{"id":17403,"date":"2026-10-28T04:04:26","date_gmt":"2026-10-28T04:04:26","guid":{"rendered":"https:\/\/daihoc.fpt.edu.vn\/hcm\/?p=17403"},"modified":"2026-10-28T04:05:34","modified_gmt":"2026-10-28T04:05:34","slug":"bai-hoc-quan-tri-dich-vu-va-trai-nghiem-khach-hang-tu-hanh-trinh-phat-trien-cua-three-oclock","status":"publish","type":"post","link":"https:\/\/daihoc.fpt.edu.vn\/hcm\/bai-hoc-quan-tri-dich-vu-va-trai-nghiem-khach-hang-tu-hanh-trinh-phat-trien-cua-three-oclock\/","title":{"rendered":"B\u00e0i h\u1ecdc qu\u1ea3n tr\u1ecb d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1eeb h\u00e0nh tr\u00ecnh ph\u00e1t tri\u1ec3n c\u1ee7a Three O\u2019Clock"},"content":{"rendered":"

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\nTi\u1ebfp n\u1ed1i chu\u1ed7i ho\u1ea1t \u0111\u1ed9ng \u201cT\u1eeb S\u00e1ch Gi\u00e1o Khoa – \u0110i Ra Th\u1ef1c T\u1ebf\u201d, bu\u1ed5i chia s\u1ebb \u0111\u01b0a sinh vi\u00ean Tr\u01b0\u1eddng \u0110\u1ea1i h\u1ecdc FPT \u0111\u1ebfn g\u1ea7n h\u01a1n v\u1edbi th\u1ef1c ti\u1ec5n qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng qua c\u00e2u chuy\u1ec7n ph\u00e1t tri\u1ec3n c\u1ee7a chu\u1ed7i c\u00e0 ph\u00ea – tr\u00e0 Three O\u2019Clock. Ch\u01b0\u01a1ng tr\u00ecnh c\u00f3 s\u1ef1 g\u00f3p m\u1eb7t c\u1ee7a di\u1ec5n gi\u1ea3 Nguy\u1ec5n Th\u1ecb Thu\u1eadn – CEO & Founder Three O\u2019Clock, c\u00f9ng th\u1ea7y L\u00ea Th\u00e0nh T\u00e2m – gi\u1ea3ng vi\u00ean B\u1ed9 m\u00f4n Marketing.<\/span><\/p>\n

H\u00e0nh tr\u00ecnh c\u1ee7a Three O\u2019Clock t\u1eeb c\u1eeda h\u00e0ng \u0111\u1ea7u ti\u00ean \u0111\u1ebfn chu\u1ed7i c\u00e0 ph\u00ea – tr\u00e0 t\u1ea1i Vi\u1ec7t Nam v\u00e0 m\u00f4 h\u00ecnh nh\u01b0\u1ee3ng quy\u1ec1n t\u1ea1i \u1ea4n \u0110\u1ed9, Indonesia cho th\u1ea5y m\u1edf r\u1ed9ng quy m\u00f4 kh\u00f4ng \u0111\u01a1n thu\u1ea7n l\u00e0 nh\u00e2n r\u1ed9ng s\u1ed1 l\u01b0\u1ee3ng c\u1eeda h\u00e0ng, m\u00e0 c\u00f2n l\u00e0 b\u00e0i to\u00e1n duy tr\u00ec ch\u1ea5t l\u01b0\u1ee3ng tr\u00ean t\u1eebng \u0111i\u1ec3m ch\u1ea1m v\u1edbi kh\u00e1ch h\u00e0ng. Qua chia s\u1ebb c\u1ee7a ch\u1ecb Thu\u1eadn Nguy\u1ec5n, sinh vi\u00ean c\u00f3 g\u00f3c nh\u00ecn c\u1ee5 th\u1ec3 h\u01a1n v\u1ec1 c\u00e1ch doanh nghi\u1ec7p qu\u1ea3n tr\u1ecb \u0111\u1ed9i ng\u0169, chu\u1ea9n h\u00f3a quy tr\u00ecnh v\u00e0 gi\u1eef s\u1ef1 nh\u1ea5t qu\u00e1n trong tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 gi\u1eefa c\u00e1c th\u1ecb tr\u01b0\u1eddng.
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Ch\u1ecb Thu\u1eadn Nguy\u1ec5n – CEO & Founder Three O\u2019Clock chia s\u1ebb c\u00e2u chuy\u1ec7n th\u1ef1c t\u1ebf v\u1ec1 qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 h\u00e0nh tr\u00ecnh ph\u00e1t tri\u1ec3n th\u01b0\u01a1ng hi\u1ec7u<\/figcaption><\/figure>\n

\u0110\u1eb1ng sau nh\u1eefng d\u1ea5u m\u1ed1c t\u0103ng tr\u01b0\u1edfng l\u00e0 c\u1ea3 nh\u1eefng l\u1ea7n v\u1ea5p ng\u00e3, quy\u1ebft \u0111\u1ecbnh \u0111\u00f3ng c\u1eeda h\u00e0ng v\u00e0 th\u1eed th\u00e1ch khi \u1ee9ng ph\u00f3 v\u1edbi kh\u1ee7ng ho\u1ea3ng. Nh\u1eefng c\u00e2u chuy\u1ec7n n\u00e0y cho th\u1ea5y n\u0103ng l\u1ef1c qu\u1ea3n tr\u1ecb kh\u00f4ng ch\u1ec9 th\u1ec3 hi\u1ec7n \u1edf c\u00e1ch doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n, m\u00e0 c\u00f2n \u1edf kh\u1ea3 n\u0103ng nh\u1eadn di\u1ec7n v\u1ea5n \u0111\u1ec1, \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh kh\u00f3 kh\u0103n v\u00e0 \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ec3 th\u00edch \u1ee9ng v\u1edbi th\u1ef1c t\u1ebf.\u00a0<\/span><\/p>\n

