{"id":2465,"date":"2022-11-29T19:00:00","date_gmt":"2022-11-29T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=2465"},"modified":"2022-12-01T10:36:45","modified_gmt":"2022-12-01T07:36:45","slug":"musteri-hizmetlerini-kriz-donemlerine-hazirlama","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-hizmetlerini-kriz-donemlerine-hazirlama\/","title":{"rendered":"M\u00fc\u015fteri Hizmetlerini Kriz D\u00f6nemlerine Haz\u0131rlaman\u0131n 5 Yolu"},"content":{"rendered":"\n<p>Yeni bir y\u0131la girerken m\u00fc\u015fteri hizmetlerini sorunlara kar\u015f\u0131 haz\u0131rlamak, kriz anlar\u0131nda \u00e7\u0131kabilecek daha b\u00fcy\u00fck sorunlar\u0131n \u00f6n\u00fcne ge\u00e7er. Bu noktada m\u00fc\u015fteri hizmetleri ekibinizi sorunlara kar\u015f\u0131 haz\u0131rlamal\u0131 ve mevcut sisteminizdeki aksakl\u0131klar\u0131 d\u00fczeltmelisiniz. Peki, \u00e7\u0131kabilecek sorunlara kar\u015f\u0131 nas\u0131l \u00f6nlem alabilirsiniz?<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Hizmetleri Ekibini Sorunlara Kar\u015f\u0131 Haz\u0131rlamak Neden \u00d6nemli?<\/strong><\/h2>\n\n\n\n<p>Her \u015firket zaman zaman birtak\u0131m sorunlarla kar\u015f\u0131 kar\u015f\u0131ya kalabilir. Ancak burada dikkat edilmesi gereken \u015fey, bu sorunlar\u0131n daha \u00e7ok b\u00fcy\u00fcmesine izin vermeden \u00f6nlemini almakt\u0131r. \u00c7\u00fcnk\u00fc her sorun, di\u011fer i\u015f alanlar\u0131n\u0131 etkileyebilir. Bu da hem m\u00fc\u015fterilerin hem de ekiplerin daha b\u00fcy\u00fck sorunlarla kar\u015f\u0131 kar\u015f\u0131ya kalmas\u0131 demektir. Bu noktada i\u015fletmelerin daha fazla m\u00fc\u015fteri odakl\u0131 olmas\u0131 ve do\u011fabilecek sorunlara kar\u015f\u0131 bir strateji haz\u0131rlamas\u0131 gerekir. B\u00f6ylece sorunlar b\u00fcy\u00fcmeden en ba\u015f\u0131ndan aksiyon al\u0131nabilir.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Hizmetlerinde Kar\u015f\u0131la\u015f\u0131labilecek Sorunlar Nelerdir?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-1024x683.jpg\" alt=\"m\u00fc\u015fteri hizmetleri\" class=\"wp-image-2458\" width=\"504\" height=\"336\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-770x515.jpg 770w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-1024x683@2x.jpg 2048w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-crisis-770x515@2x.jpg 1540w\" sizes=\"(max-width: 504px) 100vw, 504px\" \/><\/figure><\/div>\n\n\n\n<p>M\u00fc\u015fteri hizmetleri ekibinizi kriz anlar\u0131na haz\u0131rlamak i\u00e7in \u00f6ncelikle hangi sorunlar\u0131n do\u011fabilece\u011fini tespit etmeniz gerekir. Bu noktada kar\u015f\u0131la\u015f\u0131labilecek en yayg\u0131n sorunlar \u015fu \u015fekilde s\u0131ralanabilir:<\/p>\n\n\n\n<ul><li>An\u0131nda destek eksikli\u011fi ve uzat\u0131lm\u0131\u015f yan\u0131t s\u00fcreleri,<\/li><li>\u00c7oklu ileti\u015fim kanallar\u0131n\u0131n olmamas\u0131,<\/li><li>M\u00fc\u015fterilerin temsilcilere ula\u015famamas\u0131,<\/li><li>Kaba ileti\u015fim.<\/li><\/ul>\n\n\n\n<h2><strong>M\u00fc\u015fteri Hizmetleri Ekibinizi Kriz D\u00f6nemlerine Nas\u0131l Haz\u0131rlayabilirsiniz?<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fterilerinize daha iyi bir hizmet verebilmek ve ekibinizi olas\u0131 kriz anlar\u0131na haz\u0131rlamak i\u00e7in \u00f6nceden uygulayabilece\u011finiz birka\u00e7 y\u00f6ntem vard\u0131r. Bunlar \u015fu \u015fekilde s\u0131ralanabilir:<\/p>\n\n\n\n<h3><strong>1) Bir Plan Haz\u0131rlay\u0131n<\/strong><\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-1024x683.jpg\" alt=\"m\u00fc\u015fteri hizmetleri\" class=\"wp-image-2460\" width=\"426\" height=\"284\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-1024x683.