{"id":147976,"date":"2021-12-20T15:59:59","date_gmt":"2021-12-20T12:59:59","guid":{"rendered":"https:\/\/www.enerjigazetesi.ist\/?p=147976"},"modified":"2021-12-20T16:00:30","modified_gmt":"2021-12-20T13:00:30","slug":"kaliteli-hizmet-musteri-de-memnuniyet-ve-sadakat-yaratiyor","status":"publish","type":"post","link":"https:\/\/www.enerjigazetesi.ist\/en\/kaliteli-hizmet-musteri-de-memnuniyet-ve-sadakat-yaratiyor\/","title":{"rendered":"(Turkish) ’Kaliteli Hizmet’ M\u00fc\u015fteride Memnuniyet ve Sadakat Yarat\u0131yor"},"content":{"rendered":"

Sorry, this entry is only available in Turkish<\/a>. For the sake of viewer convenience, the content is shown below in the alternative language. You may click the link to switch the active language.<\/p>

<\/p>\n

Pompa sekt\u00f6r\u00fcn\u00fcn k\u00f6kl\u00fc markas\u0131 Masdaf, sundu\u011fu \u00fcr\u00fcnlerde oldu\u011fu kadar sat\u0131\u015f sonras\u0131 servis hizmetlerinde de y\u00fcksek m\u00fc\u015fteri memnuniyeti sa\u011flamaya devam ederken Masdaf\u2019\u0131n sat\u0131\u015f sonras\u0131nda sundu\u011fu hizmet kalitesi, m\u00fc\u015fterileriyle kurdu\u011fu g\u00fc\u00e7l\u00fc i\u015fbirli\u011finin \u00f6nemli bir k\u0131sm\u0131n\u0131 meydana getiriyor.<\/h2>\n

\u201cMasdaf olarak \u00f6nceli\u011fimiz, m\u00fc\u015fterilerimizin \u00fcr\u00fcnden yana memnuniyetini y\u00fcksek oranda sa\u011flamak\u201d<\/em> diyen Masdaf Sat\u0131\u015f Sonras\u0131 Hizmetler M\u00fcd\u00fcr\u00fc H\u00fcseyin \u0130PEKO\u011eLU<\/strong>, yetkili servislerin bu \"\"amaca y\u00f6nelik olarak, bazen bir arabulucu; bazen bilirki\u015fi; bazen de m\u00fc\u015fterinin ve \u00fcr\u00fcn\u00fcn m\u00fc\u015faviri gibi \u00e7al\u0131\u015fmak mecburiyetinde oldu\u011funu belirtti. \u0130PEKO\u011eLU\u00a0<\/strong>s\u00f6zlerine \u015f\u00f6yle devam etti: <\/strong>\u201c<\/strong><\/em>Pompa teknolojilerinde verimli performans de\u011ferlerine eri\u015filmesinde iyi bir montaj ve ilk \u00e7al\u0131\u015ft\u0131rma b\u00fcy\u00fck \u00f6nem ta\u015f\u0131r. Devreye alma esnas\u0131nda yap\u0131lacak \u00f6l\u00e7\u00fcmler<\/strong> ve \u00e7evre \u015fartlar\u0131<\/strong> dikkate al\u0131narak yap\u0131lacak ince ayarlamalar; \u00fcr\u00fcn\u00fcn verimli, d\u00fc\u015f\u00fck sarfiyatl\u0131<\/strong> ve uzun \u00f6m\u00fcrl\u00fc<\/strong> olmas\u0131n\u0131 sa\u011flar, ar\u0131za olas\u0131l\u0131\u011f\u0131n\u0131 azalt\u0131r. Di\u011fer taraftan dakikada 1000’lerce devir yaparak, y\u00fcksek bas\u0131nca maruz kalan sistemin bak\u0131mlar\u0131n\u0131n d\u00fczenli bir \u015fekilde yap\u0131lmas\u0131 da bir di\u011fer \u00f6nemli husustur\u201d <\/em>dedi.<\/p>\n

\u201cServis y\u00f6netiminde geli\u015fim s\u00fcrekli olmal\u0131d\u0131r\u201d<\/strong><\/h3>\n

