp ny. 2. Mc tiu thc hin ti Tm hiu v thc trng cng tc chm sc khch hng v a ra mt s gii php cho Trung tm Athena nhm nng cao cht lng dch v chm sc khch hng; qua thy c c tm quan trng ca cng tc chm sc khch hng. 3. i tng phm vi nghin cu Bi bo co tp trung nghin cu chin lc chm sc khch hng ti Trung tm o to qun tr mng v an ninh mng quc t Athena. 4. Phng php nghin cu

11. 2 Thu thp s liu, tng hp, phn tch cc bo co kinh doanh ca Trung tm. Tham kho cc cc ti liu, sch bo, cc ngun t liu trn Internet. 5. B cc ti Chng 1: Gii thiu v Trung tm o to qun tr mng v an ninh mng quc t Athena. Chng 2: Thc trng chm sc khch hng ti Trung tm Athena. Chng 3: Gii php hon thin cng tc chm sc khch hng ti Trung tm Athena.

12. 3 PHN NI DUNG CHNG 1: GII THIU V TRUNG TM O TO QUN TR MNG V AN NINH MNG QUC T ATHENA 1.1 Gii thiu chung v Trung tm Athena 1.1.1 Thng tin chung Trung tm o to qun tr mng v an ninh mng quc t Athena (gi tt l Trung tm Athena) c thnh lp ngy 04 thng 10 nm 2004 theo giy php kinh doanh s 4102025253 ca S k hoch u t TP H Ch Minh. Hin nay Trung tm Athena c 3 c s: C s 1: 2 Bis inh Tin Hong, P.a Kao, Q1, TP H Ch Minh. C s 2: 92 Nguyn nh Chiu, P. a Kao, Q1, TP H Ch Minh. C s 3: 218 Thng Nht, TP Nha Trang, Tnh Khnh Ha. Trung tm Athena l ni quy t nhiu tr thc tr Vit Nam y nng ng, nhit huyt v kinh nghim trong lnh vc cng ngh thng tin. Mc d trong nhng nm u mi thnh lp Trung tm gp nhiu thch thc t th trng; song t nm 2008 n nay, cng vi s lnh o nhy bn v u c chin lc ca cc v lnh o, Trung tm dn c phc hi v pht trin. n nay, Trung tm Athena tr thnh mt trong nhng trung tm o to mng mng hng u Vit Nam, l ni o to v cung cp ngun nhn lc cng ngh thng tin ng tin cy, tng bc thc hin tng mc tiu gp phn vo xy dng s nghip tin hc ha nc nh. D gi vai tr qun l, nhng Gim c hin ti ca Trung tm ng V Thng vn dnh thi gian ng lp ging dy trong mt s chng trnh o to chuyn gia an ninh mng, thng mi in t cho doanh nghip. Vi s nng n ca Gim c Trung tm cng vi s gp sc nhit tnh ca cc cng s v nhn vin, Trung tm Athena s ngy cng tin xa hn trong lnh vc o to v cung cp gii php

13. 4 ng dng cng ngh thng tin, an ninh thng tin, an ninh thng mi in t cho cc doanh nghip. Trung tm Athena v ang tp trung ch yu vo o to, t vn v cung cp nhn lc chuyn su trong lnh vc qun tr mng, an ninh mng, thng mi in t, truyn thng x hi (Social Network) cht lng cao theo tiu chun ca cc hng ni ting nh Microsoft, Cisco, Oracle, Linux LPI, CEH, Song song , Trung tm Athena cn c nhng chng trnh o to cao cp theo n t hng dnh ring cho cc n v nh: B Quc phng, B Cng an, ngn hng, doanh nghip, cc c quan chnh ph, cc t chc ti chnh, Hin nay Trung tm Athena ang tp trung vo cc lnh vc hot ng: T chc hun luyn, o to cho cc hc vin theo lnh vc cng ngh thng tin. T vn v thc hin cc cng vic p dng cng ngh thng tin vo hot ng kinh doanh cng nh Marketing cho sn phm v dch v. Cung cp ngun nhn lc ngnh cng ngh thng tin cho cc doanh nghip, t chc. Nghin cu v nng cao kin thc ngnh cng ngh thng tin. Bn cnh , Trung tm Athena cn c nhiu chng trnh hp tc v trao i cng ngh vi nhiu trng i hc ln nh: i hc Bch Khoa Thnh ph H Ch Minh, Hc vin An ninh nhn dn, Hc vin Bu chnh vin thng, Hip hi an ton thng tin (VNISA), Vin k thut qun s, Song song vi cc hot ng o to, Trung tm Athena cn tham gia t vn ng dng cng ngh vo nng cao nng sut lao ng v cung cp nhn s cho hng ngn doanh nghip SME (khi doanh nghip va v nh). Hot ng ny c cng ng doanh nghip nh gi rt cao, mang li li ch thit thc, doanh nghip

14. 5 va c t vn cng ngh va tm c ngun nhn lc ph hp cho hot ng kinh doanh. y cng l c s cc hc vin tt nghip Athena lun c vic lm theo ng yu cu x hi. 1.1.2 C cu t chc v b my qun l S : C cu t chc v b my qun l (Ngun: Bo co kt qu hot ng kinh doanh 2013) Ban gim c: gm mt gim c iu hnh chung v ph gim c. Ban gim c c trch nhim ra chin lc hot ng tng k, tng qu, tng nm cho ton cng ty; theo di, iu hnh cng vic hng ngy, chu trch nhim trc php lut v hot ng ca cng ty. B phn hnh chnh-nhn s: b phn ny c trch nhim m bo cho cc c nhn, b phn trong cng ty thc hin ng chc nng, nhim v ca mnh v t c hiu qu cao trong cng vic; trnh cho cc b phn chng cho cng vic ca nhau. m bo cho cng tc tuyn dng nhn s c thc hin mt cch hiu qu nht, pht trin i ng cn b nhn vin theo yu cu ca cng ty.

