{"id":2562,"date":"2023-01-18T19:00:00","date_gmt":"2023-01-18T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=2562"},"modified":"2023-01-06T15:41:55","modified_gmt":"2023-01-06T12:41:55","slug":"musteri-hizmetlerinde-aktif-dinleme-becerisi","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/musteri-hizmetlerinde-aktif-dinleme-becerisi\/","title":{"rendered":"M\u00fc\u015fteri Hizmetlerinde Aktif Dinleme Becerisi Nas\u0131l Geli\u015ftirilir?"},"content":{"rendered":"\n

M\u00fc\u015fteri hizmetlerinde dinleme becerilerinin \u00f6nemi g\u00f6z ard\u0131 edilemez. M\u00fc\u015fterileri aktif bir \u015fekilde dinlemek \u00e7e\u015fitli beceriler gerektirse de, bu becerilerin \u00e7o\u011fu ki\u015fisel olarak veya ekip e\u011fitiminden \u00f6\u011frenilebilir. Peki, \u00e7a\u011fr\u0131 merkezi temsilcileri dinleme becerilerini nas\u0131l geli\u015ftirebilir? <\/p>\n\n\n\n

M\u00fc\u015fteri Hizmetlerinde Aktif Dinleme Neden \u00d6nemlidir?<\/strong><\/h2>\n\n\n\n

M\u00fc\u015fteriler h\u0131zl\u0131 bir \u015fekilde sorunlar\u0131n\u0131n \u00e7\u00f6z\u00fclmesini ister. Bu sebeple m\u00fc\u015fteri hizmetlerine var olan bir sorun nedeniyle ba\u011fland\u0131klar\u0131 zaman, sorunlar\u0131n\u0131n hemen anla\u015f\u0131lmas\u0131n\u0131 beklerler. Bu noktada m\u00fc\u015fteri hizmetleri temsilcilerinin dinleme becerilerinin y\u00fcksek olmas\u0131, s\u00fcrecin daha h\u0131zl\u0131 ilerlemesini sa\u011flarken m\u00fc\u015fterilerin de memnuniyetini art\u0131r\u0131r. <\/p>\n\n\n\n

Aktif bir dinleyici olmak, ayn\u0131 zamanda m\u00fc\u015fterilerle olan ileti\u015fimi de geli\u015ftirir. M\u00fc\u015fteriler \u00e7o\u011fu zaman sorunlar\u0131ndan ziyade kendilerinin anla\u015f\u0131lmas\u0131n\u0131 bekler. Bu noktada empatik bir yakla\u015f\u0131m sergilemek, aktif dinlemenin en \u00f6nemli g\u00f6stergelerinden biridir. Sonu\u00e7 olarak, m\u00fc\u015fteri hizmetlerinin aktif dinleme becerisinin olmas\u0131, m\u00fc\u015fteri memnuniyeti artt\u0131raca\u011f\u0131 gibi \u015firketin de ba\u015far\u0131s\u0131n\u0131 art\u0131racakt\u0131r.<\/p>\n\n\n\n

\u00c7a\u011fr\u0131 Merkezi Temsilcileri Dinleme Becerilerini Nas\u0131l Geli\u015ftirebilir?<\/strong><\/h2>\n\n\n\n

\u00c7o\u011fu m\u00fc\u015fteri hizmetleri ekibi, m\u00fc\u015fterileri dinlemeleri gerekti\u011fini bilse de bunun nas\u0131l yap\u0131laca\u011f\u0131n\u0131 tam olarak bilmiyor. Bu da k\u00f6t\u00fc m\u00fc\u015fteri deneyimine ve kayb\u0131na yol a\u00e7\u0131yor. \u00d6yle ki yak\u0131n tarihli bir ara\u015ft\u0131rmaya g\u00f6re; m\u00fc\u015fterilerin %82’si<\/a>, kendilerini dinlemeyen ve de\u011fer vermeyen \u015firketleri terk ediyor. Bu noktada temsilcilerin dinleme becerilerini geli\u015ftirmesi daha \u00e7ok \u00f6nem arz ediyor. Peki, bunu nas\u0131l yapabilirler?<\/p>\n\n\n\n

1) Dinledi\u011finizi G\u00f6sterin<\/strong><\/h3>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

M\u00fc\u015fterilerin sorunlar\u0131n\u0131 sadece dinlemek bir anlam ifade etmez. Kar\u015f\u0131l\u0131kl\u0131 ileti\u015fimin olumlu devam edebilmesi i\u00e7in s\u00f6ylenenlere cevap vermeniz gerekir. Bu noktada m\u00fc\u015fterilere onlar\u0131 dinledi\u011fini g\u00f6stermek i\u00e7in \u2018Sizi anl\u0131yorum. Sizi dinliyorum\u2019 gibi c\u00fcmleler kurabilirsiniz. Bu, onlar\u0131 dinledi\u011finizi, s\u00f6ylediklerini onaylad\u0131\u011f\u0131n\u0131z\u0131 onlara g\u00f6sterecektir.<\/p>\n\n\n\n

2) Dikkat Da\u011f\u0131t\u0131c\u0131 \u015eeylerden Ka\u00e7\u0131n\u0131n<\/strong><\/h3>\n\n\n\n

