{"id":794738,"date":"2022-09-18T11:00:52","date_gmt":"2022-09-18T18:00:52","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/hizmet-kurtarma-nedir-turleri-ve-stratejileri\/"},"modified":"2022-09-18T11:00:52","modified_gmt":"2022-09-18T11:00:52","slug":"hizmet-kurtarma-nedir-turleri-ve-stratejileri","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/hizmet-kurtarma-nedir-turleri-ve-stratejileri\/","title":{"rendered":"Hizmet Kurtarma: Nedir, T\u00fcrleri ve Stratejileri"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Hizmet kurtarman\u0131n anahtar\u0131, d\u00fc\u015f\u00fck say\u0131da olumsuz yorum ve y\u00fcksek d\u00fczeyde m\u00fc\u015fteri mutlulu\u011fu sa\u011flamakt\u0131r. M\u00fc\u015fteri beklentilerini a\u015ft\u0131\u011f\u0131n\u0131zdan emin olmak her ba\u015far\u0131l\u0131 \u015firketin temel ta\u015f\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0130deal bir d\u00fcnyada, m\u00fc\u015fteri hizmetleri temsilcileri her zaman t\u00fcketiciler i\u00e7in ne s\u00f6yleyeceklerini ve ne yapacaklar\u0131n\u0131 tam olarak bilirler, ancak senaryo bu de\u011fildir. Her \u015firket ka\u00e7\u0131n\u0131lmaz olarak sorunlarla kar\u015f\u0131la\u015fabilir. \u00d6rne\u011fin:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Sistem \u00e7\u00f6kt\u00fc\u011f\u00fcnde m\u00fc\u015fterinin verileri kaybolur.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bir f\u0131rt\u0131na nedeniyle m\u00fc\u015fterinin \u00fcr\u00fcn\u00fcn\u00fc zaman\u0131nda teslim edemiyorsunuz.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Yanl\u0131\u015f sipari\u015f garson taraf\u0131ndan m\u00fc\u015fteriye teslim edilir.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">T\u00fcm bu senaryolar, \u015firketinizin m\u00fc\u015fteri i\u00e7in i\u015fleri yoluna koymas\u0131n\u0131 ve olumsuz bir durumu olumlu bir hale d\u00f6n\u00fc\u015ft\u00fcrmesini gerektirir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sonu\u00e7ta, memnuniyetsiz m\u00fc\u015fteriler \u015firketinize zarar verebilir. Yinelenen i\u015flerini kaybetmenin yan\u0131 s\u0131ra, a\u011f\u0131zdan a\u011f\u0131za tavsiye i\u015flerini de kaybettiniz. Olumlu geri bildirimler \u015firketiniz i\u00e7in harikalar yaratabilir. Peki ya elinizde sadece lanetleyici bir tane kald\u0131ysa?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu makale, i\u015fletmeniz i\u00e7in hizmet kurtarman\u0131n tan\u0131m\u0131n\u0131, t\u00fcrlerini ve stratejilerini a\u00e7\u0131klayacakt\u0131r.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Hizmet kurtarma nedir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Hizmet kurtarma, bir \u015firketin hayati \u00f6nem ta\u015f\u0131yan m\u00fc\u015fteri hizmetlerini kullanarak mutsuz bir m\u00fc\u015fterinin sorununu \u00e7\u00f6zme kapasitesini ifade eder. Hizmet geri kazan\u0131m\u0131 \u015firkette kendili\u011finden ger\u00e7ekle\u015fmez. Hizmet temsilcilerinizin m\u00fc\u015fterileriniz i\u00e7in m\u00fcmk\u00fcn olan en iyi \u00e7\u00f6z\u00fcmleri sunmas\u0131na olanak tan\u0131yan s\u00fcre\u00e7ler geli\u015ftirmelisiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir ara\u015ft\u0131rmaya g\u00f6re, i\u015fletmeler her be\u015f y\u0131lda bir m\u00fc\u015fterilerinin neredeyse yar\u0131s\u0131n\u0131 kaybediyor. \u00c7o\u011fu t\u00fcketici, bir sorun ortaya \u00e7\u0131kt\u0131\u011f\u0131nda \u00e7al\u0131\u015fanlara \u015fikayette bulunman\u0131n zaman kayb\u0131 oldu\u011funa ve memnun olmayan m\u00fc\u015fterilerin hizmet sa\u011flay\u0131c\u0131s\u0131ndan duyduklar\u0131 memnuniyetsizli\u011fi ba\u015fkalar\u0131na anlataca\u011f\u0131na inanmaktad\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Uzun vadeli m\u00fc\u015fteriler, neredeyse t\u00fcm hizmet firmalar\u0131n\u0131n k\u00e2rl\u0131l\u0131\u011f\u0131n\u0131 her ge\u00e7en y\u0131l art\u0131rmaktad\u0131r. Sad\u0131k m\u00fc\u015fteriler genellikle daha az pazarlama gideri, daha iyi operasyonel verimlilik ve daha fazla k\u00e2rl\u0131l\u0131k sa\u011flar. Sonu\u00e7 olarak, bir hizmet kurtarma plan\u0131 geli\u015ftirmek, firmalar\u0131n sad\u0131k t\u00fcketicileri elde tutmas\u0131 i\u00e7in \u00e7ok \u00f6nemlidir.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Hizmet geri kazan\u0131m t\u00fcrleri ve stratejileri<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u015eikayet y\u00f6netimi i\u00e7in m\u00fckemmel bir strateji olarak hizmet geri kazan\u0131m\u0131n\u0131 d\u00fc\u015f\u00fcn\u00fcn. \u015eikayet y\u00f6netimi olumsuzdur; k\u0131zg\u0131n t\u00fcketicileri sakinle\u015ftirmeyi ve k\u00f6t\u00fc bir durumu azaltmay\u0131 gerektirir. Hizmet geri kazan\u0131m\u0131, bir m\u00fc\u015fterinin de\u011ferini ortaya koyar ve onlarla uzun vadeli bir ba\u011f geli\u015ftirilmesine katk\u0131da bulunur.<\/span><\/p>\n<p><b>\u00dc\u00e7 farkl\u0131 t\u00fcrde kurtarma stratejisi vard\u0131r:<\/b><\/p>\n<ul>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Memnun m\u00fc\u015fteriler, m\u00fc\u015fteri geri kazan\u0131m\u0131n\u0131n hedefidir.<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">S\u00fcre\u00e7 kurtarma, prosed\u00fcrleri geli\u015ftirmeyi ama\u00e7lar.<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Ba\u015far\u0131s\u0131zl\u0131k ve kurtarma senaryolar\u0131yla ba\u015fa \u00e7\u0131kmada personele yard\u0131mc\u0131 olmak i\u00e7in bir i\u00e7 pazarlama yakla\u015f\u0131m\u0131 olarak \u00e7al\u0131\u015fan kurtarma<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u00d6yleyse \u015fimdi stratejileri ke\u015ffedelim.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Ar\u0131za emniyetli bir hizmet olu\u015fturun<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Ba\u015fka bir deyi\u015fle, birine araba kullanma e\u011fitimi veriyorsan\u0131z, \u00f6nce arac\u0131n do\u011fru \u00e7al\u0131\u015ft\u0131\u011f\u0131ndan emin olmak istersiniz. Sonu\u00e7 olarak, ilk ad\u0131m hizmet sunumunun m\u00fckemmel olmas\u0131n\u0131 sa\u011flamakt\u0131r. Bu, en tepeden m\u00fc\u015fterilere yeterli ba\u011fl\u0131l\u0131\u011f\u0131 gerektirir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">\u015eikayetleri izleyin<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u00c7o\u011fu m\u00fc\u015fterinin \u015fikayet etmeye zahmet etmedi\u011fine inan\u0131r m\u0131s\u0131n\u0131z? Bunun yerine, %91&#8217;i hemen bir rakibe transfer olacakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Dolay\u0131s\u0131yla, m\u00fc\u015fterilerinizi elinizde tutmak istiyorsan\u0131z, size \u015fikayet g\u00f6ndermelerini kolayla\u015ft\u0131rmal\u0131s\u0131n\u0131z. \u0130ster QR kod etiketleri, ister \u00fccretsiz bir yard\u0131m hatt\u0131 veya bir sosyal medya kolu arac\u0131l\u0131\u011f\u0131yla olsun, m\u00fc\u015fterilerin sizinle ileti\u015fime ge\u00e7mesini kolayla\u015ft\u0131rman\u0131z en iyisi olacakt\u0131r.