{"id":11136,"date":"2021-11-04T19:22:00","date_gmt":"2021-11-04T19:22:00","guid":{"rendered":"https:\/\/www.creafone.com\/?p=11136"},"modified":"2022-01-12T11:19:41","modified_gmt":"2022-01-12T11:19:41","slug":"11-ipucu-zor-musterilerle-nasil-basa-cikilir","status":"publish","type":"post","link":"https:\/\/www.creafone.com\/en\/blog\/11-ipucu-zor-musterilerle-nasil-basa-cikilir\/","title":{"rendered":"Zor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r? Kan\u0131tlanm\u0131\u015f 11 \u0130pucu"},"content":{"rendered":"
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Zor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r? Kan\u0131tlanm\u0131\u015f 11 \u0130pucu<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Zor m\u00fc\u015fterilerle ba\u015fa \u00e7\u0131kmak zor bir i\u015ftir, ancak birka\u00e7 \u00f6nemli ad\u0131m\u0131 izleyerek olumlu bir sonu\u00e7 g\u00f6rme \u015fans\u0131n\u0131z\u0131 b\u00fcy\u00fck \u00f6l\u00e7\u00fcde art\u0131rabilirsiniz.<\/p>\n\n

Bu yaz\u0131m\u0131zda de\u011finece\u011fimiz konular:<\/p>\n\n

Ho\u015f olmayan m\u00fc\u015fterilerle y\u00fczle\u015fmenize yard\u0131mc\u0131 olmak i\u00e7in uygulaman\u0131z gereken zihniyet
Mutsuz m\u00fc\u015fterilerle etkile\u015fim kurarken kullan\u0131lacak kelimeler <\/p>\n\n

Zor m\u00fc\u015fteri durumlar\u0131n\u0131n ilk etapta ya\u015fanmas\u0131n\u0131 \u00f6nlemek
Zor m\u00fc\u015fterilerle ba\u015fa \u00e7\u0131kmak zor olabilir ama \u00f6yle olmak zorunda de\u011fil. Do\u011fru tutum ve davran\u0131\u015flarla zorlu m\u00fc\u015fteri durumlar\u0131ndan hasar g\u00f6rmeden \u00e7\u0131kabilirsiniz. <\/p>\n\n

Bu g\u00f6nderi, tam da bunu yapman\u0131za yard\u0131mc\u0131 olacak ipu\u00e7lar\u0131 ve bilgiler sunar. Umar\u0131z makalenin sonunda siz ve \u00e7al\u0131\u015fanlar\u0131n\u0131z zor m\u00fc\u015fterilerle ba\u015fa \u00e7\u0131kmak i\u00e7in daha haz\u0131rl\u0131kl\u0131 olursunuz.<\/p>\n\n

Hadi ba\u015flayal\u0131m.<\/p>\n\n\n

    \n
  1. \n Do\u011fru Bir Tutum \u0130zleyin<\/strong>\n <\/li>\n <\/br>\n\n

    M\u00fc\u015fteriyle ilgilenmeden \u00f6nce nefes almak i\u00e7in birka\u00e7 saniye ay\u0131r\u0131n ve kendinizi sakinle\u015ftirin. Al\u0131\u015fveri\u015f yapan ki\u015finin size mutlaka k\u0131zg\u0131n olmad\u0131\u011f\u0131n\u0131, aksine durumdan rahats\u0131z oldu\u011funu kendinize hat\u0131rlat\u0131n.<\/p>\n\n

    Do\u011fru bir tutum izlemek, sakin ve profesyonel bir \u015fekilde yan\u0131t vermenizi sa\u011flayacakt\u0131r.<\/p>\n\n

  2. \n Mantalitenizi Geli\u015ftirin<\/strong>\n <\/li>\n<\/br>\n

    Do\u011fru bir tutum izlemenin yan\u0131 s\u0131ra, mantalitenizi geli\u015ftirin, kendinizi ve ekibinizi zorlu perakende durumlar\u0131nda \u00e7\u00f6z\u00fcm odakl\u0131 olmak i\u00e7in e\u011fitin.<\/p>\n\n

    M\u00fc\u015fterilerle k\u00f6t\u00fc kar\u015f\u0131la\u015fmalar ya\u015faman\u0131z olas\u0131d\u0131r. Ancak zamanla m\u00fc\u015fteriler ile nas\u0131l irtibat kurman\u0131z gerekti\u011fini kavrayacaks\u0131n\u0131z.<\/p>\n\n

    \n M\u00fc\u015fteriyi Dinleyin ve Onlarla Empati Kurun <\/a>\n <\/p>\n\n

    \u00dcz\u00fclen insanlar\u0131n duyulmas\u0131 gerekir, bu y\u00fczden m\u00fc\u015fterilerinizin konu\u015fmas\u0131na izin verin ve onlar\u0131n s\u00f6z\u00fcn\u00fc kesmeyin.<\/p>\n\n

    M\u00fc\u015fterinin \u015fikayet\u00e7i oldu\u011fu durumu a\u00e7\u0131klamas\u0131na izin verin ancak fiziksel \u015fiddete veya tehdide asla izin vermeyin. Bir m\u00fc\u015fterinin \u015fikayetini veya \u00f6fkesini tam olarak dile getirmesine izin vermek de\u011ferlidir \u00e7\u00fcnk\u00fc m\u00fc\u015fteri, sorunlar\u0131n\u0131n duyuldu\u011funu hissetmedi\u011fi i\u00e7in bir\u00e7ok sorun ortaya \u00e7\u0131karmaktad\u0131r.<\/p>\n\n

