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:
4.4. To chirc thuc hien va trach nhiem cua cac don
4,4,1, Cac Trung tam Thdng tin Di dgng Khu vuc
- Dinh ky vao dau mdi nam, tien hanh ra soat va xac dinh lai cac tieu chuan (ddi
vdi khach hang Idn) de hoan chinh lai danh sach cho tung nam va giii ve P.CSKH Cdng ty phe duyet trudc khi Trung tam cap nhat vao chuang trinh "Khach hang dai lau".
- Dinh ky bang thang: tien hanh ra soat de cap nhat hoac loai bd khdi danh sach cac trudng hgp sau;
+ Cac trudng hgp bd sung them vao danh sach: trudng hgp dan vi quan ly cd yeu cdu bing van ban ve viec yeu cau dugc bd sung vao danh sach cac thue bao dugc hudng chi do CSKH dac biet, Giam ddc Trung tam can cii vao ty le khach hang dugc phan bd dl phe duyet bd sung vao danh sach hien cd.
+ Cac trudng hgp loai bd khdi danh sach: cac thue bao bi chan thdng tin do ng cudc tren 2 I^n; cit hiiy do ng cudc hoac tam khda qua ban; thue bao chuyen chu quyin; thue bao hiiy hgp ddng hoac chuyin dich vu.
+ Giii bao cao tinh hinh thuc hien va danh sach khach bang dugc cap nhat mdi
hay loai bd khdi danh sach hien cd vl P.CSKH Cdng ty (cham nhk vao ngay
10 mdi thang).
- Giii thu ngd thdng bao ve cac chinh sach uu dai ma khach hang dugc hudng cho 100% ddi tugng khach hang thugc Dieu 4.
Cap nhat 100% dir lieu khach hang tra trudc (ten khach bang, dia chi khach hang, sd CMND...) thugc cac ddi tugng khach hang thugc muc 2 Dieu 4 vao He thdng quan ly dii lieu va tinh cudc.
- Ddi vdi trudng hgp khach hang chuyen ddi hinh thiic sii dung dich vu (tra trudc sang tra sau hoac ngugc lai): dugc bd sung vao danh sach khi thda man cac tieu chi dang ap dung cho loai ddi tugng khach hang dd.
4,4.2, Cac phdng chuc nang Cong ty
1. Phdng Thanh toan cudc phi.
Chi dao cac Trung tam thuc hien viec uu dai cham chan hoac khdng chan thdng tin cac ddi tugng tren.
Dinh ky kiem tra va ra soat de dam bao cac Trung tam thuc hien theo diing chinh sach da ban hanh.
- Td chiic va quan ly thu dam bao thuc hien diing chinh sach khach hang da dugc ban hanh.
2. Phdng Cham sdc Khach hang.
- Kilm tra giam sat viec thuc bien tai cac Trung tam. 3. Phdng K I hoach Ban hang va Marketing.
- Dinh ky kilm tra va ra soat viec thuc hien ciia cac Giao dich vien tai cac Ciia
hang, dilm giao dich d^ dam bao cac Trung tam thuc hien theo diing chinh sach
4. Phdng Tin hgc Tinh cudc
- Chii tri chi dao Phdng Tin hgc cac Trung tam xay dung chuang trinh quan ly khach hang dac biet, khach hang Idn va khach hang ngoai giao, dam bao tieu chi vl quan ly van hanh va khai thac, tao dilu kien thuan Igi trong viec quan ly va cham sdc khach hang diing ddi tugng ciia chuang trinh.
Chi dao cac Trung tam xii ly cac loi phat sinh trong qua trinh van hanh chuang trinh (neu cd).