Bakiparádé - Hány esélyünk van?

Hibázni kellemetlen.
Amíg egy régi vevő könnyebben elnézi nekünk, addig egy új vevőben, vagy látogatóban mélyebb nyomot is hagyhat egy-egy baki.

Nem ismerek olyan webáruház tulajdonost, aki ne követett volna már el kisebb-nagyobb hibákat munkája során. Olyanokat, amiknek a hatására bizony vevőnek/látogatónak keresztbe állt a szeme… Mi ma is követtünk el egyet, de erről picit később…

Előfordulhat, hogy:

  • Egy termékkel akad probléma
  • Elírsz valamit a weboldaladon
  • Kihagysz a leírásból vagy tájékoztatóból egy fontos részletet
  • Elfelejted a meghirdetett akció végét
  • Elfelejted időben postázni a rendelést
  • Kihagyod a csomagból a számlát
  • Olyan feliratkozott is megkapja az akcióról szóló e-mailt, aki már megvette a terméket teljes áron
  • Olyan figyelmeztető levelet küldesz ki egy vevőnek, amit nem “érdemel” meg, stb…

Ma reggel pl. nálunk is becsúszott egy olyan baki, amiért bizony többen a fejünket követelték…
A Jótékonysági Webáruház Sikerkonferencia jelentkezéseit az egyik régebbi hírlevélszoftverünkkel oldottuk meg. Miután megtörtént a baj (többen kaptak “Nem kifizetett megrendelés” jellegű levelet azok közül, akik időben átutalták a részvételi díjat.), kinyomoztam, hogy mi történt.
Csak röviden, mert nem lényeg: A szoftver készítője egy működési részletet nem kommunikált világosan)… Na mit tehetsz ilyenkor?

Néhány irányadó elv a baki helyrehozására:

  • Ismerd be, hogy hibáztál!
  • Ne hárítsd másra a felelősséget, ha tudod, hogy Te hibáztál!
  • Igyekezz előbb elnézést kérni, mint ahogyan a reklamációs leveleket megkapod - ez nem mindig megy… :-)
  • Ne vitatkozz az ügyféllel, és ne kérd számon a reklamáló levelének stílusát!
  • Lehetőleg kezeld személyesen, Akár az email-t, akár a telefont választod! Pozitív, ha nem az alkalmazottad, hanem Te kérsz elnézést tulajdonosként! Akármekkora guru is vagy!
  • A baki súlyához mérten igyekezz kárpótolni az ügyfelet
  • Mindvégig éreztesd vele azt, hogy nagyon fontos Neked az Ő elégedettsége (remélem, hogy ezt így is gondolod…)!

===Hibázni szabad, de légy profi a helyrehozásában is!===

Írd meg nekünk a Te sztoridat!
Ti mit hibáztatok, és hogyan sikerült helyrehozni!
Hadd tanuljon belőle más is!

Szilágyi Róbert

Szólj hozzá a lap alján!

Címkék:

148 visszajelzés “Bakiparádé - Hány esélyünk van?” bejegyzésre

  1. Adrián:

    Ha profin és őszintén hozzuk helyre a bakit, akkor abból még “jól” is kijöhetünk.

  2. Feri:

    Ahogy az is hiba lehet, ha a megrendelődet Róbert néven szólítod :d (Vagy direkt volt? ) :)
    Üdv… :)

  3. Szilágyi Róbert:

    Feri! Mire gondolsz?

  4. Feri:

    Szerintem direkt volt… De mondjuk, ha hiba, akkor se árulnám el, mert illik az összképbe :)

  5. Roland:

    Feri arra gondolhatott, hogy bizony a “Bakiparádés” hirlevelet sikerült úgy kiküldeni, hogy minden címzett levele úgy kezdődik, hogy “Kedves Róbert!” :)
    Nekem is, aki Roland vagyok és valószínűleg neki is, aki feltehetőleg Ferenc. :)

  6. Szilágyi Róbert:

    Örülök, hogy végül nem nekem kellett felfednem! :-)
    No de halljunk néhány webáruházas saját példát is a hozzászólások között.. :-)

    R.

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