{"id":226761,"date":"2019-12-06T13:24:00","date_gmt":"2019-12-06T13:24:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/5-sfaturi-pentru-a-face-fata-recenziilor-negative-cum-sa-imbunatatesti-comunicarea-cu-clientii\/"},"modified":"2019-12-06T13:24:00","modified_gmt":"2019-12-06T13:24:00","slug":"5-sfaturi-pentru-a-face-fata-recenziilor-negative-cum-sa-imbunatatesti-comunicarea-cu-clientii","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/ro\/blog\/5-sfaturi-pentru-a-face-fata-recenziilor-negative-cum-sa-imbunatatesti-comunicarea-cu-clientii\/","title":{"rendered":"5 Sfaturi pentru a face fa\u021b\u0103 recenziilor negative: Cum s\u0103 \u00eembun\u0103t\u0103\u021be\u0219ti comunicarea cu clien\u021bii"},"content":{"rendered":"

\u201eAbsolut inutilizabil. Niciodat\u0103 din nou!\u201c A\u0219a sau similar arat\u0103 recenziile negative ale unor clien\u021bi nemul\u021bumi\u021bi de Amazon, din p\u0103cate. Ele sunt frustrante \u2013 chiar devastatoare. \u0218i, mai r\u0103u: La Amazon, ele contribuie la evaluarea general\u0103 a unui produs. Este firesc ca un comerciant s\u0103 doreasc\u0103 s\u0103 intervin\u0103 \u0219i s\u0103 se apere. Furiat, a\u0219a cum te sim\u021bi dup\u0103 o astfel de critic\u0103 poate \u0219i pe nedrept formulat\u0103, po\u021bi ajunge rapid s\u0103 vorbe\u0219ti sau s\u0103 scrii f\u0103r\u0103 s\u0103 te g\u00e2nde\u0219ti. Totu\u0219i, \u00eentr-o astfel de situa\u021bie, este greu s\u0103 \u00ee\u021bi aminte\u0219ti de hot\u0103r\u00e2rea de a \u00eembun\u0103t\u0103\u021bi comunicarea cu clien\u021bii.<\/p>

A\u0219adar, s\u0103 ignor\u0103m pur \u0219i simplu? Nu neap\u0103rat. \u00cen cele din urm\u0103, clien\u021bii se informeaz\u0103 despre produse \u0219i consult\u0103 recenziile pentru a-\u0219i forma o p\u0103rere despre produs \u0219i despre v\u00e2nz\u0103tor. De asemenea, ei acord\u0103 aten\u021bie unei bune comunic\u0103ri cu clien\u021bii \u00een cazul recenziilor negative.<\/p>

\n

\u00cen 2017, un studiu realizat de Bitkom a ar\u0103tat c\u0103 mai mult de dou\u0103 treimi dintre consumatori se bazeaz\u0103 pe recenziile altor clien\u021bi atunci c\u00e2nd fac cump\u0103r\u0103turi online. Mul\u021bi dintre ei ar putea \u00een\u021belege c\u0103 uneori lucrurile nu decurg perfect.<\/p>\nSurse:\u00a0bitkom.org<\/a><\/cite><\/blockquote>

O comunicare atent aleas\u0103 din partea comerciantului Amazon ar fi recomandat\u0103 \u00een acest moment. Cei care nu pot face acest lucru ar trebui s\u0103 \u00ee\u0219i \u00eembun\u0103t\u0103\u021beasc\u0103 comunicarea cu clien\u021bii. \u00cen cele din urm\u0103, multe studii arat\u0103 c\u0103 fidelizarea clien\u021bilor poate beneficia de pe urma unei solu\u021bion\u0103ri de succes.<\/p>

\n

Exper\u021bii au descoperit c\u0103 45% dintre autorii recenziilor negative \u0219i-au retras recenziile dup\u0103 o scuz\u0103 personal\u0103 din partea comercian\u021bilor.<\/p>\nSurse:\u00a0impulse.de<\/a><\/cite><\/blockquote>