  3. \n M\u00fc\u015fteriyi Dinleyin ve Onlarla Empati Kurun<\/strong>\n <\/li>\n<\/br>\n

    Aktif Dinleme Al\u0131\u015ft\u0131rmas\u0131 Yap\u0131n<\/h4>\n\n

    Bu a\u015famada kar\u015f\u0131 taraf\u0131n kar\u015f\u0131s\u0131nda sessizce durmak yerine, s\u00f6yleyeceklerini bilin\u00e7li olarak \u00f6z\u00fcmseme prati\u011fi olan aktif dinleme ile me\u015fgul olmak \u00f6nemlidir.<\/p>\n\n

    Bu ara\u015ft\u0131rma, iyi bir izlenim b\u0131rakmaya yard\u0131mc\u0131 olacak ve m\u00fc\u015fterinin s\u00f6ylediklerini ger\u00e7ekten anlaman\u0131za izin verecek, b\u00f6ylelikle sorunlar\u0131n\u0131 verimli bir \u015fekilde \u00e7\u00f6zebileceksiniz.<\/p>\n\n

    Aktif dinleme ayn\u0131 zamanda t\u00fcm v\u00fccudunuzla dinlemenizi gerektirir. Bu, di\u011fer ki\u015fiye dinledi\u011finizi g\u00f6stermek i\u00e7in a\u00e7\u0131k bir duru\u015fa sahip olmak ve ba\u015f\u0131n\u0131z\u0131 sallamak gibi olumlu beden dilini kullanmak anlam\u0131na gelir.<\/p>\n\n

    Ciddiye Al\u0131nd\u0131klar\u0131n\u0131 Hissettirin<\/h4>\n\n

    Gary Johnson, m\u00fc\u015fterilere endi\u015felerini ciddiye ald\u0131\u011f\u0131n\u0131z\u0131 g\u00f6stermenizi tavsiye ediyor. Ona g\u00f6re, g\u00f6z temas\u0131n\u0131 koruyarak ve do\u011fru s\u00f6zel olmayan davran\u0131\u015flar\u0131 sergileyerek yap\u0131labilir (g\u00fcl\u00fcmsememek, a\u015f\u0131r\u0131 ba\u015f\u0131n\u0131 sallamak veya g\u00f6zlerinizi devirmek ve daha fazlas\u0131).<\/p>\n\n

    M\u00fcmk\u00fcnse m\u00fc\u015fterinize ad\u0131yla hitap edin. \u0130nsanlara duyulduklar\u0131n\u0131 hissettirir ve onlar\u0131 sakinle\u015ftirmeye yard\u0131mc\u0131 olabilir.<\/p>\n\n

    Empati \u0130le Yan\u0131t Verin<\/h4>\n\n

    \u201cBirisi bize ba\u011f\u0131rd\u0131\u011f\u0131nda, do\u011fal tepkimiz genellikle ya \u00f6fkeyle yan\u0131t vermek ya da savunma moduna ge\u00e7mektir. Ne pahas\u0131na olursa olsun bunlardan ka\u00e7\u0131n\u0131n.<\/p>\n\n

    Ger\u00e7ek bir sorun oldu\u011funu d\u00fc\u015f\u00fcnmeseniz de m\u00fc\u015fterinin bak\u0131\u015f a\u00e7\u0131s\u0131ndan ger\u00e7ek bellidir, bu nedenle yan\u0131t vermeniz i\u00e7in uygun duygu ’empati’dir. Neden hayal k\u0131r\u0131kl\u0131\u011f\u0131na u\u011frad\u0131\u011f\u0131n\u0131 anlayabiliyorum gibi empatik c\u00fcmleler kurun.<\/p>\n\n\n

  4. \n S\u00f6zl\u00fc ve S\u00f6zs\u00fcz \u0130pu\u00e7lar\u0131n\u0131z Konusunda Dikkatli Olun<\/strong>\n <\/li>\n<\/br>\n

    S\u00f6yledi\u011finiz ve s\u00f6yleyemedi\u011finiz \u015feyler, herhangi bir m\u00fc\u015fteri etkile\u015fiminin sonucunu \u00f6nemli \u00f6l\u00e7\u00fcde etkileyebilir. Can s\u0131k\u0131nt\u0131s\u0131, sab\u0131rs\u0131zl\u0131k veya sald\u0131rganl\u0131k belirtileri yaln\u0131zca durumu t\u0131rmand\u0131r\u0131r. Bu y\u00fczden s\u00f6zlerinize ve yans\u0131tt\u0131\u011f\u0131n\u0131z beden diline \u00e7ok dikkat edin.<\/p>\n\n

    \u0130\u015fte tam da bunu yapman\u0131za yard\u0131mc\u0131 olacak birka\u00e7 ipucu:<\/p>\n\n

    S\u00f6zl\u00fc<\/h4>\n\n

    \u201cNezaket ifadeleri\u201d kullan\u0131n. Etkili M\u00fc\u015fteri Hizmetleri i\u00e7in G\u00fc\u00e7l\u00fc \u0130fadeler kitab\u0131n\u0131n yazar\u0131 Ren\u00e9e Evenson’a g\u00f6re; “M\u00fc\u015fteriler nazik davran\u0131lmay\u0131 takdir eder, bu nedenle konu\u015fmalar\u0131n\u0131z boyunca uygun \u015fekilde nezaket s\u00f6zc\u00fckleri ve ifadeleri ekledi\u011finizde, m\u00fc\u015fterilerinize onlara nas\u0131l sayg\u0131 duydu\u011funuzu g\u00f6sterirsiniz.”<\/p>\n\n

