{"id":2883,"date":"2026-10-01T02:21:37","date_gmt":"2026-09-30T19:21:37","guid":{"rendered":"https:\/\/books.inti.foundation\/?p=2883"},"modified":"2026-10-01T06:08:17","modified_gmt":"2026-09-30T23:08:17","slug":"quy-trinh-xu-ly-phan-nan-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/books.inti.foundation\/en\/quy-trinh-xu-ly-phan-nan-cua-khach-hang\/","title":{"rendered":"Quy tr\u00ecnh x\u1eed l\u00fd ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng: 3 \u0110\u1ed4I v\u00e0 BLAST"},"content":{"rendered":"<p><strong>Theo b\u00e0i \u00abGi\u1ea3i quy\u1ebft ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng\u00bb trong s\u00e1ch Kh\u1edfi Nghi\u1ec7p Th\u00f4ng Minh c\u1ee7a T\u1ea1 Minh Tu\u1ea5n, quy tr\u00ecnh g\u1ed3m \u00ab3 \u0110\u1ed4I\u00bb (\u0111\u1ed5i ng\u01b0\u1eddi ti\u1ebfp nh\u1eadn, \u0111\u1ecba \u0111i\u1ec3m, th\u1eddi gian) \u0111\u1ec3 h\u1ea1 nhi\u1ec7t, r\u1ed3i n\u0103m b\u01b0\u1edbc BLAST: tin, l\u1eafng nghe, xin l\u1ed7i, l\u00e0m h\u00e0i l\u00f2ng, c\u1ea3m \u01a1n.<\/strong> N\u1ec1n c\u1ee7a c\u1ea3 hai: l\u1eddi ph\u00e0n n\u00e0n l\u00e0 m\u1ed9t m\u00f3n qu\u00e0.<\/p>\n<p><a href=\"https:\/\/treasury.inti.foundation\/sach\/khoi-nghiep-thong-minh-theo-phong-cach-tmt-ebook\">Kh\u1edfi Nghi\u1ec7p Th\u00f4ng Minh Theo Phong C\u00e1ch TMT<\/a> l\u00e0 tuy\u1ec3n t\u1eadp b\u00e0i ng\u1eafn v\u1ec1 kh\u1edfi nghi\u1ec7p, v\u00e0 b\u00e0i n\u00e0y \u0111\u01b0\u1ee3c vi\u1ebft t\u1eeb g\u00f3c nh\u00ecn c\u1ee7a ng\u01b0\u1eddi l\u00e0m d\u1ecbch v\u1ee5. \u00ab3 \u0110\u1ed4I\u00bb l\u00e0 \u0111i\u1ec1u t\u00e1c gi\u1ea3 cho bi\u1ebft m\u00ecnh hay r\u00e0 so\u00e1t v\u00e0 \u00e1p d\u1ee5ng m\u1ed7i khi c\u00f3 kh\u00e1ch ph\u00e0n n\u00e0n. BLAST l\u00e0 c\u00f4ng th\u1ee9c t\u00e1c gi\u1ea3 cho bi\u1ebft m\u00ecnh th\u01b0\u1eddng d\u00f9ng; s\u00e1ch kh\u00f4ng n\u00f3i \u0111\u00e2y l\u00e0 c\u00f4ng th\u1ee9c do t\u00e1c gi\u1ea3 \u0111\u1eb7t ra.<\/p>\n<h2>V\u00ec sao s\u00e1ch g\u1ecdi l\u1eddi ph\u00e0n n\u00e0n l\u00e0 m\u1ed9t m\u00f3n qu\u00e0?<\/h2>\n<blockquote><p>\u00abL\u1eddi ph\u00e0n n\u00e0n l\u00e0 m\u1ed9t m\u00f3n qu\u00e0!\u00bb \u2013 Kh\u1edfi Nghi\u1ec7p Th\u00f4ng Minh Theo Phong C\u00e1ch TMT<\/p><\/blockquote>\n<p>Trong d\u1ecbch v\u1ee5, theo s\u00e1ch, x\u1eed l\u00fd ph\u00e0n n\u00e0n l\u00e0 ph\u1ea7n t\u1ea5t y\u1ebfu khi kh\u1edfi nghi\u1ec7p v\u00e0 c\u1ea3 v\u1ec1 sau, v\u00ec m\u1ecdi th\u1ee9 ch\u01b0a th\u1ec3 ho\u00e0n h\u1ea3o. T\u00e1c gi\u1ea3 ph\u00e2n bi\u1ec7t \u00abkh\u00f4ng l\u1eafng nghe \u0111\u01b0\u1ee3c