{"id":4238,"date":"2022-01-18T18:09:19","date_gmt":"2022-01-18T16:09:19","guid":{"rendered":"https:\/\/easy-sales.com\/blog\/ro\/?p=4238"},"modified":"2022-09-29T11:11:01","modified_gmt":"2022-09-29T08:11:01","slug":"cum-gestionam-reclamatiile-in-ecommerce","status":"publish","type":"post","link":"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/","title":{"rendered":"Cum gestion\u0103m reclama\u021biile \u00een eCommerce"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_42 counter-hierarchy ez-toc-counter ez-toc-light-blue ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\">Cuprins<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" area-label=\"ez-toc-toggle-icon-1\"><label for=\"item-69d2eb514e812\" aria-label=\"Table of Content\"><span style=\"display: flex;align-items: center;width: 35px;height: 30px;justify-content: center;direction:ltr;\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/label><input  type=\"checkbox\" id=\"item-69d2eb514e812\"><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Lasa_la_o_parte_sentimentele\" title=\"Las\u0103 la o parte sentimentele\">Las\u0103 la o parte sentimentele<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Nu_contesta_reclamatia\" title=\"Nu contesta reclama\u021bia\">Nu contesta reclama\u021bia<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Raspunde_politicos_si_prompt\" title=\"R\u0103spunde politicos \u0219i prompt\">R\u0103spunde politicos \u0219i prompt<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Scuza-te_si_rezolva\" title=\"Scuz\u0103-te \u0219i rezolv\u0103\">Scuz\u0103-te \u0219i rezolv\u0103<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Nu_sterge_niciodata_reclamatiile\" title=\"Nu \u0219terge niciodat\u0103 reclama\u021biile\">Nu \u0219terge niciodat\u0103 reclama\u021biile<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Explica_de_ce_transferi_o_reclamatie_altui_departament\" title=\"Explic\u0103 de ce transferi o reclama\u021bie altui departament\">Explic\u0103 de ce transferi o reclama\u021bie altui departament<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Ofera_suport_multi-channel\" title=\"Ofer\u0103 suport multi-channel\">Ofer\u0103 suport multi-channel<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Incurajeaza_feedback-ul\" title=\"\u00cencurajeaz\u0103 feedback-ul\">\u00cencurajeaz\u0103 feedback-ul<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Pastreaza-ti_energia\" title=\"P\u0103streaz\u0103-\u021bi energia\">P\u0103streaz\u0103-\u021bi energia<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Surprinde-i_placut\" title=\"Surprinde-i pl\u0103cut!\">Surprinde-i pl\u0103cut!<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Seteaza_o_ierarhie_de_suport\" title=\"Seteaz\u0103 o ierarhie de suport\">Seteaz\u0103 o ierarhie de suport<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Idei_de_intro_la_reclamatii\" title=\"Idei de intro la reclama\u021bii \">Idei de intro la reclama\u021bii <\/a><ul class='ez-toc-list-level-3'><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/#Dar_ce_te_faci_cand_ai_o_reclamatie_nefondata_care_are_ca_rol_de_a-ti_strica_reputatia\" title=\"Dar ce te faci c\u00e2nd ai o reclama\u021bie nefondat\u0103, care are ca rol de a-\u021bi strica reputa\u021bia?\">Dar ce te faci c\u00e2nd ai o reclama\u021bie nefondat\u0103, care are ca rol de a-\u021bi strica reputa\u021bia?<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n\n<p>\u00cen orice afacere online, vei \u00eent\u00e2lni \u00eentotdeauna \u0219i cump\u0103r\u0103tori nemul\u021bumi\u021bi, sup\u0103ra\u021bi \u0219i chiar detractori ce \u00ee\u0219i vor face cunoscute nemul\u021bumirile prin reclama\u021bii, comentarii \u0219i recenzii.<\/p>\n\n\n\n<p>Dar bucur\u0103-te! <strong>De ce?<\/strong> Vestea proast\u0103 e c\u0103&nbsp;<strong>doar 8% din clien\u021bii nemultumi\u021bi aleg s\u0103 fac\u0103 o reclama\u021bie<\/strong>. Faptul c\u0103 descoperi nemul\u021bumiri, asta te ajut\u0103 s\u0103 afli ce merge prost, f\u0103r\u0103 cercet\u0103ri ample, f\u0103r\u0103 a introduce mystery client \u0219i alte procese consumatoare de timp.