15. 6 B phn qun l sn phm: b phn ny c trch nhim theo di danh sch cc hc vin ng k mua gi sn phm v ln lch p ng nhu cu ca khch hng; sp xp cc kha hc khng trng khp v thi gian; nhp d liu thng tin cho cng tc chm sc khch hng. B phn ti chnh k ton: tham mu cho gim c ch o, qun l, iu hnh cng tc hch ton k ton ti chnh; xc tin huy ng ti chnh v qun l cng tc u t ti chnh; thc hin, theo di cng tc tin lng, tin thng v cc khon thu nhp, chi tr theo ch i vi ngi lao ng trong cng ty; quyt ton cc chi ph hot ng, chi ph qung co v cc chi ph khc ca cng ty. B phn o to: tham mu cho gim c qun l, trin khai cc chng trnh o to, cc kha hc, chng trnh hc v qun l hc vin. B phn d n: t chc, nghin cu, qun l v gim st d n nhm m bo hon thnh ng tin , cht lng trong phm vi ngn sch duyt. B phn kinh doanh tip th: thit k tng, t chc thc hin v gim st cc hot ng marketing ca cng ty. T chc nghin cu, gim st hot ng kinh doanh, doanh s theo tng k. 1.1.3 Khch hng v i th cnh tranh 1.1.3.1 Khch hng i tng khch hng a dng, nhu cu s dng sn phm cng hon ton khc nhau. Cc i tng khch hng nh: K s, chuyn vin, k thut vin. Sinh vin i hc, Cao ng thuc tt c cc chuyn ngnh (cng hoc khng cng lnh vc cng ngh thng tin). Hc sinh tt nghip trung hc ph thng c kin thc c bn v my tnh.

16. 7 Nhng cn b qun l, kinh doanh trong mi lnh vc. Chnh v t nhu cu khch hng l tiu ch hng u nn trung tm phi lun trong trng thi n lc khng ngng ci tin. t ra cc tiu ch, thit k qung co, cch t vn c chn lc lm cho khch hng hi lng khi n vi trung tm. 1.1.2.2 i th cnh tranh Cc i th trn th trng hin nay ca trung tm Athena c th k n nh trung tm Nht Ngh, trung tm VnPro, trng cao ng ngh cng ngh thng tin ISPACE, Hc vin Quc t Cng ngh Thng tin NIIT (n ), Hc vin TalentEdge, Hc vin NetPro, Hc vin Jetking Cc trung tm v hc vin trn c o to nhng kha hc m Athena v ang o to nn h s l nhng i th cnh tranh cn quan tm ca Athena. Nm bt c nhng i th cnh tranh tim tng, Trung tm Athena c nhng chnh sch v sn phm v chnh sch v gi lm li th cnh tranh cho ring mnh. Bn cnh c c v th i vi khch hng th ngoi chin lc v gi, Athena cn y mnh hot ng Marketing nhm tip cn hiu qu n khch hng. 1.2 Tnh hnh hot ng hin ti ca Trung tm Athena 1.2.1 Tnh hnh hot ng kinh doanh Bng: Kt qu hot ng kinh doanh ca trung tm Athena ( 2011 2013) CH TIU 2011 2012 2013 n v S kho hc 110 115 120 Kho Doanh thu 2 2,1 2.4 T ng Li nhun -0,088 0,2 0.22 T ng Np ngn sch 0,04 0,056 0,069 T ng

17. 8 Biu : Doanh thu, li nhun v khon np ngn sch ca Trung tm Athena (2011 2013) Qua bng 2.1 v biu 2.1, ta thy: S lng cc kha hc ang c nhng chuyn bin tch cc v tng ln trong nm 2012 v 2013, cho thy nhu cu hc tp ngnh cng ngh thng tin ngy cng gia tng v c xu hng tng theo tng nm. l mt du hiu tt khi cng ng ngy cng quan tm v am m cng ngh thng tin. V c bit l nhiu ngi bit n Trung tm Athena hn. Ko theo l doanh thu cng tng thm. C th qua bng hot ng sn xut kinh doanh ta nhn thy doanh thu nm sau cao hn nm trc. Nm 2012 tng so vi nm 2011 l 0,1 t ng. Nm 2013 tng so vi nm 2012 l 0,3 t ng. Tuy nhin li nhun ca trung tm li khng n nh do cn ph thuc vo cc chi ph, lm pht, kinh t kh khn lm cho gi c ca cc mt hng k thut tng chng mt. Bc ngot chuyn i c cu nhn s ni b dn n vic trung tm chu l 0,088 t ng vo nm 2011. V khi c s iu chnh kp

18. 9 thi, cng nh vch ra trc k hoch, d on tnh hnh kinh t th cng ty dn dn tng trng tr li vi mc li nhun tng dn nm 2012 l 0,2 t ng n nm 2013 l 0,22 t ng. S np ngn sch mi nm ph thuc ch yu vo chnh sch thu, ph thu ca nh nc. Trung tm lun tun th theo cc chnh sch nh nc ban hnh. 1.2.2 nh hng pht trin th trng v khch hng 1.2.2.1 V th trng Tng cng qung co trn cc tp ch, bo i v internet. u t nhiu hn trong vic qung b sn phm trn cc din n ang c yu thch v tin cy. Vi tc pht trin internet ti Vit Nam hin nay, vi s dn ang s dng internet l 39,8 triu ngi chim 44% tng dn s c nc, s lng ny cho thy y l mt th trng tim nng cho hot ng qung b thng hiu. Trung tm s to lp nhng banner, nhng mu qung co c ni dung sc tch, hnh nh bt mt km theo nhng tin ch i km hp dn thu ht khch hng. Nhm h tr cho cc sinh vin ham hc hi, yu thch cng ngh thng tin, trung tm Athena tng cng lin kt vi cc trng i hc m ra cc cuc thi k nng, kin thc v cng ngh. C s chun b chu o, chuyn nghip hn trong vic giao lu hi tho cc trng i hc trin khai v cng tc bo mt, an ton thng tin ca cc phng tin in t, phng hng pht trin cng ngh thng tin 1.2.2.2 V khch hng Trung tm Athena c hai tr s chnh l ti TP H Ch Minh v TP Nha Trang. Trung tm s tp trung pht trin th trng ti TP H Ch Minh v y l trung tm Vn ha - Kinh t - Gio dc ca c nc, nhu cu ca khch hng a dng; t l hc vin ca Athena ti y chim n 70% (v doanh thu).