    Evenson, ba\u015fvurabilece\u011finiz nezaket ifadelerinin kullan\u0131\u015fl\u0131 bir listesini sa\u011flar. Bunlara g\u00f6z at\u0131n ve m\u00fc\u015fteri hizmetleri s\u00f6zl\u00fc\u011f\u00fcn\u00fcze dahil etmeye \u00f6zen g\u00f6sterin:<\/p>\n\n

    “\u00d6z\u00fcr dilerim. Ne dedi\u011finizi duymad\u0131m\/anlamad\u0131m.\u201d
    “Yapacaks\u0131n” yerine \u201cM\u0131s\u0131n?\u201d
    “Say\u0131n.”
    “Efendim”
    “Kontrol edip hemen d\u00f6nece\u011fim.”
    “Ben kontrol ederken biraz bekler misiniz?”
    “Bekledi\u011finiz i\u00e7in te\u015fekk\u00fcrler.”
    “Han\u0131mefendi \/ Beyefendi.\u201d gibi ve daha fazlas\u0131. \n

    S\u00f6zs\u00fcz<\/h4>\n\n

    Verdi\u011finiz s\u00f6zel olmayan ipu\u00e7lar\u0131na dikkat edin.<\/p>\n\n

    \n M\u00fc\u015fteri hizmetleri<\/a> odakl\u0131 bir yazar, e\u011fitmen ve a\u00e7\u0131l\u0131\u015f konu\u015fmac\u0131s\u0131 olan Laurie Guest \u201cBeden dili, bir m\u00fc\u015fteriye sorunu \u00e7\u00f6zme konusunda ciddi oldu\u011funuzu g\u00f6stermek i\u00e7in \u00f6nemli bir ara\u00e7t\u0131r\u201d diyor.\n <\/p>\n\n

    \u201cBa\u015f\u0131n\u0131 sallama, g\u00f6z temas\u0131 ve not alma, sessiz ileti\u015fimin m\u00fckemmel modlar\u0131d\u0131r. En \u00f6nemlisi susmak. S\u00f6z\u00fcn\u00fcz\u00fc keserseniz, ki\u015fi dinlemedi\u011finizi varsayar ve \u00e7o\u011fu zaman yeniden ba\u015flama ihtiyac\u0131 hisseder. T\u00fcm hikayeyi sab\u0131rla dinleyin.\u201d<\/p>\n \n\n

    Ayr\u0131ca, m\u00fc\u015fteriyi k\u0131zd\u0131rabilece\u011finden, kapal\u0131 yumruklar veya katlanm\u0131\u015f kollar gibi savunmac\u0131 veya d\u00fc\u015fmanca hareketlerden ka\u00e7\u0131nmal\u0131s\u0131n\u0131z.<\/p>\n\n

  5. \n Sa\u011fduyulu Olun<\/strong>\n <\/li>\n \n<\/br>\n

    Zor m\u00fc\u015fterilerle u\u011fra\u015f\u0131rken dikkatli ve sa\u011fduyulu olmak \u00e7ok \u00f6nemlidir. Unutmay\u0131n, di\u011fer insanlar izliyor ve baz\u0131lar\u0131 \u00e7at\u0131\u015fmay\u0131 kaydetmek i\u00e7in ak\u0131ll\u0131 telefonlar\u0131n\u0131 bile k\u0131rba\u00e7l\u0131yor. En son isteyece\u011finiz \u015fey olay\u0131n sosyal medyaya d\u00fc\u015fmesidir.<\/p>\n\n

    M\u00fcmk\u00fcnse sat\u0131\u015f kat\u0131ndaki durumla u\u011fra\u015fmay\u0131n. English Blinds’in CEO’su John Moss, di\u011fer m\u00fc\u015fteriler taraf\u0131ndan g\u00f6r\u00fclebilecekleri \/ duyulabilecekleri bir alandan s\u00f6z konusu m\u00fc\u015fteriyi gizlice \u00e7\u0131karman\u0131z\u0131 tavsiye ediyor.<\/p>\n\n

    “Bu, m\u00fc\u015fteriyi bir ofise veya daha sessiz bir yere gelmeye davet ederek do\u011fru \u015fekilde konu\u015fmak i\u00e7in sa\u011flanabilir; bu ayn\u0131 zamanda m\u00fc\u015fterinin \u015fikayetlerini veya sorunlar\u0131n\u0131 ciddiyetle ele alm\u0131\u015f gibi g\u00f6stererek ikili bir amaca da hizmet eder.” diyerek ekliyor.<\/p>\n\n\n

  6. \n Durumlar\u0131 Hakk\u0131nda Neler Yapabilece\u011finizi ve Yapamayaca\u011f\u0131n\u0131z\u0131 \u0130letin<\/strong>\n <\/li>\n<\/br>\n

    M\u00fc\u015fterinin s\u00f6yleyeceklerini duyduktan sonra, yapabilecekleriniz ve yapamayacaklar\u0131n\u0131z hakk\u0131nda onlarla konu\u015fman\u0131z gerekecek. Dunvegan Group’tan Anne Miner, konuya a\u00e7\u0131kl\u0131k getirerek ve \u00f6z\u00fcr dileyerek ba\u015flaman\u0131z\u0131 tavsiye ediyor.<\/p>\n \n