\u0130leti\u015fimde kopukluk oluyorsa, bunun en temel nedenlerinden biri dikkatini konu\u015fulan \u015feye verememekten kaynakl\u0131d\u0131r. \u00c7a\u011fr\u0131 merkezi temsilcilerinin de iyi bir ileti\u015fim s\u00fcreci i\u00e7in dikkat da\u011f\u0131t\u0131c\u0131 unsurlardan ka\u00e7\u0131nmalar\u0131 gerekir. \u00d6rne\u011fin; masan\u0131n \u00fcst\u00fcn\u00fc olabildi\u011fince az e\u015fya koymak, konu\u015furken bilgisayarda ba\u015fka i\u015flere bakmamak dikkatin da\u011f\u0131lmas\u0131n\u0131 \u00f6nleyecektir. Bu sayede m\u00fc\u015fterilerin s\u00f6ylediklerini daha net anlayabilir, dikkatinizin da\u011f\u0131lmas\u0131n\u0131n \u00f6n\u00fcne ge\u00e7ebilirsiniz.<\/p>\n\n\n\n

3) Sorular Sorun<\/strong><\/h3>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

Aktif dinleyici olman\u0131n en \u00f6nemli k\u0131sm\u0131, sorunun temeline inebilmek ve sorunu \u00e7\u00f6zmeye nas\u0131l yard\u0131mc\u0131 olabilece\u011finizi anlamak i\u00e7in sorular sormaktan ge\u00e7er. M\u00fc\u015fterileriniz sorunlar\u0131n\u0131 anlat\u0131rken \u2018Daha detayl\u0131 bilgi verebilir misiniz\u2019 veya \u2018Tam olarak hangi noktada sorun ya\u015f\u0131yorsunuz\u2019 gibi soru kal\u0131plar\u0131 kullanarak onlar\u0131 dinledi\u011finizi g\u00f6sterebilirsiniz. B\u00f6ylece sorunlar\u0131 daha net anlayabilir, \u00e7\u00f6z\u00fcm\u00fcn\u00fc daha h\u0131zl\u0131 sa\u011flayabilirsiniz. <\/p>\n\n\n\n

4) Olumlu Dil Kullan\u0131n<\/strong><\/h3>\n\n\n\n

K\u0131zg\u0131n m\u00fc\u015fterilerle ileti\u015fim kurmak her zaman i\u00e7in kolay olmayabilir. \u00d6zellikle onlar\u0131n sorunlar\u0131n\u0131 dinlerken \u2018\u00dczg\u00fcn\u00fcm\u2019 veya \u2018Bu sorunu \u015fu an \u00e7\u00f6zmem m\u00fcmk\u00fcn de\u011fil\u2019 gibi ifadeler kurmak, onlar\u0131 daha \u00e7ok sinirlendirebilir. Bu noktada hem sa\u011fl\u0131kl\u0131 bir ileti\u015fim s\u00fcreci ge\u00e7irebilmek, hem de etkili bir dinleyici olmak i\u00e7in daima olumlu bir dil kullan\u0131lmal\u0131d\u0131r. Olumlu dil, m\u00fc\u015fteri hizmetleri<\/a> aramalar\u0131n\u0131n getirdi\u011fi stresi ortadan kald\u0131rmaya yard\u0131mc\u0131 olur.<\/p>\n\n\n\n

5) E\u011fitimlere Kat\u0131l\u0131n<\/strong><\/h3>\n\n\n\n
\"m\u00fc\u015fteri<\/figure><\/div>\n\n\n\n

Dinlemenin \u00f6nemini biliyor fakat nas\u0131l bu beceriyi kazanaca\u011f\u0131n\u0131z\u0131 bilmiyorsan\u0131z, bu konuda \u00e7e\u015fitli e\u011fitimlere kat\u0131labilirsiniz. Dijital d\u00fcnyada art\u0131k \u00e7o\u011fu e\u011fitime \u00fccretli veya \u00fccretsiz bir \u015fekilde ula\u015fmak \u00e7ok kolay! \u00c7e\u015fitli platformlardan e\u011fitimlere kat\u0131labilir, aktif dinleme becerinizi geli\u015ftirebilirsiniz. Bunun yan\u0131 s\u0131ra ba\u011fl\u0131 oldu\u011funuz \u015firketten b\u00f6yle bir e\u011fitim veya seminer d\u00fczenlemesini isteyebilirsiniz. \u00dcstelik bu e\u011fitimlere kat\u0131lma sertifikas\u0131 alarak CV\u2019nize ekleyebilir, i\u015f g\u00f6r\u00fc\u015fmelerinde kullanabilirsiniz.<\/p>\n\n\n\n

\u0130leti\u015fim Kanallar\u0131n\u0131z\u0131 Y\u00f6netmenin Kolay Yolu: Infoset<\/strong><\/h2>\n\n\n\n

Kusursuz bir m\u00fc\u015fteri deneyimi i\u00e7in m\u00fc\u015fterilerle olan ileti\u015fimi etkili bir \u015fekilde s\u00fcrd\u00fcrmek gerekir. Bu noktada Infoset\u2019in omnichannel m\u00fc\u015fteri servis sistemi ile t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platform \u00fczerinden y\u00f6netebilir, t\u00fcm s\u00fcre\u00e7lerinizi otomatize edebilirsiniz. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rmak 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 m\u00fc\u015fteri hizmetlerinde dinleme becerisinin \u00f6neminden ve geli\u015ftirme yollar\u0131ndan bahsedece\u011fiz.\u00a0<\/p>\n","protected":false},"author":2,"featured_media":2554,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[65,173,71],"yoast_head":"\nM\u00fc\u015fteri Hizmetlerinde Aktif Dinleme Becerisi Nas\u0131l Geli\u015ftirilir? - Infoset<\/title>\n<meta name=\"description\" content=\"\u00c7a\u011fr\u0131 merkezi temsilcileri dinleme becerilerini nas\u0131l geli\u015ftirebilir? Aktif dinleme nedir? 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