{"id":797607,"date":"2022-09-26T11:00:30","date_gmt":"2022-09-26T11:00:30","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/sikayet-cozumu-nedir-ve-nasil-ele-alinir\/"},"modified":"2022-09-26T11:00:30","modified_gmt":"2022-09-26T11:00:30","slug":"sikayet-cozumu-nedir-ve-nasil-ele-alinir","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/sikayet-cozumu-nedir-ve-nasil-ele-alinir\/","title":{"rendered":"\u015eik\u00e2yet \u00c7\u00f6z\u00fcm\u00fc: Nedir ve Nas\u0131l Ele Al\u0131n\u0131r?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u015eikayet \u00e7\u00f6z\u00fcm\u00fc, iyi m\u00fc\u015fteri hizmetleri i\u00e7in \u00e7ok \u00f6nemlidir. Nihayetinde, \u015firketin veya markan\u0131n iyi bir isim bilinirli\u011fine ve itibar\u0131na yol a\u00e7arak daha fazla m\u00fc\u015fteri ve k\u00e2r getirir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri \u015fikayetlerinin h\u0131zl\u0131 bir \u015fekilde ele al\u0131nmas\u0131 ve \u00e7\u00f6z\u00fclmesi, \u015firketinizin prosed\u00fcrlerini ve itibar\u0131n\u0131 art\u0131rabilir. \u015eirketiniz i\u00e7in bir noktada bir t\u00fcketici \u015fikayetinin gelmesini beklemelisiniz. Durumu olumlu ve yap\u0131c\u0131 bir \u015fekilde ele al\u0131rsan\u0131z m\u00fc\u015fterileriniz size sad\u0131k kalacakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00dcr\u00fcnlerinizden veya hizmetlerinizden memnun olmayan m\u00fc\u015fteriler genellikle do\u011frudan size \u015fikayette bulunmazlar; bunun yerine ba\u015fkalar\u0131na dert yanarlar ve ihtiya\u00e7lar\u0131 i\u00e7in ba\u015fka yerlere giderler. T\u00fcketici endi\u015felerinin ele al\u0131nmas\u0131 ve h\u0131zl\u0131 \u00e7\u00f6z\u00fcmler bulunmas\u0131 sayesinde \u015firket operasyonlar\u0131nda iyile\u015fme ve i\u015flerin tekrarlanmas\u0131 sa\u011flanacakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u015eikayet \u00e7\u00f6z\u00fcm\u00fcn\u00fc ve m\u00fc\u015fteri \u015fikayetlerinin nas\u0131l do\u011fru bir \u015fekilde ele al\u0131naca\u011f\u0131n\u0131 tart\u0131\u015faca\u011f\u0131z.  <\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u015eikayet \u00e7\u00f6z\u00fcm\u00fc nedir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u015eik\u00e2yet \u00e7\u00f6z\u00fcm\u00fc, \u015fik\u00e2yetlerin kabul edildi\u011fi ve ilgili taraflar\u0131n durum i\u00e7in kabul edilebilir bir son \u00fczerinde anla\u015ft\u0131\u011f\u0131 s\u00fcreci ifade eder. \u015eikayetler, t\u00fcketici beklentileri ile teslimat aras\u0131nda bir bo\u015fluk oldu\u011funu g\u00f6stermektedir. Bazen t\u00fcketici beklentileri veya varsay\u0131mlar\u0131 bir bo\u015fluk yarat\u0131r. Bazen bu sizin \u015firketinizin hatas\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir t\u00fcketici \u015fikayetinin nedeni yan\u0131lt\u0131c\u0131 pazarlama metni veya k\u00f6t\u00fc bir kullan\u0131c\u0131 deneyimi olabilir. Ya da d\u0131\u015far\u0131dan kaynaklanan bir sorun olabilir (<\/span><b>\u00f6rne\u011fin, \u00fc\u00e7\u00fcnc\u00fc taraf nakliye sorunlar\u0131<\/b><span style=\"font-weight: 400;\">). \u0130lgili girdileri i\u00e7erip i\u00e7ermedi\u011fine bakarak m\u00fc\u015fteri \u015fikayetlerine g\u00fcvenilirlik kazand\u0131r\u0131n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri departmanlar\u0131, endi\u015feleri ele almak ve bunlarla ba\u015fa \u00e7\u0131kmak i\u00e7in \u015fikayet \u00e7\u00f6z\u00fcmleme i\u015f s\u00fcrecini kullan\u0131r. Temsilciler, \u015fikayet \u00e7\u00f6z\u00fcm kurallar\u0131 do\u011fru bir \u015fekilde olu\u015fturuldu\u011funda ve uyguland\u0131\u011f\u0131nda sorgular\u0131, endi\u015feleri veya \u015fikayetleri etkili ve ba\u015far\u0131l\u0131 bir \u015fekilde ele alabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri tercihleri, bireysel durumlar ve pazarlama materyalleri ile ger\u00e7ek \u00fcr\u00fcn veya hizmet aras\u0131ndaki tutars\u0131zl\u0131klar gibi \u00e7ok say\u0131da fakt\u00f6r, i\u015fletmelere \u015fikayette bulunulmas\u0131na neden olabilir. \u015eirketler her \u015fikayete yan\u0131t vermeli ve nedeni ne olursa olsun makul bir \u00e7\u00f6z\u00fcm sunmaya \u00e7al\u0131\u015fmal\u0131d\u0131r.