{"id":383,"date":"2013-06-18T23:07:29","date_gmt":"2013-06-18T16:07:29","guid":{"rendered":"http:\/\/science-technology.vn\/?p=383"},"modified":"2013-06-18T23:07:29","modified_gmt":"2013-06-18T16:07:29","slug":"du-hanh-voi-bill-phan-1","status":"publish","type":"post","link":"https:\/\/science-technology.vn\/?p=383","title":{"rendered":"Du h\u00e0nh v\u1edbi Bill – ph\u1ea7n 1"},"content":{"rendered":"

M\u00f9a h\u00e8 n\u0103m ngo\u00e1i t\u00f4i \u0111\u00e3 \u0111i c\u00f9ng v\u1edbi Bill, m\u1ed9t gi\u00e1o s\u01b0 v\u1ec1 kinh doanh \u1edf CMU v\u00ec ch\u00fang t\u00f4i \u0111ang c\u00f9ng d\u1ea1y m\u1ed9t s\u1ed1 l\u1edbp. Bill l\u00e0 m\u1ed9t c\u1ef1u quan ch\u1ee9c \u0111i\u1ec1u h\u00e0nh doanh nghi\u1ec7p cho n\u00ean \u00f4ng \u1ea5y c\u00f3 nhi\u1ec1u kinh nghi\u1ec7m m\u00e0 \u00f4ng \u1ea5y th\u01b0\u1eddng chia s\u1ebb v\u1edbi t\u00f4i. Ch\u00fang t\u00f4i \u0111i ch\u00e2u \u00c1 r\u1ed3i ch\u00e2u \u00c2u v\u00e0 d\u00e0nh nhi\u1ec1u th\u1eddi gian \u1edf kh\u00e1ch s\u1ea1n, t\u1ea7u ho\u1ea3, xe bus v\u00e0 s\u00e2n bay.<\/span><\/p>\n

Nh\u01b0 m\u1ed9t th\u00f3i quen, Bill th\u01b0\u1eddng \u0111\u1ec3 \u00fd t\u1edbi c\u00e1ch m\u1ecdi ng\u01b0\u1eddi v\u1eadn h\u00e0nh doanh nghi\u1ec7p d\u1ef1a tr\u00ean c\u00e1ch h\u1ecd \u0111\u1ed1i x\u1eed v\u1edbi kh\u00e1ch h\u00e0ng. \u00d4ng \u1ea5y n\u00f3i: \u201cC\u00f3 nhi\u1ec1u \u0111i\u1ec1u m\u00e0 c\u00f4ng ti ph\u1ea3i h\u1ecdc \u0111\u1ec3 c\u00f3 t\u00ednh c\u1ea1nh tranh v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 quan tr\u1ecdng nh\u1ea5t. T\u00f4i kh\u00f4ng bi\u1ebft bao nhi\u00eau ng\u01b0\u1eddi \u0111i\u1ec1u h\u00e0nh hi\u1ec3u \u0111i\u1ec1u \u0111\u00f3 b\u1edfi v\u00ec v\u1eadn h\u00e0nh c\u1ee7a h\u1ecd t\u1ec7 th\u1ebf. H\u1ecd c\u00f3 bi\u1ebft r\u1eb1ng c\u00f3 nhi\u1ec1u \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u0111ang cung c\u1ea5p c\u00f9ng d\u1ecbch v\u1ee5 nh\u01b0 h\u1ecd n\u1eefa kh\u00f4ng?\u201d<\/p>\n

\u00d4ng \u1ea5y b\u1eaft \u0111\u1ea7u b\u1eb1ng m\u1ed9t h\u00e3ng h\u00e0ng kh\u00f4ng \u1edf ch\u00e2u \u00c1: \u201cT\u00f4i th\u1ef1c s\u1ef1 th\u00edch c\u00f4ng ti n\u00e0y. Ng\u01b0\u1eddi c\u1ee7a h\u1ecd \u0103n m\u1eb7c chuy\u00ean nghi\u1ec7p v\u00e0 th\u01b0\u1eddng xuy\u00ean m\u1ec9m c\u01b0\u1eddi \u0111\u1ec3 ch\u00e0o \u0111\u00f3n kh\u00e1ch h\u00e0ng khi ch\u00fang t\u00f4i t\u1edbi g\u1ea7n h\u1ecd. H\u1ecd l\u1ec5 ph\u00e9p, lu\u00f4n gi\u00fap \u0111\u1ee1, v\u00e0 bao gi\u1edd c\u0169ng ch\u1eafc r\u1eb1ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng. Ch\u00fang t\u00f4i ch\u1ec9 d\u00e0nh kh\u00f4ng \u0111\u1ea7y v\u00e0i ph\u00fat v\u1edbi h\u1ecd \u1edf qu\u1ea7y h\u00e0ng kh\u00f4ng nh\u01b0ng t\u00f4i bi\u1ebft r\u1eb1ng t\u00f4i s\u1ebd bay v\u1edbi h\u1ecd n\u1eefa.\u201d<\/p>\n

