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1/24

BCNG THNG

TRNG I HC CNG NGHIP THNH PHHCH MINH

KHOA QUN TRKINH DOANH

CNG TC

LTN

MSHP: 210701801

GVHD: TS.NGUYN NAM H

NHM: 2

THNH PHHCH MINH, 6/2011

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CNG TC L TN VN PHNG

2

DANH SCH NHM

STT H TN MSSV NH GI

%

1 NGUYN TH CHU 0 100

2 NGUYN THL H 0 100

3 NGUYN TH MAI 0 100

4 NGUY

N TH MAI 0 100

5 NGUYN THHNG MAI 0 100

6 PHAN TH NGUYT 0 100

7 NGUYN HNG THNH 0 100

8

9

NGUYN PHNG

HONG TH

THY

THY

0

0

100

100

9 V HUYN TRANG 0 100

10

11

NGUYN NGC PHNG

NGUYN HU

TRC

V

0

0

100

100

NHM TRNG

NGUYN HU V

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CNG TC L TN VN PHNG

3

NHN XT CA GIO VIN

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MC C

PHN 1: LI MU ................................................................................................... 5

PHN 2: C SL LUN ............................................................................................. 6

2.1 Khi nim ................................................................................................................ 6

2.2 Phn loi ltn ........................................................................................................ 7

2.2.1. Ltn ngoi giao .............................................................................................. 7

2.2.2. Ltn ni bquc gia ...................................................................................... 7

2.2.3. Ltn kinh doanh ............................................................................................. 8

2.3. Vai tr ca cng tc ltn ...................................................................................... 8

2.4. Nguyn tc c bn ca cng tc ltn ................................................................... 8

PHN 3 CNG TC N, TIP KHCH ....................................................................... 9

3.1 Trang b phng ltn .............................................................................................. 9

3.2 Phn loi khch ..................................................................................................... 11

3.3 Tchc n, tip khch: ....................................................................................... 12

3.3.1 Cho hi khch ............................................................................................... 12

3.3.2 Nhng vic tip theo sau li cho hi ............................................................. 15

3.3.3 Tchc n - tip mt on khch quan trng txa ti. ................................ 16

3.3.4 Tchc cc cuc hn gp .............................................................................. 17

3.3.5 Tip khch: ..................................................................................................... 18

3.3.6 Xl phn nn ca khch ............................................................................... 20

PHN 4: KT LUN...................................................................................................... 23

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CNG TC L TN VN PHNG

5

PHN 1: LI M U

Nhng nm u khi mi du nhp vo Vit Nam, ltn chmang mt bng

dng xa l, mt cch hiu mnht: lm cng vic ca mt ngi chuyn tip n

khch, tip nhn v trli in thoi, v gii p mi thc mc lin quan cho khchhng v tchc l mt cch hiu cn nhiu hn ch. n ngy nay, vai tr

ca ngi ltn c nh gi nhiu kha cnh, ltn c trong nhiu danh mc

ngnh nghkhc nhau: ttrng hc, bnh vin, khch sn, vn phnglut s cho

n vn phng cng ty, nhn vin ltn c xem l hnh nh i din cho bmt

ca doanh nghip, tchc... L ngi tip thvn ha, hnh nh ca tchc n cc

c nhn, tchc c nhu cu quan tm, hp tc.

Nhn thy tm quan trng ca nhn vin ltn, nhm 2 nghin cu v tm

hiu vti "Ltn kinh doanhXy dng mt ltn chuyn nghip"nhm

hon thin hn cng tc ltn trong cc doanh nghip, tchc.

Xin chn thnh cm n trng i hc Cng nghip HCh Minh v khoa

Qun trKinh doanh to iu kin vc svt cht, trang thit bkthut, ti

liu tham kho mt cch tt nht. Cm n GV TS. Nguyn Nam H tn tnh

gip nhm thc hin thnh cng bi tiu lun ny. Trong qu trnh thc hin bi

tiu lun, khng thtrnh nhng sai st, mong snhn c sgp ca thy v

mi ngi.

