{"id":36343,"date":"2025-11-09T18:58:34","date_gmt":"2025-11-09T18:58:34","guid":{"rendered":"https:\/\/onlineexammaker.com\/kb\/?p=36343"},"modified":"2025-12-09T02:36:42","modified_gmt":"2025-12-09T02:36:42","slug":"15-customer-service-knowledge-quiz-questions-and-answers-11","status":"publish","type":"post","link":"https:\/\/onlineexammaker.com\/kb\/vi\/15-customer-service-knowledge-quiz-questions-and-answers-11\/","title":{"rendered":"2026 | 15 c\u00e2u h\u1ecfi v\u00e0 \u0111\u00e1p \u00e1n tr\u1eafc nghi\u1ec7m ki\u1ebfn \u200b\u200bth\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"<p>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 then ch\u1ed1t trong vi\u1ec7c duy tr\u00ec v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng. Hi\u1ec3u bi\u1ebft s\u00e2u r\u1ed9ng v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n thu h\u00fat th\u00eam kh\u00e1ch h\u00e0ng m\u1edbi. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 c\u00e1c kh\u00eda c\u1ea1nh quan tr\u1ecdng c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng:<\/p>\n<p> 1. \u0110\u1ecbnh Ngh\u0129a D\u1ecbch V\u1ee5 Kh\u00e1ch H\u00e0ng<br \/>\nD\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng bao g\u1ed3m t\u1ea5t c\u1ea3 c\u00e1c ho\u1ea1t \u0111\u1ed9ng m\u00e0 m\u1ed9t doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n \u0111\u1ec3 \u0111\u00e1p \u1ee9ng v\u00e0 v\u01b0\u1ee3t qua k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m cung c\u1ea5p th\u00f4ng tin, h\u1ed7 tr\u1ee3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1, v\u00e0 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/p>\n<p> 2. T\u1ea7m Quan Tr\u1ecdng C\u1ee7a D\u1ecbch V\u1ee5 Kh\u00e1ch H\u00e0ng<br \/>\nGi\u1eef Ch\u00e2n Kh\u00e1ch H\u00e0ng: Kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 xu h\u01b0\u1edbng quay l\u1ea1i v\u00e0 ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.<br \/>\nT\u0103ng C\u01b0\u1eddng H\u00ecnh \u1ea2nh Th\u01b0\u01a1ng Hi\u1ec7u: D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t gi\u00fap x\u00e2y d\u1ef1ng h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u t\u00edch c\u1ef1c.<br \/>\nT\u0103ng Doanh S\u1ed1: Kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng th\u01b0\u1eddng mua h\u00e0ng nhi\u1ec1u h\u01a1n v\u00e0 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m cho ng\u01b0\u1eddi kh\u00e1c.<\/p>\n<p> 3. K\u1ef9 N\u0103ng C\u1ea7n Thi\u1ebft Trong D\u1ecbch V\u1ee5 Kh\u00e1ch H\u00e0ng<br \/>\nGiao Ti\u1ebfp Hi\u1ec7u Qu\u1ea3: Kh\u1ea3 n\u0103ng l\u1eafng nghe v\u00e0 ph\u1ea3n h\u1ed3i r\u00f5 r\u00e0ng l\u00e0 quan tr\u1ecdng.<br \/>\nGi\u1ea3i Quy\u1ebft V\u1ea5n \u0110\u1ec1: Nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<br \/>\nKi\u00ean Nh\u1eabn v\u00e0 Th\u1ea5u C\u1ea3m: Hi\u1ec3u v\u00e0 th\u00f4ng c\u1ea3m v\u1edbi c\u1ea3m x\u00fac v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p> 4. C\u00e1c K\u00eanh D\u1ecbch V\u1ee5 Kh\u00e1ch H\u00e0ng<br \/>\n\u0110i\u1ec7n Tho\u1ea1i: G\u1ecdi \u0111i\u1ec7n tr\u1ef1c ti\u1ebfp \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng.<br \/>\nEmail: H\u1ed7 tr\u1ee3 qua email \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u1ee9c t\u1ea1p.<br \/>\nTr\u00f2 Chuy\u1ec7n Tr\u1ef1c Tuy\u1ebfn (Live Chat): Cung c\u1ea5p h\u1ed7 tr\u1ee3 ngay l\u1eadp t\u1ee9c qua website.<br \/>\nM\u1ea1ng X\u00e3 H\u1ed9i: T\u01b0\u01a1ng t\u00e1c v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng qua c\u00e1c n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n<p> 5. Quy Tr\u00ecnh X\u1eed L\u00fd Khi\u1ebfu N\u1ea1i<br \/>\n1. Ti\u1ebfp Nh\u1eadn Khi\u1ebfu N\u1ea1i: Nghe v\u00e0 ghi nh\u1eadn v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<br \/>\n2. Ph\u00e2n T\u00edch V\u1ea5n \u0110\u1ec1: X\u00e1c \u0111\u1ecbnh nguy\u00ean nh\u00e2n g\u00e2y ra v\u1ea5n \u0111\u1ec1.<br \/>\n3. \u0110\u01b0a Ra Gi\u1ea3i Ph\u00e1p: Cung c\u1ea5p c\u00e1c gi\u1ea3i ph\u00e1p kh\u1ea3 thi cho kh\u00e1ch h\u00e0ng.<br \/>\n4. Theo D\u00f5i v\u00e0 \u0110\u1ea3m B\u1ea3o H\u00e0i L\u00f2ng: \u0110\u1ea3m b\u1ea3o v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft tri\u1ec7t \u0111\u1ec3 v\u00e0 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng.<\/p>\n<p> 6. C\u00f4ng Ngh\u1ec7 Trong D\u1ecbch V\u1ee5 Kh\u00e1ch H\u00e0ng<br \/>\nCRM (Customer Relationship Management): H\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng gi\u00fap theo d\u00f5i v\u00e0 qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<br \/>\nAI v\u00e0 Chatbot: S\u1eed d\u1ee5ng tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o v\u00e0 chatbot \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3.<\/p>\n<h3> \u0110\u1ec1 c\u01b0\u01a1ng b\u00e0i vi\u1ebft<\/h3>\n<ul class=\"article_list\">\n<li><a href=\"#a\">Ph\u1ea7n 1: T\u1ea1o m\u1ed9t b\u00e0i ki\u1ec3m tra d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng AI ngay l\u1eadp t\u1ee9c trong OnlineExmaker<\/a><\/li>\n<li><a href=\"#1\">Ph\u1ea7n 2: 15 c\u00e2u h\u1ecfi tr\u1eafc nghi\u1ec7m ki\u1ebfn \u200b\u200bth\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a><\/li>\n<li> <a href=\"#2\">Ph\u1ea7n 3: Tr\u00ecnh t\u1ea1o c\u00e2u h\u1ecfi AI c\u1ee7a OnlineExamMaker: T\u1ea1o c\u00e2u h\u1ecfi cho b\u1ea5t k\u1ef3 ch\u1ee7 \u0111\u1ec1 n\u00e0o<\/a><\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/onlineexammaker.com\/kb\/wp-content\/uploads\/2023\/07\/Customer-service-knowledge-quiz.webp\" alt=\"\" \/><\/p>\n<h3 id=\"a\">Ph\u1ea7n 1: T\u1ea1o m\u1ed9t b\u00e0i ki\u1ec3m tra d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng AI ngay l\u1eadp t\u1ee9c trong OnlineExmaker <\/h3>\n<p>Ng\u00e0y nay, ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u ng\u01b0\u1eddi t\u1ea1o ra c\u00e1c c\u00e2u \u0111\u1ed1 ki\u1ebfn \u200b\u200bth\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 AI, OnlineExmaker m\u1ed9t c\u00f4ng c\u1ee5 l\u00e0m b\u00e0i ki\u1ec3m tra