<\/p>\n\n\n\n<p>Un lucru cert este c\u0103 nu \u00eei vei putea ignora pe cei care se pl\u00e2ng de calitatea produselor sau serviciilor pe care le furnizezi prin platforma online, mai ales prin marketplace-ul eMag. Clien\u021bii eMag \u0219tiu c\u0103 se iau m\u0103suri \u0219i c\u0103 feedback-ul lor duce la taxarea imediat\u0103 a comercian\u021bilor, dac\u0103 nu livreaz\u0103 ceea ce promit.  <strong>A\u0219a c\u0103, de ce s\u0103 nu iei taurul de coarne? P\u00e2n\u0103 la urm\u0103, este doar rolul t\u0103u s\u0103 \u00ee\u021bi aperi reputa\u021bia \u0219i s\u0103 cre\u0219ti gradul de satisfac\u021bie a clien\u021bilor t\u0103i.<\/strong><\/p>\n\n\n\n<p>Este esen\u021bial s\u0103 abordezi fiecare comentariu sau recenzie, \u00een orice etap\u0103 ar veni: \u00eenainte de conversie, pe parcursul procesului de achizi\u021bie sau dup\u0103 plasarea unei comenzi. <strong>Iat\u0103, chiar aici, c\u00e2teva sfaturi ale exper\u021bilor easySales care \u00ee\u021bi vor fi de folos:<\/strong><\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Lasa_la_o_parte_sentimentele\"><\/span><strong>Las\u0103 la o parte sentimentele<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Nu este despre tine \u0219i nu o lua personal. Este normal s\u0103 te sim\u021bi pu\u021bin defensiv atunci c\u00e2nd un client are o pl\u00e2ngere cu privire la produsele sau serviciile tale. P\u00e2n\u0103 la urm\u0103, e afacerea ta, la care ai muncit \u0219i munce\u0219ti zile \u0219i nop\u021bi. Dar las\u0103 sentimentele la o parte \u0219i trateaz\u0103 situa\u021bia impar\u021bial. Nu te sup\u0103ra de ceea ce vezi \u00een recenzii, reclama\u021bii sau comentarii \u2013 a\u0219a po\u021bi chiar escalada situa\u021bia, iar un client nemul\u021bumit poate face daune mari reputa\u021biei tale. Clientul are ceva de spus \u2013 este frustrat, dezam\u0103git, enervat. Las\u0103-l pe el s\u0103 se descarce \u0219i condu, calm, discu\u021bia.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Nu_contesta_reclamatia\"><\/span><strong>Nu contesta reclama\u021bia<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-dominant-color=\"7a90a7\" data-has-transparency=\"false\" style=\"--dominant-color: #7a90a7;\" decoding=\"async\" loading=\"lazy\" width=\"500\" height=\"300\" src=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/reclamatii.gif\" alt=\"\" class=\"not-transparent wp-image-4311\"\/><\/figure>\n\n\n\n<p>Atunci c\u00e2nd un client are o pl\u00e2ngere sau posteaz\u0103 un review negativ, po\u021bi fi tentant s\u0103-i spui c\u0103 gre\u0219e\u0219te, nu-i a\u0219a? Dar, chiar dac\u0103 realitatea este complet neconform\u0103 cu reclama\u021bia, s\u0103 spui asta nu va face nimic util pentru a atenua situa\u021bia. G\u00e2nde\u0219te situa\u021bia astfel: pune-te \u00een papucii lui. El are un anumit nivel de a\u0219tept\u0103ri, poate fi o tipologie de client mai exigent\u0103, iar el te poate ajuta enorm s\u0103 afli ce \u00ee\u0219i dore\u0219te. \u00cenva\u021b\u0103 din experien\u021ba lui, cunoa\u0219te-i modul de a g\u00e2ndi \u0219i \u00eentreab\u0103-te &#8220;Oare cum m\u0103 poate ajuta acest client s\u0103 monetizez mai mult serviciile mele?&#8221;<\/p>\n\n\n\n<p> A\u0219a c\u0103, \u00een loc s\u0103 te cer\u021bi, s\u0103 provoci \u0219i s\u0103 frustrezi \u0219i mai mult clientul, ASCULT\u0102-L ACTIV.<\/p>\n\n\n\n<p>Am v\u0103zut c\u0103 majoritaea oamenilor de v\u00e2nz\u0103ri \u0219i suport spun &#8220;v\u0103 ascult!&#8221; Dar de fapt ei vor s\u0103 g\u0103seasc\u0103 un moment \u00een care s\u0103 \u00ee\u0219i expun\u0103 p\u0103rerea \u0219i argumentele. Ascultarea activ\u0103 presupune prezen\u021ba con\u0219tient\u0103 pe parcursul conversa\u021biei, empatie, r\u0103bdare \u0219i implicare constant\u0103.<\/p>\n\n\n\n<ol><li><strong>In\u021belege.