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-300x200.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-1536x1024.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-270x180.jpg 270w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-770x515.jpg 770w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-1024x683@2x.jpg 2048w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-300x200@2x.jpg 600w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-270x180@2x.jpg 540w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-time-cris-770x515@2x.jpg 1540w\" sizes=\"(max-width: 426px) 100vw, 426px\" \/><\/figure><\/div>\n\n\n\n<p>Bir sorun ortaya \u00e7\u0131kt\u0131\u011f\u0131nda temsilcilerin kiminle g\u00f6r\u00fc\u015fece\u011fi belirsizse, durum \u00e7ok daha vahim bir hal alabilir. Bu noktada temsilcilerinizin kar\u015f\u0131la\u015fabilecekleri sorun t\u00fcrleri i\u00e7in kiminle ileti\u015fime ge\u00e7eceklerini \u00f6nceden planlay\u0131n. B\u00f6ylece temsilcileriniz kar\u015f\u0131la\u015ft\u0131klar\u0131 ilk sorunu \u00e7\u00f6zmede kiminle irtibata ge\u00e7eceklerini bilir ve m\u00fc\u015fteriyi ona g\u00f6re y\u00f6nlendirebilir.<\/p>\n\n\n\n<h3><strong>2) Chatbot Kullan\u0131n<\/strong><\/h3>\n\n\n\n<p>M\u00fc\u015fteriler beklemekten ho\u015flanmaz. \u00d6yle ki yap\u0131lan bir ara\u015ft\u0131rmaya g\u00f6re; <a href=\"https:\/\/smallbiztrends.com\/2018\/07\/real-time-response-to-customers.html\" target=\"_blank\" rel=\"noreferrer noopener\">T\u00fcketicilerin %80&#8217;inden fazlas\u0131<\/a>, m\u00fc\u015fteri hizmetleri sorunlar\u0131na an\u0131nda yan\u0131t beklediklerini s\u00f6ylemi\u015ftir. Bu noktada chatbotlar, m\u00fc\u015fterilerin bir temsilciyle konu\u015fmak zorunda kalmadan ihtiya\u00e7 duyduklar\u0131 \u00e7\u00f6z\u00fcmleri almalar\u0131n\u0131 sa\u011flayan haz\u0131r yan\u0131tlar\u0131 otomatik olarak onlara g\u00f6nderebilir. B\u00f6ylece, basit sorunlarda m\u00fc\u015fteriler direkt temsilciye ba\u011flanmadan sorunlar\u0131 an\u0131nda \u00e7\u00f6zebilir.<\/p>\n\n\n\n<h3><strong>3) CRM Yaz\u0131l\u0131mlar\u0131 Kullan\u0131n<\/strong><\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-times-crisis-1024x640.jpg\" alt=\"m\u00fc\u015fteri hizmetleri\" class=\"wp-image-2461\" width=\"537\" height=\"335\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-times-crisis-1024x640.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-times-crisis-300x188.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-times-crisis-1536x960.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-times-crisis-1024x640@2x.jpg 2048w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2022\/11\/customer-service-times-crisis-300x188@2x.jpg 600w\" sizes=\"(max-width: 537px) 100vw, 537px\" \/><\/figure><\/div>\n\n\n\n<p>Bir m\u00fc\u015fteri, yak\u0131n tarihli bir sipari\u015fle ilgili sorular sormak veya hangi \u00fcr\u00fcnleri\/hizmetleri sat\u0131n alaca\u011f\u0131 konusunda tavsiye almak i\u00e7in destek ekibiyle ileti\u015fime ge\u00e7ebilir. Bu noktada temsilcide kendisiyle ilgili bilgilerinin haz\u0131r olmas\u0131n\u0131 bekler. E\u011fer temsilci m\u00fc\u015fteri ge\u00e7mi\u015fi hakk\u0131nda bir \u015fey bilmiyorsa, m\u00fc\u015fterinin destek bekledi\u011fi konu hakk\u0131ndaki \u00e7\u00f6z\u00fcm s\u00fcresi uzayabilir. Bu da her iki taraf\u0131 olduk\u00e7a yoran bir i\u015flemdir.