19. 10 Nm bt tm l hc vin c nhu cu ln trong nhng kha hc ngn hn, t l thuyt v tp trung nhiu vo thc hnh. Trung tm tin hnh m ra cc kha hc ngn hn vi mc vi mc hc ph thp, to cho khch hng nhiu s la chn. Nng cao cht lng dch v to nim tin v s gn b vi khch hng hin c, hng ti mc tiu quan trng l gi khch hng trung thnh s dng dch v, sn phm ca trung tm. TM TT CHNG 1 Nhn chung, Trung tm ang pht trin theo hng tch cc. Tri qua nhiu bin c trong qu trnh hnh thnh v pht trin n nay, trung tm gp rt nhiu kh khn thm ch l ng trc nguy c ph sn. Tuy nhin, cc kh khn u vt qua, nhng kt qu hot ng kinh doanh rt ng ghi nhn. Trong lnh vc o to cng ngh thng tin hin nay, Trung tm Athena c mt ch ng vng vng v c c s tin cy ca khch hng, l nh s c gng ca ton th lnh o v nhn vin ca trung tm. S hoch nh tt trong cc chin lc kinh doanh cng vi nhng n lc phn u khng ngng nng cao kin thc, hc hi nhng k nng ca i ng ging vin, cng nhn vin ca Trung tm. Tuy nhin, vi s bin i khng ngng ca th gii hin nay, mi ri ro u c th xy ra, v th Trung tm cn khng ngng a ra cc chin lc pht trin hp l pht trin chung vi xu th ton cu, c bit l trong chin lc chm sc khch hng.

20. 11 CHNG 2: THC TRNG CHM SC KHCH HNG TI TRUNG TM ATHENA Hnh 1: Quy chm sc khch hng ti Trung tm Athena 2.1 Nhng vn chung v khch hng v chm sc khch hng Khch hng l mt tp hp nhng c nhn, nhm ngi, doanh nghip c nhu cu s dng sn phm, dch v ca doanh nghip v mong mun c tha mn nhu cu ca mnh. Khch hng thng c phn chia thnh khch hng bn ngoi v khch hng ni b. Khch hng bn ngoi l nhng ngi thc hin cc giao dch vi doanh nghip, bng nhiu hnh thc: gp g trc tip, giao dch qua in thoi hay giao dch trc tuyn. y l cch hiu truyn thng v khch hng, nu khng c khch hng th doanh nghip khng th tn ti. Khch hng ni b chnh l nhng nhn vin ca doanh nghip v cc nhn vin cng chnh l nhng khch hng ca nhau.

21. 12 Chm sc khch hng l thut ng doanh nghip rt hay ni n hoc nghe ni n. Tuy nhin, hiu ng v lm ng cc cng vic ca hot ng chm sc khch hng th khng phi l doanh nghip no cng thc hin c. Chm sc khch hng l mt phn quan trng trong vic m bo thnh cng ca bt c doanh nghip no. Vic chm sc khch hng phi c thc hin ton din trn mi kha cnh ca sn phm v dch v cung cp cho khch hng. Nu ch ch trng vo sn phm, dch v th vic chm sc khch hng s khng t hiu qu. Mc d c rt nhiu cch hiu nhng im chung ni bt qua cc khi nim l lun cao khch hng, lun hng ti s tha mn cc nhu cu, mong mun ca khch hng, lm hi lng khch hng. Ni khc i, chm sc khch hng c th hiu l phc v khch hng theo cch m khch hng mong mun c phc v v lm nhng vic cn thit gi cc khch hng bn ang c. 2.2 Thc trng hot ng chm sc khch hng ti Trung tm Athena 2.2.1 Thc trng hot ng chm sc khch hng Trn th trng, nhu cu s dng sn phm cng nh s a dng v th hiu ca mi khch hng l khc nhau, c nhng hc vin c sn kin thc, hiu bit v cng ngh thng tin, v an ninh mng, v qun tr mng; cng c nhng hc vin nhng khi nim i vi h l hon ton mi m. Nm bt c nhu cu th trng, Trung tm Athena ch ng to ra mt mi trng o to khng gii hn v tui vi khch hng cng nh l khng hn ch v khong cch a l. T nhng sinh vin mong mun trang b nhng kin thc cng ngh vng vng c mt ngh nghip l tng n cc cng nhn vin mun hon thin k nng ca mnh, bt k tui tc, ngh nghip no. Bn cnh , Trung tm Athena cn m cc kha hc trc tuyn, o to t xa to c hi hc tp i vi nhng khch hng c nhu cu t hc ngay ti nh.

