{"id":108798,"date":"2019-12-06T13:24:00","date_gmt":"2019-12-06T13:24:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/5-tipu-jak-se-vyporadat-s-negativnimi-recenzemi-jak-zlepsit-svou-komunikaci-se-zakazniky\/"},"modified":"2019-12-06T13:24:00","modified_gmt":"2019-12-06T13:24:00","slug":"5-tipu-jak-se-vyporadat-s-negativnimi-recenzemi-jak-zlepsit-svou-komunikaci-se-zakazniky","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/cs\/blog\/5-tipu-jak-se-vyporadat-s-negativnimi-recenzemi-jak-zlepsit-svou-komunikaci-se-zakazniky\/","title":{"rendered":"5 tip\u016f, jak se vypo\u0159\u00e1dat s negativn\u00edmi recenzemi: Jak zlep\u0161it svou komunikaci se z\u00e1kazn\u00edky"},"content":{"rendered":"

“Naprost\u00e1 zbyte\u010dnost. U\u017e nikdy!” Bohu\u017eel, negativn\u00ed recenze od n\u011bkter\u00fdch nespokojen\u00fdch z\u00e1kazn\u00edk\u016f Amazonu vypadaj\u00ed takto nebo podobn\u011b. Jsou frustruj\u00edc\u00ed \u2013 dokonce devastuj\u00edc\u00ed. A co je je\u0161t\u011b hor\u0161\u00ed: Na Amazonu p\u0159isp\u00edvaj\u00ed k celkov\u00e9mu hodnocen\u00ed produktu. Je l\u00e1kav\u00e9, aby se prodejce ozval a br\u00e1nil se. Nicm\u00e9n\u011b, jakkoli m\u016f\u017ee b\u00fdt \u010dlov\u011bk rozzu\u0159en\u00fd po takov\u00e9 mo\u017en\u00e1 neopr\u00e1vn\u011bn\u00e9 kritice, je snadn\u00e9 se dostat do pot\u00ed\u017e\u00ed p\u0159i mluven\u00ed nebo psan\u00ed. Ale v takov\u00e9 situaci je t\u011b\u017ek\u00e9 si vzpomenout na z\u00e1m\u011br zlep\u0161it svou komunikaci se z\u00e1kazn\u00edky.<\/p>

Tak\u017ee byste je m\u011bli jen ignorovat? Ne nutn\u011b. Koneckonc\u016f, z\u00e1kazn\u00edci zkoumaj\u00ed produkty a odkazuj\u00ed na recenze, aby si ud\u011blali p\u0159edstavu o produktu a prodejci. Tak\u00e9 v\u011bnuj\u00ed pozornost dobr\u00e9 komunikaci se z\u00e1kazn\u00edky v negativn\u00edch recenz\u00edch.<\/p>

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V roce 2017 studie od Bitkom zjistila, \u017ee v\u00edce ne\u017e dv\u011b t\u0159etiny spot\u0159ebitel\u016f se p\u0159i nakupov\u00e1n\u00ed online spol\u00e9haj\u00ed na recenze od ostatn\u00edch z\u00e1kazn\u00edk\u016f. Mnoz\u00ed z nich by mohli pochopit, \u017ee n\u011bkdy v\u011bci nejdou dokonale.<\/p>\nZdroj:\u00a0bitkom.org<\/a><\/cite><\/blockquote>

Pe\u010dliv\u011b zvolen\u00e1 komunikace od prodejce na Amazonu by byla v tomto okam\u017eiku doporu\u010diteln\u00e1. Ti, kte\u0159\u00ed to je\u0161t\u011b nedok\u00e1\u017eou, by m\u011bli zlep\u0161it svou komunikaci se z\u00e1kazn\u00edky. Koneckonc\u016f, mnoho studi\u00ed ukazuje, \u017ee z\u00e1kaznick\u00e1 loajalita m\u016f\u017ee dokonce t\u011b\u017eit z \u00fasp\u011b\u0161n\u00e9ho vy\u0159e\u0161en\u00ed situace.<\/p>

