BAI GIANG CONG TAC XA HOI

khach hang khi bat dau tit van. Cac cong eu chu'A'n hoa ding nen dude Lien
hanh trong suet qua trinh to van. Diem trong qua trinh tU yin cho khach
hang va nhan vien met thitOc do ye sit tien be ma khach hang dang co sau
mei buei Lu van. Vao cual hal to van sau ding khi ket aide dich vu, to nen
sit dung cling met cong Cu ehuan hoe do. Diem sau tit yin hay diem kit
thile cho ca khach hang va nhan viola met do Kiang ye cam nhan caa khach
hang vao cuei to vin. Sii so sanh giva cat diem try& va sau to yin tren cling
met tong cu chu'an hod se cho chi bao ye viec lieu to yin có thanh tong trong
viec lam cho khach hang cam thiy tot Hon hay khong. Gong cu to yin do co
the dude tiers hanh \Lai khach hang met hoac han met thang sau khi to van
da kit thile. Diem sau nay se cho khach hang va nhan vien met do hieing ye
anh hUang dai han cba to vin. Dieu quan trong la danh gia tee deng dai han
dm to yin va the diem Lieu sau la met phan quan trong dia danh gia de l .
Neu met nhan vien kheng bang each nao do danh gia dliec khach hang earn
thiy ra sao met hoac lion met thang sau khi to yin kit auk, nguai can be do
kh8ng danh gia dude ye anh huang dai han cua tit
MO to chi tiet ve each sU dung the ding eu chuan hod nhu the nao
nham danh gia mite de thanh tong cim viec dat mug Lieu tit yin la vudt ra
ngoai khuOn kh6 caa chitong nay. Tuy nhien, met danh muc the cong cu
chuan hod thubng dude su dung de danh gia cong viec caa cat nhan vien
CTXH da dude trinh bay trong cuen "Ccic do hang cho mue dich Icim sang",
Cal lieu do Corcoran va Fischer viet (1994). Dieu quan trong IA cat &Ong cu
chuan hoa nen dude sit dung la met phan ena danh gia bit cu khi nao co
the. Met danh gia khi quan caa khach hang, thanh vien gia dinh va ban be
cua khach hang hay caa nhan vien CTXH dude them Ira° hal met danh gia
cua cat cong cu chuan hod se mang lai met bang chUng re) rang ye viec the
muc Lieu cua khach hang da dat dude va to yin da thAnh &Mg. Cac cong cu
chuan hoe la met phan quan trong ena qua trinh danh gia trong to yin va
la cit lei caa eel da dude biet den nhu thific hanh dinh billing nghien elm
hay thuc hanh tit nhat.
' Coicoran v a Fischer, sdd
127