{"id":1157,"date":"2015-12-17T18:06:34","date_gmt":"2015-12-17T16:06:34","guid":{"rendered":"https:\/\/servicecheck.dive-group.com\/?p=1157"},"modified":"2025-03-19T11:12:19","modified_gmt":"2025-03-19T09:12:19","slug":"ka-izveidot-uz-klientu-orientetu-kulturu-sava-organizacija","status":"publish","type":"post","link":"https:\/\/servicecheck.ee\/lv\/ka-izveidot-uz-klientu-orientetu-kulturu-sava-organizacija\/","title":{"rendered":"K\u0101 izveidot uz klientu orient\u0113tu kult\u016bru sav\u0101 organiz\u0101cij\u0101"},"content":{"rendered":"

Uz klientu orient\u0113ta biznesa kult\u016bra ir vair\u0101k k\u0101 vien \u0161obr\u012bd popul\u0101rs termins, t\u0101 ir organiz\u0101cijas attieksme kopum\u0101. T\u0101 ir attieksme, kas sniegs J\u016bsu uz\u0146\u0113mumam ilgtermi\u0146a finan\u0161u izaugsmi, iesp\u0113ju palielin\u0101t sava z\u012bmola v\u0113rt\u012bbu, un izcels J\u016bs starp konkurentiem.<\/p>\n

J\u016bsu bizness past\u0101v, lai risin\u0101tu konkr\u0113tas probl\u0113mas vai apmierin\u0101tu noteiktas cilv\u0113ku vajadz\u012bbas. Ja J\u016bs neatrisin\u0101t nek\u0101das klientu probl\u0113mas, J\u016bs varat savu uz\u0146\u0113mumu aizv\u0113rt jau tagad. Uz\u0146\u0113muma klienti ir tie, kas nes pe\u013c\u0146u un maks\u0101 darbinieku algas. Apmai\u0146\u0101 pret to, Jums ir j\u0101r\u016bp\u0113jas par vi\u0146u labsaj\u016btu un j\u0101prot rast jaunus veidus, k\u0101 padar\u012bt vi\u0146u dz\u012bves viegl\u0101kas.
\nKad katrs process J\u016bsu organiz\u0101cij\u0101 s\u0101kas un beidzas ar domu par klientu apmierin\u0101t\u012bbu, J\u016bs varat sevi d\u0113v\u0113t par uz klientu orient\u0113tu uz\u0146\u0113mumu. Ja neesat p\u0101rliecin\u0101ti par to, k\u0101 veidot uz klientu orient\u0113tu kult\u016bru, kas, savuk\u0101rt, rad\u012btu liel\u0101ku klientu uztic\u012bbu un finansi\u0101los ieguvumus, m\u0113s esam sagatavoju\u0161i da\u017eas idejas, kas Jums pal\u012bdz\u0113s to \u012bstenot.<\/p>\n

Ieg\u016bstiet atsauksmes<\/strong><\/p>\n

Pirmais solis ir izr\u0101d\u012bt patiesu interesi J\u016bsu klientu v\u0113lmju un nepiecie\u0161am\u012bbu izzin\u0101\u0161an\u0101. Ir j\u0101noskaidro, par ko vi\u0146i ir apmierin\u0101ti un par ko ne. T\u0101pat, j\u0101uzzina, k\u0101 var\u0113tu uzlabot J\u016bsu darb\u012bbu n\u0101kotn\u0113. Past\u0101v\u012bga izp\u0113te Jums \u013caus izprast, k\u0101 J\u016bsu bizness darbojas un k\u0101dus uzlabojumus J\u016bs varat veikt, lai ieg\u016btu vair\u0101k klientu. T\u0101d\u0101 veid\u0101 J\u016bs par\u0101d\u012bsiet saviem klientiem, ka vi\u0146u viedoklis Jums ir svar\u012bgs. Taj\u0101 pa\u0161\u0101 laik\u0101, ar\u012b J\u016bsu darbinieki pierad\u012bs pie \u201cklients pirmaj\u0101 viet\u0101\u201d mentalit\u0101tes.<\/p>\n

Padariet klientu apmierin\u0101t\u012bbu par da\u013cu no J\u016bsu uz\u0146\u0113muma v\u0113rt\u012bb\u0101m<\/strong><\/p>\n