    \u201cHikayeyi duyduktan sonra, gerekti\u011finde a\u00e7\u0131kl\u0131\u011fa kavu\u015fturmak i\u00e7in sorular sorun. Ard\u0131ndan, \u00f6z\u00fcr dileyin – m\u00fc\u015fteriye bu deneyimi ya\u015fad\u0131klar\u0131 i\u00e7in \u00fczg\u00fcn oldu\u011funuzu s\u00f6yleyin, uygun olan\u0131 yapaca\u011f\u0131n\u0131z\u0131 s\u00f6yleyin.\u201d<\/p>\n\n

    “Asla “yapabilece\u011fim bir \u015fey yok” dememelisiniz. HER ZAMAN yapabilece\u011finiz bir \u015fey vard\u0131r.<\/p>\n\n

    M\u00fcmk\u00fcnse, m\u00fc\u015fteriye \u015fikayeti sonucunda yapaca\u011f\u0131n\u0131z de\u011fi\u015fiklikleri bildirin.<\/p>\n\n

    Adler, \u201cM\u00fc\u015fterinin bir fark yaratt\u0131\u011f\u0131n\u0131 hissetmesini sa\u011flay\u0131n\u201d diyor. \u201cM\u00fc\u015fterilerin istedi\u011fi son \u015fey, geri bildirimlerinin hi\u00e7bir yere gitmedi\u011fini hissetmesidir. Sizi bu soruna kar\u015f\u0131 uyard\u0131klar\u0131 i\u00e7in \u00e7ok minnettar oldu\u011funuzu bilmelerini sa\u011flay\u0131n. Ard\u0131ndan, ayn\u0131 \u015feyin di\u011fer m\u00fc\u015fterilerin ba\u015f\u0131na gelmemesini sa\u011flamak i\u00e7in at\u0131lacak ad\u0131mlar\u0131 onlara bildirin.\u201d<\/p>\n\n

  7. \n H\u0131zl\u0131 Hareket Edin<\/strong>\n <\/li>\n<\/br>\n

    M\u00fc\u015fterinin sorununu hemen \u00e7\u00f6zebiliyorsan\u0131z, bunu h\u0131zl\u0131ca yapmal\u0131s\u0131n\u0131z.<\/p>\n\n

    Bir m\u00fc\u015fterinin endi\u015felerini h\u0131zl\u0131 bir \u015fekilde ele alabilmek, olumsuz deneyimlerini olumlu bir deneyime d\u00f6n\u00fc\u015ft\u00fcrebilir. Her \u015feyin \u00fcstesinden gelebilir ve m\u00fc\u015fteriyi tatmin edebilirseniz, sizden d\u00fczenli olarak al\u0131\u015fveri\u015f yapan ve bunu arkada\u015flar\u0131na s\u00f6yleyen sad\u0131k bir m\u00fc\u015fteri haline gelebilirler.<\/p>\n\n

    Bir m\u00fc\u015fterinin sorununu en k\u0131sa s\u00fcrede \u00e7\u00f6zmek, sorunun ilerlemesini \u00f6nler. Bu, \u00f6zellikle ma\u011fazan\u0131z\u0131n i\u00e7inde biri y\u00fcksek sesle \u015fikayette bulunuyorsa \u00f6nemlidir.<\/p>\n \n

    Nicole Reyhle’nin Forbes s\u00fctununda yazd\u0131\u011f\u0131 gibi; \u201cBir m\u00fc\u015fteri di\u011fer m\u00fc\u015fterilerin \u00f6n\u00fcnde bir olay yarat\u0131rken, bunu m\u00fcmk\u00fcn oldu\u011funca h\u0131zl\u0131 ve sessiz bir \u015fekilde \u00e7\u00f6zmeyi hedeflemelisiniz. Bunun ana nedenlerinden biri i\u015finizde y\u00fcksek sesle konu\u015fan ve sinirlenen herhangi bir m\u00fc\u015fteri bu deneyim hakk\u0131nda arkada\u015flar\u0131n\u0131z, aileniz ve di\u011fer potansiyel m\u00fc\u015fterilerle konu\u015fan ki\u015fiyle ayn\u0131 t\u00fcrde ki\u015filer olabilir.\u201d<\/p>\n\n

  8. \n Rahats\u0131zl\u0131klar\u0131n\u0131 Telafi Edin<\/strong>\n <\/li>\n<\/br>\n

    Bu ad\u0131m\u0131 atmak her zaman gerekli de\u011fildir ve duruma ba\u011fl\u0131d\u0131r. \u00d6rne\u011fin, sorun sizin taraf\u0131n\u0131zdaki bir hatadan kaynaklan\u0131yorsa m\u00fc\u015fteri i\u00e7in ekstra bir \u015feyler yapman\u0131z gerekebilir.<\/p>\n\n

    San Diego SEO Firmas\u0131ndan Jason Perkins, herhangi bir hata veya sorunu telafi etmek i\u00e7in ek tazminat sa\u011flamay\u0131 \u00f6nerir.<\/p>\n\n

    \u201cRahats\u0131zl\u0131\u011f\u0131 telafi edecek bir \u015fey verin. M\u00fc\u015fteriler bir \u015feyden \u015fikayet etti\u011finde bu, ya hizmetinizle ya da sizin i\u00e7in \u00e7al\u0131\u015fan ki\u015filerle ilgilidir. D\u00fczg\u00fcn hizmet verilmedi\u011fini d\u00fc\u015f\u00fcnd\u00fcklerinde, onlara hatay\u0131 telafi edecek bir \u015fey vermelisiniz\u201d diyor.<\/p>\n\n