Masdaf servis organizasyonunda hayata ge\u00e7irilen yenilikler hakk\u0131nda da bilgiler veren \u0130PEKO\u011eLU:<\/strong> \u201cServis y\u00f6netiminde<\/strong> geli\u015fim s\u00fcrekli olmal\u0131d\u0131r. Bence biraz bisiklete binmek gibi; durdu\u011funuzda d\u00fc\u015fersiniz<\/strong>. M\u00fc\u015fteri, onun ihtiyac\u0131n\u0131 ondan \u00f6nce d\u00fc\u015f\u00fcnebilmenizi ister. Bu anlay\u0131\u015fla 2021 y\u0131l\u0131n\u0131n ilk \u00e7eyre\u011finde geni\u015f kapsaml\u0131 bir \u00e7al\u0131\u015fmayla taraflar\u0131n sorumlulu\u011funu, servislerden kurumsal beklentilerimizi, i\u015fleyi\u015fleri ve tavsiye edilen m\u00fc\u015fteri fiyatlar\u0131n\u0131 i\u00e7eren bir sirk\u00fcler yani \u201cServis El Kitab\u0131\u201d<\/strong>n\u0131 haz\u0131rlad\u0131k.<\/em><\/p>\n

Kredi kart\u0131 tahsilat sistemi<\/strong><\/h3>\n

Covid-19 salg\u0131n\u0131n\u0131n olu\u015fturdu\u011fu ekonomik krizin, \u00fclkemiz ve d\u00fcnya i\u00e7in\u00a0zorlay\u0131c\u0131 bir ortam olu\u015fturaca\u011f\u0131n\u0131 \u00f6ng\u00f6rerek, 2021 y\u0131l\u0131n\u0131n ba\u015f\u0131nda, m\u00fc\u015fterilerimiz i\u00e7in opsiyon yaratma; servislerimiz i\u00e7in de tahsilattan yana herhangi bir zarar ya\u015famamalar\u0131<\/strong> ad\u0131na \u201ckredi kart\u0131 tahsilat sistemi\u201d<\/strong> olu\u015fturduk. Her servise taksit imk\u00e2n\u0131 sunarak, \u00f6deme alabilecekleri <\/em>Sanal POS<\/em><\/strong> sistemi tan\u0131mlamas\u0131n\u0131 yapt\u0131k.<\/em><\/p>\n

Masdaf olarak en hassas oldu\u011fumuz konu, m\u00fc\u015fterilerimize, eksiksiz<\/strong> ve kusursuz teslimat<\/strong> yap\u0131lmas\u0131. Bu s\u00fcre\u00e7 i\u00e7in s\u0131f\u0131r hata hedefledi\u011fimizi<\/strong> t\u00fcm servis te\u015fkilat\u0131m\u0131zla<\/strong> payla\u015ft\u0131k. Bu t\u00fcr vakalar\u0131n ya\u015fanmas\u0131na mani olacak \u00f6zel bir takip sitemi kurduk.<\/em><\/p>\n

\u201cPerformans primi\u201d uygulamas\u0131<\/strong><\/h3>\n

2022 y\u0131l\u0131nda da Masdaf servis organizasyonunun hizmet kalitesini art\u0131rmaya y\u00f6nelik projelerimiz devam edecek. Bu kapsamda servislerimiz i\u00e7in \u00f6n\u00fcm\u00fczdeki y\u0131l \u201cperformans primi\u201d uygulamas\u0131<\/strong>n\u0131 hayata ge\u00e7irmeyi planl\u0131yoruz. Bu proje ile her servisimize 6 ayda<\/strong> bir karne verip, hak ettikleri not oran\u0131nda, o d\u00f6nem faturalar\u0131n\u0131 baz alarak prim hakkedi\u015fi \u00e7\u0131kar\u0131p, performans primi \u00f6demesi<\/strong> yapaca\u011f\u0131z. Karnedeki t\u00fcm parametreler, iyi servisi tarif eden, takip edilebilir konulardan olu\u015fuyor. Bu projemiz ile hem ba\u015far\u0131l\u0131 servis arkada\u015f\u0131m\u0131z\u0131 \u00f6d\u00fcllendirmeyi hem de hizmet kalitemizi daha da iyile\u015ftirmeyi hedefliyoruz.<\/em><\/p>\n