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri \u015fikayetlerini ele alma yollar\u0131<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Ald\u0131\u011f\u0131n\u0131z ele\u015ftirinin nedenini belirlemek ve m\u00fc\u015fteriyi elde tutmak i\u00e7in sorunu ele almak \u00fczere m\u00fc\u015fteri \u015fikayeti \u00e7\u00f6z\u00fcm\u00fc i\u00e7in bu prosed\u00fcr\u00fc kullan\u0131n.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Daha derinlemesine \u00f6\u011frenmek i\u00e7in do\u011fru sorular\u0131 sorun.<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u015eikayetlerdeki s\u00fcrt\u00fc\u015fme alanlar\u0131na, \u00f6zellikle de \u00f6fkeli olanlara dikkat etmek sizin sorumlulu\u011funuzdad\u0131r. Sokratik sorgulamay\u0131 kullanarak sorunun temel nedenini ortaya \u00e7\u0131karabilirsiniz. M\u00fc\u015fterinize a\u015fa\u011f\u0131daki sorular\u0131 sorun:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">(Belirli bir konuyu) nas\u0131l tan\u0131mlars\u0131n\u0131z?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bunu biraz daha detayland\u0131rabilir misiniz?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bir \u00f6rnek verebilir misiniz?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u015eikayetlerin nedeni genellikle d\u00fczeltilmesi gereken bir sorundur. Do\u011fru sorular\u0131 sormak, \u015fikayetin ger\u00e7ek niteli\u011fini tespit etmenizi, bir \u00e7\u00f6z\u00fcm\u00fcn mevcut olup olmad\u0131\u011f\u0131n\u0131 de\u011ferlendirmenizi ve \u015fikayetin de\u011ferli girdiler i\u00e7erip i\u00e7ermedi\u011fini belirlemenizi sa\u011flar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterinin sorununu \u00e7\u00f6zemeyece\u011finize ve \u00e7\u00f6zebilecek birine y\u00f6nlendirmeniz gerekti\u011fine karar verirseniz gerek\u00e7enizi a\u00e7\u0131klamaya dikkat edin. Bu hedefe ula\u015fmak i\u00e7in onlara basit\u00e7e, &#8220;Sizi uzman\u0131m\u0131zla g\u00f6r\u00fc\u015ft\u00fcrece\u011fim, o sizin i\u00e7in i\u015fleri hemen yoluna koyacak&#8221; demek yeterlidir.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri tipini belirleyin.<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri \u015fikayetleriyle ilgilenirken, bu &#8220;farkl\u0131 motivasyonlu&#8221; m\u00fc\u015fterilerden biriyle kar\u015f\u0131la\u015fabilirsiniz:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Memnuniyetsizliklerini ifade etmekten korkmayan m\u00fc\u015fteriler:<\/b><span style=\"font-weight: 400;\">  Cevap verirken kaba davranmaktan ka\u00e7\u0131n\u0131n. Bunun yerine, sert ama nazik olun.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Premium yard\u0131m isteyen ve bunun i\u00e7in \u00f6deme yapan m\u00fc\u015fteriler:<\/b><span style=\"font-weight: 400;\">  Bahane \u00fcretmekten ka\u00e7\u0131n\u0131n ve cevap verirken sadece bir \u00e7\u00f6z\u00fcm sunun. Sorunlar\u0131n\u0131 bulmay\u0131 ve ele almay\u0131 kolayla\u015ft\u0131rmak i\u00e7in bir VIP klas\u00f6r\u00fc ve protokol\u00fc olu\u015fturmay\u0131 d\u00fc\u015f\u00fcn\u00fcn.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Sizinle s\u0131k s\u0131k ileti\u015fime ge\u00e7en m\u00fc\u015fteriler:  <\/b><span style=\"font-weight: 400;\">Bu t\u00fcketicilere sab\u0131rla yan\u0131t verin ve sinirli g\u00f6r\u00fcnmekten ka\u00e7\u0131n\u0131n. Memnun kald\u0131klar\u0131nda genellikle t\u00fcketici olarak geri d\u00f6nerler ve i\u015fletmenizi tan\u0131t\u0131rlar.