{"id":398710,"date":"2022-06-29T22:38:23","date_gmt":"2022-06-30T05:38:23","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=398710"},"modified":"2022-12-21T15:01:51","modified_gmt":"2022-12-21T15:01:51","slug":"feedback-to-improve-customer-service","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/feedback-to-improve-customer-service\/","title":{"rendered":"M\u00fc\u015fteri geri bildirim anketlerini kullanarak m\u00fc\u015fteri hizmetleri nas\u0131l geli\u015ftirilir?"},"content":{"rendered":"<h2><b><span>\u0130\u015fletmelerin neden m\u00fc\u015fteri hizmetleri geri bildirimi toplamas\u0131 gerekiyor?<\/span><\/b><\/h2>\n<p><span>&#8220;\u00dczg\u00fcn\u00fcm, bu bizim politikam\u0131z de\u011fil&#8230;&#8221;&nbsp;Bir m\u00fc\u015fteri hizmetleri g\u00f6revlisi sorununuzu \u00e7\u00f6zmek i\u00e7in herhangi bir \u015fey yapmad\u0131\u011f\u0131nda ne kadar sinirli hissediyorsunuz?&nbsp;Belki de s\u00fcrekli olarak y\u00f6neticileri ve onlar\u0131n y\u00f6neticilerini kovalayan t\u0131rmanma merdivenini t\u0131rmanmaya y\u00f6nlendiriliyorsunuz.&nbsp;Evet!&nbsp;Her g\u00fcn binlerce arayan bu sorunla kar\u015f\u0131 kar\u015f\u0131ya kal\u0131yor ve sonunda k\u00f6t\u00fc m\u00fc\u015fteri hizmetleri i\u00e7in \u015firketi su\u00e7lamaya ba\u015fl\u0131yor.<\/span><\/p>\n<p><span>\u0130nsanlar bir \u015fey i\u00e7in \u00f6deme yapt\u0131klar\u0131nda, \u015firketten daha iyi m\u00fc\u015fteri hizmeti beklerler.&nbsp;Bunu alamazlarsa, \u015firketin hizmetlerini kullanmay\u0131 b\u0131rak\u0131rlar.&nbsp;Basit bir deyi\u015fle, m\u00fc\u015fteri hizmetleri bir organizasyonu yapabilir veya bozabilir.&nbsp;Teknoloji geli\u015fti ve farkl\u0131 \u015firketler m\u00fc\u015fteri hizmetlerini geli\u015ftirmek ve h\u0131zland\u0131rmak i\u00e7in farkl\u0131 ileti\u015fim modlar\u0131 kullan\u0131yor.&nbsp;Ancak \u015firket, yan hizmet nedeniyle m\u00fc\u015fterilerini memnun edemedi\u011finde, organizasyonel b\u00fcy\u00fcmeye y\u0131k\u0131c\u0131 bir darbe vermesi gerekiyor.<\/span><\/p>\n<p><span>M\u00fc\u015fteri hizmetlerini geli\u015ftirmekle ilgilenen kurulu\u015flar, m\u00fc\u015fterileri ayd\u0131nlatmak i\u00e7in de\u011fi\u015ftirilmesi ve d\u00fczeltilmesi gereken bo\u015fluklar\u0131, zorluklar\u0131, sorunlar\u0131 veya hatalar\u0131 anlamak i\u00e7in \u00e7ok u\u011fra\u015f\u0131rlar.&nbsp;Geri bildirim yolunda y\u00fcr\u00fcmesi en zor i\u015flerden biri, hayal k\u0131r\u0131kl\u0131\u011f\u0131na u\u011fram\u0131\u015f m\u00fc\u015fterilerle resmi olarak ileti\u015fim kurmak ve onlardan geri bildirim g\u00f6ndermelerini istemektir.&nbsp;Pekala, h\u00fcsrana u\u011frayan m\u00fc\u015fterileriniz yaln\u0131zca size m\u00fc\u015fteri hizmetleriniz hakk\u0131nda bilgi veren veya size i\u00e7g\u00f6r\u00fc sa\u011flayanlar de\u011fil, bunun \u00f6tesindedir.