    Frisco Maids’in Genel M\u00fcd\u00fcr\u00fc Alberto Navarrete, bu takti\u011fin \u015firketi i\u00e7in iyi \u00e7al\u0131\u015ft\u0131\u011f\u0131n\u0131 s\u00f6yl\u00fcyor. \u201c\u0130nsanlar \u00fccretsiz bir hizmetten veya ‘ho\u015fnutsuzluklar\u0131ndan’ kazanacaklar\u0131 bir \u015feyden haber al\u0131r almaz her \u015fey daha iyiye gidiyor. Frisco Maids olarak biz, a\u011fz\u0131 bozuk bir m\u00fc\u015fteri ile y\u0131pranmaktansa, belirli i\u015flerde biraz para kaybetmeyi g\u00f6ze ald\u0131k\u201d diye ekliyor.<\/p>\n\n\n

  9. \n Bir Yarg\u0131lama \u00c7a\u011fr\u0131s\u0131 Yap\u0131n<\/strong>\n <\/li>\n<\/br>\n

    Durum, m\u00fc\u015fterinin \u00e7izgiyi a\u015ft\u0131\u011f\u0131 ve d\u00fcped\u00fcz kaba ve adaletsiz hale geldi\u011fi bir noktaya ula\u015f\u0131rsa, onlar\u0131 \u201ckovmak\u201d yerine istediklerini vermek konusunda bir karar vermeniz gerekir.<\/p>\n\n

    Evet, ilkini se\u00e7mek sizden bir daha asla al\u0131\u015fveri\u015f yapmayacaklar\u0131 anlam\u0131na gelir, ancak sorunlu bir m\u00fc\u015fteriyi elde tutmak da ayn\u0131 derecede k\u00f6t\u00fc olabilir.<\/p>\n\n

    M\u00fc\u015fteri hizmetleri temsilcisi ve konu\u015fmac\u0131 Shep Hyken’in belirtti\u011fi gibi, “M\u00fc\u015fteri s\u0131n\u0131r\u0131 a\u015farsa , m\u00fc\u015fteriyi kovup kibarca g\u00f6ndermenin zaman\u0131 gelmi\u015f olabilir. K\u00f6t\u00fc bir m\u00fc\u015fteri morali bozabilir ve \u00e7al\u0131\u015fma ortam\u0131n\u0131 rahats\u0131z edebilir. M\u00fc\u015fteriye kar\u015f\u0131 durmayan ve \u00e7al\u0131\u015fanlar\u0131n\u0131 desteklemeyen bir y\u00f6neticinin de olumsuz bir etkisi olabilir.\u201d<\/p>\n\n

    M\u00fc\u015fterilerden ayr\u0131lmalar\u0131n\u0131 isterken atabilece\u011finiz baz\u0131 ad\u0131mlar \u015funlard\u0131r:<\/p>\n\n

    Birincisi, onlara sakinle\u015fmeleri i\u00e7in bir \u015fans vermek. Sakin ama kararl\u0131 bir ses tonuyla, k\u00f6t\u00fc dili veya eylemleri yumu\u015fatmalar\u0131 gerekti\u011fini ve davran\u0131\u015flar\u0131 devam ederse onlara yard\u0131m edemeyece\u011finizi s\u00f6yleyin.<\/p>\n\n

    Sakinle\u015fmeyi reddederlerse, kibarca ayr\u0131lmalar\u0131n\u0131 isteyin. Johnson’a g\u00f6re \u015f\u00f6yle \u015feyler s\u00f6yleyebilirsiniz:<\/p>\n\n

    Bay Jones, ben size kaba davranmad\u0131m, bu y\u00fczden bana kaba olman\u0131za gerek yok. Sakin olursan\u0131z size yard\u0131mc\u0131 olabilirim ama beni tehdit etmeye devam ederseniz yetkililere haber vermeliyim.<\/p>\n\n

    \u00d6z\u00fcr dilerim ama bu dili kullanmaya devam ederseniz sizden ma\u011fazay\u0131 terk etmenizi istemek zorunda kalaca\u011f\u0131m.<\/p>\n\n

    \u0130\u015fler ilerlerse, yetkilileri aray\u0131n. Ma\u011fazan\u0131z\u0131n prosed\u00fcrlerine ba\u011fl\u0131 olarak, al\u0131\u015fveri\u015f merkezi g\u00fcvenli\u011fini (varsa) bilgilendirebilir veya polisi dahil edebilirsiniz.<\/p>\n\n

  10. \n \u00d6fkeyi Yayma Al\u0131\u015ft\u0131rmas\u0131 Yap\u0131n<\/strong>\n <\/li>\n<\/br>\n

    Sinirli ve duygusal al\u0131\u015fveri\u015f yapanlarla sakin kalmak ve empati kurmak zor olabilir, ancak pratik yaparsan\u0131z i\u015finiz kolayla\u015fabilir. Bu nedenle Johnson, perakendecilere \u00f6fkeyi yayma konusunda rutin olarak e\u011fitim oturumlar\u0131 d\u00fczenlemelerini tavsiye ediyor.<\/p>\n\n

    \u201cPersonelinizi daha iyi haz\u0131rlamak i\u00e7in etkile\u015fimli rol oynamay\u0131 kullanmak iyi bir stratejidir. Ekip \u00fcyelerinin k\u0131zg\u0131n ve \u00fczg\u00fcn m\u00fc\u015fterilerle ba\u015fa \u00e7\u0131kma prati\u011fi yapabilmeleri i\u00e7in e\u011fitim oturumlar\u0131 ayarlay\u0131n\u201d diyor.<\/p>\n\n

