{"id":17869,"date":"2018-06-13T05:21:05","date_gmt":"2018-06-13T03:21:05","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=17869"},"modified":"2024-09-12T14:34:23","modified_gmt":"2024-09-12T12:34:23","slug":"3-lepes-a-jobb-ugyfelelmeny-kezeleshez","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/3-lepes-a-jobb-ugyfelelmeny-kezeleshez\/","title":{"rendered":"3 l\u00e9p\u00e9s a jobb \u00fcgyf\u00e9l\u00e9lm\u00e9ny-kezel\u00e9shez az \u00fcgyf\u00e9lszolg\u00e1laton"},"content":{"rendered":"

Mit tudsz az \u00fcgyf\u00e9l\u00e9lm\u00e9ny-menedzserekr\u0151l? Ez egyre n\u00e9pszer\u0171bb poz\u00edci\u00f3 a v\u00e1llalatokn\u00e1l, de jellemz\u0151en nem az \u00fcgyf\u00e9lszolg\u00e1laton. Mit is csin\u00e1l egy ilyen menedzser? \u00c9s hogyan seg\u00edthet a jobb szolg\u00e1ltat\u00e1sny\u00fajt\u00e1sban?<\/p>\n

Mivel \u00fcgyf\u00e9lsiker-menedzserk\u00e9nt dolgozom a TOPdeskn\u00e9l, szeretn\u00e9k megosztani n\u00e9h\u00e1ny hasznos inform\u00e1ci\u00f3t a t\u00e9m\u00e1r\u00f3l! N\u00e9zz\u00fcnk n\u00e9h\u00e1ny m\u00f3dot arra, hogyan jav\u00edthat\u00f3 az \u00fcgyf\u00e9l\u00e9lm\u00e9ny az \u00fcgyf\u00e9lszolg\u00e1laton bel\u00fcl, az eddigi tapasztalataink alapj\u00e1n. El\u0151sz\u00f6r azonban n\u00e9h\u00e1ny gyors alapinform\u00e1ci\u00f3.<\/p>\n

F\u00f3kuszban az \u00fcgyf\u00e9l\u00e9lm\u00e9ny<\/h3>\n

A TOPdeskn\u00e9l mindig arra t\u00f6reksz\u00fcnk, hogy szorosabb kapcsolatokat \u00e9p\u00edts\u00fcnk ki \u00fcgyfeleinkkel. Ez r\u00e9szben \u00fagy t\u00f6rt\u00e9nik, hogy biztos\u00edtjuk, hogy a szoftver\u00fcnk mindig a legkorszer\u0171bb legyen. De manaps\u00e1g ez m\u00e1r nem el\u00e9g. Itt kezd\u0151dik az \u00e9n munk\u00e1m \u00fcgyf\u00e9lszolg\u00e1lati menedzserk\u00e9nt: biztos\u00edtom, hogy \u00fcgyfeleink a lehet\u0151 legjobb TOPdesk-\u00e9lm\u00e9nyt kapj\u00e1k.<\/p>\n

Mi\u00e9rt osztom meg ezt veled? Mert sz\u00e1munkra is hihetetlen\u00fcl fontos az \u00fcgyfelek sikere, csak\u00fagy, mint a te \u00fcgyf\u00e9lszolg\u00e1latodnak. M\u00e9g ha nem is haszn\u00e1lod a “customer success management” kifejez\u00e9st, \u00e9rt\u00e9kes tanuls\u00e1gokat vonhatsz le abb\u00f3l, amit mi csin\u00e1lunk.<\/p>\n

Ahhoz, hogy jobb szolg\u00e1ltat\u00e1sokat ny\u00fajts, tudnod kell, mit szeretne az \u00fcgyf\u00e9l, \u00e9s hogyan \u00e9p\u00edthetsz sikeres \u00fcgyf\u00e9lkapcsolatokat. A TOPdeskn\u00e9l a k\u00f6vetkez\u0151 h\u00e1rom l\u00e9p\u00e9st alkalmazzuk:<\/p>\n

1. tipp: \u00dcgyf\u00e9lutak felt\u00e9rk\u00e9pez\u00e9se<\/h3>\n

Ha a lehet\u0151 legjobb \u00e9lm\u00e9nyt akarod ny\u00fajtani \u00fcgyfeleidnek, el\u0151sz\u00f6r meg kell ismerned \u0151ket. Ford\u00edts figyelmet az \u00fcgyf\u00e9lutakra. Az \u201e\u00fat\u201d minden olyan \u00e9lm\u00e9nyre utal, amit az \u00fcgyf\u00e9l az \u00fcgyf\u00e9lszolg\u00e1lattal val\u00f3 kapcsolat sor\u00e1n szerez. P\u00e9ld\u00e1ul hibajegyek l\u00e9trehoz\u00e1sa vagy a megold\u00e1sra val\u00f3 v\u00e1rakoz\u00e1s. Mit tehetsz az \u00fat optimaliz\u00e1l\u00e1sa \u00e9rdek\u00e9ben?<\/p>\n

