{"id":798933,"date":"2021-11-22T14:30:29","date_gmt":"2021-11-22T14:30:29","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/"},"modified":"2021-11-22T14:30:29","modified_gmt":"2021-11-22T14:30:29","slug":"hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/","title":{"rendered":"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Her m\u00fc\u015fterinin istek ve ihtiya\u00e7lar\u0131n\u0131 tahmin etmek \u00e7ok zordur. \u00dcr\u00fcn\u00fcn\u00fczden veya hizmetinizden ger\u00e7ekten memnun olan m\u00fc\u015fterileriniz olacakt\u0131r, ancak sorun ya\u015fayan ba\u015fkalar\u0131 da olacakt\u0131r. Bu nedenle bug\u00fcn m\u00fc\u015fteri \u00f6nerilerinin, talep ve \u015fikayet y\u00f6netiminin nas\u0131l d\u00fczg\u00fcn bir \u015fekilde y\u00f6netilece\u011finden bahsedece\u011fiz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir hata yap\u0131ld\u0131ktan sonra bile m\u00fc\u015fteriyle iyi bir ili\u015fki kurulmas\u0131n\u0131 sa\u011flayan ve \u015firketinizden k\u0131zg\u0131n ayr\u0131lmalar\u0131n\u0131 \u00f6nleyen bir s\u00fcre\u00e7 olu\u015fturman\u0131z \u00f6nemlidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">En \u00f6nemli \u015fey, \u00fcr\u00fcn\u00fcn gelecekte daha da iyi olmas\u0131 i\u00e7in m\u00fc\u015fteri geri bildirimlerini do\u011fru departmana ula\u015ft\u0131rmakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u015eikayetleri, talepleri ve \u00f6nerileri etkin bir \u015fekilde ele almak i\u00e7in g\u00f6z \u00f6n\u00fcnde bulundurman\u0131z gereken baz\u0131 fakt\u00f6rleri ve hedef kitlenizi tan\u0131yal\u0131m.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u00d6neri, talep ve \u015fikayet y\u00f6netimi nedir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u015eikayet y\u00f6netimi terimi, bir \u015firketteki m\u00fc\u015fteri \u015fikayetlerinin y\u00f6netimini tan\u0131mlar. Amac\u0131, kalite g\u00fcvencesinin yan\u0131 s\u0131ra <a href=\"https:\/\/www.questionpro.com\/blog\/customer-loyalty-what-it-is\/\">m\u00fc\u015fteri sadakatini<\/a> g\u00fc\u00e7lendirmektir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ele\u015ftirinin sistematik ve d\u00fczenli bir \u015fekilde de\u011ferlendirilmesi ve olumlu bir etki yaratmak i\u00e7in kullan\u0131lmas\u0131 gerekir. Ayr\u0131ca, m\u00fc\u015fteri ele\u015ftirisine neden olan sorunun \u00e7\u00f6z\u00fcld\u00fc\u011f\u00fc varsay\u0131lmaktad\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hemen hemen her \u015firket m\u00fc\u015fteri \u015fikayetleri al\u0131r; hi\u00e7 kimse bunlardan tamamen muaf de\u011fildir. Bir \u015firket b\u00fcy\u00fcd\u00fck\u00e7e, \u015fikayetlerin say\u0131s\u0131 da genellikle artar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sonunda, \u015fikayetlerin say\u0131s\u0131 o kadar artar ve \u015firketin yap\u0131s\u0131 o kadar karma\u015f\u0131k hale gelir ki, bir \u015fikayet y\u00f6netimi s\u00fcrecinin ba\u015flat\u0131lmas\u0131 gerekir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">G\u00f6r\u00fc\u015f\u00fc dikkate al\u0131nmayan memnuniyetsiz bir m\u00fc\u015fteri muhtemelen teklifinize g\u00fcvenmeyi b\u0131rakacak ve ba\u015fkalar\u0131na da ne kadar sinirli ve \u00f6fkeli oldu\u011funu s\u00f6yleyecektir. \u0130nternet \u00e7a\u011f\u0131nda \u015fikayetlerin \u00e7o\u011fu zaman hayal bile edilemeyecek yerlere ula\u015ft\u0131\u011f\u0131n\u0131 unutmay\u0131n.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u015eik\u00e2yet, talep ve \u00f6neri y\u00f6netimi, m\u00fc\u015fteri ele\u015ftirilerini metodik olarak y\u00f6netmekle ilgilidir. Stratejiler geli\u015ftirmeniz ve bunlar\u0131n nereye ula\u015fmas\u0131 gerekti\u011fini, bunlara nas\u0131l tepki verilece\u011fini ve elde edilen bilgilerin hangi departmanlara veya ki\u015filere iletilmesi gerekti\u011fini belirlemeniz gerekir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sorumluluklar\u0131n atanmas\u0131 da \u015fikayet y\u00f6netiminin bir par\u00e7as\u0131d\u0131r. Olumsuz bir ele\u015ftiri, ancak her durumda kimin tepki vermesi gerekti\u011fi a\u00e7\u0131k oldu\u011funda olumlu bir \u015feye d\u00f6n\u00fc\u015ft\u00fcr\u00fclebilir.