Inani Lempendulo Yomsebenzisi Ekuthuthukiseni Amamanuwali Womsebenzisi
IMPENDULO
Ukusabela noma ucezu lolwazi mayelana nokusebenza kothile, izenzo, noma umsebenzi waziwa ngokuthi yimpendulo. Ngenhloso yokusiza umamukeli ukuthi aqonde amandla akhe, izindawo zokuthuthuka, nezindlela abangathuthukisa ngazo ukusebenza kwabo noma imiphumela, kuhlanganisa ukubheka, ukuphawula, kanye nemibono.
Impendulo inganikezwa ngomlomo, ngendlela yokuphawula okubhaliwe, izilinganiso, noma ukugxeka okwakhayo. Ingasuka kubantu abahlukahlukene, okuhlanganisa abaphathi, osebenza nabo, amaklayenti, noma abasebenzisi bempahla noma isevisi. Impendulo ivame ukunikezwa ngenhloso yokuthuthukisa, ukufunda, kanye nenqubekelaphambili. Impendulo ephumelelayo ivamise ukunikeza ulwazi olunembile olungase lusetshenziswe, lugxile ezenzweni, emiphumeleni, noma ezindaweni ezithile ezidinga ukunakwa. Inikezwa ngenhlonipho, ngobuqotho nangendlela ewusizo. Ukugxeka okuhle nokwakhayo kokubili kuyacatshangelwa kumazwana ahlanganiswe kahle, okunikeza ukulinganisela viewiphuzu.
Impendulo iwusizo ezimweni ezihlukahlukene, njengendawo yokusebenza, izindawo zokufunda, imizamo yokudala, nokusebenzelana kwabantu. Isebenza njengethuluzi lentuthuko, ukuzindla, kanye nokuxhumana, ukusiza abantu noma izinhlangano ekuqhubekeleni phambili nasekufezeni izinhloso zabo. Ukuvuleleka, ukulungela ukulalela, namandla okucabangela izinto ezihlukahlukene viewamaphuzu ayadingeka ukuze uthole impendulo. Inikeza ithuba lokuthuthuka kanye nokuzazi, okwenza abantu bakwazi ukuthatha izifundo emaphutheni abo futhi baguqule ukuziphatha kwabo njengoba kudingeka. Ukuze kusizwe intuthuko, inqubekelaphambili, kanye nokwenza ngcono, impendulo iyinqubo yokunikeza ulwazi, ukubonwa, kanye nokusikisela kubantu noma izinhlangano. Kuyithuluzi elibalulekile lemfundo, ukuxhumana, kanye nentuthuko emikhakheni eyahlukene yempilo.
IMPENDULO YOMSEBENZISI
Imibono, ukuphawula, nezincomo ezenziwe amakhasimende okuhle, isevisi, noma isistimu kubizwa ngokuthi impendulo yomsebenzisi. Kungumthombo owusizo wolwazi esiza izinkampani ekuqondeni izidingo, izintandokazi, kanye nolwazi lwabasebenzisi bazo. Izindlela ezihlukahlukene, kuhlanganise nokuhlola, phakathiviews, ku-inthanethi kabushaviews, izinkundla zokuxhumana, kanye nokuhlangana nesevisi yamakhasimende, kungasetshenziswa ukuthola impendulo yomsebenzisi.
