{"id":1522,"date":"2016-08-23T22:24:48","date_gmt":"2016-08-23T19:24:48","guid":{"rendered":"https:\/\/servicecheck.dive-group.com\/?p=1522"},"modified":"2025-03-19T11:12:16","modified_gmt":"2025-03-19T09:12:16","slug":"klientu-aptarnavimo-specialistai-taip-pat-yra-zmones","status":"publish","type":"post","link":"https:\/\/servicecheck.ee\/lt\/klientu-aptarnavimo-specialistai-taip-pat-yra-zmones\/","title":{"rendered":"Klient\u0173 aptarnavimo specialistai taip pat yra \u017emon\u0117s"},"content":{"rendered":"

Klient\u0173 aptarnavimo supratimas per pastaruosiuos metus labai smarkiai pasikeit\u0117. Mes daug kalbame apie aptarnavimo specialistus, klientus, vadovyb\u0119, komunikacij\u0105 bei koreliacij\u0105 tarp vis\u0173 \u0161i\u0173 trij\u0173 \u0161ali\u0173. M\u016bs\u0173 tikslas yra pad\u0117ti kompanijoms pasi\u016blyti geresn\u012f aptarnavim\u0105, ta\u010diau negalime nepabr\u0117\u017eti, kaip svarbu yra vertinti specialistus, kurie aptarnauja J\u016bs\u0173 klientus kiekvien\u0105 dien\u0105. Aptarnavimo sektoriuje visuomet stinga ger\u0173 darbuotoj\u0173 ir taip yra ne vien d\u0117l si\u016blom\u0173 ma\u017eesni\u0173 atlyginim\u0173, ta\u010diau ir d\u0117l visuomen\u0117s po\u017ei\u016brio \u012f aptarnaujan\u010dius \u017emones. \u0160\u012f kart\u0105 pakalb\u0117sime apie tai, kaip aptarnavimo kokyb\u0117 gali priklausyti nuo kliento elgesio su asmeniu, kuris j\u012f aptarnauja.<\/p>\n

Visiems labai gerai \u017einomas posakis \u2013 “klientas yra karalius”, ta\u010diau reikt\u0173 pabr\u0117\u017eti, kad aptarnaujantis asmuo n\u0117ra robotas. Komunikacija aptarnavimo metu priklauso nuo abiej\u0173 \u0161ali\u0173 elgesio, tiek kliento, tiek j\u012f aptarnaujan\u010dio specialisto. J\u016bs\u0173 \u012fmon\u0117s tikslas yra atrenkant geriausius aptarnaujan\u010diuosius specialistus, mokyti juos b\u016bti dar geresniais. Kliento elgesio J\u016bs pakeisti negalite. Deja, bet geras aptarnavimas ne visuomet priklauso vien tik nuo gerai aptarnaujan\u010dio specialisto, ta\u010diau viskas, k\u0105 J\u016bs galite padaryti, tai tik mokyti savo darbuotojus, ne klientus.<\/p>\n

Kliento nuomon\u0117 ne visada gali b\u016bti objektyvi, ypa\u010d kuomet teigiama, kad aptarnaujantis specialistas buvo grubus, nelink\u0119s pad\u0117ti. Labai da\u017enai pasitaiko, kad klientai i\u0161 anksto b\u016bna blogai nusiteik\u0119, ypa\u010d jei iki aptarnavimo jiems teko ilgai laukti. Tuo tarpu specialistai turi dirbti su bloga nuotaika, keiksma\u017eod\u017eiais, i\u0161ankstin\u0117mis nuostatomis, kad aptarnaujantis specialistas yra prastesnis nei klientas. Kartais nepasitenkinimas aptarnavimu gali b\u016bti pagr\u012fstas, ta\u010diau da\u017enu atveju labiau kaltas ne individas, o \u012fmon\u0117, neskyrusi savo darbuotojui atitinkam\u0173 mokym\u0173. \u017dinoma ne viskas yra juoda arba balta. Aptarnavimo specialistai gali b\u016bti puikiai paruo\u0161ti valdyti savo emocijas ir elgtis \u0161altai bet kokiose situacijose. Jie gali keliauti per kelias sistemas vienu metu, ie\u0161kant tikslios informacijos, laikytis tam tikr\u0173 aptarnavimo standart\u0173 tuo pat metu b\u016bdami mandag\u016bs kalbant telefonu su beveid\u017eiu, r\u0117kian\u010diu klientu. Aptarnavimo specialisto kasdienyb\u0117 toli gra\u017eu n\u0117ra lengva. Taip pat labai tik\u0117tina, kad prie\u0161 pakeldamas ragel\u012f, \u017emogus k\u0105 tik kalb\u0117jo su \u012fpykusiu klientu, galb\u016bt net su dar keliais iki tol. Tik \u012fsivaizduokite, jei taip kelias dienas i\u0161 eil\u0117s. Tad patys vietoj nusiskundim\u0173, kaip ilgai lauk\u0117te kol kas nors pakels ragel\u012f, i\u0161reik\u0161kite nuostab\u0105 \u2013 “oho, \u0161iandien pas jus tikriausiai labai daug skambu\u010di\u0173”. B\u016bdamas tiesiog mandagiu ir empati\u0161ku i\u0161siskirsite i\u0161 pikt\u0173 klient\u0173 srauto bei maloniau nuteiksite Jus aptarnaujant\u012f asmen\u012f. Patik\u0117kite, Jus aptarnaus maloniau.<\/p>\n

