{"id":1614,"date":"2022-04-28T19:00:00","date_gmt":"2022-04-28T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1614"},"modified":"2022-04-27T11:38:13","modified_gmt":"2022-04-27T08:38:13","slug":"musteri-temsilcilerinin-dikkat-etmesi-gereken-6-durum","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-temsilcilerinin-dikkat-etmesi-gereken-6-durum\/","title":{"rendered":"M\u00fc\u015fteri Temsilcilerinin Dikkat Etmesi Gereken 6 Durum"},"content":{"rendered":"\n

Kusursuz bir m\u00fc\u015fteri deneyimini \u00f6ncelikleyen \u015firketlerde m\u00fc\u015fteri temsilcilerine b\u00fcy\u00fck sorumluluk d\u00fc\u015fer. M\u00fc\u015fteri temsilcileri \u015firketlerin m\u00fc\u015fterileri ile olan etkile\u015fimlerinde \u00f6nemli temas noktalar\u0131ndan biridir. Peki, m\u00fc\u015fteri temsilcilerinin servis s\u00fcre\u00e7lerinde nelere dikkat etmeleri gerekir?<\/p>\n\n\n\n

1) \u00d6nceli\u011fi M\u00fc\u015fteri Deneyimine Verin<\/strong><\/h2>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

M\u00fc\u015fteriler, sorunlar\u0131na an\u0131nda \u00e7\u00f6z\u00fcm bulman\u0131n yan\u0131nda bu \u00e7\u00f6z\u00fcm s\u00fcrecinde ya\u015fad\u0131klar\u0131 deneyime de \u00f6nem verirler. Kibar ve anlay\u0131\u015fl\u0131 bir m\u00fc\u015fteri temsilcisi taraf\u0131ndan verilen ki\u015fiselle\u015ftirilmi\u015f bir hizmet bu deneyimi kusursuz hale getirebilir. Bu noktada m\u00fc\u015fteri temsilcilerinin \u015firketin vizyon, misyon ve marka duru\u015funu yans\u0131tmas\u0131 gerekti\u011fi unutulmamal\u0131d\u0131r. <\/p>\n\n\n\n

Baz\u0131 durumlarda m\u00fc\u015fteriler bu durumu ba\u015fka bir boyuta ta\u015f\u0131yarak m\u00fc\u015fteri temsilcilerini \u015firketin bir uzant\u0131s\u0131 olarak g\u00f6r\u00fcr ve mutsuz olduklar\u0131 durumlarda y\u0131prat\u0131c\u0131 a\u00e7\u0131klamalar yapabilir. B\u00f6yle durumlarda m\u00fc\u015fterilerin bu tepkisini ki\u015fisel bir sald\u0131r\u0131 olarak alg\u0131lamak ve buna kar\u015f\u0131l\u0131k vermek yerine sorununu anlamaya ve olumlu bir etkile\u015fim yaratmaya odaklanmal\u0131s\u0131n\u0131z.<\/p>\n\n\n\n

2) Ki\u015fiselle\u015ftirmenin G\u00fcc\u00fcnden Yararlan\u0131n<\/strong><\/h2>\n\n\n\n

Ki\u015fisel bir dokunu\u015f, potansiyel m\u00fc\u015fterilerinize \u00f6ncelikli olduklar\u0131n\u0131 bildirmenin en iyi yoludur. Ayn\u0131 zamanda profesyonel ve samimi olmak imkans\u0131z de\u011fildir. Bu iki terim birbirini tamamen d\u0131\u015flamaz. Bir m\u00fc\u015fteriyle konu\u015ftu\u011funuzda ad\u0131n\u0131 hat\u0131rlay\u0131n ve konu\u015fma boyunca kullan\u0131n. Dinledi\u011finizi g\u00f6stermek i\u00e7in daha \u00f6nce s\u00f6yledikleri bir \u015feyden bahsedin. M\u00fc\u015fterileriniz bu ki\u015fiselle\u015ftirmeyi takdir edecek ve muhtemelen \u015firketiniz hakk\u0131nda \u00f6vg\u00fclerde bulunacakt\u0131r.<\/p>\n\n\n\n

3) Servis S\u00fcre\u00e7lerini Yap\u0131c\u0131 Bir Tutum ile Y\u00f6netin<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri<\/a> temsilcilerinin servis s\u00fcre\u00e7lerinde dikkat etmeleri gereken \u00f6nemli durumlardan bir de do\u011fru beklenti y\u00f6netimidir. Temelinde her \u015fey nas\u0131l s\u00f6yledi\u011fiyle ilgilidir. K\u00f6t\u00fc bir haber veriyor olsan\u0131z bile bunu t\u00fcketiciler i\u00e7in daha yap\u0131c\u0131 \u015fekilde belirtmenin bir yolu var. Bu noktada sa\u011fduyulu, profesyonel ve yap\u0131c\u0131 bir tutum tak\u0131nmak \u00e7ok \u00f6nemlidir. <\/p>\n\n\n\n

\u00d6rne\u011fin; bir m\u00fc\u015fterinin stokta olmayan bir \u00fcr\u00fcn arad\u0131\u011f\u0131n\u0131 d\u00fc\u015f\u00fcn\u00fcn. M\u00fc\u015fteriler bazen bir ma\u011fazan\u0131n ihtiya\u00e7 duyduklar\u0131 \u015feye sahip olmad\u0131\u011f\u0131n\u0131 \u00f6\u011frendiklerinde \u00f6fkelenebilirler. \u201c\u015eu anda o \u00fcr\u00fcn\u00fcm\u00fcz stokta yok\u201d demek yerine, m\u00fc\u015fterilere \u00fcretken bir \u00e7\u00f6z\u00fcm sunun. \u201cStoklar\u0131m\u0131z gelecek hafta yenilenecek, \u00fcr\u00fcnler geldi\u011finde sizinle ileti\u015fim kurman\u0131n en iyi yolu nedir?\u201d gibi yap\u0131c\u0131 bir ifadeyle s\u00fcreci etkili bir \u015fekilde y\u00f6netebilirsiniz.<\/p>\n\n\n\n