l\u1eddi ph\u00e0n n\u00e0n\u00bb v\u1edbi \u00abkh\u00f4ng c\u00f3 l\u1eddi ph\u00e0n n\u00e0n\u00bb: im l\u1eb7ng ch\u01b0a ch\u1eafc l\u00e0 d\u1ea5u hi\u1ec7u t\u1ed1t. Nhi\u1ec1u khi doanh nghi\u1ec7p c\u00f2n c\u1ea7n c\u01a1 ch\u1ebf khuy\u1ebfn kh\u00edch kh\u00e1ch ph\u00e0n n\u00e0n, qua kh\u1ea3o s\u00e1t v\u00e0 k\u00eanh ph\u1ea3n h\u1ed3i, \u0111\u1ec3 bi\u1ebft m\u00ecnh k\u00e9m ch\u1ed7 n\u00e0o m\u00e0 s\u1eeda. N\u1ebfu kh\u00f4ng, b\u1ea5t m\u00e3n \u00e2m th\u1ea7m t\u00edch l\u1ea1i cho t\u1edbi l\u00fac b\u00f9ng l\u00ean, v\u00e0 d\u01b0 lu\u1eadn v\u00e2y l\u1ea5y doanh nghi\u1ec7p trong khi ng\u01b0\u1eddi ch\u1ee7 ch\u01b0a h\u1ec1 h\u00ecnh dung ra r\u1ee7i ro \u1ea5y.<\/p>\n<p>S\u00e1ch th\u1eeba nh\u1eadn x\u1eed l\u00fd t\u1ed1t l\u1eddi ph\u00e0n n\u00e0n l\u00e0 c\u1ea3 m\u1ed9t ngh\u1ec7 thu\u1eadt, nh\u01b0ng may l\u00e0 n\u00f3 \u0111\u00e3 \u0111\u01b0\u1ee3c \u00abkhoa h\u1ecdc h\u00f3a\u00bb nhi\u1ec1u ph\u1ea7n th\u00e0nh nh\u1eefng c\u00f4ng th\u1ee9c \u1ee9ng x\u1eed c\u1ee5 th\u1ec3.<\/p>\n<h2>Kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n ph\u1ea3i l\u00e0m sao? B\u01b0\u1edbc \u0111\u1ea7u l\u00e0 \u00ab3 \u0110\u1ed4I\u00bb<\/h2>\n<p>Khi c\u00f3 m\u1ed9t kh\u00e1ch ph\u00e0n n\u00e0n, t\u00e1c gi\u1ea3 r\u00e0 so\u00e1t ba \u0111i\u1ec1u:<\/p>\n<ol>\n<li><strong>\u0110\u1ed5i nh\u00e2n vi\u00ean.<\/strong> \u0110\u1ec3 m\u1ed9t ng\u01b0\u1eddi kh\u00e1c ti\u1ebfp nh\u1eadn, v\u00ec ng\u01b0\u1eddi c\u0169 \u0111\u00e3 \u0111\u1ec3 l\u1ea1i \u1ea5n t\u01b0\u1ee3ng kh\u00f4ng t\u1ed1t trong m\u1eaft kh\u00e1ch.<\/li>\n<li><strong>\u0110\u1ed5i \u0111\u1ecba \u0111i\u1ec3m.<\/strong> Tr\u00e1nh x\u1eed l\u00fd ngay \u1edf m\u1eb7t ti\u1ec1n, n\u01a1i c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng t\u1edbi h\u00ecnh \u1ea3nh c\u00f4ng ty; c\u00f3 th\u1ec3 m\u1eddi kh\u00e1ch g\u1eb7p ng\u01b0\u1eddi qu\u1ea3n l\u00fd \u1edf m\u1ed9t ch\u1ed7 kh\u00e1c.<\/li>\n<li><strong>\u0110\u1ed5i th\u1eddi gian li\u00ean h\u1ec7.<\/strong> C\u1ea7n kh\u1ea9n tr\u01b0\u01a1ng, nh\u01b0ng n\u1ebfu t\u00ecnh h\u00ecnh qu\u00e1 c\u0103ng, c\u00f3 th\u1ec3 h\u1eb9n m\u1ed9t d\u1ecbp kh\u00e1c, ch\u1eb3ng h\u1ea1n \u0111\u1ec3 c\u1ea5p qu\u1ea3n l\u00fd g\u1eb7p kh\u00e1ch v\u1edbi ph\u01b0\u01a1ng \u00e1n kh\u1eafc ph\u1ee5c t\u1ed1t h\u01a1n. \u0110\u1ebfn l\u00fac \u0111\u00f3, kh\u00e1ch th\u01b0\u1eddng \u0111\u00e3 ngu\u00f4i gi\u1eadn.