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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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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=1769663820627065-15329268966212874647-balancer-l7leveler-kubr-yp-klg-72-BAL&text=Service+Training+Academy&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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