Kev Sib Tham Muag | Nws yog dab tsi, Cov txiaj ntsig thiab kev coj ua zoo tshaj | 2024 Qhia

Puas yog koj tawm tsam kaw kev muag txawm tias muaj ntau tus thawj coj los? Nws tuaj yeem yog vim tias koj cov neeg siv khoom muaj peev xwm nco txog tib neeg kev sib txuas thiab kev sib cuam tshuam lawv xav tau los tsim kev ntseeg siab nrog koj lub hom phiaj.

Qhov ntawd yog qhov twg kev muag khoom los nyob rau hauv. Siv tus kheej, ob txoj kev sib tham mus kom ze, kev sib tham muag muag tuaj yeem pab txhawb koj txoj kev muag khoom thiab nce koj cov nqi hloov pauv. 

Hauv tsab xov xwm no, peb yuav tshawb xyuas qhov kev sib tham muag yog dab tsi. Nws muaj txiaj ntsig dab tsi? Thiab cov txheej txheem zoo tshaj plaws rau kev ua tiav cov txiaj ntsig zoo.

Txheej txheem cej luam

Table of Contents

• Txheej txheem cej luam
• Kev Sib Tham Muag Khoom yog dab tsi?
• Cov txiaj ntsig ntawm Kev Sib Tham Muag Khoom
  • Tsim kev ntseeg thiab kev sib raug zoo
  • Muab cov kev daws teeb meem rau tus kheej
  • Txhim kho kev muag khoom
• 5 Cov Kev Sib Tham Muag Khoom Zoo Tshaj Plaws
  • Siv Cov Kev Txawj Mloog Lus Nug
  • Qhia Kev Pom Kev
  • Siv Lus Zoo
  • Nug Cov Lus Nug Qhib Kawg
  • Txhawb nqa Online Platforms
• Ntsiab Cai 

Lub tswv yim rau kev sib koom tes zoo dua

• Hom kev muag khoom
• B2B muag
• B2C muag

Kev Sib Tham Muag Khoom yog dab tsi?

Xav txog tias koj tab tom tham nrog ib tus phooj ywg zoo - koj ob leeg mloog, nug cov lus nug, thiab qhia tawm tswv yim. Tsis muaj kev tswj hwm lossis tswj kev sib tham. Thiab nws ntws ib txwm ua raws li koj cov lus teb thiab cov lus teb. Koj pauv cov ntaub ntawv thiab cov tswv yim, thiab kev sib tham yuav hloov zuj zus mus.

Hauv kev sib tham muag, nws yog tib lub tswv yim. 

Kev sib tham kev muag khoom yog ib qho kev muag khoom uas tseem ceeb hauv kev tsim kev sib raug zoo nrog cov neeg siv khoom muaj peev xwm los ntawm kev sib tham ntawm tus kheej, ob txoj hauv kev sib tham hauv online xws li kev sib tham, kev tshaj xov xwm, email, lossis lub vev xaib. Hauv kev sib tham muag, tus neeg muag khoom mloog zoo rau cov neeg siv khoom muaj peev xwm, nug cov lus nug kom nkag siab lawv cov kev xav tau, thiab muab cov kev daws teeb meem ntawm tus kheej raws li lawv cov lus teb.

Tsis txhob thawb ib yam khoom lossis kev pabcuam, lub hom phiaj yog tsim kom muaj kev sib txuas thiab tau txais cov neeg siv khoom ntseeg siab.

Cov txiaj ntsig ntawm Kev Sib Tham Muag Khoom

Kev sib tham kev muag khoom yog kev muag khoom zoo uas tsis yog tsuas yog pab cov neeg muag khoom txhim kho lawv cov kev txawj ntse, tab sis kuj pab cov lag luam tsim kev sib raug zoo nrog cov neeg siv khoom, sib txawv lawv tus kheej los ntawm cov neeg sib tw, thiab txhawb kev loj hlob thiab nyiaj tau los.

Nov yog qee qhov txiaj ntsig uas Kev Sib Tham Muag Khoom nqa tuaj:

Tsim Kev Ntseeg Thiab Kev Sib Raug Zoo

Kev sib tham muag tso cai rau cov lag luam sib cuam tshuam nrog cov neeg siv khoom muaj peev xwm ntawm kev sib txuas ntawm tus kheej ntau dua. Yog li ntawd, lawv tuaj yeem tsim kev ntseeg siab thiab kev sib raug zoo uas tuaj yeem ua rau muaj kev sib raug zoo mus ntev los ntawm kev koom nrog ob txoj kev sib tham thiab nquag mloog cov neeg siv khoom xav tau yam tsis tau thawb lawv mus yuav ib yam dab tsi.