<\/li>\n<\/ol>\n<p>M\u1ed7i \u00ab\u0111\u1ed5i\u00bb c\u00f3 l\u00fd do ri\u00eang: ng\u01b0\u1eddi m\u1edbi kh\u00f4ng mang theo \u1ea5n t\u01b0\u1ee3ng c\u0169, ch\u1ed7 kh\u00e1c kh\u00f4ng \u1ea3nh h\u01b0\u1edfng t\u1edbi h\u00ecnh \u1ea3nh chung, th\u1eddi \u0111i\u1ec3m kh\u00e1c cho kh\u00e1ch th\u1eddi gian ngu\u00f4i gi\u1eadn. C\u1ea3 ba gi\u00fap ph\u1ea7n gi\u1ea3i quy\u1ebft ph\u00eda sau di\u1ec5n ra b\u00ecnh t\u0129nh h\u01a1n, nh\u01b0ng kh\u00f4ng thay cho s\u1ef1 kh\u1ea9n tr\u01b0\u01a1ng m\u00e0 s\u00e1ch nh\u1ea5n m\u1ea1nh.<\/p>\n<h2>N\u0103m b\u01b0\u1edbc BLAST trong quy tr\u00ecnh x\u1eed l\u00fd ph\u00e0n n\u00e0n<\/h2>\n<p>Theo s\u00e1ch, ti\u1ebfp nh\u1eadn th\u00f4i ch\u01b0a \u0111\u1ee7. Doanh nghi\u1ec7p c\u1ea7n m\u1ed9t quy tr\u00ecnh \u0111\u1ec3 bi\u1ebfn l\u1eddi ph\u00e0n n\u00e0n th\u00e0nh gi\u00e1 tr\u1ecb, v\u00ec m\u1ee5c ti\u00eau c\u1ee7a m\u1ed9t doanh nghi\u1ec7p m\u1edbi kh\u1edfi s\u1ef1 l\u00e0 li\u00ean t\u1ee5c h\u1ecdc h\u1ecfi \u0111\u1ec3 t\u00ecm ra <a href=\"https:\/\/books.inti.foundation\/mo-hinh-kinh-doanh-startup\/\">m\u00f4 h\u00ecnh kinh doanh<\/a> gi\u00fap m\u00ecnh t\u1ed3n t\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n. Quy tr\u00ecnh t\u00e1c gi\u1ea3 th\u01b0\u1eddng d\u00f9ng l\u00e0 BLAST:<\/p>\n<ol>\n<li><strong>Believe \u2013 tin kh\u00e1ch.<\/strong> Ch\u1ecdn tin t\u01b0\u1edfng kh\u00e1ch h\u00e0ng v\u00e0 th\u1ec3 hi\u1ec7n s\u1ef1 ch\u00e2n th\u00e0nh, \u0111\u1ec3 kh\u00e1ch tin r\u1eb1ng doanh nghi\u1ec7p s\u1eb5n s\u00e0ng \u0111\u1ee9ng ra gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 cho h\u1ecd.<\/li>\n<li><strong>Listen \u2013 l\u1eafng nghe.<\/strong> Kh\u00f4ng ng\u1eaft l\u1eddi, \u0111\u1ec3 kh\u00e1ch n\u00f3i h\u1ebft, \u0111\u1eebng \u0111\u1ec3 c\u1ea3m x\u00fac c\u1ee7a m\u00ecnh chi ph\u1ed1i. Cho kh\u00e1ch th\u1ea5y m\u00ecnh \u0111ang nghe, th\u1ec9nh tho\u1ea3ng nh\u1eafc l\u1ea1i \u00fd h\u1ecd v\u1eeba n\u00f3i. S\u00e1ch nh\u1eadn x\u00e9t ng\u01b0\u1eddi n\u00f3i sau th\u01b0\u1eddng nh\u1eadn ra v\u1ea5n \u0111\u1ec1 v\u00e0 \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p t\u1ed1t h\u01a1n.<\/li>\n<li><strong>Apologize \u2013 xin l\u1ed7i tr\u01b0\u1edbc.<\/strong> C\u1ea3m x\u00fac th\u01b0\u1eddng \u0111i tr\u01b0\u1edbc l\u00fd tr\u00ed, n\u00ean kh\u00f4ng tranh \u0111\u00fang sai v\u1edbi ng\u01b0\u1eddi \u0111ang b\u1ecb c\u1ea3m x\u00fac chi ph\u1ed1i. \u0110\u00fang hay sai kh\u00f4ng quan tr\u1ecdng b\u1eb1ng vi\u1ec7c sau c\u00f9ng kh\u00e1ch c\u00f2n tin doanh nghi\u1ec7p hay kh\u00f4ng. Th\u1eafng m\u1ecdi cu\u1ed9c tranh c\u00e3i m\u00e0 m\u1ea5t h\u1ebft kh\u00e1ch h\u00e0ng th\u00ec ch\u1eb3ng \u0111\u01b0\u1ee3c g\u00ec.