    Bu t\u00fcr oturumlar\u0131 ki\u015fisel olarak y\u00f6neten Johnson, farkl\u0131 senaryolar\u0131 canland\u0131rd\u0131ktan sonra personel \u00fcyelerinin her zaman daha g\u00fc\u00e7l\u00fc ve rahat hissettiklerini payla\u015f\u0131yor. “Ne yapaca\u011f\u0131n\u0131z\u0131 veya s\u00f6yleyece\u011finizi – kafan\u0131zda – d\u00fc\u015f\u00fcnmek bir \u015feydir, ancak ger\u00e7ekten y\u00fcksek sesle ifade etmeniz ve yapman\u0131z gerekeni uygulaman\u0131z tamamen ba\u015fka bir \u015feydir.”<\/p>\n\n\n

  11. \n \u00c7al\u0131\u015fanlar\u0131n\u0131z\u0131 Unutmay\u0131n<\/strong>\n <\/li>\n<\/br>\n

    M\u00fc\u015fteri hizmetleri \u00e7abalar\u0131n\u0131z\u0131 destekleyebilecek sa\u011flam bir ekibiniz oldu\u011fundan emin olun. Bunu yapmak, \u00e7al\u0131\u015fanlar\u0131n\u0131z\u0131 yapt\u0131klar\u0131 s\u0131k\u0131 \u00e7al\u0131\u015fma i\u00e7in \u00f6d\u00fcllendirmek anlam\u0131na gelir.<\/p>\n\n

    \u201cPerakendede zor m\u00fc\u015fterilerle u\u011fra\u015fmak asla kolay de\u011fildir, \u00f6zellikle de m\u00fc\u015fterinin her zaman hakl\u0131 oldu\u011fu konusunda e\u011fitim ald\u0131ysan\u0131z. Finans Pal CEO’su ve Kurucu Orta\u011f\u0131 Jacob Dayan, “Y\u00fcksek gerilimli bir durumu azaltmak, \u00e7ok fazla sab\u0131r ve empati gerektirir ve ki\u015finin i\u015f tatminini veya genel mutlulu\u011funu bile etkileyebilir” diyor.<\/p>\n\n

    \u201c\u00c7al\u0131\u015fanlar\u0131 zor veya \u00f6fkeli m\u00fc\u015fterilerle etkili bir \u015fekilde ilgilenmeye te\u015fvik etmek, i\u015fyerinin genel moralini y\u00fckseltir ve daha y\u00fcksek m\u00fc\u015fteri hizmetleri standartlar\u0131n\u0131 zorlar. Bunu \u00f6d\u00fcl sistemleri uygulayarak, \u00e7al\u0131\u015fanlara sa\u011flanan faydalar sunarak, \u00fccretleri art\u0131rarak veya sadece \u00f6vg\u00fc vererek yapabilirsiniz.\u201d<\/p>\n\n

    Bonus: \u0130lk etapta sorunlar\u0131n ortaya \u00e7\u0131kmas\u0131n\u0131 \u00f6nlemenin en iyisi oldu\u011funu kabul edin.<\/p>\n\n

    Zor m\u00fc\u015fterilerle ba\u015fa \u00e7\u0131kmak i\u00e7in en iyi ne yap\u0131labilir? \u0130lk etapta bunlar\u0131n olmas\u0131n\u0131 \u00f6nlemeniz gerekmektedir. Nas\u0131l m\u0131?<\/p>\n\n<\/ol>\n

    Ma\u011fazan\u0131z\u0131 D\u00fczenli ve Yeterli Stoklu Tutun<\/h4>\n\n

    Ma\u011fazan\u0131z\u0131 d\u00fczenli tutmak, al\u0131\u015fveri\u015f yapanlar\u0131n konumunuzda gezinmesini ve ihtiya\u00e7 duyduklar\u0131 \u015feylere ula\u015fmas\u0131n\u0131 kolayla\u015ft\u0131r\u0131r. Bu da, onlara daha h\u0131zl\u0131 ve daha uygun bir ma\u011faza i\u00e7i deneyim sa\u011flar ve yard\u0131m isteme (veya talep etme) olas\u0131l\u0131\u011f\u0131n\u0131 azalt\u0131r.<\/p>\n\n

    Ayr\u0131ca, raflar\u0131n\u0131z\u0131n yeterince stokland\u0131\u011f\u0131ndan emin olun. Personelinize, azalan \u00fcr\u00fcnler i\u00e7in raflar\u0131n\u0131z\u0131 rutin olarak kontrol etmelerini s\u00f6yleyin, b\u00f6ylece hemen yenileyebilirler. Bunu yapmak, m\u00fc\u015fterilerin arad\u0131klar\u0131n\u0131 h\u0131zl\u0131 ve kolay bir \u015fekilde bulmalar\u0131na yard\u0131mc\u0131 olur, b\u00f6ylece onlar da siz de daha az rahats\u0131zl\u0131k hissedersiniz.<\/p>\n\n

    M\u00fc\u015fteri Hizmetlerini H\u0131zland\u0131r\u0131n<\/h4>\n\n

    M\u00fc\u015fterilerinize hizmet verirken personelinizin h\u0131z\u0131n \u00f6nemini bildi\u011finden emin olun. Al\u0131\u015fveri\u015f yapanlar\u0131n \u00e7o\u011fu son derece me\u015fguld\u00fcr ve beklemek i\u00e7in zamanlar\u0131 yoktur.<\/p>\n\n