V\u1edbi h\u00e0ng h\u00e0ng kh\u00f4ng kh\u00e1c \u1edf ch\u00e2u \u00c2u, \u00f4ng \u1ea5y n\u00f3i: \u201cNh\u1eefng ng\u01b0\u1eddi n\u00e0y \u0111ang ngh\u0129 g\u00ec th\u1ebf nh\u1ec9? H\u1ecd b\u1ecf qu\u00ean kh\u00e1ch h\u00e0ng khi h\u1ecd ng\u1ed3i v\u00e0 t\u00e1n chuy\u1ec7n v\u1edbi nhau. Khi ch\u00fang t\u00f4i t\u1edbi h\u1ecd nh\u00ecn \u0111i \u0111\u00e2u \u0111\u00f3 v\u00ec h\u1ecd kh\u00f4ng \u0111\u00f3n ch\u00e0o ch\u00fang t\u00f4i. H\u1ecd tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi theo c\u00e1ch kh\u00f3 ch\u1ecbu v\u00e0 d\u01b0\u1eddng nh\u01b0 kh\u00f4ng ch\u0103m nom ch\u00fat n\u00e0o. \u00d4ng ngh\u0129 t\u00f4i c\u00f3 quay l\u1ea1i kh\u00f4ng? Nhi\u1ec1u quan ch\u1ee9c \u0111i\u1ec1u h\u00e0nh kh\u00f4ng hi\u1ec3u r\u1eb1ng gi\u00e1 kh\u00f4ng ph\u1ea3i l\u00e0 y\u1ebfu t\u1ed1 duy nh\u1ea5t. L\u00e0 kh\u00e1ch h\u00e0ng t\u00f4i \u0111\u00e3 ch\u1ecdn v\u00e0 t\u00f4i s\u1ebd s\u1eb5n l\u00f2ng tr\u1ea3 th\u00eam ch\u00fat ti\u1ec1n n\u1eefa n\u1ebfu t\u00f4i th\u00edch d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ea1i c\u00f4ng ti \u0111\u1eb7c bi\u1ec7t. T\u00f4i t\u1ef1 h\u1ecfi li\u1ec7u quan ch\u1ee9c \u0111i\u1ec1u h\u00e0nh c\u1ee7a h\u1ecd th\u1eadm ch\u00ed c\u00f3 bi\u1ebft c\u00f4ng nh\u00e2n c\u1ee7a h\u1ecd th\u1ef1c hi\u1ec7n t\u1ed1t th\u1ebf n\u00e0o hay ch\u1ec9 ng\u1ed3i tho\u1ea3i m\u00e1i trong v\u0103n ph\u00f2ng xa hoa m\u00e0 \u0111\u1ebfm ti\u1ec1n.\u201d<\/p>\n

Bill kh\u00f4ng ph\u1ea3i l\u00e0 ng\u01b0\u1eddi kh\u00f3 t\u00ednh, \u00f4ng \u1ea5y c\u00f3 nh\u00e2n c\u00e1ch r\u1ea5t d\u1ec5 ch\u1ecbu, l\u00e0 m\u1ed9t c\u1ef1u quan ch\u1ee9c \u0111i\u1ec1u h\u00e0nh (CEO) c\u1ee7a c\u00f4ng ti nhi\u1ec1u t\u1ec9 \u0111\u00f4 la, \u00f4ng \u1ea5y hi\u1ec3u r\u00f5 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. C\u00f4ng ti c\u1ee7a \u00f4ng \u1ea5y \u0111\u01b0\u1ee3c x\u1ebfp h\u1ea1ng l\u00e0 m\u1ed9t trong nh\u1eefng c\u00f4ng ti t\u1ed1t nh\u1ea5t trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng trong nhi\u1ec1u n\u0103m. \u00d4ng \u1ea5y v\u1ec1 h\u01b0u n\u0103m ngo\u00e1i v\u00e0 tr\u1edf th\u00e0nh gi\u00e1o s\u01b0 trong tr\u01b0\u1eddng kinh doanh.<\/p>\n