Imibono yabasebenzisi ibaluleke kakhulu kumabhizinisi ngezindlela eziningi:
- Ukuhlonza izindawo zobuhlungu
Abasebenzisi bavamise ukuthola izithiyo noma izinkinga lapho besebenzisa umkhiqizo noma isevisi. Ukufaka kwabo kwenza izinkampani zikwazi ukubona lamaphuzu ezinhlungu futhi ziqonde izinkinga ezithile abantu abahlangabezana nazo. Ngalolu lwazi, amafemu angakhomba izinguquko zawo futhi abhekane nezizathu ezicashile zokucasula abasebenzisi. - Ithuthukisa umuzwa wamakhasimende
Amabhizinisi angase afunde kokufakwayo komsebenzisi kokuthi abathengi babona futhi basebenzise kanjani izimpahla namasevisi abo. Amabhizinisi angathola amathuba okuthuthukisa ukuzizwisa komsebenzisi ngokulungiselela imisebenzi, ngokungeza izici ezintsha, noma ukuthuthukisa isixhumi esibonakalayo ngokuhlaziya impendulo yekhasimende. Lokhu kusiza izinkampani ekukhiqizeni ukuzizwisa okunengqondo nokusebenziseka kalula. - Ukuhlonza nokuxazulula iziphazamisi
Iziphazamisi, ukuphazamiseka, nezinye izinkinga zobuchwepheshe zivame ukubikwa abasebenzisi ngemva kokusebenzisa umkhiqizo noma isevisi. Okokufaka komsebenzisi kuyithuluzi eliwusizo lokuhlonza iziphazamisi, okuvumela izinkampani ukuthi zithole futhi zilungise izinkinga ebezingabonwa ngesikhathi sokuthuthukiswa noma ukuhlolwa. Lokhu kwenza izinkampani zikwazi ukuletha izibuyekezo ezisheshayo noma izinguquko, okuthuthukisa ukusebenziseka okuvamile nokwethembeka kwemikhiqizo yazo. - Ukusungulwa komkhiqizo kanye nokwenza ngcono
Okokufaka komsebenzisi kungaholela emibonweni emisha nentuthuko. Amabhizinisi angase afunde lokho amakhasimende akufunayo nakudingayo ngokuhlaziya izicelo zesici neziphakamiso ezenziwe abasebenzisi. Lokhu okokufaka kungase kukhuthaze ukuthuthukiswa komkhiqizo, izibuyekezo, noma ngisho nokudalwa kwezimpahla ezintsha sha noma amasevisi anelisa kangcono izidingo zekhasimende. - Ukwakha ukwethembeka kwamakhasimende
Amabhizinisi abonisa ukuzinikela kwawo ekwanelisekeni kwamakhasimende ngokucela ngamandla futhi aphendule okokufaka kwabathengi. Leli su elisebenzayo lingakhuphula ukusebenzelana kwamakhasimende nokwethembeka njengoba amakhasimende ekwazisa ukuzwa imibono yawo nokubona imiphumela yangempela evela eziphakamisweni zawo. Isisekelo samakhasimende esiqinile futhi esizinikele singadalwa ngokusebenzisana nabasebenzisi nokuhlonipha kwabo viewamaphuzu. - I-advantage emqhudelwaneni
Imibono yabasebenzisi inganikeza amabhizinisi umkhawulo wokuncintisana. Amabhizinisi angase avelele emakethe ngokuqhubeka ethuthukisa imikhiqizo namasevisi ngokusekelwe kumpendulo yomsebenzisi. Bangase bazethule njengamabhizinisi agxile kubasebenzisi abalalela ngenkuthalo izimfuno zabasebenzisi babo futhi abanikeze okubaluleke kakhulu ukuze badwebe amaklayenti amasha futhi babambe amanje.
Sengiphetha, ikhasimende reviews iyinsiza enkulu yezinkampani. Isiza ekutholeni izinkinga, ukuthuthukisa ulwazi lomsebenzisi, ukuxazulula izinkinga, ukushayela ukuthuthukiswa komkhiqizo, ukuhlakulela ukwethembeka kwamakhasimende, kanye nokuthola umkhawulo wokuncintisana. Amabhizinisi angathuthukisa izimpahla namasevisi anelisa kangcono izimfuneko nokulindelwe amakhasimende awo ngokuqoqa, ahlole, futhi enze ngokuvumelana nempendulo yabasebenzisi, ekugcineni aholele enjabulweni yamakhasimende kanye nempumelelo yebhizinisi.
UKUBALULEKA KWEMPENDULO YOMSEBENZISI
Impendulo yomsebenzisi ibalulekile ngoba isiza izinkampani ukuthi zihlole ukuthi amakhasimende azizwa kanjani ngezimpahla namasevisi awo. Inganikeza ukukhanya ezicini nasekusebenzeni abantu abazazisa kakhulu futhi ibone nezindawo ezifuna ukuthuthukiswa. Lolu lwazi lungase lusetshenziselwe ukwazisa izinqumo zentuthuko zesikhathi esizayo, kuqinisekiswe ukuthi izimpahla namasevisi ahlangabezana nezidingo nokulindelwe ngamakhasimende azo.