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Hemen harekete ge\u00e7in<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Neden insanlar bir film i\u00e7in s\u0131rada beklemekte sorun ya\u015fam\u0131yor? \u0130lk ifade sonu\u00e7ta e\u011flenmeyi ima etmektedir, ancak bir \u015fikayet sadece ba\u015fka bir g\u00f6revdir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu nedenle uzun bekleme s\u00fcreleri size m\u00fc\u015fterilerinizin en az %75&#8217;ini kaybettirebilir ki bu \u015fa\u015f\u0131rt\u0131c\u0131 de\u011fildir. En az\u0131ndan birka\u00e7 saat cevap vermeyece\u011finizi anlad\u0131klar\u0131nda k\u0131zg\u0131nl\u0131klar\u0131 daha da artacakt\u0131r. Bu nedenle, ba\u015far\u0131l\u0131 bir hizmet restorasyonu olas\u0131l\u0131\u011f\u0131, sorun ne kadar h\u0131zl\u0131 \u00e7\u00f6z\u00fcl\u00fcrse o kadar artar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Durumu d\u00fczeltmek i\u00e7in ald\u0131\u011f\u0131n\u0131z \u00f6nlemlerin bir a\u00e7\u0131klamas\u0131n\u0131 ekleyin. Bu t\u00fcr bir onay genellikle t\u00fcketiciyi hemen sakinle\u015ftirir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri konu hakk\u0131nda bilgilendirilmelidir.<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bu noktada, m\u00fc\u015fteriye hizmet ar\u0131zas\u0131n\u0131n ilk etapta neden meydana geldi\u011fini a\u00e7\u0131klamal\u0131s\u0131n\u0131z. Ne oldu\u011funu anlad\u0131klar\u0131nda hatan\u0131z i\u00e7in sizi mazur g\u00f6rmekten mutluluk duyacaklard\u0131r. M\u00fc\u015fteriye sorunu m\u00fcmk\u00fcn oldu\u011funca kibar ve sab\u0131rl\u0131 bir \u015fekilde a\u00e7\u0131klamaya dikkat edin.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinize kar\u015f\u0131 dost\u00e7a davran\u0131n.<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bu i\u015fin i\u00e7inde &#8220;e\u011fer&#8221; ya da &#8220;ama&#8221; yok. T\u00fcketiciler hi\u00e7bir zaman sorunlar\u0131n\u0131n gereken ilgiyi g\u00f6rmedi\u011fini d\u00fc\u015f\u00fcnmemelidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sorunlar\u0131 m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede ele almak i\u00e7in her t\u00fcrl\u00fc \u00e7abay\u0131 g\u00f6sterdi\u011finizin fark\u0131nda olmal\u0131d\u0131rlar. Bu nedenle, sorun \u00e7\u00f6zmenin \u00e7abuklu\u011fu ve basitli\u011fi, takiplerin \u00e7abuklu\u011fu gibi avantajlar\u0131 vurgulamal\u0131d\u0131rlar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00c7ok fazla sorun ya\u015fam\u0131\u015flarsa, bir ikramiye veya \u00fccretsiz bir hediye zarar g\u00f6rm\u00fc\u015f duygular\u0131 yat\u0131\u015ft\u0131rmaya ve aradaki ba\u011f\u0131 onarmaya yard\u0131mc\u0131 olabilir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizle sa\u011flam bir ba\u011f kurun.<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">K\u0131r\u0131lmaz olan etkili bir uzun vadeli hizmet kurtarma tekni\u011fidir. M\u00fc\u015fteriler, onlarla sa\u011flam bir ba\u011f kurdu\u011funuzda hatalar\u0131n\u0131za kar\u015f\u0131 daha toleransl\u0131 olurlar. \u00c7o\u011fu ili\u015fki bu \u015fekilde y\u00fcr\u00fcr, de\u011fil mi?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterilerin sa\u011flam bir ba\u011flant\u0131 i\u00e7in bir hizmet sorunu durumunda arkalar\u0131nda duraca\u011f\u0131n\u0131za g\u00fcvenmeleri gerekir. Ancak bu hi\u00e7bir \u015fekilde tek tarafl\u0131 bir ili\u015fki olamaz. G\u00fcvenlerini kazanmak istiyorsan\u0131z, onlar\u0131n dolayl\u0131 g\u00fcvenini hak etti\u011finizden emin olmal\u0131s\u0131n\u0131z.