{"id":1200,"date":"2016-01-27T15:28:16","date_gmt":"2016-01-27T13:28:16","guid":{"rendered":"https:\/\/servicecheck.dive-group.com\/?p=1200"},"modified":"2025-03-19T11:12:18","modified_gmt":"2025-03-19T09:12:18","slug":"5-posmi-klientu-apkalposanas-uzlabosanas-procesa","status":"publish","type":"post","link":"https:\/\/servicecheck.ee\/lv\/5-posmi-klientu-apkalposanas-uzlabosanas-procesa\/","title":{"rendered":"5 posmi klientu apkalpo\u0161anas uzlabo\u0161anas proces\u0101"},"content":{"rendered":"

Labas klientu apkalpo\u0161anas noz\u012bme uz\u0146\u0113mumos bie\u017ei vien tiek piemirsta laika vai naudas tr\u016bkuma d\u0113\u013c. Realit\u0101te ir t\u0101da, ka laba apkalpo\u0161ana ir pamats loj\u0101lu klientu ieg\u016b\u0161anai, pozit\u012bva t\u0113la rad\u012b\u0161anai un augstu p\u0101rdo\u0161anas apjomu sasnieg\u0161anai. Lai \u0161o visu sasniegtu, uz\u0146\u0113mumam ir j\u0101b\u016bt izstr\u0101d\u0101tam detaliz\u0113tam klientu apkalpo\u0161anas procesam, kas sast\u0101v no pieciem posmiem. Prec\u012bzi izpildot katru soli un atk\u0101rtojot \u0161o procesu ik gadu, pan\u0101kumi J\u016bsu uz\u0146\u0113mumam ir garant\u0113ti.<\/p>\n

Pirmais posms \u2013 anal\u012bze<\/strong><\/p>\n

Pirms uzs\u0101kt klientu apkalpo\u0161anas uzlabo\u0161anas procesu, Jums vispirms ir j\u0101saprot, kur J\u016bsu uz\u0146\u0113mums \u0161obr\u012bd atrodas. Jums ir nepiecie\u0161ams izzin\u0101t savus klientus un to, ko vi\u0146i sagaida, ieejot pa J\u016bsu uz\u0146\u0113muma durv\u012bm. Neatkar\u012bgi no uz\u0146\u0113m\u0113jdarb\u012bbas veida, savu klientu izzin\u0101\u0161ana un izpra\u0161ana ir visa pamats. K\u0101 piem\u0113ru var min\u0113t restor\u0101nu biznesu, kur klienti no uz\u0146\u0113muma sagaida ko pavisam citu atkar\u012bb\u0101 no t\u0101, vai vi\u0146i tur ierodas uz brokast\u012bm, pusdien\u0101m vai vakari\u0146\u0101m.<\/p>\n

P\u0113c tam, kad esat noteiku\u0161i savu klientu vajadz\u012bbas, Jums ir j\u0101noskaidro, vai J\u016bsu sniegtais pakalpojums atbilst vi\u0146u v\u0113lm\u0113m. Viegl\u0101kais veids, k\u0101 to noskaidrot, ir ar pakalpojumu auditu, kas sev\u012b ietver gan slepeno iepirk\u0161anos<\/a>, gan eksperta izvert\u0113jumu.<\/p>\n

Servisa audits ir padzi\u013cin\u0101ts klienta apmekl\u0113juma izv\u0113rt\u0113jums, s\u0101kot no ien\u0101k\u0161anas pa durv\u012bm J\u016bsu veikal\u0101 vai restor\u0101n\u0101. Ar t\u0101 pal\u012bdz\u012bbu tiek noskaidrots, vai un k\u0101 klients tiek sagaid\u012bts, vai darbinieku apkalpo\u0161ana ir draudz\u012bga, izpal\u012bdz\u012bga un efekt\u012bva utt. Servisa audits ne tikai nov\u0113rt\u0113 cilv\u0113ka uzved\u012bbu, bet ar\u012b atmosf\u0113ru veikal\u0101, pre\u010du un produktu izvietojumu un to pievilc\u012bbu, k\u0101 ar\u012b m\u0101rketinga un p\u0101rdo\u0161anas materi\u0101lus.<\/p>\n

