“Klientam vienm\u0113r ir taisn\u012bba” un “klients ir karalis” ir divi no visbie\u017e\u0101k dzird\u0113tajiem izteicieniem klientu apkalpo\u0161an\u0101. Da\u017ei tiem piekr\u012bt un da\u017ei ne \u2013 liel\u0101koties, klienti ir tie, kas piekr\u012bt, un veikalu darbinieki ir tie, kas ne. T\u0101d\u0113\u013c vienm\u0113r ir svar\u012bgi b\u016bt p\u0101rliecin\u0101tam par to, ka J\u016bsu klientu apkalpo\u0161anas p\u0101rst\u0101vji zina, k\u0101 r\u012bkoties, saskaroties ar neapmierin\u0101tiem klientiem.
\nM\u0113s v\u0113l\u0113tos iepriek\u0161 min\u0113to teicienu nedaudz papla\u0161in\u0101t – “klientam vienm\u0113r ir taisn\u012bba, iz\u0146emot gad\u012bjumus, kad vi\u0146am nav taisn\u012bba. Bet pat tad, kad vi\u0146\u0161 k\u013c\u016bd\u0101s, Jums ir j\u0101liek vi\u0146am justies labi.”<\/p>\n
Pavisam neliela da\u013ca klientu pasak\u0101s uz\u0146\u0113mumiem par vi\u0146u br\u012bni\u0161\u0137\u012bgo apkalpo\u0161anu vai citiem pakalpojumiem. Klienti bie\u017e\u0101k ar uz\u0146\u0113mumu run\u0101 tad, ja vi\u0146iem ir k\u0101da probl\u0113ma vai s\u016bdz\u012bba. Paties\u012bba ir t\u0101da, ka da\u017ereiz t\u0101 ir J\u016bsu, bet da\u017ereiz ar\u012b klienta vaina, ta\u010du noskaidrot to, kur\u0161 tad \u012bsti ir sagr\u0113kojies, nevajadz\u0113tu b\u016bt J\u016bsu priorit\u0101tei.
\nGalvenais ir tikt gal\u0101 ar klienta neapmierin\u0101t\u012bbu vislab\u0101kaj\u0101 iesp\u0113jamaj\u0101 veid\u0101 un b\u016bt dro\u0161am, ka vi\u0146i joproj\u0101m j\u016btas komfortabli ar J\u016bsu uz\u0146\u0113mumu. Lai lab\u0101k pal\u012bdz\u0113tu Jums sagatavoties \u0161\u0101d\u0101m situ\u0101cij\u0101m, m\u0113s v\u0113lamies izcelt piecus veidus, k\u0101 tikt gal\u0101 ar neapmierin\u0101tu klientu, pat tad, kad vi\u0146am nav taisn\u012bba.<\/p>\n
Klausieties<\/strong><\/p>\n Esiet labs uzklaus\u012bt\u0101js. Ja J\u016bs sarun\u0101jaties ar savu klientu person\u012bgi vai pa t\u0101lruni, veiciet piez\u012bmes vai iegaum\u0113jiet to, ko vi\u0146\u0161 ir teicis. Ja J\u016bs sazin\u0101ties caur e-pastu, tad veltiet klientam piln\u012bgi visu J\u016bsu uzman\u012bbu un atk\u0101rtoti p\u0101rlasiet saraksti, lai nepalaistu gar\u0101m nevienu deta\u013cu. J\u016bsu n\u0101kamaj\u0101 sarun\u0101, izceliet klienta iepriek\u0161 piemin\u0113t\u0101s probl\u0113mas, ja Jums t\u0101m ir risin\u0101jums, un lieciet klientam saprast, ka vi\u0146\u0161 tiek uzklaus\u012bts. Klienti patie\u0161\u0101m nov\u0113rt\u0113, kad vi\u0146u domas tiek uzklaus\u012btas, un probl\u0113mas atrisin\u0101tas.<\/p>\n \u013baujiet vi\u0146iem run\u0101t<\/strong><\/p>\n P\u0101rliecinieties, ka J\u016bs \u013caujat klientam run\u0101t tik ilgi, kam\u0113r vi\u0146am nekas vairs nav sak\u0101ms, un tikai tad s\u0101ciet run\u0101t pa\u0161i. Tad sakiet: “Esmu p\u0101rliecin\u0101ts, ka m\u0113s visu varam nok\u0101rtot. Vai J\u016bs, l\u016bdzu, var\u0113tu man past\u0101st\u012bt vair\u0101k par \u0161o jaut\u0101jumu?\u201d Uzdodiet uzvedino\u0161us jaut\u0101jumus, lai izr\u0101d\u012btu interesi probl\u0113mas risin\u0101\u0161an\u0101 un ieg\u016btu p\u0113c iesp\u0101jas vair\u0101k inform\u0101cijas.