{"id":793144,"date":"2022-06-28T09:00:28","date_gmt":"2022-06-28T09:00:28","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-hizmetleri-sureci-nedir-ve-nasil-uygulanir\/"},"modified":"2022-06-28T09:00:28","modified_gmt":"2022-06-28T09:00:28","slug":"musteri-hizmetleri-sureci-nedir-ve-nasil-uygulanir","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/musteri-hizmetleri-sureci-nedir-ve-nasil-uygulanir\/","title":{"rendered":"M\u00fc\u015fteri Hizmetleri S\u00fcreci: Nedir ve nas\u0131l uygulan\u0131r?"},"content":{"rendered":"<span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">3<\/span> <span class=\"rt-label rt-postfix\">minutes read<\/span><\/span><p>Giderek ki\u015fiselle\u015fen ve daha talepk\u00e2r m\u00fc\u015fteri adaylar\u0131n\u0131n oldu\u011fu bir d\u00fcnyada, m\u00fc\u015fteri hizmetleri s\u00fcreci bu beklentileri kar\u015f\u0131lamak i\u00e7in elzem hale geliyor. Bu nedenle, bu metodoloji hakk\u0131nda bilmeniz gereken her \u015feyi \u00f6\u011frenece\u011finiz ve daha memnun ve sad\u0131k m\u00fc\u015fteriler olu\u015fturmak i\u00e7in i\u015finizde uygulamaya ba\u015flamak i\u00e7in baz\u0131 fikirler bulaca\u011f\u0131n\u0131z bu k\u0131sa makaleyi olu\u015fturduk.<\/p>\n<p>Temel bilgilerle ba\u015flayal\u0131m:<\/p>\n<h2>M\u00fc\u015fteri Hizmetleri S\u00fcreci Nedir?<\/h2>\n<p>M\u00fc\u015fteri Hizmetleri S\u00fcreci, markam\u0131z\u0131n sundu\u011fu \u00e7\u00f6z\u00fcmlerden veya \u00fcr\u00fcnlerden herhangi birini edinmekle ilgilenen ki\u015filerin memnuniyetini garanti alt\u0131na almak i\u00e7in y\u00fcr\u00fct\u00fclen bir dizi ad\u0131m ve \u00f6nlemlere verilen add\u0131r.<\/p>\n<p>Bu t\u00fcr bir s\u00fcre\u00e7 genellikle, i\u015fletme y\u00f6neticilerinin <a href=\"https:\/\/usqa.questionpro.com\/blog\/consumer-behavior-definition\/\">t\u00fcketici davran\u0131\u015flar\u0131n\u0131<\/a> daha iyi anlamalar\u0131na ve beklentilerinin kar\u015f\u0131lanmas\u0131n\u0131 garanti alt\u0131na alan eylemler olu\u015fturmalar\u0131na yard\u0131mc\u0131 olmak i\u00e7in \u00e7e\u015fitli metodolojileri ve teknolojileri kapsar.<\/p>\n<p>Bu t\u00fcr bir de\u011ferlendirmeyi daha verimli ve basit bir \u015fekilde y\u00fcr\u00fctmek i\u00e7in \u00f6nemli bir ara\u00e7  <a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener\">M\u00fc\u015fteri Yolculu\u011fu<\/a>&#8216;yi h\u0131zl\u0131 bir \u015fekilde g\u00f6rselle\u015ftirmenizi sa\u011flayacakt\u0131r.  <a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-touchpoints\/\">m\u00fc\u015fteri temas noktalar\u0131<\/a>  ve her birinin geli\u015fimine odaklanan bir s\u00fcre\u00e7 olup olmad\u0131\u011f\u0131n\u0131 belirleyin.<\/p>\n<h2>M\u00fc\u015fteri Hizmetleri S\u00fcrecinin \u00d6nemi<\/h2>\n<p>M\u00fc\u015fterilerle olan ili\u015fki, faturaland\u0131rmay\u0131 art\u0131rmaya veya herhangi bir hedefinize ula\u015fmaya \u00e7al\u0131\u015f\u0131rken genellikle dikkate al\u0131nmayan bir b\u00f6l\u00fcmd\u00fcr. Bununla birlikte, bir m\u00fc\u015fterinin \u015firketimizden bir \u00fcr\u00fcn sat\u0131n al\u0131rken, \u00f6ncesinde ve sonras\u0131nda ortaya \u00e7\u0131kan rahats\u0131zl\u0131klar\u0131 veya endi\u015feleri \u00e7\u00f6zen etkili bir hizmetten daha fazla de\u011fer verdi\u011fi bir \u015fey yoktur.