BAI GIANG CONG TAC XA HOI

Clip di;, 2: Ban dang cam thgy that yang vi ban van kWh-1g the lama
viec dude ke to khi tai nan say ra.
Cgp do 3: Ban van cam th'gy rat dau don of khi hi tai nan. Vi digu do
ban da kheng the lam viec dime va bay gia ban thay rang tin fro cap dang
hgt dan. Ban lo tang ve viec se chu cap cho gia dinh nhu the nao va dieu do
khien ban se hai.
Viec the hien kha nang thau cam tang nhu bat ki ki nang nao khac
can phai ap dung met each hap Li. Ngtibi mai vao nghe thuang co xu hitting
dung ki nang nay qua nhieu. Hay de cho khach hang dm ban co ed hei
bee 10 vg ban than ha, ve nhang kinh nghiem caa ho, ve nhung ctieu quan
trong dgi Arai ho va vg nhang van de ho dang phai dei mat voi. Khi ban Fang
nghe nhung cau chuyen cua ho va quan sat cif chi caa ho, ban se cam nhan
dude nhUng gi IA quan trong del vOi ho, hic do ban se c6 the truyen tai dude
ski cam thong dea vii ho.
Tranh to ra cam thong d&i v6i moi van de caa khach hang vi digu dO
khign cho ban tra thanh met cai may có the nghe dude nhung kheng thtic
ski thgu hien khach hang. Met lei thUang thay khac da nmiei mei vac) nghe
la dat cau hai ma khong c6 ski lien quan doi vai van de caa khach hang. Van
de nay dude minh hoa d vi du 1 not tren khi nhan vien CTXH hei vg tinh
caa noel ban cling phong sau khi nghe qua ye van de caa khach
'hang. Loai hanh vi nay cho thgy nhan vien CTXH kheng he Lang nghe
khach hang hoac cho Fa nhung gi nguai nay hai la khang quan trong. Cang
co nhung truing hip xay ra khi nhan vien CTXH kheng bigt lam gi v6i
mgi quan tam caa khach hang va do dO be qua no. Cling có nhang taking -
hop khac say ra khi nhan vien CTXH lo Fang ve nhung viec phai lam trong
thai gian bieu cua ho hdn La quan tam den nhUng van de caa khach hang.
Met nguyen tac hien qua la phai the hien kha nang than cam khi met
khach hang trinh bay yin de cUa ho ma ban nhan thgy la quan trong.
Thvc hanh phat tri4 ki slang
Dudi day la met s6 cac van de cua khach hang. Trong met tinh hu6ng
dong kith, met nguai la khach hang, ngliai kia lam CTXH, khach hang
nhac lai nhang cat nbi dudi day, sau dO nhan vien CTXH tra lai theo me
hinh the hien kha nang thgu cam. Muc dich la phai tra lei it nhat la o 2 cap
do va khi ban cam thgy to tin, chuyen sang cap do 3 de lam tang chit
ludng va de sau caa eau tra lai:
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