Ukwaneliseka kwekhasimende nakho kungaphakanyiswa futhi isisekelo sabasebenzisi abathembekile singakhula ngosizo lwempendulo yomsebenzisi.
Qiniseka ukuthi imininingwane elandelayo iyabonakala ngaphambi kokucela impendulo kubathengi:
- Inhloso yakho oyishilo. Yini ngempela ofuna ukuyazi? Kungaba indlela into ebonakala ngayo, ukuthi isebenza kahle kangakanani, ukuthi umsebenzisi ubandakanyeka kanjani, ukuthi imakethe noma abasebenzisi bafuna ini, njll.
- imishini yakho. Okulandelayo, yenza uhlu lwezinsiza ongazisebenzisa ukuze uxhumane namaklayenti akho futhi uwacele impendulo.
- Izibalo onazo. Nquma ukuthi uzokwazi kanjani uma usufeze umgomo wakho njengesinyathelo sokugcina.
I-METRICS EBALULEKILE YEMPENDULO YOMSEBENZISI
Lawa mamethrikhi afaka phakathi, phakathi kokunye:
- I-Net Promoter Score (NPS):
Le metric ikala ukwethembeka kwekhasimende futhi ingasetshenziswa ukubikezela ukuthi iklayenti linethuba elingakanani lokuncoma okuhle noma isevisi kwabanye. - Ukwaneliseka Kwekhasimende (CSAT):
Le nkomba iveza ukuthi amakhasimende okuqukethwe anjani ngokuhle noma isevisi. - I-Customer Effort Score (CES):
Le metric ikala inani lomsebenzi umthengi okufanele awufake ukuze asebenzise umkhiqizo noma isevisi noma ukuxazulula inkinga. - Isixazululo Sokuxhumana Sokuqala (i-FCR):
Le metric ibala inani lemibuzo evela kumakhasimende esingathwa ngaso leso sikhathi. - Isilinganiso Sokushintshwa:
Le nkomba ilandelela ukuthi abasebenzisi bayeka kaningi kangakanani ukusebenzisa okuhle noma isevisi. - Ukusebenzisana komsebenzisi:
Lesi silinganiso sihlola ukuthi amakhasimende awusebenzisa kaningi kangakanani noma isikhathi esingakanani umkhiqizo noma isevisi yakho. - Izinga lokugcinwa:
Ukuthi abantu babuyela kaningi kangakanani kumkhiqizo noma kusevisi yakho ngemuva kokuthenga noma ukuvakasha kwabo kokuqala kuboniswa yile nkomba.
Lawa mamethrikhi angasiza izinkampani ukuthi zifunde ukuthi amakhasimende acabangani ngezimpahla namasevisi awo, zihlonze izindawo okufanele zithuthukiswe, futhi zenze izinqumo eziqhutshwa idatha ukuze kuthuthukiswe umuzwa wamakhasimende.
