{"id":228192,"date":"2019-12-06T13:24:00","date_gmt":"2019-12-06T13:24:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/5-tipov-ako-sa-vysporiadat-s-negativnymi-recenziami-ako-zlepsit-vasu-komunikaciu-so-zakaznikmi\/"},"modified":"2019-12-06T13:24:00","modified_gmt":"2019-12-06T13:24:00","slug":"5-tipov-ako-sa-vysporiadat-s-negativnymi-recenziami-ako-zlepsit-vasu-komunikaciu-so-zakaznikmi","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/sk\/blog\/5-tipov-ako-sa-vysporiadat-s-negativnymi-recenziami-ako-zlepsit-vasu-komunikaciu-so-zakaznikmi\/","title":{"rendered":"5 tipov, ako sa vysporiada\u0165 s negat\u00edvnymi recenziami: Ako zlep\u0161i\u0165 va\u0161u komunik\u00e1ciu so z\u00e1kazn\u00edkmi"},"content":{"rendered":"

\u201eAbsol\u00fatne nepou\u017eite\u013en\u00e9. Nikdy viac!\u201c Takto alebo podobne vyzeraj\u00fa negat\u00edvne recenzie niektor\u00fdch nespokojn\u00fdch z\u00e1kazn\u00edkov Amazonu, bohu\u017eia\u013e. S\u00fa frustruj\u00face \u2013 dokonca zdrcuj\u00face. A e\u0161te hor\u0161ie: Na Amazone sa zapo\u010d\u00edtavaj\u00fa do celkov\u00e9ho hodnotenia produktu. Je teda prirodzen\u00e9, \u017ee sa ako predajca chcete ozva\u0165 a br\u00e1ni\u0165 sa. Roz\u010d\u00falen\u00ed, ako m\u00f4\u017eete by\u0165 po takejto mo\u017eno aj nespravodlivo nap\u00edsanej kritike, sa v\u0161ak m\u00f4\u017eete r\u00fdchlo dosta\u0165 do probl\u00e9mov. V takejto situ\u00e1cii je \u0165a\u017ek\u00e9 myslie\u0165 na svoj z\u00e1mer zlep\u0161i\u0165 svoju komunik\u00e1ciu so z\u00e1kazn\u00edkmi.<\/p>

Tak\u017ee jednoducho ignorova\u0165? Nie nevyhnutne. Predsa len sa z\u00e1kazn\u00edci informuj\u00fa o produktoch a ber\u00fa do \u00favahy recenzie, aby si vytvorili obraz o produkte a predajcovi. Pri tom si tie\u017e v\u0161\u00edmaj\u00fa dobr\u00fa komunik\u00e1ciu so z\u00e1kazn\u00edkmi pri negat\u00edvnych recenzi\u00e1ch.<\/p>

\n

V roku 2017 \u0161t\u00fadia od Bitkom uk\u00e1zala, \u017ee viac ako dve tretiny spotrebite\u013eov sa pri nakupovan\u00ed na internete spoliehaj\u00fa na recenzie in\u00fdch z\u00e1kazn\u00edkov. Mnoh\u00ed z nich by mohli pochopi\u0165, \u017ee aj nie\u010do nemus\u00ed \u00eds\u0165 \u00faplne hladko.<\/p>\nZdroj:\u00a0bitkom.org<\/a><\/cite><\/blockquote>

Starostlivo zvolen\u00e1 komunik\u00e1cia predajcu na Amazone by bola v tejto chv\u00edli rozumn\u00e1. Kto to e\u0161te nedok\u00e1\u017ee, mal by sa zamera\u0165 na zlep\u0161enie svojej komunik\u00e1cie so z\u00e1kazn\u00edkmi. Predsa len z mnoh\u00fdch \u0161t\u00fadi\u00ed vypl\u00fdva, \u017ee z\u00e1kazn\u00edcka lojalita m\u00f4\u017ee dokonca profitova\u0165 z \u00faspe\u0161n\u00e9ho rie\u0161enia probl\u00e9mov.<\/p>

\n

Experti zistili, \u017ee 45 percent autorov negat\u00edvnych recenzi\u00ed svoje recenzie po osobnej omluve predajcu dokonca stiahlo.<\/p>\nZdroj:\u00a0impulse.de<\/a><\/cite><\/blockquote>