&nbsp;Ancak kaliteli m\u00fc\u015fteri hizmetleri geri bildirimi toplamak i\u00e7in tek ihtiyac\u0131n\u0131z olan&nbsp;QuestionPro gibi&nbsp;&nbsp; kapsaml\u0131 bir&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/feedback-software\/\"><span>geri bildirim yaz\u0131l\u0131m\u0131d\u0131r .<\/span><\/a><\/p>\n<h2><strong><span>M\u00fc\u015fteri hizmetleri geri bildirimi y\u00fcr\u00fctme ad\u0131mlar\u0131<\/span><\/strong><\/h2>\n<p><span>Hangi i\u015fi y\u00fcr\u00fctt\u00fc\u011f\u00fcn\u00fcz \u00f6nemsizdir;&nbsp;ka\u00e7 y\u0131ld\u0131r \u00e7al\u0131\u015f\u0131yor olursan\u0131z olun, \u00f6nemli olan m\u00fc\u015fterilerinizin sizinle i\u015f yapmaktan mutlu ve memnun olmalar\u0131d\u0131r.&nbsp;Unutmay\u0131n, m\u00fc\u015fteriler bir \u015firketin can\u0131 ve kan\u0131d\u0131r;&nbsp;ister \u00fcr\u00fcn sat\u0131yor, ister hizmet sunuyor veya ikisinin bir kombinasyonunu yap\u0131yor olun, m\u00fc\u015fteri hizmetleri \u00f6nceli\u011finiz olmal\u0131d\u0131r.&nbsp;D\u00fcnyan\u0131n en iyi \u00fcr\u00fcn\u00fcn\u00fc sat\u0131yor olabilirsiniz, ancak m\u00fc\u015fterilerinize en iyi \u015fekilde davranmazsan\u0131z, alt \u00e7izgiyi \u00e7iziyorsunuz demektir.&nbsp;Aksine, ortalama bir \u00fcr\u00fcn sat\u0131yor olabilirsiniz, ancak ak\u0131llara durgunluk veren m\u00fc\u015fteri hizmetleri sa\u011fl\u0131yorsunuz, \u015fanslar, kurulu\u015funuzu karl\u0131l\u0131k ve refah yoluna sokmaktan daha fazlad\u0131r.<\/span><\/p>\n<h3><strong><span>1. Verimli bir hizmet geri bildirim program\u0131 olu\u015fturun<\/span><\/strong><\/h3>\n<p><span>Anketler t\u00fcm \u015fekil ve boyutlarda gelir, amac\u0131n\u0131za uygun bir anket olu\u015fturmak, geri bildirim kampanyan\u0131z\u0131 ba\u015flatmak i\u00e7in en iyi \u015feydir.&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/feedback-software\/\"><span>\u00c7evrimi\u00e7i geri bildirim yaz\u0131l\u0131m\u0131n\u0131<\/span><\/a><span>&nbsp;kullanarak geri bildirim anketine ki\u015fiselle\u015ftirilmi\u015f bir dokunu\u015f vermek&nbsp;her zaman i\u015fe yarar ve ola\u011fan\u00fcst\u00fc \u00f6zelliklerle dolu bir s\u00fcr\u00fckle ve b\u0131rak \u00e7evrimi\u00e7i anket olu\u015fturma arac\u0131n\u0131z oldu\u011funda m\u00fcmk\u00fcn olur.&nbsp;\u0130lgi \u00e7ekici ve sonu\u00e7 odakl\u0131 anketler olu\u015fturmak i\u00e7in iki kritik ipucu<\/span><\/p>\n<h4><b><span>\u0130pucu 1: Anketlerinizi ilgi \u00e7ekici hale getirin<\/span><\/b><\/h4>\n<p><span>Anketler bile m\u00fckemmel m\u00fc\u015fteri deneyimi sunar.