{"id":5180,"date":"2026-05-15T07:00:00","date_gmt":"2026-05-15T04:00:00","guid":{"rendered":"https:\/\/kaanugrasiz.com\/?p=5180"},"modified":"2026-08-04T13:29:07","modified_gmt":"2026-08-04T10:29:07","slug":"complaint-management","status":"publish","type":"post","link":"https:\/\/kaanugrasiz.com\/tr\/complaint-management.html","title":{"rendered":"\u015eikayet y\u00f6netimi ve ileti\u015fiminde neyi g\u00f6zden ka\u00e7\u0131r\u0131yoruz?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Bir <strong>\u00fcr\u00fcnle ya da hizmetle ilgili \u015fikayet<\/strong> ald\u0131\u011f\u0131nda genellikle savunmaya ge\u00e7ilir, bahane \u00fcretmek daha kolay bir \u00e7\u0131k\u0131\u015f yolu olarak g\u00f6r\u00fcl\u00fcr ve konudan uzakla\u015f\u0131lman\u0131n yollar\u0131 aran\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Sorun bizden kaynaklanm\u0131yor, asl\u0131nda durum b\u00f6yle de\u011fil.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bahaneleri bir kenara b\u0131rak.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayet, bir <strong>m\u00fc\u015fterinin markayla kurdu\u011fu ba\u011f\u0131n zay\u0131flad\u0131\u011f\u0131n\u0131<\/strong> \u2013 fakat tam olarak kopmad\u0131\u011f\u0131n\u0131 \u2013&nbsp; g\u00f6steren \u00f6nemli bir i\u015faret olarak alg\u0131lanmal\u0131 ve do\u011fru \u015fekilde ele al\u0131nmal\u0131d\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u0130yi bir <strong>\u015fikayet y\u00f6netimi<\/strong> hem markan\u0131n m\u00fc\u015fteriyle aras\u0131ndaki y\u0131pranm\u0131\u015f ba\u011f\u0131 onarmak, hem <strong>ili\u015fkileri g\u00fc\u00e7lendirmek<\/strong> hem de \u00fcr\u00fcn ve hizmetleri geli\u015ftirmek i\u00e7in f\u0131rsat sunar.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayet eden m\u00fc\u015fteri, size sisteminizdeki \u00e7atla\u011f\u0131 g\u00f6steren, g\u00f6n\u00fcll\u00fcl\u00fck esas\u0131na g\u00f6re \u00e7al\u0131\u015fan bir dan\u0131\u015fman gibidir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00dcr\u00fcn\u00fcn nas\u0131l ve neden bozuldu\u011funu, ona sunulan hizmetin nerede aksad\u0131\u011f\u0131n\u0131 do\u011frudan s\u00f6yler.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Marka, m\u00fc\u015fteriden gelen geri bildirimleri bahane \u00fcreterek heba etmek yerine <strong>\u00fccretsiz elde edilmi\u015f izinli veri<\/strong> olarak kabul etmeyi ba\u015far\u0131rsa, geli\u015fim de beraberinde gelecektir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u015eikayet y\u00f6netiminde \u201cg\u00f6r\u00fcnmez\u201d engeller<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayetlerle ilgili <strong>fark\u0131nda olmak gereken en \u00f6nemli \u015fey<\/strong>, \u015fikayetin yaln\u0131zca <strong>teknik memnuniyetsizli\u011fin bir d\u0131\u015fa vurumu<\/strong> olarak g\u00f6r\u00fclmemesi gerekti\u011fi.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pek \u00e7ok \u015firket, <strong>\u015fikayet y\u00f6netimlerindeki en b\u00fcy\u00fck hata<\/strong>y\u0131 daha bu a\u015famada, <strong>\u015fikayetin mekanik k\u0131sm\u0131na odaklan<\/strong>arak yap\u0131yor.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bir m\u00fc\u015fteri bir \u00fcr\u00fcn ya da hizmetle ilgili \u015fikayetini dile getirdi\u011finde markalar \u00e7o\u011funlukla \u201c<strong>neden b\u00f6yle oldu<\/strong>\u201cnun yan\u0131t\u0131n\u0131 aramaya odaklan\u0131yor.