d\u1ef1a tr\u00ean AI m\u1ea1nh m\u1ebd c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 n\u1ed7 l\u1ef1c. Ph\u1ea7n m\u1ec1m l\u00e0m cho n\u00f3 \u0111\u01a1n gi\u1ea3n \u0111\u1ec3 thi\u1ebft k\u1ebf v\u00e0 kh\u1edfi ch\u1ea1y c\u00e1c c\u00e2u \u0111\u1ed1, \u0111\u00e1nh gi\u00e1 v\u00e0 kh\u1ea3o s\u00e1t t\u01b0\u01a1ng t\u00e1c. V\u1edbi tr\u00ecnh ch\u1ec9nh s\u1eeda c\u00e2u h\u1ecfi, b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o nhi\u1ec1u l\u1ef1a ch\u1ecdn, k\u1ebft th\u00fac m\u1edf, k\u1ebft h\u1ee3p, gi\u1ea3i tr\u00ecnh t\u1ef1 v\u00e0 nhi\u1ec1u lo\u1ea1i c\u00e2u h\u1ecfi kh\u00e1c cho c\u00e1c b\u00e0i ki\u1ec3m tra, b\u00e0i ki\u1ec3m tra v\u00e0 ki\u1ec3m k\u00ea c\u1ee7a b\u1ea1n. B\u1ea1n \u0111\u01b0\u1ee3c ph\u00e9p t\u0103ng c\u01b0\u1eddng c\u00e1c c\u00e2u \u0111\u1ed1 v\u1edbi c\u00e1c y\u1ebfu t\u1ed1 \u0111a ph\u01b0\u01a1ng ti\u1ec7n nh\u01b0 h\u00ecnh \u1ea3nh, \u00e2m thanh v\u00e0 video \u0111\u1ec3 l\u00e0m cho ch\u00fang t\u01b0\u01a1ng t\u00e1c h\u01a1n v\u00e0 h\u1ea5p d\u1eabn tr\u1ef1c quan h\u01a1n.<\/p>\n<p><strong> C\u00e1c t\u00ednh n\u0103ng \u0111\u01b0\u1ee3c \u0111\u1ec1 xu\u1ea5t cho b\u1ea1n: <\/strong><br \/>\n\u25cf Ng\u0103n ch\u1eb7n gian l\u1eadn b\u1eb1ng c\u00e1ch ch\u1ecdn ng\u1eabu nhi\u00ean c\u00e1c c\u00e2u h\u1ecfi ho\u1eb7c thay \u0111\u1ed5i th\u1ee9 t\u1ef1 c\u00e2u h\u1ecfi, v\u00ec v\u1eady ng\u01b0\u1eddi h\u1ecdc kh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c c\u00f9ng m\u1ed9t b\u1ed9 c\u00e2u h\u1ecfi m\u1ed7i l\u1ea7n.<br \/>\n\u25cf T\u1ef1 \u0111\u1ed9ng t\u1ea1o c\u00e1c b\u00e1o c\u00e1o chi ti\u1ebft v\u1ec1 \u0111i\u1ec3m s\u1ed1 c\u00e1 nh\u00e2n, b\u00e1o c\u00e1o c\u00e2u h\u1ecfi v\u00e0 hi\u1ec7u su\u1ea5t nh\u00f3m.<br \/>\n\u25cf Ch\u1ec9 c\u1ea7n sao ch\u00e9p m\u1ed9t v\u00e0i d\u00f2ng m\u00e3 v\u00e0 th\u00eam ch\u00fang v\u00e0o m\u1ed9t trang web, b\u1ea1n c\u00f3 th\u1ec3 tr\u00ecnh b\u00e0y b\u00e0i ki\u1ec3m tra tr\u1ef1c tuy\u1ebfn c\u1ee7a m\u00ecnh trong trang web, blog ho\u1eb7c trang \u0111\u00edch c\u1ee7a b\u1ea1n.<br \/>\n\u25cf Cung c\u1ea5p ph\u00e2n t\u00edch c\u00e2u h\u1ecfi \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t v\u00e0 \u0111\u1ed9 tin c\u1eady c\u1ee7a c\u00e2u h\u1ecfi, gi\u00fap ng\u01b0\u1eddi h\u01b0\u1edbng d\u1eabn t\u1ed1i \u01b0u h\u00f3a k\u1ebf ho\u1ea1ch \u0111\u00e0o t\u1ea1o c\u1ee7a h\u1ecd.<\/p>\n<div class=\"embed_video_blog\">\n<div class=\"embed-responsive embed-responsive-16by9\" style=\"margin-bottom:16px;\">\n <iframe class=\"embed-responsive-item\" src=\"https:\/\/www.youtube.com\/embed\/bv7AAAyFOo4\"><\/iframe>\n<\/div>\n<\/div>\n<div class=\"getstarted-container\">\n<p style=\"margin-bottom: 13px;\">T\u1ea1o b\u00e0i ki\u1ec3m tra\/b\u00e0i ki\u1ec3m tra ti\u1ebfp theo c\u1ee7a b\u1ea1n v\u1edbi OnlineExamMaker<\/p>\n<div class=\"blog_double_btn clearfix\">\n<div class=\"col-sm-6  col-xs-12\">\n<div class=\"p-style-a\"><a