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri \u015fikayetlerini, taleplerini veya \u00f6nerilerini ele alma ad\u0131mlar\u0131<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u015eik\u00e2yet y\u00f6netimi, m\u00fc\u015fteri ili\u015fkileri y\u00f6netiminin bir par\u00e7as\u0131d\u0131r. \u00d6neri, talep ve \u015fikayet y\u00f6netimi s\u00fcre\u00e7lerinin tamam\u0131 iki hedefe ula\u015fmam\u0131z\u0131 sa\u011fl\u0131yor:<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-126370\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/11\/objectives-of-claims-and-complaints-management-min.jpg\" alt=\"Talep ve \u015fikayet y\u00f6netiminin hedefleri\" width=\"992\" height=\"604\"><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong><a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">M\u00fc\u015fteri memnun<\/a>iyeti:<\/strong> \u015eikayet y\u00f6netimi m\u00fc\u015fteri memnuniyetsizli\u011fini azaltmal\u0131 ve hatta ideal olarak m\u00fc\u015fteri sadakatini g\u00fc\u00e7lendirmelidir.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Kalite g\u00fcvencesi:<\/strong> \u015eikayet y\u00f6netimi sayesinde, m\u00fc\u015fteri geri bildirimleri uygun departmanlara ula\u015f\u0131r ve \u00fcr\u00fcn veya hizmetin iyile\u015ftirilmesine katk\u0131da bulunur.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">M\u00fc\u015fteri \u015fikayetlerini ele almak i\u00e7in ipu\u00e7lar\u0131  <\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Yukar\u0131da belirtilen hedefler, g\u00f6revleri ve dolay\u0131s\u0131yla \u015fikayet ve taleplerin ele al\u0131nmas\u0131na ili\u015fkin prosed\u00fcrleri de etkilemektedir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri memnuniyeti ve kalite g\u00fcvencesi hedeflerine g\u00f6re, g\u00f6revler iki alanda grupland\u0131r\u0131labilir. Bu nedenle, \u00e7o\u011funlukla olumlu bir m\u00fc\u015fteri ili\u015fkisine katk\u0131da bulunan \u00e7e\u015fitli g\u00f6revler vard\u0131r.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u015eikayetleri basitle\u015ftirin: Memnuniyetsiz m\u00fc\u015fterilerin memnuniyetsizliklerini sosyal a\u011flarda dile getirmek yerine ilk olarak size ba\u015fvurmalar\u0131 i\u00e7in, \u00f6rne\u011fin \u00e7evrimi\u00e7i bir \u00f6neri kutusu arac\u0131l\u0131\u011f\u0131yla m\u00fcmk\u00fcn oldu\u011funca basit bir \u015fekilde yorum ve\/veya \u00f6neride bulunma f\u0131rsat\u0131 sunmal\u0131s\u0131n\u0131z.  <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Ancak m\u00fc\u015fterinin hakl\u0131 ele\u015ftirisi ilk olarak size iletildi\u011finde, \u015fikayeti olumlu bir \u015fekilde de\u011ferlendirebilirsiniz.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0130lk temas\u0131n olumlu oldu\u011fundan emin olun: M\u00fc\u015fteri \u015fikayetini iletti\u011finde emin ellerde oldu\u011funu hissetmelidir.  <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bunu ba\u015farmak i\u00e7in \u00f6zel e\u011fitimli personel ele\u015ftiriyi kabul etmeli ve memnuniyetsiz m\u00fc\u015fteriye fikrinin \u00f6nemli oldu\u011funu hissettirmelidir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">S\u00fcreci net bir \u015fekilde tasarlay\u0131n: Hangi yorumlar\u0131n hangi departmanlara iletilece\u011fi a\u00e7\u0131k olmal\u0131d\u0131r. Bu nedenle, \u015fikayet y\u00f6netiminin g\u00f6revi yap\u0131lar olu\u015fturmak ve sorumluluklar\u0131 netle\u015ftirmektir.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Do\u011frudan harekete ge\u00e7in: Baz\u0131 eylemler m\u00fc\u015fteri ile temastan hemen sonra ve do\u011frudan ba\u015flat\u0131lmal\u0131d\u0131r.  <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Fiyat indirimi veya \u00fcr\u00fcn de\u011fi\u015fikli\u011finin uygun olup olmad\u0131\u011f\u0131 her duruma g\u00f6re de\u011fi\u015fir. Ancak, farkl\u0131 se\u00e7enekler (e\u011fer varsa) \u00f6nceden belirlenmelidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00d6te yandan, iletilen bir \u015fikayet veya yak\u0131nman\u0131n \u015firketin s\u00fcre\u00e7leri \u00fczerinde uzun vadeli bir etkisi de olmal\u0131d\u0131r, zira performans kalitesini s\u00fcrd\u00fcr\u00fclebilir bir \u015fekilde iyile\u015ftirmenin tek yolu budur.