{"id":224241,"date":"2019-12-06T13:24:00","date_gmt":"2019-12-06T13:24:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/5-patarimai-kaip-tvarkytis-su-neigiamomis-apzvalgomis-kaip-pagerinti-savo-klientu-komunikacija\/"},"modified":"2019-12-06T13:24:00","modified_gmt":"2019-12-06T13:24:00","slug":"5-patarimai-kaip-tvarkytis-su-neigiamomis-apzvalgomis-kaip-pagerinti-savo-klientu-komunikacija","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/lt\/blog\/5-patarimai-kaip-tvarkytis-su-neigiamomis-apzvalgomis-kaip-pagerinti-savo-klientu-komunikacija\/","title":{"rendered":"5 patarimai, kaip tvarkytis su neigiamomis ap\u017evalgomis: kaip pagerinti savo klient\u0173 komunikacij\u0105"},"content":{"rendered":"

“Visi\u0161kai nenaudingas. Niekuomet daugiau!” Deja, neigiamos ap\u017evalgos i\u0161 kai kuri\u0173 nepatenkint\u0173 Amazon klient\u0173 atrodo taip arba pana\u0161iai. Jos yra frustracijos \u0161altinis \u2013 net devastuojan\u010dios. Ir dar blogiau: Amazon jos prisideda prie produkto bendro \u012fvertinimo. Nat\u016bralu, kad pardav\u0117jas nori pasisakyti ir apsiginti. Ta\u010diau pyk\u010dio, kuris kyla po tokios galb\u016bt nepagr\u012fstos kritikos, metu galima greitai \u012fsivelti \u012f problemas kalbant ar ra\u0161ant. Ta\u010diau tokioje situacijoje sunku prisiminti ketinim\u0105 pagerinti savo klient\u0173 komunikacij\u0105.<\/p>

Ar geriau tiesiog ignoruoti juos? Ne visai. Gal\u0173 gale, klientai tyrin\u0117ja produktus ir remiasi ap\u017evalgomis, kad susidaryt\u0173 \u012fsp\u016bd\u012f apie produkt\u0105 ir pardav\u0117j\u0105. Jie taip pat atkreipia d\u0117mes\u012f \u012f ger\u0105 klient\u0173 komunikacij\u0105 atsakant \u012f neigiamas ap\u017evalgas.<\/p>

\n

2017 metais Bitkom atliktas tyrimas parod\u0117, kad daugiau nei du tre\u010ddaliai vartotoj\u0173 remiasi kit\u0173 klient\u0173 ap\u017evalgomis, kai apsiperka internetu. Daugelis j\u0173 gal\u0117t\u0173 suprasti, kad kartais viskas nepavyksta tobulai.<\/p>\n\u0160altinis: bitkom.org<\/a><\/cite><\/blockquote>

\u0160iuo metu b\u016bt\u0173 patartina atsargiai pasirinkta komunikacija i\u0161 Amazon pardav\u0117jo. Tie, kurie dar nesugeba to padaryti, tur\u0117t\u0173 dirbti prie savo klient\u0173 komunikacijos gerinimo. Gal\u0173 gale, daugelis tyrim\u0173 rodo, kad klient\u0173 lojalumas gali netgi pasinaudoti s\u0117kmingu problemos sprendimu.<\/p>

\n

Ekspertai nustat\u0117, kad 45 procentai neigiam\u0173 ap\u017evalg\u0173 autori\u0173 netgi at\u0161auk\u0117 savo ap\u017evalgas po asmeninio pardav\u0117j\u0173 atsipra\u0161ymo.<\/p>\n\u0160altinis: impulse.de<\/a><\/cite><\/blockquote>

Raktinis \u017eodis yra “palaikymas<\/strong>“. Pad\u0117kite savo klientams ir pad\u0117kite jiems spr\u0119sti problemas. Ta\u010diau tai \u012fmanoma tik tuo atveju, jei nuolat domit\u0117s savo klient\u0173 komunikacijos optimizavimu.<\/p>

5 patarimai, kaip pagerinti savo klient\u0173 komunikacij\u0105 Amazon: vadovas<\/h2>

Profesionali klient\u0173 komunikacija ir puikus aptarnavimas yra b\u016btini tiek ma\u017emenin\u0117je, tiek internetin\u0117je prekyboje. Ypa\u010d li\u016bdna, kad daugelis \u012fmoni\u0173 i\u0161siskiria d\u0117l nes\u0117kmingos komunikacijos. Vietoj to, taisykl\u0117 tur\u0117t\u0173 b\u016bti: maloniai ir atvirai atsakyti \u012f neigiamas ap\u017evalgas ir padaryti tokio tipo komunikacij\u0105 \u012fmon\u0117s standartu \u2013 taip kiti (potencial\u016bs) pirk\u0117jai taip pat matys, kad jums r\u016bpi j\u016bs\u0173 klient\u0173 problemos ir kad jie gali jaustis gerai pri\u017ei\u016brimi su jumis.<\/p>

