{"id":1253,"date":"2015-12-17T16:29:06","date_gmt":"2015-12-17T14:29:06","guid":{"rendered":"https:\/\/servicecheck.dive-group.com\/?p=1253"},"modified":"2025-03-19T11:12:19","modified_gmt":"2025-03-19T09:12:19","slug":"kaip-jusu-organizacijoje-sukurti-i-klientus-orientuota-kultura","status":"publish","type":"post","link":"https:\/\/servicecheck.ee\/lt\/kaip-jusu-organizacijoje-sukurti-i-klientus-orientuota-kultura\/","title":{"rendered":"Kaip J\u016bs\u0173 organizacijoje sukurti \u012f klientus orientuot\u0105 kult\u016br\u0105"},"content":{"rendered":"

\u012e klientus orientuotas po\u017ei\u016bris, tai ne tik naujas madingas \u017eodis, bet veiklos filosofija. Tai po\u017ei\u016bris, kuris J\u016bs\u0173 organizacijai atne\u0161 ilgalaik\u0119 pinigin\u0119 naud\u0105, bei padidins prekinio \u017eenklo vert\u0119.<\/p>\n

J\u016bs\u0173 verslas egzistuoja, kad i\u0161spr\u0119st\u0173 tam tikras problemas ar i\u0161pildyt\u0173 tam tikrus poreikius. Jei nenorite tenkinti savo klient\u0173 poreiki\u0173, galite u\u017edaryti savo versl\u0105 jau \u0161iandien. Taigi i\u0161 esm\u0117s J\u016bs\u0173 klientai vadovauja paradui \u2013 atne\u0161a Jums peln\u0105 ir moka atlyginimus. Mainais turite r\u016bpintis j\u0173 problemomis ir rasti nauj\u0173 b\u016bd\u0173, kaip padaryti j\u0173 gyvenim\u0105 lengvesn\u012f.<\/p>\n

Kai j\u016bs\u0173 organizacijoje kiekvienas procesas prasideda ir baigiasi galvojant apie kliento poreikius, galite save vadinti orientuota \u012f klientus organizacija. Jei nesate tikri, kaip \u00a0savo versle sukurti \u012f klient\u0105 orientuot\u0105 kult\u016br\u0105, kuri padidint\u0173 klient\u0173 lojalum\u0105 ir peln\u0105, \u00a0mes surinkome kelet\u0105 id\u0117j\u0173, kurios gali Jums pad\u0117ti.<\/p>\n

Siekite klient\u0173 gr\u012f\u017etamojo ry\u0161io<\/strong><\/p>\n

Pirmas \u017eingsnis yra parodyti nuo\u0161ird\u0173 susidom\u0117jim\u0105 ir su\u017einoti, ko j\u016bs\u0173 klientai nori ir ko jiems reikia, kuo jie yra patenkinti ir kuo ne, bei k\u0105 galima padaryti geriau. Vykdomi tyrimai pad\u0117s jums suprasti, kaip j\u016bs\u0173 verslui sekasi \u00a0ir k\u0105 galite patobulinti, kad laim\u0117tum\u0117te daugiau klient\u0173. Taip J\u016bs parodysite savo klientams, kad jums r\u016bpi j\u0173 nuomon\u0117 ir tuo pa\u010diu metu J\u016bs\u0173 darbuotojai \u012fpras prie \u201cklientas- svarbiausias\u201d filosofijos.<\/p>\n

,,Klientas visuomet turi likti patenkintas\u201d \u2013 viena i\u0161 J\u016bs\u0173 \u012fmon\u0117s vertybi\u0173<\/strong><\/p>\n

Kiekviena \u012fmon\u0117 turi tur\u0117ti pamatines vertybes ir viena j\u0173 privalo b\u016bti orientacija \u012f kliento poreikius. Vienas i\u0161 did\u017eiausi\u0173 interneto pardav\u0117j\u0173 ,,Zappos\u201d<\/a> sako, kad pirmoji pamatin\u0117 j\u0173 vertyb\u0117 yraperteikti \u00a0,,WOW\u201d per savo paslaugas.<\/p>\n

Nustatyti savo vertybes yra ne tik formalumas, tai rodo J\u016bs\u0173 \u012fmon\u0117s po\u017ei\u016br\u012f \u012f klientus ir kaip J\u016bs\u0173 darbuotojai suvokia klient\u0173 svarb\u0105. Tai rei\u0161kia, kad jums reikia taikyti savo vertybes tiek i\u0161or\u0117s, tiek vidaus klientams \u2013 J\u016bs\u0173 klientams, darbuotojams ir tiek\u0117jams.<\/p>\n

\u012emon\u0117s kult\u016bra prasideda i\u0161 vir\u0161aus, o tai rei\u0161kia, kad verslo savininko ar skyriaus vadovo \u017eod\u017eiai ir veiksmai taip pat nustato pavald\u017ei\u0173 darbuotoj\u0173 ton\u0105 ir kaip jie j\u012f perteiks klientams. Tod\u0117l \u012fsitikinkite, kad J\u016bs\u0173 vizija ir \u012fmon\u0117s tikslai pabr\u0117\u017eia klient\u0173 aptarnavimo svarb\u0105.<\/p>\n