Birbirinden farkl\u0131 deneyim<\/strong> ve yetkinliklere<\/strong> sahip 100’lerce servis teknisyeni<\/strong>nden, benzer senaryoda e\u015f davran\u0131\u015f<\/strong> bekliyoruz. Bu \u015fekilde ortak hareket etme<\/strong> yetisi \u00e7ok zordur; ama kurumsall\u0131k<\/strong> bunu gerektirir.<\/em><\/p>\n

\u201cMasdaf b\u00fcnyesinde stajyer ve \u00e7\u0131rak kadrosu olu\u015fturduk\u201d<\/strong><\/h3>\n

\u0130\u00e7inde bulundu\u011fumuz i\u015f kolunda servis hizmeti vermek<\/strong> kolay de\u011fil, pompa sistemleri<\/strong>; el becerisinin yan\u0131 s\u0131ra ak\u0131\u015fkanlar mekani\u011fi<\/strong> ve bas\u0131n\u00e7l\u0131 kaplara<\/strong> dair teknik altyap\u0131, temel d\u00fczeyin \u00fczerinde elektrik<\/strong> ve elektronik bilgisi<\/strong> gerektirir. Hepsini deneyimle yo\u011furman\u0131z<\/strong> gerekiyor. Bu kapsamda uzun vadeli kazan\u0131mlar i\u00e7in Masdaf b\u00fcnyesinde stajyer<\/strong> ve \u00e7\u0131rak kadrosu<\/strong> olu\u015fturduk. Merkez at\u00f6lyemizde ve \u00fcretimde, gelece\u011fin saha teknisyenlerini<\/strong> ve m\u00fchendislerini<\/strong> Masdaf ile tan\u0131\u015ft\u0131r\u0131yoruz.<\/em><\/p>\n

\u201cHizmet kalitesinde daha ileri\u201d\u00a0<\/strong><\/h3>\n

\u201cKaliteli hizmet<\/strong><\/em> ve<\/em> kaliteli<\/em> <\/strong>\u00fcr\u00fcne<\/strong> ula\u015fman\u0131n yolu e\u011fitimden ge\u00e7er\u201d felsefesiyle 2021 y\u0131l\u0131ndaki<\/strong> e\u011fitimlerimizi,<\/em> \u201c<\/em>hizmet kalitesinde daha ileri\u201d\u00a0<\/em><\/strong>mottosuyla ger\u00e7ekle\u015ftirdik. Bu kapsamda Mas Academy<\/strong> b\u00fcnyesinde,\u00a0<\/em>servis teknisyenlerimizin d\u00fczeylerine ve ihtiya\u00e7lar\u0131na uygun e\u011fitimler verildi. Yeni \u00fcr\u00fcn e\u011fitimleri, pandemi nedeniyle \u00e7evrimi\u00e7i d\u00fczenlenirken, devreye alma ya da ileri ar\u0131zac\u0131l\u0131k gibi pratik i\u00e7erikli olmas\u0131 gereken e\u011fitimler de \u00d6zer Polatoplu Oditoryumu<\/strong>\u2019nda<\/em> y\u00fcz y\u00fcze<\/strong> ger\u00e7ekle\u015ftirildi. Ayr\u0131ca b\u00fcnyemizde yer alan k\u0131demli servis uzmanlar\u0131m\u0131z, sahada ki teknisyen arkada\u015flar\u0131m\u0131z\u0131 yaln\u0131z b\u0131rakmayarak, e\u011fitimlerde kazand\u0131klar\u0131n\u0131, saha uygulamas\u0131n\u0131<\/strong> birlikte yaparak peki\u015ftirdiler. Ayn\u0131 ekibimiz ile kendi b\u00fcnyesinde bak\u0131m i\u015fletme tak\u0131m\u0131 bulunduran m\u00fc\u015fterilerimiz i\u00e7in de \u201ckullan\u0131c\u0131 e\u011fitimleri\u201d<\/strong> d\u00fczenledik\u201d.<\/em><\/p>\n

