{"id":1351,"date":"2016-03-07T10:57:22","date_gmt":"2016-03-07T08:57:22","guid":{"rendered":"https:\/\/servicecheck.dive-group.com\/?p=1351"},"modified":"2025-03-19T11:12:18","modified_gmt":"2025-03-19T09:12:18","slug":"didziausi-sparciai-besipleciancio-verslo-issukiai","status":"publish","type":"post","link":"https:\/\/servicecheck.ee\/lt\/didziausi-sparciai-besipleciancio-verslo-issukiai\/","title":{"rendered":"Did\u017eiausi spar\u010diai besiple\u010dian\u010dio verslo i\u0161\u0161\u016bkiai"},"content":{"rendered":"

Spar\u010diai augant J\u016bs\u0173 \u012fkurtai \u012fmonei, did\u017eiausi i\u0161\u0161\u016bkiai tyko stengiantis subalansuoti greit\u0105 verslo pl\u0117tr\u0105 su geru klient\u0173 aptarnavimu. Did\u0117jant verslo apimtims, daug proces\u0173 ir proced\u016br\u0173 smarkiai kei\u010diasi, kas s\u0105lygoja didel\u0119 tiek vadov\u0173, tiek darbuotoj\u0173, apkrov\u0105. Ple\u010diantis J\u016bs\u0173 klient\u0173 ratui, did\u0117ja J\u016bs\u0173 veiklos \u017einomumas, o tuo pa\u010diu auga ir atsakomyb\u0117, kad viskas, k\u0105 darote, b\u016bt\u0173 atlikta laikantis auk\u0161\u010diausi\u0173 standart\u0173. Ne vienas Service Check<\/em> klientas yra spar\u010diai auganti \u012fmon\u0117, tur\u0117jusi rasti b\u016bd\u0173 \u012fveikti \u0161iuos i\u0161\u0161\u016bkius. Tod\u0117l nutar\u0117me pakalbinti savo partnerius ir papra\u0161\u0117me j\u0173 pasidalinti savo patirtimi.<\/p>\n

\u00a0\u00a0 Planavimas \u012f priek\u012f<\/strong><\/p>\n

Kuriant \u012fmon\u0119, viena did\u017eiausi\u0173 klaid\u0173 yra ateities vizijos netur\u0117jimas. Tai yra, negalvojimas apie veiksm\u0173 plan\u0105, kurio tekt\u0173 imtis, kad u\u017etikrinti skland\u0173 \u012fmon\u0117s darb\u0105 padid\u0117jus jos veiklos apimtims. Pavyzd\u017eiui, jeigu metate dideles paj\u0117gas u\u017etikrinti efektyviai rinkodarai, i\u0161 anskto ruo\u0161kit\u0117s ir did\u0117jan\u010di\u0173 gamybos ar pardavim\u0173 apim\u010di\u0173 suvaldymui. Planuokite, kiek ir koki\u0173 \u017emoni\u0173 reik\u0117s pasamdyti, kokie \u012fg\u016bd\u017eiai reikalingi, norint u\u017etikrinti efektyvi\u0105 \u012fmon\u0117s veikl\u0105. Paskirstykite esam\u0173 darbuotoj\u0173 kr\u016bv\u012f, kad ma\u017eam b\u016breliui \u017emoni\u0173 nereik\u0117t\u0173 atlaikyti padid\u0117jusio spaudimo, kai tuo tarpu kiti dirba \u012fprastu ritmu. Be tokio startegino planavimo, J\u016bs\u0173 resursai gali nueiti veltui, o investicijos neatne\u0161 norimo rezultato. Martin K<\/em>\u00f5iva<\/em>, Pipedrive<\/a><\/em>\u00a0pardavim\u0173 ir paslaug\u0173 klientams vadovas teigia:<\/p>\n