<\/strong>&nbsp;cel care ascult\u0103 este atent la vorbitor la limbajul verbal \u015fi non-verbal\u0103, la modul \u00een care face pauze, c\u00e2nd se tureaz\u0103, sau cum scrie, cum folose\u0219te punctua\u021bia &#8211; \u00een cazul reclama\u021biilor \u00een scris.<\/li><li><strong>P\u0103streaz\u0103.<\/strong>&nbsp;Aminte\u0219te-\u021bi punctele cheie \u0219i exact cuvintele lui \u0219i ce meaj transmite.<\/li><li><strong>R\u0103spunde.&nbsp;<\/strong>R\u0103spunde pentru a confirma \u00een\u0163elegerea mesajului, cere confirmare folosind exact cuvintele reclamantului pentru a te asigura c\u0103 nu ai denaturat mesajul: &#8221; prin urmare ati spus ca produsul are o zona de argintiu al plasticului care pare ieftina, prin urmare nu este exact ca in imagine \u0219i nu aspira cum v-ati asteptat, pute\u021bi fi mai specific vizavi de modul in care va asteptati sa aspire?&#8221;<\/li><\/ol>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Raspunde_politicos_si_prompt\"><\/span><strong>R\u0103spunde politicos \u0219i prompt<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Indiferent c\u00e2t de mult \u00ee\u021bi atac\u0103 un client afacerea \u0219i \u00ee\u021bi arunc\u0103 review-uri negative, \u021bine cont de vechea zical\u0103 &#8211; \u201eClientul are \u00eentotdeauna dreptate\u201d, \u00eens\u0103 doar dac\u0103, are a\u0219tept\u0103rile bine aliniate. <\/p>\n\n\n\n<p>Dac\u0103 clientul se a\u0219tepta s\u0103 \u00eei \u00eempachetezi produsul cu o cutie de cadou, poate nu este avantajos la acest moment s\u0103 oferi acest serviciu, dar hey! Dac\u0103 introduci pe viitor aceast\u0103 op\u021biune \u0219i o \u0219i monetizezi. Data viitoare pune \u00een poz\u0103 cu ce tip de cutie se va livra produsul t\u0103u: de exemplu dac\u0103 e vorba de o bijuterie, cutia de prezentare e foarte important\u0103.<\/p>\n\n\n\n<p>Este o \u0219ans\u0103 pentru tine de a te \u00eembun\u0103t\u0103\u021bi \u0219i de a le ar\u0103ta clien\u021bilor c\u0103 \u00ee\u021bi pas\u0103 cu adev\u0103rat. De fiecare dat\u0103 c\u00e2nd prime\u0219ti o pl\u00e2ngere, nu ceda tenta\u021biei de a o ignora. \u00ce<strong>n schimb, r\u0103spunde politicos \u0219i rapid.<\/strong> De altfel, este mai mult dec\u00e2t util s\u0103 \u00ee\u021bi propui un standard, ca timp de r\u0103spuns. De exemplu, \u00een dou\u0103 ore \u00een timpul programului normal \u0219i nu mai t\u00e2rziu de pr\u00e2nz, a doua zi, pentru recenziile nocturne. Ajut\u0103, fie c\u0103 spunem un simplu \u201eam v\u0103zut comentariul, revenim cu un r\u0103spuns\u201d.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Scuza-te_si_rezolva\"><\/span><strong>Scuz\u0103-te \u0219i rezolv\u0103<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-dominant-color=\"6a85a5\" data-has-transparency=\"false\" style=\"--dominant-color: #6a85a5;\" decoding=\"async\" loading=\"lazy\" width=\"500\" height=\"300\" src=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/sorry.gif\" alt=\"\" class=\"not-transparent wp-image-4312\"\/><\/figure>\n\n\n\n<p>S\u0103 presupunem c\u0103 cineva posteaz\u0103 un feedback negativ pe site-ul s\u0103u pagina de Facebook a magazinului t\u0103u online. \u00cen loc s\u0103 intri \u00een panic\u0103 \u0219i s\u0103-l \u0219tergi, sau poate s\u0103 trimi\u021bi un mesaj privat f\u0103r\u0103 a posta niciun r\u0103spuns pe care s\u0103-l vad\u0103 toat\u0103 lumea, ar trebui s\u0103-\u021bi ceri scuze \u0219i s\u0103 ar\u0103\u021bi c\u0103 \u00ee\u021bi pas\u0103. \u021aine cont c\u0103 un simplu r\u0103spuns sau scuzele f\u0103r\u0103 alte ac\u021biuni nu vor fi de folos. Chiar trebuie s\u0103 ajungi la o rezolu\u021bie, indiferent c\u00e2t de dificil\u0103, costisitoare sau consumatoare de timp ar fi.