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>\u015eikayet etmek istemeyen m\u00fc\u015fteriler hi\u00e7bir \u015fey s\u00f6ylemeden gidebilirler:<\/b><span style=\"font-weight: 400;\"> Sorunlar\u0131n\u0131 dinlemek ve aktif bir \u015fekilde ele almak i\u00e7in bu m\u00fc\u015fterilerle ileti\u015fime ge\u00e7meniz gerekecektir.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">T\u00fcketicileriniz muhtemelen karma\u015f\u0131k bir g\u00fcd\u00fc ve eylem kar\u0131\u015f\u0131m\u0131na sahiptir, ancak \u00e7e\u015fitli persona tiplerini bilmek etkili bir \u015fekilde tepki vermenize yard\u0131mc\u0131 olacakt\u0131r.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Kullan\u0131c\u0131 ile h\u0131zl\u0131 etkile\u015fim gereklidir.<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Memnuniyetsiz m\u00fc\u015fterilerle u\u011fra\u015f\u0131rken an\u0131nda tepki vermek \u00e7ok \u00f6nemlidir. \u015eikayetlerin m\u00fcmk\u00fcn oldu\u011funca \u00e7abuk ele al\u0131nmas\u0131 tercih edilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00d6zellik taleplerini ileten m\u00fc\u015fteriler bir g\u00fcn sonra yan\u0131t vermenizi umursamazken, bir sorun nedeniyle &#8220;sa\u00e7\u0131n\u0131 ba\u015f\u0131n\u0131 yolan&#8221; m\u00fc\u015fteriler hemen bir \u00e7\u00f6z\u00fcm ister. Onlar\u0131 yan\u0131tlamay\u0131 en \u00f6nemli \u00f6nceli\u011finiz haline getirin.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ana yard\u0131m kuyru\u011fundan farkl\u0131 bir klas\u00f6r olu\u015fturarak heyecanl\u0131 olmayan mesajlar\u0131 filtrelemek kullan\u0131\u015fl\u0131 olabilir. Burada personel, h\u0131zl\u0131 yard\u0131m isteyen m\u00fc\u015fterilerden gelen e-postalar\u0131 an\u0131nda tespit edebilir.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Sorunu tan\u0131mlay\u0131n, ard\u0131ndan \u00e7\u00f6z\u00fcm\u00fcn yerinde oldu\u011fundan emin olun.<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterinin \u015fikayetinin temel nedenini belirledikten, bir \u00e7\u00f6z\u00fcm bulduktan ve bunu m\u00fc\u015fteriye sunduktan sonra \u00f6nerdi\u011finiz \u00e7\u00f6z\u00fcm\u00fcn sorunu \u00e7\u00f6zd\u00fc\u011f\u00fcn\u00fc onaylay\u0131n. Bu hedefe ula\u015fmak i\u00e7in a\u015fa\u011f\u0131dakilerden birini yapabilirsiniz:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>\u00c7\u00f6z\u00fcm\u00fcn etkili oldu\u011funu teyit edemiyorsan\u0131z mesaj\u0131n\u0131zdan sonra bu c\u00fcmleyi ekleyin:<\/b><span style=\"font-weight: 400;\"> &#8220;Sizin i\u00e7in yapabilece\u011fim ba\u015fka bir \u015fey varsa, l\u00fctfen bana bildirin. Size \u00f6d\u00fcn\u00e7 vermekten mutluluk duyaca\u011f\u0131m!&#8221;<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>D\u00fczeltme ba\u015far\u0131l\u0131 oldu\u011funda \u015fu \u015fekilde yan\u0131t verin:<\/b><span style=\"font-weight: 400;\"> &#8220;Yukar\u0131da g\u00f6rebilece\u011finiz gibi, bunu denedim ve planland\u0131\u011f\u0131 gibi \u00e7al\u0131\u015f\u0131yor gibi g\u00f6r\u00fcn\u00fcyor (ekran g\u00f6r\u00fcnt\u00fcs\u00fcn\u00fc ekleyin). Ancak hala sorun ya\u015f\u0131yorsan\u0131z, kesinlikle bana bildirin.&#8221;<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bazen her \u015feyin ele al\u0131nd\u0131\u011f\u0131ndan emin olmak i\u00e7in birka\u00e7 g\u00fcn sonra t\u00fcketiciyle ileti\u015fime ge\u00e7mek iyi olabilir. M\u00fc\u015fteri hizmetleri yaz\u0131l\u0131m\u0131 memnuniyet derecelendirmelerini izlemek de ilginizi \u00e7ekebilir. Olumsuz geri bildirimler hala d\u00fczeltilmesi gereken sorunlar oldu\u011funu g\u00f6sterebilir (ancak bazen elinizden geleni yapt\u0131\u011f\u0131n\u0131z halde t\u00fcketici hala k\u0131zg\u0131nd\u0131r).