Trainer: Ms. Quỳnh
Customer
Service
Jan, 2023
Nội dung
Khách hàng là ai
Tầm quan trọng của Khách hàng
Bí quyết chăm sóc khách hàng
Hình thức chăm sóc khách hàng
Kỹ năng chăm sóc khách hàng
Thực hành
Khách hàng là ai
Mỗi một ngành nghề đều có những vị khách riêng của mình KHÁCH HÀNG CỦA SALES ADMIN LÀ AI?
Yếu tố
Tác dụng
Phân loại
WHO
- Thu hút
- Thỏa mãn
- Duy trì khách hàng
- Mang lại lợi nhuận cho doanh nghiệp
- Người cho ta việc làm
- Khách hàng nội bộ
- Khách hàng bên ngoài
Khách hàng là của toàn bộ các cấp bậc trong doanh nghiệp, vì vậy ai cũng cần học cách làm hài lòng khách hàng
Tầm quan trọng của Khách Hàng
Khách hàng không chỉ là người có quyền lựa chọn mà còn có quyền mua.
“Khách hàng là thượng đế”.
Chăm sóc khách hàng để làm gì?
Một doanh nghiệp có thành công hay không là nhờ sự ủng hộ của khách hàng.
Sự hài lòng của khách hàng quyết định sự tồn tại và hưng thịnh của doanh nghiệp. Mỗi doanh nghiệp cần cải thiện dịch vụ chăm sóc khách hàng thường xuyên để nhận được những lời đánh giá cao từ khách.
Khách hàng đóng giữ vai trò vô cùng quan trọng đối với sự sống còn của một doanh nghiệp.
Cần lắng nghe, chia sẻ và thấu hiểu với khách hàng.
Bí quyết chăm sóc khách hàng
Advice 1
Advice 4
Đào tạo nhân viên
Giữ lời hứa
Advice 2
Advice 5
Tôn trọng khách hàng
Lắng nghe khách hàng
Advice 3
Advice 6
Tiếp cận khách hàng
Chú ý lời nói
Hình thức chăm sóc khách hàng
Một nhân viên thực hiện dịch vụ chăm sóc khách hàng cần phải giữ liên lạc thường xuyên với khách hàng, phản hồi nhanh chóng, thân thiện, luôn luôn lắng nghe, có trách nhiệm và hiểu rõ tâm lý khách hàng
Cần phải có kỹ năng chăm sóc khách hàng ngoài kỹ năng chuyên môn.
3 hình thức
Trực tiếp
Qua Email/ Zalo/ Skype...
Qua điện thoại
Customer presentation
Write anawesome title
Contextualize your topic
Did you know that Genially allows you to share your creation directly, with no need to download? All ready for your audience to view it from any device and share it anywhere.
+ Info
Customer presentation
A boring presentation
A Wow presentation
You know a presentation is boring when you see that your audience is in a daze, no one has understood anything you’ve said.
You know it’s a Wow presentation when you hold your audience’s attention, everyone assimilates the information you’ve shared.
Frequently Asked Questions
You can make an outline to summarize the content and use words that will be imprinted in the memories of your audience.
08:00
If you’re going to present live, we recommend training your voice and rehearsing; the best improvisation happens when you’re prepared!
10:00
Show enthusiasm, smile, and maintain eye contact with your audience..
12:00
Frequently Asked Questions
Situation I
Calmly and concisely. Summarize the content.
Situation II
Using an outline, to convey everything in an orderly fashion.
Situation III
Insert an awesome video
Show enthusiasm! Breathe deeply and say what you came to say.
Write a subtitle here
And use this space to caption it. Multimedia content is essential in a presentation.
Situation IV
After plenty of practice. Improvisation works best when you’re prepared!
Difficult situations
Step 1
Plan
Communicate
Subtitle here
You can add interactivity to your timeline.
Step 2
And animations to make it fun.
Message
Step 3
Structure
Subtitle here
Impress
The important thing is for everything to be suitable for the topic.
Step 4
You can briefly describe what the timeline of your presentation consists of and state the milestones achieved verbally so that no one falls asleep.
And for you to wow your audience.
+1
Thank you!
Write an awesome title
When you tell us a story, it excites us, and can even move us, which means that we remember stories up to 20 times more than any other content we consume.