Mes apibendrinome svarbiausius dalykus, kuriuos reikia daryti ir ko nedaryti, atsakant \u012f neigiamas ap\u017evalgas, kurie gali pad\u0117ti jums pagerinti savo klient\u0173 komunikacij\u0105 Amazon.<\/p>

#1: Nevenkite ir nesitik\u0117kite, kad laikas i\u0161spr\u0119s situacij\u0105 \u2013 atsakykite nedelsdami.<\/h3>

Suprantama, kad galite nor\u0117ti skirti laiko nusiraminti arba net pasisl\u0117pti po antklode. Tai n\u0117ra bloga id\u0117ja, siekiant pagerinti art\u0117jan\u010dios klient\u0173 komunikacijos kokyb\u0119. Rinkodara ir pardavimai jums u\u017e tai pad\u0117kos.<\/p>

Bet nelaukite per ilgai! V\u0117lyvi arba jokie atsakymai greitai sukuria \u012fsp\u016bd\u012f, kad pardav\u0117jas nesir\u016bpina savo klient\u0173 r\u016bpes\u010diais ir tiesiog juos ignoruoja. Blogiausiu atveju tai gali sukelti dar daugiau neigiam\u0173 ap\u017evalg\u0173, ir galite b\u016bti u\u017epl\u016bsti neigiam\u0173 atsiliepim\u0173 audra. Taigi, i\u0161 karto parodykite savo klientams savo susidom\u0117jim\u0105, pasisakykite ir r\u016bpinkit\u0117s savo klientais. S\u0117kminga klient\u0173 komunikacija, tiek ma\u017emenin\u0117je, tiek internetin\u0117je prekyboje, klesti turint atvir\u0105 aus\u012f.<\/p>

\n

2020 met\u0173 pabaigoje Amazon nutrauk\u0117 komentar\u0173 funkcij\u0105 ap\u017evalgoms, kas suk\u0117l\u0117 nusivylim\u0105 pardav\u0117jams. Nuo 2021 met\u0173 bir\u017eelio JAV pardav\u0117jai gali atsakyti \u012f neigiamas ap\u017evalgas naudodami i\u0161 anksto paruo\u0161tus \u0161ablonus i\u0161 internetinio giganto. Ar ir kada \u0161i funkcija bus pristatyta Vokietijos rinkai, vis dar ne\u017einoma.<\/p>\nAtnaujinimas 2021 m. bir\u017eelio m\u0117n.<\/cite><\/blockquote>

#2: Neprad\u0117kite kontratakos, bet atsakykite apgalvotai.<\/h3>

Net jei kritikos autorius naudojo netinkam\u0105 ton\u0105, tur\u0117tum\u0117te i\u0161laikyti ramyb\u0119 ir pristatyti save profesionaliai. Prasta klient\u0173 komunikacija reaguojant \u012f neigiamus atsiliepimus gali visk\u0105 pabloginti. Juk j\u016bs esate savo produkto veidas, o i\u0161orinis vaizdas tur\u0117t\u0173 b\u016bti teigiamas bet kokiomis aplinkyb\u0117mis. Naudokite atsargiai parinktus \u017eod\u017eius ir i\u0161laikykite draugi\u0161k\u0105 ton\u0105 tarpasmeniniuose santykiuose. Bendraukite lygiomis teis\u0117mis. J\u016bs\u0173 atsakym\u0105 skaitys ne tik autorius, bet ir daugelis kit\u0173 (potenciali\u0173) pirk\u0117j\u0173.<\/p>

Atsiminkite, kad autoriaus po\u017ei\u016briu, j\u016bs padar\u0117te klaid\u0105, ir jie tikisi j\u016bs\u0173 supratimo. Nedraugi\u0161kas atsakymas suma\u017eins klient\u0173 lojalum\u0105 iki \u017eemiausio ta\u0161ko. Prie\u0161ingai, geri problem\u0173 sprendimo \u012fg\u016bd\u017eiai pardav\u0117jo pus\u0117je gali net pakelti klient\u0173 lojalum\u0105 \u012f auk\u0161tesn\u012f lyg\u012f nei jis buvo prie\u0161 incident\u0105. Tod\u0117l ypa\u010d verta apm\u0105styti savo elges\u012f ir pagerinti klient\u0173 komunikacij\u0105.<\/p>