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Halbuki <strong>m\u00fc\u015fterinin \u00f6ncelikli beklentisi<\/strong> \u00fcr\u00fcnle ilgili \u015fikayetin olu\u015fma mekanizmas\u0131 de\u011fil <strong>anla\u015f\u0131lmak<\/strong>t\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">M\u00fc\u015fteriye <strong>ya\u015fad\u0131\u011f\u0131 sorunla ilgili<\/strong> ne kadar mant\u0131kl\u0131 a\u00e7\u0131klama yap\u0131l\u0131rsa yap\u0131ls\u0131n, o anda teknik k\u0131lavuzda yazan \u015feylerle ilgilenmez. Duygusal olarak tatmin edilmedi\u011fi s\u00fcrece duydu\u011fu her \u015fey hikaye gibi gelir ve marka bir <strong>bahane<\/strong> \u00fcreticisi haline gelir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayet y\u00f6netimindeki <strong>ba\u015far\u0131n\u0131n bir numaral\u0131 kural\u0131,<\/strong> m\u00fc\u015fteriyi <strong>savunmaya ge\u00e7meden<\/strong> ve herhangi bir<strong> yarg\u0131ya varmadan dinleyebilmek<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Empati bar\u0131nd\u0131ran bu <strong>aktif dinleme s\u00fcreci<\/strong> i\u015fletilmedi\u011finde, m\u00fc\u015fterinin <strong>\u015fikayetini \u00e7\u00f6zsen bile<\/strong> m\u00fc\u015fteri onunla ilgilenilmedi\u011fi ve ba\u015ftan sav\u0131ld\u0131\u011f\u0131 hissiyle ba\u015f ba\u015fa kalabilir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Dinleme eylemi, <\/strong>birisi bir \u015feyi anlat\u0131rken yaln\u0131zca kar\u015f\u0131s\u0131nda susmak demek de\u011fildir; duygular\u0131 anlamak ve ya\u015fad\u0131\u011f\u0131 deneyimi alg\u0131lamay\u0131 da kapsar.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>M\u00fc\u015fterinin bekledi\u011fi \u015fey<\/strong> hatas\u0131zl\u0131k de\u011fil birinin, elindeki \u00fcr\u00fcnle ya\u015fad\u0131\u011f\u0131 sorunla ilgili <strong>sorumluluk ald\u0131\u011f\u0131n\u0131 g\u00f6rmek<\/strong>tir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">M\u00fc\u015fteri o anda&nbsp; elinde olan bozuk \u00fcr\u00fcnden ziyade, <strong>\u00fcr\u00fcnle ba\u015f ba\u015fa kald\u0131\u011f\u0131nda hissetti\u011fi<\/strong> <em>\u00e7aresizlik<\/em> veya <em>aldat\u0131lm\u0131\u015fl\u0131k<\/em> hissinin giderilmesini bekler.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u015eikayet y\u00f6netimi marka itibar\u0131yla ili\u015fkilidir<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u015eikayet ileti\u015fimi marka itibar\u0131yla ili\u015fkilidir.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">M\u00fc\u015fteriden gelen her \u015fikayet markaya rasyonel bir veri sunmaz.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bug\u00fcnlerde her \u015fey art\u0131k \u00e7ok pahal\u0131 ve insanlar sat\u0131n ald\u0131klar\u0131 bir \u00fcr\u00fcn ya da hizmetle ilgili bir hayal k\u0131r\u0131kl\u0131\u011f\u0131 ya\u015fad\u0131\u011f\u0131nda bunu bir olayla ili\u015fkilendirir, fakat duygusal olarak girdikleri derin beklentinin kar\u015f\u0131lanmamas\u0131ndan bahseder. Yani \u00f6nemsenmedi\u011fini d\u00fc\u015f\u00fcn\u00fcr.