(The Nguyen) Khng c nguyn tc giao tip no bt bin, m phi tu vo tng
trng hp. Trong phn di y l mt s nguyn tc c nhn tm thng dng trong
giao tip kinh doanh:1. Lng nghe Lng nghe kin ca ngi khc, iu ny gip
chng ta ci thin dch v ca chng ta trong tng lai. Mi ngi thng c n tng
khng tt vi nhng ai ch bit gii quyt cc li phn nn m khng thc s lng
nghe nhng g h ni. Khi bn thc s lng nghe khch hng, mt cm gic thoi
mi, d chu s xut hin trong lng mi khch hng- bi v s lng nghe chn thnh
l kh him hoi, thm ch ngay c khi bn nh v gia nhng ngi thn. Lng nghe
to cho khch thy bn tn trng, nh gi cao h v quan tm n h. Xin nhc li
tn ca ng/b v ngh cho bit vn . Cu ni ny cho thy, bn khng lng nghe,
ng thi chc tc thm ngi vn c chuyn khng hi lng.2. Nh tn khch hng Xng
tn c nhn l mt trong nhng m thanh ngt ngo nht m khch hng mun c nghe
t bn. Vic xng h bng tn ring trong cuc ni chuyn vi khch hng s cho
thy bn nhn nhn h vi t cch mt c nhn ni ring ch khng phi i tng khch
hng chung chung, qua th hin s tn trng ca bn vi khch hng. Hy dng tn
ring ca h khi bn ni li cho hi, cm n, tm bit.. lm cho bu khng kh tr
nn nh nhng, thn thin hn. Tuy nhin, bn ng s dng tn ring ca khch hng
mt cch qu thng xuyn bi v n c th khin khch hng kh chu, hy s dng vo
lc u v lc kt thc cuc hi thoi.3. N ci t tri tim ca bn. Duy tr dch v
khch hng vi n ci trn khun mt dng nh l ci g hi rp khun. Tuy nhin nu
bn mun khch hng yu thch dch v ca bn, hy thc hin n vi mt n ci chn
tht. Mt n ci chn tht s khin khch hng cm thy h c cho n, an tm hn v
li trong lng khch hng mt cm gic nng m. N ci c tc dng to ln nh vy,
nhng ci phi ng lc.4. Hy cho khch hng bit, h l ngi quan trng H bit
rng cng ty bn c rt nhiu khch hng khc nhau nhng h ch thc s yu qu n
nu bn khin h cm thy mnh thc s quan trng vi bn. Hi khch hng v nhng
li khuyn Khch hng no cng c sn nhng kin c nhn v cung cch lm vic ca
bn v cng ty bn, v nu h c hi vo thi im thch hp theo nhng cch thch
hp, ng thi h cm thy rng bn thc s quan tm n cu tr li, khch hng s a
cho bn li khuyn . Khng nn t ra sn sng tranh lun, cp li, khng nh hn
thit vi khch hng khi xy ra nhng iu phn nn ca khch. Vic cn thit, v l
nhim v ca bn l phi lng nghe, cm n v tm cch khc phc thiu st ngay sau
nu c th. Coi trng kin ca khch hng, ng bao gi ni h lm ln. Hy cho h
ni tho thch nhng ci m h mun ni.5. Tn trng khch hng Ti c th gip g
cho ng? ch khng phi ng mun g. Lun ci ni tht tm ch khng n khch bng
thi lnh nht. Gii p y thc mc, khiu ni ca h ch khng phi lm l. Hy lun
lun phi gi th din cho khch hng. Khng phn bit i x vi khch hng.6.
Quan tm thc s n khch hng. Em/chuc th gip g cho anh/ch? Bn mun mang
li nim vui cho khch hng, ch khng phi bn cho khch hng mt ci g Vic ny
i nguc li chnh sch ca chng ti. Khch hng khng mun giao dch vi nhng
ngi quan liu, cng nhc, nn ngi phc v cn nh nhn tm hng gii quyt linh
hot trong chng mc c th. Hy nh: ng khch hng tht vng. khng phi l cng
vic ca ti. Trong trng hp ny, nn ni: Ti bit ngi c th gip ng/b gii
quyt vn ny. Ti s gii thiu ng/b vi ngi . Ti ch lm vic y thi Cu ni rp
khun ny ti thng c nghe hu ht cc nhn vin phc v bn sau khi mn n em ra
khng ng yu cu. Bng vi t ti t ny, mt nhn vin cho bit ni khng c lng
nhit tnh, hng hi, quan tm ti khch v nhn vin khng sn lng p ng nhu cu
ca khch hng. 81% khch hng t b nu h cm thy rng i phng khng c thin ch
gip hoc khng ch n nhu cu ca khch hng. V d: Khch hng mun mua mt chic
xe tiu tn t nhin liu v c kch c nh tin i trong thnh ph vn rt cht
chi, nhng sut bui h ton c nghe ngi bn hng thao thao bt tuyt v nhng
th mnh ca chic xe cng knh.7. Gip khch hng nhit tnh. Hy ti gip bn mt
tay. D ch l gip khch mang hng ra xe hay n gin l m ca gip ngi ang
mang hng nng trn tay th mt thng ip r rng l bn sn sng gip h v n tng
ny s hn su vo tm tr khch hng. V tt nhin, n s khin h quay tr li vi
bn vo ln sau. Thng tin cho khch cc dch v khc m khch quan tm nu bn c
th.8. Kin nh quan im Khng nn gi chiu no che chiu y m cn phi hc cch
ni li ca chnh mnh. Nhng cng khng c phn bc quan im ca ngi khc m xut
cc phng n gii quyt hp l.9. ng thch tranh bin Cn bnh tnh ni, trnh
bin cuc ni chuyn thnh cuc thi hng bin.10. Hiu r thng ip ca ngi ni
Hy nh rng nhng g ngi khc ni v nhng g chng ta nghe c th hon ton khc
nhau! mi s cht lc, gi nh, ph phn cng nh tin tng mang mu sc c nhn ca
chng ta c th s bp mo nhng g chng ta nghe c. Bn nn gi li hoc tng hp
li nhng g ngi khc ni chc chn mnh ang hiu c vn . Hy nhc li nhng g bn
cho rng mnh ang nghe c v hi Ti c hiu ng bn khng nh? Nu bn thy mnh b
ng chm bi nhng g ngi khc va ni th hy ni nh vy, sau hy hi thm hiu r
vn : C th ti khng hiu ng bn v cm thy b xc phm bi iu bn va ni. Ti
cho rng nhng g bn va ni c ngha l XXX; c ng bn l nh vy khng?11.
Khuyn ngi khc ng a ra li khuyn tr phi ngi ta hi bn. iu ny c th s rt
kh thc hin, nht l khi chng ta thy r rng tng ca mnh s c li cho ngi .
Thay v ni Bn nn lm th ny, bn nn s dng mt s cch ni khc th hin r s tn
trng ca mnh, v d nh mt cch kh kh thi l.. hoc c mt cch gip ti trong
trng hp tng t nh th ny l X. Nu bn ngh n s gip ch c cho bn th ti rt
vui lng chia s vi bn iu .13. Hy c hiu ngi khc Bn hy tm ra mt im tng
ng thay v ch chm chm vo s khc bit gia bn v ngi khc. iu g c th khin
c hai ngi cng thch th (v d nh vic g ri mt vn no )? Mt cch bt u khm
ph ra im tng ng chnh l vic chia s cc d nh thm kn ca mnh- v d nh bn
c th ni: D nh ca ti khi chia s vi bn v iu ny chnh l gip bn thnh cng
trong d n ny