22. 13 Da vo nhu cu ca khch hng m Trung tm Athena phn loi khch hng theo cc cp khc nhau nhm to iu kin thun li t ra phng thc chm sc ph hp theo tng i tng khch hng. C th l: Nhm khch hng c nhn L nhng hc sinh tt nghip trung hc ph thng yu thch cng ngh; l nhng sinh vin cc trng Cao ng, i hc c nhu cu nng cao kin thc, hc hi chuyn su theo lnh vc ca mnh; l nhng ngi v ang i lm mong mun tip cn n cng vic lin quan n mng my tnhu c th tham gia cc kha hc ti Trung tm Athena. y l nhm khch hng c nhu cu v cc kha hc tng i a dng (t cc kha hc ngn hn n cc kha hc di hn,) v cng l nhm khch hng chim t trng kh cao. i vi phn nhm khch hng ny, Trung tm Athena thc hin chm sc khch hng vi hnh thc pht t ri, ly phiu thm d ca tng khch hng nhn xt v cht lng kha hc nh cng tc ging dy, mc hi lng, kin thc t c,.. t nng cao cht lng p ng nhu cu ca khch hng ngy cng tt hn. Ti cc chi nhnh ca Trung tm, khch hng c phc v tn tnh v chu o. Tt c cc gp , khiu ni v dch v c gii quyt nhanh chng, kp thi khch hng hi lng. Ngoi ra i vi nhng khch hng c nhu cu c t vn v cc kha hc cng nh thc mc trong qu trnh ging dy th i ng nhn vin lun sn lng gii p mt cch nhit tnh. Khng ch pht trin theo hng nng cao cht lng cc kha hc cho hc vin, Trung tm Athena cn lin kt o to v h tr ngh nghip cho hc vin c thnh tch tt v ham hc hi vi nhiu i tc nh: ITT Nha Trang, Bch Khoa Computer, ngn hng Sacombank, ngn hng Techcombank Nhm khch hng doanh nghip

23. 14 Trung tm khng ch o to nng cao kin thc cho khch hng l c nhn m cn lin kt o to vi cc doanh nghip nh B Quc Phng, B Cng An, cc ngn hng, cc doanh ngip ch yu l cc doanh nghip va v nh, cc c quan chnh ph, cc t chc ti chnh,c nhu cu nng cao kin thc cng ngh cho nhn vin ca mnh, Trung tm s o to theo yu cu ca doanh nghip. i vi khch hng l cc doanh nghip, c bit l cc cng ty lin quan n ngnh cng ngh (Qun tr h thng mng, An ninh mng, thit k website) th nhu cu o to l tng i kht khe. Trung tm phn cng chuyn vin t vn chu trch nhim chm sc tng i tng khch hng, v h c trnh chuyn mn cao, cn cp nht mt lng thng tin mi bt kp tin trnh cng ngh ha ngy cng pht trin. Bn cnh , Trung tm cng u tin gii quyt nhanh chng yu cu cng nh khiu ni, thc mc ca khch hng. Nhm khch hng i tc Ngoi chng trnh o to, Trung tm Athena cn c nhiu chng trnh hp tc v trao i cng ngh vi nhiu trng i hc ln nh i hc Bch khoa TP H Ch Minh, Hc vin an ninh nhn dn, Hc vin bu chnh vin thng, Hip hi an ton thng tin (VNISA), Vin k thut qun s,i tc ln ca Trung tm l bo Echip v Th gii tin hc. Trung tm thng xuyn kt hp vi hai i tc ny dy cc bui chuyn vo cc ngy ch nht hai ln mt tun nhm nng cao kin thc cng ngh cho hc vin, cc doanh nghip. Song song , Trung tm Athena cn h tr cc i tc trong vic tuyn dng nhn s. Vo cc dp l, tt, ngy k nim,Trung tm ln k hoch tng hoa, tng qu c th cho cc i tc theo tng ngy c th, trong kn hoch nu r tn i tc, ni dung qu tng. Nhm khch hng c nhn c bit Hnh 2: Sinh vin thc tp ti Trung tm Athena

24. 15 Nhm h tr cho sinh vin c mi trng thc tp, hc hi kinh nghim thc t v nhng k nng mm gip lm vic thnh cng, t hiu qu cao, gip sinh vin c c hi thc tp tt, t nh hng ngh nghip cho tng lai. Trung tm Athena t chc chng trnh tip nhn sinh vin thc tp t cc trng Cao ng, i hc c nhu cu thc tp v cc ngnh cng ngh thng tin, Marketing, Qun tr kinh doanh. Trc khi bt u thc tp, sinh vin c tham gia cc lp o to ni b min ph m bo sinh vin c th nm c quy trnh lm vic. i vi sinh vin thc tp ngnh Qun tr kinh doanh, Marketing s c o to v Online Marketing, i vi sinh vin thc tp ngnh Cng ngh thng tin s c o to

25. 16 qua kha hc Hacking & bo mt my tnh Windows. Trong qu trnh thc tp, nu th hin tt, sinh vin thc tp s c tham gia cc lp o to chuyn mn khc nh: SEO Google, Joomla, CCNA, MCSE, MCSA, x l ha,ti Trung tm Athena v cc i tc nh i hc Soongsil Hn Quc, Vinalink, khu cng ngh phn mm Quang Trung, 2.2.2 Thc trng hot ng h tr chm sc khch hng Bn hng kh, gi chn khch hng cng kh hn, l nhn nh ca hu ht cc doanh nghip trong hot ng kinh doanh ngy nay v khch hng l trung tm duy nht to ra li nhun. Ngoi vic tp trung cho cng tc chm sc khch hng, Trung tm cng n lc khng ngng trong vic u t vo cc hot ng h tr cho cng tc chm sc khch hng nh: qung co, khuyn mi, truyn thng i chngy l khu quan trng thc hin tt cc chin lc chm sc khch hng m Trung tm a ra. Qung co V hnh thc, cc loi hnh qung co ca Trung tm Athena c thc hin theo tng t khi c yu cu pht trin dch v, o to trn nhiu loi phng tin phong ph, a dng nh: Qung co trn bo i, tp ch cng ngh. Qung co thng qua cc knh truyn ti video gii thiu v Athena; cc trang web, din n cng ngh thng tin, mng x hi Facebook, blog mang tnh cht cng ng pht trin rng ri trn Internet (Wordpress, Blogspot, Yume, Zing,) Qung co trn bng rn, p phch, t ri, Khuyn mi