Xin chn thnh cm n./

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CNG TC L TN VN PHNG

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PHN 2: C S UN

2.1 Khi nim

L tn l tng hp cc hot ng din ra trong qu trnh tip xc, trao i,

lm vic gia cc tchc, c nhn. Nhn vin ltn lm vic ti vtr tin phong

ca cng ty, l ngi u tin tip n khch hng n lin htrc tip vi cng ty

vi nhim vto c n tng vng tt p, l trung gian nhn v lu chuyn cc

cuc in thoi gi n ng chun chuyn nghip. Ph trch cc cng vic hnh

chnh nh chm cng, qun l vn phng phm, t v my bay, t dch vdu lch,

khch sn,...

L tn "l nhng ngi trc tip nh hng nhiu nht n n tng ca

cng ty trong lng khch hng" n tng u tin ca khch hng i vi mt l

tn chuyn nghip phi l mt khun mt a nhn vi nci thn thin v trang

phc gn gng, thhin tc phong nhanh nhn nng ng.Cc cng ty u c ng

phc dnh ring cho nhn vin ltn.

Mt nhn vin l tn chuyn nghip phi l ngi hiu r hn ai ht hot

ng ca cng ty, v khi cn thit hsphi gii p nhng thc mc ca i tc,khch hng v cng ty ca bn. Nu mun bit ai l ngi kch thch hng khi

trong cng ty, ai l ngi lm vic nhm hiu qunht, vn trong ni bdoanh

nghip hay i sng tinh thn ca nhn vin trong cng ty nh thno Hy hi

nhn vin ltn . Hchnh l ngi quan st nhiu nht, lng nghe nhiu nht v

thu hiu r nht cc svic din ra trong cng ty.

Nhng mt ltn chuyn nghip skhng gp mt trong nhng cu chuynphim, m tiu, tit lb mt thng tin ca nhn vin v ca cng ty Hlun

thc c rng, mt l tn bun chuyn c thgy nn nhng thit hi khng th

lng trc cho cng ty, cho ng nghip v cbn thn mnh.

Ngoi nhng am hiu vkin thc nghnghip, mt ltn chuyn nghip rt

cn thm nhng hiu bit vvn ha ng xgiao tip, bit ngoi ng, bit sdng

cng nghthng tin C hi pht trin nghnghip srt ln i vi nhng ltn

ny.

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Mt ltn chuyn nghip cn phn ng nhanh nhy v khnng gii quyt

cc tnh hung pht sinh tht tt. Ltn cn bnh tnh ngay ckhi khch hng/ i

tc ni nng, bi chmt cu ni nng gin ca l tn qua in thoi cng

khch hng/ i tc c thtchi hp tc. l l do v sao mt nhn vin ltn

cn phi c tnh cch lch s, nim n, n cn v bit cch gy thin cm vi ngi

i din.

Nhng chuyn gia nhn scho hay, ltn khng chc tm quan trng nht

nh trong bmy cng ty m cn c tc ng khng nh trong s nghip, cng

nh vic to nn tinh thn lm vic chuyn nghip ca mi ngi: Tnh tgic cao,

qun l thi gian tt, ha nh, chu ng p lc ln v lun bit ha gii mu thun

vi khch hng

2.2 Phn loi l tn

-Ltn ngoi giao.

-Ltn ni bquc gia.

-Ltn kinh doanh.

2.2.1. tn ngoi giao

Bphn ca hthng nghi thc nh nc gm cc hot ng i ngoi gia

cc quc gia, vng lnh th.

Quy nh iu chnh: thng lquc t, tp qun quc gia.

Ni dung:

-Thtc thit lp quan hngoi giao.

-Thm chnh thc.

2.2.2. tn ni b quc gia

Cc hot ng din ra trong qu trnh tip xc, trao i gia cc c quan, t

chc, c nhn trong nc.