<\/li>\n<li><strong>Satisfy \u2013 l\u00e0m kh\u00e1ch h\u00e0i l\u00f2ng.<\/strong> \u0110\u01b0a ra gi\u1ea3i ph\u00e1p, \u0111\u1ec1n b\u00f9 ho\u1eb7c qu\u00e0 t\u1eb7ng. S\u00e1ch khuy\u00ean coi \u0111\u00e2y l\u00e0 kho\u1ea3n \u0111\u1ea7u t\u01b0 ch\u1ee9 kh\u00f4ng ph\u1ea3i chi ph\u00ed, v\u00ec kh\u00e1ch kh\u00f4ng h\u00e0i l\u00f2ng d\u1ec5 \u0111i k\u1ec3 ti\u1ebfng x\u1ea5u cho nhi\u1ec1u ng\u01b0\u1eddi; x\u1eed l\u00fd t\u1ed1t th\u00ec c\u00f3 khi kh\u00e1ch l\u1ea1i th\u00e0nh ng\u01b0\u1eddi \u0111i k\u1ec3 \u00abti\u1ebfng th\u01a1m\u00bb cho doanh nghi\u1ec7p.<\/li>\n<li><strong>Thanks \u2013 c\u1ea3m \u01a1n.<\/strong> C\u1ea3m \u01a1n kh\u00e1ch \u0111\u00e3 b\u00e1o cho m\u00ecnh bi\u1ebft, gi\u00fap doanh nghi\u1ec7p ho\u00e0n thi\u1ec7n h\u01a1n.<\/li>\n<\/ol>\n<h2>Nguy\u00ean t\u1eafc v\u00e0ng: kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p \u0111\u1ee9ng c\u00f9ng m\u1ed9t ph\u00eda<\/h2>\n<p>Bao tr\u00f9m c\u1ea3 \u00ab3 \u0110\u1ed4I\u00bb l\u1eabn BLAST l\u00e0 m\u1ed9t nguy\u00ean t\u1eafc m\u00e0 s\u00e1ch g\u1ecdi l\u00e0 nguy\u00ean t\u1eafc v\u00e0ng khi x\u1eed l\u00fd ph\u00e0n n\u00e0n trong ng\u00e0nh d\u1ecbch v\u1ee5: \u0111\u1eebng \u0111\u1ec3 doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng th\u00e0nh hai phe \u0111\u1ed1i l\u1eadp, m\u00e0 h\u00e3y k\u00e9o kh\u00e1ch v\u1ec1 c\u00f9ng ph\u00eda v\u1edbi doanh nghi\u1ec7p \u0111\u1ec3 c\u1ea3 hai c\u00f9ng x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1. Khi kh\u00e1ch th\u1ea5y m\u00ecnh \u0111ang \u0111\u01b0\u1ee3c gi\u00fap ch\u1ee9 kh\u00f4ng b\u1ecb c\u00e3i l\u1ea1i, l\u1eddi ph\u00e0n n\u00e0n m\u1edbi th\u1eadt s\u1ef1 tr\u1edf th\u00e0nh m\u00f3n qu\u00e0.<\/p>\n<p>\u0110\u1ec3 m\u00f3n qu\u00e0 \u1ea5y kh\u00f4ng tr\u00f4i \u0111i, ban bi\u00ean t\u1eadp g\u1ee3i \u00fd th\u00eam m\u1ed9t th\u00f3i quen nh\u1ecf ngo\u00e0i s\u00e1ch: sau m\u1ed7i l\u1ea7n x\u1eed l\u00fd, ghi l\u1ea1i kh\u00e1ch ph\u00e0n n\u00e0n \u0111i\u1ec1u g\u00ec, nguy\u00ean nh\u00e2n g\u1ed1c n\u1eb1m \u1edf \u0111\u00e2u v\u00e0 kh\u00e2u n\u00e0o trong quy tr\u00ecnh c\u1ea7n s\u1eeda. C\u00e1ch bi\u1ebfn b\u00e0i h\u1ecdc th\u00e0nh thay \u0111\u1ed5i c\u1ee5 th\u1ec3 \u0111\u01b0\u1ee3c b\u00e0n k\u1ef9 h\u01a1n trong b\u00e0i <a href=\"https:\/\/books.inti.foundation\/hoc-tu-that-bai\/\">h\u1ecdc t\u1eeb th\u1ea5t b\u1ea1i: quy tr\u00ecnh 6 b\u01b0\u1edbc<\/a>.