class=\"get_started_btn\" href=\"https:\/\/onlineexammaker.com\/sign-up.html?refer=blog_btn\"> B\u1eaft \u0111\u1ea7u mi\u1ec5n ph\u00ed<\/a><\/div>\n<div class=\"p-style-b\">SAAS, mi\u1ec5n ph\u00ed m\u00e3i m\u00e3i<\/div>\n<\/div>\n<div class=\"col-sm-6  col-xs-12\">\n<div class=\"p-style-a\"><a class=\"get_started_btn\" href=\"https:\/\/onlineexammaker.com\/lan.html?refer=blog_btn\">On-Premise: T\u1ea3i xu\u1ed1ng<\/a><\/div>\n<div class=\"p-style-b\">Quy\u1ec1n s\u1edf h\u1eefu d\u1eef li\u1ec7u 100%<\/div>\n<\/div>\n<\/div>\n<\/div>\n<h3 id=\"1\"> Ph\u1ea7n 2: 15 c\u00e2u h\u1ecfi tr\u1eafc nghi\u1ec7m ki\u1ebfn \u200b\u200bth\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/h3>\n<p><button type=\"button\" id=\"copyquestionsBtn\" onClick=\"myFunction()\">Sao ch\u00e9p c\u00e2u h\u1ecfi \u0111\u1ed1<\/button><\/p>\n<div id=\"copy_questions\">\n<p> C\u00e2u h\u1ecfi 1:<br \/>\nD\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng bao g\u1ed3m nh\u1eefng ho\u1ea1t \u0111\u1ed9ng n\u00e0o sau \u0111\u00e2y?<br \/>\nA. Ti\u1ebfp nh\u1eadn v\u00e0 gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i<br \/>\nB. T\u1ea1o s\u1ea3n ph\u1ea9m m\u1edbi<br \/>\nC. Qu\u1ea3ng c\u00e1o s\u1ea3n ph\u1ea9m<br \/>\nD. X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c kinh doanh<\/p>\n<p>\u0110\u00e1p \u00e1n: A. Ti\u1ebfp nh\u1eadn v\u00e0 gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i<\/p>\n<p> C\u00e2u h\u1ecfi 2:<br \/>\nK\u1ef9 n\u0103ng n\u00e0o l\u00e0 quan tr\u1ecdng nh\u1ea5t trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<br \/>\nA. K\u1ef9 n\u0103ng l\u1eadp tr\u00ecnh<br \/>\nB. K\u1ef9 n\u0103ng giao ti\u1ebfp<br \/>\nC. K\u1ef9 n\u0103ng b\u00e1n h\u00e0ng<br \/>\nD. K\u1ef9 n\u0103ng thi\u1ebft k\u1ebf \u0111\u1ed3 h\u1ecda<\/p>\n<p>\u0110\u00e1p \u00e1n: B. K\u1ef9 n\u0103ng giao ti\u1ebfp<\/p>\n<p> C\u00e2u h\u1ecfi 3:<br \/>\nM\u1ed9t trong nh\u1eefng l\u1ee3i \u00edch ch\u00ednh c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t l\u00e0 g\u00ec?<br \/>\nA. Gi\u1ea3m chi ph\u00ed s\u1ea3n xu\u1ea5t<br \/>\nB. T\u0103ng s\u1ed1 l\u01b0\u1ee3ng nh\u00e2n vi\u00ean<br \/>\nC. Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<br \/>\nD. T\u0103ng thu\u1ebf doanh nghi\u1ec7p<\/p>\n<p>\u0110\u00e1p \u00e1n: C. Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/p>\n<p> C\u00e2u h\u1ecfi 4:<br \/>\nK\u00eanh n\u00e0o d\u01b0\u1edbi \u0111\u00e2y kh\u00f4ng ph\u1ea3i l\u00e0 k\u00eanh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<br \/>\nA. \u0110i\u1ec7n tho\u1ea1i<br \/>\nB. Email<br \/>\nC. Tr\u00f2 chuy\u1ec7n tr\u1ef1c tuy\u1ebfn<br \/>\nD. B\u00e1o in<\/p>\n<p>\u0110\u00e1p \u00e1n: D. B\u00e1o in<\/p>\n<p> C\u00e2u h\u1ecfi 5:<br \/>\n\u0110i\u1ec1u g\u00ec c\u1ea7n thi\u1ebft \u0111\u1ec3 gi\u1ea3i quy\u1ebft hi\u1ec7u qu\u1ea3 c\u00e1c khi\u1ebfu n\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng?<br \/>\nA. S\u1ef1 ki\u00ean nh\u1eabn v\u00e0 th\u1ea5u c\u1ea3m<br \/>\nB. S\u1ef1 t\u1ee9c gi\u1eadn v\u00e0 ph\u1eabn n\u1ed9<br \/>\nC. S\u1ef1 th\u1edd \u01a1 v\u00e0 l\u1ea1nh l\u00f9ng<br \/>\nD. S\u1ef1 thi\u1ebfu hi\u1ec3u bi\u1ebft<\/p>\n<p>\u0110\u00e1p \u00e1n: A. S\u1ef1 ki\u00ean nh\u1eabn v\u00e0 th\u1ea5u c\u1ea3m<\/p>\n<p> C\u00e2u h\u1ecfi 6:<br \/>\nCRM l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a g\u00ec?<br \/>\nA. Customer Relationship Management<br \/>\nB. Customer Retention Method<br \/>\nC. Customer Revenue Maximization<br \/>\nD. Customer Request Manual<\/p>\n<p>\u0110\u00e1p \u00e1n: A. Customer Relationship Management<\/p>\n<p> C\u00e2u h\u1ecfi 7:<br \/>\nC\u00f4ng c\u1ee5 n\u00e0o sau \u0111\u00e2y c\u00f3 th\u1ec3 gi\u00fap t\u0103ng c\u01b0\u1eddng hi\u1ec7u qu\u1ea3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<br \/>\nA. CRM<br \/>\nB. Photoshop<br \/>\nC. Microsoft Excel<br \/>\nD. Google Maps<\/p>\n<p>\u0110\u00e1p \u00e1n: A. CRM<\/p>\n<p> C\u00e2u h\u1ecfi 8:<br \/>\nAI v\u00e0 chatbot \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u00e0m g\u00ec?<br \/>\nA. T\u1ef1 \u0111\u1ed9ng h\u00f3a qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<br \/>\nB. T\u0103ng gi\u00e1 s\u1ea3n ph\u1ea9m<br \/>\nC. Thi\u1ebft k\u1ebf logo<br \/>\nD. Qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1<\/p>\n<p>\u0110\u00e1p \u00e1n: A. T\u1ef1 \u0111\u1ed9ng h\u00f3a qu\u00e1 tr\u00ecnh h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/p>\n<p> C\u00e2u h\u1ecfi 9:<br \/>\nB\u01b0\u1edbc \u0111\u1ea7u ti\u00ean trong quy tr\u00ecnh x\u1eed l\u00fd khi\u1ebfu n\u1ea1i l\u00e0 g\u00ec?<br \/>\nA. \u0110\u01b0a ra gi\u1ea3i ph\u00e1p<br \/>\nB. Theo d\u00f5i v\u00e0 \u0111\u1ea3m b\u1ea3o h\u00e0i l\u00f2ng<br \/>\nC. Ti\u1ebfp nh\u1eadn khi\u1ebfu n\u1ea1i<br \/>\nD. Ph\u00e2n t\u00edch v\u1ea5n \u0111\u1ec1<\/p>\n<p>\u0110\u00e1p \u00e1n: C. Ti\u1ebfp nh\u1eadn khi\u1ebfu n\u1ea1i<\/p>\n<p> C\u00e2u h\u1ecfi 10:<br \/>\nPh\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 gi\u00fap g\u00ec cho doanh nghi\u1ec7p?<br \/>\nA. T\u0103ng l\u01b0\u01a1ng nh\u00e2n vi\u00ean<br \/>\nB. C\u1ea3i thi\u1ec7n quy tr\u00ecnh v\u00e0 d\u1ecbch v\u1ee5<br \/>\nC. Gi\u1ea3m th\u1eddi gian l\u00e0m vi\u1ec7c<br \/>\nD. T\u0103ng s\u1ed1 l\u01b0\u1ee3ng ngh\u1ec9 ph\u00e9p<\/p>\n<p>\u0110\u00e1p \u00e1n: B. C\u1ea3i thi\u1ec7n quy tr\u00ecnh v\u00e0 d\u1ecbch v\u1ee5<\/p>\n<p> C\u00e2u h\u1ecfi 11:<br \/>\nThu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n qua c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n n\u00e0o?<br \/>\nA. Kh\u1ea3o s\u00e1t<br \/>\nB. Cu\u1ed9c h\u1ecdp n\u1ed9i b\u1ed9<br \/>\nC. H\u1ee3p \u0111\u1ed3ng lao \u0111\u1ed9ng<br \/>\nD. S\u1ed5 k\u1ebf to\u00e1n<\/p>\n<p>\u0110\u00e1p \u00e1n: A. Kh\u1ea3o s\u00e1t<\/p>\n<p> C\u00e2u h\u1ecfi 12:<br \/>\nM\u1ed9t kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 xu h\u01b0\u1edbng l\u00e0m g\u00ec?<br \/>\nA. Ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m<br \/>\nB. Chuy\u1ec3n sang nh\u00e0 cung c\u1ea5p kh\u00e1c<br \/>\nC. Mua h\u00e0ng nhi\u1ec1u h\u01a1n v\u00e0 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m cho ng\u01b0\u1eddi kh\u00e1c<br \/>\nD. Ph\u1ea3n \u0111\u1ed1i s\u1ea3n ph\u1ea9m tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i<\/p>\n<p>\u0110\u00e1p \u00e1n: C. Mua h\u00e0ng nhi\u1ec1u h\u01a1n v\u00e0 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m cho ng\u01b0\u1eddi kh\u00e1c<\/p>\n<p> C\u00e2u h\u1ecfi 13:<br \/>\nY\u1ebfu t\u1ed1 n\u00e0o sau \u0111\u00e2y kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<br \/>\nA. H\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt<br \/>\nB. \u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean<br \/>\nC. Gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i<br \/>\nD. Qu\u1ea3n l\u00fd kho h\u00e0ng<\/p>\n<p>\u0110\u00e1p \u00e1n: D. Qu\u1ea3n l\u00fd kho h\u00e0ng<\/p>\n<p> C\u00e2u h\u1ecfi 14:<br \/>\nPh\u00e2n t\u00edch ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng gi\u00fap x\u00e1c \u0111\u1ecbnh \u0111i\u1ec1u g\u00ec?<br \/>\nA. \u0110i\u1ec3m m\u1ea1nh v\u00e0 y\u1ebfu c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<br \/>\nB. S\u1ed1 l\u01b0\u1ee3ng nh\u00e2n vi\u00ean c\u1ea7n tuy\u1ec3n d\u1ee5ng<br \/>\nC. Gi\u00e1 tr\u1ecb c\u1ed5 phi\u1ebfu c\u00f4ng ty<br \/>\nD. Kh\u1ea3 n\u0103ng s\u1ea3n xu\u1ea5t c\u1ee7a nh\u00e0 m\u00e1y<\/p>\n<p>\u0110\u00e1p \u00e1n: A. \u0110i\u1ec3m m\u1ea1nh v\u00e0 y\u1ebfu c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n<p> C\u00e2u h\u1ecfi 15:<br \/>\n\u0110i\u1ec1u g\u00ec kh\u00f4ng thu\u1ed9c v\u1ec1 c\u00f4ng vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng?<br \/>\nA. Ghi nh\u1eadn th\u00f4ng tin kh\u00e1ch h\u00e0ng<br \/>\nB. Thi\u1ebft k\u1ebf s\u1ea3n ph\u1ea9m m\u1edbi<br \/>\nC. Gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng<br \/>\nD. H\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt<\/p>\n<p>\u0110\u00e1p \u00e1n: B. Thi\u1ebft k\u1ebf s\u1ea3n ph\u1ea9m m\u1edbi<\/p>\n<\/div>\n<p><button type=\"button\" id=\"copyquestionsBtn\" onClick=\"myFunction()\">Sao ch\u00e9p c\u00e2u h\u1ecfi \u0111\u1ed1<\/button><\/p>\n<h3 id=\"2\">Ph\u1ea7n 3: Tr\u00ecnh t\u1ea1o c\u00e2u h\u1ecfi AI c\u1ee7a OnlineExamMaker: T\u1ea1o c\u00e2u h\u1ecfi cho b\u1ea5t k\u1ef3 ch\u1ee7 \u0111\u1ec1 n\u00e0o<\/h3>\n<div class=\"embed_video_blog\">\n<div class=\"embed-responsive embed-responsive-16by9\" style=\"margin-bottom:16px;\">\n <iframe class=\"embed-responsive-item\" src=\"https:\/\/www.youtube.com\/embed\/zlqho9igH2Y\"><\/iframe>\n<\/div>\n<\/div>\n<div class=\"getstarted-container\">\n<p style=\"margin-bottom: 13px;\">T\u1ef1 \u0111\u1ed9ng t\u1ea1o c\u00e2u h\u1ecfi b\u1eb1ng AI<\/p>\n<div class=\"blog_double_btn clearfix\">\n<div class=\"col-sm-6  col-xs-12\">\n<div class=\"p-style-a\"><a class=\"get_started_btn\" href=\"https:\/\/onlineexammaker.com\/features\/ai-question-generator.html?refer=download_questions\" target=\"_blank\" rel=\"noopener\">Tr\u00ecnh