IV. PHAN LOAI KHACH HANG V6l MUC TIEU QUAN LY VA TO CHlTC
3. Khach hang ngoai giao: la nhiing khach hang sii dung dich vu tra sau thugc:
4.2. Cac chinh sach doi voi tirng dot tutfng khach hang
4,2,1, Ddi v&i khach hang dac biet
- Thuc hien theo Dilu 10 muc II chuang II ciia Quy dinh Nghiep vu Cham sdc
khach hang dugc Tdng Cdng Ty ban hanh theo quylt dinh sd 3838/QD-GCTT ngay 26/09/2002 va tai khoan 4 muc II chuang II ciia hudng dan sd 3158/TCCBLD-GCTTngay 11/06/2003.
- Ngoai cac ngi dung tren, cac Trung tam can thuc hien cac hoat dgng cham sdc khach hang rieng ddi vdi cac khach hang nay nhu sau:
• Dugc hudng che do cham chan thdng tin khi khach hang cham thanh toan
cudc (tru cac thue bao nghiep vu). Tuy nhien, neu sau 1 thang ke tu han thanh toan cudc, neu don vi van chua thanh toan, cac nhan vien chuyen trach tai Trung tam cd trach nhiem lien he vdi dan vi quan ly thue bao (theo cac dir lieu quan ly khach hang hien cd) de de nghi cac dan vj nay thanh toan cudc cho Cdng ty. Sau 40 ngay ke tu ban thanh toan cudc, neu khach hang van khong thanh toan, cac Trung tam phai tien hanh chan thdng tin theo quy dinh va cd trach nhiem giai thich vdi khach hang neu cd thac mac, khieu nai.
• Dugc hudng che do khau tni 7% cudc su dung hang thang (tru cac thue bao nghiep vu) neu khach hang thanh toan cudc trudc ngay chan thdng tin theo quy dinh ciia quy trinh 7.2-02 "Quy trinh thanh toan cudc phi". Luu y: khach hang se khdng dugc hudng them miic khau tni cua chuang trinh chiet khau danh cho thue bao thanh toan cudc diing ban nhung van dugc tham du cac chuang trinh khuyen mai khac neu dii dieu kien tham du cua cac chuang trinh dd.
• Dugc tao dudng day uu tien khi ggi vao cac sd ho trg khach hang (vd:
18001090, 090 4/5/8 144144...). Dugc cung cdp dhx mdi giao dich true tilp
de xii ly cac giai dap thac mac cua khach hang.
• Cd nhan vien chuyen trach de phuc vu khach hang tan nai cac dich vu nhu: thanh toan cudc, thay ddi dich vu...(neu khach hang cd yeu cau).
• Dugc trd thanh hdi vien "Kim cuang"cua chuang trinh Ket ndi dai lau.
4,2,2. Doi v&i khach hang l&n va Khach hang ngoai giao
- Thuc hien theo Dilu 13 muc II chuang II ciia Quy dinh Nghiep vu Cham sdc
khach hang dugc Tong Cdng Ty ban hanh theo quylt dinh sd 3838/QD-GCTT ngay 26/09/2002 va tai Khoan 7 muc II chuang II ciia hudng dan sd
- Ngoai cac ngi dung tren, cac Trung tam can thuc hien cac boat ddng cham sdc khach hang rieng ddi vdi cac ddi tugng khach hang cu thi nhu sau:
• Dugc tao dudng day uu tien khi ggi vao cac so ho trg khach hang (vd: 18001090, 090 4/5/8 144144...). Dugc cung c4p diu mdi giao dich true tilp de xii ly cac giai dap thac mac ciia khach hang.
• Cd nhan vien chuyen trach de phuc vu khach hang tan noi cac dich vu nhu: thanh toan cudc, thay ddi dich vu...(neu khach bang cd yeu cau).
• Dugc trd thanh hdi vien "Vang"ciia chuang trinh Ket ndi dai lau.
Ben canh do, khach hang con dugc hudng them cac Igi ich sau:
• Doi vol khach hang la thue bao tra sau:
o Dugc hudng che do cham chan thdng tin khi khach hang cham thanh toan
cudc. Tuy nhien, neu sau 10 ngay ke tu han thanh toan cudc, neu don vi van chua thanh toan, cac Trung tam phai tien hanh chan thdng tin theo quy dinh va cd trach nhiem giai thich vdi khach hang neu cd thac mac, khieu nai.
o Dugc hudng che do khau tru 5% cudc su dung hang thang neu khach hang thanh toan cudc trudc ngay chan thdng tin theo quy dinh ciia quy trinh 7.2- 02 "Quy trinh thanh toan cudc phi". Luu y: khach hang se khdng dugc hudng them miic khau tni ciia chuang trinh chiet khau danh cho thue bao thanh toan cudc diing ban nhung van dugc tham du cac chuang trinh khuyin mai khac neu dii dieu kien tham du ciia cac chuang trinh dd.
* Dot voi khach hang la thue bao tra trudc:
o Dugc tang them 3% gia tri tien nap trong sudt qua trinh la khach hang Idn ciia MobiFone. (Khach hang van dugc tham du cac chuang trinh khuyen mai khac nlu dii dilu kien ciia chuang trinh).