{"id":4691,"date":"2026-06-10T16:49:19","date_gmt":"2026-06-10T07:49:19","guid":{"rendered":"https:\/\/en.vietcafe-learning.com\/material\/?p=4691"},"modified":"2026-06-10T16:49:19","modified_gmt":"2026-06-10T07:49:19","slug":"business32","status":"publish","type":"post","link":"https:\/\/en.vietcafe-learning.com\/material\/business32\/","title":{"rendered":"Business 32: Customer Experience Improvement Plan \/ K\u1ebf ho\u1ea1ch n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

Conversation Example:<\/strong><\/span><\/h2>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Business Dept.
\nTuan<\/td>\n		Ch\u00e0o anh Peterson v\u00e0 m\u1ecdi ng\u01b0\u1eddi. V\u00ec m\u1ecdi ng\u01b0\u1eddi \u0111\u00e3 c\u00f3 m\u1eb7t \u0111\u1ea7y \u0111\u1ee7, t\u00f4i xin ph\u00e9p b\u1eaft \u0111\u1ea7u cu\u1ed9c h\u1ecdp.<\/span>
\nHello Mr. Peterson and everyone. Since everyone is here, I would like to start the meeting.
\nH\u00f4m nay, ch\u00fang ta s\u1ebd th\u1ea3o lu\u1eadn v\u1ec1 k\u1ebf ho\u1ea1ch n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/span>
\nToday, we will discuss the plan to improve customer experience (CX).
\nT\u00f4i r\u1ea5t mong nh\u1eadn \u0111\u01b0\u1ee3c \u00fd ki\u1ebfn \u0111\u00f3ng g\u00f3p t\u1eeb anh Peterson v\u00e0 c\u00e1c anh ch\u1ecb.<\/span>
\nI look forward to receiving input from Mr. Peterson and all of you.<\/td>\n<\/tr>\n
President Peterson<\/td>\nCh\u00e0o m\u1ecdi ng\u01b0\u1eddi. Anh Tu\u1ea5n c\u1ee9 tr\u00ecnh b\u00e0y k\u1ebf ho\u1ea1ch tr\u01b0\u1edbc nh\u00e9. M\u1ecdi ng\u01b0\u1eddi c\u00f9ng l\u1eafng nghe v\u00e0 chia s\u1ebb \u00fd ki\u1ebfn.<\/span>
\nHello everyone. Tuan, please present the plan first. Let’s all listen and share our ideas.<\/td>\n<\/tr>\n
Business Dept.
\nTuan<\/td>\n		Tr\u01b0\u1edbc ti\u00ean, ch\u00fang ta c\u1ea7n c\u1ea3i thi\u1ec7n c\u00e1c k\u00eanh giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng.<\/span>
\nFirst, we need to improve our communication channels with customers.
\nHi\u1ec7n t\u1ea1i, c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng h\u1ecd g\u1eb7p kh\u00f3 kh\u0103n khi li\u00ean h\u1ec7 v\u1edbi b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3.<\/span>
\nCurrently, many customers say they have difficulty contacting the support department.
\nV\u00ec v\u1eady, t\u00f4i \u0111\u1ec1 xu\u1ea5t n\u00e2ng c\u1ea5p h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i v\u00e0 chatbot \u0111\u1ec3 ph\u1ea3n h\u1ed3i nhanh h\u01a1n, ch\u00ednh x\u00e1c h\u01a1n.<\/span>
\nTherefore, I propose upgrading the call center system and chatbots to respond faster and more accurately.
\nNgo\u00e0i ra, c\u1ea7n \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 ki\u1ebfn th\u1ee9c s\u1ea3n ph\u1ea9m v\u00e0 k\u1ef9 n\u0103ng giao ti\u1ebfp.<\/span>
\nIn addition, we need to train staff on product knowledge and communication skills.<\/td>\n<\/tr>\n
Marketing Dept.
