{"id":2544,"date":"2013-07-06T15:48:53","date_gmt":"2013-07-06T08:48:53","guid":{"rendered":"http:\/\/science-technology.vn\/?p=2544"},"modified":"2013-07-06T15:48:53","modified_gmt":"2013-07-06T08:48:53","slug":"thoa-man-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/science-technology.vn\/?p=2544","title":{"rendered":"Tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

T\u00f4i nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t email ng\u01b0\u1eddi g\u1eedi vi\u1ebft: \u201cC\u00f4ng ti t\u00f4i y\u00eau c\u1ea7u r\u1eb1ng d\u1ef1 \u00e1n ph\u1ea7n m\u1ec1m ph\u1ea3i \u0111\u1ea1t t\u1edbi tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, kh\u00e1ch h\u00e0ng c\u1ee7a t\u00f4i r\u1ea5t kh\u00f4ng c\u00f3 l\u00ed. Anh ta y\u00eau c\u1ea7u \u0111i\u1ec1u kh\u00f4ng th\u1ec3 \u0111\u01b0\u1ee3c nh\u01b0 m\u1ecdi th\u1ee9 \u0111\u1ec1u ph\u1ea3i \u0111\u01b0\u1ee3c l\u00e0m v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng cao v\u00e0 chuy\u1ec3n giao \u0111\u00fang th\u1eddi gian hay c\u00e1i g\u00ec kh\u00e1c. L\u00e0m sao ch\u00fang t\u00f4i c\u00f3 th\u1ec3 \u0111\u1ea1t t\u1edbi \u0111i\u1ec1u n\u00e0y \u0111\u01b0\u1ee3c? T\u1ed5 c\u1ee7a ch\u00fang t\u00f4i g\u1ed3m h\u1ea7u h\u1ebft l\u00e0 ng\u01b0\u1eddi m\u1edbi t\u1ed1t nghi\u1ec7p v\u00e0 \u0111\u00e2y l\u00e0 vi\u1ec7c l\u00e0m \u0111\u1ea7u ti\u00ean c\u1ee7a ch\u00fang t\u00f4i cho n\u00ean ch\u00fang t\u00f4i s\u1ee3 h\u00e3i v\u00e0 b\u1ecb l\u1eabn l\u1ed9n. Ch\u00fang t\u00f4i kh\u00f4ng bi\u1ebft c\u00e1ch \u0111\u1ea1t t\u1edbi s\u1ef1 tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng. Xin cho l\u1eddi khuy\u00ean.\u201d<\/span><\/p>\n