<\/p>\n<p>Bu nedenle standartla\u015ft\u0131r\u0131lm\u0131\u015f bir s\u00fcre\u00e7 olu\u015fturmak, kurulu\u015funuzda bu t\u00fcr beklentileri kar\u015f\u0131layacak temelleri atman\u0131za ve olumlu bir deneyimi garanti alt\u0131na almak i\u00e7in m\u00fc\u015fterilerle etkile\u015fime girerken izlenecek yolu \u00e7izmenize olanak tan\u0131r.<\/p>\n<p>Bu, ekibinizin moralinin y\u00fckselmesinden, d\u00f6n\u00fc\u015f\u00fcm ve elde tutma d\u00fczeyi sayesinde cironuzun artmas\u0131na kadar bir\u00e7ok do\u011frudan ve dolayl\u0131 fayday\u0131 beraberinde getirir.<\/p>\n<p><a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-service\/\">M\u00fc\u015fteri hizmetlerinin<\/a> bir s\u00fcre\u00e7le desteklenmesinin di\u011fer faydalar\u0131 \u015funlard\u0131r:<\/p>\n<ul>\n<li>Marka alg\u0131s\u0131n\u0131 iyile\u015ftirin<\/li>\n<li>M\u00fc\u015fteri yorum sitelerindeki varl\u0131\u011f\u0131n\u0131z\u0131 ve puan\u0131n\u0131z\u0131 iyile\u015ftirin<\/li>\n<li>Destek\u00e7iler taraf\u0131ndan a\u011f\u0131zdan a\u011f\u0131za pazarlamay\u0131 te\u015fvik edin<\/li>\n<li>M\u00fc\u015fteri tutma oran\u0131n\u0131z\u0131 art\u0131r\u0131n<\/li>\n<li>Faturaland\u0131rmay\u0131 art\u0131r\u0131n ve \u00fcst sat\u0131\u015f ve \u00e7apraz sat\u0131\u015f\u0131 kolayla\u015ft\u0131r\u0131n<\/li>\n<li>Daha iyi m\u00fc\u015fteri memnuniyeti<\/li>\n<\/ul>\n<h2>M\u00fc\u015fteri Hizmetleri S\u00fcrecinizi olu\u015fturmak veya iyile\u015ftirmek i\u00e7in ad\u0131mlar<\/h2>\n<p>\u015eirketiniz i\u00e7in bir m\u00fc\u015fteri hizmetleri s\u00fcreci olu\u015fturmak i\u00e7in, sekt\u00f6r\u00fcn\u00fcze ve sundu\u011funuz hizmetlere ba\u011fl\u0131 olarak de\u011fi\u015febilecek ihtiya\u00e7lar ve hedefler hakk\u0131nda d\u00fc\u015f\u00fcnmeniz gerekir, ancak m\u00fc\u015fterilerinize nas\u0131l hizmet verildi\u011fini s\u00fcrekli olarak izleme ve iyile\u015ftirme s\u00fcrecini garanti alt\u0131na almak i\u00e7in izleyebilece\u011finiz belirli ad\u0131mlar vard\u0131r.<\/p>\n<h3>1- Mevcut s\u00fcrecinizi de\u011ferlendirin<\/h3>\n<p>Mevcut bir s\u00fcreciniz varsa, bunu de\u011ferlendirmek ve yeniden in\u015fa edilmesi veya s\u0131f\u0131rdan ba\u015flanmas\u0131 gerekip gerekmedi\u011fini belirlemek en iyisidir. Bunu, her a\u015famay\u0131 ayr\u0131 ayr\u0131 analiz ederek ve sundu\u011funuz <a href=\"https:\/\/usqa.questionpro.com\/blog\/service-quality\/\">hizmetin kalitesi<\/a> \u00fczerindeki etkisini belirleyerek yapabilirsiniz.<\/p>\n<ul>\n<li>Bunun m\u00fc\u015fterilerimizin ya\u015fad\u0131\u011f\u0131 deneyim \u00fczerinde do\u011frudan bir etkisi var m\u0131?<\/li>\n<li>Sonu\u00e7la do\u011frudan ili\u015fkili eylemler var m\u0131?<\/li>\n<li>\u0130nsan zaman\u0131na yap\u0131lan yat\u0131r\u0131m, elde edilen faydalarla birlikte anlaml\u0131 m\u0131?<\/li>\n<li>Bunu daha verimli hale getirebilecek herhangi bir metodoloji veya platform var m\u0131?<\/li>\n<\/ul>\n<p>Bunlar mevcut plan\u0131n\u0131z\u0131 de\u011ferlendirirken kendinize sorabilece\u011finiz sorulardan sadece baz\u0131lar\u0131d\u0131r, kendinize kar\u015f\u0131 d\u00fcr\u00fcst olman\u0131z ve cevaplar\u0131n\u0131z\u0131 destekleyecek verilere sahip olman\u0131z, hangi par\u00e7alar\u0131 tutaca\u011f\u0131n\u0131za ve hangilerini de\u011fi\u015ftirece\u011finize karar verirken anahtar olacakt\u0131r.