K\u013e\u00fa\u010dov\u00e9 slovo je teda \u201epodpora<\/strong>\u201c. Pom\u00f4\u017ete svojim z\u00e1kazn\u00edkom a podporujte ich pri rie\u0161en\u00ed probl\u00e9mov. To v\u0161ak funguje len vtedy, ak m\u00e1te neust\u00e1ly z\u00e1ujem o optimaliz\u00e1ciu svojej komunik\u00e1cie so z\u00e1kazn\u00edkmi.<\/p>

5 tipov, ako zlep\u0161i\u0165 svoju komunik\u00e1ciu so z\u00e1kazn\u00edkmi na Amazone: Sprievodca<\/h2>

Profesion\u00e1lna komunik\u00e1cia so z\u00e1kazn\u00edkmi a vynikaj\u00faci servis \u2013 v maloobchode aj v online podnikan\u00ed nevyhnutn\u00e9. O to tragickej\u0161ie je, \u017ee mnoh\u00e9 spolo\u010dnosti sa vyzna\u010duj\u00fa ne\u00faspe\u0161nou komunik\u00e1ciou. Namiesto toho plat\u00ed: Reagujte priate\u013esky a otvorene na negat\u00edvne recenzie a urobte tento typ komunik\u00e1cie \u0161tandardom vo va\u0161ej spolo\u010dnosti \u2013 takto uvidia aj \u010fal\u0161\u00ed (potenci\u00e1lni) kupuj\u00faci, \u017ee v\u00e1m z\u00e1le\u017e\u00ed na probl\u00e9moch va\u0161ich z\u00e1kazn\u00edkov a \u017ee sa u v\u00e1s m\u00f4\u017eu c\u00edti\u0165 dobre.<\/p>

Zhrnuli sme pre v\u00e1s najd\u00f4le\u017eitej\u0161ie dos a don\u2019ts pri negat\u00edvnych recenzi\u00e1ch, s ktor\u00fdmi m\u00f4\u017eete zlep\u0161i\u0165 svoju komunik\u00e1ciu so z\u00e1kazn\u00edkmi na Amazone.<\/p>

#1: Ne\u010dakajte a ned\u00fafajte, \u017ee s \u010dasom sa situ\u00e1cia sama vyrie\u0161i – odpovedzte okam\u017eite.<\/h3>

Pochopite\u013ene, chcete si vzia\u0165 \u010das, upokoji\u0165 sa alebo sa mo\u017eno dokonca schova\u0165 pod perinu. To nie je zl\u00fd n\u00e1pad na zlep\u0161enie kvality nadch\u00e1dzaj\u00facej komunik\u00e1cie so z\u00e1kazn\u00edkmi. Marketing a predaj v\u00e1m za to bud\u00fa v\u010fa\u010dn\u00e9.<\/p>

Ale ne\u010dakajte pr\u00edli\u0161 dlho! Neskor\u00e9 alebo dokonca \u017eiadne reakcie r\u00fdchlo vyvol\u00e1vaj\u00fa dojem, \u017ee sa predajca v\u00f4bec nezauj\u00edma o z\u00e1ujmy svojich z\u00e1kazn\u00edkov a preto ich jednoducho ignoruje. V najhor\u0161om pr\u00edpade to podnecuje \u010fal\u0161ie negat\u00edvne recenzie a vy budete zasypan\u00ed shitstormom. Uk\u00e1\u017ete svojim z\u00e1kazn\u00edkom teda okam\u017eite svoj z\u00e1ujem, ozvite sa a postarajte sa o svojich z\u00e1kazn\u00edkov. Preto\u017ee \u00faspe\u0161n\u00e1 komunik\u00e1cia so z\u00e1kazn\u00edkmi \u017eije v maloobchode rovnako ako online z otvoren\u00e9ho ucha.<\/p>

\n

Na konci roku 2020 Amazon zru\u0161il funkciu komentovania pri recenzi\u00e1ch, \u010do viedlo k frustr\u00e1cii zo strany predajcov. Od j\u00fana 2021 m\u00f4\u017eu predajcovia v USA reagova\u0165 na negat\u00edvne recenzie pomocou predpripraven\u00fdch \u0161abl\u00f3n od online giganta. \u010ci a kedy sa t\u00e1to funkcia dostane na nemeck\u00fd trh, zatia\u013e nie je zn\u00e1me.<\/p>\nAktualiz\u00e1cia j\u00fan 2021<\/cite><\/blockquote>

#2: Neza\u010d\u00ednajte proti\u00fatok, ale odpovedzte uv\u00e1\u017eene.<\/h3>

