{"id":799000,"date":"2018-04-12T04:38:05","date_gmt":"2018-04-12T11:38:05","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-hizmetleri-nedir-beceriler-iyilestirme-ipuclari\/"},"modified":"2023-06-20T23:38:48","modified_gmt":"2023-06-20T23:38:48","slug":"musteri-hizmetleri-nedir-beceriler-iyilestirme-ipuclari","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-hizmetleri-nedir-beceriler-iyilestirme-ipuclari\/","title":{"rendered":"M\u00fc\u015fteri Hizmetleri: Nedir, Beceriler + \u0130yile\u015ftirme \u0130pu\u00e7lar\u0131"},"content":{"rendered":"\n<p><span style=\"font-weight: 400;\">M\u00fckemmel m\u00fc\u015fteri hizmetleri, her ba\u015far\u0131l\u0131 kurulu\u015fun temelidir. Bu, tan\u0131t\u0131m ve markala\u015fma faaliyetleri de dahil olmak \u00fczere m\u00fc\u015fteri eri\u015fiminin di\u011fer t\u00fcm y\u00f6nlerini tamamlayan tek varl\u0131kt\u0131r.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">Bu makalede, m\u00fc\u015fteri hizmetlerinin ne oldu\u011funu, \u00f6nemini, profesyoneller i\u00e7in en \u00f6nemli becerileri, daha iyi hizmet i\u00e7in ipu\u00e7lar\u0131n\u0131 ve m\u00fc\u015fteri hizmetleri ile m\u00fc\u015fteri deste\u011fi aras\u0131ndaki fark\u0131 ele alaca\u011f\u0131z. <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\">\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri\u0307 deneyi\u0307mi\u0307<\/span>\n<\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n\n<p><i>\n  <span style=\"font-weight: 400;\">\u00dccretsiz e-kitab\u0131 indirmeyi unutmay\u0131n: <\/span>\n<\/i><b>\n  <i>Hacker&#8217;\u0131n M\u00fc\u015fteri Deneyimi Rehberi<\/i>\n<\/b><i>\n  <span style=\"font-weight: 400;\">Bu k\u0131lavuzun sonuna do\u011fru bulabilirsiniz!<\/span>\n<\/i><\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri Hizmetleri Nedir?<\/h2>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri, m\u00fc\u015fterilere sat\u0131n alma \u00f6ncesinde, s\u0131ras\u0131nda ve sonras\u0131nda sa\u011flanan yard\u0131md\u0131r. Hatas\u0131z hizmet sunmak isteyen bir kurulu\u015f, \u00fcr\u00fcn geli\u015ftirme, sat\u0131\u015f ve pazarlamaya yapt\u0131\u011f\u0131 yat\u0131r\u0131m kadar buna da yat\u0131r\u0131m yapacakt\u0131r.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">M\u00fckemmel m\u00fc\u015fteri hizmetleri sunan kurulu\u015flar, m\u00fc\u015fterileri aras\u0131nda rakiplerine k\u0131yasla daha pop\u00fcler olma e\u011filimindedir.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">\u0130yi m\u00fc\u015fteri deneyimi, t\u00fcm m\u00fc\u015fteri etkile\u015fim noktalar\u0131na kurum k\u00fclt\u00fcr\u00fc, dijitalle\u015fme ihtiya\u00e7lar\u0131 veya bu t\u00fcr bile\u015fenlere g\u00f6re yap\u0131 kazand\u0131r\u0131larak in\u015fa edilir.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">Geli\u015fmi\u015f bir m\u00fc\u015fteri deneyimi yaratmak i\u00e7in m\u00fc\u015fteriye y\u00f6nelik \u00e7e\u015fitli s\u00fcre\u00e7leri uyumlu hale getirmek, bir kurulu\u015fun y\u00f6netiminin ve di\u011fer \u00e7al\u0131\u015fanlar\u0131n\u0131n \u00f6nemli \u00f6l\u00e7\u00fcde zaman ve \u00e7aba harcamas\u0131na neden olabilir.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">\u00d6rne\u011fin, bir <\/span><a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-service-survey-template\/\">\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri\u0307 hi\u0307zmetleri\u0307 anketi\u0307<\/span>\n<\/a><span style=\"font-weight: 400;\">Bir marka, bir m\u00fc\u015fterinin kendileriyle etkile\u015fime ge\u00e7erken ald\u0131\u011f\u0131 hizmet d\u00fczeyini de\u011ferlendirebilir. Bu anketin yap\u0131lmas\u0131, m\u00fc\u015fterileri elde tutmak ve iyile\u015ftirilmesi gereken hizmet alanlar\u0131n\u0131 belirlemek a\u00e7\u0131s\u0131ndan faydal\u0131d\u0131r.<\/span><\/p>\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\">Daha fazla bilgi edinin: <\/span><a href=\"https:\/\/www.questionpro.com\/survey-templates\/client-evaluation-of-company-services\/\">\n  <span style=\"font-weight: 400;\">\u015eirket Hizmetlerine \u0130li\u015fkin M\u00fc\u015fteri De\u011ferlendirme Anketi \u015eablonu<\/span>\n<\/a><\/p>\n\n<h2 class=\"wp-block-heading\"><span style=\"font-weight: 400;\">\u0130yi m\u00fc\u015fteri hizmetlerinin \u00f6nemi  <\/span><\/h2>\n\n<blockquote class=\"wp-block-quote\">\n<p class=\"has-text-align-left\">M\u00fc\u015fteri hizmetleri sadece bir departman de\u011fil, t\u00fcm \u015firket olmal\u0131d\u0131r. &#8211; Zappos&#8217;un kurucusu Tony Hsieh<\/p>\n<\/blockquote>\n\n<p>M\u00fc\u015fteriler, sorunlar\u0131n\u0131n \u00e7\u00f6z\u00fclmesini ve her seferinde memnun olarak geri d\u00f6nmeyi bekleyerek sorunlar\u0131n\u0131 bildirirler. Zaman\u0131n s\u0131nav\u0131ndan sa\u011f \u00e7\u0131kmak i\u00e7in, bir kurulu\u015fun m\u00fc\u015fterilerine sunabilece\u011fi hizmet d\u00fczeyi bu olmal\u0131d\u0131r.<\/p>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">H\u0131zland\u0131r\u0131lm\u0131\u015f yan\u0131t s\u00fcresi<\/span><\/h3>Raporlar, m\u00fc\u015fterilerin 3\/4&#8217;\u00fcn\u00fcn \u00e7evrimi\u00e7i bir sorgu y\u00f6nelttikten sonra be\u015f dakika i\u00e7inde yan\u0131t bekledi\u011fini g\u00f6steriyor. M\u00fckemmel m\u00fc\u015fteri hizmeti sunmaya odaklanan \u015firketlerin say\u0131s\u0131ndaki art\u0131\u015fla birlikte, her bir kurulu\u015f kapsaml\u0131 bir m\u00fc\u015fteri deneyimi yaratan m\u00fc\u015fteri etkile\u015fimi temas noktalar\u0131na \u00f6ncelik vermeye \u00e7al\u0131\u015f\u0131yor.