<\/p>\n<h3>2- Hedeflerinizi ve KPI&#8217;lar\u0131n\u0131z\u0131 belirleyin<\/h3>\n<p>Her s\u00fcre\u00e7, performans\u0131n\u0131n de\u011ferlendirilmesine olanak tan\u0131yan net hedeflere ve \u00f6l\u00e7\u00fctlere ihtiya\u00e7 duyar. M\u00fc\u015fteri Hizmetleri alan\u0131nda, m\u00fc\u015fteri hizmetleri s\u00fcrecinizin her a\u015famas\u0131ndaki ba\u015far\u0131s\u0131zl\u0131klar\u0131 ve f\u0131rsatlar\u0131 tespit ederken \u00e7ok yararl\u0131 olabilecek bir\u00e7ok KPI vard\u0131r.<\/p>\n<p>Bu KPI&#8217;lar sekt\u00f6re g\u00f6re de\u011fi\u015febilir, ancak bunlar \u00e7o\u011fu \u015firket taraf\u0131ndan en \u00e7ok kullan\u0131lanlardan sadece baz\u0131lar\u0131d\u0131r:<br \/>\nM\u00fc\u015fteri Memnuniyet Puan\u0131 (CSAT):<\/p>\n<ul>\n<li><a href=\"https:\/\/www.questionpro.com\/nps-calculator\/\">Net Tavsiye Skoru<\/a><\/li>\n<li>M\u00fc\u015fteri \u00c7aba Puan\u0131 (CES)<\/li>\n<li><a href=\"https:\/\/usqa.questionpro.com\/blog\/customer-retention-rate\/\">M\u00fc\u015fteri Elde Tutma Oran\u0131<\/a><\/li>\n<li>ROI<\/li>\n<li><a href=\"https:\/\/usqa.questionpro.com\/blog\/time-to-resolution\/\">\u00c7\u00f6z\u00fcme Ula\u015fma S\u00fcresi<\/a> (TTR)<\/li>\n<\/ul>\n<p>\u00c7o\u011funun arkas\u0131nda belirli metodolojiler vard\u0131r, bu nedenle onlar\u0131 anlamak ve onlardan \u00f6\u011frenmek, m\u00fc\u015fteri hizmetleri s\u00fcreciniz i\u00e7in en uygun olanlar\u0131 se\u00e7menize olanak sa\u011flayacakt\u0131r.<\/p>\n<h3>3- Do\u011fru platformlar\u0131 ve yaz\u0131l\u0131m\u0131 se\u00e7in<\/h3>\n<p>Bu i\u015fin b\u00fcy\u00fck bir k\u0131sm\u0131n\u0131n, s\u00fcrecin de\u011ferlendirilmesi ve y\u00fcr\u00fct\u00fclmesi i\u00e7in gece g\u00fcnd\u00fcz zaman harcayan b\u00fcy\u00fck bir ekip taraf\u0131ndan y\u00fcr\u00fct\u00fclmesi gerekmez. Asl\u0131nda, do\u011fru ara\u00e7lar kullan\u0131l\u0131rsa birka\u00e7 profesyonel taraf\u0131ndan kurulabilir.<\/p>\n<p>\u015eu anda, QuestionPro CX gibi t\u00fcm m\u00fc\u015fteri hizmetleri s\u00fcrecinizi ba\u015ftan sona neredeyse otomatik ve s\u00fcrekli olarak de\u011ferlendirmenize olanak tan\u0131yan platformlar var.<\/p>\n<p>Ayr\u0131ca, yeni metodolojilerin benimsenmesini ve izlenmesini ilgili herkes i\u00e7in kolayla\u015ft\u0131ran \u00e7ok sezgisel aray\u00fczlere ve \u00f6zelliklere sahip olduklar\u0131ndan, yeni bir s\u00fcre\u00e7 olu\u015fturman\u0131z\u0131 da kolayla\u015ft\u0131racakt\u0131r.<\/p>\n<p>Sizi m\u00fc\u015fteri deneyimi y\u00f6netimi platformumuz hakk\u0131nda daha fazla bilgi edinmeye davet ediyoruz:<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button><\/a><\/p>\n<h3>4- \u00c7al\u0131\u015fanlar\u0131n\u0131z\u0131 dahil edin ve e\u011fitin<\/h3>\n<p>M\u00fc\u015fterileriniz ile \u015firketiniz aras\u0131nda \u00e7al\u0131\u015fanlar\u0131n\u0131zdan daha \u00f6nemli bir ba\u011f yoktur. Her iki taraf\u0131n nas\u0131l etkile\u015fim ve ili\u015fki kurdu\u011funu en iyi bilenler onlard\u0131r, bu nedenle onlardan \u00f6\u011frenmek ve onlar\u0131n sesini dinlemek herhangi bir s\u00fcreci uygularken ayr\u0131lmaz bir par\u00e7a olmal\u0131d\u0131r.