<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">De\u011fi\u015fiklikleri takip etmek i\u00e7in \u015fikayeti kaydedin.<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Son on y\u0131lda s\u00f6z konusu sorunla ilgili yaln\u0131zca bir m\u00fc\u015fteri \u015fikayeti ald\u0131ysan\u0131z, bir sorunu \u00e7\u00f6zmek etkili olmayabilir.  <\/span><b>Ancak, farkl\u0131 m\u00fc\u015fterilerden hepsi ayn\u0131 sorunu dile getiren \u00e7ok say\u0131da mesaj ald\u0131\u011f\u0131n\u0131zda bir hikaye ba\u015flar.<\/b><\/p>\n<p><span style=\"font-weight: 400;\">B\u00fcy\u00fck hacimli olanlar\u0131 belirlemek i\u00e7in \u015fikayetleri izlemek i\u00e7in bir mekanizmaya ihtiyac\u0131n\u0131z olacakt\u0131r. Hangi y\u00f6ntemi kullan\u0131rsan\u0131z kullan\u0131n, en \u00f6nemli \u015fey, ilgili \u015fikayetleri kaydetmeyi kolayla\u015ft\u0131rmak ve benzer veya ayn\u0131 endi\u015feleri dile getiren m\u00fc\u015fterilerin say\u0131s\u0131n\u0131 takip etmektir.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Sonu\u00e7<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Sorunlar ortaya \u00e7\u0131k\u0131yor. \u0130nsanlar sizi, onlar\u0131 ne kadar d\u00fcr\u00fcst tan\u0131d\u0131\u011f\u0131n\u0131za ve onlara ne kadar d\u00fcr\u00fcst davrand\u0131\u011f\u0131n\u0131za g\u00f6re de\u011ferlendirir. Ba\u015far\u0131l\u0131 m\u00fc\u015fteri \u015fikayeti \u00e7\u00f6z\u00fcm\u00fc, onlar\u0131n taleplerini daha iyi anlaman\u0131za, onlar\u0131 sad\u0131k m\u00fc\u015fteriler olarak tutman\u0131za ve \u015firketinizi b\u00fcy\u00fctmenize yard\u0131mc\u0131 olabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Olumsuz deneyimi unutmak ve olumlu olana odaklanmak, onlara ve \u015firketlerine de\u011fer verdi\u011finizi g\u00f6stermenin en \u00f6nemli yoludur.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">QuestionPro CX, m\u00fc\u015fteri davran\u0131\u015f\u0131 ve etkile\u015fimi hakk\u0131nda ger\u00e7ek zamanl\u0131 bilgi sa\u011flar. Bu CX y\u00f6netim arac\u0131, m\u00fc\u015fteri deneyimini t\u00fcm a\u00e7\u0131lardan g\u00f6rmenizi sa\u011flar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">QuestionPro CX&#8217;in m\u00fc\u015fteri deneyimi anketlerini deneyerek m\u00fc\u015fteri sadakatini art\u0131rman\u0131za ve de\u011ferli t\u00fcketici verileri elde etmenize nas\u0131l yard\u0131mc\u0131 olabilece\u011fini g\u00f6r\u00fcn.<\/span><\/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>\u015eikayet \u00e7\u00f6z\u00fcm\u00fc, iyi m\u00fc\u015fteri hizmetleri i\u00e7in \u00e7ok \u00f6nemlidir. Nihayetinde, \u015firketin veya markan\u0131n iyi bir isim bilinirli\u011fine ve itibar\u0131na yol a\u00e7arak [&hellip;]<\/p>\n","protected":false},"author":48,"featured_media":565718,"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":[],"class_list":{"0":"post-797607","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-cx","8":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u015eik\u00e2yet \u00c7\u00f6z\u00fcm\u00fc: Nedir ve Nas\u0131l Ele Al\u0131n\u0131r? | QuestionPro<\/title>\n<meta name=\"description\" content=\"\u015eirketinizin verimlili\u011fi ne olursa olsun m\u00fc\u015fteri \u015fikayetleri her zaman var olacakt\u0131r. \u015eik\u00e2yet \u00e7\u00f6z\u00fcm\u00fc ve bunun nas\u0131l ele al\u0131naca\u011f\u0131 hakk\u0131nda konu\u015fal\u0131m.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u015eik\u00e2yet \u00c7\u00f6z\u00fcm\u00fc: Nedir ve Nas\u0131l Ele Al\u0131n\u0131r? 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