Cuv\u00e2ntul cheie este, a\u0219adar, \u201eSuport<\/strong>\u201d. Ajuta\u021bi-v\u0103 clien\u021bii \u0219i sus\u021bine\u021bi-i \u00een rezolvarea problemelor. Dar acest lucru este posibil doar dac\u0103 sunte\u021bi constant interesat s\u0103 v\u0103 optimiza\u021bi comunicarea cu clien\u021bii.<\/p>

5 Sfaturi despre cum s\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi comunicarea cu clien\u021bii pe Amazon: Un ghid<\/h2>

Comunicarea profesional\u0103 cu clien\u021bii \u0219i un serviciu excelent \u2013 indispensabile at\u00e2t \u00een comer\u021bul cu am\u0103nuntul, c\u00e2t \u0219i \u00een afacerea online. Cu at\u00e2t mai tragic este c\u0103 multe companii se remarc\u0103 printr-o comunicare e\u0219uat\u0103. \u00cen schimb, este important s\u0103 reac\u021biona\u021bi prietenos \u0219i deschis la recenziile negative \u0219i s\u0103 face\u021bi din acest tip de comunicare standardul companiei \u2013 astfel, \u0219i al\u021bi (poten\u021biali) cump\u0103r\u0103tori vor vedea c\u0103 v\u0103 pas\u0103 de problemele clien\u021bilor dvs. \u0219i c\u0103 se pot sim\u021bi bineveni\u021bi la dumneavoastr\u0103.<\/p>

Am compilat pentru dumneavoastr\u0103 cele mai importante lucruri de f\u0103cut \u0219i de evitat \u00een cazul recenziilor negative, cu ajutorul c\u0103rora pute\u021bi \u00eembun\u0103t\u0103\u021bi comunicarea cu clien\u021bii pe Amazon.<\/p>

#1: Nu a\u0219tepta\u021bi \u0219i spera\u021bi c\u0103, \u00een timp, lucrurile se vor rezolva de la sine – r\u0103spunde\u021bi imediat.<\/h3>

\u00cen mod firesc, dori\u021bi s\u0103 v\u0103 lua\u021bi timp pentru a v\u0103 calma sau poate chiar s\u0103 v\u0103 ascunde\u021bi sub p\u0103tur\u0103. Acesta nu este un g\u00e2nd r\u0103u pentru a \u00eembun\u0103t\u0103\u021bi calitatea comunic\u0103rii cu clien\u021bii care urmeaz\u0103. Marketingul \u0219i v\u00e2nz\u0103rile v\u0103 vor fi recunosc\u0103toare.<\/p>

Dar nu a\u0219tepta\u021bi prea mult! Reac\u021biile \u00eent\u00e2rziate sau chiar lipsa acestora creeaz\u0103 rapid impresia c\u0103 comerciantul nu este deloc interesat de problemele clien\u021bilor s\u0103i \u0219i, prin urmare, \u00eei ignor\u0103 pur \u0219i simplu. \u00cen cel mai r\u0103u caz, acest lucru poate duce la recenzii negative suplimentare \u0219i ve\u021bi fi cople\u0219it de un val de critici. A\u0219adar, ar\u0103ta\u021bi-v\u0103 imediat interesul fa\u021b\u0103 de clien\u021bii dvs. \u0219i interveni\u021bi, ocup\u00e2ndu-v\u0103 de ei. Pentru c\u0103 o comunicare de succes cu clien\u021bii, at\u00e2t \u00een comer\u021bul cu am\u0103nuntul, c\u00e2t \u0219i online, depinde de o ureche deschis\u0103.<\/p>

\n

La sf\u00e2r\u0219itul anului 2020, Amazon a eliminat func\u021bia de comentarii la recenzii, ceea ce a dus la frustrare din partea comercian\u021bilor. Din iunie 2021, v\u00e2nz\u0103torii din SUA pot r\u0103spunde la recenziile negative cu \u0219abloane predefinite ale gigantului online. Dac\u0103 \u0219i c\u00e2nd aceast\u0103 func\u021bie va fi disponibil\u0103 pe pia\u021ba german\u0103, este \u00eenc\u0103 necunoscut.<\/p>\nActualizare iunie 2021<\/cite><\/blockquote>