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2.2.3. tn kinh doanh

Cc hot ng din ra trong qu trnh tip xc, trao i gia cc tchc kinh

t.

Hot ng ltn ni chung c thc hin trn c squy nh ca php lut,

tp qun.

2.3. Vai tr ca cng tc l tn

Tchc tt cng tc ltn gip:

-Tit kim thi gian cho lnh o.

-To n tng tt p cho khch

-To thun li cho quan hi tc

2.4. Nguyn tc c bn ca cng tc l tn

-Tun thtp qun, thng lquc t.

-Tn trng quy nh, tp qun ca mi quc gia.

-Tn trng nhng phong tc, tp qun ca tng aphng, vng, min.

-Bnh ng, cng c li.

-Thn trng, lch s, nghim tc trong li ni, cch.

(Tp qun: Thi quen hnh thnh tlu trong i sng, c mi ngi lm theo.

V d: sdng m lch, gia nh nhiu thh)

(Phong tc: Thi quen x hi ca mt a phng, mt nc. V d: Tt, gichp,ci hi )

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PHN 3CNG TC N, TIP KHCH

3.1 Trang b phng l tn

Khu vc l tn l im tip xc u

tin gia khch v c quan, l ni s to ra

n tng u tin thng rt su m cho

khch. Ngy nay cc c quan thng rt

quan tm n vn trang b vt dng cn

thit cho cng tc tip khch. C th k ra

cc trang thit bchyu sau:

- Bn ghtip khch, khch ngi i.

- S ng k khch n lin h

cng tc.

- in thoi.

- Tng ung.

- S ca c quan.

- Danh b in thoi ni b c

quan.

- My tnh (nu cn thit).

- Hoa, chu cy cnh, tranh...

Khu vc ltn phi c btr ni ra vo chnh ca cquan khch ra

vo dthy, dtm.Quy ltn cn c t vtr tin snh ca cng ty, ni

khch hng d dng nhn thy nht khi bc vo. Mt khng gian khong

ng vi vi chic ghngi v vi tbo slm khch thoi mi khi phi ch

i.

Bn cnh , mt phng nn p vi logo v slogan cucng ty ct pha sau quy ltn sto cm gic sang trng v chuyn nghip.

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CNG TC L TN VN PHNG

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Mt chic bn ltn bt kn skhin ngi l

tn trng g b v thng trong cng tc tip xc,

giao tip v gip khch. Quy l tn nn c

khong trng ltn ddng di chuyn.

Khu vc l

tn cn phi c

dn dp sch s

hng ngy, khng

c nc v thc n

ri vi. Mi hot

ng c nhn nh n

ung, soi gng,

tm chuynkhng

bao gi din ra

y.

H s v cc vt dng vn phng cn c sp xp ngn np, gn

gng. Mt chu hoa xinh xn hoc mt vi cy cnh nho nhslm khng

gian thm xanh v ti mi hn.

Trn quy l tn cn c card vist cu cng ty, mt vi t qung co,

thng tin vcng ty cho nhng khch hng mi tip xc ln u.

ng thi nn dtrkhn giy,

mt vi chic o ma, nc ung

chm sc khch chu o khi vt qua

cn ma n cng ty hay ra v trong

khi tri ma.

Mt chic ng hln dt khu

vc ny cng khng km phn quan trng.

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11

Khu vc tip khch

Qut my, cy xanh v nhng vt trang tr tnc ng vai tr kh

quan trng y.khu vc tip khch ngi ta thng t hc. Nhng con

c nh, linh hot, to nng lng tch cc, rt ph hp vi cc cng ty thngmi. Trong khi nhng con to, bi chm chp to cm gic an bnh li thch

hp cho cc bnh vin hay phng mch.

Nhng ty thuc vo din tch ca cng ty m la chn bn ltn thch

hp. Nu khng gian nhnhn th nhng chic bn hnh chnht stit kim

din tch. Ngc li, nhng chic bn hnh li lim hoc ovan tuy hi tn

din tch li to cm gic sang trng v bth.