<\/li>\n<\/ul>\n\n<ul>\n<li><h3>M\u00fc\u015fteri sorunlar\u0131n\u0131n etkin y\u00f6netimi<\/h3>Bir kurulu\u015fun m\u00fc\u015fteri sorunlar\u0131n\u0131 ele alma ve daha iyi bir deneyim yaratma \u015fekli, ba\u015far\u0131s\u0131nda veya ba\u015far\u0131s\u0131zl\u0131\u011f\u0131nda belirleyici bir fakt\u00f6rd\u00fcr.<\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Yeterli hizmet sunun<\/span><\/h3><span style=\"font-weight: 400;\">Yetkin ve zaman\u0131nda m\u00fc\u015fteri hizmeti sa\u011flamak ve teknolojik a\u00e7\u0131dan geli\u015fmi\u015f \u00fcr\u00fcn ve hizmetler sunmak bir kurulu\u015fun ba\u015far\u0131l\u0131 olmas\u0131na yard\u0131mc\u0131 olur. Hedef kitleyle \u00e7e\u015fitli d\u00fczeylerde ba\u011flant\u0131 kurmak, kapsaml\u0131 bir m\u00fc\u015fteri deneyimi olu\u015fturacakt\u0131r.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Her hizmet say\u0131l\u0131r<\/span><\/h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimiyle uyu\u015fmayan \u00fcr\u00fcn ve hizmetlerin sunulmas\u0131 sat\u0131\u015flar\u0131n d\u00fc\u015fmesi a\u00e7\u0131s\u0131ndan hayati \u00f6nem ta\u015f\u0131r ve m\u00fc\u015fteriler bu k\u00f6t\u00fc deneyimi tan\u0131d\u0131klar\u0131 aras\u0131nda yayarak piyasadaki itibarlar\u0131na zarar verebilir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Mutlu bir m\u00fc\u015fteri her zaman daha iyi bir i\u015f i\u00e7in kaynakt\u0131r, bu nedenle kurulu\u015fa sad\u0131k kalmak i\u00e7in \u00fcr\u00fcnlerde bir engelle kar\u015f\u0131la\u015ft\u0131klar\u0131nda m\u00fc\u015fteri i\u00e7in ho\u015f bir m\u00fc\u015fteri hizmetleri deneyimi geli\u015ftirmeye odaklan\u0131n.<\/span><\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Mutlu bir m\u00fc\u015fteri neden daha iyi bir i\u015f i\u00e7in kaynakt\u0131r?<\/h2>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteriler, \u00fcr\u00fcn veya hizmetlerinizden do\u011fas\u0131 gere\u011fi en iyi deneyimi bekler. Soru veya destek durumunda da iyi bir m\u00fc\u015fteri hizmeti beklerler. Bir i\u015fletmeye olan ba\u011fl\u0131l\u0131klar\u0131n\u0131n arkas\u0131ndaki nedenlerden biri de budur. Ne kadar mutlu olurlarsa, markan\u0131zla i\u015f yapmaya devam etme olas\u0131l\u0131klar\u0131 da o kadar artar.<\/span><\/p>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">A\u011f\u0131zdan a\u011f\u0131za ileti\u015fimi en iyi \u015fekilde kullan\u0131n<\/span><\/h3><span style=\"font-weight: 400;\">Kulaktan kula\u011fa ileti\u015fim, herhangi bir pazarda g\u00fc\u00e7l\u00fc bir yer edinmek i\u00e7in g\u00fc\u00e7l\u00fc bir ara\u00e7t\u0131r. Memnun m\u00fc\u015fteriler her zaman m\u00fc\u015fteri hizmetleri deneyimleri hakk\u0131nda konu\u015fur, bu da arkada\u015flar\u0131n\u0131n ve m\u00fc\u015fterilerinin bir kurulu\u015fun \u00fcr\u00fcn ve hizmetlerine ilgi g\u00f6stermesine yol a\u00e7ar ve bu da sat\u0131\u015flar\u0131n artmas\u0131na neden olabilir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Bir kurulu\u015f \u015funlar\u0131 yapabilir <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/net-promoter-score-calculation\/\">\n  <span style=\"font-weight: 400;\">Net Tavsiye Skoru&#8217;nu hesaplay\u0131n<\/span>\n<\/a><span style=\"font-weight: 400;\"> de\u011ferlendirmek i\u00e7in bir ankete NPS sorusunu dahil ederek <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-sadakati-nedir-ve-nasil-elde-edilir\/\">\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri sadakati<\/span>\n<\/a><span style=\"font-weight: 400;\"> ve marka payla\u015f\u0131labilirli\u011fi.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Geli\u015ftirilen teknolojinin uygulanmas\u0131<\/span><\/h3><span style=\"font-weight: 400;\">Teknolojik geli\u015fmeler, kurulu\u015flar\u0131n m\u00fckemmel m\u00fc\u015fteri hizmetlerini geli\u015ftirmesini veya s\u00fcrd\u00fcrmesini kolayla\u015ft\u0131rd\u0131. E-posta, sohbet,  <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/tr\/cevrimici-anketler-nedir-avantajlari-ve-ornekleri\/\">\n  <span style=\"font-weight: 400;\">online anketler<\/span>\n<\/a><span style=\"font-weight: 400;\">sosyal a\u011f ortamlar\u0131 ve telefon, sat\u0131n alma \u00f6ncesinde, s\u0131ras\u0131nda ve sonras\u0131nda s\u00fcrekli destek sa\u011flamak i\u00e7in kullan\u0131l\u0131r.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Zaman\u0131 kilit bir fakt\u00f6r olarak d\u00fc\u015f\u00fcn\u00fcn<\/span><\/h3><span style=\"font-weight: 400;\">M\u00fc\u015fterilerle iyi bir ili\u015fkinin s\u00fcrd\u00fcr\u00fclmesinde \u00f6nemli rol oynayan bir fakt\u00f6r de zamand\u0131r. M\u00fckemmel m\u00fc\u015fteri hizmeti sunmak i\u00e7in, sorunlar\u0131n\u0131 h\u0131zl\u0131 bir \u015fekilde \u00e7\u00f6zmek, zamanlar\u0131na sayg\u0131 duymak ve sorunlar\u0131n\u0131 \u00e7\u00f6zmelerine yard\u0131mc\u0131 olmak \u00f6nemlidir.<\/span><\/li>\n<\/ul>\n\n<p><span style=\"font-weight: 400;\">\u0130yi m\u00fc\u015fteri hizmetleri becerileri, katlanarak artan bir deneyim yaratabilir. \u00d6rne\u011fin, bir restorana yap\u0131lan her ziyaret \u00e7ok \u00f6nemli bir tart\u0131\u015fmay\u0131 i\u00e7erir: M\u00fc\u015fteri hizmetleri ne kadar iyi ya da k\u00f6t\u00fcyd\u00fc?  <\/span><span style=\"font-weight: 400;\">Y\u00f6netimin spesifikasyonlara dikkat edecek kadar \u00f6zenli olup olmad\u0131\u011f\u0131 veya m\u00fc\u015fterilere s\u0131cak su istediklerinde so\u011fuk su servis edilip edilmedi\u011fi?<\/span><\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri hizmetleri t\u00fcrleri<\/h2>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetlerinin kalitesi, bir markan\u0131n sa\u011flad\u0131\u011f\u0131 itibar\u0131 hesaplar. M\u00fc\u015fterinizi ve ihtiya\u00e7lar\u0131n\u0131 anlamak \u00e7ok \u00f6nemlidir.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">Bir\u00e7ok ba\u015far\u0131l\u0131 m\u00fc\u015fteri odakl\u0131 kurulu\u015f, g\u00fc\u00e7l\u00fc <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\">\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri anket yaz\u0131l\u0131m\u0131<\/span>\n<\/a><span style=\"font-weight: 400;\">  Hedef kitleleriyle d\u00fczenli anketler yapmak. Bu t\u00fcr yaz\u0131l\u0131mlar, \u015firketlerin daha m\u00fc\u015fteri odakl\u0131 olmalar\u0131na yard\u0131mc\u0131 olmak i\u00e7in geli\u015fmi\u015f analitik kullanarak kapsaml\u0131 ara\u015ft\u0131rmalar yapmalar\u0131na olanak tan\u0131r.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">Farkl\u0131 m\u00fc\u015fteriler bir kurulu\u015ftan farkl\u0131 yard\u0131m t\u00fcrleri bekler. 5 ana tip vard\u0131r:<\/span><\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"992\" height=\"799\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2018\/04\/types-of-customer-service.jpg\" alt=\"\" class=\"wp-image-421832\"\/><\/figure>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Potansiyel m\u00fc\u015fteriler i\u00e7in yard\u0131m<\/span><\/h3><span style=\"font-weight: 400;\">Potansiyel m\u00fc\u015fteriler m\u00fc\u015fteri de\u011fildir, ancak i\u015fletmenin web sitesinde ileti\u015fim bilgilerini sa\u011flayarak, \u00e7evrimi\u00e7i sohbet yoluyla sat\u0131\u015f destek ekibiyle ileti\u015fime ge\u00e7erek veya telefonla veya y\u00fcz y\u00fcze \u00e7evrimd\u0131\u015f\u0131 g\u00f6r\u00fc\u015fmeler yaparak \u00fcr\u00fcnlere \/ hizmetlere ilgi g\u00f6stermi\u015flerdir. Bu potansiyel m\u00fc\u015fteriler, onlar\u0131 al\u0131c\u0131ya d\u00f6n\u00fc\u015ft\u00fcrmek i\u00e7in s\u00fcrekli yard\u0131ma ihtiya\u00e7 duyan bir sat\u0131\u015f hunisinin ilk katman\u0131n\u0131 olu\u015fturacakt\u0131r.<\/span><br\/><br\/><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri departman\u0131, bu potansiyel al\u0131c\u0131lar\u0131n \u00fcr\u00fcnlerden\/hizmetlerden ne beklemeleri gerekti\u011fini bilmelerini sa\u011flamal\u0131d\u0131r. \u0130lgilendikleri \u00fcr\u00fcnler i\u00e7in \u00fcr\u00fcn sayfas\u0131 ba\u011flant\u0131lar\u0131 ve yard\u0131m dosyalar\u0131 gibi kaynaklar\u0131 onlarla s\u00fcrekli payla\u015f\u0131n. Onlara rehberlik edecek bir temsilci ekibinin her zaman haz\u0131r oldu\u011funu a\u00e7\u0131k\u00e7a belirtin.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Yeni m\u00fc\u015fteri al\u0131m\u0131<\/span><\/h3><span style=\"font-weight: 400;\">Bir \u00fcr\u00fcn veya hizmet sat\u0131n alm\u0131\u015f olan ancak yine de i\u015fleyi\u015f k\u0131sm\u0131n\u0131 anlamak i\u00e7in yard\u0131ma ihtiya\u00e7 duyan m\u00fc\u015fteriler bu kategoriye girer. \u0130\u015fte o zaman, m\u00fcmk\u00fcn olan her t\u00fcrl\u00fc ek bilgiyi sa\u011flamak i\u00e7in bir servis ekibi devreye girer.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Sat\u0131n alma i\u015flemi tamamland\u0131ktan sonra bile bu m\u00fc\u015fterilere iyi hizmet ve destek sa\u011flamak, zaman i\u00e7inde sad\u0131k al\u0131c\u0131lara d\u00f6n\u00fc\u015fmelerini sa\u011flayacakt\u0131r.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Yeni bir m\u00fc\u015fteriye \u00fcr\u00fcn\u00fcn\/hizmetin i\u015fleyi\u015fini a\u00e7\u0131klamak i\u00e7in zaman ay\u0131ran hizmet ekipleri, m\u00fc\u015fterilerinin \u00e7o\u011fuyla daha yak\u0131n ba\u011flar geli\u015ftirme e\u011filimindedir.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">D\u00fcrt\u00fcsel m\u00fc\u015fterilere rehberlik<\/span><\/h3><span style=\"font-weight: 400;\">Bu m\u00fc\u015fteriler, t\u00fcm \u00fcr\u00fcn ve hizmetler iyi a\u00e7\u0131klan\u0131rsa ve ne istedikleri konusunda kesin bir netli\u011fe sahip olurlarsa bir anda sat\u0131n alma i\u015flemini ger\u00e7ekle\u015ftireceklerdir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Onlar\u0131 sat\u0131n almaya ikna etmek \u00e7ok zor de\u011fil, ancak \u00fcr\u00fcn sat\u0131n alma prosed\u00fcr\u00fc a\u00e7\u0131k\u00e7a tan\u0131mlanm\u0131\u015f, kolay ve h\u0131zl\u0131 olmal\u0131d\u0131r. Kesin bilgilere sahip olman\u0131z ve sat\u0131n almak i\u00e7in en az say\u0131da t\u0131klama yapman\u0131z tavsiye edilir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">D\u00fcrt\u00fcsel m\u00fc\u015fteriler s\u0131k\u0131\u015ft\u0131\u011f\u0131nda, k\u0131sa ve do\u011fru bir \u015fekilde \u00e7\u00f6z\u00fcm sa\u011flanmal\u0131d\u0131r. Cevab\u0131n \u00e7ok uzun olmas\u0131 durumunda, bu d\u00fcrt\u00fcsel m\u00fc\u015fterilerin web sitesi oturumunu b\u0131rakma ihtimali y\u00fcksektir.