Itt olvashatsz m\u00e9g t\u00f6bbet az \u00fcgyf\u00e9lutakr\u00f3l a koll\u00e9g\u00e1m, Wes k\u00e9t r\u00e9szes blogbejegyz\u00e9s\u00e9nek els\u0151 r\u00e9sz\u00e9ben.<\/a><\/p>\n

A TOPdeskn\u00e9l p\u00e9ld\u00e1ul a t\u00e1mogat\u00e1si folyamatot vizsg\u00e1ltuk meg, minden lehets\u00e9ges interakci\u00f3t az \u00fcgyfeleinkkel, \u00e9s folyamatosan jav\u00edtjuk az \u00e9lm\u00e9nyeket. Elemz\u00e9seket k\u00e9sz\u00edtett\u00fcnk az \u00fcgyf\u00e9l \u00fatj\u00e1r\u00f3l a szerz\u0151d\u00e9s al\u00e1\u00edr\u00e1sa ut\u00e1n, hogy a lehet\u0151 legkedvez\u0151bb bel\u00e9ptet\u00e9si \u00e9lm\u00e9nyt biztos\u00edthassuk.<\/p>\n

2. tipp: Tal\u00e1ld meg az \u00e9rintkez\u00e9si pontokat<\/h3>\n

Az \u00fcgyf\u00e9lutak c\u00e9lja, hogy minden \u00e9rintkez\u00e9si pontot optimaliz\u00e1lhass. Sz\u00e1munkra ez egy \u00fcgyf\u00e9lszolg\u00e1lati h\u00edv\u00e1st jelenthet, ak\u00e1r \u00faj modulokr\u00f3l, szerz\u0151d\u00e9shosszabb\u00edt\u00e1sr\u00f3l \u2013 vagy m\u00e1s t\u00e9m\u00e1r\u00f3l. Az \u00fcgyf\u00e9lszolg\u00e1latok eset\u00e9ben ez b\u00e1rmi lehet a v\u00e1llalati szint\u0171 e-mailekt\u0151l az \u00f6sszetett v\u00e1ltoz\u00e1si elj\u00e1r\u00e1sokig.<\/p>\n

A l\u00e9nyeg az, hogy az \u00fcgyfelek szemsz\u00f6g\u00e9b\u0151l n\u00e9zd a dolgokat, \u00e9s tedd fel magadnak a k\u00e9rd\u00e9st: \u201eHogyan l\u00e1tnak minket ezen a ponton?\u201d<\/p>\n

Az \u00e9rintkez\u00e9si pontok elemz\u00e9s\u00e9ben az a j\u00f3, hogy mindegyikb\u0151l fontos \u00fcgyf\u00e9linform\u00e1ci\u00f3kat szerezhetsz. P\u00e9ld\u00e1ul belem\u00e9lyedhetsz a hibajegylez\u00e1r\u00e1si adatokba, \u00e9s elemezheted a visszat\u00e9r\u0151 t\u00e9m\u00e1kat az \u00fcgyf\u00e9lvisszajelz\u00e9sekben.<\/p>\n

3. tipp: Besz\u00e9lj k\u00f6zvetlen\u00fcl az \u00fcgyfeleiddel<\/h3>\n

El\u0151zm\u00e9nyadatokkal \u00e9s inform\u00e1ci\u00f3kkal felv\u00e9rtezve kapcsolatba l\u00e9phetsz \u00fcgyfeleiddel, \u00e9s megk\u00e9rdezheted \u0151ket, hogy \u0151k mit jav\u00edtan\u00e1nak a kapcsolattart\u00e1si \u00e9lm\u00e9nyekben. Szervezhetsz f\u00f3kuszcsoportokat vagy k\u00e9sz\u00edthetsz felm\u00e9r\u00e9seket \u2013 p\u00e9ld\u00e1ul a Surveymonkey<\/a> seg\u00edts\u00e9g\u00e9vel. De a legjobb a szem\u00e9lyes kapcsolat. Ez adja a legr\u00e9szletesebb visszajelz\u00e9st.<\/p>\n

A TOPdeskn\u00e9l tal\u00e1lkoz\u00f3t szervezt\u00fcnk egy felhaszn\u00e1l\u00f3i k\u00f6z\u00f6ss\u00e9ggel \u00c9szak-Hollandi\u00e1ban. Ide\u00e1lis volt, mert k\u00fcl\u00f6nb\u00f6z\u0151 \u00fcgyfeleket hozott \u00f6ssze k\u00fcl\u00f6nb\u00f6z\u0151 \u00e1gazatokb\u00f3l, \u00edgy v\u00e1ltozatos visszajelz\u00e9seket kaptunk. Sokat tanultunk p\u00e9ld\u00e1ul a kapcsolattart\u00e1si csatorn\u00e1kr\u00f3l \u00e9s az \u00faj tud\u00e1smegoszt\u00e1si lehet\u0151s\u00e9gekr\u0151l.<\/p>\n