Trong chuy\u1ebfn \u0111i, ch\u00fang t\u00f4i \u0103n \u1edf c\u00e1c nh\u00e0 h\u00e0ng \u0111a d\u1ea1ng, t\u1eeb qu\u00e1n c\u00e0 ph\u00ea nh\u1ecf t\u1edbi c\u00e1c ch\u1ed7 \u0103n t\u1ed1i n\u1ed5i ti\u1ebfng. T\u1ea5t nhi\u00ean, b\u1ea1n mong \u0111\u1ee3i c\u00e1c m\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1c nhau \u1edf c\u00e1c ch\u1ed7 kh\u00e1c nhau. V\u1edbi s\u1ef1 ng\u1ea1c nhi\u00ean c\u1ee7a t\u00f4i \u0111\u00e3 c\u00f3 d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n \u1edf ch\u1ed7 b\u1ea1n mong \u0111\u1ee3i \u00edt nh\u1ea5t v\u00e0 d\u1ecbch v\u1ee5 t\u1ed3i nh\u1ea5t \u1edf ch\u1ed7 \u0103n t\u1ed1i \u0111\u1eaft nh\u1ea5t. Bill n\u00f3i: \u201cNg\u01b0\u1eddi Nh\u1eadt B\u1ea3n v\u00e0 ng\u01b0\u1eddi H\u00e0n Qu\u1ed1c c\u00f3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t. H\u1ecd hi\u1ec3u r\u00f5 c\u00e1ch \u0111\u1ed1i x\u1eed v\u1edbi kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u \u0111\u00f3 c\u00f3 th\u1ec3 l\u00e0 phong t\u1ee5c c\u1ee7a h\u1ecd nh\u01b0ng t\u00f4i ngh\u0129 \u0111\u00fang h\u01a1n \u0111\u00f3 l\u00e0 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00ed v\u00e0 vi\u1ec7c \u0111\u00e0o t\u1ea1o.\u201d<\/p>\n

T\u00f4i kh\u00f4ng ch\u1eafc v\u1ec1 \u0111i\u1ec1u \u0111\u00f3 cho n\u00ean t\u00f4i h\u1ecfi m\u1ed9t c\u00f4ng nh\u00e2n nh\u00e0 h\u00e0ng v\u00e0 c\u00f4 ta x\u00e1c nh\u1eadn: \u201cCh\u00fang t\u00f4i ph\u1ea3i tr\u1ea3i qua nhi\u1ec1u \u0111\u00e0o t\u1ea1o v\u00ec d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 \u01b0u ti\u00ean s\u1ed1 m\u1ed9t. Ch\u00fang t\u00f4i bi\u1ebft r\u1eb1ng d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n bao gi\u1edd c\u0169ng \u0111\u01b0\u1ee3c th\u01b0\u1edfng b\u1edfi vi\u1ec7c kh\u00e1ch h\u00e0ng quay l\u1ea1i.\u201d T\u00f4i h\u1ecfi: \u201cNgay c\u1ea3 \u1edf m\u1ed9t nh\u00e0 h\u00e0ng \u0111\u1ecba ph\u01b0\u01a1ng nh\u1ecf nh\u01b0 th\u1ebf n\u00e0y sao?\u201d C\u00f4 \u1ea5y n\u00f3i: \u201cM\u1ecdi c\u00f4ng nh\u00e2n nh\u00e0 h\u00e0ng \u0111\u1ec1u bi\u1ebft r\u1eb1ng vi\u1ec7c c\u1ee7a h\u1ecd l\u00e0 tu\u1ef3 thu\u1ed9c v\u00e0o h\u1ecd th\u1ef1c hi\u1ec7n t\u1ed1t th\u1ebf n\u00e0o v\u00e0 th\u00e1i \u0111\u1ed9 c\u1ee7a h\u1ecd v\u1edbi kh\u00e1ch h\u00e0ng. Kh\u00f4ng c\u00f3 ngo\u1ea1i l\u1ec7.\u201d<\/p>\n

Ch\u00fang t\u00f4i c\u00f3 kinh nghi\u1ec7m t\u1ec7 \u1edf Ph\u00e1p n\u01a1i d\u1ecbch v\u1ee5 nh\u00e0 h\u00e0ng l\u00e0 k\u00e9m v\u00e0 th\u00e1i \u0111\u1ed9 c\u1ee7a ng\u01b0\u1eddi ph\u1ee5c v\u1ee5 l\u00e0 th\u00f4 thi\u1ec3n. Trong b\u1eefa \u0103n t\u1ed1i, h\u1ecd n\u00f3i v\u1ec1 kh\u00e1ch h\u00e0ng v\u1edbi nhau b\u1eb1ng ti\u1ebfng Ph\u00e1p v\u00ec h\u1ecd kh\u00f4ng th\u00edch ng\u01b0\u1eddi M\u0129. H\u1ecd kh\u00f4ng bi\u1ebft r\u1eb1ng Bill n\u00f3i th\u00e0nh th\u1ea1o ti\u1ebfng Ph\u00e1p v\u00e0 ti\u1ebfng \u0110\u1ee9c. T\u1ea5t nhi\u00ean, ch\u00fang t\u00f4i kh\u00f4ng bao gi\u1edd quay l\u1ea1i nh\u00e0 h\u00e0ng \u0111\u00f3 cho d\u00f9 n\u00f3 \u1edf b\u00ean c\u1ea1nh kh\u00e1ch s\u1ea1n c\u1ee7a ch\u00fang t\u00f4i. C\u00f2n h\u01a1n th\u1ebf n\u1eefa, ch\u00fang t\u00f4i c\u0169ng b\u1ea3o cho b\u1ea1n b\u00e8 m\u00ecnh bi\u1ebft \u0111\u1ec3 cho h\u1ecd c\u00f3 th\u1ec3 tr\u00e1nh ch\u1ed7 \u0111\u00f3. V\u1edbi m\u1ea1ng x\u00e3 h\u1ed9i nh\u01b0 Facebook v\u00e0 Twitter, trong m\u1ed9t th\u1eddi gian r\u1ea5t ng\u1eafn, ch\u00fang t\u00f4i nh\u1eadn \u0111\u01b0\u1ee3c c\u1ea3 ngh\u00ecn th\u00f4ng \u0111i\u1ec7p c\u1ea3m \u01a1n ch\u00fang t\u00f4i v\u00ec ch\u1ec9 ra ch\u1ed7 k\u00e9m c\u1ea7n tr\u00e1nh.<\/p>\n

