Cov txheej txheem:
Video: Kev teb hauv kev pabcuam neeg siv khoom yog dab tsi?
2024 Tus sau: Stanley Ellington | [email protected]. Kawg hloov kho: 2023-12-16 00:17
Qhov no txhais tau tias koj neeg teb . Cov neeg siv khoom teb ntsuas qhov ceev thiab zoo ntawm koj lub tuam txhab muab kev pabcuam neeg siv khoom thiab kev sib txuas lus. Yog ib cov neeg siv khoom yuav tsum tau tos tsib hnub xwb rau cov lus teb email yooj yim, lawv yuav txaus siab coj lawv txoj kev lag luam mus rau lwm qhov.
Tib neeg kuj nug, vim li cas qhov kev teb tseem ceeb hauv kev pabcuam cov neeg siv khoom?
Cov neeg siv khoom teb pab ib lub tuam txhab los tsim cov khoom tshiab lossis hloov kho tam sim no, raws li kev hloov pauv ntawm cov kev xav tau cov neeg siv khoom . Cov neeg muas zaub tawm cov ntaub ntawv thiab muab kev tawm tswv yim txhua lub sijhawm los ntawm kev tshuaj xyuas cov khoom, cov lus hais txog lub tuam txhab, kev paub nrog lub hom, thiab lwm yam ntaub ntawv zoo li no.
Yuav ua li cas cov neeg siv khoom teb tau zoo dua? Cov tshuab xov tooj tshiab, cov tshuab ua haujlwm tau zoo tshaj plaws, lossis cov kev xaiv txuas ncaj qha ua tau txoj kev hu rau cov neeg sawv cev tsim nyog sai dua. Ntxiv cov kev pabcuam tshiab xws li email, nyob sib tham, thiab xa xov sai rau chaw nyob cov neeg siv khoom kev pabcuam teeb meem sai dua ua tau thiab txhim kho cov neeg siv khoom kev pabcuam kev teb.
Kuj paub, qhov kev pabcuam cov neeg siv khoom raug ntsuas li cas?
Nov yog 6 KPIs uas yuav tsum muaj nyob rau hauv txhua daim ntawv qhia txog kev pabcuam neeg siv khoom
- Kev Txaus Siab Cov Neeg Siv Khoom (CSAT) Kev ntsuas cov neeg siv khoom txaus siab yog qhov nyuaj.
- Net Promoter Score (NPS) NPS ntsuas seb koj cov neeg siv khoom yuav xa koj mus rau lwm tus li cas.
- Thawj zaug teb.
- Tus Nqi Them Tus Neeg Siv Khoom.
- SERVQUAL.
- Kev Koom Tes Ua Haujlwm.
Kev ua haujlwm hauv chaw ua haujlwm yog dab tsi?
Kev teb , hauv kev sib txuas lus, hais txog qib uas koj hais, teb kom meej thiab ncaj qha, rau qhov uas lwm tus neeg nyuam qhuav hais. Yog koj ua teb , lwm tus paub tias koj tab tom saib xyuas, thiab txaus siab rau qhov nws tab tom tham txog "nyob ntawm lub ncauj lus ntawd".
Pom zoo:
Dab tsi yog qhov txawv ntawm tus neeg siv khoom sab hauv thiab tus neeg siv khoom sab nraud?
Tus neeg siv khoom sab hauv yog ib tus neeg uas muaj kev sib raug zoo nrog koj lub tuam txhab, txawm tias tus neeg yuav lossis tsis yuav cov khoom. Internal cov neeg muas zaub yuav tsum tsis txhob bedirectly nyob rau hauv lub tuam txhab. Piv txwv li, koj tuaj yeem koom tes nrog lwm lub tuam txhab txhawm rau xa koj cov khoom rau cov neeg siv kawg, cov neeg siv khoom sab nraud
Dab tsi yog thawj kauj ruam hauv kev pabcuam cov neeg siv khoom?
Kev ncav cuag yog thawj kauj ruam hauv lub neej vim nws txhim kho kev paub tam sim. Tau Txais: Kev yuav khoom ecommerce yog qhov tseem ceeb heev. Kev ncav cuag cov neeg siv khoom muaj peev xwm yuav tsis txhais tau ntau yog tias koj tsis tuaj yeem muab cov ntsiab lus cuam tshuam lossis xa xov
Dab tsi yog cov teeb meem hauv kev pabcuam cov neeg siv khoom?
12 Cov Kev Pabcuam Cov Neeg Siv Khoom Loj tshaj plaws thiab Yuav daws Li Cas Tsis muaj lus teb rau lo lus nug. Hloov hu mus rau lwm chav haujlwm. Tsis nkag siab tias cov neeg siv khoom xav tau dab tsi. Teeb meem nrog cov neeg siv khoom npau taws. Tshaj li cov neeg siv khoom xav tau. Pab ntau tus neeg siv khoom. Ib qho hluav taws xob lossis lwm yam teeb meem tshwm sim
Dab tsi yog qhov txawv ntawm cov neeg siv khoom thiab cov neeg siv khoom?
Cov neeg siv khoom - peb tab tom tham txog ib tus neeg siv khoom thiab ib yam dab tsi uas yog lawv: tus neeg siv lub kaus mom, tus neeg siv khoom thov, tus neeg siv khoom cov nyiaj. Cov neeg siv khoom ' - peb tab tom tham txog ntau tus neeg siv khoom thiab qee yam uas yog lawv: cov neeg siv khoom lub kaus mom, cov neeg siv khoom thov, thiab cov neeg siv khoom cov nyiaj
Dab tsi yog cov cai ntawm cov neeg siv khoom raws li Txoj Cai Muag Khoom thiab Kev Pabcuam Txoj Cai 1980?
Raws li Kev Muag Khoom thiab Kev Pabcuam Txoj Cai 1980, txhua yam koj yuav los ntawm lub khw muag khoom yuav tsum yog: ntawm cov khoom lag luam zoo. haum rau nws lub hom phiaj ib txwm, thiab tsim nyog ruaj khov. raws li tau piav qhia, seb qhov kev piav qhia yog ib feem ntawm kev tshaj tawm lossis qhwv, ntawm daim ntawv lo, lossis ib yam dab tsi hais los ntawm tus neeg muag khoom