#3: Nenaudokite kritikos kaip prie\u017easties abejoti savo profiliu, bet vertinkite j\u0105 kaip nauding\u0105 atsiliepim\u0105. Pad\u0117kokite autoriui!<\/h3>

Net jei i\u0161 prad\u017ei\u0173 atrodo, kad tai paskutinis dalykas, apie kur\u012f norite galvoti: \u201eA\u010di\u016b u\u017e j\u016bs\u0173 atsiliepim\u0105\u201c ne tik nuramina situacij\u0105 daugeliu atvej\u0173, bet ir parodo klientams, kad j\u016bs rimtai vertinate kritik\u0105 ir laikote j\u0105 vertinga savo verslui. Tai nerei\u0161kia, kad turite blog\u0105 profil\u012f ar kad tur\u0117tum\u0117te juo abejoti.<\/p>

Klysti yra \u017emogi\u0161ka, ir beveik visi tai supranta. Kur kas svarbiau yra tai, kad j\u016bs mokot\u0117s i\u0161 klaid\u0173 ir vengiate j\u0173 ateityje. Pagal \u0161\u012f \u0161\u016bk\u012f tur\u0117tum\u0117te taip pat pagerinti savo klient\u0173 komunikacij\u0105. B\u016bkite atviri d\u0117l savo klaidos ir pabr\u0117\u017ekite, kad kiekviena konstruktyvi kritika yra naudinga. Tai padaro jus \u017emogi\u0161ku ir s\u0105veik\u0105 autenti\u0161ka!<\/p>

#4: Nera\u0161ykite bendro atsakymo; vietoj to, sutelkite d\u0117mes\u012f \u012f \u0161iuolaikin\u0119 klient\u0173 komunikacij\u0105 \u2013 individuali\u0105 ir asmenin\u0119.<\/h3>

Parodykite savo klientams, kad jums tai r\u016bpi ir kad j\u016bs klausot\u0117s. Beveik visi yra skait\u0119 klient\u0173 atsiliepimus ir susid\u016br\u0119 su pardav\u0117j\u0173 atsakymais. Jei atsakytum\u0117te neasmeni\u0161ku, i\u0161 anksto paruo\u0161tu atsakymu, daugelis skaitytoj\u0173 grei\u010diausiai steb\u0117t\u0173si, kod\u0117l \u0161is tekstas skamba taip pa\u017e\u012fstamai.<\/p>

Be g\u0117dos b\u016bti pagautam, tai perteikia tam tikr\u0105 abejingum\u0105 j\u016bs\u0173 klient\u0173 r\u016bpes\u010diams. Taigi skirkite \u0161iek tiek laiko atsakyti \u012f atsiliepim\u0105. Atsakykite individualiai ir apgalvotai. Tai parodo j\u016bs\u0173 susidom\u0117jim\u0105 ir sustiprina klient\u0173 lojalum\u0105. Norint pagerinti \u0161\u012f klient\u0173 komunikacijos aspekt\u0105, taip pat gali b\u016bti naudinga parengti atsakym\u0105 ir perskaityti j\u012f prie\u0161 siun\u010diant klientui.<\/p>

#5: Atsakymas nepakanka \u2013 Ie\u0161kokite sprendim\u0173!<\/h3>

Kai ai\u0161kiai parodysite, kad rimtai vertinate savo klientus ir norite tobul\u0117ti, \u012fsitikinkite, kad i\u0161 tikr\u0173j\u0173 tai darote! Prie\u0161ingu atveju atrodysite nepatikimai. Galite i\u0161sisukti kelis kartus, bet jei skundai d\u0117l konkre\u010dios problemos t\u0119siasi ilg\u0105 laik\u0105, nepaisant j\u016bs\u0173 pa\u017ead\u0173 tobul\u0117ti, klientai ir potencial\u016bs pirk\u0117jai bus atgrasyti.<\/p>

Taigi geriau pa\u010diam ie\u0161koti sprendim\u0173. Paklauskite sav\u0119s, kas tiksliai buvo problema, ar ji suk\u0117l\u0117 koki\u0173 nors pasekmi\u0173, kur slypi problemos \u0161aknis, ir svarbiausia: Kaip galite tai i\u0161spr\u0119sti? O tada metas imtis darbo! U\u017etikrinkite, kad problemos nepasikartot\u0173. S\u0117kmingam verslui nepakanka tik pagerinti klient\u0173 komunikacij\u0105 \u2013 visi kiti verslo procesai taip pat turi b\u016bti nuolat stebimi ir optimizuojami.<\/p>