26. 17 Nhm khch l khch hng tim nng tham gia vo cc kha hc, ng thi h tr hc vin trong qu trnh hc, Athena a ra nhiu chng trnh khuyn mi hp dn nh: Thc tp c lng: h tr cho cc hc vin khi tham gia kha hc di hn AN2S, trong qu trnh hc, sau khi hon tt hai hc k u n hc k th ba l qu trnh thc tp c lng. Cc hc vin s c i n cc doanh nghip i tc thc tp ng thi nhn lng thc tp 1.500.000/ thng tr ln, khch l hc vin khi tham gia kha hc di hn. Gim hc ph : chia s gnh nng ti chnh cho hc vin l cc bn hc sinh, sinh vin, Trung tm Athena gim mc hc ph u i t 15 30% cho cc bn hc sinh, sinh vin khi tham gia cc kha hc. Tng hc bng : Nhm h tr cc bn hc vin c hon cnh kh khn, cu tin trong hc tp, Trung tm Athena t chc trao nhiu sut hc bng ton phn v bn phn dnh cho cc bn nu c kt qu tt trong hc tp. ng thi, Trung tm cng ti tr nhiu sut hc bng cho cc bn tham gia cc cuc thi v mng hay cc chng trnh tm hiu v my tnh v mng my tnh. Truyn thng i chng Athena l mt t chc o to ngun nhn lc cng ngh thng tin nn uy tn v hnh nh ca doanh nghip l mt yu t quan trng to nn s thnh cng cho doanh nghip. Truyn thng l mt cng c mnh m trong thi i kinh doanh ngy nay, n to nim tin, thu ht s ch ca cng chng mt cch mnh m nu c u t mt cch ton din v ng n. Mt s hnh thc c Trung tm p dng trong pht trin kinh doanh v xy dng uy tn cho doanh nghip nh:

27. 18 Tham gia cc hi ch, trin lm chuyn ngnh nh hi ch cng ngh thng tin AICT, hi ch ngy hi vic lm (c t chc ti cc trng i hc, Cao ng trn a bn TP H Ch Minh) nh vo i tng khch hng mc tiu ca Trung tm l hc sinh sinh vin. Tham gia ti tr cho cc hi thi cng ngh thng tin vi t cch l nh ti tr chnh thc nh hi thi Hc thut Cisco c t chc ti trng i hc cng ngh thng tin TP H Ch Minh, cc hi thi Tm hiu v my tnh, lm bn vi my tnh v nhiu cuc thi khc vi vai tr l nh ng ti tr nh hi thi Bo mt mng v phng chng ni gin ca Bch khoa Computer t chc. Ngoi ra Trung tm cng t chc nhiu bui hi tho chuyn dnh cho hc sinh sinh vin ti c s ca Trung tm Athena nh hi tho chuyn bo mt mng my tnh, hi tho chuyn phc hi d liu,nhm gip cho cc bn hc vin nm chc cc vn hc, ng thi to c hnh nh tt p, t a hnh nh ca Trung tm n vi nhiu i tng khch hng tim nng. 2.3 nh gi tnh hnh chm sc khch hng ti Trung tm Athena 2.3.1 Kt qu t c Cc phng ban c s phi hp cht ch, to dng nn mt tp th thng nht, cng c gng v mc tiu s hi lng ca khch hng l trn ht thng qua cc quy trnh lm vic c tnh h thng v ng bin linh ng. Nhn vin lun thng trc ti vn phng, mi thc mc khch hng c th gi in thoi hoc trc tip n vn phng v c gii p nhanh chng to tm l thoi mi cho khch hng. C s chun b chu o, chuyn nghip trong cc hi tho giao lu gia cc trng i hc, to nn khng kh si ng cc sinh vin bc l nhit huyt ca bn thn i vi cng ngh thng tin. Gii p mt cch tn tnh cc vn ca sinh vin t ra nhm nh hng ng n, to dng lng tin vi trung tm.

28. 19 Cc b phn trang thit b hin i p ng y nhu cu, t tiu chun chuyn mn. Bn cnh , Trung tm cng khng ngng a dng ha c cu kha hc cng nh cp nht kin thc nhanh nht trong thi i cng ngh ha nh hin nay. Ngoi ra, Trung tm Athena cn c cc knh phn phi kh a dng, gip hc vin c th tham gia v ng k nhanh chng, hiu qu v tit kim thi gian. Nhng kt qu t c nh trn bc u to ngun ng lc Trung tm Athena tip tc hon thin cng tc chm sc khch hng. 2.3.2 Hn ch Ngoi nhng kt qu t c nh trn th cng tc chm sc khch hng ca Trung tm cng cn tn ti nhiu hn ch cn khc phc, c th nh sau: V tr, a im ca cc c s cha to c s tin li, thoi mi cho khch hng nh quy giao dch cn hi nh, cc bin qung co, hng dn nghip c t nhng ch khng thun tin. Cc hot ng chm sc khch hng ca Trung tm Athena nhiu lc cha p ng ng thc t m ch mang tnh dy chuyn, cha thc s ch ng. Nhn chung, cc hot ng chm sc khch hng cn n l, cha c xy dng thnh mt chin lc hot ng c th. Ni dung cc hot ng cha thc s su, phn ln ch ch trng vo cc hnh thc khuyn mi. Do s gii hn v kh nng ti chnh nn s lng phng hc cn tng i hn ch nh hng kh nhiu n cng tc o to, Trung tm cn phi tng cng thm s lng phng hc p ng nhu cu ca hc vin. Mc d p dng cc cng ngh tin tin trong hot ng Marketing qung b hnh nh trung tm v t c nhng thnh cng nht nh. Tuy nhin, nhn vin cn cha t c trnh chuyn su v Marketing. Cc nhn vin ca nhm Marketing u tt nghip t cc khi ngnh kinh t, k thut nhng cha c o to v thng mi in t mt cch bi bn, chuyn su. Chin lc tip th cha r