C\u00e2u tr\u1ea3 l\u1eddi c\u1ee7a t\u00f4i: Kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n KH\u00d4NG y\u00eau c\u1ea7u “\u0111i\u1ec1u kh\u00f4ng th\u1ec3 \u0111\u01b0\u1ee3c” nh\u01b0 b\u1ea1n ngh\u0129 \u0111\u00e2u. N\u1ebfu b\u1ea1n l\u00e0 kh\u00e1ch h\u00e0ng, b\u1ea1n mu\u1ed1n g\u00ec? B\u1ea1n kh\u00f4ng mu\u1ed1n s\u1ea3n ph\u1ea9m ph\u1ea7n m\u1ec1m ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1t \u0111\u00fang th\u1eddi gian v\u00e0 v\u1edbi \u0111\u1ee7 m\u1ecdi ch\u1ee9c n\u0103ng nh\u01b0 y\u00eau c\u1ea7u sao? KH\u00d4NG ph\u1ea3i l\u00e0 “kh\u00f4ng c\u00f3 l\u00ed” \u0111\u1ec3 y\u00eau c\u1ea7u \u0111i\u1ec1u g\u00ec \u0111\u00f3 nh\u01b0 v\u1eady. Khi b\u1ea1n b\u1eaft \u0111\u1ea7u d\u1ef1 \u00e1n m\u1edbi, \u0111i\u1ec1u r\u1ea5t quan tr\u1ecdng l\u00e0 hi\u1ec3u mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng b\u1edfi v\u00ec n\u1ebfu b\u1ea1n \u0111\u00e1p \u1ee9ng cho mong \u0111\u1ee3i \u0111\u00f3, b\u1ea1n s\u1ebd \u0111\u1ea1t t\u1edbi tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u kh\u00e1ch h\u00e0ng mu\u1ed1n l\u00e0 \u0111\u01b0\u1ee3c l\u1eafng nghe b\u1edfi v\u00ec h\u1ecd c\u00f3 v\u1ea5n \u0111\u1ec1 n\u00e0o \u0111\u00f3 ph\u1ea3i \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft. L\u00e0 t\u1ed5 ph\u00e1t tri\u1ec3n, b\u1ea1n ph\u1ea3i t\u1ef1 h\u1ecfi m\u00ecnh: M\u00ecnh \u0111\u00e3 n\u00f3i chuy\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 hi\u1ec3u c\u00e1i g\u00ec l\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng? M\u00ecnh \u0111\u00e3 trao \u0111\u1ed5i r\u00f5 r\u00e0ng v\u1edbi kh\u00e1ch h\u00e0ng v\u1ec1 ng\u00e0y th\u00e1ng chuy\u1ec3n giao, v\u00e0 m\u1ecdi ch\u1ee9c n\u0103ng s\u1ebd \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng kh\u00f4ng? Kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u1ed3ng \u00fd v\u1edbi \u0111\u1ec1 ngh\u1ecb c\u1ee7a ch\u00fang ta kh\u00f4ng? Nh\u1eefng v\u1ea5n \u0111\u1ec1 ch\u00ednh gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed5 ph\u00e1t tri\u1ec3n ph\u1ea7n l\u1edbn l\u00e0 trao \u0111\u1ed5i v\u00e0 mong \u0111\u1ee3i. Nhi\u1ec1u t\u1ed5 d\u1ef1 \u00e1n \u0111\u00e3 kh\u00f4ng d\u00e0nh th\u1eddi gian cho vi\u1ec7c th\u1ea3o lu\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u y\u00eau c\u1ea7u. H\u1ecd v\u1ed9i v\u00e0ng b\u1eaft \u0111\u1ea7u l\u00e0m vi\u1ec7c tr\u00ean d\u1ef1 \u00e1n v\u1edbi \u00a0m\u00e0 kh\u00f4ng tho\u1ea3 thu\u1eadn r\u00f5 r\u00e0ng cho n\u00ean h\u1ecd KH\u00d4NG bi\u1ebft c\u00e1ch l\u00e0m cho kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng. Khi m\u1ecdi s\u1ef1 \u0111i sai, h\u1ecd b\u1eaft \u0111\u1ea7u tr\u00e1ch kh\u00e1ch h\u00e0ng. N\u1ebfu h\u1ecd trao \u0111\u1ed5i r\u00f5 r\u00e0ng v\u1ec1 m\u1ee5c ti\u00eau d\u1ef1 \u00e1n, n\u1ebfu h\u1ecd hi\u1ec3u nhu c\u1ea7u kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec, n\u1ebfu h\u1ecd c\u00f3 tho\u1ea3 thu\u1eadn v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng, th\u1eddi gian, chi ph\u00ed v\u00e0 ch\u1ee9c n\u0103ng th\u00ec khi h\u1ecd ho\u00e0n th\u00e0nh tho\u1ea3 thu\u1eadn kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u01b0\u1ee3c h\u00e0i l\u00f2ng.<\/p>\n

V\u1ec1 c\u0103n b\u1ea3n, \u0111\u1ec3 \u0111\u1ea1t t\u1edbi tho\u1ea3 m\u00e3n kh\u00e1ch h\u00e0ng, b\u1ea1n ph\u1ea3i h\u1ed9i t\u1ee5 v\u00e0o c\u1ea3 s\u1ea3n ph\u1ea9m v\u00e0 qui tr\u00ecnh. S\u1ea3n ph\u1ea9m n\u00f3i t\u1edbi gi\u1ea3i ph\u00e1p, k\u1ebft qu\u1ea3, s\u1ea3n ph\u1ea9m ph\u1ea7n m\u1ec1m. Kh\u00e1ch h\u00e0ng mu\u1ed1n n\u00f3 l\u00e0m vi\u1ec7c \u0111\u00fang, \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd, gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd v\u00e0 t\u1ea5t nhi\u00ean l\u00e0m n\u00f3 c\u00f3 ch\u1ea5t l\u01b0\u1ee3ng. Nh\u01b0ng m\u1ed9t m\u00ecnh s\u1ea3n ph\u1ea9m k\u0129 thu\u1eadt c\u00f3 th\u1ec3 kh\u00f4ng gi\u1eef \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng\u00a0 ch\u1eebng n\u00e0o b\u1ea1n c\u00f2n ch\u01b0a h\u1ed9i t\u1ee5 v\u00e0o qui tr\u00ecnh. Qui tr\u00ecnh n\u00f3i t\u1edbi c\u00e1ch kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u1ecd \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed th\u1ebf n\u00e0o. \u0110\u00e2y l\u00e0 kh\u00eda c\u1ea1nh “y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi” v\u00e0 n\u00f3 r\u1ea5t quan tr\u1ecdng. \u0110\u00f3 l\u00e0 l\u00ed do t\u1ea1i sao b\u00ean c\u1ea1nh k\u0129 n\u0103ng k\u0129 thu\u1eadt, t\u1ed5 ph\u1ea7n m\u1ec1m c\u0169ng ph\u1ea3i c\u00f3 “k\u0129 n\u0103ng m\u1ec1m”, kh\u1ea3 n\u0103ng l\u1eafng nghe, trao \u0111\u1ed5i, th\u1ea3o lu\u1eadn, th\u01b0\u01a1ng l\u01b0\u1ee3ng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 t\u1ed1t h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