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">\u0130ndirim arayan m\u00fc\u015fterilere yard\u0131mc\u0131 olun<\/span><\/h3><span style=\"font-weight: 400;\">Bu m\u00fc\u015fteriler hi\u00e7bir zaman bir kurulu\u015fun kaynaklar\u0131nda belirtilen bir fiyattan sat\u0131n alma yapmayacakt\u0131r. Belirli bir fiyattaki bir \u00fcr\u00fcn veya hizmette arad\u0131klar\u0131 ekstra bir \u015fey her zaman olacakt\u0131r. Daha \u00f6nce indirimli fiyatlardan al\u0131\u015fveri\u015f yapm\u0131\u015flarsa, indirimden yararlanamad\u0131klar\u0131 takdirde ayn\u0131 \u00fcr\u00fcnleri sat\u0131n almamalar\u0131 kuvvetle muhtemeldir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Bir hizmet ekibinin \u00fcr\u00fcnlere s\u00fcrekli de\u011fer katmas\u0131 gerekir ki bu m\u00fc\u015fteriler onlar\u0131 sat\u0131n almay\u0131 kabul etsin. Kupon kodlar\u0131 veya di\u011fer ayr\u0131cal\u0131klar konusunda yard\u0131m sa\u011flay\u0131n. Bu m\u00fc\u015fterilerin kar\u015f\u0131la\u015ft\u0131\u011f\u0131 her sorun i\u00e7in m\u00fc\u015fteri hizmetleri, bir kurulu\u015fta daha uzun s\u00fcre kalmalar\u0131n\u0131 sa\u011flayabilir.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Sad\u0131klara destek olun<\/span><\/h3><span style=\"font-weight: 400;\">Bu m\u00fc\u015fteriler g\u00fcvenilir bir a\u011f\u0131zdan a\u011f\u0131za ileti\u015fim kayna\u011f\u0131d\u0131r. Bir kurulu\u015fun \u00fcr\u00fcnleri\/hizmetleri hakk\u0131nda ne d\u00fc\u015f\u00fcnd\u00fcklerini ve sadakatlerinin arkas\u0131ndaki nedeni anlamak i\u00e7in bu m\u00fc\u015fterilerle d\u00fczenli olarak konu\u015fun.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Ayn\u0131 kurulu\u015ftan \u00fcr\u00fcn veya hizmet sat\u0131n ald\u0131klar\u0131ndan ve i\u015fletmeye \u00f6nemli \u00f6l\u00e7\u00fcde katk\u0131da bulunduklar\u0131ndan emin olacaklard\u0131r. Bu \u00fcr\u00fcn ve hizmetleri arkada\u015flar\u0131na ve ailelerine tavsiye edecekler ve bu da bir i\u015f kayna\u011f\u0131 olacakt\u0131r.<\/span><\/li>\n<\/ul>\n\n<p><span style=\"font-weight: 400;\">Herhangi bir hizmet ekibinin i\u015fleyi\u015fi sadece m\u00fc\u015fteriye yard\u0131m sa\u011flamaktan ibaret de\u011fildir &#8211; ayn\u0131 zamanda m\u00fc\u015fterilerle\/m\u00fc\u015fterilerle aktif etkile\u015fim yoluyla m\u00fc\u015fterinin elde tutulmas\u0131n\u0131 ve b\u00fcy\u00fcmesini sa\u011flamak gibi kritik bir role de sahiptirler.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">Deneyimlerine ili\u015fkin bir vaka \u00e7al\u0131\u015fmas\u0131 olu\u015fturun ve bunu sosyal medya veya web sitesi arac\u0131l\u0131\u011f\u0131yla dola\u015f\u0131ma sokun. Bu m\u00fc\u015fterileri sad\u0131k al\u0131c\u0131lara d\u00f6n\u00fc\u015ft\u00fcrmek i\u00e7in izlenen ad\u0131mlar\u0131 bu t\u00fcr di\u011fer m\u00fc\u015fterilere de uygulamaya \u00e7al\u0131\u015f\u0131n.<\/span><\/p>\n\n<p><b>Yar\u0131 yolda m\u0131? Tebrikler! <\/b><span style=\"font-weight: 400;\">Neyse ki, art\u0131k M\u00fc\u015fteri Hizmetleri ve m\u00fc\u015fteri deneyimi hakk\u0131nda daha fazla \u015fey biliyorsunuz. The Hacker&#8217;s Guide, m\u00fc\u015fteri deneyiminin kurumsal b\u00fcy\u00fcmeyi ve m\u00fc\u015fteri memnuniyetini nas\u0131l art\u0131rabilece\u011fini a\u00e7\u0131klayan \u00fccretsiz bir e-kitapt\u0131r.<\/span><\/p>\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/ebook\/hackers-guide-to-customer-experience.html\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>\u00dcCRETSIZ INDIRIN<\/strong><\/a><\/span><\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri hizmetleri kanallar\u0131n\u0131n t\u00fcrleri<\/h2>\n\n<p><span style=\"font-weight: 400;\">M\u00fckemmel m\u00fc\u015fteri deste\u011fi sa\u011flaman\u0131n \u00f6nemi, g\u00fcn\u00fcm\u00fcz\u00fcn t\u00fcketici odakl\u0131 d\u00fcnyas\u0131nda inkar edilemez bir \u015fekilde hi\u00e7 bu kadar b\u00fcy\u00fck olmam\u0131\u015ft\u0131. \u015eirketler m\u00fc\u015fterileriyle \u00e7e\u015fitli hizmet kanallar\u0131 arac\u0131l\u0131\u011f\u0131yla ileti\u015fim kurabilir; bunlardan baz\u0131lar\u0131ndan bahsedelim:<\/span><\/p>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Telefon<\/span><\/h3><span style=\"font-weight: 400;\">\u00c7o\u011fu i\u015fletme telefon deste\u011fini ana destek teklifi olarak g\u00f6rmektedir. M\u00fc\u015fteriler \u015firketin m\u00fc\u015fteri hizmetleri hatt\u0131 ile ileti\u015fime ge\u00e7ebilir ve sorular\u0131 veya sorunlar\u0131 ile ilgili olarak kendilerine yard\u0131mc\u0131 olabilecek bir temsilci ile g\u00f6r\u00fc\u015febilirler. Canl\u0131 bir ki\u015fiyle konu\u015fmay\u0131 tercih eden m\u00fc\u015fteriler i\u00e7in pop\u00fcler bir se\u00e7enektir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Kullan\u0131c\u0131 memnuniyetini art\u0131rmak i\u00e7in, temsilciler telefonda s\u00fcrekli olarak olumlu konu\u015fmal\u0131d\u0131r.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Canl\u0131 Sohbet<\/span><\/h3><span style=\"font-weight: 400;\">Canl\u0131 sohbet deste\u011fi, son zamanlarda i\u015fletme web sitelerinde daha yayg\u0131n bir \u00f6zellik haline geldi. Sadece pop\u00fclerlik kazanmakla kalm\u0131yor, ayn\u0131 zamanda m\u00fc\u015fterilerin g\u00f6z\u00fcnde \u00e7ok cazip bir destek se\u00e7ene\u011fi. Telefonda beklemek istemeyen m\u00fc\u015fteriler bu kanal\u0131 s\u0131kl\u0131kla tercih etmektedir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Canl\u0131 sohbet deste\u011finde g\u00f6r\u00fcnt\u00fc y\u00fcklemeyi etkinle\u015ftirmek ileti\u015fimi kolayla\u015ft\u0131r\u0131r ve temsilcilerin sorunlar\u0131 te\u015fhis edip \u00e7\u00f6zmesine yard\u0131mc\u0131 olur.