<\/p>\n<h2>Th\u1eed trong 5 ph\u00fat: so\u1ea1n s\u1eb5n k\u1ecbch b\u1ea3n cho l\u1ea7n ph\u00e0n n\u00e0n t\u1edbi<\/h2>\n<ul>\n<li><strong>Ba \u00ab\u0111\u1ed5i\u00bb chu\u1ea9n b\u1ecb tr\u01b0\u1edbc:<\/strong> ai s\u1ebd thay ng\u01b0\u1eddi ti\u1ebfp nh\u1eadn, kh\u00e1ch s\u1ebd \u0111\u01b0\u1ee3c m\u1eddi ng\u1ed3i \u1edf \u0111\u00e2u, v\u00e0 khi n\u00e0o th\u00ec n\u00ean h\u1eb9n l\u1ea1i thay v\u00ec gi\u1ea3i quy\u1ebft ngay.<\/li>\n<li><strong>N\u0103m c\u00e2u m\u1eabu theo BLAST<\/strong> (ban bi\u00ean t\u1eadp g\u1ee3i \u00fd, b\u1ea1n ch\u1ec9nh theo gi\u1ecdng c\u1ee7a m\u00ecnh): <em>T\u00f4i hi\u1ec3u anh ch\u1ecb \u0111ang r\u1ea5t kh\u00f3 ch\u1ecbu, v\u00e0 t\u00f4i \u1edf \u0111\u00e2y \u0111\u1ec3 gi\u1ea3i quy\u1ebft vi\u1ec7c n\u00e0y<\/em>; <em>Anh ch\u1ecb c\u1ee9 n\u00f3i h\u1ebft, t\u00f4i \u0111ang ghi l\u1ea1i<\/em>; <em>T\u00f4i xin l\u1ed7i v\u00ec tr\u1ea3i nghi\u1ec7m v\u1eeba r\u1ed3i<\/em>; <em>Ch\u00fang t\u00f4i \u0111\u1ec1 xu\u1ea5t c\u00e1ch kh\u1eafc ph\u1ee5c nh\u01b0 sau<\/em>; <em>C\u1ea3m \u01a1n anh ch\u1ecb \u0111\u00e3 cho ch\u00fang t\u00f4i bi\u1ebft<\/em>.<\/li>\n<li><strong>M\u1ed9t k\u00eanh \u0111\u1ec3 kh\u00e1ch d\u1ec5 l\u00ean ti\u1ebfng:<\/strong> m\u1ed9t phi\u1ebfu kh\u1ea3o s\u00e1t ng\u1eafn ho\u1eb7c m\u1ed9t \u0111\u1ea7u m\u1ed1i ph\u1ea3n h\u1ed3i r\u00f5 r\u00e0ng, \u0111\u00fang nh\u01b0 s\u00e1ch khuy\u00ean n\u00ean khuy\u1ebfn kh\u00edch kh\u00e1ch ph\u00e0n n\u00e0n.<\/li>\n<\/ul>\n<p>\u0110\u00e2y l\u00e0 kinh nghi\u1ec7m tham kh\u1ea3o t\u1eeb s\u00e1ch; v\u1edbi khi\u1ebfu n\u1ea1i li\u00ean quan t\u1edbi h\u1ee3p \u0111\u1ed3ng, an to\u00e0n hay ph\u00e1p l\u00fd, doanh nghi\u1ec7p c\u1ea7n l\u00e0m theo quy \u0111\u1ecbnh hi\u1ec7n h\u00e0nh v\u00e0 h\u1ecfi ng\u01b0\u1eddi c\u00f3 chuy\u00ean m\u00f4n.<\/p>\n<h2>H\u1ecfi \u2013 \u0111\u00e1p<\/h2>\n<h3>Kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n ph\u1ea3i l\u00e0m sao ngay l\u00fac \u0111\u1ea7u?<\/h3>\n<p>Theo s\u00e1ch Kh\u1edfi Nghi\u1ec7p Th\u00f4ng Minh Theo Phong C\u00e1ch TMT, vi\u1ec7c \u0111\u1ea7u ti\u00ean l\u00e0 h\u1ea1 nhi\u1ec7t b\u1eb1ng \u00ab3 \u0110\u1ed4I\u00bb: \u0111\u1ec3 m\u1ed9t nh\u00e2n vi\u00ean kh\u00e1c ti\u1ebfp nh\u1eadn, m\u1eddi kh\u00e1ch sang ch\u1ed7 kh\u00e1c thay v\u00ec x\u1eed l\u00fd ngay \u1edf m\u1eb7t ti\u1ec1n, v\u00e0 n\u1ebfu t\u00ecnh h\u00ecnh qu\u00e1 c\u0103ng th\u00ec h\u1eb9n m\u1ed9t th\u1eddi \u0111i\u1ec3m kh\u00e1c, khi qu\u1ea3n l\u00fd c\u00f3 ph\u01b0\u01a1ng \u00e1n t\u1ed1t h\u01a1n. Sau \u0111\u00f3 m\u1edbi \u0111i v\u00e0o n\u0103m b\u01b0\u1edbc BLAST, b\u1eaft \u0111\u1ea7u b\u1eb1ng tin kh\u00e1ch v\u00e0 l\u1eafng nghe tr\u1ecdn v\u1eb9n.