\nHien<\/td>\n		Em \u0111\u1ed3ng \u00fd v\u1edbi anh Tu\u1ea5n. N\u1ebfu giao ti\u1ebfp t\u1ed1t, kh\u00e1ch h\u00e0ng s\u1ebd h\u00e0i l\u00f2ng h\u01a1n v\u00e0 hi\u1ec3u r\u00f5 d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh h\u01a1n.<\/span>
\nI agree with Tuan. If communication is good, customers will be more satisfied and understand our services better.
\nVi\u1ec7c n\u00e0y c\u0169ng gi\u00fap x\u00e2y d\u1ef1ng h\u00ecnh \u1ea3nh chuy\u00ean nghi\u1ec7p v\u00e0 th\u00e2n thi\u1ec7n cho c\u00f4ng ty.<\/span>
\nThis also helps build a professional and friendly image for the company.<\/td>\n<\/tr>\n
President Peterson<\/td>\n\u00dd t\u01b0\u1edfng r\u1ea5t t\u1ed1t. \u1ede Vi\u1ec7t Nam, m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u01b0\u1ee3c d\u00f9ng r\u1ea5t nhi\u1ec1u. Ch\u00fang ta c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 qu\u1ea3ng b\u00e1 h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u.<\/span>
\nGreat idea. Social media is used extensively here. We can leverage social media to promote our brand image.
\nNh\u01b0ng l\u00e0m sao \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 t\u1eeb c\u00e1c ho\u1ea1t \u0111\u1ed9ng \u0111\u00f3?<\/span>
\nBut how do we measure the effectiveness of those activities?<\/td>\n<\/tr>\n
Marketing Dept.
\nHien<\/td>\n		Hi\u1ec7n nay c\u00f3 nhi\u1ec1u c\u00f4ng c\u1ee5 s\u1eed d\u1ee5ng AI \u0111\u1ec3 ph\u00e2n t\u00edch d\u1eef li\u1ec7u t\u1eeb m\u1ea1ng x\u00e3 h\u1ed9i. Ch\u00fang ta c\u00f3 th\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c nh\u01b0 th\u1ebf n\u00e0o, th\u00edch \u0111i\u1ec1u g\u00ec, kh\u00f4ng th\u00edch \u0111i\u1ec1u g\u00ec.<\/span>
\nNowadays, there are many AI tools to analyze data from social media. We can see how customers interact, what they like, and what they don’t like.
\nEm c\u0169ng \u0111\u1ec1 xu\u1ea5t t\u1ed5 ch\u1ee9c c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i nh\u1ecf ho\u1eb7c mini-game \u0111\u1ec3 thu h\u00fat th\u00eam ng\u01b0\u1eddi theo d\u00f5i.<\/span>
\nI also suggest organizing small promotions or mini-games to attract more followers.<\/td>\n<\/tr>\n
Business Dept.
\nTuan<\/td>\n		C\u1ea3m \u01a1n anh Peterson v\u00e0 Hi\u1ec1n. Nh\u1eefng \u00fd ki\u1ebfn r\u1ea5t h\u1eefu \u00edch.<\/span>
\nThank you, Mr. Peterson and Hien. Those are very useful opinions.<\/td>\n<\/tr>\n
Marketing Dept.
\nMinh<\/td>\n		Em \u0111\u1ed3ng \u00fd vi\u1ec7c n\u00e2ng c\u1ea5p t\u1ed5ng \u0111\u00e0i v\u00e0 chatbot.<\/span>
\nI agree with upgrading the call center and chatbot.
\nB\u00ean c\u1ea1nh \u0111\u00f3, em \u0111\u1ec1 xu\u1ea5t th\u00eam t\u00ednh n\u0103ng t\u1ef1 \u0111\u1ed9ng g\u1eedi th\u00f4ng b\u00e1o sau khi v\u1ea5n \u0111\u1ec1 \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft.<\/span>
\nBesides that, I suggest adding a feature to automatically send notifications after an issue has been resolved.
\nNh\u01b0 v\u1eady kh\u00e1ch h\u00e0ng s\u1ebd th\u1ea5y ch\u00fang ta quan t\u00e2m v\u00e0 theo d\u00f5i \u0111\u1ebfn c\u00f9ng.<\/span>
\nThis way, customers will see that we care and follow through to the end.<\/td>\n<\/tr>\n
Business Dept.