T\u00f4i \u0111\u1ed3ng \u00fd v\u1edbi Bill r\u1eb1ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 ph\u1ea7n then ch\u1ed1t trong quy\u1ebft \u0111\u1ecbnh li\u1ec7u m\u1ecdi ng\u01b0\u1eddi c\u00f3 quay l\u1ea1i m\u1ed9t kinh doanh \u0111\u1eb7c th\u00f9 hay kh\u00f4ng nh\u01b0ng t\u00f4i t\u1ef1 h\u1ecfi m\u1ed9t doanh nghi\u1ec7p c\u00f3 th\u1ec3 m\u1ea5t bao nhi\u00eau kh\u00e1ch h\u00e0ng do d\u1ecbch v\u1ee5 k\u00e9m. V\u1edbi ng\u1ea1c nhi\u00ean c\u1ee7a t\u00f4i, Bill c\u00f3 c\u00e2u tr\u1ea3 l\u1eddi. \u00d4ng \u1ea5y b\u1ea3o t\u00f4i r\u1eb1ng m\u1ecdi n\u0103m c\u00f4ng ti c\u1ee7a \u00f4ng \u1ea5y bao gi\u1edd c\u0169ng ti\u1ebfn h\u00e0nh \u0111i\u1ec1u tra v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 so s\u00e1nh n\u00f3 v\u1edbi c\u00e1c c\u00f4ng ti kh\u00e1c trong ng\u00e0nh c\u00f4ng nghi\u1ec7p. \u00d4ng \u1ea5y n\u00f3i: \u201cQu\u00e3ng hai ph\u1ea7n ba kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng h\u1ecd s\u1ebd chuy\u1ec3n kinh doanh d\u1ef1a tr\u00ean d\u1ecbch v\u1ee5 k\u00e9m. \u0110\u00f3 l\u00e0 l\u00ed do t\u1ea1i sao c\u00f4ng ti c\u1ee7a t\u00f4i coi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 quan tr\u1ecdng nh\u1ea5t. Hai ph\u1ea7n ba l\u00e0 nhi\u1ec1u ti\u1ec1n \u0111\u1ea5y. H\u00ecnh dung r\u1eb1ng b\u1ea1n \u0111ang l\u00e0m ra m\u1ed9t tri\u1ec7u \u0111\u00f4 la m\u1ed9t n\u0103m v\u00e0 do d\u1ecbch v\u1ee5 ngh\u00e8o n\u00e0n, b\u1ea1n ch\u1ec9 c\u00f3 \u0111\u01b0\u1ee3c tr\u00ean ba tr\u0103m ngh\u00ecn \u0111\u00f4 la n\u0103m nay th\u1ebf r\u1ed3i n\u0103m ti\u1ebfp b\u1ea1n ch\u1ec9 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t tr\u0103m ngh\u00ecn \u0111\u00f4 la, \u0111i\u1ec1u \u0111\u00f3 ngh\u0129a l\u00e0 ph\u00e1 s\u1ea3n. B\u1eb1ng ch\u1ee9ng l\u00e0 r\u00f5 r\u00e0ng th\u1ebf nh\u01b0ng bao nhi\u00eau quan ch\u1ee9c \u0111i\u1ec1u h\u00e0nh bi\u1ebft \u0111\u01b0\u1ee3c v\u1ec1 \u0111i\u1ec1u \u0111\u00f3?<\/p>\n