\u201c\u00d6l\u00e7emedi\u011finiz hi\u00e7bir \u015feyi y\u00f6netemezsiniz\u201d<\/strong><\/h3>\n

Peter Drucker<\/strong>\u2019a atfedilen \u201c\u00d6l\u00e7emedi\u011finiz hi\u00e7bir \u015feyi y\u00f6netemezsiniz\u201d<\/strong> s\u00f6z\u00fcnde oldu\u011fu gibi biz de hem \u00fcr\u00fcn<\/strong> hem de hizmet<\/strong> kalitemizi s\u00fcrekli takip ediyoruz. Her geribildirimi f\u0131rsat olarak g\u00f6r\u00fcyoruz. \u00c7\u00fcnk\u00fc kalite ve m\u00fc\u015fteri memnuniyeti bunu gerektiriyor\u201d<\/em> diyen \u0130PEKO\u011eLU<\/strong>, bu konuda izledikleri y\u00f6ntemleri ise \u015f\u00f6yle a\u00e7\u0131klad\u0131: \u201cM\u00fc\u015fteri Hizmetleri birimimiz, organizasyonun t\u00fcm yap\u0131lar\u0131na e\u015fit mesafede. \u015eirkete ula\u015fan t\u00fcm \u015fik\u00e2yetler, mutlaka m\u00fc\u015fteri hizmetlerine iletiliyor. Bize ula\u015fan konularda destek<\/strong> ve \u00e7\u00f6z\u00fcm sa\u011flad\u0131\u011f\u0131m\u0131z<\/strong> gibi, \u00fcr\u00fcn\u00fcm\u00fcz\u00fc kullanan t\u00fcm m\u00fc\u015fterilerimizi arayarak memnuniyetlerini \u00f6l\u00e7mek, \u00f6nerilerini dinleyebilmek ad\u0131na canl\u0131 g\u00f6r\u00fc\u015fmeler<\/strong> yap\u0131yoruz. G\u00f6r\u00fc\u015fmelerden elde edilen endeks<\/strong> ve notlar<\/strong>, bizler i\u00e7in yol g\u00f6sterici oluyor.<\/em><\/p>\n

Di\u011fer taraftan i\u015f ortaklar\u0131m\u0131z, kullan\u0131c\u0131yla en \u00f6nemli temas hatt\u0131m\u0131z. Burada kalitenin \u00fcst d\u00fczeyde olmas\u0131n\u0131 \u00f6nemsiyoruz. \u201cH\u0131zl\u0131 ve \u0130\u015finin Ehli Servis\u201d, \u201cBilgili ve G\u00fcvenilir Bayi\u201d<\/strong> olarak adland\u0131r\u0131lmalar\u0131n\u0131 memnuniyetle kar\u015f\u0131l\u0131yoruz. Bu alandaki yetkinliklerimizi her biri \u00f6zelinde \u00f6l\u00e7\u00fcp, geli\u015ftirmeye \u00e7al\u0131\u015f\u0131yoruz.\u201d<\/em>diyerek s\u00f6zlerini tamamlad\u0131.<\/p>","protected":false},"excerpt":{"rendered":"

Sorry, this entry is only available in Turkish. For the sake of viewer convenience, the content is shown below in the alternative language. You may click the link to switch the active language. Pompa sekt\u00f6r\u00fcn\u00fcn k\u00f6kl\u00fc markas\u0131 Masdaf, sundu\u011fu \u00fcr\u00fcnlerde oldu\u011fu kadar sat\u0131\u015f sonras\u0131 servis hizmetlerinde de y\u00fcksek m\u00fc\u015fteri memnuniyeti sa\u011flamaya devam ederken Masdaf\u2019\u0131n sat\u0131\u015f […]<\/p>\n","protected":false},"author":1,"featured_media":147980,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[53,52],"tags":[63141,63137,99492,54629],"views":276,"_links":{"self":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts\/147976"}],"collection":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/comments?post=147976"}],"version-history":[{"count":0,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/posts\/147976\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/media\/147980"}],"wp:attachment":[{"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/media?parent=147976"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/categories?post=147976"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enerjigazetesi.ist\/en\/wp-json\/wp\/v2\/tags?post=147976"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}