G\u00fcn\u00fcm\u00fczde global ticaretin yayg\u0131nla\u015fmas\u0131\u00a0 ve benzer kurulu\u015flar\u0131n artmas\u0131 rekabet \u015fartlar\u0131n\u0131n daha da sertle\u015fmesine sebep olmu\u015ftur. Bu durum, kurulu\u015flar\u0131n en \u00f6nemli varl\u0131k sebebi olan m\u00fc\u015fteri kavram\u0131n\u0131 daha da \u00f6nemli k\u0131lm\u0131\u015ft\u0131r. Kurulu\u015flar a\u00e7\u0131s\u0131ndan m\u00fc\u015fterimizin beklenti ve \u015fikayetlerine kay\u0131ts\u0131z kalmak gibi bir l\u00fcks kalmam\u0131\u015ft\u0131r. M\u00fc\u015fteri beklentilerinin ki\u015fiden ki\u015fiye de\u011fi\u015fmesi bu durumu kontrol etmeyi zorla\u015ft\u0131rmakta ve sistematik bir yakla\u015f\u0131m\u0131 \u015fart ko\u015fmaktad\u0131r. Geleneksel metotlarla m\u00fc\u015fteri beklentilerini kar\u015f\u0131lamaya \u00e7al\u0131\u015fmak g\u00fcn\u00fcm\u00fczde art\u0131k yeterli olamamaktad\u0131r. M\u00fc\u015fteri beklentilerinin artmas\u0131 ve pazar pay\u0131n\u0131n giderek k\u00fc\u00e7\u00fclmesinden dolay\u0131 kurulu\u015flar m\u00fc\u015fteri memnuniyeti proseslerini olu\u015fturmakta ve y\u00f6netmekte zorlanmaya ba\u015flam\u0131\u015flard\u0131r.<\/p>\n
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M\u00fc\u015fteri \u015fikayetlerinin bir sistematik dahilinde y\u00fcr\u00fct\u00fclmesi ile ilgili \u00e7al\u0131\u015fmalar d\u00fcnyada 1990\u2019l\u0131 y\u0131llar\u0131n ba\u015flar\u0131nda CRM (Customer Relations Management) \u00e7al\u0131\u015fmalar\u0131yla ba\u015flam\u0131\u015ft\u0131r. 2004 y\u0131l\u0131nda ISO (International Standardization of Organization) 2004 y\u0131l\u0131nda ISO 10002 standard\u0131n\u0131 yay\u0131nlam\u0131\u015f ve 2006 y\u0131l\u0131nda \u00fclkemizde TS ISO 10002:2006 olarak y\u00fcr\u00fcrl\u00fc\u011fe girmi\u015ftir.<\/p>\n
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NEDEN TS ISO 10002?<\/strong><\/p>\n Bir kurulu\u015fun mevcut m\u00fc\u015fterisini elinde tutmas\u0131, yeni m\u00fc\u015fteri edinmesine k\u0131yasla en az d\u00f6rt kat daha masrafl\u0131d\u0131r. M\u00fc\u015fteri kaybeden kurulu\u015flar\u0131n bu kay\u0131plar\u0131n\u0131 telafi etmeleri ve itibarlar\u0131n\u0131 tekrar kazanmalar\u0131 b\u00fcy\u00fck \u00e7aba ve maliyet gerekir. Bu durumlara maruz kalmamak i\u00e7in her y\u00f6netim sisteminin ortak yakla\u015f\u0131m\u0131 olan \u00f6nleyici yakla\u015f\u0131mla sistemimizi y\u00f6netmemiz gerekmektedir.<\/p>\n Bu sebeple ISO 10002;<\/p>\n \u2022\u00a0\u00a0 M\u00fc\u015fteri \u015fikayeti ile kar\u015f\u0131la\u015f\u0131lan durumlarda kurulu\u015flara nas\u0131l davranmalar\u0131 gerekti\u011fine dair yol g\u00f6sterir.<\/p>\n \u2022\u00a0\u00a0 Kurulu\u015flara, m\u00fc\u015fteri ile ya\u015fanan bir olay sonras\u0131nda \u201c\u00f6z\u00fcr\u201d dilememiz yeterli mi, yoksa telafi etmek i\u00e7in tazminat \u00f6demek de dahil olmak \u00fczere daha b\u00fcy\u00fck bir faaliyet mi planlamam\u0131z gerekti\u011fine dair rehberlik eder.<\/p>\n \u2022\u00a0\u00a0 M\u00fc\u015fteri ile ya\u015fanan problemlerin en adil \u015fekilde ele al\u0131nmas\u0131n\u0131 sa\u011flar.<\/p>\n \u2022\u00a0\u00a0 \u015eikayetlerden ders \u00e7\u0131kar\u0131larak iyile\u015ftirmeye a\u00e7\u0131k alanlar\u0131n tespit edilmesini sa\u011flar.<\/p>\n","protected":false},"excerpt":{"rendered":" G\u00fcn\u00fcm\u00fczde global ticaretin yayg\u0131nla\u015fmas\u0131\u00a0 ve benzer kurulu\u015flar\u0131n artmas\u0131 rekabet \u015fartlar\u0131n\u0131n daha da sertle\u015fmesine sebep olmu\u015ftur. Bu durum, kurulu\u015flar\u0131n en \u00f6nemli varl\u0131k sebebi olan m\u00fc\u015fteri kavram\u0131n\u0131 daha da \u00f6nemli k\u0131lm\u0131\u015ft\u0131r. Kurulu\u015flar\u2026 read more →<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"footnotes":""},"class_list":["post-2403","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.erdemyesiloglu.\u200bcom.tr\/index.php?rest_route=\/wp\/v2\/pages\/2403","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.erdemyesiloglu.\u200bcom.tr\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.erdemyesiloglu.\u200bcom.tr\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.erdemyesiloglu.\u200bcom.tr\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.erdemyesiloglu.\u200bcom.tr\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2403"}],"version-history":[{"count":1,"href":"https:\/\/www.erdemyesiloglu.\u200bcom.tr\/index.php?rest_route=\/wp\/v2\/pages\/2403\/revisions"}],"predecessor-version":[{"id":2404,"href":"https:\/\/www.erdemyesiloglu.\u200bcom.tr\/index.php?rest_route=\/wp\/v2\/pages\/2403\/revisions\/2404"}],"wp:attachment":[{"href":"https:\/\/www.erdemyesiloglu.\u200bcom.tr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2403"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}