CLB tiếng Anh BE - 8h30 sáng Chủ nhật hàng tuần tại "Trường Tiểu học Dịch Vọng A, ngõ 233 Xuân Thuỷ,

Nhân ngày 20-10, ngày phụ nữ Việt Nam!

Mình xin chúc các chị, em trong câu lạc bộ Be một ngày lễ thật vui vẻ và hạnh phúc!

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Ôi bác anata, lúc nào cũng vẫn thật tốt với tất cả chị em. Thank bác, thank cả Storm, bên này ko hoa, ko quà, k cái ngày gọi là women's day và bắt đầu chạnh lòng nhớ về BE club thật đầm ấm với 1 bữa lẩu . Chúc chị e Be ngày nào cũng tươi và hạnh phúc như ngày hôm nay nhé

Đây là topic cho tuần này post hơi chậm mong cả nhà thông cảm

anh ơi, e mún join thì cứ đến là đc ạ? có phải đăng ký j trước hok?

Đúng rồi em ạ Không phải đăng ký trước đâu Mai gặp em nhé hi

Sodi anh, hôm nay e ngủ quên >_< hẹn anh tuần sau vậy []

Buổi offline hôm nay đông quá hơn 40 người hic hic

To All: Hôm nay có 1 bạn gái xinh tươi có để làm rơi 1 chiếc ví xinh xắn màu hồng sọc đen, BE's mem có ai biết tin tức về chiếc ví xinh xắn này ở đâu có thể liên hệ qua sdt của mình là: 0983-384-353. Mình sẽ hậu tạ và gửi lại cho bạn gái bị mất. Cảm ơn mọi người đã quan tâm

[FONT=&quot]Dự định (Dự định thôi nhé) BE Club sẽ chuyển địa điểm trong tháng 11 tới. Hiện tại mình đang cần thuê 1 phòng cho BE CLUB sinh hoạt – Tuần 1 buổi vào sáng chủ nhật. (khoảng 25-40m2). Ai biết có địa điểm ở đâu trong khu vực cầu giấy giá từ 250k – 350k/ 1 tháng thì nhắn tin giúp mình với. SDT của mình là 0983-384-353 (Tiến). Cảm ơn mọi người đã quan tâm![/FONT]

Topic tuần này
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Đây là 1 ít nguồn tài liệu về "Customer service" từ wikipedia


Customer service is the provision of service to customers before, during and after a purchase.
According to Jamier L. Scott. (2002),[1] “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale.
Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. However, In the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customer systems innovator Micah Solomon has made the point that "Online customers are literally invisible to you (and you to them), so it's easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena."[2]
Customer service is normally an integral part of a company’s customer value proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that "customers have memories. They will remember you, whether you remember them or not." Further, "customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence."[3]
From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue.[4] From that perspective, customer service should be included as part of an overall approach to systematic improvement.
Some have argued[5] that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other KPIs.[citation needed]


Instant feedback

Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK's leading travel companies invites passengers to send text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time.[6]
A challenge working with customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator. There is no challenge to come up with a lot of meaningful KPIs, but the challenge is to select a few which reflects your overall strategy. In ad***ion to reflecting your strategy it should also enable staff to limit their focus to the areas that really matter. The focus must be of those KPIs, which will deliver the most value to the overall objective, e.g. cost saving, service improving etc. It must also be done in such a way that staff sincerely believe that they can make a difference with the effort.
One of the most important aspects of a customer service KPI is that of what is often referred to as the "Feel Good Factor". Basically the goal is to not only help the customer have a good experience, but to offer them an experience that exceeds their expectations. Several key points are listed as follows:
1. Know your product – Know what products/service you are offering back to front. In other words be an information expert. It is okay to say "I don't know", but it should always be followed up by... "but let me find out" or possibly " but my friend knows!" Whatever the situation may be, make sure that you don't leave your customer with an unanswered question.
2. Body Language/Communication – Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with others it can show our lack of care. Two of the most important parts of positive body language are smiling, and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them, not at them. And then of course smiling is just more inviting than someone who has a blank look on their face.
3. Anticipate Guest Needs – Nothing surprises your customer more than an employee going the extra mile to help them. Always look for ways to serve your customer more than they expect. In doing so it helps them to know that you care and it will leave them with the "Feel Good Factor" that we are searching for.

HƠT NEWS:
Mình đang sắp xếp kế hoạch dẫn một anh người Đức gốc Việt đến giao lưu với BE nhà mình Anh ý tên là Tuyển (đậm chất VN lun ), sẽ ở VN 6 tháng. Nhà mình đón típ anh í nhiệt tình nhe [r2)][r2)][r2)]