4) Kullan\u0131c\u0131 Dostu \u015eablonlar Kullan\u0131n<\/strong><\/h2>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

Verilen hizmetler sonucunda m\u00fc\u015fterilerden geri bildirim alabilmek m\u00fc\u015fteri temsilcileri hem kendilerini hem de hizmet s\u00fcre\u00e7lerinin geli\u015ftirebilmeleri i\u00e7in olduk\u00e7a \u00f6nemlidir. Ancak kullan\u0131lan geri bildirim \u015fablonlar\u0131 fazla kar\u0131\u015f\u0131k oldu\u011funda ya da bir portala giri\u015f yapmay\u0131 gerektirdi\u011finde m\u00fc\u015fterilerden gerekli geri bildirimler almak \u00e7ok da kolay olmayabilir. B\u00f6yle durumlarda m\u00fc\u015fterilere anket ba\u011flant\u0131s\u0131 i\u00e7eren e-postalar g\u00f6ndermek, s\u00fcre\u00e7leri kolayla\u015ft\u0131rarak geri bildirim verilme olas\u0131l\u0131\u011f\u0131n\u0131 art\u0131racakt\u0131r.<\/p>\n\n\n\n

5) Do\u011fru KPI\u2019lar\u0131 Do\u011fru \u015eekilde Kullan\u0131n<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri temsilcilerinin \u00f6zen g\u00f6stermesi gereken noktalardan biri de kulland\u0131klar\u0131 KPI\u2019lard\u0131r. S\u00fcre\u00e7teki performanslar\u0131n\u0131 en iyi \u015fekilde analiz etmek ve bunlar\u0131 geli\u015ftirebilmek i\u00e7in do\u011fru KPI\u2019lar\u0131 <\/a>belirlemeleri olduk\u00e7a \u00f6nemlidir. Bunun yan\u0131nda kullan\u0131lan KPI\u2019lar\u0131n a\u00e7\u0131k \u015fekilde belirtilmesi gerekir. \u00d6rne\u011fin; KPI\u2019lar tan\u0131mlan\u0131rken \u201c\u00c7a\u011fr\u0131lar\u0131 m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede yan\u0131tl\u0131yoruz” veya “E-postalar al\u0131nma s\u00fcresine g\u00f6re cevaplan\u0131r\u201d gibi ifadeler yerine “Aramalar 20 saniye i\u00e7inde yan\u0131tlan\u0131r” ve “E-postalar al\u0131nd\u0131ktan sonra 2 saat i\u00e7inde i\u015flenir” gibi a\u00e7\u0131k, anla\u015f\u0131labilir ve \u00f6l\u00e7\u00fclebilir ifadeler kullan\u0131lmal\u0131d\u0131r.<\/p>\n\n\n\n

6) Otomasyonlardan Yararlan\u0131n<\/strong><\/h2>\n\n\n\n
\"M\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

\u00c7ok s\u0131k ya\u015fanan sorunlar i\u00e7in her defas\u0131nda ayn\u0131 s\u00fcre\u00e7leri tekrarlamak yerine m\u00fc\u015fteri hizmetleri s\u00fcre\u00e7lerinde otomasyonlardan yararlanabilirsiniz. \u00c7a\u011fr\u0131 merkezlerinde kullan\u0131lacak chatbotlar<\/a> sayesinde m\u00fc\u015fteriler \u00e7\u00f6z\u00fcmlere h\u0131zl\u0131ca ula\u015f\u0131rken, m\u00fc\u015fteri temsilcileri de zamandan tasarruf ederek bu zaman\u0131 daha etkili \u00e7\u00f6z\u00fcmler \u00fcretmek i\u00e7in kullanabilir.<\/p>\n\n\n\n

M\u00fc\u015fteri Hizmetlerinin Kolay Adresi: Infoset<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteri temsilcilerinin m\u00fc\u015fterilerin memnuniyetini sa\u011flayabilmeleri i\u00e7in dikkat etmeleri gereken bir\u00e7ok farkl\u0131 nokta vard\u0131r. Infoset\u2019in sa\u011flad\u0131\u011f\u0131 omnichannel m\u00fc\u015fteri servis sistemleri ile t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platform \u00fczerinde y\u00f6neterek t\u00fcm destek s\u00fcrecini otomatize edebilirsiniz. S\u00fcr\u00fckle-b\u0131rak ve bot geli\u015ftirme aray\u00fcz\u00fc ile kod yazmadan dakikalar i\u00e7inde bir sohbet robotu tasarlayabilirsiniz. Bu sayede m\u00fc\u015fterilerinizle ileti\u015fimi etkin bir \u015fekilde ger\u00e7ekle\u015ftirebilirsiniz. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve m\u00fc\u015fterlerinize kolayca ula\u015fmak i\u00e7in Infoset\u2019i hemen bug\u00fcn kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n

\"\"<\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"

Bu yaz\u0131m\u0131zda sizlere m\u00fc\u015fteri temsilcilerinin dikkat etmeleri gereken \u00f6nemli durumlardan bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":1610,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385,27],"tags":[483,808],"yoast_head":"\nM\u00fc\u015fteri Temsilcilerinin Dikkat Etmesi Gereken 6 Durum - Infoset<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri temsilcilerinin servis s\u00fcre\u00e7lerinde nelere dikkat etmelidir? M\u00fc\u015fteri temsilcileri memnuniyeti nas\u0131l sa\u011flar? 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