29. 20 rng, ch yu da vo chin lc marketing online l chnh. V th, Trung tm cn b sung v t chc cc kha o to nhm nng cao trnh chuyn mn i vi b phn Marketing. Hin nay, cc i th cnh tranh lun bit nm bt c hi cng nh s thay i ca th trng cp nht kp thi, thay i chin lc nhanh chng. V vy, i hi Trung tm Athena phi bt kp nhp vi th trng. Ngoi ra, hc ph ca Trung tm thp hn cc i th cnh tranh nhng nhn chung vn cn kh cao. Chnh v vy, vic lin kt ging dy cho cc trng i hc kh thp v cc trng c th s t t chc ging dy cho sinh vin ca h gim chi ph pht sinh. Cng tc nghin cu th trng cha pht huy c ht th mnh. i vi khch hng tim nng cha s dng dch v hoc ang s dng dch v ca i th cnh tranh, hoc ngng s dng dch v ca Trung tm chuyn sang s dng dch v ca i th cnh tranh, Trung tm vn cha c cc hnh thc tch cc tm hiu, thm d, nghin cu th trng, p ng nhu cu ca khch hng tim nng, thuyt phc khch hng quay li s dng dch v. TM TT CHNG 2 Chng 2 phn tch v thc trng cng tc chm sc khch hng v hot ng h tr cho cng tc chm sc khch hng ca Trung tm Athena. Song song cng ghi nhn nhng kt qu m Trung tm t c trong thi gian va qua cn c pht huy cng nh nu ln nhng hn ch, tn ti m Trung tm cn khc phc trong iu kin kinh doanh nh hin nay. im hn ch c bn, cng c coi l thch thc trong thi gian ti l Trung tm cha pht huy ht nhng th mnh ca mnh v c s vt cht ca Trung tm cn c cn nhc m rng thm. Chng 3 s a ra mt s gii php v kin ngh nng cao hot ng chm sc khch hng ca Trung tm.

30. 21 CHNG 3: GII PHP HON THIN CNG TC CHM SC KHCH HNG TI TRUNG TM ATHENA 3.1 Gii php 3.1.1 Hon thin cng tc t chc b my chm sc khch hng T chc b my chm sc khch hng ng vai tr quan trng trong cng tc qun l v iu hnh t chc cc hot ng chm sc khch hng, nng cao v th, uy tn ca Trung tm i vi khch hng. b my hot ng pht huy tt hn vai tr ca mnh th cn phi t chc b my theo hng gn nh, nng ng, linh hot, hiu qu trn c s nhng ni dung sau: Phn cng trong b my chm sc khch hng phi c mt ngi gi vai tr lnh o, l ngi c nhim v qun l ton din, chu trch nhim v mi mt ca hot ng trong b my . Tuyn chn, b tr nhn s lm vic trong b my chm sc khch hng l nhng ngi c kin thc, am hiu v cng tc Marketing v chm sc khch hng, nu qua thc t th cng c iu kin h pht huy nng lc v em li hiu qu cao cho hot ng chm sc khch hng. Thng xuyn xem xt nh gi thc trng hot ng chm sc c nhng bin php chn chnh v hon thin. Cng tc ny c ngha quan trng, nh c th kim tra c hiu qu hot ng tng b phn. T chc cc nhm chm sc khch hng i vi nhm khch hng ln, khch hng c bit. i vi Trung tm Athena do c im ring nn cha c phng chm sc khch hng ring bit nn vn cn thit nht l phi thnh lp phng chm sc khch hng ring, c hiu qu tt trong vic chm sc khch hng.

31. 22 3.1.2 Nng cao thc v trnh nhn vin Cng tc hon thin b my chm sc khch hng phi c tin hnh song song vi cng tc tuyn truyn gio dc, nng cao thc kinh doanh v trnh chuyn mn nghip v ca nhn vin. Coi trng vn tuyn dng o to, bi dng o to li, khuyn khch i hc thm. M nhng lp hon thin v cng tc kinh doanh ni chung v chm sc khch hng ni ring bi dng k nng cho nhn vin. c bit l trong mi trng cnh tranh hin nay tng sc cnh tranh, tng u th cnh tranh th phi m bo i ng lao ng c nng lc l rt cn thit. Yu t con ngi, thc, cht lng i ng nhn vin c ngha rt quan trng i vi cng tc chm sc khch hng. Cng tc chm sc khch hng khng cn l nhim v ring ca mt b phn no m phi tr thnh thc ca mi cp nhn vin. Ring i vi vi cc khu trc tip giao dch vi khch hng cn c nng cao hn na thc phc v khch hng, thi phc v chu o n cn, nim n. lm c iu ny, Trung tm Athena cn c bin php gio dc tch cc mi ngi u nhn thc mt cch su sc rng ngy nay chm sc khch hng l mt v kh cnh tranh mnh nht ca doanh nghip, nh hng trc tip n s sng cn ca doanh nghip v n s gin tip nh hng n thu nhp v li ch ca tng ngi trong doanh nghip. 3.1.3 Nng cao cht lng phc v khch hng Nng cao cht lng phc v khch hng chnh l vic thc hin theo phng chm Hng v khch hng, Trung tm Athena cn ci tin cung cch phc v nhm p ng ngy cng tt hn nhu cu ca khch hng. nng cao cht lng phc v, Athena cn phi ci thin v tng cng cc hot ng sau: B tr quy gjao dch, bng thng tin gi, bng hng dn nhng ni d quan st khch hng d dng tm hiu v cc sn phm, dch v m Trung tm cung cp.