<\/p>\n<h3>C\u00f4ng th\u1ee9c BLAST g\u1ed3m nh\u1eefng b\u01b0\u1edbc n\u00e0o?<\/h3>\n<p>BLAST g\u1ed3m n\u0103m b\u01b0\u1edbc: Believe \u2013 tin kh\u00e1ch v\u00e0 th\u1ec3 hi\u1ec7n s\u1ef1 ch\u00e2n th\u00e0nh; Listen \u2013 l\u1eafng nghe, kh\u00f4ng ng\u1eaft l\u1eddi, nh\u1eafc l\u1ea1i \u00fd kh\u00e1ch; Apologize \u2013 xin l\u1ed7i tr\u01b0\u1edbc, kh\u00f4ng tranh \u0111\u00fang sai l\u00fac kh\u00e1ch \u0111ang gi\u1eadn; Satisfy \u2013 \u0111\u01b0a gi\u1ea3i ph\u00e1p, \u0111\u1ec1n b\u00f9 ho\u1eb7c qu\u00e0, coi \u0111\u00f3 l\u00e0 \u0111\u1ea7u t\u01b0; Thanks \u2013 c\u1ea3m \u01a1n kh\u00e1ch \u0111\u00e3 g\u00f3p \u00fd. T\u00e1c gi\u1ea3 cho bi\u1ebft m\u00ecnh th\u01b0\u1eddng d\u00f9ng c\u00f4ng th\u1ee9c n\u00e0y; s\u00e1ch kh\u00f4ng n\u00f3i \u0111\u00e2y l\u00e0 c\u00f4ng th\u1ee9c do t\u00e1c gi\u1ea3 \u0111\u1eb7t ra.<\/p>\n<h3>V\u00ec sao n\u00ean khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n?<\/h3>\n<p>V\u00ec kh\u00f4ng nghe th\u1ea5y l\u1eddi ph\u00e0n n\u00e0n kh\u00e1c v\u1edbi kh\u00f4ng c\u00f3 l\u1eddi ph\u00e0n n\u00e0n. Theo s\u00e1ch, n\u1ebfu doanh nghi\u1ec7p kh\u00f4ng c\u00f3 kh\u1ea3o s\u00e1t hay k\u00eanh ph\u1ea3n h\u1ed3i, b\u1ea5t m\u00e3n s\u1ebd \u00e2m th\u1ea7m t\u00edch l\u1ea1i cho t\u1edbi khi b\u00f9ng l\u00ean th\u00e0nh d\u01b0 lu\u1eadn m\u00e0 ng\u01b0\u1eddi ch\u1ee7 kh\u00f4ng l\u01b0\u1eddng tr\u01b0\u1edbc. Khuy\u1ebfn kh\u00edch kh\u00e1ch l\u00ean ti\u1ebfng gi\u00fap bi\u1ebft m\u00ecnh y\u1ebfu \u1edf \u0111\u00e2u \u0111\u1ec3 s\u1eeda s\u1edbm, \u0111\u00fang tinh th\u1ea7n coi l\u1eddi ph\u00e0n n\u00e0n l\u00e0 m\u1ed9t m\u00f3n qu\u00e0.<\/p>\n<h3>C\u00f3 n\u00ean tranh lu\u1eadn \u0111\u00fang sai v\u1edbi kh\u00e1ch \u0111ang gi\u1eadn kh\u00f4ng?<\/h3>\n<p>S\u00e1ch khuy\u00ean kh\u00f4ng. \u1ede b\u01b0\u1edbc Apologize, t\u00e1c gi\u1ea3 gi\u1ea3i th\u00edch c\u1ea3m x\u00fac th\u01b0\u1eddng \u0111i tr\u01b0\u1edbc l\u00fd tr\u00ed, n\u00ean n\u00f3i chuy\u1ec7n \u0111\u00fang sai v\u1edbi ng\u01b0\u1eddi \u0111ang b\u1ecb c\u1ea3m x\u00fac chi ph\u1ed1i hi\u1ebfm khi c\u00f3 \u00edch. H\u00e3y xin l\u1ed7i tr\u01b0\u1edbc, \u0111\u1ec3 c\u1ea3m x\u00fac qua \u0111i r\u1ed3i m\u1edbi x\u1eed l\u00fd ti\u1ebfp. \u0110i\u1ec1u c\u1ea7n gi\u1eef l\u00e0 sau c\u00f9ng kh\u00e1ch c\u00f2n tin doanh nghi\u1ec7p hay kh\u00f4ng, v\u00ec th\u1eafng m\u1ecdi cu\u1ed9c tranh c\u00e3i m\u00e0 m\u1ea5t kh\u00e1ch th\u00ec kh\u00f4ng \u0111\u00e1ng.<\/p>\n<p><!