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Marka ad\u0131na ileti\u015fim kuran birimlerin g\u00f6zden ka\u00e7\u0131rd\u0131\u011f\u0131 \u015fey, problem \u00e7\u00f6z\u00fcm\u00fcn\u00fcn duygusal yan\u0131. Duygularla ilgili sorunlar\u0131 \u00e7\u00f6zmek m\u00fc\u015fteriyle marka aras\u0131ndaki ili\u015fkiyi de onarman\u0131n en basit yollar\u0131ndan biridir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayet y\u00f6netimini bir tamirat olarak g\u00f6rmemek gerekir, do\u011frudan marka itibar\u0131n\u0131n y\u00f6netimiyle alakal\u0131d\u0131r.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">M\u00fc\u015fteri sadece kulakla de\u011fil sa\u011fduyuyla dinlendi\u011finde, o \u015fikayet sadece \u00e7\u00f6z\u00fclmekle kal\u0131nmaz, m\u00fc\u015fterinin markaya olan ba\u011fl\u0131l\u0131\u011f\u0131&nbsp; da eskisinden daha g\u00fc\u00e7l\u00fc hale getirilebilir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u015eikayet y\u00f6netiminde h\u0131z tutkusu<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Dijital ileti\u015fim imkanlar\u0131n\u0131n son derece yayg\u0131n oldu\u011fu g\u00fcn\u00fcm\u00fczde, markalar<strong> \u015fikayet ileti\u015fimiyle ilgili s\u00fcre bazl\u0131 performans g\u00f6stergeleri<\/strong>ni kullanmaya ba\u015flad\u0131 ve bunlarla \u00f6v\u00fcn\u00fcyorlar.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">H\u0131z r<strong>ekabet a\u00e7\u0131s\u0131ndan \u00f6nemli ve dikkat \u00e7ekici bir avantaj<\/strong> olabilir, fakat h\u0131zl\u0131 olmak \u015fikayet y\u00f6netiminde her zaman avantaj sa\u011flamayabilir. <strong>Bir \u015fikayete h\u0131zl\u0131 yan\u0131t vermek her zaman do\u011fru yan\u0131t vermek demek de\u011fildir.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Kendini bir m\u00fc\u015fteri olarak d\u00fc\u015f\u00fcn. Elinde bir \u00fcr\u00fcn var ve bunula bir sorun ya\u015f\u0131yorsun.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ya\u015fad\u0131\u011f\u0131n sorunu t\u00fcm detaylar\u0131yla ve duygusal y\u00fck\u00fcyle marka taraf\u0131na aktar\u0131yorsun ve kar\u015f\u0131s\u0131nda saniyeler i\u00e7inde <em>Talebiniz al\u0131nm\u0131\u015ft\u0131r, en k\u0131sa s\u00fcrede d\u00f6nece\u011fiz<\/em> \u015feklindeki otomatize edilmi\u015f jenerik yan\u0131t \u00e7\u0131k\u0131yor.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ne d\u00fc\u015f\u00fcn\u00fcrs\u00fcn?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Otomatize edilmi\u015f jenerik yan\u0131tlar<\/strong> \u015fikayet y\u00f6netimini iyile\u015ftirmek i\u00e7in kesin \u00e7\u00f6z\u00fcm de\u011fil; bir <strong>ba\u015ftan savma<\/strong> belirtisi.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>H\u0131zl\u0131 robotik yan\u0131tlar ve ruhsuz haz\u0131r \u015fablonlar,<\/strong> m\u00fc\u015fterinin ya\u015fad\u0131\u011f\u0131 olumsuz deneyimi hafifletmek yerine, onun markadan daha fazla so\u011fumas\u0131na neden oluyor.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayetleri y\u00f6netiminde odaklanmak gereken \u015fey <strong>h\u0131zl\u0131 olmaktansa ger\u00e7ek \u00e7\u00f6z\u00fcm\u00fc samimi bir \u015fekilde \u00fcretebilmek<\/strong> olmal\u0131d\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sorun ya\u015fayan m\u00fc\u015fteri o anda h\u0131zl\u0131 olmay\u0131 beklemez, duygusal temas kurabiliyor mu, ona bakar.