32. 23 y mnh cc dch v sau cung cp sn phm: trong th trng cnh tranh nh hin nay th vic y mnh cc dch v chm sc khch hng sau cung cp sn phm l v cng cn thit v nu nh khch hng khng hi lng vi nhng sn phm, dch v m Trung tm cung cp th h s chuyn sang s dng dch v ca cc Trung tm khc. Cc hot ng chm sc khch hng sau cung cp dch v c th bao gm: t vn, gip khch hng khi s dng sn phm, h tr vic lm cho cc hc vin c thnh tch xut sc. Thc hin vic a dng ha cc hot ng chm sc khch hng, mc tiu ca cc hot ng ny l duy tr mi quan h gia khch hng v Trung tm. V vy, Trung tm Athena cn c k hoch xy dng cc hot ng chm sc khch hng c th vi tng nhm khch hng khc nhau. thc hin tt c cc hot ng chm sc khch hng th cn phi hiu r tm l, th hiu cng nh c im ca tng i tng khch hng trn tng khu vc th trng. C gng gii quyt khiu ni mt cch trit , hn ch khiu ni khng cn thit ca khch hng. Cc th tc gii quyt v tip nhn khiu ni cn c ci tin, cht lng gii quyt khiu ni phi c nng cao hn, gim thi gian tr li khiu ni cho khch hng. Phi thng xuyn nh gi, thng k t l khiu ni ca khch hng c gii php tr li, hng dn nhn vin son cc ni dung hng dn, tr li khch hng theo mu cc nhn vin c c s tr li khch hng mt cch thng nht. 3.1.4 Tng cng cc knh thng tin v chng trnh khuyn mi i vi cng tc chm sc khch hng th khuyn mi l cng c hu hiu thu ht khch hng v pha doanh nghip. Nhng cc chng trnh khuyn mi c thnh cng th vn trc ht l phi lm cho khch hng bit n chng. V lm c iu ny th phi tng cng cc knh thng tin n khch hng h bit v cc t, cc chnh sch khuyn mi , ang v sp c ca Trung tm. i vi cc khch hng c nhn, khch hng c bit, khch hng l doanh nghip th trong thi gian ti, Trung tm Athena cn phi tng cng cc knh

33. 24 thng tin thng bo mt cch nhanh chng, kp thi cc chng trnh khuyn mi ti tt c cc khch hng. Chng ta c th gim bt chi ph qung b bng cc knh phn phi trc tip ti quy chm sc khch hng l cc nhn vin t vn, nhn vin trc ti quy Thay vo , Trung tm c th gi cc thng bo v khuyn mi i km vi cc ho n, cc hp ng. Trn cc thng bo khuyn mi s ghi tn v a ch c th ca khch hng. Vic lm ny s lm tng tnh hiu qu ca cc chng trnh khuyn mi ln rt nhiu. Cc kha hc ca trung tm Athena nn c tng cng ng tin trn cc din n v hc vin c th n trc tip trung tm ng k hc hoc c th ng k ngay trn mng iu ny rt thun li cho nhiu hc vin gip khch hng tit kim c thi gian. Vi cc doanh nghip thuc nhm khch hng ln cn phi m bo rng tt c trong s h s nhn c thng bo khuyn mi ca mnh. Cn gi in, gi email thng bo n h. Qua cc hnh thc trn, th gii php thng tin khuyn mi n vi khch hng l gii php hiu qu. Phng php ny s dng ngun nhn lc sn c khng phi thu ngoi ch cn t chc cho tt v c s ng ca ban lnh o th gii php ny s thc hin c. 3.1.5 Nng cp cc trang thit b v c s vt cht V Trung tm Athena chuyn o to v cng ngh thng tin nn vic u t nhng trang thit b hin i l iu quan trng. Trung tm cn thng xuyn cp nht nhng phn mm, nhng linh kin mi nht c th p ng tt nht nhu cu ca hc vin. 3.1.6 y mnh cng tc nghin cu th trng Mc ch ca cng tc iu tra nghin cu, tm hiu th trng l nh gi mc tho mn nhu cu ca khch hng, nh gi s am hiu, lng tin v s a thch ca khch hng, pht hin ra cc nhu cu tim n ca khch hng T xc

34. 25 nh chnh xc nhu cu khch hng i vi sn phm, dch v m Trung tm ang cung cp cng nh l hon thin sn phm, dch v nhm phc v khch hng tt hn. Nghin cu nhu cu ca khch hng: nhm xc nh nhu cu m khch hng mun tho mn khi s dng sn phm, dch v. Khi xc nh c nhng nhu cu no ca khch hng m hin ti cha c p ng th y l c hi Trung tm Athena pht trin cung cp cho khch hng nhu cu v sn phm, dch v . Nghin cu s mong i ca khch hng: xc nh tiu chun m khch hng mong i khi h s dng sn phm. V d thi gian mong mun hon thnh kha hc, nhu cu khi tham gia kha hc, thi gian x l khiu ni, thi phc v ca nhn vin Trung tm Athena Nghin cu phn loi cc i tng khch hng: vic nghin cu ny nhm mc ch phn loi tng i tng khch hng c c s chm sc khch hng i vi tng nhm khch hng. Nghin cu tm hiu v hot ng ca cc i th cnh tranh: tm ra im mnh, im yu ca i th cnh tranh v ca Trung tm mnh, t a ra cc quyt nh chnh xc trong t chc hot ng sn xut kinh doanh c hiu qu. Nghin cu v khch hng c th bng nhiu phng php khc nhau: Qua phiu iu tra do b phn chm sc khch hng thit k mu m v thu thp d liu. Thit lp ng dy nng bng cch cung cp s my in thoi thng trc nhn tin khch hng gi n phn nh cc vn c lin quan n vic cung cp v s dng dch v. M hp th nhn cc kin ng gp ca khch hng v mi mt. Hp th nn s dng hnh thc in t thun li cho khch hng.

