BAI GIANG CONG TAC XA HOI

DOi khi, khOng ai nghi dgn met van dg dem tang truffic khi no nay sinh.
Ching han, moi nguai dgu da rdi khOi too nha trit met khach hang ngei xe
Tan. Anh ta dang tren during dgn van phong cita nhan vien CTXH khi coi bao
clang keu, va vi khong thong thao kign true cua ng6i nha, anh hi rgi loan. Cai
thang may duo anh len tang hai da to dang tat di khi coi bao keu. Anh
ta bi mac ket a hanh lang ma khong bigt during nap de thoat ra. KhOng ai
nghi dgn van dg nay tit trude. vi khong co met kg hoach cua to eh& vac) de
gitip dd nhung ca nhan nhu anh trong tinh trang hoa hoan. May thay, su
]vien nay thuygt phut nhang nhan vien phat trien met kg hoach chu ging de
darn bao rang mm ngudi dgu có th61 thoat khei too nha khi can fink. Trong
truang hdp minh hoa nay vie, c thigu con mat nhin xa tremg reng co the la van
dg chinh tao ra rao can Min hinh co dinh cho khach hang.
Met rao can nth a rat nhigu Ong deng la viec thigu plumng tien van
chuygn cho Olen khach hang tigp can dude vdi can dich vu. Nhang nhan vien
CTXH co the Op phan tim ra nlning van de bang each khuygn khich cac t6
auk 66 tri dich vu tren (Hong giao thong ding tong hay wen vdi cac dich vu
khan ma del Wang khach hang nhigu kha nang sit dung. MOt digu Mk la
phat nhung ye van tai hay nhung tie glib khan ye tai chinh khach hang
den duck vdi ho. Va it nhgt, nhan vien CTXH phai co kha nang du tinh throe
can rho can giao thong va tan dang cO the anh httang tdi khach hang.
Cdc rho can chinh such ten the, tyc
Mat soy rao can ga'n vdi chinh each va dui tut cim hiep hai tang nhu cac
nha cung cap dich vu khan. Met vi du khan la nining luat cam nhan vien
CTXH giai thich tat ca nhung co heilVa than cua khach hang vi can co quan
lap phap thanh vien ap dat tin ngang ton gig° dia ha len nMing ngudi khan.
Turing to nhu del vdi 111'0 va chinh sach ngan can naii lao dang ngoai van
ban chinh each nhan duct can dich vu ding ceng hay nhung Mat cam pha
thai chi cho nhung truang hdp mang song cim ngttoi me N de doa.
Met rao can chinh sach d6i vdi vise tigp can cac dich vu nua co lien
quail dgn khfich hang la phu nil de tudi sinh de. Viec thigu dich vu chain
sac tre em la that van de lOn hien nay cho phu n3 vi hau hgt cac chuang
trinh kh6ng có guy dinh gi ve tinh hugng nay (Kline, 1996). Vi dv, met
nghien matt do Trung tam Nghien va Tarn dung chgt kith thich QuSc gia Mgr
(1996) cho thgy khi dich vu cham sac tre duct cung cap cho phu n3 dang
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