Dich vu khach hang

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    28-Nov-2014

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  • 1. K nng Chm sc khch hng Tm Vit Group Pht huy li th cnh tranh
  • 2. N gi nht N gh N i bng hnh ng N hn N i N ghe
  • 3. Tim nhit tnh c thng minh Mt tinh Tai thnh Chn nng ng Tay rng m Ming n n ci Ngi y k nng & cng c
  • 4. Mc ch
    • Kha o to nhm mc ch:
    • Gii thch tm quan trng ca CSKH
    • Xc nh mt s bin php lm hi lng KH
  • 5. Kt qu
    • Kt thc kha hc, cc hc vin s c th:
    • Gii thch c l do v sao phi CSKH
    • Lit k c cc KH ca doanh nghip
    • p dng mt s bin php CSKH tt hn
  • 6. Chm sc khch hng
    • Khch hng
    • Khi nim chm sc khch hng
    • K nng chm sc khch hng
    • Qun l chm sc khch hng ton din
  • 7. Quan h gia CSKH v Marketing Nghin cu th trng Pht trin sn phm Qung co nh gi Chm sc khch hng Tm kim khch hng mi Khuyn mi Phn phi v. v.
  • 8. Chm sc khch hng
    • Khch hng
    • Khi nim chm sc khch hng
    • K nng chm sc khch hng
    • Qun l chm sc khch hng ton din
  • 9. Khch hng
    • Tm quan trng ca khch hng
    • Khi nim khch hng
    • Cc loi khch hng
  • 10. Tm quan trng ca KH Sc mua ca KH Gy ra Cnh tranh Dn n Quyn la chn
  • 11. Tm quan trng ca KH Chng ta ang kinh doanh ci g?
  • 12. Tm quan trng ca KH
      • Doanh nghip hot ng tha mn nhu cu ca khch hng qua thu c li nhun.
  • 13. Khch hng
    • Tm quan trng ca khch hng
    • Khi nim khch hng
    • Cc loi khch hng
  • 14. Khch hng l Thng
  • 15. Khch hng l
    • Ngi cho ta vic lm
    • Ngi cho cng ty li nhun
    • Ngi m ta ph thuc vo
    • Khch hng khng phi l tranh ci
    • Khng ai thng khi ci nhau vi KH
    • Ngi thng tin v i th cnh tranh
  • 16. Khch hng l "ng ch" duy nht tr lng, sa thi nhn vin, k c gim c, thm ch gii th cng ty bng cch tiu tin ch khc. Gim c ch l ngi thc thi mnh lnh ca khch hng.
  • 17. Khch hng l ai? Ngi quyt nh Ngi th hng Ngi s dng
  • 18. Khch hng l ai?
    • Khch hng khng nht thit l ngi mua hng ca ta.
  • 19. Khch hng l ai? Tip tn Bp Thu ngn Mua sm thc phm Phc v bn Ban an ton v sinh thc phm Khch t bn Cc thu Khch n ung
  • 20. Khch hng l ai? Tip tn Bp Thu ngn Mua sm thc phm Phc v bn Ban an ton v sinh thc phm Khch t bn Cc thu Khch n ung
  • 21. Khch hng
    • Tm quan trng ca khch hng
    • Khi nim khch hng
    • Cc loi khch hng
  • 22. Khch hng bn ngoi
    • Khch hng bn ngoi l nhng ngi khng thuc doanh nghip v l i tng phc v ca doanh nghip.
  • 23. Khch hng tim nng
    • C nhu cu v sn phm, dch v
    • C kh nng thanh ton
    • C kh nng tip cn
    • C quyn mua (ai c quyn quyt nh?)
  • 24. Khch hng tim nng nh tin trong ti khon ca cng ty
  • 25. Khch hng tim nng nh dng mu ca mt c th kho mnh
  • 26. Khng nh gi ng khch hng tim nng ng ngha vi vic lng ph thi gian, doanh s v tin bc.
  • 27. M.A.N. Money, Authority & Need
  • 28. Khch hng ni b
    • Khch hng ni b l nhng ngi cng lm vic trong doanh nghip v s dng sn phm hoc dch v ca nhau phc v khch hng bn ngoi.
  • 29. Khch hng bn ngoi tr lng cho ta (tin) Khch hng ni b cho ta tnh cm (tnh) sng, ta cn tin bc v tnh cm C ngha l cn Khch hng
  • 30. Khch hng
    • Tm quan trng ca khch hng
    • Khi nim khch hng
    • Cc loi khch hng
  • 31. Suy cho cng mi ngi u sng bng cch bn mt ci g R.L.Stevenson
  • 32. Chm sc khch hng
    • Khch hng
    • Khi nim chm sc khch hng
    • K nng chm sc khch hng
    • Qun l chm sc khch hng ton din
  • 33. Chm sc khch hng
    • Khi nim
    • Ba yu t c bn tho mn khch hng
  • 34. Chm sc khch hng Phc v khch hng THEO CCH H MONG MUN c phc v Lm nhng vic cn thit GI khch hng bn ang c v
  • 35. Khi nim CRM
    • CRM l mt chin lc kinh doanh nhm
      • chn la v QL KH ti u ha GT lu di
    • CRM i hi:
      • Mt trit l kinh doanh nh hng vo KH
      • Vn ha nh hng vo KH
    • h tr:
      • Hot ng marketing v bn hng
      • Qu trnh cung cp dch v hiu qu
  • 36. Khi nim CRM
    • CRM m rng khi nim bn hng:
      • t mt hnh ng ring bit ca mt NV
      • n mt qu trnh lin tc lin quan mi ngi
    • Quan h con ngi l ng lc c bn
  • 37. Chm sc khch hng
    • Khi nim
    • Ba yu t c bn tho mn khch hng
  • 38. Khch hng mong mun g? S hi lng cao nht khi s dng sn phm v dch v ca doanh nghip