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Experti zjistili, \u017ee 45 procent autor\u016f negativn\u00edch recenz\u00ed dokonce st\u00e1hlo sv\u00e9 recenze po osobn\u00ed omluv\u011b od prodejc\u016f.<\/p>\nZdroj:\u00a0impulse.de<\/a><\/cite><\/blockquote>

Kl\u00ed\u010dov\u00e9 slovo je tedy “Podpora<\/strong>“. Pomozte sv\u00fdm z\u00e1kazn\u00edk\u016fm a asistujte jim p\u0159i \u0159e\u0161en\u00ed probl\u00e9m\u016f. To je v\u0161ak mo\u017en\u00e9 pouze tehdy, pokud m\u00e1te neust\u00e1l\u00fd z\u00e1jem o optimalizaci sv\u00e9 komunikace se z\u00e1kazn\u00edky.<\/p>

5 tip\u016f, jak zlep\u0161it svou komunikaci se z\u00e1kazn\u00edky na Amazonu: P\u0159\u00edru\u010dka<\/h2>

Profesion\u00e1ln\u00ed komunikace se z\u00e1kazn\u00edky a vynikaj\u00edc\u00ed slu\u017eby jsou nezbytn\u00e9 jak v maloobchod\u011b, tak v online podnik\u00e1n\u00ed. O to tragi\u010dt\u011bj\u0161\u00ed je, \u017ee se mnoho spole\u010dnost\u00ed vyzna\u010duje ne\u00fasp\u011b\u0161nou komunikac\u00ed. M\u00edsto toho plat\u00ed pravidlo: Odpov\u00eddejte laskav\u011b a otev\u0159en\u011b na negativn\u00ed recenze a ud\u011blejte tento typ komunikace standardem spole\u010dnosti \u2013 t\u00edmto zp\u016fsobem tak\u00e9 ostatn\u00ed (potenci\u00e1ln\u00ed) kupuj\u00edc\u00ed uvid\u00ed, \u017ee se star\u00e1te o probl\u00e9my sv\u00fdch z\u00e1kazn\u00edk\u016f a \u017ee se u v\u00e1s mohou c\u00edtit dob\u0159e postar\u00e1no.<\/p>

Shrnuli jsme nejd\u016fle\u017eit\u011bj\u0161\u00ed doporu\u010den\u00ed a nedoporu\u010den\u00ed pro negativn\u00ed recenze, kter\u00e1 v\u00e1m mohou pomoci zlep\u0161it va\u0161i komunikaci se z\u00e1kazn\u00edky na Amazonu.<\/p>

#1: Ne\u010dekejte a nedoufejte, \u017ee \u010das situaci vy\u0159e\u0161\u00ed – odpov\u011bzte rychle.<\/h3>

Je pochopiteln\u00e9, \u017ee si mo\u017en\u00e1 chcete d\u00e1t \u010das na uklidn\u011bn\u00ed nebo se dokonce schovat pod deku. To nen\u00ed \u0161patn\u00fd n\u00e1pad pro zlep\u0161en\u00ed kvality nadch\u00e1zej\u00edc\u00ed komunikace se z\u00e1kazn\u00edky. Marketing a prodej v\u00e1m za to pod\u011bkuj\u00ed.<\/p>

Ale ne\u010dekejte p\u0159\u00edli\u0161 dlouho! Pozdn\u00ed nebo dokonce \u017e\u00e1dn\u00e9 odpov\u011bdi rychle vytv\u00e1\u0159ej\u00ed dojem, \u017ee se prodejce nezaj\u00edm\u00e1 o obavy sv\u00fdch z\u00e1kazn\u00edk\u016f a jednodu\u0161e je ignoruje. V nejhor\u0161\u00edm p\u0159\u00edpad\u011b to podn\u011bcuje dal\u0161\u00ed negativn\u00ed recenze a m\u016f\u017eete b\u00fdt zasa\u017eeni vlnou kritiky. Tak\u017ee uka\u017ete sv\u00fdm z\u00e1kazn\u00edk\u016fm sv\u016fj z\u00e1jem okam\u017eit\u011b, ozv\u011bte se a postarejte se o sv\u00e9 z\u00e1kazn\u00edky. \u00dasp\u011b\u0161n\u00e1 komunikace se z\u00e1kazn\u00edky v maloobchod\u011b i online vzkv\u00e9t\u00e1 d\u00edky otev\u0159en\u00e9mu naslouch\u00e1n\u00ed.<\/p>