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">E-posta<\/span><\/h3><span style=\"font-weight: 400;\">E-posta deste\u011fi, canl\u0131 sohbet ve telefon deste\u011finden daha yava\u015ft\u0131r, bu nedenle sorunlar\u0131n ele al\u0131nmas\u0131 daha uzun s\u00fcrer. E-posta deste\u011fi, bir destek temsilcisiyle uzun bir g\u00f6r\u00fc\u015fme i\u00e7in zaman\u0131 olmayan ve uygun oldu\u011funda e-postalar\u0131n\u0131 okumay\u0131 tercih eden me\u015fgul insanlar i\u00e7in idealdir.<\/span><br\/><br\/>R<span style=\"font-weight: 400;\">\u00fc\u015fterilerin \u00e7o\u011funun s\u0131radan e-posta deste\u011fini tercih etti\u011fini unutmay\u0131n. K\u00f6t\u00fc haber verirken, daha resmi bir ton genellikle daha iyidir.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Sosyal Medya<\/span><\/h3><span style=\"font-weight: 400;\">Twitter, Facebook ve Instagram gibi sosyal medya platformlar\u0131 m\u00fc\u015fteri hizmetleri kanallar\u0131 olarak pop\u00fcler hale gelmi\u015ftir. M\u00fc\u015fteriler do\u011frudan mesajlar veya herkese a\u00e7\u0131k g\u00f6nderiler arac\u0131l\u0131\u011f\u0131yla bir \u015firketle ileti\u015fime ge\u00e7ebilir ve \u015firketin sosyal medya ekibi gerekli deste\u011fi veya yard\u0131m\u0131 sa\u011flayabilir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">\u0130\u015fletmenize ve m\u00fc\u015fteri taban\u0131n\u0131za ba\u011fl\u0131 olarak \u00f6zel sosyal medya destek hesaplar\u0131 olu\u015fturmak faydal\u0131 olacakt\u0131r.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">G\u00f6r\u00fcnt\u00fcl\u00fc sohbet<\/span><\/h3><span style=\"font-weight: 400;\">G\u00f6r\u00fcnt\u00fcl\u00fc sohbet, m\u00fc\u015fteriler ve m\u00fc\u015fteri hizmetleri temsilcileri aras\u0131nda g\u00f6r\u00fcnt\u00fcl\u00fc g\u00f6r\u00fc\u015fmeleri kolayla\u015ft\u0131r\u0131r. Bu kanal, zor konular hakk\u0131nda g\u00f6rsel olarak ileti\u015fim kurmak i\u00e7in \u00e7ok faydal\u0131 olabilir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Gizlilik endi\u015feleri nedeniyle, baz\u0131 m\u00fc\u015fteriler temsilcinin cihazlar\u0131n\u0131n kameras\u0131ndan g\u00f6r\u00fcnt\u00fclemesine izin vermekte teredd\u00fct edebilir. M\u00fc\u015fterinize s\u00fcrecin g\u00fcvenli oldu\u011fu ve destek oturumundan sonra kamera ak\u0131\u015f\u0131n\u0131n ba\u011flant\u0131s\u0131n\u0131n kesildi\u011fi konusunda g\u00fcvence verin.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Self-Service<\/span><\/h3><span style=\"font-weight: 400;\">Self-service channels are increasingly popular since customers frequently choose to solve their problems or discover answers to their questions independently. This channel can come in many shapes, including interactive chatbots, video tutorials, online knowledge bases, and FAQs.<\/span><br><br>Businesses that invest in self-service should expect more customers to solve problems independently, reducing support costs and ticket volumes. Companies must ensure their resources are helpful, relevant, trustworthy, and easy to find to offer excellent customer service<br><br><span style=\"font-weight: 400;\">Let&#8217;s examine the specific factors that draw a customer to self-service options.<\/span>\n<ul>\n<li><span style=\"font-weight: 400;\">Kolayl\u0131k: \u0130yi tasarlanm\u0131\u015f self-servis kaynaklar\u0131, m\u00fc\u015fterilerin destek beklemeden sorunlar\u0131 te\u015fhis etmelerine ve \u00e7\u00f6zmelerine yard\u0131mc\u0131 olabilir.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Memnuniyet: Bir\u00e7ok t\u00fcketici sorunlar\u0131n\u0131 destek almadan \u00e7\u00f6zmekten memnuniyet duyar.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">\u00d6\u011frenme: Bilgi tabanlar\u0131 gibi teknolojiler, t\u00fcketicilere bir sorunu \u00e7\u00f6zmede yard\u0131mc\u0131 olur ve gelecekte kendilerine fayda sa\u011flayabilecek bir konuda onlar\u0131 e\u011fitir.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n<p>\u0130\u015fletmeler, m\u00fc\u015fterilerinin \u00e7e\u015fitli talep ve tercihlerini kar\u015f\u0131lamak i\u00e7in \u00e7e\u015fitli hizmet kanallar\u0131 sunmal\u0131d\u0131r, \u00e7\u00fcnk\u00fc her kanal\u0131n kendine \u00f6zg\u00fc art\u0131lar\u0131 ve eksileri vard\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri hizmetleri temsilcilerinin g\u00fc\u00e7lendirilmesi<\/h2>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri yetkilendirmesi, y\u00f6netimin temsilcilerin e\u011fitim ve deneyimlerine dayanarak iyi kararlar verece\u011fine g\u00fcvendi\u011fi anlam\u0131na gelir. Temsilcileri g\u00fc\u00e7lendirmek, m\u00fc\u015fterilerle etkile\u015fim kurarken bilgi ve becerilerini kullanmalar\u0131n\u0131 sa\u011flar. \u00c7al\u0131\u015fanlar bu ba\u011f\u0131ms\u0131zl\u0131k sayesinde daha verimli \u00e7al\u0131\u015fabilir ve daha yarat\u0131c\u0131 olabilirler.<\/span><\/p>\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri temsilcileri nas\u0131l g\u00fc\u00e7lendirilir?