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u201c\u015eikayet y\u00f6netimi\u201d kavram\u0131n\u0131 do\u011fru anlamak ve alg\u0131lamak<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayetlerle ilgili raporlarda, hatta online \u015fikayet platformlar\u0131nda <strong>\u00f6ne \u00e7\u0131kan KPI\u2019ler<\/strong> genellikle say\u0131lar.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00d6rne\u011fin,&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u015eirketimiz hakk\u0131nda bu ay 100 \u015fikayet geldi, 87 tanesini \u00e7\u00f6zd\u00fck.<\/li>\n\n\n\n<li>87 \u015fikayetin 81 tanesinin ilk yan\u0131t verme h\u0131z\u0131 ilk on be\u015f dakika i\u00e7inde.<\/li>\n\n\n\n<li>81 \u015fikayetin 79 tanesine yetmi\u015f iki saat i\u00e7inde geri d\u00f6n\u00fc\u015f yapt\u0131k.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Bu tablo <strong>operasyonun h\u0131z\u0131yla ilgili veri<\/strong> sa\u011fl\u0131yor, fakat <strong>deneyimin kalitesiyle ilgili<\/strong> somut bir veri yok. Hangi \u00fcr\u00fcnler ya da hizmetlerle ilgili \u015fikayet al\u0131nd\u0131\u011f\u0131n\u0131, \u00fcr\u00fcnle ilgili hangi deneyim an\u0131nda neyin k\u0131r\u0131ma u\u011frad\u0131\u011f\u0131n\u0131 anlatm\u0131yor.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Yani <strong>yaln\u0131zca sonuca odakl\u0131<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">87 \u015fikayeti \u00e7\u00f6zm\u00fc\u015f olmak, o 87 ki\u015finin<strong> tamam\u0131n\u0131n markaya olan g\u00fcveninin geri kazand\u0131\u011f\u0131<\/strong> anlam\u0131na gelmez. Fakat dosyalar muhtemelen kapanm\u0131\u015ft\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Kullan\u0131c\u0131lar\u0131n \u00fcr\u00fcnle olan yolculuklar\u0131n\u0131 daha iyi anlay\u0131p <strong>deneyim esnas\u0131nda ya\u015fanan k\u0131r\u0131l\u0131m noktalar\u0131n\u0131 daha iyi anlaman\u0131n yolu<\/strong>, \u015fikayet y\u00f6netimini istatistiksel bir veri setinden \u00e7\u0131kar\u0131p hikaye olarak ele almaktan ge\u00e7iyor olabilir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Her \u015fikayet, yolculukta kar\u015f\u0131la\u015f\u0131lan bir engeldir<\/strong> ve \u015fikayetleri iyi bir \u015fekilde analiz etmek sorunun yaln\u0131zca <strong>ne<\/strong> oldu\u011funa de\u011fil, <strong>nas\u0131l olu\u015ftu\u011funa<\/strong> ve <strong>neden ya\u015fand\u0131\u011f\u0131na<\/strong> odaklan\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u015eikayetle ilgili bir yol haritas\u0131 olu\u015fturmak<\/strong>, \u015fikayeti yaln\u0131zca \u00e7\u00f6z\u00fcme ula\u015ft\u0131rmay\u0131 de\u011fil, gelecekte meydana gelebilecek benzer \u015fikayetleri de ba\u015far\u0131yla y\u00f6netmeyi, \u00e7\u00f6z\u00fcm s\u00fcresini k\u0131saltmay\u0131 ve \u00e7\u00f6z\u00fcm\u00fc h\u0131zland\u0131rmay\u0131, m\u00fc\u015fteri memnuniyetini g\u00fc\u00e7lendirmeyi sa\u011flayabilir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u015eikayetleri f\u0131rsata \u00e7evirmek<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayetler tats\u0131z g\u00f6r\u00fcnebilir, fakat bir m\u00fc\u015fteri bir \u00fcr\u00fcnle ilgili \u015fikayetini dile getiriyorsa, asl\u0131nda markayla ve \u00fcr\u00fcnle hala ilgileniyor demektir. O m\u00fc\u015fterinin g\u00f6z\u00fcnde <strong>markan\u0131n hala bir f\u0131rsat\u0131 var<\/strong> diyebiliriz.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u015eikayet markaya bir <strong>iyile\u015fme \u015fans\u0131<\/strong> tan\u0131r.