-- INTI-BAI-LIEN-QUAN-20261001 --><\/p>\n<p class=\"inti-bai-lien-quan\"><strong>B\u00e0i li\u00ean quan:<\/strong> <a href=\"https:\/\/books.inti.foundation\/co-nen-nghien-cuu-thi-truong-khi-khoi-nghiep\/\">C\u00f3 n\u00ean nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng khi kh\u1edfi nghi\u1ec7p? T\u1ef7 l\u1ec7 10\u201380<\/a> \u00b7 <a href=\"https:\/\/books.inti.foundation\/la-ban-khoi-nghiep-la-gi\/\">La B\u00e0n Kh\u1edfi Nghi\u1ec7p l\u00e0 g\u00ec? 6 ch\u00eca kho\u00e1 ch\u1ecdn \u00fd t\u01b0\u1edfng kinh doanh<\/a><\/p>\n<p><!-- INTI-CUM-SACH-TOM-TAT-20261001 --><\/p>\n<p class=\"inti-cum-sach\"><strong>T\u00f3m t\u1eaft c\u1ea3 cu\u1ed1n:<\/strong> <a href=\"https:\/\/books.inti.foundation\/tom-tat-sach-khoi-nghiep-thong-minh-theo-phong-cach-tmt\/\">T\u00f3m t\u1eaft s\u00e1ch Kh\u1edfi Nghi\u1ec7p Th\u00f4ng Minh Theo Phong C\u00e1ch TMT: n\u1ed9i dung<\/a><\/p>\n<h2>\u0110\u1ecdc th\u00eam t\u1eeb s\u00e1ch<\/h2>\n<ul>\n<li><a href=\"https:\/\/treasury.inti.foundation\/sach\/khoi-nghiep-thong-minh-theo-phong-cach-tmt-ebook\">Kh\u1edfi Nghi\u1ec7p Th\u00f4ng Minh Theo Phong C\u00e1ch TMT<\/a> tr\u00ean Inti Treasury: b\u00e0i \u00abGi\u1ea3i quy\u1ebft ph\u00e0n n\u00e0n c\u1ee7a kh\u00e1ch h\u00e0ng\u00bb n\u1eb1m trong nh\u00f3m b\u00e0i v\u1ec1 th\u1ecb tr\u01b0\u1eddng, kh\u00e1ch h\u00e0ng v\u00e0 b\u00e1n h\u00e0ng.<\/li>\n<li><a href=\"https:\/\/books.inti.foundation\/san-pham\/khoi-nghiep-thong-minh-theo-phong-cach-tmt-ebook\/\">Trang s\u00e1ch Kh\u1edfi Nghi\u1ec7p Th\u00f4ng Minh Theo Phong C\u00e1ch TMT tr\u00ean Inti Books<\/a>.<\/li>\n<\/ul>\n<p><script type=\"application\/ld+json\">\n{\n  \"@context\": \"https:\/\/schema.org\",\n  \"@type\": \"FAQPage\",\n  \"mainEntity\": [\n    {\n      \"@type\": \"Question\",\n      \"name\": \"Kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n ph\u1ea3i l\u00e0m sao ngay l\u00fac \u0111\u1ea7u?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"Theo s\u00e1ch Kh\u1edfi Nghi\u1ec7p Th\u00f4ng Minh Theo Phong C\u00e1ch TMT, vi\u1ec7c \u0111\u1ea7u ti\u00ean l\u00e0 h\u1ea1 nhi\u1ec7t b\u1eb1ng \u00ab3 \u0110\u1ed4I\u00bb: \u0111\u1ec3 m\u1ed9t nh\u00e2n vi\u00ean kh\u00e1c ti\u1ebfp nh\u1eadn, m\u1eddi kh\u00e1ch sang ch\u1ed7 kh\u00e1c thay v\u00ec x\u1eed l\u00fd ngay \u1edf m\u1eb7t ti\u1ec1n, v\u00e0 n\u1ebfu t\u00ecnh h\u00ecnh qu\u00e1 c\u0103ng th\u00ec h\u1eb9n m\u1ed9t th\u1eddi \u0111i\u1ec3m kh\u00e1c, khi qu\u1ea3n l\u00fd c\u00f3 ph\u01b0\u01a1ng \u00e1n t\u1ed1t h\u01a1n. Sau \u0111\u00f3 m\u1edbi \u0111i v\u00e0o n\u0103m b\u01b0\u1edbc BLAST, b\u1eaft \u0111\u1ea7u b\u1eb1ng tin kh\u00e1ch v\u00e0 l\u1eafng nghe tr\u1ecdn v\u1eb9n.