Katr\u0101 uz\u0146\u0113mum\u0101 ir j\u0101b\u016bt izstr\u0101d\u0101t\u0101m sav\u0101m pamatv\u0113rt\u012bb\u0101m, un orient\u0101cijai uz klientu vajadz\u0113tu b\u016bt vienai no t\u0101m. Viens no liel\u0101kajiem tie\u0161saistes mazumtirgot\u0101jiem Zappos<\/a> apgalvo, ka t\u0101 pirm\u0101 pamatv\u0113rt\u012bba ir likt klientam sac\u012bt \u201cWOW\u201d p\u0113c vi\u0146u pakalpojumu izmanto\u0161anas<\/strong>.
\nUz\u0146\u0113muma pamatv\u0113rt\u012bbu noteik\u0161ana nav tikai formalit\u0101te, bet gan pier\u0101d\u012bjums J\u016bsu uz\u0146\u0113muma attieksmei pret klientiem un to, k\u0101 J\u016bsu darbinieki uztver klientu apmierin\u0101t\u012bbu. Tas noz\u012bm\u0113, ka Jums ar sav\u0101m pamatv\u0113rt\u012bb\u0101m ir nepiecie\u0161ams iepaz\u012bstin\u0101t ikvienu, ar ko saskaraties uz\u0146\u0113muma darb\u012bb\u0101 \u2013 savus klientus, darbiniekus un pieg\u0101d\u0101t\u0101jus.
\nUz\u0146\u0113muma kult\u016bra s\u0101kas no aug\u0161as, kas noz\u012bm\u0113, ka, esot t\u0101 \u012bpa\u0161niekam vai noda\u013cas vad\u012bt\u0101jam, J\u016bsu v\u0101rdiem un r\u012bc\u012bbai ir sp\u0113ja noteikt toni saviem darbiniekiem, kuri t\u0101l\u0101k to p\u0101rraida ar\u012b J\u016bsu klientiem. T\u0101p\u0113c ir svar\u012bgi p\u0101rliecin\u0101ties, ka J\u016bsu v\u012bzija un uz\u0146\u0113muma m\u0113r\u0137i liek uzsvaru uz klientu apkalpo\u0161anu.<\/p>\n

Padariet sevi zin\u0101mu un komunic\u0113jiet ar klientiem <\/strong><\/p>\n

Saska\u0146\u0101 ar Forrester<\/a> p\u0113t\u012bjumu, uz\u0146\u0113mumiem, kam ir uz klientu orient\u0113ta kult\u016bra, varb\u016bt\u012bba p\u0101rdot savus pakalpojumus eso\u0161iem klientiem ir 60-70%, bet jauniem tikai 5-20%. T\u0101d\u0113\u013c p\u0101rliecinieties, ka visi J\u016bsu darbinieki un partneri ir inform\u0113ti par klientu apmierin\u0101t\u012bbas ietekmi uz J\u016bsu uz\u0146\u0113muma rezult\u0101tiem.J\u016bs varat izmantot cit\u0101tus, att\u0113lus vai cita veida komunik\u0101ciju, lai katru dienu atg\u0101din\u0101tu J\u016bsu darbiniekiem un ikvienam citam, kas n\u0101k uz J\u016bsu biroju, ka klientu apmierin\u0101t\u012bba J\u016bsu uz\u0146\u0113muma priorit\u0101\u0161u sarakst\u0101 ir pa\u0161\u0101 aug\u0161gal\u0101.<\/p>\n

Padariet klientu apmierin\u0101t\u012bbu svar\u012bg\u0101ku par visu p\u0101r\u0113jo<\/strong><\/p>\n

P\u0101rliecinieties, ka J\u016bs varat savus klientus padar\u012bt par priorit\u0101ti un citus uzdevumus vai pl\u0101nus par maz\u0101k svar\u012bgiem. Par\u0101diet saviem darbiniekiem, cik svar\u012bgi da\u017ek\u0101rt ir pastr\u0101d\u0101t par stundu ilg\u0101k, ja tas pal\u012bdz\u0113s lab\u0101k apmierin\u0101t J\u016bsu klientu vajadz\u012bbas. Mudin\u0101t savus darbiniekus pie\u0146emt racion\u0101lus l\u0113mumus vienm\u0113r, kad tas ir iesp\u0113jams.Lielisks piem\u0113rs ir tie\u0161saistes kuponu vietne Cherry.ee (Latvij\u0101 \u2013 Cherry.lv) un tas, k\u0101 t\u0101 atrisin\u0101ja probl\u0113mu ar vienu no saviem klientiem.<\/p>\n