Cng vi trang bca khu vc ltn l vn trang bca nhn vin ltn.

Nhiu c quan trang bng phc v eo ph hiu. Din mo bngoi ca nhn

vin ltn phn nh hnh nh ca doanh nghip v mc cc dch vm doanh

nghip cung cp nn nhn vin ltn cn n mc sch s, gn gng, lch sto ra

n tng tt vi khch hng.

3.2 Phn loi khch

C rt nhiu cch phn loi khch. Nhng trong bi vit ny, chng ti phn

ra lm 3 loi khch:

Khch lin hvi c quan, doanh nghip hng ngy: lin hcng tc, khiu

ni, tco

Khch trong c quan, doanh nghip: lin h cng tc gia cc phng ban,gp lnh o

Khch quan trng: lin hk kt hp ng, kim tra

Nhn vin ltn phi phn bit cc loi khch c ng xthch hp. i

vi khch ni bc quan c thtip xc v gii quyt bng nhiu cch khc nhau.

C c quan thtrng c thtip cn bnhn vin vo bt clc no hn. Cch

ny rt bt tin cho thtrng c quan v hlun bgin on cng vic, khng thtp trung vo cng vic quan trng. mt sc quan khc quy nh th trng

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dnh mt sthi gian nht nh trong tun tip cc cn bnhn vin. Ngoi thi

gian ra khch khng c vo vn phng (trtrng hp c bit). Song nhn

chung cch thc tt nht trong tip khch ni bl nn phn thnh 3 loi v c cc

cch ng xring nh nhau:

- i vi cn bthn cn th c thgp thtrng bt klc no.

- i vi cn bnhn vin mun gp thtrng: Phi ng k qua ltn ltn

sp xp, btr.

- i vi ngi lao ng cn tchc tip dn vo thi gian nht nh.

Tuy nhin trong c 3 trng hp trn cn phi ch n cc trng hp

ngoi l, nhiu trng hp quan trng khn cp khng thi n ngy gi, n

hn mi gii quyt. Phn ny scp n nhng hot ng chyu ca cng tc

n tip khch bn ngoi n c quan.

Ti nhiu c quan, vic n tip khch thc hin ngay phng ltn. Trong

trng hp ny phng ltn phi c trang bcc vt dng cn thit v btr sch

s lch sn tip khch. Sau khi lm cc th tc cn thit nh cho hi, ghi

tn... nhn vin l tn phi thng bo cho th kbit nhng khch ang ngi ch

nhng yu cu ca hv hng dn hn vn phng. Nhiu trng hp c bit

th khay trc tip thtrng phi ra tn ni a khch vo.

3.3 T chc n, tip khch:

3.3.1 Cho hi khch

Tt ckhch n c quan phi c cho n vi thi tn trng v lch

s. Tutheo iu kin cth, mi c quan c mt quy tc ring vgp r, cho n

khch. Cc quy tc ny c thl:

a)Hy ng ln khi bn gp gmt ai

iu ny skhin bn ginh c sthin cm ca khch v to ra cm gic

tn trng khch. Nu nh bn khng ng ln, m vn tip tc ngi cho hi, c

ngha bn mun gi n ngi mt thng ip rng anh ta khng quan trngkhin bn phi ri bcng vic ang ddang tip chuyn vi anh ta. Cn nu

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trong trng hp, v mt l do khch quan no m bn khng thng ln c

(v dnhang nghe in thoi), hy hy ci cho ngha l bn gi n khch mt

thng ip l bn ang bn v stip n sau khi gii quyt xong.

-Yu cu c bn vt thng:Nhn thng: Thng phi ngay ngn, u, c, thn, mnh v hai chn thng

gc vi mt t; Hai vai ngang bng; Hai cnh tay v bn tay thlng theo hai pha

thn ngi mt cch t nhin; Mt nhn thng, nhn c 4 hng xung quanh;

Ming hi mm; Vmt ti ci.