<\/span><\/h3>\n\n<p><span style=\"font-weight: 400;\">\u0130\u015fletmeler, m\u00fc\u015fteri destek temsilcilerine m\u00fckemmel m\u00fc\u015fteri hizmetleri sunmak i\u00e7in ihtiya\u00e7 duyduklar\u0131 ara\u00e7lar\u0131, kaynaklar\u0131 ve deste\u011fi vermelidir. \u0130\u015fte onlar\u0131 g\u00fc\u00e7lendirmenin birka\u00e7 yolu:<\/span><\/p>\n\n<ul>\n<li><b>Kaynak sa\u011flay\u0131n:  <\/b><span style=\"font-weight: 400;\">Buna \u00fcr\u00fcn bilgisi, m\u00fc\u015fteri verileri ve destek arac\u0131 e\u011fitimi de dahildir. Temsilciler iyi telefonlar, bilgisayarlar, not alma yaz\u0131l\u0131mlar\u0131 ve anket ara\u00e7lar\u0131yla daha verimli \u00e7al\u0131\u015fabilirler.<\/span><\/li>\n\n\n\n<li><b>E\u011fitim sa\u011flay\u0131n:<\/b><span style=\"font-weight: 400;\"> Temsilciler, \u015firketin telefonlar\u0131n\u0131, bilgisayarlar\u0131n\u0131, yaz\u0131l\u0131mlar\u0131n\u0131 ve sorumluluklar\u0131n\u0131 yerine getirmek i\u00e7in ihtiya\u00e7 duyabilecekleri di\u011fer teknolojileri kullanma konusunda y\u00f6netimden e\u011fitim alabilirler.<\/span><\/li>\n\n\n\n<li><b>Bilgiye eri\u015fim sa\u011flay\u0131n:<\/b><span style=\"font-weight: 400;\">  Etkili ve m\u00fckemmel m\u00fc\u015fteri hizmetleri, m\u00fc\u015fteri verileri ve bilgileri gerektirir. Temsilcileri g\u00fc\u00e7lendirmek i\u00e7in, daha iyi hizmet sunmalar\u0131na yard\u0131mc\u0131 olacak kullan\u0131c\u0131 bilgilerine ve di\u011fer ara\u00e7lara eri\u015fmelerini sa\u011flay\u0131n.<\/span><\/li>\n\n\n\n<li><b>Geri bildirim ve performans de\u011ferlendirmelerini te\u015fvik edin:<\/b><span style=\"font-weight: 400;\">  S\u0131k geri bildirim ve ko\u00e7luk, bir m\u00fc\u015fteri hizmetleri temsilcisinin b\u00fcy\u00fcmesine ve yeni beceriler \u00f6\u011frenmesine yard\u0131mc\u0131 olabilir. \u00c7al\u0131\u015fanlar\u0131 g\u00fc\u00e7lendirmek i\u00e7in d\u00fczenli performans de\u011ferlendirmeleri, bire bir ko\u00e7luk, beceri geli\u015ftirme ve profesyonel geli\u015fim ger\u00e7ekle\u015ftirin.<\/span><\/li>\n\n\n\n<li><b>Olumlu bir \u00e7al\u0131\u015fma ortam\u0131n\u0131 te\u015fvik edin:<\/b><span style=\"font-weight: 400;\"> Bu, hizmet personelinin stres ve i\u015f y\u00fck\u00fcn\u00fc y\u00f6netmesine yard\u0131mc\u0131 olmay\u0131, ekip \u00e7al\u0131\u015fmas\u0131n\u0131 ve i\u015f-ya\u015fam dengesini te\u015fvik etmeyi ve destek ve kaynak sa\u011flamay\u0131 i\u00e7erir.<\/span><\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\"><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri temsilcilerini g\u00fc\u00e7lendirmenin faydalar\u0131<\/span><\/h3>\n\n<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri hizmetleri temsilcisini g\u00fc\u00e7lendirmenin i\u015fletmeler i\u00e7in a\u015fa\u011f\u0131dakiler de dahil olmak \u00fczere \u00e7e\u015fitli faydalar\u0131 vard\u0131r:<\/span><\/p>\n\n<ul>\n<li><b>Artan m\u00fc\u015fteri memnuniyeti:<\/b><span style=\"font-weight: 400;\"> Temsilciler sorunlar\u0131 ele alabilir ve m\u00fc\u015fteri taleplerini daha h\u0131zl\u0131 ve daha etkili bir \u015fekilde kar\u015f\u0131layabilir, bu da daha y\u00fcksek kullan\u0131c\u0131 memnuniyetine yol a\u00e7ar.<\/span><\/li>\n\n\n\n<li><b>Artan m\u00fc\u015fteri sadakati:<\/b><span style=\"font-weight: 400;\"> Temsilciler sorunlar\u0131 \u00e7\u00f6zme ve ki\u015fiselle\u015ftirilmi\u015f \u00e7\u00f6z\u00fcmler sunma g\u00fcc\u00fcne sahip oldu\u011funda, m\u00fc\u015fteriler kendilerine de\u011fer verildi\u011fini ve dinlendiklerini hissederler, bu da onlar\u0131 daha sad\u0131k hale getirir.<\/span><\/li>\n\n\n\n<li><b>Azalt\u0131lm\u0131\u015f m\u00fc\u015fteri kayb\u0131: <\/b><span style=\"font-weight: 400;\">M\u00fc\u015fteri sorunlar\u0131n\u0131n h\u0131zl\u0131 ve verimli bir \u015fekilde \u00e7\u00f6z\u00fclmesi m\u00fc\u015fteri <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-kaybi-tanim-oran-analiz-ve-tahmin\/\">kayb\u0131n\u0131<\/a> azaltabilir.<\/span><\/li>\n\n\n\n<li><b>Rekabet avantaj\u0131:<\/b> Hizmet temsilcilerinin g\u00fc\u00e7lendirilmesi, i\u015fletmeleri rakiplerinden farkl\u0131la\u015ft\u0131rarak rekabet avantaj\u0131 sa\u011flayabilir.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\"><span style=\"font-weight: 400;\">En \u0130yi M\u00fc\u015fteri Hizmetleri Becerileri<\/span><\/h2>\n\n<p><span style=\"font-weight: 400;\">\u0130yi m\u00fc\u015fteri hizmetlerine giden yol \u00e7ok daha ayr\u0131nt\u0131l\u0131d\u0131r ve her \u015fey i\u015fe ald\u0131\u011f\u0131n\u0131z ki\u015filerle ba\u015flar. A\u015fa\u011f\u0131da, temsilcilerinizin sahip olmas\u0131 gereken en \u00f6nemli m\u00fc\u015fteri hizmetleri becerileri yer almaktad\u0131r.<\/span><\/p>\n\n<ul>\n<li><b>\u0130leti\u015fim becerileri:<\/b><span style=\"font-weight: 400;\">  M\u00fc\u015fteri hizmetleri temsilcilerinin iyi ileti\u015fim becerilerine sahip olmas\u0131 gerekir. \u0130lgili dinleyiciler, kendine g\u00fcvenen konu\u015fmac\u0131lar ve empati kurabilen ki\u015filer olmal\u0131d\u0131rlar.<\/span><\/li>\n\n\n\n<li><b>Sab\u0131r:<\/b><span style=\"font-weight: 400;\">  Zor m\u00fc\u015fteriler sinir bozucu olabilir. M\u00fc\u015fteri hizmetleri temsilcileri sorunlar\u0131 ele al\u0131rken sakin ve sab\u0131rl\u0131 olmal\u0131d\u0131r.<\/span><\/li>\n\n\n\n<li><b>Problem \u00e7\u00f6zme becerileri:<\/b><span style=\"font-weight: 400;\"> M\u00fc\u015fteri zorluklar\u0131n\u0131 h\u0131zl\u0131 bir \u015fekilde tan\u0131yabilmeli ve ele alabilmelidirler.