Ha te is f\u00f3kuszcsoportot ind\u00edtasz, remek \u00f6tlet, ha k\u00fcl\u00f6nb\u00f6z\u0151 r\u00e9szlegekb\u0151l \u00e9s korcsoportokb\u00f3l h\u00edvsz \u00fcgyfeleket. P\u00e9ld\u00e1ul a fels\u0151oktat\u00e1sban egy id\u0151s\u00f6d\u0151 professzor teljesen m\u00e1s ig\u00e9nyeket \u00e9s elv\u00e1r\u00e1sokat t\u00e1maszthat, mint egy els\u0151\u00e9ves di\u00e1k, de mindkett\u0151nek ugyan\u00fagy kiv\u00e1l\u00f3 szolg\u00e1ltat\u00e1st kell ny\u00fajtani.<\/p>\n

Tov\u00e1bbi inform\u00e1ci\u00f3 az \u00fcgyf\u00e9l\u00e9lm\u00e9nyekr\u0151l<\/h3>\n

Tudj meg t\u00f6bbet arr\u00f3l, hogyan jav\u00edthatod az \u00fcgyf\u00e9l\u00e9lm\u00e9nyt! \u00cdrtunk r\u00f3la egy k\u00f6nyvet! T\u00f6ltsd le az \u00dcgyf\u00e9lk\u00f6zpont\u00fas\u00e1g a gyakorlatban<\/a> c\u00edm\u0171 e-bookunkat, \u00e9s ismerd meg a legjobb tippeket \u00e9s tr\u00fckk\u00f6ket a kiv\u00e1l\u00f3 szolg\u00e1ltat\u00e1sny\u00fajt\u00e1shoz.<\/p>\n","protected":false},"excerpt":{"rendered":"

Mit tudsz az \u00fcgyf\u00e9l\u00e9lm\u00e9ny-menedzserekr\u0151l? Ez egyre n\u00e9pszer\u0171bb poz\u00edci\u00f3 a v\u00e1llalatokn\u00e1l, de jellemz\u0151en nem az \u00fcgyf\u00e9lszolg\u00e1laton. Mit is csin\u00e1l egy ilyen menedzser? \u00c9s hogyan seg\u00edthet a jobb szolg\u00e1ltat\u00e1sny\u00fajt\u00e1sban? Mivel \u00fcgyf\u00e9lsiker-menedzserk\u00e9nt dolgozom a TOPdeskn\u00e9l, szeretn\u00e9k megosztani n\u00e9h\u00e1ny hasznos inform\u00e1ci\u00f3t a t\u00e9m\u00e1r\u00f3l! N\u00e9zz\u00fcnk n\u00e9h\u00e1ny m\u00f3dot arra, hogyan jav\u00edthat\u00f3 az \u00fcgyf\u00e9l\u00e9lm\u00e9ny az \u00fcgyf\u00e9lszolg\u00e1laton bel\u00fcl, az eddigi tapasztalataink alapj\u00e1n. El\u0151sz\u00f6r<\/p>\n","protected":false},"author":379,"featured_media":17872,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-17869","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\n3 l\u00e9p\u00e9s a jobb \u00fcgyf\u00e9l\u00e9lm\u00e9ny-kezel\u00e9shez az \u00fcgyf\u00e9lszolg\u00e1laton | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Jav\u00edtsd az \u00fcgyf\u00e9l\u00e9lm\u00e9nyt: \u00fcgyf\u00e9lutak felt\u00e9rk\u00e9pez\u00e9se, \u00e9rintkez\u00e9si pontok optimaliz\u00e1l\u00e1sa, \u00e9s k\u00f6zvetlen besz\u00e9lget\u00e9s az \u00fcgyfelekkel.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.com\/hu\/blog\/3-lepes-a-jobb-ugyfelelmeny-kezeleshez\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 l\u00e9p\u00e9s a jobb \u00fcgyf\u00e9l\u00e9lm\u00e9ny-kezel\u00e9shez az \u00fcgyf\u00e9lszolg\u00e1laton\" \/>\n<meta property=\"og:description\" content=\"Jav\u00edtsd az \u00fcgyf\u00e9l\u00e9lm\u00e9nyt: \u00fcgyf\u00e9lutak felt\u00e9rk\u00e9pez\u00e9se, \u00e9rintkez\u00e9si pontok optimaliz\u00e1l\u00e1sa, \u00e9s k\u00f6zvetlen besz\u00e9lget\u00e9s az \u00fcgyfelekkel.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.topdesk.com\/hu\/blog\/3-lepes-a-jobb-ugyfelelmeny-kezeleshez\/\" \/>\n<meta property=\"og:site_name\" content=\"T3 TOPdesk - HU\" \/>\n<meta property=\"article:publisher\" 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