CHM SC KHCH HNG 21. Trong bn hng BS c cn thit phi chm sc khch hng khng ?Trong bn hng BS rt cn thit phi chm sc KH bi nhng l do sau:Mt l: Cng nh cc ngnh ngh khc, cc doanh nghip kinh doanh BS hot ng tha mn nhu cu ca khch hng qua thu c li nhun.Hai l: Khch hng l "ng ch" duy nht tr lng, sa thi nhn vin, k c gim c, thm ch gii th cng ty bng cch tiu tin ch khc. Gim c ch l ngi thc thi mnh lnh ca khch hngBn cnh KH cn l: Ngi cho ta vic lm Ngi cho cng ty li nhun Ngi m ta ph thuc vo Ngi thng tin v i th cnh tranh2. Chm sc khch hng nn thc hin giai on no? Trc hay sau bn hng? Giai on no l tt nht? Cho VD minh haChm sc KH nn thc hin tt c hai giai onVD minh ha: Giai on trc bn hng: Ch Lan quan tm cn h Sunrise v tm thy thng tin ca Sale A trn mng. Trong khi bn d n ny th c c trm sale. Nu A khng ch ng quan tm, chm sc, cung cp thng tin thng xuyn, h tr KH n d n tham quan v tm hiu. Ch Lan c th d dng tm thy thng tin ca sale B. V nu sale B chm sc tt hn Ch Lan s muaGiai on sau bn hng: Khch hng Ch Mi mua cn h Tropic Garden, KH c bt c thc mc hay khiu ni g lin quan ti vic bn giao nha hay chuyn nhng. Cn phi chm sc KH v gii p thc mc nu c bn b ngi thn Ch Mi s gii thiu KH cho chng ta. Nu chm sc khng tt, v tnh mnh lm mt i 1 lng KH v lm nh hng ti uy tn, thng hiu ca cng ty chng ta