\u017dadinkite s\u0105moningum\u0105 ir bendraukite<\/strong><\/p>\n

Pasak Forrester tyrimo<\/a>, \u012fmoni\u0173 su \u012f klientus orientuota kult\u016bra pardavimo esamam klientui tikimyb\u0117 yra 60-70%, o pardavimo naujiems klientams perspektyva 5-20%.<\/p>\n

\u012esitikinkite, ar visi j\u016bs\u0173 darbuotojai ir partneriai \u017eino apie klient\u0173 svarb\u0105 j\u0173 \u012ftak\u0105 j\u016bs\u0173 \u012fmon\u0117s veikloms.<\/p>\n

Galite naudoti citatas, nuotraukas ar kitoki\u0105 med\u017eiag\u0105, kuri kasdien primins J\u016bs\u0173 darbuotojams ir biuro lankytojams, kad klientai yra j\u016bs\u0173 \u012fmon\u0117s prioritet\u0173 s\u0105ra\u0161o vir\u0161uje.<\/p>\n

Klient\u0173 svarb\u0105 prisiminkite anks\u010diau nei visa kita<\/strong><\/p>\n

\u012esitikinkite, kad J\u016bs\u0173 \u012fmon\u0117je klient\u0173 aptarnavimas yra prioritetas, o kiti u\u017edaviniai ir planai vykdomi tik po to. Parodykite savo darbuotojams, kaip svarbu kartais padirb\u0117ti valanda ilgiau, jei d\u0117l to bus patenkintas J\u016bs\u0173 klientas. Suteikite savo darbuotojams \u012fgaliojimus priimti sprendimus d\u0117l savo klient\u0173 bei suteikite atsakomybes u\u017e konkre\u010dius klientus. Skatinkite savo darbuotojus priimti racionalius sprendimus tada, kai to reikia.<\/p>\n

Puikus pavyzdys yra svetain\u0117 Cherry.ee ir kaip jie i\u0161sprend\u0117 vieno i\u0161 savo klient\u0173 problem\u0105. \u0160tai vieno kliento pasisakymas, patalpintas Cherry.ee socialin\u0117s \u017einiasklaidos profilyje:<\/p>\n

\u201cNor\u0117\u010diau pad\u0117koti Cherry.ee.\u00a0 Mes u\u017esisak\u0117me su\u0161i rinkin\u012f viename i\u0161 puslapyje Cherry.ee \u00a0pateikt\u0173 restoran\u0173. Gavome patvirtinim\u0105, kad 19.00 sulauksime pristatymo. Tokiu laiku mums nieko nepristat\u0117 ir niekas restorane nek\u0117l\u0117 ragelio ir nereagavo \u012f lai\u0161kus. Mes buvome labai susig\u0117d\u0119 prie\u0161 savo sve\u010dius. Tada a\u0161 nusprend\u017eiau susisiekti su Cherry, kadangi jie taip pat negal\u0117jo susisiekti su Su\u0161i restoranu, jie asmeni\u0161kai pristat\u0117 m\u016bs\u0173 su\u0161i rinkin\u012f i\u0161 kito restorano. J\u012f atve\u017e\u0117 kartu puok\u0161te g\u0117li\u0173 ir tortu.<\/em>
\nTai tikrai praskaidrino m\u016bs\u0173 dien\u0105 ir mes buvome labai laimingi. Kitas restoranas galiausiai pristat\u0117 maist\u0105, bet jau buvo 22.30 ir nebuvo n\u0117 perpus taip skanu. M\u016bs\u0173 sve\u010diai iki to laiko b\u016bt\u0173 mir\u0119 badu. Mes nor\u0117tume pad\u0117koti Cherry u\u017e nuostab\u0173 aptarnavim\u0105 ir po\u017ei\u016br\u012f.\u201d<\/em><\/p>\n

\"cherry\"<\/a><\/p>\n

Mes dr\u0105siai galime teigti, kad \u0161iai \u012fmonei puikus klient\u0173 aptarnavimas tikrai yra pirmoje vietoje. O klientai savo ruo\u017etu dalijasi maloniomis patirtimis su kitais.<\/p>\n

Pasteb\u0117kite ir apdovanokite<\/strong><\/p>\n

Jei norite kad J\u016bs\u0173 organizacijoje vyraut\u0173 \u012f klient\u0105 orientuota kult\u016bra, turite pasir\u016bpinti komanda, kuri mato asmenin\u0119 naud\u0105, kai klientas b\u016bna patenkintas.<\/p>\n