#2: Nu contraataca\u021bi, ci r\u0103spunde\u021bi cu calm.<\/h3>

Chiar dac\u0103 autorul criticii a fost nepoliticos, ar trebui s\u0103 v\u0103 p\u0103stra\u021bi demnitatea \u0219i s\u0103 v\u0103 comporta\u021bi profesional. O comunicare proast\u0103 cu clien\u021bii \u00een cazul recenziilor negative poate agrava situa\u021bia. \u00cen cele din urm\u0103, sunte\u021bi fa\u021ba produsului dvs. \u0219i imaginea exterioar\u0103 ar trebui s\u0103 fie pozitiv\u0103 \u00een orice circumstan\u021b\u0103. Exprima\u021bi-v\u0103 cu elegan\u021b\u0103 \u0219i acorda\u021bi aten\u021bie unui ton prietenos \u00een interac\u021biunile interumane. Comunica\u021bi pe un ton egal. R\u0103spunsul dvs. nu va fi citit doar de autor, ci \u0219i de mul\u021bi al\u021bi (poten\u021biali) cump\u0103r\u0103tori.<\/p>

\u021aine\u021bi cont c\u0103, din perspectiva autorului, a\u021bi f\u0103cut o gre\u0219eal\u0103 \u0219i el se a\u0219teapt\u0103 la \u00een\u021belegerea dvs. O reac\u021bie nepoliticoas\u0103 va duce la o sc\u0103dere a fideliz\u0103rii clien\u021bilor. \u00cen schimb, o bun\u0103 capacitate de rezolvare a problemelor din partea v\u00e2nz\u0103torului poate chiar s\u0103 creasc\u0103 fidelizarea clien\u021bilor la un nivel mai \u00eenalt dec\u00e2t era \u00eenainte de incident. A\u0219adar, merit\u0103 cu adev\u0103rat s\u0103 reflecta\u021bi asupra comportamentului dvs. \u0219i s\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi comunicarea cu clien\u021bii.<\/p>

#3: Nu lua\u021bi critica ca un motiv de \u00eendoial\u0103 asupra profilului dvs., ci ca un feedback util. Mul\u021bumi\u021bi autorului!<\/h3>

Chiar dac\u0103, la prima vedere, pare ultimul lucru la care v\u0103 g\u00e2ndi\u021bi: Un \u201eV\u0103 mul\u021bumesc pentru feedback\u201d nu doar c\u0103 lini\u0219te\u0219te \u00een multe cazuri, ci le arat\u0103 clien\u021bilor c\u0103 lua\u021bi critica \u00een serios \u0219i o considera\u021bi un avantaj pentru afacerea dvs. Aceasta nu \u00eenseamn\u0103 c\u0103 ave\u021bi un profil prost sau c\u0103 ar trebui s\u0103 v\u0103 \u00eendoi\u021bi de acesta.<\/p>

A gre\u0219i este omene\u0219te \u0219i aproape toat\u0103 lumea are \u00een\u021belegere pentru asta. Mult mai important este s\u0103 \u00eenv\u0103\u021ba\u021bi din gre\u0219eli \u0219i s\u0103 le evita\u021bi \u00een viitor. Conform acestui motto, ar trebui s\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi \u0219i comunicarea cu clien\u021bii. Recunoa\u0219te\u021bi deschis gre\u0219elile \u0219i sublinia\u021bi c\u0103 fiecare critic\u0103 constructiv\u0103 este util\u0103. Acest lucru v\u0103 face uman \u0219i interac\u021biunea autentic\u0103!<\/p>

#4: Nu scrie\u021bi un r\u0103spuns standard, ci opta\u021bi pentru o comunicare modern\u0103 cu clien\u021bii \u2013 individualizat\u0103 \u0219i personal\u0103.<\/h3>

