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description."]},"beginTime":95,"endTime":238,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=95&ask_summarization=1"},{"index":2,"title":"Definition of Great Customer Service","list":{"type":"unordered","items":["Great customer service is providing positive, friendly, timely and attentive service to all customers on a consistent basis.","It goes above and beyond what the customer expects.","The aim of excellent customer service is to encourage customers to return to the business again and recommend it to their friends and family.","CRM (Customer Relationship Management) is essential to the success of any business."]},"beginTime":238,"endTime":388,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=238&ask_summarization=1"},{"index":3,"title":"Importance of Excellent Customer 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sets the tone for the remainder of their experience with the business."]},"beginTime":551,"endTime":690,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=551&ask_summarization=1"},{"index":5,"title":"İyi Müşteri Hizmeti İçin Önemli Öğeler","list":{"type":"unordered","items":["İyi müşteri hizmeti için müşterilerin sorularına hızlı yanıt vermek gerekir, tüm e-postalar 24 saat içinde cevaplanmalıdır.","Müşterilerin telefon aramalarında uzun süre bekletilmemeli, uzun bekleme durumunda müşteri numarası alınıp belirli bir zamanda tekrar aranması gerekir.","Müşterilere sorular sormak önemlidir, böylece müşterilerin ihtiyaçlarını belirleyebilir ve onlara uygun ürün veya hizmet sunabilirsiniz."]},"beginTime":697,"endTime":870,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=697&ask_summarization=1"},{"index":6,"title":"Ürün ve Hizmet Bilgisi","list":{"type":"unordered","items":["İyi müşteri hizmeti için ürün ve hizmet hakkında derinlemesine bilgiye sahip olmak gerekir.","Müşterilerin sorularına cevap veremiyorsanız, \"Bilmiyorum\" demek yerine \"Bu soruyu araştıracağım\" diyerek çözüm aramalısınız.","Ürün ve hizmetin müşterilerin sorunlarını nasıl çözeceğini ve ihtiyaçlarını nasıl karşılayacağını anlamak için iyi ürün bilgisine sahip olmak önemlidir."]},"beginTime":870,"endTime":932,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=870&ask_summarization=1"},{"index":7,"title":"Müşteri Geri Bildirimi","list":{"type":"unordered","items":["İyi müşteri hizmeti için müşterilerin geri bildirimlerini almak gerekir, bu sayede hizmet kalitesini iyileştirebilirsiniz.","Müşterilerin geri bildirimlerini not alıp takım ve yöneticilerle paylaşmalısınız, bu sayede şirket genelinde iyileştirme yapabilirsiniz.","Müşterilere geri bildirim anketi göndermek ve olumlu deneyimler için online inceleme yapmalarını istemek önemlidir, çünkü bu yeni müşteriler için güven oluşturur ve şirketin arama motorlarında sıralamasını artırır."]},"beginTime":932,"endTime":1043,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=932&ask_summarization=1"},{"index":8,"title":"Müşterilere Söylememeniz Gerekenler","list":{"type":"unordered","items":["Müşterilere \"Bu benim sorumluluğum değil\" veya \"Bu benim işim değil\" dememelisiniz.","Müşterilerin şikayetlerine \"Üzgünüm, böyle hissettiğinizi anlıyorum\" demek yerine \"Üzgünüm, böyle hissettiğinizi anlıyorum\" dememelisiniz.","Müşterilerin sorularına \"Bilmiyorum\" demek yerine \"Bu soruyu araştıracağım\" diyerek çözüm aramalısınız.","Müşterilerin şikayetlerine \"Üzgünüm, yanlış anladım\" demek yerine \"Üzgünüm, yanlış anladım\" dememelisiniz.","Müşterilerin tekrar aynı soruyu sorduğunda \"Zaten söyledim\" dememelisiniz."]