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BAI GIANG CONG TAC XA HOI

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nghi5n rigiu va thuec phien thi khang nen tri lieu cho nhang dfia tre ea vain<br />

de ve hanh vi. Neu khach hang dtta ra nhang yeti eau khang n5m trong<br />

pham vi cua trung tam thi Let nhat IA gidi thi'5u ho den dung not ho can; vi<br />

the nhan vien CTXH can phai nam yang cac chitcing trinh to van hoat (tang<br />

trong tong thing va cac dich vu ma ho cung cap.<br />

Du lieu ban au caa khach hang<br />

Da lieu caa khach hang la yeti to rat quan trong trong qua trinh ha<br />

tro va qua trinh W van. Mitt da not a tren, c8ng the to van can gan gui vai<br />

khach hang va tap trung giai quy6t nhang van a ma khach hang mu6n<br />

giai quy6t. Trong to van kheng bao gid de ton tai tinh trang co hai nhom<br />

muc tieu, met tilt raw tieu ma khach hang va nhan vien CTXH ding hOp<br />

tac de dat dude va met nhom muc tieu ma nhan vien CTXH bi mat giap da<br />

khach hang hoan thanh ma khang cho khach hang hilt. C6 met se bac si tri<br />

lieu cho rang ho cif lang le lien hanh giup do khach hang, khi nao c6 tik<br />

trim thi ho se not vai khach hang. Tuy nhien dieu nay khang tea chat nao.<br />

Trach nhiem cem nhan vien CTXH la nett ho th5y muc tieu nao do la can<br />

thiet phai ham thanh thi can chia se dieu nay \raj khach hang va thuyet<br />

phuc khach hang biet tai sao nhang muc tieu nay la quan trong. Neu khach<br />

hang khong clang Sr thi nhan vien CTXH van nen tInte hien cac muc tieu ma<br />

khach hang muen dat dude. Neu tinh trang cim khach hang khOng thay &it<br />

sau met vai n6 lue thi quay tra lai thuyet plum khach hang vb. dam phan<br />

hop ding. Met lai khuyen cho nhan vien CTXH la nen bat dau voi nhang gi<br />

ma khach hang muan.<br />

Ca met dieu km Sr la dei vai met se khach hang, nhan vien CTXH la<br />

nguai xa la va ho ngai ngang khi phai not ye vain de eua mink, vi the ho se<br />

khang chia xe. Nhang khach hang nay có the the dinh nhang moo Lieu hoax<br />

van de trong khi van gia bi mat ve ban chat cim van de. Chi khi nao ho<br />

cam they tin Wang a nhan vien CTXH va they nhan vien CTXH thtfc stt<br />

quan tam thi ho mei bat dau chia xe bi mat dm ho. Vi vay sau na8i bu6i ti6p<br />

ran, nhan vien CTXH can hen khach hang xem lieu nhang gi dang then ra<br />

cti dung yea nhang gi khach hang mong doi khong hay la can phai dam<br />

phan lai hop ding tit van. Han het cac khach hang dgu tra lai la hai ben<br />

dang di dung hutting nhung tang co met so khach hang nhan co hei nay dUa<br />

ra nhang muc lieu hoac van de ho thug s1 muen giai quyet trong cuec sting<br />

dim ban than minh.<br />

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