Nhn nghing: Cm di hi thp li, mt nhn thng pha trc. Ngc hi

n ra pha trc, bng thon, nhn ton bhnh thphi nghim trang, nh c.

-Tp luyn t thng chnh xc

ng gip lng vo tng, sau gy, vai, lng chn tip xc vi

tng. Nu tt ccc bphn trn u chm st vo tng th l t thng.

i sch trn u luyn tp. sch trn nh u khng ri xung, t

nhin lm cho cthng ng, cm co vo, phn trn thn thvn cao thng.

Thng ca nnhn vin phc vkhch hng:

C hai cch ng ca nhn vin phc vkhch hng l n.

-ng hai chn thnh hnh chV tc l u gi v gt chn khp vo vi nhau, hai

chn mrng vi khong cch bng hai nm tay.

-ng thng, hai chn khp li, hoc trng tm ri vo mt chn, cn chn kiavt qua chn trc, hi thlng.

Khi ng theo cch thhai, hai tay chp li trc bng.

Tthng ng ca nc c im ntnh, cn phi biu hin sn ho,

mm mi, tinh t, kn o, lm cho ngi ta c cm gic p nhnhng.

Phi nhk: Khi ng, 2 chn cng khp cht cng tt, v rng nht cng

khng c vt qu chiu ngang ca hai vai. Khi mc l phc hoc tp d, th

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khng bao gihai chn tch ri nhau v song song vi nhau, m chn trc phi

cch chn sau khong 5 phn v dn trng tm vo mt chn.

Thng ca nam nhn vin phc vkhch hng.

Khi ng phc vkhch hng, t thca nam phi nh sau: hai chn khpli, cng c thhai chn choi ra, khong cch gia 2 chn bng 1 bn chn hoc

chiu rng ca vai, ngi khng nghing ng, nu ng lu mi c thi thng

chn trc, chn sau nhng ngi vn phi thng, khng c i chn trc sau

qu nhiu ln hoc cho chn qu rng. Khi ng nu tay khng cm g th chp 2

tay pha trc, hoc sau lng.

Thng ca nam nhn vin phc vphi thhin c smnh khocangi n ng, thhin scng trng, uy phong, gy cho ngi ta mt cm gic

mnh.Tm li, t thng cn phi tnhin, p, trang nh. Khi ng d t

thno chc chn v gc chn c thay i, cn ngi phi gicho c thng,

vmt hng ln trn.

b) Hy mm ci

Sbiu ltrn gng mt cn

c ngha hn li ni rt nhiu. Hy

nhn khch hng v mi ngi nh

thl bn rt vui mng c gp g

hm khng ch ti nhng g ang

din ra trong u c v suy ngh ca

bn. Ngi Trung Quc c cu: Nu

bn khng bit ci, th ng bao gi

kinh doanh. Hy lun t nci

trn mi khi gp gv tr chuyn vi khch hng v i tc

c)Hy thhin sgiao tip bng mt

Hy nhn trc din vo mt ngi i din, nh mun ni vi h rng bn

tp trung sch v quan tm n nhng g hni. Nu bn nhn sang hng khc

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15

hay nhn chm chm vo mt ni no khc, bn skhin hngh bn ang mong

chsc mt ca mt ai v nh mun chm dt nhanh chng cuc gp gny.

d)Chng gii thiu bn thn

Ngay khi bn tip cn mt i tng m trc y bn cha tng quen bit

bit, hoc c ai tip cn bn, hy ni vi hbn l ai. ng ng im v yn lng

nh thai c nhim vphi gii thiu hvi bn trc.

Km theo li gii thiu bn thn bn tn l g, bn nn ni cho hbit khi

no hc thcn n bn

- Cho n khch bng cc i tnhn xng lch thip nh: Ngi, qu ng, qu b,

bng tn hkm theo cc chc danh, chc v...