\u00a0\u00a0 \u201cReikia labai atsakingai pagalvoti, kiek papildom\u0173 darbuotoj\u0173 pasamdyti, ir kaip geriausiai perskirstyti esam\u0173 darbuotoj\u0173 kr\u016bv\u012f<\/em>. Vienas i\u0161 did\u017eiausi\u0173 i\u0161\u0161\u016bki\u0173 yra geb\u0117jimas suteikti darbuotojams reikiamus resursus, u\u017etikrinan\u010dius \u012fmon\u0117s veiklos pl\u0117tros palaikym\u0105, ir tuo pat metu i\u0161vengti perteklin\u0117s darbo j\u0117gos samdymo. Procesams susinormalizavus, tai \u00a0salygot\u0173 didelius darbo j\u0117gos ka\u0161tus ir ma\u017e\u0105 darbuotoj\u0173 produktyvum\u0105.\u201c<\/em><\/p>\n

\u00a0\u00a0 Tinkam\u0173 \u017emoni\u0173 atranka<\/strong><\/p>\n

Samdydami naujus darbuotojus, nepamir\u0161kite apgalvoti, kokie \u017emon\u0117s ir kokie j\u0173 geb\u0117jimai sukurt\u0173 daugiausiai pridedamosios vert\u0117s J\u016bs\u0173 kompanijoje. Nepulkite kar\u0161tligi\u0161kai samdyti atsitiktini\u0173 \u017emoni\u0173. Juk nenorite sukelti a\u017eiota\u017eo, kai b\u016bsite priversti nema\u017e\u0105 dal\u012f J\u016bs\u0173 l\u016bkes\u010di\u0173 nepateisinusi\u0173 darbuotoj\u0173 atleisti. Stenkit\u0117s samdyti tokius \u017emones, kuri\u0173 profilis atitnka J\u016bs\u0173 komapnijos profil\u012f ir vertybes. Jeigu d\u0117l padid\u0117jusios apkrovos patys negalite skriti pakankamai laiko nauj\u0173 darbuotoj\u0173 paie\u0161kai, patik\u0117kite \u0161i\u0105 u\u017eduot\u012f profesionalams \u2013 talent\u0173 atrankos komandai. \u0160ie \u017emon\u0117s u\u017etikrins, kad pozicijas u\u017epildyt\u0173 tinkmiausi kandidatai. Tinkam\u0173 kandidat\u0173 parinkimas ilgainiui atsipirks rezultatyvumu ir auk\u0161ta darbo kokybe.<\/p>\n

\u00a0 Laimingi darbuotojai <\/strong><\/p>\n

Surink\u0119 reikiamus darbuotojus, nepamir\u0161kite toliu investuoti \u012f ger\u0173 santyki\u0173 su jais k\u016brim\u0105. Kurkite teigiam\u0105 atmosfer\u0105 darbe, b\u016bkite lankst\u016bs, o jeigu darbuotojai gauna didesn\u012f papildom\u0105 kr\u016bv\u012f, nepamir\u0161kite atsid\u0117koti. \u012eveskite pried\u0173 sistem\u0105 ar palepinkite darbuotojus mielomis dovanomis. Tai pad\u0117s darbuotojus motyvuoti, padidins j\u0173 produktyvum\u0105, pad\u0117s i\u0161vengti bereikaling\u0173 konflikt\u0173, kas smarkiai prisid\u0117s prie bendro J\u016bs\u0173 \u012fmon\u0117s klest\u0117jimo ir gerb\u016bvio. Apmokyt\u0173 specialist\u0173 nereik\u0117s nuolat keisti kitais, darbo specifik\u0105 \u012fsisavin\u0119 darbuotojai dirbs grei\u010diau ir darbus atliks kokybi\u0161kiau, o i\u0161tikus nenumatytai situacijai, bus link\u0119 padirb\u0117ti vir\u0161valand\u017eius. Kompanijos CashOnGo\u00a0 <\/em>buv\u0119s klient\u0173 aptarnavimo skyriaus vadovas Triin Linamagi<\/em> teigia: \u201ekad darbuotojas b\u016bt\u0173 labiau suinteresuotas prisid\u0117ti gerinant bendrus komandos rezultatus, reik\u0117t\u0173 nepamir\u0161ti sukruti efektyvi\u0105 motyvacin\u0119 program\u0105, kuri kiekvien\u0105 individualiai apdovanoja u\u017e ind\u0117l\u012f \u012f bendr\u0105 komandos s\u0117km\u0119. Darbuotojai d\u017eiaugsis, kad komandin\u0117 s\u0117km\u0117 galiausiai konvertuojasi r \u012f kiekvieno asmenin\u012f g\u0117r\u012f\u201c.\u00a0 <\/em><\/p>\n