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Geri bildirimleri analiz edin: <a href=\"https:\/\/www.questionpro.com\/blog\/customer-complaint\/\">M\u00fc\u015fteri \u015fikayetleri<\/a> herhangi bir standart forma uymaz. Bu nedenle, t\u00fcm yorumlar i\u00e7eriklerine ve m\u00fc\u015fterinin niyetine g\u00f6re de\u011ferlendirilmelidir. Bu, kal\u0131plar\u0131 tan\u0131yabilmek, \u00f6ncelikleri belirleyebilmek ve \u00f6nlemleri uygulayabilmektir.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Y\u00f6netimi denetleyin: Olumsuz prosed\u00fcrlerin ortaya \u00e7\u0131kmamas\u0131 i\u00e7in \u00f6neri, talep ve \u015fikayet y\u00f6netimi bile periyodik olarak denetlenmelidir. Ayr\u0131ca denetimler, s\u00fcre\u00e7leri optimize etmenin olas\u0131 yollar\u0131n\u0131 da ortaya \u00e7\u0131karabilir.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Raporlar yay\u0131nlay\u0131n: Denetimlere dayal\u0131 raporlar karar al\u0131c\u0131lara \u00f6nemli g\u00f6stergeler sa\u011flar. Bunlar, de\u011fi\u015fikliklerin ba\u015flat\u0131lmas\u0131 i\u00e7in temel olu\u015fturabilir.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Toplanan bilgileri kullan\u0131n: Hasar y\u00f6netimi taraf\u0131ndan toplanan verilerden genellikle sonu\u00e7lar \u00e7\u0131kar\u0131labilir.  <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Elde edilen bilgiler genellikle kalite g\u00fcvencesi i\u00e7in \u00f6l\u00e7\u00fctler sa\u011flar ve daha sonra \u00fcretim ve hizmet performans\u0131n\u0131n iyile\u015ftirilmesine yard\u0131mc\u0131 olabilir.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">\u00d6neri, talep ve \u015fikayet y\u00f6netiminin genel ko\u015fullar\u0131<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u015eikayet y\u00f6netimi g\u00f6revlerini ba\u015far\u0131yla yerine getirmek i\u00e7in baz\u0131 genel ko\u015fullar\u0131n kar\u015f\u0131lanmas\u0131 gerekir. Her \u015feyden \u00f6nce bir organizasyon yap\u0131s\u0131 gereklidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu nedenle, \u00f6neri, talep ve \u015fikayet y\u00f6netimi \u015firket i\u00e7inde sabit bir bile\u015fen olmal\u0131 ve \u015firket y\u00f6netimi taraf\u0131ndan da \u00f6nemli bir fakt\u00f6r olarak kabul edilmelidir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">O zaman do\u011fru personeli bulmak ve onlar\u0131 uygun \u015fekilde e\u011fitmek faydal\u0131 olacakt\u0131r. Bu \u00f6zellikle do\u011frudan m\u00fc\u015fteri temas\u0131 i\u00e7in ge\u00e7erlidir. T\u00fcm m\u00fc\u015fteriler ele\u015ftirilerinde yap\u0131c\u0131 olmad\u0131\u011f\u0131ndan, \u00e7al\u0131\u015fanlar stresli durumlarla ba\u015fa \u00e7\u0131kabilmelidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Son olarak, i\u015flevsel bir altyap\u0131 da genel ko\u015fullar\u0131n bir par\u00e7as\u0131d\u0131r. Bu, esas olarak geri bildirim almaya ve herhangi bir olumsuz veya olumlu yorum ald\u0131ktan sonra harekete ge\u00e7meye yard\u0131mc\u0131 olan bir m\u00fc\u015fteri deneyimi yaz\u0131l\u0131m\u0131n\u0131n uygulanmas\u0131n\u0131 ifade eder.<\/span><\/p>\n<h3><strong>\u00d6neri, talep ve \u015fikayet y\u00f6netimine ili\u015fkin prosed\u00fcrler  <\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fterinin \u015fikayette bulunabilmesi i\u00e7in \u015firketinizin <a href=\"https:\/\/www.questionpro.com\/blog\/continuous-feedback\/\">s\u00fcrekli geri bildirimde<\/a> bulunmak \u00fczere basit se\u00e7enekler olu\u015fturmas\u0131 gerekir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu bir yard\u0131m hatt\u0131, sohbet veya e-posta adresi olabilir, ancak geri bildirimler web formlar\u0131 arac\u0131l\u0131\u011f\u0131yla da g\u00f6nderilebilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u015eirketler bu se\u00e7enekleri her zaman a\u00e7\u0131k\u00e7a belirtmelidir. Bu \u015fekilde m\u00fc\u015fteriler geri bildirimde bulunmaya te\u015fvik edilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bundan sonra talep i\u015fleme al\u0131n\u0131r. Burada, e\u011fitimli \u00e7al\u0131\u015fan\u0131n samimiyeti ve anlay\u0131\u015f\u0131 \u00f6nemli bir rol oynamaktad\u0131r. M\u00fc\u015fterilerinizin ele\u015ftirilerinden sonra ne gibi \u00f6nlemler al\u0131naca\u011f\u0131n\u0131 da bildiklerinden emin olun.