    Kaliteden \u00f6d\u00fcn vermeden m\u00fc\u015fterilerinize nas\u0131l an\u0131nda hizmet verebilirsiniz?<\/p>\n\n\n

    Ek \u00e7al\u0131\u015fanlar i\u015fe al\u0131n:<\/h5>\n \n

    Ek yard\u0131m almak, en yo\u011fun sezonunuzda bile ma\u011fazan\u0131z\u0131n sorunsuz \u00e7al\u0131\u015fmas\u0131n\u0131 sa\u011flayabilir. \u0130yi bir personel-m\u00fc\u015fteri oran\u0131n\u0131z oldu\u011fundan emin olun, b\u00f6ylece kimseyi bekletmeyin. Sadece h\u0131zl\u0131 davranarak bir\u00e7ok s\u0131k\u0131nt\u0131y\u0131 \u00f6nleyebilirsiniz.<\/p>\n\n

    Daha fazla insan\u0131 i\u015fe alman\u0131n sadece ilk ad\u0131m oldu\u011funu unutmay\u0131n. Ayn\u0131 derecede \u00f6nemli olan, personelinizin iyi e\u011fitimli olmas\u0131n\u0131 sa\u011flamakt\u0131r. \u00c7al\u0131\u015fanlar\u0131n\u0131z\u0131 (\u00f6zellikle mevsimlik i\u015fe al\u0131mlar\u0131) ma\u011fazan\u0131z\u0131n giri\u015f ve \u00e7\u0131k\u0131\u015flar\u0131 hakk\u0131nda e\u011fitmek i\u00e7in ekstra zaman ay\u0131r\u0131n. M\u00fc\u015fterilerinizin do\u011fru \u00fcr\u00fcnleri kolayca bulabilmeleri i\u00e7in sat\u0131\u015f kat\u0131n\u0131z\u0131 ve deponuzu avucunun i\u00e7i gibi bilmelidirler.<\/p>\n\n

    Perakende teknolojisi de uzun bir yol kat ediyor, bu nedenle \u00e7al\u0131\u015fanlar\u0131n\u0131z\u0131n ekipmanlar\u0131n\u0131 ve perakende yaz\u0131l\u0131m\u0131n\u0131 nas\u0131l h\u0131zl\u0131 bir \u015fekilde \u00e7al\u0131\u015ft\u0131raca\u011f\u0131n\u0131 bildi\u011finden emin olun.<\/p>\n\n

    \u00d6demeyi H\u0131zland\u0131r\u0131n<\/h4>\n\n

    \u00d6deme alan\u0131nda da bir\u00e7ok m\u00fc\u015fteri sorunu ortaya \u00e7\u0131kabilir. Uzun hatlardan m\u00fckemmel olmayan \u00f6deme teknolojisine kadar, perakendecilerin sat\u0131\u015flar\u0131 tamamlama zaman\u0131 geldi\u011finde ortaya \u00e7\u0131kabilecek olas\u0131 sorunlar\u0131 \u00f6ng\u00f6rmesi ve \u00f6nlemesi gerekir. Tatillerde (ve sonras\u0131nda) \u00f6deme deneyimini iyile\u015ftirmek i\u00e7in atabilece\u011finiz birka\u00e7 ad\u0131m:<\/p>\n\n

    \n H\u0131zl\u0131 tu\u015flar\u0131 kullan\u0131n<\/strong>\n <\/h5>\n\n

    \u00c7o\u011fu modern POS sistemi , \u00fcr\u00fcnlerin kasada sat\u0131\u015fa eklenme \u015feklini h\u0131zland\u0131ran \u00fcr\u00fcn k\u0131sayollar\u0131 veya ekran d\u00fc\u011fmeleri sa\u011flar. Sisteminizde bu \u00f6zellik varsa, etkinle\u015ftirdi\u011finizden ve en pop\u00fcler \u00f6\u011felerinizi ekledi\u011finizden emin olun. Bu \u015fekilde, bir m\u00fc\u015fteri h\u0131zl\u0131 tu\u015flar d\u00fczeninize zaten dahil olan bir \u00fcr\u00fcn\u00fc sat\u0131n ald\u0131\u011f\u0131nda, \u00f6\u011feyi aramak zorunda kalmadan yaln\u0131zca bir d\u00fc\u011fmeye dokunarak onlar\u0131 alabilir.<\/p>\n\n

    Entegre \u00f6demeleri kullan\u0131n<\/h5>\n \n

    POS’unuzla entegre olan bir \u00f6deme \u00e7\u00f6z\u00fcm\u00fc kullanmak, \u00f6demeyi \u00e7ok daha h\u0131zl\u0131 hale getirir. Entegre \u00f6demeler, sat\u0131\u015flar\u0131n do\u011frudan POS’unuzdan kart okuyucunuza akmas\u0131n\u0131 sa\u011flar. Bu, i\u015flem bilgilerini kart okuyucuya manuel olarak girmeniz gerekmeyece\u011fi anlam\u0131na gelir, b\u00f6ylece sat\u0131\u015flar \u00e7ok daha h\u0131zl\u0131 i\u015flenir. Sadece bu de\u011fil, entegre \u00f6demeler insan hatas\u0131n\u0131 \u00f6nler ve daha g\u00fcvenlidir.<\/p>\n\n

    POS sat\u0131c\u0131n\u0131zla entegre olduklar\u0131 \u00f6deme i\u015flemcileri hakk\u0131nda konu\u015fun ve bunlar\u0131 i\u015finizde kullan\u0131p kullanamayaca\u011f\u0131n\u0131z\u0131 g\u00f6r\u00fcn.<\/p>\n\n