\u00a0\u00a0 D\u0117mesys klient\u0173 aptarnavimui<\/strong><\/p>\n

\u00a0\u00a0 \u00a0<\/em>Norint i\u0161vengti perteklin\u0117s darbo j\u0117gos samdymo, <\/em>spar\u010diai augan\u010diai kompanijai svarbu investuoti \u012f proces\u0173 automatizavim\u0105 ir ma\u017einti rank\u0173 darbo apimtis. Bet turite nepamir\u0161ti, kad klient\u0173 aptarnavimo modelis turi likti patogus vartotojui (angl. \u201duser-friendly\u201d)<\/em> ir atitikti jo l\u016bkes\u010dius. Pavyzd\u017eiui, jeigu smarkiai taupysite l\u0117\u0161as \u012fdiegdami auto-atsakiklius, kurie klient\u0105 nukreipin\u0117s i\u0161 vieno skyriaus \u012f kit\u0105, didel\u0117 tikimyb\u0117, kad klientas pasirinks J\u016bs\u0173 konkurent\u0105, kuris yra pasiry\u017e\u0119s investuoti \u012f gyv\u0105 bendravim\u0105.<\/p>\n

Standartizuojant daugel\u012f proces\u0173, apsvarstykite galimyb\u0119 \u012fmon\u0117je suburti klient\u0173 aptarnavimo specialist\u0173 komand\u0105, atsaking\u0105 u\u017e klient\u0173 paklausim\u0173 ir nusiskundim\u0173 pri\u0117mim\u0105. J\u0173 tarpe vert\u0117t\u0173 tur\u0117ti kokyb\u0117s analitik\u0105, analizuojant\u012f klient\u0173 aptarnavimo kokyb\u0119, klient\u0173 pasitenkinim\u0105 J\u016bs\u0173 \u012fmon\u0117s veikla ir j\u0173 ateities l\u016bkes\u010dius. Banko LHV<\/em><\/a> \u00a0pardavim\u0173 ir paslaug\u0173 klientams vadov\u0117 Moonika Palmse, <\/em>teigia:<\/p>\n

\u201cAugant \u012fmonei, geb\u0117jimas i\u0161laikyti klient\u0173 l\u016bkes\u010dius atitinkant\u012f aptarnavimo lyg\u012f, yra nema\u017eas i\u0161\u0161\u016bkis. Tod\u0117l visus su komapanijos pl\u0117tra susijusius procesus reikia kruop\u0161\u010diai analizuoti. Kai kuriuos i\u0161 j\u0173 \u017einoma verta automatizuoti, bet riekia stengtis palaikyti auk\u0161t\u0105 kleint\u0173 aptarnavimo lyg\u012f, kad tai nesuma\u017eint\u0173 j\u0173 pasitenkinimo J\u016bs\u0173 veikla. Vienodai auk\u0161tas standrtas turi b\u016bti i\u0161laikomas per visus komunikacijos su klientais kanalus: tiek palaikant tiesiogin\u012f kontakt\u0105<\/em>, tiek per \u012fvairias medijas ir el. pa\u0161tu<\/em>. Tai esmin\u0117 i\u0161gyvenimo ir efektyvios pl\u0117tros s\u0105lyga\u201d<\/em><\/p>\n