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri, \u015fikayetinin ne t\u00fcr sonu\u00e7lar do\u011furaca\u011f\u0131n\u0131 m\u00fcmk\u00fcn oldu\u011funca anlayabilmelidir. Ancak, bazen belirli bir konu hakk\u0131nda s\u00fcrekli ileti\u015fim ekonomik olarak m\u00fcmk\u00fcn olmayabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu nedenle, \u015firketin profesyonelleri o anda ne t\u00fcr bir yan\u0131t\u0131n hala mant\u0131kl\u0131 oldu\u011funu ve neyin makul bir yan\u0131t olaca\u011f\u0131n\u0131 de\u011ferlendirmelidir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir sonraki ad\u0131m, m\u00fc\u015fterinin \u015fikayetini y\u00f6netmektir. Bu ayn\u0131 zamanda uygun departmana y\u00f6nlendirmeyi de i\u00e7erir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir\u00e7ok m\u00fc\u015fteri i\u00e7in, geri bildirimlerinin takdirle kabul edildi\u011fini ve bir de\u011fi\u015fiklikle sonu\u00e7lanaca\u011f\u0131n\u0131 bilmek yeterlidir. Ancak di\u011ferlerinin tatmin olmak i\u00e7in daha fazla eyleme ihtiyac\u0131 vard\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bunu yapmak i\u00e7in, destek \u00e7al\u0131\u015fanlar\u0131n\u0131z\u0131n emrinde do\u011fru kaynaklar olmal\u0131d\u0131r. Bu ad\u0131mda, \u00e7al\u0131\u015fan m\u00fc\u015fteriye do\u011frudan yan\u0131t verir ve bir indirim, \u00fcr\u00fcn de\u011fi\u015fikli\u011fi, onar\u0131m veya ba\u015fka bir fayda sunar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ayn\u0131 zamanda, dahili g\u00f6revlerin y\u00fcr\u00fct\u00fclmesine ba\u015flan\u0131r. Gelen \u015fikayet analiz edilir ve kategorize edilir, b\u00f6ylece \u015firkette nelerin de\u011fi\u015ftirilmesi gerekti\u011fi konusunda bilgi sa\u011flan\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Daha sonra, denetim ve raporlama g\u00f6revleri yerine getirilir, yani \u015fikayetleri ele alma s\u00fcrecinin kendisi g\u00f6zden ge\u00e7irilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ayn\u0131 zamanda etkinlik de de\u011ferlendirilir: M\u00fc\u015fteri memnuniyeti, al\u0131nan \u015fikayetle yeterince temsil ediliyor mu? Bu ba\u011flamda bir \u00e7\u00f6z\u00fcm, \u015fikayetlerin te\u015fvik edilmesi olabilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Denetim bilgileri haz\u0131rlan\u0131r ve \u015firket y\u00f6neticilerine veya di\u011fer karar vericilere sunulur. \u015eikayet y\u00f6netiminin bu kolu ayn\u0131 zamanda yapt\u0131r\u0131mla da ilgilenir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Toplanan ve haz\u0131rlanan veriler kalite y\u00f6netimini iyile\u015ftirmek i\u00e7in kullan\u0131lmal\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bunlar \u00fcretimin k\u00fc\u00e7\u00fck bir a\u015famas\u0131yla ilgili ayr\u0131nt\u0131lar olabilir ve h\u0131zl\u0131 bir \u015fekilde uygulanabilir. Ancak uzun vadede, \u015firketin tamam\u0131n\u0131 etkileyecek yap\u0131sal de\u011fi\u015fiklikleri ba\u015flatmak m\u00fcmk\u00fcnd\u00fcr.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">\u00d6neri, talep ve \u015fikayet y\u00f6netimi i\u00e7in ipu\u00e7lar\u0131<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0130\u015fte m\u00fc\u015fterilerinize m\u00fckemmel hizmet sunarak onlar\u0131 kazanman\u0131za yard\u0131mc\u0131 olacak baz\u0131 ipu\u00e7lar\u0131.  <\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Size geri bildirimde bulunmalar\u0131 i\u00e7in onlar\u0131 davet edin<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u015eikayet eden bir m\u00fc\u015fteri bir s\u0131k\u0131nt\u0131 de\u011fil, iyile\u015ftirme i\u00e7in bir f\u0131rsatt\u0131r. Onlar\u0131n geri bildirimlerinden \u00fcr\u00fcn veya hizmetleriniz hakk\u0131nda \u00f6nemli bilgiler elde edersiniz.