t\u1ea1o c\u00e2u h\u1ecfi AI<\/a><\/div>\n<div class=\"p-style-b\">T\u1ea1o c\u00e2u h\u1ecfi cho b\u1ea5t k\u1ef3 ch\u1ee7 \u0111\u1ec1 n\u00e0o<\/div>\n<\/div>\n<div class=\"col-sm-6  col-xs-12\">\n<div class=\"p-style-a\"><a class=\"get_started_btn\" href=\"https:\/\/onlineexammaker.com\/sign-up.html?refer=blog_btn\"> T\u1ea1o m\u1ed9t c\u00e2u \u0111\u1ed1<\/a><\/div>\n<div class=\"p-style-b\">Mi\u1ec5n ph\u00ed 100% m\u00e3i m\u00e3i<\/div>\n<\/div>\n<\/div>\n<\/div>\n<p><script src=\"https:\/\/unpkg.com\/@popperjs\/core@2\"><\/script><br \/>\n<script src=\"https:\/\/unpkg.com\/tippy.js@6\"><\/script><\/p>\n<p><script type=\"text\/javascript\">\nfunction myFunction() {\nvar copyText = document.getElementById(\"copy_questions\");\n\/\/ Copy the text inside the text field\nconsole.log(copyText.innerText)\nnavigator.clipboard.writeText(copyText.innerText);\n}\nvar copy1, copy2;\n        tippy('#copyquestionsBtn', {\n        'content': \"Copy questions to clipboard\",\n       trigger: 'mouseenter',\n       'onCreate':function(instance){\n              copy1 = instance;\n       },\n       'onTrigger' : function(instance, event) {\n              copy2.hide();\n       }\n       });\n       tippy('#copyquestionsBtn', {\n       'content': \"Copied successfully\",\n       trigger: 'click',\n       'onCreate':function(instance){\n              copy2 = instance;\n       },\n       'onTrigger' : function(instance, event) {\n              copy1.hide();\n       }\n       });\n<\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 then ch\u1ed1t trong vi\u1ec7c duy tr\u00ec v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng. Hi\u1ec3u bi\u1ebft s\u00e2u r\u1ed9ng v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n thu h\u00fat th\u00eam kh\u00e1ch h\u00e0ng m\u1edbi. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":10839,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6049],"tags":[],"class_list":["post-36343","post","type-post","status-publish","format-standard","hentry","category-questions-answers-vi"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>2026 | 15 c\u00e2u h\u1ecfi v\u00e0 \u0111\u00e1p \u00e1n tr\u1eafc nghi\u1ec7m ki\u1ebfn \u200b\u200bth\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng - OnlineExamMaker Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/onlineexammaker.com\/kb\/vi\/15-customer-service-knowledge-quiz-questions-and-answers-11\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"2026 | 15 c\u00e2u h\u1ecfi v\u00e0 \u0111\u00e1p \u00e1n tr\u1eafc nghi\u1ec7m ki\u1ebfn \u200b\u200bth\u1ee9c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng - OnlineExamMaker Blog\" \/>\n<meta property=\"og:description\" content=\"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 then ch\u1ed1t trong vi\u1ec7c duy tr\u00ec v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng. 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