M\u1ed9t ly c\u00e0 ph\u00ea \u0111\u1ea1t chu\u1ea9n l\u00e0 \u0111i\u1ec3m kh\u1edfi \u0111\u1ea7u, nh\u01b0ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f2n \u0111\u01b0\u1ee3c t\u1ea1o n\u00ean t\u1eeb nhi\u1ec1u y\u1ebfu t\u1ed1 kh\u00e1c: c\u00e1ch nh\u00e2n vi\u00ean t\u01b0\u01a1ng t\u00e1c, t\u1ed1c \u0111\u1ed9 ph\u1ee5c v\u1ee5, s\u1ef1 nh\u1ea5t qu\u00e1n trong quy tr\u00ecnh v\u00e0 kh\u1ea3 n\u0103ng x\u1eed l\u00fd nh\u1eefng t\u00ecnh hu\u1ed1ng ph\u00e1t sinh. T\u1eeb nh\u1eefng v\u1ea5n \u0111\u1ec1 \u0111\u00f3, sinh vi\u00ean c\u00f3 th\u00eam g\u00f3c nh\u00ecn v\u1ec1 vai tr\u00f2 c\u1ee7a vi\u1ec7c chu\u1ea9n h\u00f3a quy tr\u00ecnh v\u00e0 qu\u1ea3n tr\u1ecb \u0111\u1ed9i ng\u0169 trong ho\u1ea1t \u0111\u1ed9ng chu\u1ed7i. Doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 c\u1ea7n x\u00e2y d\u1ef1ng ti\u00eau chu\u1ea9n d\u1ecbch v\u1ee5 m\u00e0 c\u00f2n ph\u1ea3i b\u1ea3o \u0111\u1ea3m c\u00e1c ti\u00eau chu\u1ea9n \u1ea5y \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n nh\u1ea5t qu\u00e1n.<\/span><\/p>\n

T\u1eeb nh\u1eefng c\u00e2u chuy\u1ec7n th\u1ef1c t\u1ebf c\u1ee7a doanh nghi\u1ec7p, sinh vi\u00ean c\u00f3 th\u00eam h\u00e0nh trang \u0111\u1ec3 nh\u00ecn nh\u1eadn v\u1ea5n \u0111\u1ec1 d\u01b0\u1edbi g\u00f3c \u0111\u1ed9 ng\u01b0\u1eddi l\u00e0m Marketing v\u00e0 t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p t\u1ea1o ra gi\u00e1 tr\u1ecb thi\u1ebft th\u1ef1c cho kh\u00e1ch h\u00e0ng. Vi\u1ec7c x\u00e1c \u0111\u1ecbnh \u0111\u00fang nguy\u00ean nh\u00e2n l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 x\u00e2y d\u1ef1ng gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p v\u1edbi \u0111i\u1ec1u ki\u1ec7n th\u1ef1c t\u1ebf c\u1ee7a doanh nghi\u1ec7p. Qua \u0111\u00f3, ki\u1ebfn th\u1ee9c Marketing d\u1ecbch v\u1ee5 kh\u00f4ng ch\u1ec9 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 ph\u00e2n t\u00edch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n gi\u00fap sinh vi\u00ean hi\u1ec3u r\u00f5 v\u1ea5n \u0111\u1ec1 doanh nghi\u1ec7p \u0111ang g\u1eb7p ph\u1ea3i \u0111\u1ec3 \u0111\u1ec1 xu\u1ea5t nh\u1eefng h\u01b0\u1edbng c\u1ea3i thi\u1ec7n c\u00f3 t\u00ednh kh\u1ea3 thi.
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Ti\u1ebfp n\u1ed1i chu\u1ed7i ho\u1ea1t \u0111\u1ed9ng \u201cT\u1eeb S\u00e1ch Gi\u00e1o Khoa – \u0110i Ra Th\u1ef1c T\u1ebf\u201d, bu\u1ed5i chia s\u1ebb \u0111\u01b0a sinh vi\u00ean Tr\u01b0\u1eddng \u0110\u1ea1i h\u1ecdc FPT \u0111\u1ebfn g\u1ea7n h\u01a1n v\u1edbi th\u1ef1c ti\u1ec5n qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng qua c\u00e2u chuy\u1ec7n ph\u00e1t tri\u1ec3n c\u1ee7a chu\u1ed7i c\u00e0 ph\u00ea – tr\u00e0 Three O\u2019Clock. Ch\u01b0\u01a1ng […]\n","protected":false},"author":27,"featured_media":17416,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[22,27],"tags":[],"class_list":["post-17403","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tin-tuc-noi-bat","category-workshop-hoi-thao"],"acf":[],"_links":{"self":[{"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/posts\/17403","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/comments?post=17403"}],"version-history":[{"count":1,"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/posts\/17403\/revisions"}],"predecessor-version":[{"id":17448,"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/posts\/17403\/revisions\/17448"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/media\/17416"}],"wp:attachment":[{"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/media?parent=17403"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/categories?post=17403"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/daihoc.fpt.edu.vn\/hcm\/wp-json\/wp\/v2\/tags?post=17403"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}