<\/p>\n Izprotiet klientu<\/strong><\/p>\n Visticam\u0101k, J\u016bs k\u0101dreiz esat bijis situ\u0101cij\u0101, kur Jums ir n\u0101cies iesniegt s\u016bdz\u012bbu. T\u0101tad, visticam\u0101k, J\u016bs ar\u012b zin\u0101t, k\u0101 tas ir, kad esat \u0161\u012bs situ\u0101cijas otr\u0101 pus\u0113 \u2013 klienta \u0101d\u0101. Padom\u0101jiet par to un centieties saprast, ka \u0161\u012b s\u016bdz\u012bba klientam \u0161obr\u012bd ir \u013coti svar\u012bga, cit\u0101di vi\u0146\u0161 to b\u016btu var\u0113jis ar\u012b patur\u0113t pie sevis. Sakiet: “Es saprotu, ka \u0161\u012b probl\u0113ma var \u0161\u0137ist \u013coti nepat\u012bkama, ta\u010du es esmu \u0161eit, lai pal\u012bdz\u0113tu Jums atrisin\u0101t \u0161o jaut\u0101jumu vislab\u0101kaj\u0101 iesp\u0113jamaj\u0101 veid\u0101.”<\/p>\n Atvainojieties<\/strong><\/p>\n Atvainojieties! Vienk\u0101r\u0161i sac\u012bts “Man ir \u013coti \u017e\u0113l par to dzird\u0113t” var b\u016bt labs s\u0101kums. Lai gan tas ne vienm\u0113r nomierina klientu, un da\u017ereiz J\u016bs var\u0113tu dzird\u0113t: “Es negribu J\u016bsu atvaino\u0161anos, es gribu probl\u0113mas risin\u0101jumu”, joproj\u0101m ir \u013coti svar\u012bgi s\u0101kotn\u0113ji atvainoties. Pat ja t\u0101 nav J\u016bsu vaina vai pat J\u016bsu uz\u0146\u0113muma vaina, klients ir peln\u012bjis vismaz atvaino\u0161anos. Aizmirstiet savu lepnumu un nost\u0101diet klienta saj\u016btas pirmaj\u0101 viet\u0101.<\/p>\n Sniedziet risin\u0101jumu<\/strong><\/p>\n Neatkar\u012bgi no t\u0101, vai J\u016bs varat atrisin\u0101t probl\u0113mu uzreiz vai ne, p\u0101rliecinieties, ka klients saprot, ka J\u016bs patie\u0161\u0101m cen\u0161aties rast risin\u0101jumu, un J\u016bsu vien\u012bgais uzdevums ir nodro\u0161in\u0101t to, ka vi\u0146\u0161 galu gal\u0101 ir apmierin\u0101ts. Ja J\u016bs nesp\u0113jat sniegt risin\u0101jumu uzreiz, sakiet, ka Jums tagad ir visa nepiecie\u0161am\u0101 inform\u0101cija, un j\u016bs dosieties run\u0101t ar savu komandu vai vad\u012bt\u0101ju, lai apspriestu risin\u0101jumu. T\u0101pat, sniedziet un pieturieties pie konkr\u0113ta laika, kad b\u016bsiet gatavs sniegt atbildi. Ja J\u016bs tom\u0113r nesp\u0113jat atrisinat probl\u0113mu dotaj\u0101 laika posm\u0101, sazinieties ar klientu un paskaidrojiet, ka J\u016bs \u0161obr\u012bd risin\u0101t \u0161o probl\u0113mu, ta\u010du ir nepiecie\u0161ams papildus laika spr\u012bdis. Nosauciet klientam savu v\u0101rdu un kontaktinform\u0101ciju, lai vi\u0146\u0161 pats var tie\u0161i sazin\u0101ties ar Jums, un j\u016btas dro\u0161i, ka tie\u0161i J\u016bs risin\u0101t vi\u0146a probl\u0113mu.<\/p>\n Ar\u012b m\u016bsu klientiem laika gait\u0101 ir n\u0101cies sastapties ar neapmierin\u0101tiem klientiem. M\u0113s esam atkl\u0101ju\u0161i, ka iepriek\u0161 min\u0113tie punkti vi\u0146iem ir krietni pal\u012bdz\u0113ju\u0161i atrisin\u0101t ar klientu neapmierin\u0101t\u012bbu saist\u012btas probl\u0113mas. Probl\u0113mas nekad nav nepiecie\u0161amas, ta\u010du veids, k\u0101 J\u016bs t\u0101s risin\u0101t, var uzlabot klientu lojalit\u0101ti un apmierin\u0101t\u012bbu J\u016bsu z\u012bmol\u0101.<\/p>\n","protected":false},"excerpt":{"rendered":" “Klientam vienm\u0113r ir taisn\u012bba” un “klients ir karalis” ir divi no visbie\u017e\u0101k dzird\u0113tajiem izteicieniem klientu apkalpo\u0161an\u0101. Da\u017ei tiem piekr\u012bt un da\u017ei ne \u2013 liel\u0101koties, klienti ir tie, kas piekr\u012bt, un veikalu darbinieki ir tie, kas ne. T\u0101d\u0113\u013c vienm\u0113r ir svar\u012bgi b\u016bt p\u0101rliecin\u0101tam par to, ka J\u016bsu klientu apkalpo\u0161anas p\u0101rst\u0101vji zina,…<\/p>\n","protected":false},"author":1,"featured_media":1309,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","footnotes":""},"categories":[9],"tags":[],"class_list":["post-1262","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-service-check-lv"],"yoast_head":"\n