Analiz\u0113jot savus darbiniekus, svar\u012bgas nav tikai vi\u0146u manieres vai smaids. B\u016btiskas ir ar\u012b prasmes, veicot papildu produkcijas p\u0101rdo\u0161anu un dar\u012bjumu nosl\u0113g\u0161anu. Servisa audits \u013cauj izprast klientu vajadz\u012bbas un pal\u012bdz no klienta ieg\u016bt pietiekami daudz inform\u0101cijas, lai pied\u0101v\u0101tu visatbilsto\u0161\u0101kos risin\u0101jumus.<\/p>\n

T\u0101pat, \u0161is pakalpojums sniedz iesp\u0113ju sal\u012bdzin\u0101t un analiz\u0113t savu pakalpojumu kvalit\u0101ti attiec\u012bb\u0101 pret saviem konkurentiem. J\u016bs iesp\u0113jams p\u0101rdodat vienu un to pa\u0161u produktu, ta\u010du tas, kur\u0161 izce\u013cas ar ar savu apkalpo\u0161anas kvalit\u0101ti, gala rezult\u0101t\u0101 ir vien\u012bgais uzvar\u0113t\u0101js.<\/p>\n

Otrais posms \u2013 kvalit\u0101tes standartu noteik\u0161ana<\/strong><\/p>\n

Klientu apkalpo\u0161anas standartu izveido\u0161ana un ievie\u0161ana ir \u013coti b\u016btiska servisa kvalit\u0101tes uzlabo\u0161anas procesa sast\u0101vda\u013ca. P\u0113c tam, kad esat izv\u0113rt\u0113ju\u0161i savu pa\u0161reiz\u0113jo klientu apkalpo\u0161anas l\u012bmeni, Jums ir j\u0101nosaka da\u017ei pamatlikumi, lai p\u0101rliecin\u0101tos, ka katrs cilv\u0113ks J\u016bsu uz\u0146\u0113mum\u0101 saprot, k\u0101p\u0113c lietas tiek dar\u012btas noteikt\u0101 veid\u0101. Klientu apkalpo\u0161anas standarti pal\u012bdz Jums viegl\u0101k p\u0101rvald\u012bt savu ikdienas servisa procesu un \u013cauj stimul\u0113t uz\u0146\u0113muma darbiniekus uz kop\u0113ju sadarb\u012bbu vienotu m\u0113r\u0137u sasnieg\u0161anai. \u0160iem standartiem vajadz\u0113tu b\u016bt J\u016bsu klientu apkalpo\u0161anas pamatam, un ir svar\u012bgi, lai katrs darbinieks tos saprot un iev\u0113ro, jo tiem ir iz\u0161\u0137iro\u0161a noz\u012bme pan\u0101kumu sasnieg\u0161an\u0101.<\/p>\n

Tre\u0161ais posms \u2013 apm\u0101c\u012bbas<\/strong><\/p>\n

N\u0101kamais b\u016btiskais solis klientu apkalpo\u0161anas uzlabo\u0161anas proces\u0101 ir darbinieku apm\u0101c\u012b\u0161ana. Jums nevajadz\u0113tu pie\u0146emt, ka darbinieki jau s\u0101kotn\u0113ji zina, k\u0101 viss ir dar\u0101ms. Konsekvencei ir iz\u0161\u0137iro\u0161a noz\u012bme. P\u0101rliecinieties, ka J\u016bs atrad\u012bsiet laiku, lai apm\u0101c\u012btu savus darbiniekus, jo daudzi uz\u0146\u0113mumi pie\u013cauj \u0161o k\u013c\u016bdu un nepietiekami nov\u0113rt\u0113 nepiecie\u0161am\u012bbu p\u0113c apm\u0101c\u012bb\u0101m klientu apkalpo\u0161an\u0101. Pirms treni\u0146iem, izveidojiet sarakstu ar svar\u012bg\u0101kaj\u0101m prasm\u0113m, kuras v\u0113laties, lai J\u016bsu darbinieki apg\u016btu. Ir svar\u012bgi, lai J\u016bsu uz\u0146\u0113muma apm\u0101c\u012bbu pl\u0101ns iepriek\u0161 b\u016btu r\u016bp\u012bgi izstr\u0101d\u0101ts, t\u0101p\u0113c p\u0101rliecinieties, ka J\u016bsu treni\u0146iem ir konkr\u0113ts m\u0113r\u0137is un strukt\u016bra. Pret\u0113j\u0101 gad\u012bjum\u0101 tas var darboties pret uz\u0146\u0113muma darbinieku izaugsmi, nemaz nerun\u0101jot par iz\u0161\u0137\u0113rd\u0113to laiku un naudu.<\/p>\n