INANI LEMPENDULO YOMSEBENZISI EKUTHUTHUKENI IZINCWADI ZABASEBENZISI
Amazwana abasebenzisi awusizo kakhulu ekuthuthukiseni imihlahlandlela yabasebenzisi. Amakhasimende athembele kakhulu kumamanyuwali wabasebenzisi ukuze aqonde futhi asebenzise ngempumelelo umkhiqizo noma isevisi. Amabhizinisi angathuthukisa konke ukuzizwisa komsebenzisi ngokuhlonza izindawo lapho imihlahlandlela yawo yomsebenzisi ingahle isholele khona, ngokucacisa imiyalelo engacacile, kanye nokuthola impendulo yamakhasimende. Nazi izindlela ezimbalwa impendulo yomsebenzisi ezuzisa ngazo inqubo yokuthuthukisa:
- Ukubona izikhombisi-ndlela ezingacacile noma ezididayo
Ukuqonda imiyalelo eyinkimbinkimbi noma ebhalwe kabi kungase kube inselele kubasebenzisi. Amabhizinisi angathola ama-stagnoma izingxenye abantu abazithola zinzima noma zingacacile ngokuqoqa impendulo yomsebenzisi. Lokhu kuqonda kubenza bakwazi kabushaview futhi ubhale kabusha lezo zingxenye, unikeze imiyalelo enembe kakhudlwana ecabangela ukukhathazeka komsebenzisi. - Ukubhekana nama-aches nezinhlungu ezijwayelekile
Uma usebenzisa umkhiqizo, abasebenzisi bavamise ukuzwa amaphuzu ajwayelekile ezinhlungu noma imithombo yokunganeliseki. Impendulo inika amandla izinhlangano ukuthi zikhombe lezi zinkinga futhi zihlole ukuthi incwadi yomsebenzisi ibhekana nazo ngokufanelekile yini. Amabhizinisi angashintsha ibhuku lomhlahlandlela ukuze anikeze imiyalelo eningilizayo nezisombululo zokuxazulula izinkinga ngokufunda izinkinga abasebenzisi ababhekana nazo. - Izithuthukisi zolimi namagama:
Impendulo yomsebenzisi ingase iveze ukukhetha kolimi noma amagama abasebenzisi abangase bakuthole kuxakile noma okuwubuchwepheshe kakhulu. Amabhizinisi angakhomba izindawo lapho amagama ebhukwana kudingeka acaciswe, enziwe abe lula, noma athuthukiswe kabushaviewukuphawula kwekhasimende. Lokhu kunciphisa amathuba okuhunyushwa okungeyikho futhi kuqinisekisa ukuthi imanuwali ifinyeleleka kububanzi obukhulu babasebenzisi. - Isesha idatha engekho
Abasebenzisi bangahlangabezana nezikhala zolwazi noma zenqubo ezibashiya bengenasiqiniseko ngezingxenye ezithile zokusebenza komkhiqizo. Impendulo ikhomba lezi zikhala olwazini, okuvumela amafemu ukuthi engeze imininingwane ebalulekile ebhukwini leziqondiso. Ngokwenza lokhu, abasebenzisi baqinisekiswa ukuthi banalo lonke ulwazi abaludingayo ukuze bathole okuningi kumkhiqizo. - Ubufakazi bokusebenza kahle komsebenzi womzimba
Ukusebenziseka kwebhukwana lomsebenzisi lilonke kuqinisekiswa yimpendulo yomsebenzisi. Ukuphawula okuhle kusikisela ukuthi ibhuku lesandla lakhiwe kahle, liyaqondakala, futhi lizanelisa ngempumelelo izimfuno zabasebenzisi. Impendulo engemihle, ngakolunye uhlangothi, ikhomba izindawo ezidinga ukuthuthukiswa, okuvumela amafemu ukuthi aguqule ibhukwana ngendlela efanele futhi athuthukise ukusebenza kwayo kukonke. - Ukuthuthukiswa okuphindaphindayo
Imihlahlandlela yabasebenzisi ayivamisile ukungabi nasici lapho ishicilelwa okokuqala. Amabhizinisi angasebenzisa isu eliphindaphindayo lokuthuthukisa amamanuwali awo abasebenzisi ngokuhamba kwesikhathi ngokuthola njalo nokuhlanganisa impendulo yomsebenzisi. Incwadi yesandla iyathuthukiswa ngokuphindwaphindwa ngakunye kwempendulo yomsebenzisi, iba nemininingwane, iyangeneka, futhi ihambisane nokulindelwe ngabasebenzisi.
Sengiphetha, impendulo yomsebenzisi ibaluleke kakhulu ekuthuthukiseni imanyuwali yomsebenzisi. Amabhizinisi angathola izindawo zokuthuthukisa, acacise imiyalelo, akhulume namaphuzu obuhlungu avamile, athuthukise ulimi namagama, agcwalise izikhala zolwazi, aqinisekise ukusebenza kahle, futhi ahlanganyele enqubweni yokuthuthukisa ephindaphindwayo ngokulalela ngenkuthalo okuhlangenwe nakho komsebenzisi. Ngale nqubo ephindaphindayo, imihlahlandlela yabasebenzisi ibuyekezwa ngokuhambisana nezidingo zabasebenzisi, ekugcineni inikeze amakhasimende usekelo olungcono futhi ibavumele ukuthi bathole okuningi ngezimpahla noma amasevisi abawasebenzisayo.