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00d6fkeleri yat\u0131\u015ft\u0131\u011f\u0131nda ve sizden tatmin edici bir destek ald\u0131klar\u0131nda, \u015firketinizin m\u00fc\u015fteri odakl\u0131 oldu\u011funu alg\u0131lamalar\u0131 daha olas\u0131d\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Size haber bile vermeyen memnuniyetsiz m\u00fc\u015fteriler \u00e7ok daha k\u00f6t\u00fcd\u00fcr. Bu nedenle mutlaka m\u00fc\u015fteri geri bildirimi istemek gerekir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Elbette herkes olumlu geri bildirim almaktan ho\u015flan\u0131r, ancak s\u00fcrekli geli\u015fim en iyi eksikliklere dikkat \u00e7ekildi\u011finde i\u015fe yarar. Bu nedenle, m\u00fc\u015fterilerinizin endi\u015felerini size iletmelerini m\u00fcmk\u00fcn oldu\u011funca kolayla\u015ft\u0131rmal\u0131s\u0131n\u0131z. Onlara fikirlerinin ger\u00e7ekten \u00f6nemli oldu\u011funu hissettirin.  <\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fterilerinizin s\u00f6yleyeceklerini dikkatle dinleyin.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri memnuniyetsizli\u011fini ifade ederse, yap\u0131lacak ilk \u015fey endi\u015felerini dile getirmelerine izin vermektir. \u00c7o\u011fu zaman m\u00fc\u015fteri \u00f6fkesinin nedenini tam olarak belirtemeyebilir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bu nedenle takip sorular\u0131 da dinlemenin \u00f6nemli bir par\u00e7as\u0131 olarak kabul edilir. Bu \u015fekilde m\u00fc\u015fteriye ilgilendi\u011finizi g\u00f6stermi\u015f olursunuz ve \u00fcr\u00fcn\u00fc geli\u015ftirmek i\u00e7in \u00f6nemli bilgiler elde edilebilir.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">H\u0131zl\u0131 yan\u0131t verin<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Memnuniyetsiz bir m\u00fc\u015fteriyi sonsuza kadar telefonda beklemek kadar rahats\u0131z eden \u00e7ok az \u015fey vard\u0131r. Ancak bu, \u015firketlerin kendileriyle ileti\u015fime ge\u00e7en m\u00fc\u015fterilere yaln\u0131zca olabildi\u011fince h\u0131zl\u0131 yan\u0131t vermesi gerekti\u011fi anlam\u0131na gelmez.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ayr\u0131ca, e-posta ve sosyal medya arac\u0131l\u0131\u011f\u0131yla endi\u015felerini dile getiren m\u00fc\u015fterilere m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede yan\u0131t vermeye odaklanmal\u0131d\u0131rlar. Aksi takdirde, m\u00fc\u015fteri s\u00fcrt\u00fc\u015fmesi artmaya devam eder ve sonunda hasar kontrol\u00fcn\u00fcn art\u0131k m\u00fcmk\u00fcn olmad\u0131\u011f\u0131 noktaya ula\u015f\u0131r.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ancak, bir \u015firket net bir \u00f6neri, talep ve \u015fikayet y\u00f6netim sistemi kurmu\u015fsa, bu t\u00fcr bir sorun ya\u015fanmayacakt\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0130\u015fte online m\u00fc\u015fteri hizmetleri sisteminizi geli\u015ftirmek i\u00e7in baz\u0131 iyi se\u00e7enekler.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Su\u00e7u \u00fcstlenin<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bazen sorunun \u015firketinizden veya \u00fcr\u00fcn\u00fcn\u00fczden de\u011fil, m\u00fc\u015fterinin kendisinden kaynakland\u0131\u011f\u0131 g\u00f6r\u00fcl\u00fcr. Ancak bunu onlara asla s\u00f6ylememelisiniz.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">A\u00e7\u0131k\u00e7as\u0131, zaten \u00fczg\u00fcn ve k\u0131zg\u0131n olan m\u00fc\u015fterileri su\u00e7lamak iyi bir fikir de\u011fildir, \u00f6zellikle de yapt\u0131klar\u0131 \u00f6demeyle \u015firketinizin ba\u015far\u0131s\u0131na katk\u0131da bulunduklar\u0131 i\u00e7in.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0130kinci olarak, onlar\u0131n \u015fikayetleri de teklifinizi geli\u015ftirmenize katk\u0131da bulunabilir. Belki de kullan\u0131m talimatlar\u0131 daha basit hale getirilebilir veya genel olarak ileti\u015fim iyile\u015ftirilmelidir. Her durumda, sorunun t\u00fcm sorumlulu\u011funu \u00fcstlenmelisiniz.