I\u0161trinti atsiliepimus?<\/h2>

Galima, kad netinkam\u0105 atsiliepim\u0105 i\u0161trint\u0173 pardavimo portalas, ta\u010diau jis turi akivaizd\u017eiai pa\u017eeisti \u201eAmazon\u201c gaires ar \u012fstatymus.<\/p>

Tod\u0117l ne\u012fmanoma tiesiog i\u0161trinti kiekvieno blogo atsiliepimo. Ta\u010diau to visai nereikia. Jei produktas ar pardav\u0117jas gavo tik gerus atsiliepimus, greitai susidaro \u012fsp\u016bdis, kad ne visi atsiliepimai (arba blogiausiu atveju: visai n\u0117ra atsiliepim\u0173) yra tikri. \u0160iandien galima greitai nusipirkti kelet\u0105 ger\u0173 atsiliepim\u0173, papra\u0161yti draug\u0173 para\u0161yti k\u0105 nors teigiamo arba pa\u010diam tapti aktyviam. Taigi geriau palikti neigiamus atsiliepimus ir asmeni\u0161kai susisiekti su autoriumi: parodykite savo atsakymu, kad esate patikima \u012fmon\u0117, kuria j\u016bs\u0173 klientai gali pasikliauti.<\/p>

I\u0161vada: Optimalus klient\u0173 komunikavimas \u201eAmazon\u201c yra svarbus!<\/strong><\/h2>

Visada naudokite savo komunikacijos \u012fg\u016bd\u017eius draugi\u0161ku ir profesionaliu b\u016bdu, pad\u0117kokite u\u017e j\u0173 atsiliepimus ir parodykite savo klientams kiekviename komunikacijos kanale, kad jums r\u016bpi j\u0173 problemos. Standartiniai atsakymai ar kontratakos \u010dia netinka. Vietoj to, paklauskite sav\u0119s, k\u0105 galite padaryti, kad i\u0161spr\u0119stum\u0117te problem\u0105 abiem pus\u0117ms patenkinamai.<\/p>

Nes niekas grei\u010diau ir efektyviau nesugriauna klient\u0173 santyki\u0173 nei palaikymo personalo problem\u0173 sprendimo \u012fg\u016bd\u017ei\u0173 tr\u016bkumas. Jei to tr\u016bksta, rinkos pardav\u0117jai turi daryti visk\u0105, kas \u012fmanoma, ne tik siekdami pagerinti klient\u0173 komunikacijos priemones. Nes, kaip ir ma\u017emenin\u0117je prekyboje, komunikacijos \u012fg\u016bd\u017eiai klient\u0173 pokalbiuose lemia, ar klientas sugr\u012f\u0161, ar ne.<\/p>

Tarpasmeniniai nesusipratimai d\u0117l neigiamo neverbalinio k\u016bno kalbos tr\u016bkumo taip pat da\u017eniau pasitaiko internetin\u0117je klient\u0173 komunikacijoje. Tod\u0117l perskaitykite savo \u017einut\u0119 dar kart\u0105 prie\u0161 j\u0105 si\u0173sdami. Atkreipkite d\u0117mes\u012f \u012f \u017eod\u017ei\u0173 pasirinkim\u0105 bendraujant su klientais ir u\u017etikrinkite, kad bendrautum\u0117te lygiomis teis\u0117mis.<\/p>

Vaizd\u0173 kreditai pagal vaizd\u0173 tvark\u0105: \u00a9 olly \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

“Visi\u0161kai nenaudingas. Niekuomet daugiau!” Deja, neigiamos ap\u017evalgos i\u0161 kai kuri\u0173 nepatenkint\u0173 Amazon klient\u0173 atrodo taip arba pana\u0161iai. Jos yra frustracijos \u0161altinis \u2013 net devastuojan\u010dios. Ir dar blogiau: Amazon jos prisideda prie produkto bendro \u012fvertinimo. Nat\u016bralu, kad pardav\u0117jas nori pasisakyti ir apsiginti. Ta\u010diau pyk\u010dio, kuris kyla po tokios galb\u016bt nepagr\u012fstos kritikos, metu galima greitai \u012fsivelti \u012f<\/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":[1167],"tags":[],"class_list":["post-224241","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-patarimai-amp-triukai"],"yoast_head":"\nPagerinti klient\u0173 komunikacij\u0105: 5 geriausi patarimai<\/title>\n<meta name=\"description\" content=\"Pagerinti klient\u0173 komunikacij\u0105: N\u0117ra baim\u0117s d\u0117l neigiam\u0173 atsiliepim\u0173. 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