Apdovanokite darbuotojus, kurie pasistengia papildomai spr\u0119sdami kliento problemas. Susiekite darbuotoj\u0173 augim\u0105 ir paskatas su klient\u0173 pasitenkinimu. Kai darbuotojai turi asmenini\u0173 interes\u0173, kad klientas b\u016bt\u0173 patenkintas, jie stengiasi \u012ftikti klientui, o geriausi darbuotojai n\u0117ra nustatomi tik remiantis pardavim\u0173 skai\u010diais. \u012etraukite paslaug\u0173 standartus \u012f pareigybi\u0173 apra\u0161ymus, darbuotoj\u0173 vertinimus ir atlyginimus.<\/p>\n

\u012etraukite visus \u012f darb\u0105 su klientais<\/strong><\/p>\n

Jei manote klient\u0173 aptarnavimas tik klient\u0173 aptarnavimo skyriaus reikalas \u2013 labai klystate. Kiekvienas j\u016bs\u0173 \u012fmon\u0117 turi \u012fsitraukti ir suprasti, ko klientai nori. Tai apima J\u016bs\u0173 vystymo komand\u0105, pardavim\u0173 komand\u0105 ir pagrindinius sprendim\u0173 pri\u0117m\u0117jus J\u016bs\u0173 versle. Ar m\u0105st\u0117te apie tai kas b\u016bt\u0173, jei J\u016bs pastatytum\u0117te savo biuro komandos narius \u012f klient\u0173 aptarnavimo atstov\u0173 vieta dienai per savait\u0119?<\/p>\n

Kai kurios kompanijos pra\u0161o savo in\u017einieri\u0173 reguliariai atlikti klient\u0173 aptarnavimo darb\u0105 tam, kad jie tur\u0117dami tiesiogin\u012f kontakt\u0105 su klientais i\u0161girst\u0173 atsiliepimus apie produkt\u0105. Vidutinio ir \u017eemesnio lygio darbuotojai labai pozityviai vertina, kai vadovyb\u0117 aktyviai dalyvauja u\u017etikrinant klient\u0173 aptarnavimo kokyb\u0119.<\/p>\n

Samdykite tinkamus \u017emones<\/strong><\/p>\n

\u012esitikinkite, kad J\u016bs samdote tinkamus \u017emones ir sukuriate tinkamus l\u016bkes\u010dius nuo pat prad\u017ei\u0173. Kiekvienas prisijungiantis prie J\u016bs\u0173 komandos tur\u0117t\u0173 suprasti klient\u0173 aptarnavimo kokyb\u0117s vert\u0119 ir b\u016bti pasiruo\u0161\u0119s nueiti papildom\u0105 myli\u0105, kad klientas likt\u0173 patenkintas.<\/p>\n

Lygiai taip pat, Jums bus daug geriau be darbuotoj\u0173, kurie nevertina J\u016bs\u0173 klient\u0173 ir n\u0117ra pasireng\u0119 pakankamai pasistengti, kad klientas likt\u0173 patenkintas.<\/p>\n

Orientavimasis \u012f klient\u0173 gerov\u0119 atne\u0161a ilgalaik\u0119 pinigin\u0119 naud\u0105 ir gerina prekinio \u017eenklo vard\u0105.<\/p>\n

Sukurti aplink\u0105, kurioje kiekvienas J\u016bs\u0173 \u012fmon\u0117s darbuotojas supranta klient\u0173 pasitenkinimo vert\u0119 ir visada kelia klient\u0105 \u012f pirm\u0105j\u0105 viet\u0105. Viskas prasideda nuo \u012fmon\u0117s \u012fk\u016br\u0117jo ar komandos vadovo, o galb\u016bt nuo J\u016bs\u0173 \u2013 \u0161io straipsnio skaitytojo.<\/p>\n","protected":false},"excerpt":{"rendered":"

\u012e klientus orientuotas po\u017ei\u016bris, tai ne tik naujas madingas \u017eodis, bet veiklos filosofija. Tai po\u017ei\u016bris, kuris J\u016bs\u0173 organizacijai atne\u0161 ilgalaik\u0119 pinigin\u0119 naud\u0105, bei padidins prekinio \u017eenklo vert\u0119. J\u016bs\u0173 verslas egzistuoja, kad i\u0161spr\u0119st\u0173 tam tikras problemas ar i\u0161pildyt\u0173 tam tikrus poreikius. Jei nenorite tenkinti savo klient\u0173 poreiki\u0173, galite u\u017edaryti savo versl\u0105…<\/p>\n","protected":false},"author":1,"featured_media":1138,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","footnotes":""},"categories":[10],"tags":[],"class_list":["post-1253","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-service-check-lt"],"yoast_head":"\nKaip J\u016bs\u0173 organizacijoje sukurti \u012f klientus orientuot\u0105 kult\u016br\u0105 - Service Check - Mystery Shopping<\/title>\n<meta name=\"description\" content=\"\u012e klientus orientuotas po\u017ei\u016bris, tai ne tik naujas madingas \u017eodis, bet veiklos filosofija. 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