Bill gi\u1ea3i th\u00edch th\u00eam: \u201cNg\u00e0y nay ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng th\u01b0\u1eddng b\u1eadn r\u1ed9n cho n\u00ean h\u1ecd kh\u00f4ng dung th\u1ee9 \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 k\u00e9m. H\u01a1n 75 ph\u1ea7n tr\u0103m n\u00f3i h\u1ecd s\u1ebd chuy\u1ec3n sang k\u1ebb c\u1ea1nh tranh sau khi nh\u1eadn \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 k\u00e9m. Nhi\u1ec1u ng\u01b0\u1eddi trong s\u1ed1 h\u1ecd s\u1ebd n\u00f3i cho b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh v\u1ec1 \u0111i\u1ec1u \u0111\u00f3 v\u00e0 thi\u1ec7t h\u1ea1i c\u00f3 th\u1ec3 l\u00e0 nghi\u00eam tr\u1ecdng. Trong c\u00f4ng ti c\u1ee7a t\u00f4i, tho\u1ea3 m\u00e3n cho kh\u00e1ch h\u00e0ng l\u00e0 KH\u00d4NG \u0111\u1ee7; c\u00f4ng nh\u00e2n c\u1ee7a ch\u00fang t\u00f4i ph\u1ea3i v\u01b0\u1ee3t qu\u00e1 \u0111i\u1ec1u \u0111\u00f3. Nghi\u00ean c\u1ee9u c\u1ee7a ch\u00fang t\u00f4i th\u1ea5y r\u1eb1ng \u201cKh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c tho\u1ea3 m\u00e3n\u201d s\u1ebd quay l\u1ea1i l\u00e0m kinh doanh v\u1edbi b\u1ea1n trong 52 ph\u1ea7n tr\u0103m l\u1ea7n nh\u01b0ng \u201ckh\u00e1ch h\u00e0ng vui s\u01b0\u1edbng\u201d s\u1ebd quay l\u1ea1i trong 95 ph\u1ea7n tr\u0103m l\u1ea7n. V\u1edbi nh\u1eefng d\u1eef li\u1ec7u n\u00e0y, b\u1ea1n kh\u00f4ng c\u00f3 m\u1ea5y ch\u1ecdn l\u1ef1a nh\u01b0ng ph\u1ea3i ch\u1eafc r\u1eb1ng b\u1ea1n cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c. D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 c\u1ed1t l\u00f5i c\u1ee7a c\u00f4ng ti t\u00f4i. \u0110\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng, c\u00f4ng nh\u00e2n c\u1ee7a t\u00f4i ph\u1ea3i c\u00f3 hi\u1ec3u bi\u1ebft th\u1ea5u \u0111\u00e1o v\u1ec1 h\u1ecd c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c v\u1ea5n \u0111\u1ec1 n\u00e0o cho kh\u00e1ch h\u00e0ng v\u00e0 l\u00e0m sao v\u01b0\u1ee3t qu\u00e1 \u0111i\u1ec1u \u0111\u00f3. Ch\u00fang t\u00f4i cung c\u1ea5p nhi\u1ec1u \u0111\u00e0o t\u1ea1o v\u00e0 thi\u1ebft l\u1eadp c\u00e1c qui tr\u00ecnh chu\u1ea9n \u0111\u1ec3 th\u1ef1c hi\u1ec7n ch\u00fang. C\u00e1 nh\u00e2n t\u00f4i th\u01b0\u1eddng xuy\u00ean t\u1edbi th\u0103m kh\u00e1ch h\u00e0ng \u0111\u1ec3 ch\u1eafc r\u1eb1ng ch\u00fang t\u00f4i v\u1eadn h\u00e0nh theo c\u00e1ch ch\u00fang t\u00f4i mu\u1ed1n.\u201d<\/p>\n