&nbsp;Kat\u0131l\u0131mc\u0131lar zamanlar\u0131n\u0131 anketlerini doldurmak i\u00e7in harcamaya istekli olduklar\u0131nda, anketin anla\u015f\u0131lmas\u0131n\u0131n ve yan\u0131tlanmas\u0131n\u0131n kolay olmas\u0131n\u0131 beklerler.&nbsp;Karma\u015f\u0131k veya anla\u015f\u0131lmas\u0131 zor bir anket oran\u0131 ve belirsiz veya ger\u00e7ek\u00e7i olmayan cevaplar toplayacak;&nbsp;b\u00f6ylece, kay\u0131p oran\u0131n\u0131 art\u0131rmak.<\/span><\/p>\n<ul>\n<li><span>Anket uzunlu\u011funun \u00e7ok uzun olmad\u0131\u011f\u0131ndan emin olun.<\/span><\/li>\n<li><span>Ankette s\u0131n\u0131rl\u0131 ve mant\u0131kl\u0131 sorular var.<\/span><\/li>\n<li><span>T\u00fcm derecelendirme ve \u00f6l\u00e7ekleme sorular\u0131n\u0131 1&#8217;den 5&#8217;e veya 1&#8217;den 10&#8217;a kadar tutarl\u0131 tutun.<\/span><\/li>\n<li><span>D\u00fc\u015f\u00fck puan\u0131n negatif, y\u00fcksek puan\u0131n pozitif oldu\u011fundan emin olun.<\/span><\/li>\n<li><span>Tek bir yan\u0131t se\u00e7ene\u011fi ve birden \u00e7ok yan\u0131t se\u00e7ene\u011fi olan sorular\u0131 ak\u0131ll\u0131ca kullan\u0131n.<\/span><\/li>\n<\/ul>\n<p><span>Anketlerinizi yan\u0131tlayanlara g\u00f6ndermeden \u00f6nce test edin.<\/span><\/p>\n<h4><b><span>\u0130pucu 2: Boyunca tarafs\u0131z bir dil koruyun<\/span><\/b><\/h4>\n<p><span>Anketlerin dili \u00fczerinde \u00e7al\u0131\u015fmak \u00e7ok \u00f6nemlidir \u00e7\u00fcnk\u00fc anketlerin \u00f6nyarg\u0131l\u0131 tonunu kimse sevmez.<\/span><\/p>\n<ul>\n<li><span>\u0130stenmedikleri gibi y\u00f6nlendirici sorular sormay\u0131n ve yan\u0131tlayan\u0131 belirli bir \u015fekilde yan\u0131tlamaya zorlamay\u0131n veya manip\u00fcle etmeyin.&nbsp;\u00d6rnek: Servis uzmanlar\u0131m\u0131zla ileti\u015fim kurarken herhangi bir sorun mu ya\u015f\u0131yorsunuz?<\/span><\/li>\n<li><span>Yan\u0131tlayanlar\u0131 yine sizin lehinize yan\u0131t vermeye zorlayan y\u00fckl\u00fc sorular sormay\u0131n.&nbsp;\u00d6rnek: Bir arama s\u0131ras\u0131nda servis uzmanlar\u0131n\u0131 k\u00f6t\u00fcye kullan\u0131yor musunuz?<\/span><\/li>\n<li><span>Yan\u0131tlayan\u0131 ayn\u0131 anda iki sorunu yan\u0131tlamaya zorlayan \u00e7ift namlulu sorular sormay\u0131n.&nbsp;\u00d6rnek: M\u00fc\u015fteri hizmetlerimizden ve yan\u0131tlar\u0131ndan ne kadar memnunsunuz?<\/span><\/li>\n<li><span>\u0130nsanlar\u0131n kendilerini rahats\u0131z hissettikleri sorulara isteksizce cevap vermelerine yard\u0131mc\u0131 olaca\u011f\u0131ndan, anket cevap se\u00e7eneklerinize \u201cYan\u0131tlamamay\u0131 tercih et\u201d se\u00e7ene\u011fini eklemek iyi bir fikirdir.