Aj ke\u010f autor kritiky pre\u0161iel v t\u00f3ne, mali by ste si zachova\u0165 tv\u00e1r a vystupova\u0165 profesion\u00e1lne. Zl\u00e1 komunik\u00e1cia so z\u00e1kazn\u00edkmi pri negat\u00edvnych recenzi\u00e1ch m\u00f4\u017ee v\u0161etko e\u0161te zhor\u0161i\u0165. Predsa len ste tv\u00e1rou svojho produktu a vonkaj\u0161\u00ed dojem by mal by\u0165 za ka\u017ed\u00fdch okolnost\u00ed pozit\u00edvny. Vyjadrujte sa vyberane a dbajte na priate\u013esk\u00fd t\u00f3n v medzi\u013eudskej interakcii. Komunikujte na rovnakej \u00farovni. Va\u0161u odpove\u010f si pre\u010d\u00edta nielen autor, ale aj mnoh\u00ed \u010fal\u0161\u00ed (potenci\u00e1lni) kupuj\u00faci.<\/p>

Majte na pam\u00e4ti, \u017ee z poh\u013eadu autora ste urobili chybu a on o\u010dak\u00e1va va\u0161e porozumenie. Nepr\u00edjemn\u00e1 reakcia zn\u00ed\u017ei z\u00e1kazn\u00edcku lojalitu na minimum. K\u00fdm dobr\u00e9 schopnosti rie\u0161i\u0165 probl\u00e9my zo strany predajcu m\u00f4\u017eu dokonca zv\u00fd\u0161i\u0165 z\u00e1kazn\u00edcku lojalitu na vy\u0161\u0161iu \u00farove\u0148, ne\u017e ak\u00fa mala pred incidentom. Tu sa naozaj oplat\u00ed reflektova\u0165 svoje spr\u00e1vanie a zlep\u0161i\u0165 komunik\u00e1ciu so z\u00e1kazn\u00edkmi.<\/p>

#3: Neberte kritiku ako d\u00f4vod na pochybnosti o svojom profile, ale ako u\u017eito\u010dn\u00fa sp\u00e4tn\u00fa v\u00e4zbu. Po\u010fakujte autorovi!<\/h3>

Aj ke\u010f sa na prv\u00fd poh\u013ead zd\u00e1, \u017ee je to posledn\u00e1 vec, na ktor\u00fa mysl\u00edte: \u201e\u010eakujem za va\u0161u sp\u00e4tn\u00fa v\u00e4zbu\u201c nielen\u017ee v mnoh\u00fdch pr\u00edpadoch upokojuje, ale tie\u017e ukazuje z\u00e1kazn\u00edkom, \u017ee si kritiku beriete k srdcu a vid\u00edte ju ako pridan\u00fa hodnotu pre svoje podnikanie. T\u00fdm sa nemysl\u00ed, \u017ee m\u00e1te zl\u00fd profil alebo by ste o \u0148om mali pochybova\u0165.<\/p>

Chyby s\u00fa \u013eudsk\u00e9 a takmer ka\u017ed\u00fd to ch\u00e1pe. Ove\u013ea d\u00f4le\u017eitej\u0161ie je, \u017ee sa z ch\u00fdb u\u010d\u00edte a v bud\u00facnosti ich vyhnete. Pod\u013ea tohto motta by ste mali zlep\u0161i\u0165 aj svoju komunik\u00e1ciu so z\u00e1kazn\u00edkmi. Otvorene sa priznaj k svojej chybe a zd\u00f4raznite, \u017ee ka\u017ed\u00e1 kon\u0161trukt\u00edvna kritika je u\u017eito\u010dn\u00e1. To v\u00e1s rob\u00ed \u013eudsk\u00fdm a interakciu autentickou!<\/p>

#4: Nep\u00ed\u0161te 0815-odpove\u010f, zamerajte sa na modern\u00fa komunik\u00e1ciu so z\u00e1kazn\u00edkmi \u2013 individu\u00e1lne a osobne.<\/h3>

Uk\u00e1\u017ete svojim z\u00e1kazn\u00edkom, \u017ee to mysl\u00edte v\u00e1\u017ene a \u017ee im po\u010d\u00favate. Sn\u00e1\u010f ka\u017ed\u00fd u\u017e niekedy \u010d\u00edtal recenzie z\u00e1kazn\u00edkov a pri tom sa stretol aj s reakciou predajcov. Keby ste sa teraz ozvali s neosobnou, predpripravenou odpove\u010fou, niektor\u00ed \u010ditatelia by sa asi \u010dudovali, pre\u010do im tento text pripad\u00e1 tak zn\u00e1my.<\/p>