- Tgii thiu tn mnh sau kho lo hi tn khch (nu l khch n ln u,

cha bit qu danh). V d: Tha ng ti l Lan Anh, nhn vin ltn ca cng ty

Phng Nam, rt hn hnh c gp ng, xin ng cho bit qu danh.

- Sdng li cho n chun mc nh mt mu cho khch. V d: "xin cho n

qu khch n vi cng ty..." "ti c thgip c g cho ng (b) ?.."

3.3.2 Nhng vic tip theo sau li cho hi

Tsquan tm n khch: Sau li cho hi ban u ngi ltn phi tthi

quan tm n cng vic khch cn bng cch chng hi nm bt nhu cu

khch, khng lm vic ring nh c bo, n ung... gy skh chu cho khch.

Ghi tn khch: Trong nhiu c quan quy nh: Tt ckhch n lm vic

u phi ghi tn vo stheo mu sau:

Stht Hv tn gh nghip,

ni lm vic

L do, mc ch Kt qu ca

bui lm vic

i vi khch (trong nc hoc ngoi nc) khi n c quana danh thip

th ngi ltn phi nhanh chng nm ly cc thng tin cn thit ca c nhn ngi

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khch tdanh thip . Khi bo co vi th trng vngi khch, ngi l tn

phi trnh danh thip.

Vnguyn tc, tt ccc khch bn ngoi n xin lm vic vi th trng

u phi c hn trc (qua in thoi hoc th hay cngi n lin htrc tip).

Trong cng vic sp xp khch, ltn phi c su tini vi nhng ngi

khch c bit quan trng, ngi gi, ngi c hon cnh c bit. Trng hp

khch tbn ngoi n m khng c hn trc th phi gii thch tnh, trnh gy

ti hoc kh chu cho khch. V d: "tha ng, rt tic l ng khng cho bit trc

thi gian nn Gim c ang i cng tc, chiu mi v, phin ng quay li sau 4 gi

chiu"

Trong trng hp th trng ang bn, cha tip c, ngi l tn phi

thng bo vi khch l cng vic ca h c thng bo vi thtrng v mi

khch ngi i. Tuiu kin c thm c thb tr phng i ca khch ring

bit vi phng lm vic ca ltn hay ti bn tr trong phng lm vic ca ltn.

Trn bn tr ngoi m chn, hoa ti cn c thm cc ti liu, n phm khc nhau

nh tp ch chuyn mn trong v ngoi nc, cc ti liu gii thiu v c quan.

Nhng ti liu ny va gip cho khch hiu bit thm vc quan, cng ty, va ton tng cho khch l minh c quan tm, ch .

3.3.3 T chc n - tip mt on khch quan trng t xa ti.

Tchc n - tip mt on khch txa ti:

.

n bthnh phn nhn sc lin quan.

nhng c quan chc nng cn thit.

n ni n, ni ngh, xe a rc.

n ni tip kin, ni lm vic, ni chiu i, nitham quan.

u tp qun ca khch khi bt ng.

ng vic cn thc hin khi khch n: ra n, tng hoa (nu cn).

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i ln xe -t a vni ngh(khch sn, nh khch) hoc n ni tip kin

ngay, ty theo on quan trng hay on thng thng.

ltn li lo cc thtc ti sn bay, hnh l.

3.3.4 T chc cc cuc hn gpLtn cn phi sp xp chng trnh cho cc bui hn mt cch khoa hc,

trn c sthng nht vi Gim c vthi gian dnh cho vic tip khch. mt s

doanh nghip, Gim c skhng tip khch nu nh khng c hn trc.

Trong n tip khch ti c quan, doanh nghip, iu cn nht chnh l vn

ha ng x. Khi khch n cng ty ca bn, vic u tin hcn l c cho n

nim n, lch s. Vy bn cn dng thi vui v, tn trng cho n.