},"beginTime":1043,"endTime":1118,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=1043&ask_summarization=1"},{"index":9,"title":"Müşterilere Söylemeniz Gerekenler","list":{"type":"unordered","items":["Müşterilere \"Hoş geldiniz\" veya \"Teşekkür ederim, aramayı yaptığınız için\" diyerek iyi bir bağlantı kurabilirsiniz.","Müşterilerin ihtiyaçlarını anlamak için \"Daha fazla bilgi edinmek istiyorum, size sorular sormak istiyorum\" diyebilirsiniz.","Bilmediğiniz sorulara \"Bu soru çok iyi, hemen araştıracağım\" diyerek çözüm aramalısınız.","Müşterilerin şikayetlerine \"Bu konuyu dikkatimize çektiğiniz için teşekkür ederim\" diyerek onların geri bildirimlerini değerli bulduğunuzu göstermelisiniz.","Müşterilerin şikayetlerine \"Bu durumda sizin gibi hissedeceğimi anlıyorum\" diyerek onları anlayabileceğinizi belirtmelisiniz.","Müşterilerin deneyiminin sonunda \"Teşekkür ederim, bir müşteri olarak olduğunuz için\" diyerek onları takdir etmelisiniz.","Müşterilerin ayrılmadan önce \"Bugün başka bir konuda yardım edebilir miyim?\" diye sorarak daha fazla hizmet sunabilirsiniz."]},"beginTime":1118,"endTime":1313,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=1118&ask_summarization=1"},{"index":10,"title":"Müşteri Şikayetlerini Etkili Bir Şekilde Çözme","list":{"type":"unordered","items":["Müşteri şikayetlerini etkili bir şekilde çözmek için önce müşterinin konuşmasını dinlemelisiniz.","Müşterinin durumunu anlayıp özür dilemelisiniz.","Müşterinin şikayetini anlamak için sorular sormalısınız.","Müşterinin şikayetini çözmek için hızlı bir çözüm sunmalısınız."]},"beginTime":1313,"endTime":1393,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=1313&ask_summarization=1"},{"index":11,"title":"Müşteri Şikayetlerini Yönetme Yöntemleri","list":{"type":"unordered","items":["Müşteri şikayetlerini yönetmek için yedi temel adım vardır: müşteri dinlemek, empati göstermek, sorular sorarak problemi belirlemek, çözüm üretmek, müşteri ile takip etmek, deneyimden öğrenmek ve şikayetleri kaydetmek.","Alternatif bir yöntem olan \"LAST\" yöntemi, müşteri şikayetlerini yönetmek için daha kısa ve hatırlanabilir bir yöntemdir: Listen (Dinle), Apologize (Özür Diley), Solve (Çöz), Thank (Teşekkür Et).","Bu yedi adım takip edildiğinde, memnun olmayan bir müşteri memnun ve mutlu bir müşteriye dönüşebilir ve gelecekte de şirketin müşterisi olabilir."]},"beginTime":1397,"endTime":1613,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=1397&ask_summarization=1"},{"index":12,"title":"Müşteri Hizmeti Testi","list":{"type":"unordered","items":["Müşteri hizmeti eğitimi sırasında, katılımcıların müşteri hizmeti bilgilerini test etmek için on soru sorulmaktadır.","Sorular arasında müşteri e-postalarının ne kadar hızlı cevaplanması gerektiği, CRM'nin ne anlama geldiği, iyi müşteri hizmetinin anahtar bileşenleri ve etkili iletişim becerileri gibi konular yer almaktadır.","Test sonunda, katılımcıların cevapları değerlendirilecek ve müşteri hizmeti röportajlarında kullanılacak cevaplar paylaşılacaktır."]},"beginTime":1613,"endTime":2109,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=1613&ask_summarization=1"},{"index":13,"title":"Müşteri Hizmeti Röportaj Soruları","list":{"type":"unordered","items":["Müşteri hizmeti eğitimi son bölümünde, müşteri hizmeti röportajlarında sıklıkla sorulan sorular ve cevaplar paylaşılacaktır.","Bu sorular, müşteri hizmeti mülakatlarında karşılaşılabilecek temel konuları kapsamaktadır."]},"beginTime":2109,"endTime":2112,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=2109&ask_summarization=1"},{"index":14,"title":"Müşteri Hizmetleri Röportajı İçin Tavsiyeler","list":{"type":"unordered","items":["İlk soru \"Kendinizi tanıtın\" olup, cevap verirken beceriler, nitelikler, deneyim ve müşteri hizmetleri için tutku hakkında konuşmalısınız.","Bu soruyu birkaç kez pratik etmek önemlidir çünkü röportajı olumlu ve güvenli bir şekilde başlatmanız gerekir.","Pratik yaparken arkadaş, akraba veya ayna önünde oturabilirsiniz."]