35. 26 n v phi t chc cc cuc iu tra nhu cu ca th trng v dch v vin thng, tm hiu cc i th cnh tranh v dch v b cnh tranh, tm hiu th trng trong tng lai. t c c s ra quyt nh kinh doanh c hiu qu. Qua cng tc nghin cu th trng doanh nghip s xc nh c im mnh, im yu ca mnh pht huy nhng im mnh cng nh l khc phc nhng im yu. Bit c im yu ca i th tn cng v im mnh ca i th phng th. Bit c nhu cu, kin ca khch hng v sn phm dch v mnh cung cp hon thin cho ph hp th hiu khch hng. Thc hin cc gii php ny s p ng c nhu cu s dng cc sn phm ca Trung tm Athena vi mi tng lp khch hng. ng thi nng cao hiu qu sn xut kinh doanh, thu ht c nhiu khch hng, l mc tiu ca n v. Vi tm huyt gp phn vo cng cuc thc y tin trnh a cng ngh thng tin l ngnh kinh t mi nhn, gp phn pht trin nc nh nh hin nay, ch cn s quan tm ca lnh o n v v s quyt tm ca ton th nhn vin, Trung tm Athena s thc hin c nhng gii php ny. 3.2 a ra kin ngh Trung tm nn thng xuyn t chc cc cuc hp ni b t nht hai tun mt ln tt c cc nhn vin ti Trung tm c th xc nh c mc tiu chung t vn ti nhng kt qu m Trung tm ra. Vic lng nghe nhng xut ca nhn vin cng nh gii quyt yu cu ca c nhn c th gip Trung tm ngy cng hon thin. Cng tc o to nhn vin ngay t u l v cng cn thit. Tuyn dng nhn vin t cc sinh vin thc tp s tit kim c rt nhiu chi ph. Bi trong qu trnh thc tp hc vin nm c nhng cng vic c bn ti Trung tm, t vic hun luyn chuyn su s thun li hn.

36. 27 Cn m rng mng li o to trc tuyn to iu kin cho tt c hc vin trn mi min t nc c th tham gia cc kha hc trc tuyn thng qua Internet t nng cao cht lng, uy tn cho Trung tm Athena.

37. 28 TM TT CHNG 3 Chng 3 ca ti nu ln nhng gii php thit thc nng cao s hi lng ca khch hng. Vi sc p cnh tranh t th trng trong ngnh nh hin nay th Trung tm Athena thc s cn thit phi nng cao hn na cht lng dch v, phi ngy cng hon thin cng tc chm sc khch hng. Vi tnh hnh kinh doanh v lnh vc cng ngh thng tin va thch thc va c nhiu c hi nh hin nay, Trung tm Athena cn phi qung b thng hiu ca mnh rng ri hn na c nhiu khch hng mi; ng thi nng cao s hi lng khch hng, thc hin cc gii php ra mt cch ng b duy tr nhng khch hng trung thnh.

38. 29 KT LUN Trong bi cnh kinh doanh nhiu ri ro v thch thc nh hin nay, c bit l trong lnh vc dch v nh Trung tm o to an ninh mng v qun tr mng quc t Athena th vai tr ca cng tc chm sc khch hng c ngha c bit quan trng, xut pht t tnh cht tng tc gia khch hng vi Trung tm. Nu Trung tm em n cho khch hng s hi lng cao th khch hng s tip tc duy tr s dng dch v ca Trung tm, gii thiu cho khch hng ny, gii thiu cho khch hng khc; t , thng hiu ca Trung tm s lan ta khp ni, gp phn gia tng doanh s, th phn, li nhun v v th ca Trung tm trn th trng. l mc tiu m bt c doanh nghip no cng mong mun. Vi ti Gii php hon thin cng tc chm sc khch hng ti Trung tm o to qun tr mng v an ninh mng quc t Athena nu ra thc trng chm sc khch hng ti Trung tm Athena c ci nhn tng quan hn v hng pht trin ca Trung tm; phn tch nhng im t c v nhng hn ch cn tn ti t a ra mt s gii php, kin ngh nhm nng cao s hi lng ca khch hng. Qua qu trnh nghin cu, phn tch s gip cho Trung tm hiu r hn v nhu cu khch hng, nh gi ca khch hng v cht lng dch v ca Trung tm Trung tm bit c mnh ang u. V t nng cao cht lng hot ng v nng cao hiu qu trong cng tc phc v khch hng. Hy vng Trung tm Athena trong thi gian ti s pht trin tt v tt hn na p ng nhu cu ca khch hng mt cch tt nht, gp phn vo s nghip xy dng lnh vc cng ngh thng tin cho nc nh ni chung v mang li tin ch tt nht cho cc doanh nghip ni ring.

39. 30 TI LIU THAM KHO 1. Philip Kotler, (2003), Qun tr marketing, NXB Thng K, H Ni. 2. Nguyn nh Th, Nguyn Th Mai Trang, (2007), Nghin cu th trng, B gio dc v o to Trng H Kinh t TP,HCM. 3. L ng Lng (2009), K nng & qun tr bn hng, NXB Thng K. 4. Cc bi bo co tng hp ca Trung tm Athena. 5. Cc vn bn lu hnh ni b ca Trung tm Athena. 6. Website: http://www.athena.com.vn/ 7. http://www.crmvietnam.com/ 8. http://www.doanhnhansaigon.vn/khoi-nghiep/vo-do-thang-giam-doc-trung- tam-dao-tao-quan-tri-va-an-ninh-mang-athena-hoc-de-ton-tai/883/

Business

Giai phaphoanthiencongtacchamsockhachhangtaitrungtamathena