<\/span><\/p>\n<p style=\"text-align: center;\"><strong>HAKKINDA B\u0130LG\u0130 ED\u0130N\u0130N: <a href=\"https:\/\/www.questionpro.com\/blog\/risk-tolerance-questionnaire\/\">Risk Tolerans\u0131 Anketi<\/a><\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Servis d\u00fczeltildikten sonra m\u00fc\u015fterinin nas\u0131l hissetti\u011fi<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bir sonraki ad\u0131m, t\u00fcketicilerin hizmetin yeniden sa\u011flanmas\u0131ndan sonra nas\u0131l hissettiklerini ve \u015firketinizin bu deneyimden ne kazanabilece\u011fini tespit etmektir. Ard\u0131ndan, hizmet kurtarma deneyiminin ba\u015far\u0131s\u0131n\u0131 de\u011ferlendirmek i\u00e7in deneyim y\u00f6netimi ara\u00e7lar\u0131n\u0131n kullan\u0131lmas\u0131n\u0131 tavsiye ediyoruz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kontrol \u00e7izelgeleri, neden-sonu\u00e7 diyagramlar\u0131, plan olu\u015fturma gibi hizmet kurtarma ara\u00e7lar\u0131n\u0131 kullan\u0131rsan\u0131z kurtarma planlar\u0131n\u0131z\u0131 y\u00f6netmek daha kolay olacakt\u0131r.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Sonu\u00e7<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">M\u00fckemmel m\u00fc\u015fteri hizmetleri geri kazan\u0131m\u0131 sa\u011flayarak memnun olmayan bir t\u00fcketiciyi memnun ve sad\u0131k bir t\u00fcketiciye d\u00f6n\u00fc\u015ft\u00fcrebilirsiniz. \u0130\u015fleri nas\u0131l d\u00fczeltece\u011finizi ve k\u00f6t\u00fc bir durumu nas\u0131l tersine \u00e7evirece\u011finizi bildi\u011finiz i\u00e7in, m\u00fc\u015fteri hizmetleri ba\u015far\u0131s\u0131zl\u0131\u011f\u0131 m\u00fc\u015fterinizle yolun sonu olmak zorunda de\u011fildir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede samimi bir \u00f6z\u00fcr dileyin, durumun sorumlulu\u011funu kabul edin ve bir \u00e7\u00f6z\u00fcm aray\u0131n. Bundan sonra, sorunu \u00e7\u00f6z\u00fcn ve m\u00fc\u015fteriye tazminat olarak bir bonus verin. Al\u0131c\u0131ya bundan sonra mutlu olup olmad\u0131klar\u0131n\u0131 sorun ve onlar\u0131 takip edin.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">QuestionPro&#8217;nun deste\u011fi ile m\u00fc\u015fteri duygular\u0131n\u0131n alt\u0131nda yatan nedenleri belirleyebilir ve en iyi m\u00fc\u015fteri deneyimini yaratmak i\u00e7in onlara hak ettikleri ilgiyi g\u00f6sterebilirsiniz. \u015eimdi yap!<\/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>Hizmet kurtarman\u0131n anahtar\u0131, d\u00fc\u015f\u00fck say\u0131da olumsuz yorum ve y\u00fcksek d\u00fczeyde m\u00fc\u015fteri mutlulu\u011fu sa\u011flamakt\u0131r. M\u00fc\u015fteri beklentilerini a\u015ft\u0131\u011f\u0131n\u0131zdan emin olmak her ba\u015far\u0131l\u0131 [&hellip;]<\/p>\n","protected":false},"author":48,"featured_media":565311,"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":[1192,1187],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Hizmet Kurtarma: Nedir, T\u00fcrleri ve Stratejileri | QuestionPro<\/title>\n<meta name=\"description\" content=\"Hizmet geri kazan\u0131m\u0131, bir kurulu\u015fun mutsuz m\u00fc\u015fterilerin endi\u015felerini gidererek sad\u0131k t\u00fcketiciler elde etmesidir. 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