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u00c7\u00f6z\u00fcmleri d\u00fc\u015f\u00fcn\u00fcn<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bir yandan, memnuniyetsiz bir m\u00fc\u015fteri h\u0131nc\u0131n\u0131 sizden \u00e7\u0131karmak isteyecektir. Ancak di\u011fer yandan, sorunlar\u0131na bir \u00e7\u00f6z\u00fcm bulmalar\u0131 gerekiyor. Bu y\u00fczden sempatik olmak yeterli de\u011fildir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tercihen m\u00fc\u015fteri kendi taleplerini dile getirmeden \u00f6nce mant\u0131kl\u0131 \u00e7\u00f6z\u00fcmler sunun. Bu sizi kontrol alt\u0131nda tutacak ve ayr\u0131ca k\u00fcm\u00fclatif tazminat maliyetlerini daha iyi belirleyebileceksiniz. M\u00fc\u015fterinin \u00f6nemi ne olursa olsun, \u00e7\u00f6z\u00fcm\u00fc m\u00fc\u015fteriye g\u00f6re de uyarlayabilirsiniz.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Sonu\u00e7<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u0130yi \u00f6neri, talep ve \u015fikayet y\u00f6netimi, m\u00fc\u015fterinize ger\u00e7ekten yard\u0131mc\u0131 olmay\u0131 istemek ve geri bildirimi i\u015finizi geli\u015ftirmek i\u00e7in bir f\u0131rsat olarak kabul etmek anlam\u0131na gelir.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bunu yapabilirseniz, memnun olmayan m\u00fc\u015fteriler tekrar gelen m\u00fc\u015fteriler haline gelecektir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">QuestionPro CX, m\u00fc\u015fterinin sesini dinlemek ve ihtiya\u00e7lar\u0131n\u0131 kar\u015f\u0131lamak i\u00e7in gerekli ara\u00e7lara sahiptir. QuestionPro m\u00fc\u015fteri deneyimi platformumuzun demosunu talep edin ve tam potansiyelini ke\u015ffedin.<\/span><\/p>\n<p class=\"p1\"><strong> <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a> ile ola\u011fan\u00fcst\u00fc bir m\u00fc\u015fteri deneyimi mi sunmak istiyorsunuz?<\/strong> M\u00fc\u015fterilerinizi her temas noktas\u0131nda nas\u0131l memnun edece\u011finiz ve onlar\u0131 nas\u0131l marka savunucular\u0131na d\u00f6n\u00fc\u015ft\u00fcrece\u011finiz hakk\u0131nda daha fazlas\u0131n\u0131 ke\u015ffedin.<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>CX \u00fccretsiz denemenize \u015fimdi eri\u015fin<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Her m\u00fc\u015fterinin istek ve ihtiya\u00e7lar\u0131n\u0131 tahmin etmek \u00e7ok zordur. \u00dcr\u00fcn\u00fcn\u00fczden veya hizmetinizden ger\u00e7ekten memnun olan m\u00fc\u015fterileriniz olacakt\u0131r, ancak sorun ya\u015fayan [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":702087,"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":[1192,1238],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r? | QuestionPro<\/title>\n<meta name=\"description\" content=\"\u00d6neri, talep ve \u015fikayet y\u00f6netimi, bir \u015firketteki m\u00fc\u015fteri \u015fikayetleriyle ilgilenir. Bu ipu\u00e7lar\u0131yla m\u00fc\u015fteri sadakatini g\u00fc\u00e7lendirin.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r? | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"\u00d6neri, talep ve \u015fikayet y\u00f6netimi, bir \u015firketteki m\u00fc\u015fteri \u015fikayetleriyle ilgilenir. Bu ipu\u00e7lar\u0131yla m\u00fc\u015fteri sadakatini g\u00fc\u00e7lendirin.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2021-11-22T14:30:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/11\/claims-and-complaints-management-min.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"992\" \/>\n\t<meta property=\"og:image:height\" content=\"594\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Fabyio Villegas\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Yazan:\" \/>\n\t<meta name=\"twitter:data1\" content=\"Fabyio Villegas\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tahmini okuma s\u00fcresi\" \/>\n\t<meta name=\"twitter:data2\" content=\"11 dakika\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/\"},\"author\":{\"name\":\"Fabyio Villegas\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/4f0c1596eb1a64b215717f16e263068d\"},\"headline\":\"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r?