Skundai internete – kaip iš jų gauti naudos

skundaiVieno dalyko el. parduotuvių savininkai bijo kaip maro – skundų. Ne vienam jie yra sugadinę nervus, tačiau viskas ne taip jau blogai, kaip atrodo. Tiesiog skundai yra natūralus dalykas.

Mokslas tyrinėja tokius momentus, kaip nepasitenkinimo procentas. Jei grupei žmonių suteiksime tą pačią paslaugą, sudarysime tokias pačias darbo sąlygas ir pan., vis tiek atsiras dalis, kuriai tai bus nepriimtina. Tokie žmonės skųsis, kad jiems kažkas negerai, nors viskas padaryta taip pat, kaip ir kitiems. Nustatyta, kad 5 procentai nepasitenkinusiųjų yra normalu. Jei procentas yra didesnis, reiškia reikia sunerimti. Jei trečdalis – kažkas yra blogai ir paslaugą reikia keisti. Jei skundžiasi 90 procentų – jūsų paslauga yra afera ir žmonės tai suprato. Netrukus laukite teisėsaugos pareigūnų.

Panašų principą galima taikyti ir el. parduotuvėms. Jei 1 iš 20 klientų yra nepatenkintas aptarnavimu, preke, pristatymu, oru, šeimyniniais santykiais, nelaimingu loterijos bilietu ir tuo jus kaltina, nieko baisaus. Tai neturėtų neigiamai paveiktų jūsų elektroninio verslo. Blogiausia yra tada, kai jis parašo skundą viešai internete. Skundų puslapių liko nedaug, tačiau vis dar galima tai daryti Rekvizitai.lt portale, o taip pat ir specialiame portale Evertink.lt. Žmogus turi teisę pasipiktinti. Paslaugos tiekėjas turi teisę ir PRIEVOLĘ sureaguoti į skundus.

Štai keletas patarimų, kaip skundai internete gali būti suvaldomi ir atnešama nauda.

  1. Visada atsakykite į skundus. Nėra nieko blogiau, kaip tyla po pagrįsto skundo. Net ir po nepagrįsto reiktų kažką parašyti prisistačius oficialiais atstovais. Atrašyti kad ir paprastą frazę „Apgailestaujame, kad esate nepatenkinti mūsų paslaugomis. Ištirsime jūsų atvejį ir imsimės visų priemonių, kad problemos būtų išspręstos, o kaltininkai sulauktų pelnytos bausmės“.
  2. Neužgauliokite skundikų viešai. Bet kokia gynyba žeminant žmogų susilauks dešimteriopos reakcijos. Neigiamos, žinoma. Kiti į diskusiją prisijungs jau tik „paloti“ ant jūsų bendravimo manieros, o taip skundų puslapis prisipildys dar daugiau neigiamos informacijos. Jums to tikrai nereikia.
  3. Po skundo, teigiami atsiliepimai. Jei gavote skundą, pasirūpinkite, kad po jo eitų keli teigiami atsiliepimai. Tai nėra sunku, tik reiktų išlaikyti jų publikavimo „atstumą“. Jei teigiami atsiliepimai bus parašyti per kelias dienas – akivaizdu, kad juos nusipirkote. To interneto komentuotojai niekada neatleis.
  4. Pasirodykite, kokie esate „geriečiai“. Padovanokite 5 eurų kuponą kitam pirkiniui tam skundikui ir apie tai parašykite po skundu. Taip ir kitiems parodysite, kad rūpinatės savo nelabai gerai aptarnautais klientais, dovanojate jiems dovanas. Jūs labai geri. Net jei tas pats skundikas ir toliau spjaudysis rūgštimi, kitiems parodysite, kad padarėte gerą darbą ir darysite juos toliau.
  5. Diskusiją pasiūlykite perkelti į privačią erdvę. Jei matote, kad į jūsų komentarą po skundu ateina dar vienas ir dar vienas, pasiūlykite perkelti diskusiją iš viešos vietos į privačią, kad galėtumėte viską išspręsti. Taip užkirsite kelią galimam neigiamų komentarų plitimui.

Kokia viso to nauda? Skundai parodys kitiems žmonėms, kad sprendžiate problemas ir esate patikima el. parduotuvė. Taip. Laiko tai užims, tačiau reputacija – svarbiau. Aišku, skundus galima paslėpti užsisakius papildomas SEO paslaugas, kai skundų puslapis nustumiamas į 11 poziciją paieškoje iškeliant į pirmas vietas teigiamus straipsnius žiniasklaidoje ir verslo katalogų puslapius. Bet kuriuo atveju su skundais tvarkykitės drąsiai.

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