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Na konci roku 2020 Amazon zru\u0161il funkci koment\u00e1\u0159\u016f k recenz\u00edm, co\u017e vedlo k frustraci mezi prodejci. Od \u010dervna 2021 mohou prodejci v USA odpov\u00eddat na negativn\u00ed recenze pomoc\u00ed p\u0159edp\u0159ipraven\u00fdch \u0161ablon od online giganta. Zda a kdy se tato funkce dostane na n\u011bmeck\u00fd trh, zat\u00edm nen\u00ed zn\u00e1mo.<\/p>\nAktualizace \u010derven 2021<\/cite><\/blockquote>

#2: Neodpl\u00e1cejte, ale odpov\u011bzte promy\u0161len\u011b.<\/h3>

I kdy\u017e autor kritiky pou\u017eil nevhodn\u00fd t\u00f3n, m\u011bli byste si zachovat klid a prezentovat se profesion\u00e1ln\u011b. \u0160patn\u00e1 komunikace se z\u00e1kazn\u00edky v negativn\u00edch recenz\u00edch m\u016f\u017ee situaci je\u0161t\u011b zhor\u0161it. Koneckonc\u016f, jste tv\u00e1\u0159\u00ed sv\u00e9ho produktu a vn\u011bj\u0161\u00ed vzhled by m\u011bl b\u00fdt za v\u0161ech okolnost\u00ed pozitivn\u00ed. Pou\u017e\u00edvejte pe\u010dliv\u011b zvolen\u00e1 slova a dbejte na p\u0159\u00e1telsk\u00fd t\u00f3n v mezilidsk\u00fdch interakc\u00edch. Komunikujte na rovnocenn\u00e9 \u00farovni. Va\u0161e odpov\u011b\u010f nebude \u010dtena pouze autorem, ale tak\u00e9 mnoha dal\u0161\u00edmi (potenci\u00e1ln\u00edmi) kupuj\u00edc\u00edmi.<\/p>

M\u011bjte na pam\u011bti, \u017ee z pohledu autora jste ud\u011blali chybu a o\u010dek\u00e1vaj\u00ed va\u0161e pochopen\u00ed. Nep\u0159\u00e1telsk\u00e1 odpov\u011b\u010f sn\u00ed\u017e\u00ed loajalitu z\u00e1kazn\u00edk\u016f na n\u00edzkou \u00farove\u0148. Naopak, dobr\u00e9 dovednosti p\u0159i \u0159e\u0161en\u00ed probl\u00e9m\u016f ze strany prodejce mohou dokonce zv\u00fd\u0161it loajalitu z\u00e1kazn\u00edk\u016f na vy\u0161\u0161\u00ed \u00farove\u0148, ne\u017e byla p\u0159ed incidentem. Proto se zvl\u00e1\u0161\u0165 vyplat\u00ed zamyslet nad sv\u00fdm chov\u00e1n\u00edm a zlep\u0161it komunikaci se z\u00e1kazn\u00edky.<\/p>

#3: Nepou\u017e\u00edvejte kritiku jako d\u016fvod k pochybnostem o sv\u00e9m profilu, ale vn\u00edmejte ji jako u\u017eite\u010dnou zp\u011btnou vazbu. Pod\u011bkujte autorovi!<\/h3>