Tuo tarpu Pipedrive<\/em><\/a> pardavim\u0173 ir paslaug\u0173 klientams vadovas Martin K\u00f5iva <\/em>i\u0161skiria 2 paprastas gudrybes, \u012f kurias taip pat verta atkreipti d\u0117mes\u012f: \u201e1) u\u017eb\u0117kite u\u017e aki\u0173 klientus informuodami, kaip ir per kiek laiko j\u0173 u\u017eklausos gal\u0117t\u0173 b\u016bti \u012fvykdytos 2) pa\u017ead\u0117kite ma\u017eiau, negu galite padaryti, tuomet padarykite daugiau, nei pa\u017ead\u0117jote – tai neleiskite J\u016bs\u0173 u\u017ekrauti per dideliais l\u016bkes\u010diais ir padidins J\u016bs\u0173 klient\u0173 pasitenkinim\u0105 J\u016bs\u0173 veikla.\u201c <\/em><\/p>\n

\u00a0\u00a0 <\/strong>Santyki\u0173 su klientais puosel\u0117jimas<\/strong><\/p>\n

Randantis nauj\u0173 klient\u0173 ratui, nepamir\u0161kite, kad lygiai taip pat svarbu i\u0161saugoti senus klientus. Pasak Verslas.IN<\/em><\/a>, \u201eprarasto kliento pakeitimo s\u0105naudos yra 5-7 kartus didesn\u0117s u\u017e turimam klientui teikiamos vert\u0117s padidinimo s\u0105naudas\u201c.<\/em> Tad investuodami \u012f santyki\u0173 su naujais klientais k\u016brim\u0105, nepamir\u0161kite skirti d\u0117mesio sen\u0173 klient\u0173 poreikiams u\u017etikrinti. Banko LHV<\/em><\/a> \u00a0pardavim\u0173 ir paslaug\u0173 klientams vadov\u0117 Moonika Palmse, <\/em>prisimena:<\/p>\n

\u00a0\u00a0 \u201cBankui LHV besiple\u010diant ir augant nauj\u0173 klient\u0173 skai\u010diui, \u00a0did\u017eiausias i\u0161\u0161\u016bkis buvo i\u0161laikyti tok\u012f pat auk\u0161t\u0105 teikiam\u0173 paslaug\u0173 standart\u0105 ir klient\u0173 aptarnavimo kokyb\u0119. Kiekvienam klientui turi b\u016bti parodytas deramas d\u0117mesys ir kiekvienas j\u0173 turi pasijausti i\u0161skirtinis. Nor\u0117dami tai garantuoti, investuokite \u012f darbuotoj\u0173 mokymus, kurie pad\u0117s jiems jud\u0117ti teisinga kryptimi. Naujiems darbuotojams perteikite ai\u0161k\u0173 vaizd\u0105 apie J\u016bs\u0173 kompanijoje vyraujan\u010di\u0105 kult\u016br\u0105 ir po\u017ei\u016br\u012f \u012f klientus, o seniems darbuotojams pateikite papildomos informacijos apie kertini\u0173 vertybi\u0173 ir auk\u0161tos kompanijos kult\u016bros i\u0161laikym\u0105.\u201c <\/em><\/p>\n

\u00a0\u00a0 Gera komunikacijos strategija<\/strong><\/p>\n

Nuosekli ir ai\u0161ki komunikacija yra J\u016bs\u0173 raktas \u012f s\u0117km\u0119. Pasistenkinte vis\u0173 prima u\u017etikrinti efektyvi\u0105 komunikacij\u0105 tarp savo darbuotoj\u0173. Kol \u012fmon\u0117 yra s\u0105lyginai ma\u017ea, susikalb\u0117ti tarpusavyje yra nesud\u0117tinga u\u017eduotis. Ta\u010diau augant \u012fmon\u0117s veiklos apimtims ir did\u0117jant darbuotoj\u0173 skai\u010diui, gali gr\u0117sti sugedusio telefono efektas. Taigi, svarbu paskirti asmenis, i\u0161imtinai atsakingus u\u017e vidin\u0119 ir i\u0161orin\u0119 kompanijos komunikacij\u0105.<\/p>\n