L\u016bk, tulkojums no Cherry.ee soci\u0101lo mediju lap\u0101 ievietot\u0101 pazi\u0146ojuma no klienta:<\/p>\n

“Es grib\u0113tu pateikties Cherry.ee. M\u0113s pas\u016bt\u012bj\u0101m su\u0161i, izmantojot Cherry un vienu no pied\u0101v\u0101tajiem restor\u0101niem vi\u0146u vietn\u0113. M\u0113s sa\u0146\u0113m\u0101m apstiprin\u0101jumu, ka savu pas\u016bt\u012bjumu sa\u0146emsim ap plkst. 19.00. Ta\u010du nekas netika pieg\u0101d\u0101ts un neviens restor\u0101n\u0101 neatbild\u0113ja nedz uz telefonu zvaniem, nedz e-pastu. M\u0113s jut\u0101mies \u013coti ne\u0113tri m\u016bsu viesu priek\u0161\u0101. Tad es nol\u0113mu sazin\u0101ties ar Cherry, bet t\u0101 k\u0101 vi\u0146i ar\u012b nevar\u0113ja sakontakt\u0113t su\u0161i restor\u0101nu, vi\u0146i person\u012bgi pieg\u0101d\u0101ja su\u0161i uz m\u016bsu pas\u0101kuma norises vietu no k\u0101da cita restor\u0101na. \u0112diens tika pieg\u0101d\u0101ts kop\u0101 ar ziediem un k\u016bku.Tas patie\u0161\u0101m padar\u012bja m\u016bsu dienu izdevu\u0161os un m\u0113s bij\u0101m \u013coti priec\u012bgi. Otrs restor\u0101ns \u0113dienu beidzot pieg\u0101d\u0101ja, bet tas bija tikai plkst. 22.30 un negar\u0161oja ne uz pusi tik labi. M\u016bsu viesi l\u012bdz tam br\u012bdim b\u016btu nomiru\u0161i bad\u0101. M\u0113s tie\u0161\u0101m v\u0113l\u0113tos pateikties Cherry par apbr\u012bnojamo servisu un attieksmi.”<\/em><\/p>\n

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

M\u0113s noteikti varam teikt, ka \u0161is uz\u0146\u0113mums klientu apmierin\u0101t\u012bbu ir nost\u0101d\u012bju\u0161i pirmaj\u0101 viet\u0101. Klienti ar savu lielisko pieredzi grib dal\u012bties ar\u012b ar citiem, kas ir vislab\u0101k\u0101 uz\u0146\u0113muma rekl\u0101ma un nemaks\u0101 ne centa.<\/p>\n

Atalgojiet darbiniekus<\/strong><\/p>\n

Lai izveidotu uz klientu orient\u0113tu kult\u016bru, Jums ir nepiecie\u0161ama motiv\u0113ta komanda, kas saredz priek\u0161roc\u012bbas klientu apmierin\u0101t\u012bbas uzlabo\u0161an\u0101.
\n\u012apa\u0161i atalgojiet darbiniekus, kuri izdara papildus darbu klientu probl\u0113mu risin\u0101\u0161an\u0101. Sasaistiet savu darbinieku izaugsmi un motiv\u0101ciju ar klientu apmierin\u0101t\u012bbu. Kad darbiniekiem ir person\u012bga interese uzlabot klientu apmierin\u0101t\u012bbu, vi\u0146i divtik cent\u012bgi m\u0113\u0123in\u0101s izpatikt klientiem. Iek\u013caujiet apkalpo\u0161anas standartus darba aprakstos, darbinieku izv\u0113rt\u0113jumos un atalgojumos.<\/p>\n