I kdy\u017e se to na prvn\u00ed pohled m\u016f\u017ee zd\u00e1t jako posledn\u00ed v\u011bc, na kterou mysl\u00edte: “D\u011bkujeme za va\u0161i zp\u011btnou vazbu” nejen\u017ee v mnoha p\u0159\u00edpadech uklid\u0148uje, ale tak\u00e9 ukazuje z\u00e1kazn\u00edkovi, \u017ee berete kritiku k srdci a vid\u00edte ji jako hodnotu pro sv\u00e9 podnik\u00e1n\u00ed. To neznamen\u00e1, \u017ee m\u00e1te \u0161patn\u00fd profil nebo \u017ee byste o n\u011bm m\u011bli pochybovat.<\/p>

Chybovat je lidsk\u00e9 a t\u00e9m\u011b\u0159 ka\u017ed\u00fd to ch\u00e1pe. Mnohem d\u016fle\u017eit\u011bj\u0161\u00ed je, abyste se z chyb pou\u010dili a v budoucnu se jim vyhnuli. Podle tohoto motta byste m\u011bli tak\u00e9 zlep\u0161it svou komunikaci se z\u00e1kazn\u00edky. Bu\u010fte otev\u0159en\u00ed ohledn\u011b sv\u00e9 chyby a zd\u016frazn\u011bte, \u017ee ka\u017ed\u00e1 konstruktivn\u00ed kritika je u\u017eite\u010dn\u00e1. To v\u00e1s \u010din\u00ed lidsk\u00fdm a interakci autentickou!<\/p>

#4: Nepi\u0161te obecnou odpov\u011b\u010f; m\u00edsto toho se zam\u011b\u0159te na modern\u00ed komunikaci se z\u00e1kazn\u00edky \u2013 individu\u00e1ln\u00ed a osobn\u00ed.<\/h3>

Uka\u017ete sv\u00fdm z\u00e1kazn\u00edk\u016fm, \u017ee to mysl\u00edte v\u00e1\u017en\u011b a \u017ee naslouch\u00e1te. T\u00e9m\u011b\u0159 ka\u017ed\u00fd \u010detl recenze z\u00e1kazn\u00edk\u016f a setkal se s odpov\u011b\u010fmi od prodejc\u016f. Pokud byste odpov\u011bd\u011bli neosobn\u00ed, p\u0159edp\u0159ipravenou odpov\u011bd\u00ed, mnoz\u00ed \u010dten\u00e1\u0159i by pravd\u011bpodobn\u011b p\u0159em\u00fd\u0161leli, pro\u010d tento text zn\u00ed tak pov\u011bdom\u011b.<\/p>

Krom\u011b trapnosti, \u017ee jste byli p\u0159isti\u017eeni, to vyjad\u0159uje ur\u010dit\u00e9 nez\u00e1jem o obavy va\u0161ich z\u00e1kazn\u00edk\u016f. Tak si dejte trochu \u010dasu a v\u011bnujte se recenzi. Odpov\u011bzte individu\u00e1ln\u011b a promy\u0161len\u011b. To ukazuje v\u00e1\u0161 z\u00e1jem a posiluje loajalitu z\u00e1kazn\u00edk\u016f. Pro zlep\u0161en\u00ed tohoto aspektu komunikace se z\u00e1kazn\u00edky m\u016f\u017ee b\u00fdt tak\u00e9 u\u017eite\u010dn\u00e9 napsat odpov\u011b\u010f a p\u0159ed jej\u00edm odesl\u00e1n\u00edm si ji znovu p\u0159e\u010d\u00edst.<\/p>

#5: Odpov\u011b\u010f nesta\u010d\u00ed \u2013 Vydejte se na hled\u00e1n\u00ed \u0159e\u0161en\u00ed!<\/h3>