<\/p>\n<p>Bir \u00e7al\u0131\u015fan geri bildirim anketi ile onlar\u0131n g\u00f6r\u00fc\u015flerini kolayca toplayabilir, a\u00e7\u0131k bir ileti\u015fim kanal\u0131na sahip olmak da kendilerini a\u00e7\u0131k\u00e7a ifade etmelerine ve bu s\u00fcrece iyile\u015ftirmeler ve fikirler sunmalar\u0131na yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n<p>Ayr\u0131ca, plan\u0131n do\u011fru bir \u015fekilde uygulanmas\u0131n\u0131 ve sonu\u00e7lar\u0131n olumlu olmas\u0131n\u0131 sa\u011flamak i\u00e7in tan\u0131mlanm\u0131\u015f bir s\u00fcrece sahip oldu\u011funuzda onlar\u0131 do\u011fru bir \u015fekilde e\u011fitti\u011finizden emin olun.<\/p>\n<h3>5- S\u00fcrekli iyile\u015ftirme protokol\u00fc olu\u015fturmak<\/h3>\n<p>Bir m\u00fc\u015fteri hizmetleri s\u00fcreci olu\u015fturmak bir kez olu\u015fturulup uygulanmas\u0131 gereken bir plan de\u011fildir, s\u00fcrekli geli\u015fen bir yol olmal\u0131d\u0131r, bu nedenle s\u00fcrekli bir iyile\u015ftirme s\u00fcreci eklemek kesinlikle ciddi olarak d\u00fc\u015f\u00fcnmeniz gereken bir \u015feydir.<\/p>\n<p>Bu, yeni f\u0131rsatlar\u0131 tespit etmek ve genellikle tahmin etti\u011finizden daha yayg\u0131n olan olas\u0131 hatalar\u0131 belirlemek i\u00e7in m\u00fc\u015fteri hizmetlerinizdeki her ad\u0131m\u0131 s\u00fcrekli olarak de\u011ferlendirmenizi sa\u011flayacakt\u0131r.<\/p>\n<p>Buna ek olarak, KPI&#8217;lar\u0131n s\u00fcrekli iyile\u015ftirilmesi ve izlenmesi, daha iyi hizmet ve memnuniyeti garanti etmenin kilit par\u00e7alar\u0131d\u0131r.<\/p>\n<p>Zekice! Umar\u0131z t\u00fcm bu bilgiler baz\u0131 \u015f\u00fcphelerinizi gidermi\u015f ve M\u00fc\u015fteri hizmetleri s\u00fcrecinize nas\u0131l ba\u015flayaca\u011f\u0131n\u0131z konusunda size baz\u0131 fikirler vermi\u015ftir. QuestionPro CX&#8217;te m\u00fc\u015fterilerinizi mutlu etmek ve onlarla markan\u0131z aras\u0131nda sadakat olu\u015fturmak i\u00e7in ihtiyac\u0131n\u0131z olan t\u00fcm \u00f6zelliklere ve yard\u0131ma sahip oldu\u011fumuzu unutmay\u0131n.<\/p>\n<p>\u00dccretsiz deneme s\u00fcr\u00fcm\u00fcm\u00fczle arac\u0131m\u0131z\u0131 bug\u00fcn ke\u015ffetmeye ba\u015flayabilir veya uzmanlar\u0131m\u0131zdan biriyle bir demo planlamak i\u00e7in ana sayfam\u0131z\u0131 ziyaret edebilirsiniz. Teredd\u00fct etmeyin!<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button><br \/>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>\u00dcCRETS\u0130Z DENEME<\/button><br \/>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">3<\/span> <span class=\"rt-label rt-postfix\">minutes read<\/span><\/span> Giderek ki\u015fiselle\u015fen ve daha talepk\u00e2r m\u00fc\u015fteri adaylar\u0131n\u0131n oldu\u011fu bir d\u00fcnyada, m\u00fc\u015fteri hizmetleri s\u00fcreci bu beklentileri kar\u015f\u0131lamak i\u00e7in elzem hale geliyor. [&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":713727,"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":[1192],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Hizmetleri S\u00fcreci: Nedir ve nas\u0131l uygulan\u0131r? | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri hizmetleri s\u00fcreci, bir \u015firket taraf\u0131ndan sa\u011flanan m\u00fc\u015fteri memnuniyetini garanti alt\u0131na almak i\u00e7in bir dizi ad\u0131m ve \u00f6nlemdir. 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