<\/span><\/li>\n\n\n\n<li><b>Empati: <\/b><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteri temsilcisi, ba\u015far\u0131l\u0131 \u00e7\u00f6z\u00fcmler sunmak i\u00e7in m\u00fc\u015fterinin bak\u0131\u015f a\u00e7\u0131s\u0131n\u0131 anlamal\u0131d\u0131r.<\/span><\/li>\n\n\n\n<li><b>\u00dcr\u00fcn bilgisi:<\/b><span style=\"font-weight: 400;\"> Do\u011fru ve h\u0131zl\u0131 hizmet, \u00fcr\u00fcn uzmanl\u0131\u011f\u0131 gerektirir.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\"><strong>Zaman y\u00f6netimi:<\/strong> Temsilciler g\u00f6revlere \u00f6ncelik verebilmeli, zaman\u0131 y\u00f6netebilmeli ve birden fazla t\u00fcketiciyi idare edebilmelidir.<\/span><\/li>\n\n\n\n<li><b>Olumlu tutum:<\/b><span style=\"font-weight: 400;\">  Pozitiflik m\u00fc\u015fteri hizmetlerini geli\u015ftirebilir. Destek temsilcileri kibar ve tutkulu olmal\u0131d\u0131r.<\/span><\/li>\n\n\n\n<li><b>Uyarlanabilirlik: <\/b>Beklenmedik olaylarla ve politika de\u011fi\u015fiklikleriyle ba\u015fa \u00e7\u0131kabilmelidirler.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri hizmetlerini iyile\u015ftirmek i\u00e7in ipu\u00e7lar\u0131<\/h2>\n\n<p><span style=\"font-weight: 400;\">\u0130\u015fte m\u00fc\u015fteri hizmetlerini iyile\u015ftirmek i\u00e7in baz\u0131 m\u00fc\u015fteri hizmetleri ipu\u00e7lar\u0131:<\/span><\/p>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri ekiplerinizi d\u00fczenli olarak e\u011fitin<\/span><\/h3><span style=\"font-weight: 400;\">\u00c7al\u0131\u015fanlar, m\u00fc\u015fteri hizmetlerinde ayr\u0131lmaz bir role sahiptir. M\u00fc\u015fteri hizmetleri veya sat\u0131\u015f ekipleri gibi m\u00fc\u015fteriyle y\u00fcz y\u00fcze gelen ekipler, kendilerini geli\u015ftirmek i\u00e7in d\u00fczenli olarak e\u011fitilmelidir  <\/span><a href=\"https:\/\/www.questionpro.com\/customer-satisfaction.html\">\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri\u0307 memnuni\u0307yeti\u0307<\/span>\n<\/a><span style=\"font-weight: 400;\">.<\/span><br\/><br\/><span style=\"font-weight: 400;\">\u0130leti\u015fim yetenekleri, \u00e7al\u0131\u015fma prensipleri, konu uzmanl\u0131klar\u0131, sorun \u00e7\u00f6zme becerileri gibi fakt\u00f6rler d\u00fczenli olarak analiz edilmelidir.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">T\u00fcm \u00e7al\u0131\u015fanlar\u0131n kat\u0131l\u0131m\u0131n\u0131 sa\u011flay\u0131n<\/span><\/h3><span style=\"font-weight: 400;\">&#8220;\u0130nsanlar finansal olarak yat\u0131r\u0131m yapt\u0131klar\u0131nda bir getiri isterler. \u0130nsanlar duygusal olarak yat\u0131r\u0131m yapt\u0131klar\u0131nda ise katk\u0131da bulunmak isterler.&#8221; &#8211; Simon Sinek.<\/span><br\/><br\/><span style=\"font-weight: 400;\">\u00c7al\u0131\u015fanlara de\u011fer verilmedik\u00e7e, sayg\u0131 duyulmad\u0131k\u00e7a ve d\u00fczenli olarak kat\u0131l\u0131mlar\u0131 sa\u011flanmad\u0131k\u00e7a, yeteneklerinin en iyisini ortaya koyma olas\u0131l\u0131klar\u0131 azalacakt\u0131r. Mutsuz \u00e7al\u0131\u015fanlar ho\u015fnutsuzluklar\u0131n\u0131 a\u00e7\u0131k\u00e7a dile getirmeyebilir, bu nedenle y\u00f6netim \u00e7al\u0131\u015fan memnuniyetini kullanarak \u00e7evrimi\u00e7i anketler g\u00f6nderebilir.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Bu \u015fekilde, \u00e7al\u0131\u015fanlar\u0131n anonimli\u011fi korunarak d\u00fcr\u00fcst ve \u015feffaf geri bildirimde bulunmalar\u0131 sa\u011flanabilir.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri alanlar\u0131na 360 derecelik bir bak\u0131\u015f a\u00e7\u0131s\u0131 geli\u015ftirin<\/span><\/h3><span style=\"font-weight: 400;\">Bir kurulu\u015f, her temas noktas\u0131nda harika bir m\u00fc\u015fteri deneyimi sunmak i\u00e7in \u00e7aba g\u00f6stermelidir. M\u00fc\u015fteri hizmetlerinin verimli \u00e7al\u0131\u015fan ve geli\u015ftirilmesi gereken alanlar\u0131na ili\u015fkin 360 derecelik bir bak\u0131\u015f a\u00e7\u0131s\u0131 geli\u015ftirin. Bu, bir y\u00f6neticinin dezavantajlar \u00fczerinde \u00e7al\u0131\u015fmas\u0131n\u0131 ve m\u00fc\u015fterileri her temas noktas\u0131nda mutlu etmesini kolayla\u015ft\u0131racakt\u0131r.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Do\u011fru sorular\u0131 sorun<\/span><\/h3><span style=\"font-weight: 400;\">M\u00fc\u015fterilerle g\u00fcvenilir bir ili\u015fki kurmak da m\u00fckemmel i\u00e7 hizmet becerileri geli\u015ftirmeye ba\u011fl\u0131d\u0131r.<\/span><br\/><br\/><span style=\"font-weight: 400;\">Temsilciler, m\u00fc\u015fterilerle ortak bir ilgi alan\u0131 bulmak i\u00e7in do\u011fru sorular\u0131 sormak, m\u00fc\u015fteri sorunlar\u0131n\u0131 aktif bir \u015fekilde anlamak ve bunlar\u0131 ger\u00e7ek zamanl\u0131 olarak \u00e7\u00f6zmek veya sorunlar\u0131 \u00e7\u00f6z\u00fcld\u00fckten sonra bile m\u00fc\u015fterileri d\u00fczenli olarak takip etmek \u00fczere e\u011fitilebilir. Bu, \u00fcr\u00fcn ve hizmetlerin s\u00fcrekli olarak iyile\u015ftirilmesine de yard\u0131mc\u0131 olabilir.