Jakmile d\u00e1te najevo, \u017ee sv\u00e9 z\u00e1kazn\u00edky berete v\u00e1\u017en\u011b a chcete se zlep\u0161it, ujist\u011bte se, \u017ee to skute\u010dn\u011b ud\u011bl\u00e1te! Jinak budete p\u016fsobit jako ned\u016fv\u011bryhodn\u00ed. Mo\u017en\u00e1 se v\u00e1m to p\u00e1rkr\u00e1t poda\u0159\u00ed, ale pokud si st\u00ed\u017enosti na konkr\u00e9tn\u00ed probl\u00e9m budou p\u0159etrv\u00e1vat del\u0161\u00ed dobu, navzdory va\u0161im slib\u016fm o zlep\u0161en\u00ed, z\u00e1kazn\u00edci a potenci\u00e1ln\u00ed kupuj\u00edc\u00ed budou odrazeni.<\/p>

Je tedy lep\u0161\u00ed se s\u00e1m vydat na hled\u00e1n\u00ed \u0159e\u0161en\u00ed. Zeptejte se sami sebe, co p\u0159esn\u011b byl probl\u00e9m, zda zp\u016fsobil n\u011bjak\u00e9 n\u00e1sledn\u00e9 probl\u00e9my, kde le\u017e\u00ed ko\u0159en probl\u00e9mu a, co je nejd\u016fle\u017eit\u011bj\u0161\u00ed: Jak to m\u016f\u017eete opravit! A pak je \u010das se pustit do pr\u00e1ce! Zajist\u011bte, aby se probl\u00e9my neopakovaly. Proto\u017ee pro \u00fasp\u011b\u0161n\u00e9 podnik\u00e1n\u00ed nesta\u010d\u00ed pouze zlep\u0161it komunikaci se z\u00e1kazn\u00edky \u2013 v\u0161echny ostatn\u00ed obchodn\u00ed procesy mus\u00ed b\u00fdt tak\u00e9 neust\u00e1le sledov\u00e1ny a optimalizov\u00e1ny.<\/p>

Smazat recenze?<\/h2>

Je mo\u017en\u00e9 nepat\u0159i\u010dnou recenzi odstranit z prodejn\u00edho port\u00e1lu, ale mus\u00ed prokazateln\u011b poru\u0161ovat pokyny Amazonu nebo z\u00e1kony.<\/p>

Nen\u00ed tedy mo\u017en\u00e9 jednodu\u0161e odstranit ka\u017edou \u0161patnou recenzi. Nicm\u00e9n\u011b, to v\u016fbec nen\u00ed nutn\u00e9. Pokud produkt nebo prodejce obdr\u017eel pouze dobr\u00e9 recenze, rychle to vytv\u00e1\u0159\u00ed dojem, \u017ee ne v\u0161echny recenze (nebo v nejhor\u0161\u00edm p\u0159\u00edpad\u011b: \u017e\u00e1dn\u00e9) jsou skute\u010dn\u00e9. Dnes je snadn\u00e9 koupit si p\u00e1r dobr\u00fdch recenz\u00ed, po\u017e\u00e1dat p\u0159\u00e1tele, aby napsali n\u011bco pozitivn\u00edho, nebo dokonce jednat s\u00e1m. Tak\u017ee je lep\u0161\u00ed nechat negativn\u00ed recenze tak, jak jsou, a oslovit autora osobn\u011b: Uka\u017ete svou odpov\u011bd\u00ed, \u017ee jste renomovan\u00e1 spole\u010dnost, na kterou se mohou z\u00e1kazn\u00edci spolehnout.<\/p>

Z\u00e1v\u011br: Optim\u00e1ln\u00ed komunikace se z\u00e1kazn\u00edky na Amazonu je d\u016fle\u017eit\u00e1!<\/strong><\/h2>