},"beginTime":2118,"endTime":2164,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=2118&ask_summarization=1"},{"index":15,"title":"Başarılı Bir Cevap Örneği","list":{"type":"unordered","items":["Başarılı bir cevap örneğinde, iş tanımını inceleyerek gerekli becerileri ve nitelikleri belirttiğinizi ifade edersiniz.","Endüstrili, dikkatli ve sadık bir çalışan olarak, müşteri hizmetlerini sürekli iyileştirmeye çalışacağınızı ve müşteri şikayetlerini çözebileceğinizi belirtirsiniz.","Dışarıda aktif bir yaşam sürdüğünüzü, takım sporlarında yer aldığınızı ve bu sayede iyi bir ekip çalışması yapabileceğinizi vurgulayabilirsiniz."]},"beginTime":2164,"endTime":2232,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=2164&ask_summarization=1"},{"index":16,"title":"İkinci Soru - Neden Müşteri Hizmetleri Çalışmak İstiyorsunuz?","list":{"type":"unordered","items":["İkinci soru \"Neden müşteri hizmetleri çalışmak istiyorsunuz?\" olup, cevap verirken müşteri hizmetleri için tutku ve insanlara yardım etme isteğinizi göstermelisiniz.","Müşteri sorunlarını çözmenin keyfini, müşteri hizmetlerinden elde edeceğiniz memnuniyeti ve müşterilerinizin günlük hayatlarına olumlu bir etki yaratabileceğinizi belirtmelisiniz.","Müşteri hizmetleri işinin her gün farklı olduğunu, yaratıcı olmanız gerektiğini ve müşterilere olumlu bir fark yaratmanın verdiği memnuniyeti vurgulayabilirsiniz."]},"beginTime":2232,"endTime":2308,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=2232&ask_summarization=1"},{"index":17,"title":"Üçüncü Soru - İyi Müşteri Hizmetleri Tanımı","list":{"type":"unordered","items":["Üçüncü soru \"İyi müşteri hizmetleri tanımı nedir?\" olup, bu soru yaklaşık %90'lık bir müşteri hizmetleri röportajında sorulmaktadır.","İyi müşteri hizmetleri, müşterilerin deneyimini olumlu ve unutulmaz hale getirmek, zamanında ve dikkatli olmak ve beklentilerin üzerinde çalışmaktır.","Başarılı bir cevap örneğinde, müşteri hizmetlerinin tutarlı bir şekilde olumlu hizmet sunmak, müşterilerin gelecekte tekrar gelmesini sağlamak ve yeni müşteriler çekmek için öneriler ve olumlu yorumlar almak olduğunu belirtmelisiniz."]},"beginTime":2308,"endTime":2403,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=2308&ask_summarization=1"},{"index":18,"title":"Dördüncü Soru - Müşteri Şikayetlerini Nasıl Çözersiniz?","list":{"type":"unordered","items":["Dördüncü soru \"Müşteri şikayetlerini nasıl çözersiniz?\" olup, cevap verirken L-A-S-T (Listen, Apologize, Çöz, Teşekkür Et) yöntemini kullanmalısınız.","Bu yöntem, tüm işe alım yöneticileri tarafından en iyi müşteri şikayetleri çözümü yöntemlerinden biri olarak kabul edilmektedir.","Başarılı bir cevap örneğinde, müşterinin şikayetini dinlemek, durumu yatıştırmak, müşterinin memnuniyetini sağlayacak bir çözüm üretmek ve şikayetçinin şikayetini dile getirmesi için teşekkür etmek gerektiğini belirtmelisiniz."]},"beginTime":2403,"endTime":2466,"href":"/video/preview/17079519883167077233?parent-reqid=1769184851129108-4790651507258865878-balancer-l7leveler-kubr-yp-klg-303-BAL&text=Customer+Service&t=2403&ask_summarization=1"},{"index":19,"title":"Kurs Malzemelerinin İndirilmesi","list":{"type":"unordered","items":["Kurs malzemelerini indirmek için video sağ üst köşesindeki linki kullanabilirsiniz.","İndirilecek malzemeler arasında yaklaşık 60 slayt içeren müşteri hizmetleri eğitim kursu slaytları, eğitim kursu ses dosyası, yazılı transkript ve 21 müşteri hizmetleri röportaj sorusu ve cevapları içeren PDF kılavuzu bulunmaktadır.","Ayrıca müşteri hizmetleri değerlendirme testi ve kurs tamamlama sertifikası da 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