Iesaistiet visus darb\u0101 ar klientiem<\/strong><\/p>\n

Ja J\u016bs dom\u0101jat, ka klientu apkalpo\u0161ana attiecas tikai uz klientu apkalpo\u0161anas departamentu, J\u016bs \u013coti mald\u0101ties. Ikvienam J\u016bsu uz\u0146\u0113mum\u0101 ir j\u0101iesaist\u0101s un j\u0101izprot tas, ko klienti v\u0113las. Tas ietver ar\u012b uz\u0146\u0113muma att\u012bst\u012bbas komandu, p\u0101rdo\u0161anas komandu un galveno l\u0113mumu pie\u0146\u0113m\u0113jus J\u016bsu uz\u0146\u0113mum\u0101. K\u0101p\u0113c ne\u013caut da\u017eiem ofisa darbiniekiem iejusties apkalpo\u0161anas person\u0101la \u0101d\u0101 vismaz vienu dienu ned\u0113\u013c\u0101?<\/p>\n

Da\u017ei uz\u0146\u0113mumi l\u016bdz sav\u0101m in\u017eenieru komand\u0101m regul\u0101ri veikt klientu atbalsta funkcijas, lai vi\u0146iem b\u016btu tie\u0161s kontakts ar klientiem un iesp\u0113ja ieg\u016bt atsauksmes par vi\u0146u rad\u012bto produktu. Kad vid\u0113j\u0101 un zem\u0101ka l\u012bme\u0146a darbinieki redz\u0113s, ka augst\u0101k\u0101 vad\u012bba ar\u012b akt\u012bvi iesaist\u0101s klientu apmierin\u0101t\u012bbas nodro\u0161in\u0101\u0161an\u0101, vi\u0146i to \u013coti augstu nov\u0113rt\u0113s un cent\u012bsies atdarin\u0101t.<\/p>\n

Pie\u0146emiet darb\u0101 pareizos cilv\u0113kus<\/strong><\/p>\n

P\u0101rliecinieties, ka j\u016bs nol\u012bgstat pareizos cilv\u0113kus un radiet pareizo priek\u0161statu jau no pa\u0161a s\u0101kuma. Ikvienam, kur\u0161 pievienojas J\u016bsu uz\u0146\u0113mumam, vajadz\u0113tu saprast klientu apmierin\u0101t\u012bbu v\u0113rt\u012bbu un b\u016bt gatavam \u201ciet papildus j\u016bdzi\u201d. Klienta v\u0113lmju izdab\u0101\u0161anai ir ilgtermi\u0146a finan\u0161u un z\u012bmola att\u012bst\u012bbas priek\u0161roc\u012bbas. M\u0113\u0123iniet rad\u012bt vidi, kur\u0101 katrs darbinieks J\u016bsu uz\u0146\u0113mum\u0101 apjau\u0161 klientu apmierin\u0101t\u012bbas v\u0113rt\u012bbu un vienm\u0113r klientu nost\u0101da pirmaj\u0101 viet\u0101.<\/p>\n

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

Uz klientu orient\u0113ta biznesa kult\u016bra ir vair\u0101k k\u0101 vien \u0161obr\u012bd popul\u0101rs termins, t\u0101 ir organiz\u0101cijas attieksme kopum\u0101. T\u0101 ir attieksme, kas sniegs J\u016bsu uz\u0146\u0113mumam ilgtermi\u0146a finan\u0161u izaugsmi, iesp\u0113ju palielin\u0101t sava z\u012bmola v\u0113rt\u012bbu, un izcels J\u016bs starp konkurentiem. J\u016bsu bizness past\u0101v, lai risin\u0101tu konkr\u0113tas probl\u0113mas vai apmierin\u0101tu noteiktas cilv\u0113ku vajadz\u012bbas. Ja…<\/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":[9],"tags":[64,63,62],"class_list":["post-1157","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-service-check-lv","tag-kientu-apmierinatiba","tag-klientu-apkalposana","tag-servicecheck"],"yoast_head":"\nK\u0101 izveidot uz klientu orient\u0113tu kult\u016bru sav\u0101 organiz\u0101cij\u0101 - Service Check - Mystery Shopping<\/title>\n<meta name=\"description\" content=\"Uz klientu orient\u0113ta biznesa kult\u016bra ir vair\u0101k k\u0101 vien \u0161obr\u012bd popul\u0101rs termins, t\u0101 ir organiz\u0101cijas attieksme kopum\u0101. 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