Okrem trapnosti, ke\u010f v\u00e1s pri tom prichytia, to vy\u017earuje ur\u010dit\u00fa nez\u00e1ujem o z\u00e1ujmy va\u0161ich z\u00e1kazn\u00edkov. Rad\u0161ej si teda vezmite trochu \u010dasu a reagujte na hodnotenie. Odpovedajte individu\u00e1lne a premyslene. Takto prejav\u00edte svoj z\u00e1ujem a posiln\u00edte z\u00e1kazn\u00edcku lojalitu. Na zlep\u0161enie tohto aspektu komunik\u00e1cie so z\u00e1kazn\u00edkmi m\u00f4\u017ee by\u0165 tie\u017e rozumn\u00e9 odpove\u010f si predp\u00edsa\u0165 a e\u0161te raz si ju pre\u010d\u00edta\u0165, sk\u00f4r ne\u017e ju po\u0161lete z\u00e1kazn\u00edkovi.<\/p>

#5: S odpove\u010fou to nekon\u010d\u00ed \u2013 Pustite sa do h\u013eadania probl\u00e9mov!<\/h3>

Ke\u010f ste teraz objasnili, \u017ee svojich z\u00e1kazn\u00edkov beriete v\u00e1\u017ene a chcete sa zlep\u0161i\u0165, skuto\u010dne to aj urobte! Inak p\u00f4sob\u00edte nepresved\u010divo. Mo\u017eno sa v\u00e1m p\u00e1rkr\u00e1t podar\u00ed to prekona\u0165. Ale ak sa po\u010das dlh\u0161ieho obdobia opakuj\u00fa s\u0165a\u017enosti na konkr\u00e9tny probl\u00e9m, hoci ste s\u013e\u00fabili zlep\u0161enie, z\u00e1kazn\u00edci a potenci\u00e1lni kupuj\u00faci bud\u00fa odraden\u00ed.<\/p>

Rad\u0161ej sa teda pustite do h\u013eadania probl\u00e9mov sami. P\u00fdtajte sa, \u010do presne bol probl\u00e9m, \u010di z toho vznikli n\u00e1sledn\u00e9 \u0165a\u017ekosti, kde je p\u00f4vod probl\u00e9mu a predov\u0161etk\u00fdm: Ako ho m\u00f4\u017eete vyrie\u0161i\u0165! A potom plat\u00ed: Do pr\u00e1ce! Uistite sa, \u017ee sa probl\u00e9my nebud\u00fa opakova\u0165. Preto\u017ee na \u00faspe\u0161n\u00fd biznis nesta\u010d\u00ed len zlep\u0161i\u0165 komunik\u00e1ciu so z\u00e1kazn\u00edkmi \u2013 aj v\u0161etky ostatn\u00e9 obchodn\u00e9 procesy musia by\u0165 neust\u00e1le monitorovan\u00e9 a optimalizovan\u00e9.<\/p>

Necha\u0165 zmaza\u0165 recenzie?<\/h2>

Nepr\u00edpustn\u00fa recenziu necha\u0165 zmaza\u0165 prostredn\u00edctvom predajn\u00e9ho port\u00e1lu je s\u00edce mo\u017en\u00e9, ale mus\u00ed preuk\u00e1zate\u013ene poru\u0161ova\u0165 smernice Amazonu alebo z\u00e1kony.<\/p>

Nie je teda mo\u017en\u00e9 jednoducho odstr\u00e1ni\u0165 ka\u017ed\u00fa zl\u00fa kritiku. To v\u0161ak ani nie je potrebn\u00e9. Ak produkt alebo predajca dostal v\u00fdlu\u010dne dobr\u00e9 hodnotenia, r\u00fdchlo to vyvol\u00e1va dojem, \u017ee nie v\u0161etky recenzie (alebo v najhor\u0161om pr\u00edpade: \u017eiadna recenzia) s\u00fa skuto\u010dn\u00e9. Dnes si m\u00f4\u017eete r\u00fdchlo k\u00fapi\u0165 nieko\u013eko dobr\u00fdch recenzi\u00ed, po\u017eiada\u0165 priate\u013eov, aby nap\u00edsali nie\u010do pozit\u00edvne, alebo sa rovno akt\u00edvne zapoji\u0165. Rad\u0161ej nechajte negat\u00edvne recenzie tak a nadvia\u017ete osobn\u00fd kontakt s autorom: Uk\u00e1\u017ete svojou odpove\u010fou, \u017ee ste seri\u00f3zna spolo\u010dnos\u0165, na ktor\u00fa sa va\u0161i z\u00e1kazn\u00edci m\u00f4\u017eu spo\u013eahn\u00fa\u0165.<\/p>

