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GV: Th.S Trần Thị Hường
CHƯƠNG 3:NGHIỆP VỤ CỦA NGƯỜI
LÀM CÔNG TÁC DỊCH VỤ KHÁCH HÀNG
1
Contents
Xây dựng các kỹ năng chăm sóc khách hàng
1
Các yếu tố cần thiết của một nhân viên chăm sóc
khách hàng
2
Các giải pháp chăm sóc khách hàng
3
2
XÂY
DỰNG
CÁC KỸ
NĂNG
CHĂM
SÓC
KHÁCH
HÀNG
3
Kỹ năng nghe
▪Nhằm thiết lập mối quan hệ: là bạn, là bạn suốt
đời
▪Để thiết lập kỹ năng: bắt buộc và nâng cao thì đầu
bảng là kỹ năng nghe, rồi mới đến nói, chê và
khen
Nghe và
lắng nghe
•Phân biệt
nghe và
lắng
nghe???
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