<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.questionpro.com\/survey-templates\/service-evaluation-surveys\/\"><strong><span>\u00dccretsiz m\u00fc\u015fteri hizmetleri geri bildirim anketi \u015fablonlar\u0131m\u0131z\u0131 ke\u015ffedin<\/span><\/strong><\/a><\/p>\n<h3><strong><span>2. M\u00fc\u015fteri hizmetleri geri bildirim verilerini analiz edin<\/span><\/strong><\/h3>\n<p><span>Anket a\u015famas\u0131n\u0131 tamamlad\u0131ktan sonra s\u0131ra, y\u0131\u011f\u0131lm\u0131\u015f geri bildirimleri analiz etmeye gelir.&nbsp;Ka\u00e7 m\u00fc\u015fterinin benzer g\u00f6r\u00fc\u015flere sahip oldu\u011funu, ka\u00e7 m\u00fc\u015fterinin memnun oldu\u011funu ve iyile\u015ftirilmesi gereken alanlar\u0131 anlamak i\u00e7in derledi\u011finiz t\u00fcm verileri derinlemesine incelemeniz gerekir.<\/span><\/p>\n<h4><b><span>Niteliksel ve niceliksel verileri ay\u0131r\u0131n<\/span><\/b><\/h4>\n<p><span>Analize ba\u015flad\u0131\u011f\u0131n\u0131zda, ilgilenmeniz gereken iki t\u00fcr veri oldu\u011funu g\u00f6receksiniz.<\/span><\/p>\n<p><strong><span>Tip 1:<\/span><\/strong><span>&nbsp;Rakamlar veya say\u0131larla verilen yan\u0131tlar&nbsp;<\/span><b><span>nicel verileri temsil eder.&nbsp;<\/span><\/b><span>Bu veriler genellikle, yan\u0131tlayanlardan hizmetlerinizi 1 ila 5 aras\u0131nda derecelendirmelerini istedi\u011finiz derecelendirme veya NPS sorular\u0131 arac\u0131l\u0131\u011f\u0131yla olu\u015fturulur. Nicel veriler, m\u00fc\u015fteri g\u00f6r\u00fc\u015flerinizi belirtir ve harika bir \u00e7evrimi\u00e7i anket arac\u0131, gereksinimlerinize g\u00f6re nicel verileri ay\u0131rman\u0131za yard\u0131mc\u0131 olur.&nbsp;Ayr\u0131ca verileri indirebilir, grafikler, \u0131s\u0131 haritas\u0131 olu\u015fturabilir, raporlar derleyebilir ve analizi ekibinizle payla\u015fabilirsiniz.<\/span><\/p>\n<p><strong><span>Tip 2:<\/span><\/strong><b><span>&nbsp;Metin veya yorum \u015feklindeki yan\u0131tlar nitel verileri&nbsp;<\/span><\/b><span>temsil eder .&nbsp;<\/span><span>Metinsel veriler oldu\u011fundan, her bir yan\u0131tlay\u0131c\u0131 taraf\u0131ndan verilen a\u00e7\u0131klamalar farkl\u0131d\u0131r, bu do\u011frudan ve zaman zaman a\u00e7\u0131k olabilir.&nbsp;Niteliksel bilgiler, davran\u0131\u015f\u0131, beklentileri, ihtiya\u00e7lar\u0131, deneyimi ve kullan\u0131m durumlar\u0131n\u0131 a\u00e7\u0131klamak i\u00e7in sordu\u011funuz sorular arac\u0131l\u0131\u011f\u0131yla toplan\u0131r.&nbsp;Dahili bir metin analizi se\u00e7ene\u011fine sahip&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/feedback-software\/\"><span>\u00e7evrimi\u00e7i geri bildirim yaz\u0131l\u0131m\u0131<\/span><\/a><span>&nbsp;olan QuestionPro&#8217;yu kullanmay\u0131 deneyin .&nbsp;Raporlar olu\u015fturmak, grafikler olu\u015fturmak, i\u00e7g\u00f6r\u00fcler elde etmek ve kal\u0131plar\u0131 veya e\u011filimleri g\u00f6stermek i\u00e7in metin verilerini derleyebilir, kategorilere ay\u0131rabilir ve analiz edebilir.