<\/span><\/li>\n<\/ul>\n\n<ul>\n<li><h3><span style=\"font-weight: 400;\">Anketler d\u00fczenleyin<\/span><\/h3><span style=\"font-weight: 400;\">G\u00f6nder <\/span><a href=\"https:\/\/www.questionpro.com\/survey-templates\/customer-satisfaction-surveys\">\n  <span style=\"font-weight: 400;\">memnuni\u0307yet anketleri\u0307<\/span>\n<\/a><span style=\"font-weight: 400;\">  kurumla deneyimlerini payla\u015fabilecekleri bir hedef m\u00fc\u015fteri kitlesine ula\u015ft\u0131rmak. Bunlardan gelen geri bildirimler  <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/surveys\/\">\n  <span style=\"font-weight: 400;\">anketler<\/span>\n<\/a><span style=\"font-weight: 400;\"> bir kurulu\u015ftan bir sonraki al\u0131\u015fveri\u015flerinde m\u00fc\u015fteri deneyimini iyile\u015ftirmeye y\u00f6nelik planlar olu\u015fturmak i\u00e7in kullan\u0131labilir.<\/span><\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri hizmetleri ve m\u00fc\u015fteri deneyimi aras\u0131ndaki farklar<\/h2>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri (CS) ve <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/tr\/complete-guide-to-customer-experience\/\">\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri deneyimi (CX)<\/span>\n<\/a><span style=\"font-weight: 400;\">  genellikle birbirinin yerine kullan\u0131l\u0131r; ancak ayn\u0131 de\u011fildirler. Esasen CS, m\u00fc\u015fteri deneyimini b\u00fcy\u00fck \u00f6l\u00e7\u00fcde etkileyen CX&#8217;in bir alt k\u00fcmesidir.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri deneyimi, <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-temas-noktalari-nedir-orneklerle-kilavuz\/\">m\u00fc\u015fterinin<\/a> kurum i\u00e7indeki her <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-temas-noktalari-nedir-orneklerle-kilavuz\/\">temas noktas\u0131ndaki<\/a> her etkile\u015fim ve deneyimin toplam\u0131d\u0131r. <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-yolculugu-nedir-ve-ornekler-free-template\/\">\n  <span style=\"font-weight: 400;\">m\u00fc\u015fteri yolculu\u011fu<\/span>\n<\/a><span style=\"font-weight: 400;\">. Bu etkile\u015fimlerden elde edilen t\u00fcm deneyimler bir araya gelerek CX&#8217;i olu\u015fturur.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">\u00d6te yandan, m\u00fc\u015fteri hizmetleri, bir \u015firketin \u00e7al\u0131\u015fanlar\u0131n\u0131n \u00e7e\u015fitli m\u00fc\u015fteri endi\u015felerini ve sorunlar\u0131n\u0131 ele almak i\u00e7in g\u00f6sterdi\u011fi k\u00fcm\u00fclatif \u00e7abad\u0131r. Bu konu hakk\u0131nda ayr\u0131nt\u0131l\u0131 olarak  <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/tr\/musteri-deneyimi-ve-musteri-hizmetleri-neden-farklilar\/\">\n  <span style=\"font-weight: 400;\">CX vs CS<\/span>\n<\/a><span style=\"font-weight: 400;\"> blog.<\/span><\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri deste\u011fi ve m\u00fc\u015fteri hizmetleri aras\u0131ndaki fark<\/h2>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri deste\u011fi ve m\u00fc\u015fteri hizmetleri e\u015f anlaml\u0131 gibi g\u00f6r\u00fcnse de bu ikisi aras\u0131nda birka\u00e7 temel fark vard\u0131r.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri hizmetleri, m\u00fc\u015fterilerin kar\u015f\u0131la\u015fabilece\u011fi sorunlar\u0131 veya problemleri \u00f6ng\u00f6r\u00fcr ve bunlar\u0131 \u00f6nceden \u00e7\u00f6zmeye \u00e7al\u0131\u015f\u0131r. M\u00fc\u015fteri hizmetleri, sorunlara erkenden dokunarak b\u00fcy\u00fcmelerini \u00f6nlemek i\u00e7in \u00f6nleyici ad\u0131mlar atmaya odaklan\u0131r.<\/span><\/p>\n\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri deste\u011fi, m\u00fc\u015fterilerin tespit etti\u011fi sorunlar\u0131 \u00e7\u00f6zmeye odaklan\u0131r. Deste\u011fin \u00f6z\u00fc, s\u00f6z konusu sorunu veya endi\u015feyi gidermek i\u00e7in gerekli ara\u00e7lar\u0131 ve y\u00f6ntemleri sa\u011flamakt\u0131r.<\/span><\/p>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p><span style=\"font-weight: 400;\">Aradaki fark\u0131 kapatmaya haz\u0131r m\u0131s\u0131n\u0131z? M\u00fc\u015fterilerinize ne\u015fe kat\u0131n ve \u00fcr\u00fcnlerimiz hakk\u0131nda bilgi edinin  <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><span style=\"font-weight: 400;\">m\u00fc\u015fteri deneyimi program\u0131.  <\/span><\/a><span style=\"font-weight: 400;\">CX program\u0131n\u0131z\u0131 olu\u015fturmaya ve basitle\u015ftirmeye y\u00f6nelik ilk ad\u0131m\u0131n\u0131zda size rehberlik edelim.<\/span><\/p>\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Ger\u00e7ek zamanl\u0131 verilere, i\u00e7g\u00f6r\u00fclere ve geli\u015fmi\u015f analizlere dayal\u0131 unutulmaz deneyimler yarat\u0131n.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Demo Talep Edin<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-turkish.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/tr\/wp-json\/wp\/v2\/posts\/799000\/&amp;lang=tr&amp;cat=cx|musteri-deneyimi-tr\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>M\u00fckemmel m\u00fc\u015fteri hizmetleri, her ba\u015far\u0131l\u0131 kurulu\u015fun temelidir. Bu, tan\u0131t\u0131m ve markala\u015fma faaliyetleri de dahil olmak \u00fczere m\u00fc\u015fteri eri\u015fiminin di\u011fer t\u00fcm [&hellip;]<\/p>\n","protected":false},"author":86,"featured_media":699907,"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>M\u00fc\u015fteri Hizmetleri: Nedir, Beceriler + \u0130yile\u015ftirme \u0130pu\u00e7lar\u0131<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri hizmetlerinin ne anlama geldi\u011fini, t\u00fcrlerini, becerilerini, onu geli\u015ftirmenin yollar\u0131n\u0131 ve 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