Kh\u00f3 m\u00e0 h\u00ecnh dung \u0111\u01b0\u1ee3c m\u1ed9t quan ch\u1ee9c \u0111i\u1ec1u h\u00e0nh ch\u00ednh c\u1ee7a m\u1ed9t c\u00f4ng ti l\u1edbn l\u1ea1i d\u00e0nh th\u1eddi gian \u0111\u1ec3 t\u1edbi th\u0103m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean nh\u01b0ng Bill l\u00e0 ng\u01b0\u1eddi ngo\u1ea1i l\u1ec7. \u00d4ng \u1ea5y n\u00f3i: \u201cT\u00f4i xu\u1ea5t th\u00e2n t\u1eeb m\u1ed9t gia \u0111\u00ecnh di c\u01b0 ngh\u00e8o; b\u1ed1 m\u1eb9 t\u00f4i qu\u00ea \u1edf \u0110\u1ee9c v\u00e0 \u0111\u00e3 di c\u01b0 sang M\u0129 tr\u01b0\u1edbc Th\u1ebf chi\u1ebfn 2. T\u00f4i l\u00e0m vi\u1ec7c v\u1ea5t v\u1ea3 v\u00e0 \u0111\u00e3 l\u00e0m m\u1ecdi th\u1ee9, k\u1ec3 c\u1ea3 \u0111\u1ed5 r\u00e1c, qu\u00e9t s\u00e0n, d\u1ecdn ph\u00f2ng v\u1ec7 sinh \u0111\u1ec3 ki\u1ebfm ti\u1ec1n tr\u1ea3 cho gi\u00e1o d\u1ee5c c\u1ee7a t\u00f4i. T\u00f4i \u0111\u00e3 b\u1eaft \u0111\u1ea7u t\u1eeb \u0111\u00e1y c\u00f4ng ti v\u00e0 l\u00e0m vi\u1ec7c theo c\u00e1ch c\u1ee7a t\u00f4i \u0111i l\u00ean cho n\u00ean t\u00f4i hi\u1ec3u c\u00e1ch c\u00f4ng ti v\u1eadn h\u00e0nh. T\u00f4i x\u00e2y d\u1ef1ng c\u00f4ng ti th\u00e0nh c\u00f4ng ti l\u1edbn v\u1edbi v\u0103n ph\u00f2ng \u1edf m\u1ecdi bang \u1edf M\u0129 r\u1ed3i m\u1edf r\u1ed9ng ra qu\u1ed1c t\u1ebf. B\u1edfi v\u00ec t\u00f4i hi\u1ec3u d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 b\u1ea3o \u0111\u1ea3m m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u hi\u1ec3u n\u00f3, c\u00f4ng ti c\u1ee7a t\u00f4i \u0111\u00e3 l\u00e0m t\u1ed1t. T\u00f4i tin v\u00e0o quan h\u1ec7 kh\u00e1ch h\u00e0ng, v\u00ec \u00f4ng cho kh\u00e1ch h\u00e0ng d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t, \u0111\u1ec3 \u0111\u00e1p l\u1ea1i h\u1ecd bao gi\u1edd c\u0169ng quay l\u1ea1i. Kh\u00f4ng may, c\u00e1c quy\u1ebft \u0111\u1ecbnh \u1edf c\u00e1c c\u00f4ng ti kh\u00e1c b\u1ecb b\u1ecf xa kh\u1ecfi hi\u1ec3u bi\u1ebft n\u00e0y. N\u1ebfu kh\u00e1ch h\u00e0ng mu\u1ed1n c\u00e1i g\u00ec \u0111\u00f3 h\u1ecd ph\u1ea3i y\u00eau c\u1ea7u v\u00e0 khi y\u00eau c\u1ea7u \u0111i t\u1eeb ph\u00f2ng ban n\u00e0y sang ph\u00f2ng ban kh\u00e1c, t\u1eeb m\u1ee9c qu\u1ea3n l\u00ed n\u00e0y l\u00ean m\u1ee9c qu\u1ea3n l\u00ed kh\u00e1c, n\u00f3 th\u01b0\u1eddng b\u1ecb th\u1ea5t l\u1ea1c. Ng\u01b0\u1eddi qu\u1ea3n l\u00ed c\u1ea5p cao kh\u00f4ng ch\u00fa \u00fd t\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u00f3 l\u00e0 l\u00ed do t\u1ea1i sao nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng bi\u1ebft t\u1ea1i sao h\u1ecd m\u1ea5t s\u1ed1 b\u00e1n v\u00e0o c\u00e1c c\u00f4ng ti \u0111\u01b0\u1ee3c qu\u1ea3n l\u00ed t\u1ed1t h\u01a1n.\u201d<\/p>\n