<\/span><\/p>\n<p><span>Anket sonu\u00e7lar\u0131 bir\u00e7ok bi\u00e7imde ve \u015fekilde olabilir.&nbsp;Bir yan\u0131t \u00e7\u00f6z\u00fclmemi\u015f bir sorundan bahsediyorsa, daha fazla t\u0131rmanmay\u0131 \u00f6nlemek i\u00e7in bunu taktik yan\u0131t olarak i\u015faretleyin.&nbsp;Bunun d\u0131\u015f\u0131nda, bir anket yan\u0131t\u0131 iyile\u015ftirmeye y\u00f6nelik bir g\u00f6r\u00fc\u015f veya \u00f6neri sunuyorsa, bunu olas\u0131 de\u011fi\u015fiklikler listesine eklemeyi unutmay\u0131n.<\/span><\/p>\n<h3><strong><span>3. Geri bildirim raporuna g\u00f6re hareket edin<\/span><\/strong><\/h3>\n<p><span>M\u00fc\u015fteri hizmetleri geri bildirimine g\u00f6re hareket etmek, her zaman orada olan olumsuzlar\u0131 de\u011fi\u015ftirmek gibi de\u011fildir.&nbsp;Bunun yerine, m\u00fc\u015fterilerinizi ilk etapta neden memnun edemedi\u011finizi veya nas\u0131l geli\u015ftirebilece\u011finizi \u00f6\u011frenmeye hevesli olmak gibidir&nbsp;<\/span><b><span>.&nbsp;<\/span><\/b><span>M\u00fc\u015fterilerinizden ald\u0131\u011f\u0131n\u0131z geri bildirimleri ve kaliteli geri bildirimleri sahiplenmek, kurulu\u015funuzdaki m\u00fc\u015fteri hizmetlerinin s\u00fcrekli iyile\u015ftirilmesine y\u00f6nelik ilk ad\u0131md\u0131r.&nbsp;Buradaki anahtar, anketlerden elde etti\u011finiz girdilere veya i\u00e7g\u00f6r\u00fclere g\u00f6re hareket etmektir, bunu yapmazsan\u0131z, m\u00fc\u015fterilerinizi ve iyile\u015ftirmeye hevesli m\u00fc\u015fteri hizmetleri personelinizi cayd\u0131rmak i\u00e7in ayn\u0131 k\u0131s\u0131r d\u00f6ng\u00fcy\u00fc tekrarl\u0131yorsunuz.&nbsp;M\u00fc\u015fteri hizmetleri geri bildirim raporunuza g\u00f6re karar verirken g\u00f6z \u00f6n\u00fcnde bulundurman\u0131z gereken en \u00f6nemli fakt\u00f6rler \u015funlard\u0131r:<\/span><\/p>\n<ul>\n<li><b><span>M\u00fc\u015fterilerin en \u00e7ok neye de\u011fer verdi\u011fini belirleyin<\/span><\/b><\/li>\n<\/ul>\n<p><span>Bir anket y\u00f6neticisi olarak, m\u00fc\u015fterilerin kendileri i\u00e7in de \u00f6nemli oldu\u011funu d\u00fc\u015f\u00fcnd\u00fcklerini anlamak sizin i\u015finiz.&nbsp;Bir\u00e7ok m\u00fc\u015fteri benzer g\u00f6r\u00fc\u015flere sahipse, \u00fcr\u00fcn veya hizmetinizde acilen ele al\u0131nmas\u0131 gereken kritik bir unsurun eksik oldu\u011funun bir g\u00f6stergesidir.&nbsp;Geri bildirim anketindeki \u00f6nemli sonu\u00e7lar\u0131 ve e\u011filimleri detayland\u0131ran bir Y\u00f6netim Bilgileri (MI) raporu haz\u0131rlay\u0131n.<\/span><\/p>\n<ul>\n<li><b><span>K\u00f6k nedenini tan\u0131mlay\u0131n<\/span><\/b><\/li>\n<\/ul>\n<p><span>Hizmetten ka\u00e7 m\u00fc\u015fterinin memnun oldu\u011fu \u00f6nemli de\u011fil;&nbsp;iyile\u015ftirme i\u00e7in her zaman yeterli alan vard\u0131r.