Don’t forget to publish!
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
Customer service manual
Quỳnh Ngọc
Created on December 28, 2023
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Transcript
Trainer: Ms. Quỳnh
Customer
Service
Jan, 2023
Nội dung
Khách hàng là ai
Tầm quan trọng của Khách hàng
Bí quyết chăm sóc khách hàng
Hình thức chăm sóc khách hàng
Kỹ năng chăm sóc khách hàng
Thực hành
Khách hàng là ai
Mỗi một ngành nghề đều có những vị khách riêng của mình KHÁCH HÀNG CỦA SALES ADMIN LÀ AI?
Yếu tố
Tác dụng
Phân loại
WHO
Khách hàng là của toàn bộ các cấp bậc trong doanh nghiệp, vì vậy ai cũng cần học cách làm hài lòng khách hàng
Tầm quan trọng của Khách Hàng
Khách hàng không chỉ là người có quyền lựa chọn mà còn có quyền mua.
“Khách hàng là thượng đế”.
Chăm sóc khách hàng để làm gì?
Một doanh nghiệp có thành công hay không là nhờ sự ủng hộ của khách hàng.
Sự hài lòng của khách hàng quyết định sự tồn tại và hưng thịnh của doanh nghiệp. Mỗi doanh nghiệp cần cải thiện dịch vụ chăm sóc khách hàng thường xuyên để nhận được những lời đánh giá cao từ khách.
Khách hàng đóng giữ vai trò vô cùng quan trọng đối với sự sống còn của một doanh nghiệp.
Cần lắng nghe, chia sẻ và thấu hiểu với khách hàng.
Bí quyết chăm sóc khách hàng
Advice 1
Advice 4
Đào tạo nhân viên
Giữ lời hứa
Advice 2
Advice 5
Tôn trọng khách hàng
Lắng nghe khách hàng
Advice 3
Advice 6
Tiếp cận khách hàng
Chú ý lời nói
Hình thức chăm sóc khách hàng
Một nhân viên thực hiện dịch vụ chăm sóc khách hàng cần phải giữ liên lạc thường xuyên với khách hàng, phản hồi nhanh chóng, thân thiện, luôn luôn lắng nghe, có trách nhiệm và hiểu rõ tâm lý khách hàng
Cần phải có kỹ năng chăm sóc khách hàng ngoài kỹ năng chuyên môn.
3 hình thức
Trực tiếp
Qua Email/ Zalo/ Skype...
Qua điện thoại
Customer presentation
Write anawesome title
Contextualize your topic
Did you know that Genially allows you to share your creation directly, with no need to download? All ready for your audience to view it from any device and share it anywhere.
+ Info
Customer presentation
A boring presentation
A Wow presentation
You know a presentation is boring when you see that your audience is in a daze, no one has understood anything you’ve said.
You know it’s a Wow presentation when you hold your audience’s attention, everyone assimilates the information you’ve shared.
Frequently Asked Questions
You can make an outline to summarize the content and use words that will be imprinted in the memories of your audience.
08:00
If you’re going to present live, we recommend training your voice and rehearsing; the best improvisation happens when you’re prepared!
10:00
Show enthusiasm, smile, and maintain eye contact with your audience..
12:00
Frequently Asked Questions
Situation I
Calmly and concisely. Summarize the content.
Situation II
Using an outline, to convey everything in an orderly fashion.
Situation III
Insert an awesome video
Show enthusiasm! Breathe deeply and say what you came to say.
Write a subtitle here
And use this space to caption it. Multimedia content is essential in a presentation.
Situation IV
After plenty of practice. Improvisation works best when you’re prepared!
Difficult situations
Step 1
Plan
Communicate
Subtitle here
You can add interactivity to your timeline.
Step 2
And animations to make it fun.
Message
Step 3
Structure
Subtitle here
Impress
The important thing is for everything to be suitable for the topic.
Step 4
You can briefly describe what the timeline of your presentation consists of and state the milestones achieved verbally so that no one falls asleep.
And for you to wow your audience.
+1
Thank you!
Write an awesome title
When you tell us a story, it excites us, and can even move us, which means that we remember stories up to 20 times more than any other content we consume.
Don’t forget to publish!
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.
Got an idea?
Let the communication flow!
With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.