\u201cN\u1ebfu quan ch\u1ee9c \u0111i\u1ec1u h\u00e0nh c\u1ea5p cao kh\u00f4ng kinh nghi\u1ec7m v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ti m\u00ecnh nh\u01b0 kh\u00e1ch h\u00e0ng kinh nghi\u1ec7m th\u1ebf th\u00ec c\u00f4ng ti c\u00f3 nh\u01b0\u1ee3c \u0111i\u1ec3m ch\u00ednh v\u00e0 \u0111\u00e2y l\u00e0 c\u00e1ch k\u1ebb c\u1ea1nh tranh c\u00f3 th\u1ec3 khai th\u00e1c. M\u1ed9t khu v\u1ef1c g\u0103ng kh\u00e1c c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 bi\u1ebft c\u00e1ch kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n d\u00f9ng s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n. Nhi\u1ec1u quan ch\u1ee9c \u0111i\u1ec1u h\u00e0nh ch\u1ec9 quan t\u00e2m t\u1edbi c\u00e1ch h\u1ecd mu\u1ed1n s\u1ea3n ph\u1ea9m c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c d\u00f9ng hay h\u1ecd gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 n\u00e0o cho kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u \u0111\u00f3 l\u00e0 kh\u00f4ng \u0111\u1ee7; h\u1ecd ph\u1ea3i v\u01b0\u1ee3t qu\u00e1 \u0111i\u1ec1u \u0111\u00f3 b\u1eb1ng vi\u1ec7c bi\u1ebft c\u00e1ch kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ea1i d\u00f9ng ch\u00fang. B\u1ea1n c\u1ea7n bi\u1ebft h\u1ecd th\u00edch g\u00ec, h\u1ecd mong \u0111\u1ee3i c\u00e1i g\u00ec, h\u1ecd gh\u00e9t c\u00e1i g\u00ec, v\u00e0 h\u1ecd \u01b0\u1edbc ao c\u00e1i g\u00ec. Tri th\u1ee9c kh\u00e1ch h\u00e0ng n\u00e0y l\u00e0 b\u00ed m\u1eadt cho th\u00e0nh c\u00f4ng doanh nghi\u1ec7p trong n\u1ec1n kinh t\u1ebf to\u00e0n c\u1ea7u n\u00e0y. C\u00e1 nh\u00e2n t\u00f4i \u0111\u00e3 t\u1edbi th\u0103m c\u00e1c kh\u00e1ch h\u00e0ng c\u1ee7a t\u00f4i v\u00e0 \u0111\u00e3 th\u1ea5y c\u00e1ch h\u1ecd d\u00f9ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a t\u00f4i b\u1eb1ng ch\u00ednh m\u1eaft t\u00f4i. T\u00f4i c\u0169ng h\u1ecfi h\u1ecd chi ti\u1ebft v\u00e0 l\u1eafng nghe c\u00e1c g\u1ee3i \u00fd c\u1ee7a h\u1ecd. Kh\u00f4ng c\u00e1i g\u00ec nh\u1ecf b\u1ecb b\u1ecf qua, cho d\u00f9 c\u00f4ng nh\u00e2n \u1edf m\u1ee9c th\u1ea5p nh\u1ea5t t\u1ea1i s\u00e0n c\u01a1 x\u01b0\u1edfng c\u0169ng c\u00f3 c\u00e1i g\u00ec \u0111\u00f3 \u0111\u1ec3 g\u1ee3i \u00fd v\u00e0 t\u00f4i l\u1eafng nghe h\u1ecd r\u1ea5t c\u1ea9n th\u1eadn. \u00d4ng kh\u00f4ng th\u1ec3 d\u1ef1a v\u00e0o \u0111i\u1ec1u ng\u01b0\u1eddi b\u00e1n h\u00e0ng hay ng\u01b0\u1eddi ti\u1ebfp th\u1ecb c\u1ee7a \u00f4ng n\u00f3i v\u1edbi \u00f4ng. \u00d4ng c\u1ea7n c\u00f3 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 vi\u1ec7c d\u00f9ng s\u1ea3n ph\u1ea9m c\u1ee7a kh\u00e1ch h\u00e0ng. T\u00f4i bao gi\u1edd c\u0169ng h\u1ecfi kh\u00e1ch h\u00e0ng c\u00e1i g\u00ec l\u00e0 \u0111i\u1ec1u t\u00f4i c\u00f3 th\u1ec3 l\u00e0m t\u1ed1t h\u01a1n. N\u00f3 \u0111\u01a1n gi\u1ea3n l\u00e0 m\u1ed9t c\u00e2u h\u1ecfi nh\u01b0ng r\u1ea5t m\u1ea1nh b\u1edfi v\u00ec n\u00f3 ch\u1ee9ng t\u1ecf cho kh\u00e1ch h\u00e0ng r\u1eb1ng t\u00f4i th\u1ef1c s\u1ef1 ch\u0103m nom t\u1edbi h\u1ecd v\u00e0 \u0111\u00f3 l\u00e0 b\u00ed m\u1eadt th\u00e0nh c\u00f4ng c\u1ee7a t\u00f4i.<\/p>\n

 <\/p>\n

—-English version—-<\/p>\n

 <\/p>\n

Travel with Bill – part 1<\/p>\n

Last summer I travelled with Bill, a business professor at CMU as we were teaching some classes together. Bill is a former business executive so he has a lot of experiences that he often shared with me. We went to Asia then to Europe and spent a lot of time in hotels, restaurants, trains, bus, and airports.<\/p>\n

As a habit, Bill often noticed the way people operated business based on how they treat customers. He said: \u201cThere are many things that companies must learn to be competitive and customer service is the most important. I do not know how many executives understand it because their operations are so bad. Do they know that there are many competitors that provide the same service like them too?\u201d<\/p>\n

He started with one airline in Asia: \u201cI really like this company. Their people dress professionally and often smile to greet customers as we approach them. They are polite, helpful, and always make sure that customer needs are met. We only spend less than few minutes with them at the airline counter but I know that I will fly with them again.\u201d<\/p>\n

To another airline in Europe, he said: \u201cWhat are these people thinking? They ignore customers as they sit and chat with each other. When we approach they look somewhere as they are not welcoming us. They answer questions in a bad manner and seem not to care at all. Do you think I would come back? Many executives do not understand that price is not the only factor. As customers I have choice and I would be willing to pay a bit more money if I like the customer service at a particular company. I wonder if their executives even know how well their workers perform or only sit comfortable in a luxury office counting money.\u201d<\/p>\n

Bill is not a difficult person, He has a very pleasant personally but as a former Chief Executive Officer (CEO) of a multi-billion dollars company, he understands customer service well. His company is rated one of the best in customer service for many years. He retired last year and became a professor in business school.<\/p>\n

During the trip, we ate at a wide variety of restaurants, from small coffee shops to well known dining places. Of course, you expected different levels of service at different places. To my surprise there were better service at the place you least expected and worst service at the most expensive dinning. Bill said: \u201cThe Japanese and S. Korea have the best customer services. They understand how to treat customers well. It could be their customs but I rather think it is the management system and training.\u201d<\/p>\n