Muab cov kev daws teeb meem rau tus kheej

Los ntawm kev sib tham muag, kev lag luam tuaj yeem nkag siab zoo dua rau cov neeg siv khoom cov ntsiab lus mob thiab muab cov kev daws teeb meem ntawm tus kheej uas ua tau raws li lawv cov kev xav tau tshwj xeeb. Txoj hauv kev no pab kom muaj kev sib txawv ntawm kev lag luam los ntawm lawv cov neeg sib tw thiab muab lawv ua tus kws pab tswv yim ntseeg es tsis yog cov neeg muag khoom muag.

raws li McKinsey thiab tuam txhab kev tshawb fawb, cov neeg siv khoom niaj hnub no suav hais tias tus kheej yog theem pib ntawm kev koom tes. 

• 71% ntawm cov neeg siv khoom xav kom cov lag luam muab kev paub txog tus kheej, thiab 76% chim siab thaum qhov no ua tsis tiav. 
• 72% cia siab tias cov lag luam yuav lees paub lawv li cov tib neeg thiab nkag siab txog lawv txoj kev nyiam. Cov neeg siv khoom tau hais kom piav qhia txog kev hloov kho nws cuam tshuam rau kev txaus siab thiab tshwj xeeb. Lawv feem ntau yuav teb tau zoo thaum cov khoom lag luam nthuav tawm kev nqis peev hauv kev sib raug zoo es tsis yog kev lag luam xwb. 
• Cov tuam txhab uas muaj kev vam meej ntawm tus kheej tsim 40% cov nyiaj tau los ntau dua li cov neeg ua si li niaj zaus los ntawm cov kev siv zog no.

Txhim kho kev muag khoom

Raws li tau hais los saum no, los ntawm kev tsom mus rau tus kheej xav tau kev yuav khoom thiab tsim kev sib raug zoo nrog cov neeg siv khoom, kev sib tham muag tuaj yeem ua rau kev muag khoom zoo dua. Tsis tas li ntawd, thaum cov neeg siv khoom xav tias muaj kev txaus siab thiab tshwj xeeb, txoj hauv kev ntawm kev kaw kev lag luam tuaj yeem nce ntxiv.

Nyob rau tib lub sijhawm, los ntawm kev sib tham txog kev sib tham thiab muab cov kev daws teeb meem uas hais txog cov neeg siv khoom xav tau, cov lag luam tuaj yeem tso lawv tus kheej li cov neeg daws teeb meem thiab tsim lub koob npe nrov rau kev xa cov txiaj ntsig.

5 Cov Kev Sib Tham Muag Khoom Zoo Tshaj Plaws

Nov yog qee qhov kev sib tham muag muag uas koj tuaj yeem siv los koom nrog cov neeg siv khoom muaj peev xwm thiab kaw kev sib tham:

Siv Cov Kev Txawj Mloog Lus Nug

Thaum mloog zoo rau tus neeg siv khoom, koj tuaj yeem txheeb xyuas lawv cov kev xav tau thiab kev txhawj xeeb thiab paub txog lawv txoj kev xav los muab cov kev daws teeb meem raws li lawv cov kev xav tau. Qhov no ua rau tus neeg siv khoom nkag siab thiab muaj nuj nqis, tsis yog zoo li ib tus neeg txawv txawv ua kev yuav khoom.

Qee cov lus nug uas tuaj yeem pab koj hauv kev txhawb nqa cov neeg siv khoom xav tau thiab mloog zoo dua yog:

• "Yog li yog tias kuv nkag siab yog lawm, koj tab tom nrhiav kev daws teeb meem uas yuav pab koj txhim kho koj txoj haujlwm?"
• “Kuv xav kom kuv nkag siab koj cov kev xav tau kom raug. Koj puas tuaj yeem qhia meej tias koj txhais li cas los ntawm qhov ntawd?

Qhia Kev Pom Kev

Empathy yog ib qho txuj ci tseem ceeb hauv kev sib tham muag, vim nws tso cai rau koj tso koj tus kheej hauv cov neeg siv khoom khau thiab nkag siab lawv qhov kev xav.

Thaum tus neeg siv khoom xav tias muaj kev nkag siab, lawv muaj peev xwm tso siab rau tus neeg muag khoom thiab qhib lawv cov kev txhawj xeeb thiab cov ntsiab lus mob, uas yog siv los muab cov kev daws teeb meem uas ua tau raws li lawv cov kev xav tau.

Qhia txog kev nkag siab txhais tau tias qhia cov neeg siv khoom tias lawv cov kev xav tau tseem ceeb thiab lawv muaj ntau dua li qhov kev muag khoom. Nws tuaj yeem pab tsim kom muaj kev ntseeg ruaj khov ntawm koj thiab cov neeg siv khoom, uas tsim kom muaj kev ntseeg siab ntev.

Nov yog qee txoj hauv kev los ua qhov ntawd:

• Rov ua dua thiab paraphrase. Tom qab tus neeg siv khoom hais lus tas lawm, rov hais dua thiab txhais lawv cov kev txhawj xeeb kom pom tias koj tau nkag siab lawv qhov kev xav thiab koj muaj nuj nqis.
• Paub txog lawv txoj kev xav thiab kev xav. Nws tuaj yeem ua tau yooj yim li "Kuv tuaj yeem xav tias koj yuav tsum xav li cas."