Khch n thng c danh thip hoc giy gii thiu. Nhn vin ltn n

ly, cm n, ghi vo skhch n v hi khch mun gp ai. Nu khch khng c

danh thip, nhn vin ltn cn tm cch hi nhnhng cc chi tit cn thit v mi

khch ngi ch.

theo di cc cuc hn ca khch, cn c stheo di, sp xp gihn mt

cch hp l. Nu cn phi hy bcc bui xin hn th cn phi xin li kho lo v

thng bo cho khch bit. Vic lm ny va gip tit kim thi gian cho doanh

nghip ln khch, va to c hiu qucng vic cao.

a) Thu xp cc bui xin hn:

Khch c th dng nhiu phng tin khc nhau xin mt bui hn nh

in thoi, gi th, trc tip n VP..Nu khch n tn ni xin hn, ltn cn

ghi chp vo s tip khch vngy gibui tip khch an tm. Nu khch xin

hn qua in thoi, ltn cn phi ly y thng tin cn thit v trli cho khch

vlch hn.

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b) Cch thc ghi cc bui xin hn:

Phi ghi chp y thng tin vcc bui hn. Ltn phi ghi vo scng

tc cc bui xin hn v lun t ln bn lm vic tin theo di.

c) Hy bcc bui xin hn.

i lc G cn phi hy bcuc hn v cng tc t xut hoc v xa

khng vkp. Ltn phi bo cho khch bit vvic hy bny sm nht c th

nhm trnh cho khch nhng kh khn c thgy ra cho vic hy bny.

Trng hp khch n vn phng mi bit cuc gp bhy b, ltn cn

phi ht sc kho lo thng bo v xin li khch.

d) Phng cch tchi cc bui xin hn:

Khi cn phi tchi, ltn nn kho lo, tnhv trnh by mt cch ngn

gn l do t chi cuc hn nhn c s thng cm. Trng hp khch nht

nh xin hn, bn nghkhch vit li th xin hn v nu l do cth.

3.3.5 Tip khch:

Mt svn chung

p khch c hai loi: tip x giao v tip lm vic

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tr phng tip khch, cn ch hng ra vo v hng phc v. Hng ra

vo trc mt trng on ch, cn hng phc vcnh bn tay tri cui phng.

p x giao th nn sdng salon, cn tip lm vic nn sdng bn lm vic

tin ghi chp

p x giao hay tip lm vic, khng cn phi tchc n khi ang lm vic,

chcn nc gii kht

c gii kht, cch phc v.

a)Tip x giao

i tip tn n khch tca v a khch vo ni tip kin (cn chun b

bin php n khi nhm ma ma).

i thiu khch vi lnh o mnh v mi ngi ng vtr.

p sn chngi cho chai bn.

n nh chngi, ngi phc vrt nc (hay ru)

b)Tip lm vic

tr khch v gim c (ngi cn gp) i din nhau

Chun bcc ti liu cn thit.

Cn phi c thi bnh tnh v kho lo xl cc tnh hung sau:

- Khi thtrng sn sng tip khch: Sp t trnh tcho cc cuc hn mt cch

chu o v mi khch vo.

- Khi thtrng cha sn sng tip khch: Nh nhn mi khch i hoc xp mt

lch hn khc nu khch khng thi.

- Khi khch khng c hn trc: nu vic khn cp th c ththu xp cho khch vo

vic ngay hoc sp t mt bui hn khc.

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- Lng nghe chm ch li phn nn ca khch

- Tm ra nhng ni dung v ghi li

- By tsthng cm vi khch

- Xin li khch, khng bo cha v trnh tranh lun.

- Cm n khch by t kin, gp ca mnh

- Gii thch nhng vic c th

- Bo co li vi thtrng hoc cc n vc lin quan xl kp thi.

- Theo di vic xl

- Kim tra li shi lng ca khch

Rt nhiu trng hp li phn nn l ngun thng tin c gi trcho c quan,

doanh nghip.