\",\"datePublished\":\"2021-11-22T14:30:29+00:00\",\"dateModified\":\"2021-11-22T14:30:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/\"},\"wordCount\":2191,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#organization\"},\"articleSection\":[\"CX\",\"M\u00fc\u015fteri Memnuniyeti\"],\"inLanguage\":\"tr\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/\",\"name\":\"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r? | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#website\"},\"datePublished\":\"2021-11-22T14:30:29+00:00\",\"dateModified\":\"2021-11-22T14:30:29+00:00\",\"description\":\"\u00d6neri, talep ve \u015fikayet y\u00f6netimi, bir \u015firketteki m\u00fc\u015fteri \u015fikayetleriyle ilgilenir. Bu ipu\u00e7lar\u0131yla m\u00fc\u015fteri sadakatini g\u00fc\u00e7lendirin.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/#breadcrumb\"},\"inLanguage\":\"tr\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Ev\",\"item\":\"https:\/\/www.questionpro.com\/blog\/tr\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX\",\"item\":\"https:\/\/www.questionpro.com\/blog\/tr\/category\/cx\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"M\u00fc\u015fteri Memnuniyeti\",\"item\":\"https:\/\/www.questionpro.com\/blog\/tr\/category\/musteri-memnuniyeti\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#website\",\"url\":\"https:\/\/www.questionpro.com\/blog\/tr\/\",\"name\":\"QuestionPro\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.questionpro.com\/blog\/tr\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"tr\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#organization\",\"name\":\"QuestionPro\",\"url\":\"https:\/\/www.questionpro.com\/blog\/tr\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"tr\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"contentUrl\":\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg\",\"caption\":\"QuestionPro\"},\"image\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/questionpro\",\"https:\/\/twitter.com\/questionpro\",\"https:\/\/www.linkedin.com\/company\/questionpro\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/4f0c1596eb1a64b215717f16e263068d\",\"name\":\"Fabyio Villegas\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"tr\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c1eda364265c66792ad93d208502b662?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c1eda364265c66792ad93d208502b662?s=96&d=mm&r=g\",\"caption\":\"Fabyio Villegas\"},\"description\":\"Copywriter and SEO Specialist. With over 11 years of experience in Digital Marketing and Educational Content Curation.\",\"url\":\"https:\/\/www.questionpro.com\/blog\/tr\/author\/fabiola\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r? | QuestionPro","description":"\u00d6neri, talep ve \u015fikayet y\u00f6netimi, bir \u015firketteki m\u00fc\u015fteri \u015fikayetleriyle ilgilenir. Bu ipu\u00e7lar\u0131yla m\u00fc\u015fteri sadakatini g\u00fc\u00e7lendirin.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/","og_locale":"tr_TR","og_type":"article","og_title":"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r? | QuestionPro","og_description":"\u00d6neri, talep ve \u015fikayet y\u00f6netimi, bir \u015firketteki m\u00fc\u015fteri \u015fikayetleriyle ilgilenir. Bu ipu\u00e7lar\u0131yla m\u00fc\u015fteri sadakatini g\u00fc\u00e7lendirin.","og_url":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/","og_site_name":"QuestionPro","article_publisher":"https:\/\/www.facebook.com\/questionpro","article_published_time":"2021-11-22T14:30:29+00:00","og_image":[{"width":992,"height":594,"url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/11\/claims-and-complaints-management-min.jpg","type":"image\/jpeg"}],"author":"Fabyio Villegas","twitter_card":"summary_large_image","twitter_creator":"@questionpro","twitter_site":"@questionpro","twitter_misc":{"Yazan:":"Fabyio Villegas","Tahmini okuma s\u00fcresi":"11 dakika"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/#article","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/"},"author":{"name":"Fabyio Villegas","@id":"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/4f0c1596eb1a64b215717f16e263068d"},"headline":"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r?","datePublished":"2021-11-22T14:30:29+00:00","dateModified":"2021-11-22T14:30:29+00:00","mainEntityOfPage":{"@id":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/"},"wordCount":2191,"publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/tr\/#organization"},"articleSection":["CX","M\u00fc\u015fteri