Th\u1ec9nh tho\u1ea3ng, chuy\u1ec3n giao gi\u1ea3i ph\u00e1p ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1t c\u00f3 th\u1ec3 kh\u00f4ng hi\u1ec7u qu\u1ea3 b\u1eb1ng gi\u1ea3i ph\u00e1p ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1t \u0111i k\u00e8m v\u1edbi s\u1ef1 th\u00e2n thi\u1ec7n v\u00e0 k\u00ednh tr\u1ecdng. N\u1ebfu b\u1ea1n bi\u1ebft c\u00e1ch \u0111\u1ea7u t\u01b0 v\u00e0o quan h\u1ec7, b\u1ea1n s\u1ebd \u0111i xa trong vi\u1ec7c \u0111\u1ea1t t\u1edbi s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ecdi kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u00e1nh gi\u00e1 cao c\u00e1ch h\u1ecd \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed. N\u00f3i c\u00e1ch kh\u00e1c, vi\u1ec7c nh\u1ea5n m\u1ea1nh v\u00e0o kh\u00eda c\u1ea1nh “y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi” c\u00f3 th\u1ec3 cho b\u1ea1n c\u00e1ch t\u1ed1t h\u01a1n trong vi\u1ec7c cung c\u1ea5p gi\u1ea3i ph\u00e1p k\u0129 thu\u1eadt v\u00e0 xin \u0111\u1eebng qu\u00ean ai tr\u1ea3 ti\u1ec1n cho c\u00f4ng vi\u1ec7c c\u1ee7a b\u1ea1n.<\/p>\n

 <\/p>\n

—-English version—-<\/p>\n

 <\/p>\n

Customer satisfaction<\/p>\n

I received an email where the sender wrote: \u201cMy company requires that software project must achieve customer satisfaction. However, my customer is very unreasonable. He demands the impossible such as everything must be done with high quality and deliver on time or else. How can we achieve this? Our team consists of mostly new graduates and this is our first job so we are afraid and confused. We do not know how to achieve customer satisfaction? Please advise.\u201d<\/p>\n

My answer: Your customer does NOT demand the \u201cimpossible\u201d as you thought. If you are a customer then what do you want? Don\u2019t you want quality software product on time and with all functions as required? It is NOT \u201cunreasonable\u201d to ask for something like that. When you start a new project, it is very important to understand customer\u2019s expectation because if you meet that expectation, you will achieve customer satisfaction. What the customer want is to be listened to because they have certain problems that must be solved. As a development team, you must ask yourself: Did I talk to the customer and understand what the customer\u2019s needs? Did I communicate clearly with customer about the delivery date, and all functions that will be built? Did the customer agree with our proposal? The major issues between customer and development team are mostly communication and expectation. Many project teams did not spend time discussing with customer to understand the requirements. They hurry to start working on the project without a clear agreement so they do NOT know how to make the customer happy. When things go wrong, they start blaming the customer. If they communicate clearly about the objectives of the project, if they understand what the customer\u2019s needs, if they have an agreement about quality, time, costs and functionality than as long as they fulfill the agreement than customer must be satisfied.<\/p>\n

Basically, to achieve customer satisfaction, you must focus on both the product and the process. The product refers to the solution, the result, the software product. The customer wants it to work properly, to meet their needs, to solve their problems and of course do it with quality. But technical product alone may not keep the customer happy unless you also focus on the process. The process refers to how customers feel they have been treated. This is the \u201cHuman element\u201d aspect and it is very important. That is why beside technical skills, software team must also have the \u201cSoft-skills\u201d, the ability to listen, to communicate, to discuss, to negotiate and to build better relationship with customers.<\/p>\n

Sometime, delivering a good quality solution may not be effective as good quality solution accompanied by friendliness and respect. If you know how to invest in a relationship, you will go far in achieve customer satisfaction. Every customers will appreciate the way they are treated. In other words, an emphasis on the \u201chuman element\u201d aspect can give you better way in providing the technical solution and please do not forget who are paying for your works.<\/p>\n","protected":false},"excerpt":{"rendered":"

T\u00f4i nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t email ng\u01b0\u1eddi g\u1eedi vi\u1ebft: \u201cC\u00f4ng ti t\u00f4i y\u00eau c\u1ea7u r\u1eb1ng d\u1ef1 \u00e1n ph\u1ea7n m\u1ec1m ph\u1ea3i \u0111\u1ea1t t\u1edbi tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch … <\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20],"tags":[],"class_list":["post-2544","post","type-post","status-publish","format-standard","hentry","category-ki-nghe-phan-mem"],"_links":{"self":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2544","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2544"}],"version-history":[{"count":1,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2544\/revisions"}],"predecessor-version":[{"id":2545,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2544\/revisions\/2545"}],"wp:attachment":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2544"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2544"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2544"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}