    Temass\u0131z \u00f6demeleri etkinle\u015ftirin<\/h5>\n\n

    Apple Pay gibi temass\u0131z \u00f6demeler kredi kartlar\u0131 kadar yayg\u0131n olmasa da, giderek artan say\u0131da t\u00fcketici bunlar\u0131 benimsiyor.
    Bu m\u00fc\u015fterilerin \u00e7o\u011funa hitap ediyorsan\u0131z, ma\u011fazan\u0131zda temass\u0131z \u00f6demeleri kabul etmeye ba\u015flay\u0131n. Bu \u015fekilde, insanlar kartlarla veya nakit parayla u\u011fra\u015fmak zorunda kalmayacak. <\/p>\n\n

    Kay\u0131tlar\u0131 ekleyin ve \u00f6deme deneyimini serbest b\u0131rak\u0131n<\/h5>\n\n

    Me\u015fgul oldu\u011funuzda her zaman yeni kay\u0131tlar a\u00e7maya haz\u0131r olun. \u00d6rne\u011fin, POS’unuz bir diz\u00fcst\u00fc bilgisayarda veya iPad’de \u00e7al\u0131\u015fabiliyorsa, s\u0131ralar \u00e7ok uzad\u0131\u011f\u0131nda h\u0131zl\u0131 bir \u015fekilde kasa a\u00e7abilmeniz i\u00e7in ma\u011fazan\u0131zda fazladan cihazlar olmas\u0131n\u0131 isteyeceksiniz.<\/p>\n\n

    Ev e\u015fyalar\u0131 ma\u011fazas\u0131 Borough Kitchen’\u0131n i\u015flerinde yapt\u0131\u011f\u0131 \u015fey budur. Kurucular David Caldana ve Justin Kowbel, “Yo\u011fun zamanlarda ba\u015fka bir iPad’i a\u00e7arak an\u0131nda yeni bir kasa ekleyebiliriz” diyor.<\/p>\n\n

    Ma\u011fazalar\u0131n\u0131zda da ayn\u0131 \u015feyi yapmay\u0131 d\u00fc\u015f\u00fcn\u00fcn. POS’unuzla fazladan iPad veya diz\u00fcst\u00fc bilgisayar donat\u0131n, b\u00f6ylece ma\u011fazalar\u0131n\u0131z kalabal\u0131kla\u015ft\u0131\u011f\u0131nda onlar\u0131 h\u0131zla d\u0131\u015far\u0131 \u00e7\u0131karabilirsiniz. Ve bir tablet kullan\u0131yorsan\u0131z, kasan\u0131n arkas\u0131nda s\u0131k\u0131\u015f\u0131p kalmak yerine, \u00f6deme deneyiminin zincirlerini kald\u0131rabilir ve ma\u011fazan\u0131n herhangi bir yerinden sat\u0131\u015flar\u0131 art\u0131rabilirsiniz.<\/p>\n\n

    Sonu\u00e7 olarak<\/h5>\n\n

    Zor m\u00fc\u015fterilerle ba\u015fa \u00e7\u0131kmak kolay de\u011fildir, ancak bir perakende ma\u011fazas\u0131 i\u015fletmekle birlikte gelir.Adler’in belirtti\u011fi gibi,<\/p>\n\n

    \n

    “K\u0131zg\u0131n m\u00fc\u015fteriler, bir i\u015fletmeyi y\u00f6netmenin en zorlu k\u0131s\u0131mlar\u0131ndan biridir, ancak do\u011fru bir \u015fekilde ele al\u0131nd\u0131\u011f\u0131nda, bu insanlar\u0131 ger\u00e7ekten en g\u00fc\u00e7l\u00fc savunucular\u0131n\u0131zdan biri haline getirebilirsiniz. Bir hatan\u0131n d\u00fczeltildi\u011finde m\u00fc\u015fterinin i\u015fine son derece sad\u0131k kald\u0131\u011f\u0131 ve bir\u00e7ok arkada\u015f\u0131na da tavsiye etti\u011fi \u00e7ok vaka da mevcuttur.\u201d<\/p>\n<\/blockquote>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

    Zor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r? Kan\u0131tlanm\u0131\u015f 11 \u0130pucu Zor m\u00fc\u015fterilerle ba\u015fa \u00e7\u0131kmak zor bir i\u015ftir, ancak birka\u00e7 \u00f6nemli ad\u0131m\u0131 izleyerek olumlu bir sonu\u00e7 g\u00f6rme \u015fans\u0131n\u0131z\u0131 b\u00fcy\u00fck \u00f6l\u00e7\u00fcde art\u0131rabilirsiniz. Bu yaz\u0131m\u0131zda de\u011finece\u011fimiz konular: Ho\u015f olmayan m\u00fc\u015fterilerle y\u00fczle\u015fmenize yard\u0131mc\u0131 olmak i\u00e7in uygulaman\u0131z gereken zihniyet Mutsuz m\u00fc\u015fterilerle etkile\u015fim kurarken kullan\u0131lacak kelimeler Zor m\u00fc\u015fteri durumlar\u0131n\u0131n ilk etapta ya\u015fanmas\u0131n\u0131 \u00f6nlemek […]<\/p>\n","protected":false},"author":1,"featured_media":11138,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[58],"tags":[],"class_list":["post-11136","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-musteri-deneyimi"],"yoast_head":"\nZor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r? 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