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bir marka i\u00e7in<strong> en riskli ve geri d\u00f6n\u00fc\u015f ihtimali d\u00fc\u015f\u00fck olan davran\u0131\u015f<\/strong> ise sessizce gidenler.&nbsp; Sessizce giden bir m\u00fc\u015fteri k\u00f6pr\u00fcleri tamamen yakm\u0131\u015f olabilir ve o m\u00fc\u015fteriyi geri d\u00f6nd\u00fcrme ihtimali zordur.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Yeni m\u00fc\u015fteri edinim maliyetinin m\u00fc\u015fteriyi elde tutma maliyetinden daha y\u00fcksek oldu\u011funu d\u00fc\u015f\u00fcn\u00fcrsek\u2026<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Markalar\u0131n \u00e7o\u011fu i\u00e7in <strong>\u015fikayet eden ki\u015fi ayn\u0131 zamanda \u201csorun \u00e7\u0131karan\u201d ki\u015fiyken<\/strong>, bu ki\u015filerin asl\u0131nda markay\u0131 d\u00f6n\u00fc\u015ft\u00fcrenler oldu\u011fu ve marka i\u00e7in ayna vazifesi g\u00f6rd\u00fc\u011f\u00fc unutulmamal\u0131.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Yani m\u00fc\u015fteriler, \u015fikayet mekanizmas\u0131n\u0131 kullanarak markaya, <strong>operasyonel k\u00f6rl\u00fck nedeniyle g\u00f6remedi\u011fi \u00e7atlaklar\u0131, aksakl\u0131klar\u0131 ve vaat edilenle sunulanlar\u0131n aras\u0131ndaki u\u00e7urumu<\/strong> g\u00f6sterirler.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u015eikayetleri dinlemek;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Konfor alan\u0131ndan \u00e7\u0131kmakt\u0131r.<\/li>\n\n\n\n<li>\u00c7evik davranmaya te\u015fvik eder.<\/li>\n\n\n\n<li>\u00dcr\u00fcnlerin ger\u00e7ek d\u00fcnyadaki performans\u0131n\u0131 anlamay\u0131 sa\u011flar.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Markalar \u015fikayet eden <strong>m\u00fc\u015fterileri yaln\u0131zca kaybetmemek i\u00e7in de\u011fil<\/strong> \u00f6\u011frenmek i\u00e7in de dinlemeli. \u00c7\u00fcnk\u00fc bir \u00fcr\u00fcnle ilgili <strong>\u015fikayet asl\u0131nda markay\u0131 ele\u015ftirmek de\u011fil<\/strong> onu de\u011fi\u015ftirmeyi, d\u00f6n\u00fc\u015ft\u00fcrmeyi ve geli\u015ftirmeyi de sa\u011flar.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2026<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Baz\u0131 markalar \u015fikayetlerden kaynaklanan <strong>krizleri g\u00f6r\u00fcnmez k\u0131lmaya \u00e7al\u0131\u015f\u0131yor<\/strong>. Yani var\u0131lmak istenilen yer <strong>m\u00fc\u015fteri memnuniyeti de\u011fil<\/strong> olumsuz imaj\u0131n&nbsp; yay\u0131l\u0131m\u0131n\u0131 engellemek.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bunun temel nedeni de <strong>m\u00fc\u015fteriyi elden ka\u00e7\u0131rmama<\/strong> refleksi.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Markalar \u015fikayetleri <strong>\u00f6\u011fremek i\u00e7in<\/strong> dinlemeli ve stratejilerini buna g\u00f6re kurmal\u0131.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sadece \u015fikayet ileti\u015fimi i\u00e7in s\u00f6ylemiyorum; <strong>krizin \u00fcst\u00fcn\u00fc \u00f6rtmek k\u0131sa vadede i\u015fe yarayabilir,<\/strong> fakat uzun vadede markan\u0131n g\u00fcvenilirli\u011fini a\u015f\u0131nd\u0131ran bir yakla\u015f\u0131m.