Dedikuotas asmuo ar komanda pad\u0117s susikalb\u0117ti skirtingiems skyriams ir u\u017etikrins, kad visus darbuotojus pasiekt\u0173 svarbi informacija. Komunikacij\u0173 specialistai tur\u0117t\u0173 vystyti ir komunikacijos su J\u016bs\u0173 klientais strategij\u0105. Ypa\u010d svarbu skirti gerus apmokymus ry\u0161i\u0173 su visuomene atstovams. Tai pad\u0117s i\u0161vengti neteising\u0173 interpretacij\u0173 ir kaliding\u0173 fakt\u0173 skalidos. Gerai paruo\u0161ti komunikacij\u0173 specialistai gali suvaldyti ir sud\u0117tingas sitaucijas, kylan\u010dias d\u0117l klient\u0173 nepasitenkinimo. Laiku parodytas d\u0117mesys \u012ftikins klient\u0105, kad jis yra svarbi J\u016bs\u0173 \u012fmon\u0117s atliekamos veiklos dalis ir kad esate pasiry\u017e\u0119 spr\u0119sti visus nesusipratimus.<\/p>\n

\u00a0\u00a0 <\/strong><\/p>\n

***<\/em><\/p>\n

\u00a0\u00a0 Taigi, nor\u0117dami u\u017etikrinti s\u0117kming\u0105 savo \u012fmon\u0117s pl\u0117tr\u0105, turite atkreipti d\u0117mes\u012f \u012f pagrindinius \u012fmon\u0117s veikl\u0105 palaikan\u010dius elementus: atrinkti tinkamus darbuotojus ir juos vertinti, puosel\u0117ti santykius su klientais ir u\u017etikrinti kuo geresn\u012f klient\u0173 aptarnavim\u0105, pasir\u016bpinti efektyvia komunikacija, kuri pad\u0117s J\u016bs\u0173 darbuotojams susikalb\u0117ti tarpusavyje ir su klientais, bei pad\u0117s neutralizuoti smulkius su klient\u0173 nepasitenkinimu susijusius nesusipratimus.<\/p>\n","protected":false},"excerpt":{"rendered":"

Spar\u010diai augant J\u016bs\u0173 \u012fkurtai \u012fmonei, did\u017eiausi i\u0161\u0161\u016bkiai tyko stengiantis subalansuoti greit\u0105 verslo pl\u0117tr\u0105 su geru klient\u0173 aptarnavimu. Did\u0117jant verslo apimtims, daug proces\u0173 ir proced\u016br\u0173 smarkiai kei\u010diasi, kas s\u0105lygoja didel\u0119 tiek vadov\u0173, tiek darbuotoj\u0173, apkrov\u0105. Ple\u010diantis J\u016bs\u0173 klient\u0173 ratui, did\u0117ja J\u016bs\u0173 veiklos \u017einomumas, o tuo pa\u010diu auga ir atsakomyb\u0117, kad viskas,…<\/p>\n","protected":false},"author":1,"featured_media":1342,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","footnotes":""},"categories":[10],"tags":[74],"class_list":["post-1351","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-service-check-lt","tag-klientu-aptarnavimas-kokybe-santykiai-su-klientais-komunikacija"],"yoast_head":"\nDid\u017eiausi spar\u010diai besiple\u010dian\u010dio verslo i\u0161\u0161\u016bkiai - Service Check - Mystery Shopping<\/title>\n<meta name=\"description\" content=\"Spar\u010diai augant J\u016bs\u0173 \u012fkurtai \u012fmonei, did\u017eiausi i\u0161\u0161\u016bkiai tyko stengiantis subalansuoti greit\u0105 verslo pl\u0117tr\u0105 su geru klient\u0173 aptarnavimu. 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