Memnuniyeti"],"inLanguage":"tr"},{"@type":"WebPage","@id":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/","url":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/","name":"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r? | QuestionPro","isPartOf":{"@id":"https:\/\/www.questionpro.com\/blog\/tr\/#website"},"datePublished":"2021-11-22T14:30:29+00:00","dateModified":"2021-11-22T14:30:29+00:00","description":"\u00d6neri, talep ve \u015fikayet y\u00f6netimi, bir \u015firketteki m\u00fc\u015fteri \u015fikayetleriyle ilgilenir. Bu ipu\u00e7lar\u0131yla m\u00fc\u015fteri sadakatini g\u00fc\u00e7lendirin.","breadcrumb":{"@id":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/#breadcrumb"},"inLanguage":"tr","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.questionpro.com\/blog\/tr\/hasar-ve-sikayet-yonetimi-nedir-ve-nasil-yapilir\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Ev","item":"https:\/\/www.questionpro.com\/blog\/tr\/"},{"@type":"ListItem","position":2,"name":"CX","item":"https:\/\/www.questionpro.com\/blog\/tr\/category\/cx\/"},{"@type":"ListItem","position":3,"name":"M\u00fc\u015fteri Memnuniyeti","item":"https:\/\/www.questionpro.com\/blog\/tr\/category\/musteri-memnuniyeti\/"},{"@type":"ListItem","position":4,"name":"Hasar ve \u015fikayet y\u00f6netimi: Nedir ve nas\u0131l yap\u0131l\u0131r?"}]},{"@type":"WebSite","@id":"https:\/\/www.questionpro.com\/blog\/tr\/#website","url":"https:\/\/www.questionpro.com\/blog\/tr\/","name":"QuestionPro","description":"","publisher":{"@id":"https:\/\/www.questionpro.com\/blog\/tr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.questionpro.com\/blog\/tr\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"tr"},{"@type":"Organization","@id":"https:\/\/www.questionpro.com\/blog\/tr\/#organization","name":"QuestionPro","url":"https:\/\/www.questionpro.com\/blog\/tr\/","logo":{"@type":"ImageObject","inLanguage":"tr","@id":"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/logo\/image\/","url":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","contentUrl":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/10\/questionpro-logo.svg","caption":"QuestionPro"},"image":{"@id":"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/questionpro","https:\/\/twitter.com\/questionpro","https:\/\/www.linkedin.com\/company\/questionpro\/"]},{"@type":"Person","@id":"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/4f0c1596eb1a64b215717f16e263068d","name":"Fabyio Villegas","image":{"@type":"ImageObject","inLanguage":"tr","@id":"https:\/\/www.questionpro.com\/blog\/tr\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/c1eda364265c66792ad93d208502b662?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c1eda364265c66792ad93d208502b662?s=96&d=mm&r=g","caption":"Fabyio Villegas"},"description":"Copywriter and SEO Specialist. With over 11 years of experience in Digital Marketing and Educational Content Curation.","url":"https:\/\/www.questionpro.com\/blog\/tr\/author\/fabiola\/"}]}},"featured_image_src":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/11\/claims-and-complaints-management-min.jpg","featured_image_src_square":"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2021\/11\/claims-and-complaints-management-min.jpg","author_info":{"display_name":"Fabyio Villegas","author_link":"https:\/\/www.questionpro.com\/blog\/tr\/author\/fabiola\/"},"_links":{"self":[{"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/posts\/798933"}],"collection":[{"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/users\/49"}],"replies":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/comments?post=798933"}],"version-history":[{"count":0,"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/posts\/798933\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/media\/702087"}],"wp:attachment":[{"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/media?parent=798933"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/categories?post=798933"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/tags?post=798933"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}