&nbsp;M\u00fc\u015fteri deneyimi ile m\u00fc\u015fteri hizmetinizin durumu aras\u0131ndaki bo\u015fluklar\u0131 belirlemek i\u00e7in geri bildirimi analiz etmeniz gerekir.&nbsp;Bu t\u00fcr bir analiz, m\u00fc\u015fteri memnuniyetsizli\u011fine yol a\u00e7an ince nedenleri ve derhal d\u00fczeltilmesi gereken neyin yanl\u0131\u015f gitti\u011fini size sa\u011flayacakt\u0131r.&nbsp;De\u011fi\u015fiklik \u00f6nermenin en iyi yolu, ki\u015filiklere de\u011fil s\u00fcrece odaklanmakt\u0131r.&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/feedback-software\/client-feedback-software.html\"><span>M\u00fc\u015fteri geri bildirim anketini<\/span><\/a><span>&nbsp;bireysel m\u00fc\u015fteri hizmetleri ekibini analiz etmek i\u00e7in de\u011fil, s\u00fcreci de\u011fi\u015ftirmek i\u00e7in&nbsp;y\u00fcr\u00fctt\u00fc\u011f\u00fcn\u00fcz\u00fc unutmay\u0131n .<\/span><\/p>\n<ul>\n<li><b><span>Geri bildirimi herkesle ileti\u015fim kurun<\/span><\/b><\/li>\n<\/ul>\n<p><span>Geri bildirim anketi, organizasyonu yapma veya bozma potansiyeline sahip oldu\u011fundan, \u015firketin en gayretli \u00f6zelli\u011fidir.&nbsp;Bu nedenle, geribildirim analizi raporunun, ilgili her payda\u015fa ula\u015fan organizasyon boyunca akmas\u0131 gerekir.&nbsp;M\u00fc\u015fteri hizmetleri ekibiyle do\u011frudan veya dolayl\u0131 olarak ili\u015fkili olan herkese ula\u015fmak i\u00e7in mevcut t\u00fcm ara\u00e7lar\u0131 kullan\u0131n, iyile\u015ftirme alanlar\u0131n\u0131 da anlamalar\u0131 gerekti\u011finden, \u00fcr\u00fcn geli\u015ftirme ekibini bile bo\u015f b\u0131rakmaz.&nbsp;MI&#8217;y\u0131 y\u00f6netim ekibiyle s\u0131n\u0131rl\u0131 tutmay\u0131n;&nbsp;Raporu herkesin bilmesi gerekiyor.&nbsp;\u0130nsanlar\u0131n \u015firket hakk\u0131nda neyi sevdiklerini, m\u00fc\u015fteri hizmetlerini nas\u0131l de\u011ferlendirdiklerini, m\u00fc\u015fteri hizmetlerinden memnun olan ve olmayanlar\u0131n y\u00fczdesini ve m\u00fc\u015fteri hizmetlerini iyile\u015ftirmek i\u00e7in ne yap\u0131lmas\u0131 gerekti\u011fini belirterek raporu olabildi\u011fince basit tutun.<\/span><\/p>\n<ul>\n<li><b><span>M\u00fc\u015fteri hizmetleri geri bildirim raporunu KPI olarak kullan\u0131n<\/span><\/b><\/li>\n<\/ul>\n<p><span>Temsil edilen ve analiz edilen geri bildirim, m\u00fc\u015fteri hizmetleri ekibinin daha iyi hizmetler sunmadaki ba\u015far\u0131s\u0131 i\u00e7in hayati \u00f6l\u00e7\u00fcmleri temsil eder.&nbsp;\u0130\u00e7g\u00f6r\u00fc odakl\u0131 bir yakla\u015f\u0131m, m\u00fc\u015fteri hizmetleri ekibinin kat\u0131l\u0131m\u0131 i\u00e7in KPI&#8217;lar\u0131 uygulaman\u0131n en iyi yoludur.&nbsp;Geri bildirime g\u00f6re hareket etmenin en \u00f6nemli yollar\u0131ndan biri, \u00fcst\u00fc kapal\u0131 bir hesap verebilirlik ortam\u0131 olu\u015fturmakt\u0131r.