Konkr\u0113t\u0101m apm\u0101c\u012bbu t\u0113m\u0101m, J\u016bs varat nos\u016bt\u012bt savu klientu apkalpo\u0161anas komandu uz profesion\u0101lu treni\u0146u, kur vi\u0146iem tiks m\u0101c\u012bts, k\u0101 sadarboties ar da\u017e\u0101diem klientiem, ko teikt, kad produkta cena klientam \u0161\u0137iet p\u0101r\u0101k augsta, un k\u0101 r\u012bkoties stresa situ\u0101cij\u0101s. T\u0101pat, J\u016bs var\u0113tu v\u0113l\u0113ties apm\u0101c\u012btu savus darbiniekus da\u017e\u0101d\u0101s p\u0101rdo\u0161anas metod\u0113s un iem\u0101c\u012bt, k\u0101 b\u016bt efekt\u012bv\u0101kiem un ieg\u016bt vair\u0101k past\u0101v\u012bgu klientu.<\/p>\n

Ceturtais posms \u2013 apstiprin\u0101t ieg\u016bt\u0101s zin\u0101\u0161anas<\/strong><\/p>\n

Ir svar\u012bgi klientu apkalpo\u0161anas strat\u0113\u0123ijas izstr\u0101d\u0101\u0161anas proces\u0101 neaizmirst iesaist\u012bt ar\u012b uz\u0146\u0113muma p\u0101rdo\u0161anas komandu. Darbinieki ir j\u0101iek\u013cauj l\u0113mumu pie\u0146em\u0161anas procesos un probl\u0113mu risin\u0101\u0161an\u0101, lai vi\u0146i patie\u0161\u0101m justos k\u0101 da\u013ca no uz\u0146\u0113muma. Veidojiet uz atbalstu un sadarb\u012bbu balst\u012btu atmosf\u0113ru, kur visi v\u0113las str\u0101d\u0101t un pal\u012bdz\u0113t viens otram.<\/p>\n

Klausieties savos darbiniekos un str\u0101d\u0101jiet kop\u0101, noskaidrojiet vi\u0146u viedok\u013cus un sniedziet vi\u0146iem past\u0101v\u012bgas atsauksmes. T\u0101pat, ir svar\u012bgi inform\u0113t savus darbiniekus par izmai\u0146\u0101m, kas vi\u0146iem var\u0113tu \u0161\u0137ist svar\u012bgas, piem\u0113ram, produktiem vai pakalpojumiem, kurus J\u016bs pied\u0101v\u0101jat. P\u0101rliecinieties, ka J\u016bsu komanda zina vair\u0101k par J\u016bsu uz\u0146\u0113mumu, nek\u0101 J\u016bsu klienti.<\/p>\n

Liel\u0101k\u0101 da\u013ca uz\u0146\u0113mumu saviem darbiniekiem izstr\u0101d\u0101 \u012bpa\u0161as motiv\u0101cijas sist\u0113mas. Izstr\u0101d\u0101jot jaunu sist\u0113mu, p\u0101rliecinieties, ka darbinieki netiek nov\u0113rsti viens pret otru. Uzst\u0101diet komandas m\u0113r\u0137us t\u0101, lai motiv\u0113tu darbiniekus str\u0101d\u0101t kop\u0101, jo gala m\u0113r\u0137im vienm\u0113r j\u0101b\u016bt vien\u0101dam.<\/p>\n