Siv Lus Zoo

Lus yog ib qho tseem ceeb ntawm kev sib tham muag, tshwj xeeb tshaj yog nyob rau hauv online platforms uas kev sib tham yog cov ntawv nyeem. Nov yog qee cov lus qhia thiab piv txwv rau kev siv lus kom muaj kev sib tham muag muag zoo:

Siv lub suab nrov zoo thiab sib tham:

• “Nyob zoo! Kuv tuaj yeem pab koj li cas hnub no?
• “Ua tsaug rau kev ncav tes! Kuv zoo siab pab."

Tsis txhob siv jargon thiab lus technical:

• "Peb cov khoom siv tau yooj yim thiab tsis tas yuav muaj kev txawj ntse."
• "Peb muab cov kev daws teeb meem yooj yim uas tsis xav tau cov txheej txheem teeb tsa nyuaj."

Siv lus zoo:

• "Peb cov khoom yuav pab koj txuag lub sijhawm thiab ua kom muaj txiaj ntsig."
• "Koj yuav nyiam peb qhov kev pabcuam vim nws tau tsim los ua kom koj lub neej yooj yim dua."

Ua kom yooj yim:

• "Peb qhov kev daws teeb meem yog tsim los txuag koj lub sijhawm thiab ua kom muaj txiaj ntsig zoo."
• "Peb cov khoom yog cov neeg siv-phooj ywg thiab tsis tas yuav muaj teeb meem nyuaj."

Nug Cov Lus Nug Qhib Kawg

Nug cov lus nug qhib yog ib qho kev sib tham muag muag uas txhawb cov neeg siv khoom kom qhia cov ntaub ntawv ntau ntxiv txog lawv cov kev xav tau, kev cia siab, thiab cov teeb meem. Nws tso cai rau tus neeg muag khoom kom nkag siab tob txog lawv cov neeg siv khoom, thiab muab cov kev daws teeb meem uas ua tau raws li lawv cov kev xav tau tshwj xeeb.

Qee qhov piv txwv ntawm cov lus nug qhib uas koj tuaj yeem siv suav nrog:

• "Koj yuav piav qhia koj qhov txiaj ntsig zoo li cas?"
• Koj pom li cas no [kev daws] haum rau koj lub hom phiaj tag nrho?
• "Koj puas tuaj yeem qhia kuv ntxiv txog koj cov kev xav tau tshwj xeeb?"

Txhawb nqa Online Platforms

Txawm hais tias nws tab tom saib xyuas lossis kaw kev sib tham nrog cov neeg siv khoom hauv online, koj yuav tsum nkag siab txog lub platform uas koj siv, nkag siab tus cwj pwm ntawm cov neeg siv khoom, thiab coj kom zoo dua ntawm nws cov yam ntxwv. Nov yog qee cov lus qhia:

• Lub sij hawm teb ceev: Cov neeg siv khoom xav tau lub sijhawm teb sai hauv kev sib tham hauv online. Yog li koj yuav tsum tau teb tam sim ntawd thiab tsis txhob ua rau cov neeg siv khoom tos.
• Siv multimedia: Muab cov xov xwm multimedia xws li cov duab, yeeb yaj kiab, thiab cov ntsiab lus sib tham sib kom ua rau kev sib tham zoo dua thiab nco tau.
• Siv cov ntawv pov thawj kev sib raug zoo: Cov ntaub ntawv pov thawj kev sib raug zoo, xws li kev tshuaj xyuas cov neeg siv khoom thiab cov lus pov thawj, tuaj yeem tsim kev ntseeg siab thiab kev ntseeg siab hauv online. Muab cov ntaub ntawv pov thawj kev sib raug zoo rau hauv kev sib tham los pab cov neeg siv khoom muaj kev ntseeg siab hauv lawv qhov kev txiav txim siab.

Ntsiab Cai 

Kev sib tham muag yog ib txoj hauv kev muaj zog uas tuaj yeem pab cov lag luam tsim kom muaj kev sib raug zoo ntawm cov neeg siv khoom thiab kaw ntau dua. Los ntawm kev tsom mus rau kev tsim cov kev sib txuas, nquag mloog cov neeg siv khoom, thiab muab cov kev daws teeb meem rau tus kheej, cov neeg muag khoom tuaj yeem tsim kom muaj txiaj ntsig zoo thiab koom nrog kev yuav khoom. 

Thiab tsis txhob hnov ​​​​qab siv AhaSlides los tsim kev sib tham sib tham los cob qhia thiab txhim kho koj pab neeg kev muag khoom! Peb pre-ua templates thiab nta yuav pab koj cov neeg tuaj saib koom thiab pab sau cov lus pom muaj txiaj ntsig hauv lub sijhawm tiag tiag zoo dua li yav dhau los!