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00d6zellikle i\u00e7inde bulundu\u011fumuz \u00e7a\u011fda <strong>itibar\u0131n temel ta\u015flar\u0131ndan biri \u015feffafl\u0131k<\/strong>. Dolay\u0131s\u0131yla markay\u0131 g\u00fc\u00e7lendiren davran\u0131\u015f, <strong>sorunu gizlemek de\u011fil g\u00f6r\u00fcn\u00fcr k\u0131lmak<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u015eikayet y\u00f6netimi ve marka olgunlu\u011fu<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u0130\u015fini ciddiye alan markalar\u0131n <strong>\u015fikayet y\u00f6netimi ve ileti\u015fimlerini<\/strong> yaln\u0131zca m\u00fc\u015fteri hizmetlerinin bir alt ba\u015fl\u0131\u011f\u0131 olarak g\u00f6rmemeleri gerekir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Her \u015fikayet, <strong>markan\u0131n ger\u00e7ek de\u011feri ve m\u00fc\u015fterinin markadan beklentisi aras\u0131ndaki farkl\u0131<\/strong> \u00f6l\u00e7en de\u011ferli bir veridir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bu verileri d\u00fczenli \u015fekilde almak, incelemek, y\u00f6netmek ve \u00e7\u00f6zmek ba\u015fta kolay de\u011fil gibi g\u00f6r\u00fcn\u00fcyor, fakat \u015fikayet ileti\u015fimindeki ba\u015far\u0131, <strong>marka olgunlu\u011fu<\/strong> denen kavram\u0131n kendini g\u00f6stermesi i\u00e7in harika bir f\u0131rsat.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Markalar\u0131n b\u00fcy\u00fckl\u00fc\u011f\u00fcn\u00fc etkileyen en \u00f6nemli parametrelerin i\u00e7inde art\u0131k yaln\u0131zca <strong>mutlu m\u00fc\u015fteri say\u0131s\u0131<\/strong> de\u011fil, memnuniyetsizlikle nas\u0131l ba\u015fa \u00e7\u0131kt\u0131\u011f\u0131 da var.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2026<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bitirmeden \u00f6nce k\u00fc\u00e7\u00fck bir tavsiyem var.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bir dahaki sefere, \u00fcr\u00fcn veya hizmetle ilgili bir \u015fikayet ald\u0131\u011f\u0131nda haz\u0131rl\u0131kl\u0131 ol ve \u201cama\u201d ile ba\u015flayan bir c\u00fcmle kurmadan \u00f6nce nereden ba\u015flayaca\u011f\u0131na emin ol.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Bir \u00fcr\u00fcnle ya da hizmetle ilgili \u015fikayet ald\u0131\u011f\u0131nda genellikle savunmaya ge\u00e7ilir, bahane \u00fcretmek daha kolay bir \u00e7\u0131k\u0131\u015f yolu olarak g\u00f6r\u00fcl\u00fcr ve konudan uzakla\u015f\u0131lman\u0131n yollar\u0131 aran\u0131r&#8230;.<\/p>\n","protected":false},"author":2,"featured_media":5181,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"googlesitekit_rrm_CAowuI6_DA:productID":"","_uag_custom_page_level_css":"","_kadence_starter_templates_imported_post":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[1077],"tags":[1954,487,1948,1953,1949,1950,531,535,537,1955,1952,1957,1161,1956,1947,1375,1951],"class_list":["post-5180","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-life","tag-achieving-brand-maturity","tag-brand-communication","tag-complaining","tag-complaint-communication","tag-complaint-management","tag-creating-a-complaint-map","tag-crisis-management","tag-customer-relations","tag-customer-service","tag-emotional-intelligence","tag-empathizing-with-the-customer","tag-experience-transformation","tag-feedback","tag-how-to-successfully-manage-complaints","tag-improving-customer-relations","tag-reputation-management","tag-successful-complaint-communication"],"yoast_head":"<!-- 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