&nbsp;<\/p>\n\n\n\n<p>Bu noktada bir <a href=\"https:\/\/infoset.app\/blog\/tr\/markaniz-icin-en-iyi-crm-sistemi-nasil-secersiniz\/\" target=\"_blank\" rel=\"noreferrer noopener\">CRM<\/a> yaz\u0131l\u0131m\u0131 entegrasyonuna sahip olmak, mevcut m\u00fc\u015fterilerinizin bilgilerini \u00f6nceden g\u00f6rmenizi ve bunlar hakk\u0131nda bilgi sahibi olman\u0131z\u0131 sa\u011flar. B\u00f6ylece m\u00fc\u015fterilerinizin beklentilerini kar\u015f\u0131layabilir ve etkili bir hizmet sunarak ba\u015far\u0131l\u0131 bir m\u00fc\u015fteri deneyimi yaratabilirsiniz.&nbsp;<\/p>\n\n\n\n<h3><strong>4) Temsilcilerinizi E\u011fitin<\/strong><\/h3>\n\n\n\n<p>M\u00fc\u015fteri hizmetleri temsilcilerinizin yeterli bilgiye sahip olmamas\u0131, m\u00fc\u015fterilerin yanl\u0131\u015f y\u00f6nlendirilmesine, temsilciler aras\u0131nda i\u015f y\u00fck\u00fcn\u00fcn artmas\u0131na neden olur. Bu da olas\u0131 bir kriz an\u0131nda sorunlar\u0131n daha \u00e7ok b\u00fcy\u00fcmesine yol a\u00e7ar. Bunun \u00f6n\u00fcne ge\u00e7mek i\u00e7in temsilciler, sorunlar hakk\u0131nda ve bunlar\u0131n \u00e7\u00f6z\u00fcmleri hakk\u0131nda gerekli e\u011fitimleri almal\u0131d\u0131r. Ayr\u0131ca m\u00fc\u015fterilerle etkile\u015fim kurmada profesyonel ileti\u015fim kurma e\u011fitimlerini de almalar\u0131 gerekir. Bunun i\u00e7in online seminerler ve e\u011fitimler d\u00fczenleyebilir, olas\u0131 sorunlara kar\u015f\u0131 uygulamal\u0131 bir e\u011fitim ger\u00e7ekle\u015ftirebilirsiniz.<\/p>\n\n\n\n<h3><strong>5) Omnichannel Sisteme Sahip Olun<\/strong><\/h3>\n\n\n\n<p>En ufak bir sistem kesintisi sorunlar\u0131n daha \u00e7ok birikip b\u00fcy\u00fcmesine yol a\u00e7abilir. Bu noktada \u00f6zellikle tek bir kanal \u00fczerinden m\u00fc\u015fterilerin talepleri ile ilgilenmek, sistem kesintisinde olas\u0131 felaket senaryolar\u0131 do\u011furabilir. Omnichannel sistem sayesinde; telefon, e-posta, Whatsapp, ve Instagram gibi farkl\u0131 ileti\u015fim kanallar\u0131n\u0131 tek bir platformdan y\u00f6netebilirsiniz. B\u00f6ylece herhangi bir sistem kesintisinde, m\u00fc\u015fteri taleplerini farkl\u0131 kanallar \u00fczerinden almaya devam edebilirsiniz.<\/p>\n\n\n\n<h2><strong>M\u00fc\u015fteri Hizmetlerinin Kolay Adresi: \u0130nfoset<\/strong><\/h2>\n\n\n\n<p>M\u00fc\u015fteri hizmetleri ekibinin 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\u00f6netebilirsiniz. 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\u015fterilerinize kolayca ula\u015fmak i\u00e7in \u0130nfoset\u2019i hemen bug\u00fcn <a href=\"https:\/\/infoset.app\/tr\/\" target=\"_blank\" rel=\"noreferrer noopener\">kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/infoset.app\/tr\/signup?utm_source=blog\" target=\"_blank\" rel=\"noopener\"><img width=\"1440\" height=\"520\" src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/09\/blogCta_tr-1.png\" alt=\"\" class=\"wp-image-350\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p> Bu yaz\u0131m\u0131zda m\u00fc\u015fteri hizmetlerinde \u00e7\u0131kabilecek en yayg\u0131n sorunlardan ve bunlara \u00f6nlem alman\u0131n yollar\u0131ndan bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":2459,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1],"tags":[507,391,483],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Hizmetlerini Kriz D\u00f6nemlerine Haz\u0131rlaman\u0131n 5 Yolu - Infoset<\/title>\n<meta name=\"description\" content=\"Olas\u0131 sorunlara kar\u015f\u0131 nas\u0131l \u00f6nlem alabilirsiniz? 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