\nTuan<\/td>\n		C\u1ea3m \u01a1n Minh. \u0110\u00e2y l\u00e0 m\u1ed9t \u0111\u1ec1 xu\u1ea5t r\u1ea5t thi\u1ebft th\u1ef1c.<\/span>
\nThanks, Minh. That is a very practical proposal.
\nT\u00ednh n\u0103ng \u0111\u00f3 c\u0169ng s\u1ebd gi\u00fap ch\u00fang ta thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0 ti\u1ebfp t\u1ee5c c\u1ea3i ti\u1ebfn d\u1ecbch v\u1ee5.<\/span>
\nThat feature will also help us collect feedback and continue to improve our services.<\/td>\n<\/tr>\n
President Peterson<\/td>\nR\u1ea5t t\u1ed1t. Duy tr\u00ec li\u00ean l\u1ea1c v\u1edbi kh\u00e1ch h\u00e0ng sau khi h\u1ed7 tr\u1ee3 xong l\u00e0 r\u1ea5t quan tr\u1ecdng.<\/span>
\nVery good. Maintaining contact with customers after support is crucial.
\nAnh Tu\u1ea5n h\u00e3y b\u1ed5 sung c\u00e1c n\u1ed9i dung n\u00e0y v\u00e0o k\u1ebf ho\u1ea1ch chi ti\u1ebft v\u00e0 theo d\u00f5i ti\u1ebfn \u0111\u1ed9.<\/span>
\nTuan, please add these points to the detailed plan and track the progress.
\nBu\u1ed5i h\u1ecdp ti\u1ebfp theo, ch\u00fang ta s\u1ebd \u0111\u00e1nh gi\u00e1 l\u1ea1i k\u1ebft qu\u1ea3.<\/span>
\nIn the next meeting, we will re-evaluate the results.<\/td>\n<\/tr>\n
Business Dept.
\nTuan<\/td>\n		V\u00e2ng, th\u01b0a anh. N\u1ebfu kh\u00f4ng c\u00f2n \u00fd ki\u1ebfn n\u00e0o kh\u00e1c, bu\u1ed5i h\u1ecdp xin k\u1ebft th\u00fac t\u1ea1i \u0111\u00e2y. C\u1ea3m \u01a1n m\u1ecdi ng\u01b0\u1eddi \u0111\u00e3 tham gia.<\/span>
\nYes, sir. If there are no other opinions, let’s end the meeting here. Thank you everyone for attending.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

VOCCABULARY:<\/strong><\/span><\/h2>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
#<\/th>\nVietnamese<\/th>\nMeanings<\/th>\n<\/tr>\n
1<\/td>\ntr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/td>\ncustomer experience (CX)<\/td>\n<\/tr>\n
2<\/td>\nt\u1ed5ng \u0111\u00e0i<\/td>\ncall center \/ hotline<\/td>\n<\/tr>\n
3<\/td>\nh\u1ec7 th\u1ed1ng<\/td>\nsystem<\/td>\n<\/tr>\n
4<\/td>\n\u0111\u00e0o t\u1ea1o<\/td>\ntraining<\/td>\n<\/tr>\n
5<\/td>\nph\u1ea3n h\u1ed3i<\/td>\nfeedback \/ response<\/td>\n<\/tr>\n
6<\/td>\nc\u00f4ng c\u1ee5 AI<\/td>\nAI tool<\/td>\n<\/tr>\n
7<\/td>\n\u0111\u00e1nh gi\u00e1 l\u1ea1i<\/td>\nre-evaluate \/ review<\/td>\n<\/tr>\n
8<\/td>\ntheo d\u00f5i ti\u1ebfn \u0111\u1ed9<\/td>\ntrack progress<\/td>\n<\/tr>\n
9<\/td>\nchuy\u00ean nghi\u1ec7p<\/td>\nprofessional<\/td>\n<\/tr>\n
10<\/td>\nc\u1ea3i ti\u1ebfn d\u1ecbch v\u1ee5<\/td>\nimprove service<\/td>\n<\/tr>\n
11<\/td>\nthi\u1ebft th\u1ef1c<\/td>\npractical<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n
\n