- Nhdn vien tiip xuc cdp dwai khdng cung ung dich vu chinh cho khach hang, nhung hg van
c- Cung cap dich vu cham sdc khach hang true tuyen
4.1.4- Xay dung quy trinh cham soc khach hang
NXBTK nen thuc hien dich vu khach hang theo 3 buoc can ban dudi day:
Bu&c 1: Kiem tra mirc dp thoa mdn cda khdch hdng.
Dieu trudc tien ban phai lam la kiem tra xem mirc do thda man cua khach hang đi vdi doanh nghiep nhu the naọ Cac cdng cu giiip cho ban kiem tra mirc do thda man cua khach hang gdm: Phieu tham đ y kien khach hang, hdi nghi khach hang, sd gdp y, doanh sd ban hang...
Bir&c 2: Tim nguyen nhdn khiem khuyet.
Sir khdng thda man ciia khach hang thudng roi vao 3 yeu td sau day:
(1) Yeu td sdn phdm: Cd phai khach hang thudng phan nan vdi NXB ve chat lugng san
phim, miu ma, bao bi, chiing loai XBP, gia ca, che do bao hanh, hau maị
(2) Yiu td thuan tien: La nhiing vin dl nhu phuang thirc giao nhan, thanh toan, dia dilm
giao dich, thdi gian va su linh boat.
(3) Yiu td con nguai: Day chinh la vin dk ma nhilu khach hang phan nan ve thai do tiep xiic
Ba ylu td tren la cac ylu to tru cdt dk thda man khach hang, va dilu ma tit ca khach hang
mong dgi khi mua san phim hoac dich vu cua NXB la chiing phai hoan toan dang tin caỵ Dilu nay cd nghTa la yeu td san phim ludn ludn phai dugc dat len hang diu, tiip theo la ylu tl con ngudị Tit ca nhiing nu cudi than thien, Idi chao mdi lich sir hay sir thuan tien, linh hoat diu khdng thi bii dip cho nhiing san phim khdng dang tin cay hay nhiing djch vu khdng dat tieu chuan.
Vay mudn khach hang thda man vdi san phim, dich vu cua minh, NXB hay nhin lai 3 ylu td tren, NXB da dap ling nhu the nao, cdn khiem khuyet d nhiing dilm nao dl cd bien phap cai tien ngay mdt tdt ban va de NXB ludn ludn vimg chac tren con dudng kinh doanh.
Bir&c 3: Xw ly nguyen nhdn
Sau khi biet dugc su khdng thda man cua khach hang nam d dau, NXB phai tim each xir ly nhung nguyen nhan đ de cdng viec cham sdc khach hang cua NXB ngay mdt tdt hon. Cac nguyen nhan tap trung d 2 ITnh vuc:
(1) Tinh ndng ciia he thong: NXB cd mot he thdng quan ly tdt va cd nhat quan trong muc
tieu cham sdc khach hang tir tren xudng dudi khdng.
(2) Ky ndng ciia nhdn vien: Cac nhan vien cua NXB cd dugc dao tao de cd mdt thai do, hanh
vi va nang lire phii hgp vdi cdng viec cua hg hay khdng. Cac ky nang ca nhan cin cd trong qua trinh tiip xiic vdi khach hang gdm ky nang giao tiip qua dien thoai va ky nang xir ly true dien cac tinh hudng khd khan vdi khach hang.
* Ket luan
Cham sdc khach hang cd thi quylt dinh doanh thu ciia NXB. Viec lam thoa man va hd trg khach hang trudc va sau ban se thu hiit nhung khach hang mdi din vdi website cua ban va
thu hiit ho quay lai Ian saụ Hay cung cip cho khach hang nhirng gi hg muon va ho se quay lai vdi thien y tdt!