Z\u00e1ver: Optim\u00e1lna komunik\u00e1cia so z\u00e1kazn\u00edkmi na Amazone je d\u00f4le\u017eit\u00e1!<\/strong><\/h2>

V\u017edy vyu\u017e\u00edvajte svoje komunika\u010dn\u00e9 schopnosti priate\u013esky a profesion\u00e1lne, po\u010fakujte sa za sp\u00e4tn\u00fa v\u00e4zbu a na ka\u017edom komunika\u010dnom kan\u00e1li uk\u00e1\u017ete svojim z\u00e1kazn\u00edkom, \u017ee v\u00e1m na ich probl\u00e9moch z\u00e1le\u017e\u00ed. \u0160tandardn\u00e9 odpovede alebo proti\u00fatoky s\u00fa tu nevhodn\u00e9. Namiesto toho sa p\u00fdtajte, \u010do m\u00f4\u017eete urobi\u0165, aby ste probl\u00e9m vyrie\u0161ili k spokojnosti oboch str\u00e1n.<\/p>

Preto\u017ee ni\u010d nezni\u010d\u00ed vz\u0165ah so z\u00e1kazn\u00edkmi r\u00fdchlej\u0161ie a efekt\u00edvnej\u0161ie ako nedostato\u010dn\u00e1 schopnos\u0165 rie\u0161i\u0165 probl\u00e9my zo strany zamestnanca podpory. Ak to zlyh\u00e1va, musia predajcovia na trhu urobi\u0165 v\u0161etko pre to, aby nielen zlep\u0161ili opatrenia komunik\u00e1cie so z\u00e1kazn\u00edkmi. Preto\u017ee ako v maloobchode, schopnos\u0165 komunik\u00e1cie v rozhovore so z\u00e1kazn\u00edkom rozhoduje o tom, \u010di sa z\u00e1kazn\u00edk vr\u00e1ti alebo nie.<\/p>

Medzi\u013eudsk\u00e9 nedorozumenia v d\u00f4sledku ch\u00fdbaj\u00faceho neverb\u00e1lneho telesn\u00e9ho jazyka s\u00fa pri online komunik\u00e1cii so z\u00e1kazn\u00edkmi navy\u0161e pravdepodobnej\u0161ie. Preto si svoju spr\u00e1vu pred odoslan\u00edm e\u0161te raz pre\u010d\u00edtajte. D\u00e1vajte si pozor na svoj v\u00fdber slov a na to, aby ste komunikovali na rovnakej \u00farovni.<\/p>

Obrazov\u00e9 kredity v porad\u00ed obr\u00e1zkov: \u00a9 olly \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

\u201eAbsol\u00fatne nepou\u017eite\u013en\u00e9. Nikdy viac!\u201c Takto alebo podobne vyzeraj\u00fa negat\u00edvne recenzie niektor\u00fdch nespokojn\u00fdch z\u00e1kazn\u00edkov Amazonu, bohu\u017eia\u013e. S\u00fa frustruj\u00face \u2013 dokonca zdrcuj\u00face. A e\u0161te hor\u0161ie: Na Amazone sa zapo\u010d\u00edtavaj\u00fa do celkov\u00e9ho hodnotenia produktu. Je teda prirodzen\u00e9, \u017ee sa ako predajca chcete ozva\u0165 a br\u00e1ni\u0165 sa. Roz\u010d\u00falen\u00ed, ako m\u00f4\u017eete by\u0165 po takejto mo\u017eno aj nespravodlivo nap\u00edsanej kritike, sa<\/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":[1383],"tags":[],"class_list":["post-228192","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tipy-a-triky"],"yoast_head":"\nZlep\u0161i\u0165 komunik\u00e1ciu so z\u00e1kazn\u00edkmi: 5 najlep\u0161\u00edch tipov<\/title>\n<meta name=\"description\" content=\"Zlep\u0161i\u0165 komunik\u00e1ciu so z\u00e1kazn\u00edkmi: \u017diadny strach z negat\u00edvnych recenzi\u00ed. 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