Page 252 - Nghệ Thuật Quản Lý Khách Hàng

Chdong 6. Quan ly tri thiic khach hang

Qiyi va khach hang thiet lap mot he thong lien ket co dac
chat ca nhan."
La trung tam tu van mien phi 800 cuoc dien thoai dtfdc
1
thanh lap dau tien d My, khi do Qiyi khong hieu ro ve nhu
cau cua khach hang, cung vi the nen noi dung ddi thoai trtfc
tiep gifla Qiyi va khach hang la rat co han. Qiyi cung khong
biet khach hang stf dung cuoc dien thoai mien phi nghi gi va
noi vdi ho nhtfng gi, hoac can ddi gia tri ton tai cua trung
tam phuc vu khach hang nay nhtf the nao.
Co mot so' ngtfdi tham chi nghi ngd phai chang co rat
nhieu khach hang goi dien den, va cho la thtfc stf co khach
hang goi dien de'n, cong dung mang lai ttf he thdng trtfc tiep
nay phai chang du de chiu trach nhiem ve gia thanh cua cac
cupc gpi mien phi? De'n hang van khach hang sd dung cupc
ctien thoai miln phi de trinh bay nhtfng noi oan udng hp phai
chiu, va ttf van nhtfng van de co lien quan, co mpt so' khach
hang con ca ngdi Qiyi va san pham cua hp. Do nhu cau tiem
tang cua khach hang bi kich thich, va lai qua lai vdi Qiyi
cung la kinh nghiep td't, vi vay khi trien khai hinh thtfc gpi
dien mien phi nay, cd 50% khach hang gpi dien den de thao
luan nhtfng cdng viec cd lien quan de'n cac nganh nghe khac,
va khdng thanh lap nganh dien dan dung ap dung hinh thtfc
gpi dien mien phi.
Trung tam ttf van cua Qiyi sau dd phat trien thanh
mang Internet gdm 5 trung tam ttf van hdp thanh.

Trung tam ttf van Louisivane, mdi nam cd the nhan dtfdc
hang trieu cudc dien thoai cua khach hang, hp chiu trach
nhiem cung cap cho khach hang thdng tin ve each sd dung va
bao dtfdng san pham, chan doan cho khach hang van de cua

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