<\/span><\/p>\n<p><span>Anket, m\u00fc\u015fteri hizmetleri uzmanlar\u0131n\u0131 analiz etmeyi ama\u00e7layan sorular\u0131 i\u00e7erir ve geri bildirim verileri, ekibin m\u00fc\u015fterileri memnun etmek i\u00e7in iyi performans g\u00f6sterip g\u00f6stermedi\u011fine dair kesin bilgiler sa\u011flar.&nbsp;Geri bildirimi KPI olarak kullanmak i\u00e7in do\u011fru fikirlerden biri, m\u00fc\u015fteri hizmetleri ortam\u0131n\u0131n dahili performans \u00f6l\u00e7\u00fcmlerinde yerle\u015fik m\u00fc\u015fteri hedeflerini tan\u0131tmakt\u0131r.<\/span><\/p>\n<ul>\n<li><b><span>De\u011fi\u015fikli\u011fi planlay\u0131n ve uygulay\u0131n<\/span><\/b><\/li>\n<\/ul>\n<p><span>B\u00fcy\u00fcmeyi y\u00f6nlendirmeye ve m\u00fc\u015fteri hizmetleri ekibinin ba\u015far\u0131s\u0131n\u0131 kolayla\u015ft\u0131rmaya odaklanan daha iyi karar vermenin bir sonucu olarak, m\u00fc\u015fteri geri bildirimlerini dikkate alarak bir de\u011fi\u015fim plan\u0131 olu\u015fturmak ilkeldir.&nbsp;Geri bildirim anketini ger\u00e7ekle\u015ftirdi\u011finizde, raporu analiz etti\u011finizde, bir MI olu\u015fturdu\u011funuzda ve bunu herkesle payla\u015ft\u0131\u011f\u0131n\u0131zda, de\u011fi\u015fikli\u011fi uygulama zaman\u0131 geldi &#8211; ertelemek hi\u00e7bir zaman bir se\u00e7enek olmad\u0131.&nbsp;Belli bir dereceye kadar risk, cesaret, \u00e7ok \u00e7al\u0131\u015fma ve biraz rahats\u0131zl\u0131k, de\u011fi\u015fikli\u011fi planlaman\u0131n ve uygulaman\u0131n anahtar\u0131d\u0131r.<\/span><\/p>\n<ul>\n<li><span>Hedeflere odaklanarak iyile\u015ftirilmesi gereken alanlar\u0131 belirleyin.&nbsp;Ayn\u0131 zamanda s\u00fcreci kolayla\u015ft\u0131ran kaynaklar\u0131 ve bireyleri de i\u00e7erir.<\/span><\/li>\n<li><span>Bir de\u011fi\u015fikli\u011fi planlamadan \u00f6nce g\u00fcvene al\u0131nmas\u0131 gereken birka\u00e7 hiyerar\u015fi katman\u0131 olabilir.&nbsp;Beklentilerini anlamak ve onlar\u0131 plana dahil etmek, yelpazede ilerlemenin en iyi yoludur.<\/span><\/li>\n<li><span>Plan\u0131, rotaya yay\u0131lm\u0131\u015f kilometre ta\u015flar\u0131 ve hedefe ula\u015fmak i\u00e7in gereken s\u00fcre ile bir yol haritas\u0131 olarak ele al\u0131n.&nbsp;Program\u0131n \u00e7ok ad\u0131ml\u0131 bir s\u00fcre\u00e7 oldu\u011fundan ve ani bir sapma olmad\u0131\u011f\u0131ndan emin olun.&nbsp;Bu nedenle, \u00e7al\u0131\u015fan e\u011fitimi, m\u00fc\u015fteri odakl\u0131 metriklerin tan\u0131t\u0131lmas\u0131 vb. gibi net ad\u0131mlar ve \u00f6l\u00e7\u00fclebilir hedeflerle de\u011fi\u015fimin haritas\u0131n\u0131 \u00e7\u0131kar\u0131n.<\/span><\/li>\n<li><span>Plan\u0131 daha kapsay\u0131c\u0131 hale getirmek i\u00e7in yinelemeleri kabul edin ve \u00f6nerileri uygulay\u0131n.