\"\n      }\n    },\n    {\n      \"@type\": \"Question\",\n      \"name\": \"C\u00f4ng th\u1ee9c BLAST g\u1ed3m nh\u1eefng b\u01b0\u1edbc n\u00e0o?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"BLAST g\u1ed3m n\u0103m b\u01b0\u1edbc: Believe \u2013 tin kh\u00e1ch v\u00e0 th\u1ec3 hi\u1ec7n s\u1ef1 ch\u00e2n th\u00e0nh; Listen \u2013 l\u1eafng nghe, kh\u00f4ng ng\u1eaft l\u1eddi, nh\u1eafc l\u1ea1i \u00fd kh\u00e1ch; Apologize \u2013 xin l\u1ed7i tr\u01b0\u1edbc, kh\u00f4ng tranh \u0111\u00fang sai l\u00fac kh\u00e1ch \u0111ang gi\u1eadn; Satisfy \u2013 \u0111\u01b0a gi\u1ea3i ph\u00e1p, \u0111\u1ec1n b\u00f9 ho\u1eb7c qu\u00e0, coi \u0111\u00f3 l\u00e0 \u0111\u1ea7u t\u01b0; Thanks \u2013 c\u1ea3m \u01a1n kh\u00e1ch \u0111\u00e3 g\u00f3p \u00fd. T\u00e1c gi\u1ea3 cho bi\u1ebft m\u00ecnh th\u01b0\u1eddng d\u00f9ng c\u00f4ng th\u1ee9c n\u00e0y; s\u00e1ch kh\u00f4ng n\u00f3i \u0111\u00e2y l\u00e0 c\u00f4ng th\u1ee9c do t\u00e1c gi\u1ea3 \u0111\u1eb7t ra.\"\n      }\n    },\n    {\n      \"@type\": \"Question\",\n      \"name\": \"V\u00ec sao n\u00ean khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"V\u00ec kh\u00f4ng nghe th\u1ea5y l\u1eddi ph\u00e0n n\u00e0n kh\u00e1c v\u1edbi kh\u00f4ng c\u00f3 l\u1eddi ph\u00e0n n\u00e0n. Theo s\u00e1ch, n\u1ebfu doanh nghi\u1ec7p kh\u00f4ng c\u00f3 kh\u1ea3o s\u00e1t hay k\u00eanh ph\u1ea3n h\u1ed3i, b\u1ea5t m\u00e3n s\u1ebd \u00e2m th\u1ea7m t\u00edch l\u1ea1i cho t\u1edbi khi b\u00f9ng l\u00ean th\u00e0nh d\u01b0 lu\u1eadn m\u00e0 ng\u01b0\u1eddi ch\u1ee7 kh\u00f4ng l\u01b0\u1eddng tr\u01b0\u1edbc. Khuy\u1ebfn kh\u00edch kh\u00e1ch l\u00ean ti\u1ebfng gi\u00fap bi\u1ebft m\u00ecnh y\u1ebfu \u1edf \u0111\u00e2u \u0111\u1ec3 s\u1eeda s\u1edbm, \u0111\u00fang tinh th\u1ea7n coi l\u1eddi ph\u00e0n n\u00e0n l\u00e0 m\u1ed9t m\u00f3n qu\u00e0.\"\n      }\n    },\n    {\n      \"@type\": \"Question\",\n      \"name\": \"C\u00f3 n\u00ean tranh lu\u1eadn \u0111\u00fang sai v\u1edbi kh\u00e1ch \u0111ang gi\u1eadn kh\u00f4ng?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"S\u00e1ch khuy\u00ean kh\u00f4ng. \u1ede b\u01b0\u1edbc Apologize, t\u00e1c gi\u1ea3 gi\u1ea3i th\u00edch c\u1ea3m x\u00fac th\u01b0\u1eddng \u0111i tr\u01b0\u1edbc l\u00fd tr\u00ed, n\u00ean n\u00f3i chuy\u1ec7n \u0111\u00fang sai v\u1edbi ng\u01b0\u1eddi \u0111ang b\u1ecb c\u1ea3m x\u00fac chi ph\u1ed1i hi\u1ebfm khi c\u00f3 \u00edch. 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