Ar\u0103ta\u021bi-le clien\u021bilor dvs. c\u0103 lua\u021bi lucrurile \u00een serios \u0219i c\u0103 \u00eei asculta\u021bi. Cu siguran\u021b\u0103, toat\u0103 lumea a citit recenzii ale clien\u021bilor \u0219i a dat peste r\u0103spunsurile comercian\u021bilor. Dac\u0103 v-a\u021bi r\u0103spunde cu un mesaj impersonal, predefinit, mul\u021bi cititori s-ar \u00eentreba de ce acest text le pare at\u00e2t de familiar.<\/p>

Pe l\u00e2ng\u0103 ru\u0219inea de a fi prins, acest lucru eman\u0103 un anumit dezinteres fa\u021b\u0103 de problemele clien\u021bilor dvs. A\u0219adar, mai bine lua\u021bi-v\u0103 pu\u021bin timp \u0219i r\u0103spunde\u021bi la recenzie. R\u0103spunde\u021bi individual \u0219i cu g\u00e2ndire. Astfel, v\u0103 ar\u0103ta\u021bi interesul \u0219i \u00eent\u0103ri\u021bi fidelizarea clien\u021bilor. Pentru a \u00eembun\u0103t\u0103\u021bi acest aspect al comunic\u0103rii cu clien\u021bii, poate fi de asemenea util s\u0103 redacta\u021bi r\u0103spunsul \u0219i s\u0103-l citi\u021bi din nou \u00eenainte de a-l trimite clientului.<\/p>

#5: O simpl\u0103 r\u0103spuns nu este suficient \u2013 C\u0103uta\u021bi solu\u021bii pentru probleme!<\/h3>

Dac\u0103 a\u021bi clarificat acum c\u0103 lua\u021bi clien\u021bii \u00een serios \u0219i dori\u021bi s\u0103 v\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi, atunci face\u021bi acest lucru! Altfel, ve\u021bi p\u0103rea lipsit de credibilitate. Poate c\u0103 ve\u021bi sc\u0103pa cu c\u00e2teva ocazii, dar dac\u0103 pl\u00e2ngerile legate de o problem\u0103 specific\u0103 se repet\u0103 pe o perioad\u0103 mai lung\u0103, de\u0219i a\u021bi promis \u00eembun\u0103t\u0103\u021biri, clien\u021bii \u0219i poten\u021bialii cump\u0103r\u0103tori vor fi descuraja\u021bi.<\/p>

A\u0219adar, mai bine \u00eencepe\u021bi imediat c\u0103utarea problemelor. \u00centreba\u021bi-v\u0103 ce anume a fost problema, dac\u0103 au ap\u0103rut dificult\u0103\u021bi ulterioare, care este originea problemei \u0219i, mai ales: Cum o pute\u021bi rezolva! \u0218i apoi, este timpul s\u0103 v\u0103 apuca\u021bi de treab\u0103! Asigura\u021bi-v\u0103 c\u0103 problemele nu se repet\u0103. Pentru c\u0103, pentru o afacere de succes, nu este suficient s\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi doar comunicarea cu clien\u021bii \u2013 toate celelalte procese de afaceri trebuie, de asemenea, s\u0103 fie monitorizate \u0219i optimizate constant.<\/p>

\u0218tergerea recenziilor?<\/h2>

\u0218tergerea unei recenzii inadecvate de c\u0103tre portalul de v\u00e2nz\u0103ri este posibil\u0103, dar trebuie s\u0103 demonstreze c\u0103 \u00eencalc\u0103 regulile Amazon sau legile.<\/p>