&nbsp;Herkesin ayn\u0131 sayfada olmas\u0131 i\u00e7in ba\u011f\u0131ml\u0131l\u0131klar\u0131 etkileme riski, b\u00fct\u00e7eyle ilgili riskler ve yat\u0131r\u0131m getirisi hakk\u0131nda herkesin bilgi sahibi olmas\u0131n\u0131 sa\u011flay\u0131n.<\/span><\/li>\n<li><span>Plan\u0131n\u0131z\u0131 g\u00f6zden ge\u00e7irin, ilave beklentilere uyacak \u015fekilde g\u00f6zden ge\u00e7irin ve m\u00fc\u015fteri hizmetinizin gelecekte m\u00fc\u015fteri beklentilerini a\u015fmas\u0131 i\u00e7in s\u00fcrekli olarak do\u011fa\u00e7lama yap\u0131n.<\/span><\/li>\n<\/ul>\n<p><span>Bir geri bildirim anketi yap\u0131yorsan\u0131z, size hem iyi hem de k\u00f6t\u00fc geri bildirim sa\u011flayacakt\u0131r.&nbsp;Yararl\u0131 yap\u0131c\u0131 geri bildirim, yaln\u0131zca hangi konularda iyi oldu\u011funuzu ortaya \u00e7\u0131karmakla kalmayacak, ayn\u0131 zamanda hangi alanlarda daha iyi olabilece\u011finizi de g\u00f6sterecektir.&nbsp;Art\u0131k iyi oldu\u011funuz \u015feyleri ve iyile\u015ftirilmesi gereken alanlar\u0131 g\u00f6rd\u00fc\u011f\u00fcn\u00fcze g\u00f6re, geri bildirim i\u00e7g\u00f6r\u00fclerini dikkate alarak de\u011fi\u015fimi uygulaman\u0131n tam zaman\u0131.<\/span><\/p>\n<p><span>Kapsaml\u0131 analitik \u00f6zelliklere sahip m\u00fckemmel bir&nbsp;<\/span><a href=\"https:\/\/www.questionpro.com\/feedback-software\/\"><span>\u00e7evrimi\u00e7i geri bildirim arac\u0131<\/span><\/a><span>&nbsp;, geri bildirimin her iki taraf\u0131n\u0131 da analiz etmenize yard\u0131mc\u0131 olacakt\u0131r.&nbsp;Buna g\u00f6re, m\u00fc\u015fteri hizmetlerinin hem olumlu hem de olumsuz taraf\u0131n\u0131 iyile\u015ftirmek i\u00e7in bir plan bulman\u0131z gerekiyor ve yak\u0131nda, m\u00fc\u015fteri d\u00f6ng\u00fcs\u00fcn\u00fcn her d\u00fczeyinde m\u00fc\u015fteri memnuniyetini art\u0131rmay\u0131 ama\u00e7layan en y\u00fcksek kalitede m\u00fc\u015fteri hizmeti sunacaks\u0131n\u0131z.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0130\u015fletmelerin neden m\u00fc\u015fteri hizmetleri geri bildirimi toplamas\u0131 gerekiyor? &#8220;\u00dczg\u00fcn\u00fcm, bu bizim politikam\u0131z de\u011fil&#8230;&#8221;&nbsp;Bir m\u00fc\u015fteri hizmetleri g\u00f6revlisi sorununuzu \u00e7\u00f6zmek i\u00e7in herhangi [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":350561,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[239],"tags":[],"class_list":{"0":"post-398710","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-musteri-deneyimi","8":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri geri bildirim anketlerini kullanarak m\u00fc\u015fteri hizmetleri nas\u0131l geli\u015ftirilir? | QuestionPro<\/title>\n<meta name=\"description\" content=\"\u0130\u015fletmelerin neden m\u00fc\u015fteri 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