V\u017edy pou\u017e\u00edvejte sv\u00e9 komunika\u010dn\u00ed dovednosti p\u0159\u00e1telsk\u00fdm a profesion\u00e1ln\u00edm zp\u016fsobem, pod\u011bkujte z\u00e1kazn\u00edkovi za jeho zp\u011btnou vazbu a na ka\u017ed\u00e9m komunika\u010dn\u00edm kan\u00e1lu uka\u017ete sv\u00fdm z\u00e1kazn\u00edk\u016fm, \u017ee se star\u00e1te o jejich probl\u00e9my. Standardn\u00ed odpov\u011bdi nebo odplaty sem nepat\u0159\u00ed. M\u00edsto toho se zeptejte sami sebe, co m\u016f\u017eete ud\u011blat, abyste probl\u00e9m vy\u0159e\u0161ili k spokojenosti obou stran.<\/p>

Proto\u017ee nic nezni\u010d\u00ed vztah se z\u00e1kazn\u00edkem rychleji a efektivn\u011bji ne\u017e nedostatek dovednost\u00ed p\u0159i \u0159e\u0161en\u00ed probl\u00e9m\u016f ze strany podpory. Pokud to chyb\u00ed, prodejci na tr\u017ei\u0161ti mus\u00ed ud\u011blat v\u0161e, co je v jejich sil\u00e1ch, aby nejen zlep\u0161ili opat\u0159en\u00ed v komunikaci se z\u00e1kazn\u00edky. Proto\u017ee, stejn\u011b jako v maloobchod\u011b, dovednosti v komunikaci v rozhovorech se z\u00e1kazn\u00edky ur\u010duj\u00ed, zda se z\u00e1kazn\u00edk vr\u00e1t\u00ed, nebo ne.<\/p>

Mezi osobn\u00edmi nedorozum\u011bn\u00edmi zp\u016fsoben\u00fdmi nedostatkem neverb\u00e1ln\u00edho t\u011blesn\u00e9ho jazyka jsou tak\u00e9 v online komunikaci se z\u00e1kazn\u00edky \u010dast\u011bj\u0161\u00ed. Proto si p\u0159ed odesl\u00e1n\u00edm znovu p\u0159e\u010dt\u011bte svou zpr\u00e1vu. Dbejte na v\u00fdb\u011br slov v kontaktu se z\u00e1kazn\u00edky a zajist\u011bte, aby jste komunikovali na rovnocenn\u00e9 \u00farovni.<\/p>

Kredity k obr\u00e1zk\u016fm v po\u0159ad\u00ed obr\u00e1zk\u016f: \u00a9 olly \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

“Naprost\u00e1 zbyte\u010dnost. U\u017e nikdy!” Bohu\u017eel, negativn\u00ed recenze od n\u011bkter\u00fdch nespokojen\u00fdch z\u00e1kazn\u00edk\u016f Amazonu vypadaj\u00ed takto nebo podobn\u011b. Jsou frustruj\u00edc\u00ed \u2013 dokonce devastuj\u00edc\u00ed. A co je je\u0161t\u011b hor\u0161\u00ed: Na Amazonu p\u0159isp\u00edvaj\u00ed k celkov\u00e9mu hodnocen\u00ed produktu. Je l\u00e1kav\u00e9, aby se prodejce ozval a br\u00e1nil se. Nicm\u00e9n\u011b, jakkoli m\u016f\u017ee b\u00fdt \u010dlov\u011bk rozzu\u0159en\u00fd po takov\u00e9 mo\u017en\u00e1 neopr\u00e1vn\u011bn\u00e9 kritice, je snadn\u00e9<\/p>\n","protected":false},"author":5,"featured_media":779,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sidebar_recommended_resources":{"data":[]},"sidebar_header_settings":{"hide_buttons":{"register":false}},"_use_new_theme":false,"inline_featured_image":false,"footnotes":""},"categories":[927],"tags":[],"class_list":["post-108798","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tipy-triky"],"yoast_head":"\nZlep\u0161en\u00ed komunikace se z\u00e1kazn\u00edky: 5 nejlep\u0161\u00edch tip\u016f<\/title>\n<meta name=\"description\" content=\"Zlep\u0161en\u00ed komunikace se z\u00e1kazn\u00edky: \u017d\u00e1dn\u00fd strach z negativn\u00edch recenz\u00ed. 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