I was not sure about that so I asked one restaurant worker and she confirmed: \u201cWe must go through lot of trainings as customer service is priority number one. We know that better service is always rewarded by customers coming back.\u201d I asked: \u201cEven at a small local restaurant like this?\u201d She said: \u201cEvery restaurant workers know that their job is depending on how well they perform and their attitudes toward customers. There is no exception.\u201d<\/p>\n

We had a bad experience in France where the restaurant service was bad and the servers\u2019 attitude was rude. During the dinner, they talked about customers with each other in French as they do not like the Americans. They did not know that Bill speak fluently French and German. Of course, we never go back to that restaurant even it is next to our hotel. More than that, we also let our friends know so they could avoid that place. With social network such as Facebook and Twitter, in a very short time, we received thousand messages thanks us for pointing out a bad place to avoid.<\/p>\n

I agreed with Bill that customer service is a key part in deciding whether people would return to a particular business or not but I wonder how many customers a business could lose due to bad service. To my surprise, Bill had the answer. He told me that every year his company always conducted a survey on customer\u2019s satisfaction and compared it with others in the industry. He said: \u201cAbout two third of customers said that they will switch business based on bad service. That is why my company considers customer service as the most important. Two third is a lot of money. Imagine that you are making one million dollar a year and due to poor service, you only get over three hundred thousand dollars this year then next year you only get one hundred thousand dollars, it means bankruptcy. The evident is so clear but how many executive knows about it?<\/p>\n

Bill further explained: \u201cToday most customers are often busy so they do not tolerate bad service. More than 75 per cent said they would switch to the competitor after receive a poor service. Many of them will tell friends and family about it and the damage can be severe. In my company, satisfy customer is NOT enough; my workers must exceed it. Our research found that \u201cSatisfied Customers\u201d will return to do business with you 52 per cent of the time but \u201cDelighted customers\u201d will return 95 per cent of the time. With those data, you do not have much choice but make sure that you provide the best customer service possible. Customer service is at the core of my company. To serve customers, my workers must have a thorough understanding of what problem they could solve for customers and how to exceed it. We provide a lot of trainings and establish standard processes to implement them. I personally visit our customers often to make sure that we operate the way we want.\u201d<\/p>\n

It is hard to imagine a Chief Executive Officer of a large company would spend time to visit customers often but Bill is an exceptional person. He said: \u201cI came from a poor immigrant family; my parents came from Germany and migrated to the U.S before World War 2. I worked hard and did everything, including empty garbage, sweep floors, clean washrooms to earn money to pay for my education. I started at the bottom of the company and worked my way up so I understand how the company operates. I built the company to a large enterprise with office in every state in the U.S. then expand international. Because I understand customer services and make sure everybody understand it, my company did well. I believe in customer relationship, as you give customers the best services, they always return a favor. Unfortunately, decisions at other companies are far removed from this understanding. If customers want something they have to request and as the request goes from one department to another, from one level of manager to another, it often get lost. Senior managers pay no attention to customer and that is why many do not know why they lost sales to better managed companies.\u201d<\/p>\n

\u201cIf senior executives are not experiencing the company\u2019s products and services as a customer would then the company has a major weakness and this is how a competitor can exploit. Another critical area of customer service is to know how your customers use your products. Many executives only concern with how they want their products to be used or what problems they solve for customers. It is not enough; they must exceed it by knowing how customers are actually using them. You need to know what they love, what they expect, what they hate, and what they wish for. This customer knowledge is the secret for business success in this global economy. I personally visited my customers and saw how they use my products and services with my own eyes. I also asked them in details and listened to their suggestions. Nothing is small to ignore, even the lowest level workers at the factory floor also had something to suggest and I listened very careful to them. You cannot rely on what your sale people or marketing people tell you. You need to have a deep understanding of customer\u2019s use of the products. I always ask customers what one thing I could do better. It is a simple question but very powerful because it demonstrated to customers that I really care about them and that is my secret of success.<\/p>\n","protected":false},"excerpt":{"rendered":"

M\u00f9a h\u00e8 n\u0103m ngo\u00e1i t\u00f4i \u0111\u00e3 \u0111i c\u00f9ng v\u1edbi Bill, m\u1ed9t gi\u00e1o s\u01b0 v\u1ec1 kinh doanh \u1edf CMU v\u00ec ch\u00fang t\u00f4i \u0111ang c\u00f9ng d\u1ea1y m\u1ed9t … <\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16],"tags":[],"class_list":["post-383","post","type-post","status-publish","format-standard","hentry","category-nha-doanh-nghiep"],"_links":{"self":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/383","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=383"}],"version-history":[{"count":1,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/383\/revisions"}],"predecessor-version":[{"id":384,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/383\/revisions\/384"}],"wp:attachment":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=383"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=383"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=383"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}