- Khch hng thng nhn ra nhng sai lm trong sn phm/dch v

- Khch hng rt d tr thnh i tc ca i th cnh tranh

- Li phn nn chnh l li nhc nh bn

- Khch hng v sc mnh ca qung co truyn ming

Thay v phn nn, khch hng xin li v khng s mua sn phm/dch v ca

bn na. Nu bn u t thi gian, cng sc vo vic khc v pht l chuyn tm

hiu nguyn nhn gy nn s tht vng ca khch hng th chc chn bn t

kha cnh ca kinh doanh ca mnh. V iu g n tt s n, thay v gy kh khn

cho bn, khch hng chn nn, xin li lm phin ri sau tuyt i khng mua

sn phm/dch v ca doanh nghip bn na. Nh vy ,v hnh chung chnh bn

t nh mt khch hng, trong khi h li l ngun sinh li nhanh nht.

Do vy cn xl tt li phn nn, to n tng tt cho khch v chuyn n

thnh c hi. Trong kinh doanh ngi ta coi nhng khch hng kh tnh, hay i

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hi l khch hng quan trng v l ng lc thc y doanh nghip phn u

c kt qutt.

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PHN 4: KT UN

mt ngi l tn kh bn rn:Tip n khch trc din ti cng ty, nghe in

thoi v chuyn ng dy ng ngi ng vic cho cc b phn khc, lp lch

hn, t chc phng hp, tr li th tn, son tho vn bn cho phng h nh chnh,

mua qu sinh nht cho mt ng nghip... Trong nhiu vic khng tn, vic no

cng gp, cng quan trng v cng cn... n ci!. H i din cho s vui v, tr

trung, ca s tip nhn v ca N ci. khng ch dng , ngi l tn cn cn

nhiu t cht mang tnh soft skill (kh nng mm) hn kh nng cng (hard skill).

M t cht mm ny li kh o to, kh yu cu bi quy nh hay s rng buc

no v nguyn tc.Ti ci l t cht u tin. Giao tip linh hot v x l tnh

hung a dng l nhng t cht i hi tip theo.

Mt cng ty c th yu cu nhn vin l tn c mt ng gi, nhng kh yu

cu nhn vin y ci. Nu c th yu cu nhn vin ci, cng ty cng khng th

yu cu n ci y rng m v nng nhit, cho ngi tip xc cm thy vui ti

v hi lng.

Mt cng ty c th yu cu nhn vin l tn x l tnh hung da trn nhng

quy nh v s dng phng hp, quy nh ra vo cng ty, quy nh v.v Song,

cng ty khng th nh ra r rng x l th no lm hi lng ngi tip xc.

S hi lng c em li t tng hp nhng hnh ng nht qun ca ngi l tn:

t n ci, nh mt, ging ni, c ch, li ngh, s nhanh tr v nhng s hiu

bit v x hi, v nguyn tc ng x.

Di s i hi nhiu v k nng mm trong giao tip v x l cc tnh

hung v tr u mi tip xc vi khch hng,

ngi l tn khng trnh khi nhng trng hp

phi ng gia ng nghip tr li cho khch:

ng gia trng phng hnh chnh hoc phng

k thut hoc phng kinh doanh gii quyt mt

phn nn ca i tc qua in thoi hoc trc din

ti quy l tn. Nhng trng hp cn x l ca l tn vin dng pht cht,

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dng gii quyt khiu ni, dng lng nghe mi phn hi t khch hng, c th dn

nhn vin n cm gic cng thng. C khi h cn tr li mt cuc in thoi cng

lc vi tip n nim n mt khch hng ang ng trc mt .

C khi h cn tr li cng lc nhiu cuc in thoi gi n v khng th mt cuc no hoc khng ng dy no ch qu 3 ting chung...

V vy, nhng nh qun tr, cn phi quan tm v chm sc chu o hn cho

cng tc l tn t vt cht n tinh thn. Mt phn l gip nhn vin l tn cm gic

thoi mi, c quan tm xng ng vi n lc mnh b ra, hn na la din

mo cng ty, t chc i lntrn tm cao mi.