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2.6.1 Hot ng chm sc khch hng ti ngn hng TMCP Phng ng ! Chi
nhnh
T"#ng $i%t.
Chm sc khch hng ng &'i t"( ")t *+n t"ong &i%c ,#-t /nh
*i%# khch hng c
,#'- t"0 *i &o *n s'# ti3 t4c s5 4ng s7n 3h8m9 /ch &4 ti
ngn hng. Mt khch
hng :c chm sc t;t ngh
gi+i thi%# cA' hB.
ChFnh & &@-9 &'i t"( cA' &i%c chm sc khch hng *
")t ,#'n t"Bng t"ong &i%c nng c'o
*:i th cnh t"'nh cA' cc o'nh nghi%3 ni ch#ng & cc ngn hng ni
"iIng.
Cc hot ng chm sc khch hng * -# t; thn ch;t giJ3 ngn hng c :c
s>
,#'n tm cA' khch hng9 th# hJt khch hng m+i tK cc ngn hng ;i thA.
Hot ng
chm sc khch hng L'o gm N -# t; chFnhO
Cch thQc 3h4c &4 cA' nhn &iIn
- * mt t"ong nhGng -# t; ,#'n t"Bng giJ3 *)- :c thi%n c7m L'n #
cA' khch
hng. Dhn &iIn c thi */ch s>9 n ni nhR nhS9 Ec Li%t *#n th
hi%n s> tn t"Bng &+i
khch hng s khin khch hng c7m th)- :c &/ th Uth:ng V cA' mnh
;i &+i c5'
hng. Dg:c *i9 nhn &iIn & *W9 thi kh ch/# khi :c khch hng
-I# c# s c th
khin khch hng kh ch/#9 &i%c ngn hng cA' Ln s m)t i *:ng khch
hng * i=#
khng t"nh khRi.
i=# t"' c7m nh@n cA' khch hng &= s7n 3h8m9 /ch &4. HX-
*# cc thng tin cn thit cA' khch hng th>c hi%n i=# t"' s'# khi
khch
hng s5 4ng s7n 3h8m9 /ch &4 ti ngn hng. Y'# khi khch hng s5
4ng s7n 3h8m9
/ch &4 c th cho khch hng thZi gi'n t"7i nghi%m t"+c khi
th>c hi%n i=# t"'. C th
th>c hi%n i=# t"' L[ng cch g5i m'i* hoEc gBi i%n thoi cho
khch hng &+i nhGng c#
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hRi &= c7m nh@n /ch &49 &= nhGng mong m#;n cA' khch
hng ;i &+i s7n 3h8m9 /ch
&4 9 &= thi 3h4c &4 cA' nhn &iIn9\
$i%c n- giJ3 khch hng c thIm s> thn thi%n & tin t0ng ;i
&+i ngn hng9 ng
thZi c]ng c th th# th@3 :c nhi=# thng tin hG# Fch tK 3hF' khch
hng tK ' "'cc k hoch hot ng hi%# ,#7 hn t"ong tng *'i.
^_ng ngh 3h7n hi gi7i ,#-t nhGng th_c m_c9 &)n = cA' khch
hng
ahi khch hng gE3 &)n = *iIn h% n ngn hng9 &i%c # tiIn
3h7i *m * */ch s>
*_ng ngh khch hng hB c c hi :c ni *In s> khng hi *(ng cA' hB.
b)t k
nhGng &)n = m khch hng 3hn n- Jng h'- * s'i9 L)t k *i th#c
&= ngn hng h'-
khng9 hX- chA ng din *i khch hng & >' &o tKng tnh
h#;ng c4 th dm det &
c th gi7i ,#-t &)n = cA' khch hng mt cch t;t nh)t. ThZng
d#-In tng tc &+i khch hng
HX- tng tc &+i khch hng thZng d#-In nh_c nh0 khch hng &
*>' chBn
ngn hng khi c nh# c#. fm'i* M'"kting9 YMY M'"kting * mt t"ong
nhGng 3hng
thQc hi%# ,#79 * c# n;i nh'nh nh)t giG' khch hng & ngn hng.
T#- nhiIn9 &i%c
tng tc khng Jng cch ")t c th khin khch hng c7m th)- kh ch/#9 th
nIn *>'
chBn ni #ng 3h h:3 khch hng khng c7m th)- L/ *m 3hi=n &
&i%c tng tc
&+i khch hng t"0 nIn hi%# ,#7. th>c hi%n &i%c n-9 ngn
hng *>' chBn 3hn m=m Ln hng c chQc nng h t":
&i%c g5i fm'i* M'"kting & YMY M'"kting c th W ng tng tc
&+i khch hng
m khng cn m)t nhi=# thZi gi'n9 cng sQc c]ng nh nhn *>c cho
hot ng n- m
&?n c th m'ng *i hi%# ,#7 t;i '.
Th>c hi%n cc chng t"nh kh#-n mXi
Cc chng t"nh kh#-n mXi s kFch thFch s> ,#'n tm cA' khch hng
;i &+i s7n
3h8m9 /ch &4 ti ngn hng. Cc chng t"nh kh#-n mXi gi7m gi9
tEng ,#\thZng
th# hJt mt *:ng *+n khch hng.
Dgoi "'9 ;i &+i cc khch hng thn thit9 c nhGng chFnh sch Ec
Li%t hn ;i &+i
hB9 &F 4 nh tEng ,# &o ng- sinh nh@t hoEc th>c hi%n
gi7m gi t">c ti3 cho mi *n
s5 4ng s7n 3h8m /ch &49 * mt t"ong nhGng cch giG chn khch
hng hi%# ,#7.