Neatkar\u012bgi no metodes, smagam darbam un lab\u0101kajiem piem\u0113riem ir j\u0101tiek nov\u0113rt\u0113tiem. Savai komandai sniedziet gan pozit\u012bvas, gan kori\u0123\u0113jo\u0161as atsauksmes. Slav\u0113jiet darbiniekus publiski, bet kritiz\u0113jiet priv\u0101ti.<\/p>\n

Piektais posms \u2013 visu nep\u0101rtraukti atk\u0101rtot<\/strong><\/p>\n

P\u0113c tam, kad esat ieliku\u0161i pamatus lieliskai klientu apkalpo\u0161anai, ir svar\u012bgi nep\u0101rtraukti izv\u0113rt\u0113t rezult\u0101tus, lai p\u0101rliecin\u0101tos, vai ieguld\u012bt\u0101s p\u016bles \u0161aj\u0101 sist\u0113m\u0101 patie\u0161\u0101m atmaks\u0101jas. Ikm\u0113ne\u0161a vai ceturk\u0161\u0146a slepeno pirc\u0113ju p\u0113t\u012bjumi dod uz\u0146\u0113mumam inform\u0101ciju, lai p\u0101rraudz\u012btu apkalpo\u0161anas kvalit\u0101tes l\u012bmeni un lai p\u0101rliecin\u0101tos, ka klients vienm\u0113r sa\u0146em lab\u0101ko apkalpo\u0161anu neatkar\u012bgi no apmekl\u0113juma laika, p\u0101rdo\u0161anas personas vai veikala.<\/p>\n

Nekad neiesl\u012bgstiet pa\u0161apmierin\u0101t\u012bb\u0101. J\u016bsu klients ir J\u016bsu liel\u0101kais draugs un padomdev\u0113js, t\u0101p\u0113c ir svar\u012bgi vi\u0146\u0101 ieklaus\u012bties.<\/p>\n

P\u0101rskatiet savu klientu apkalpo\u0161anas sist\u0113mu ik gadu, lai noskaidrotu, kur esat veiku\u0161i visliel\u0101kos uzlabojumus, kas ir izdevies un kas ne un uz ko b\u016btu j\u0101fokus\u0113jas n\u0101kamgad. K\u0101 teicis Bils Geitss: “J\u016bsu visneapmierin\u0101t\u0101kie klienti ir J\u016bsu liel\u0101kais m\u0101c\u012bbu avots<\/em>.”<\/p>\n","protected":false},"excerpt":{"rendered":"

Labas klientu apkalpo\u0161anas noz\u012bme uz\u0146\u0113mumos bie\u017ei vien tiek piemirsta laika vai naudas tr\u016bkuma d\u0113\u013c. Realit\u0101te ir t\u0101da, ka laba apkalpo\u0161ana ir pamats loj\u0101lu klientu ieg\u016b\u0161anai, pozit\u012bva t\u0113la rad\u012b\u0161anai un augstu p\u0101rdo\u0161anas apjomu sasnieg\u0161anai. Lai \u0161o visu sasniegtu, uz\u0146\u0113mumam ir j\u0101b\u016bt izstr\u0101d\u0101tam detaliz\u0113tam klientu apkalpo\u0161anas procesam, kas sast\u0101v no pieciem posmiem….<\/p>\n","protected":false},"author":1,"featured_media":1203,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","footnotes":""},"categories":[9],"tags":[],"class_list":["post-1200","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-service-check-lv"],"yoast_head":"\n5 posmi klientu apkalpo\u0161anas uzlabo\u0161anas proces\u0101 - Service Check - Mystery Shopping<\/title>\n<meta name=\"description\" content=\"Labas klientu apkalpo\u0161anas noz\u012bme uz\u0146\u0113mumos bie\u017ei vien tiek piemirsta laika vai naudas tr\u016bkuma d\u0113\u013c. 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