A\u0219adar, nu este posibil s\u0103 \u0219terge\u021bi pur \u0219i simplu fiecare critic\u0103 negativ\u0103. Dar nici nu este necesar. Dac\u0103 un produs sau un comerciant a primit exclusiv recenzii bune, se creeaz\u0103 rapid impresia c\u0103 nu toate recenziile (sau, \u00een cel mai r\u0103u caz: niciuna) sunt reale. \u00cen zilele noastre, este u\u0219or s\u0103 cump\u0103ra\u021bi c\u00e2teva recenzii bune, s\u0103 cere\u021bi prietenilor s\u0103 scrie ceva pozitiv sau s\u0103 ac\u021biona\u021bi chiar dvs. A\u0219adar, l\u0103sa\u021bi recenziile negative s\u0103 r\u0103m\u00e2n\u0103 \u0219i contacta\u021bi personal autorul: ar\u0103ta\u021bi prin r\u0103spunsul dvs. c\u0103 sunte\u021bi o companie serioas\u0103, pe care clien\u021bii dvs. se pot baza.<\/p>

Concluzie: Comunicarea optim\u0103 cu clien\u021bii pe Amazon este important\u0103!<\/strong><\/h2>

Folosi\u021bi-v\u0103 abilit\u0103\u021bile de comunicare \u00eentotdeauna \u00eentr-un mod prietenos \u0219i profesional, mul\u021bumi\u021bi pentru feedback \u0219i ar\u0103ta\u021bi-le clien\u021bilor pe fiecare canal de comunicare c\u0103 v\u0103 pas\u0103 de problemele lor. R\u0103spunsurile standard sau contraatacurile nu sunt potrivite aici. \u00centreba\u021bi-v\u0103 \u00een schimb ce pute\u021bi face pentru a rezolva problema \u00een mod satisf\u0103c\u0103tor pentru ambele p\u0103r\u021bi.<\/p>

Pentru c\u0103 nimic nu distruge rela\u021bia cu clien\u021bii mai repede \u0219i mai eficient dec\u00e2t lipsa capacit\u0103\u021bii de rezolvare a problemelor din partea angajatului de suport. Dac\u0103 acest aspect este deficitar, v\u00e2nz\u0103torii de pe pia\u021b\u0103 trebuie s\u0103 depun\u0103 toate eforturile pentru a nu \u00eembun\u0103t\u0103\u021bi doar m\u0103surile de comunicare cu clien\u021bii. Pentru c\u0103, la fel ca \u00een comer\u021bul cu am\u0103nuntul, abilit\u0103\u021bile de comunicare \u00een discu\u021bia cu clien\u021bii decid dac\u0103 un client se va \u00eentoarce sau nu.<\/p>

Ne\u00een\u021belegerile interumane cauzate de lipsa limbajului corporal nonverbal sunt, de asemenea, mai probabile \u00een comunicarea cu clien\u021bii online. A\u0219adar, citi\u021bi-v\u0103 mesajul din nou \u00eenainte de a-l trimite. Acorda\u021bi aten\u021bie alegerii cuvintelor \u00een contactul cu clien\u021bii \u0219i asigura\u021bi-v\u0103 c\u0103 comunica\u021bi pe un ton egal.<\/p>

Credite pentru imagini \u00een ordinea imaginilor: \u00a9 olly \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

\u201eAbsolut inutilizabil. Niciodat\u0103 din nou!\u201c A\u0219a sau similar arat\u0103 recenziile negative ale unor clien\u021bi nemul\u021bumi\u021bi de Amazon, din p\u0103cate. Ele sunt frustrante \u2013 chiar devastatoare. \u0218i, mai r\u0103u: La Amazon, ele contribuie la evaluarea general\u0103 a unui produs. Este firesc ca un comerciant s\u0103 doreasc\u0103 s\u0103 intervin\u0103 \u0219i s\u0103 se apere. Furiat, a\u0219a cum te<\/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":[1323],"tags":[],"class_list":["post-226761","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sfaturi-amp-trucuri"],"yoast_head":"\n\u00cembun\u0103t\u0103\u021bi\u021bi comunicarea cu clien\u021bii: Cele 5 cele mai bune sfaturi<\/title>\n<meta name=\"description\" content=\"\u00cembun\u0103t\u0103\u021bi\u021bi comunicarea cu clien\u021bii: F\u0103r\u0103 fric\u0103 de recenziile negative. 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