\u017dmon\u0117s, dirbantys aptarnavimo sferoje, tiek prekybos centruose, tiek restoranuose neretai dirba labai ilgomis pamainomis, po 12-14 valand\u0173. O jei dar piet\u0173 pertrauka tetrunka 15-30 minu\u010di\u0173 arba jos visai nebuvo t\u0105 dien\u0105. Baltijos \u0161alyse dauguma parduotuvi\u0173 dirba savaitgaliais iki 21 val. vakaro, tuo tarpu maisto preki\u0173 parduotuv\u0117s net iki 23 val., kuomet Europoje ir Skandinavijoje sekmadieniais parduotuv\u0117s da\u017eniausiai nedirba visai, o \u0161e\u0161tadieniais tik iki 18 val. \u017dmon\u0117s tokiose vietose dirba u\u017e palyginti \u017eemus atlyginimus, o baig\u0119 darb\u0105 jie taip pat turi gyvenimus, draugus, \u0161eimas, laukian\u010dias namuose. Dirbti aptarnavimo sferoje n\u0117ra lengva, kaip ir kiekvienas darbas \u0161is turi savo privalum\u0173 ir tr\u016bkum\u0173, ta\u010diau tai lygiai toks pats pasirinkimas, kaip ir dauguma kit\u0173 darb\u0173. Vien tod\u0117l aptarnavimo sferos darbuotojai tur\u0117t\u0173 b\u016bti gerbiami kaip ir visi kiti dirbantys \u017emon\u0117s.<\/p>\n

Da\u017enai susiduriame su rei\u0161kiniu, kuomet vadovai \u012f darbines situacijas \u017ei\u016bri vien tik i\u0161 savo perspektyvos ir visuomet turi k\u0105 pasakyti apie aptarnavim\u0105. Tuo pat metu aptarnaujantis darbuotojas visk\u0105 vertina i\u0161 savo varpin\u0117s. Klientas kaltina aptarnavim\u0105, aptarnaujantieji kaltina vadovyb\u0119, o vadovyb\u0117 kaltina aptarnaujan\u010diuosius. Nepamir\u0161kime, kad kartais ne daug k\u0105 tegalime pakeisti kliento elgesyje ir galb\u016bt reikt\u0173 labiau tik\u0117ti savo darbuotojais. Kaip komandos vadovas, privalote mokyti savo \u017emones, paruo\u0161ti juos bet kokiems klientams bei jais pasitik\u0117ti. Kaip aptarnavimo sferos atstovas, privalote prisitaikyti prie skirting\u0173 situacij\u0173, charakteri\u0173 ir nepriimti asmeni\u0161kai atvej\u0173, kuomet klientui bloga nuotaika. Tuo tarpu klientui der\u0117t\u0173 gerbti aptarnaujan\u010diuosius, nes pastarieji nusipelno pagarbos vien tod\u0117l, kad stengiasi suteikti Jums maloni\u0105 aplink\u0105. Leiskite jiems b\u016bti paslaugiems. Visi norime b\u016bti malonioje aptarnavimo aplinkoje, tad privalome jai ka\u017ek\u0105 duoti ir patys.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Klient\u0173 aptarnavimo supratimas per pastaruosiuos metus labai smarkiai pasikeit\u0117. Mes daug kalbame apie aptarnavimo specialistus, klientus, vadovyb\u0119, komunikacij\u0105 bei koreliacij\u0105 tarp vis\u0173 \u0161i\u0173 trij\u0173 \u0161ali\u0173. M\u016bs\u0173 tikslas yra pad\u0117ti kompanijoms pasi\u016blyti geresn\u012f aptarnavim\u0105, ta\u010diau negalime nepabr\u0117\u017eti, kaip svarbu yra vertinti specialistus, kurie aptarnauja J\u016bs\u0173 klientus kiekvien\u0105 dien\u0105. Aptarnavimo sektoriuje visuomet…<\/p>\n","protected":false},"author":1,"featured_media":1523,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","footnotes":""},"categories":[10],"tags":[],"class_list":["post-1522","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-service-check-lt"],"yoast_head":"\nKlient\u0173 aptarnavimo specialistai taip pat yra \u017emon\u0117s - Service Check - Mystery Shopping<\/title>\n<meta name=\"description\" content=\"Klient\u0173 aptarnavimo supratimas per pastaruosiuos metus labai smarkiai pasikeit\u0117. 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