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Nu_sterge_niciodata_reclamatiile\"><\/span><strong>Nu \u0219terge niciodat\u0103 reclama\u021biile<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Cum spuneam \u0219i mai sus, tenta\u021bia exist\u0103, dar d\u0103uneaz\u0103. Po\u021bi transforma un review negativ \u00eentr-un exemplu de rela\u021bii cu clien\u021bii, dar \u0219i \u00een sprijin pentru oricine altcineva ar putea avea o problem\u0103 similar\u0103 \u0219i caut\u0103 un r\u0103spuns online. C\u00e2nd \u0219tergi o pl\u00e2ngere, ce fel de mesaj crezi c\u0103 le trimi\u021bi oamenilor care deja au v\u0103zut mesajul? Ce \u00eei transmi\u021bi reclamantului? Dac\u0103 ar fi invers, cu tine \u00een rol de reclamant, probabil c\u0103 te-ai enerva. E ca \u0219i cum compania doar te-ar \u00eendep\u0103rta \u0219i nici m\u0103car nu i-ar p\u0103sa de experien\u021ba ta. \u0218tergerea unui comentariu sau a unei recenzii nu va face s\u0103 dispar\u0103 reclama\u021bia \u0219i situa\u021bia \u00een sine. De cele mai multe ori, pui gaz pe foc \u0219i \u00ee\u021bi \u0219i pui afacerea \u00een pericol.<\/p>\n\n\n\n<p>Site-ul t\u00e2u devine super credibil, daxc\u0103 ai solu\u021bionat \u0219i nemul\u021bumi\u021bi.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Explica_de_ce_transferi_o_reclamatie_altui_departament\"><\/span><strong>Explic\u0103 de ce transferi o reclama\u021bie altui departament<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Ai sunat vreodat\u0103 la un num\u0103r de rela\u021bii cu clien\u021bii \u0219i ai sim\u021bit c\u0103 explodezi, pentru c\u0103 tot e\u0219ti transferat de la o persoan\u0103 la alta? Sau ai ajuns cu un mail de reclama\u021bie, \u00eens\u0103 mai departe \u00eentre departamente, f\u0103r\u0103 un r\u0103spuns concret? Cu siguran\u021b\u0103 nu vrei ca \u0219i proprii t\u0103i clien\u021bi s\u0103 treac\u0103 prin asta. Rezolvarea e simpl\u0103: explic\u0103 faptul c\u0103 un specialist sau persoan\u0103 responsabil\u0103 va gestiona, \u00een continuare, apelul, astfel \u00eenc\u00e2t situa\u021bia s\u0103 poat\u0103 fi rezolvat\u0103 mai bine \u0219i mai rapid. Ca rezultat, clientul va sim\u021bi c\u0103 acest lucru este necesar \u0219i c\u0103 se face chiar \u00een beneficiul s\u0103u. Totu\u0219i, pe c\u00e2t posibil, ar trebui s\u0103 eficientizezi fluxurile \u0219i s\u0103 limitezi transferul de apeluri sau ping-pong-ul pe mail.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Ofera_suport_multi-channel\"><\/span><strong>Ofer\u0103 suport multi-channel<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Exist\u0103 moduri aproape nelimitate prin care un client ajunge la magazinul t\u0103u online. Unii pot c\u0103uta direct numele magazinului, al\u021bii pot ajunge de pe re\u021belele sociale, pot c\u0103uta produse pe web sau pot fi redirec\u021biona\u021bii de pe platformele de reseller. Cu at\u00e2t de multe scenarii, preferin\u021ba de interac\u021biune cu utilizatorul va depinde, \u00een totalitate, de calea urmat\u0103. Activarea suportului multi-chanal pentru clien\u021bii t\u0103i \u00eei ajut\u0103 pe ace\u0219tia s\u0103 se conecteze cu tine \u0219i s\u0103 \u00ee\u0219i rezolve situa\u021biile, \u00een mod eficient. Re\u021bine\u021bi c\u0103 nu canalul prin care are loc interac\u021biunea este prioritatea, ci satisfac\u021bia clien\u021bilor.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Incurajeaza_feedback-ul\"><\/span><strong>\u00cencurajeaz\u0103 feedback-ul<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-dominant-color=\"637e92\" data-has-transparency=\"false\" style=\"--dominant-color: #637e92;\" decoding=\"async\" src=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/review.jpg\" alt=\"\" class=\"not-transparent wp-image-4314\"\/><\/figure>\n\n\n\n<p>Nu te teme de r\u0103spunsurile clien\u021bilor! Au nevoie de produs \u0219i de aceea au plasat o comand\u0103. Acum, trebuie doar s\u0103 le ceri feedback-ul. Iar dac\u0103 vorbim despre o comand\u0103 cu un pic de vechime, te po\u021bi conecta pur \u0219i simplu cu clientul, pentru a \u00eentreba dac\u0103 produsul func\u021bioneaz\u0103 bine \u0219i experien\u021ba este cea a\u0219teptat\u0103. Oamenii vor aprecia interesul. Po\u021bi cere clien\u021bilor feedback despre serviciile deja existente, la care au avut acces, sau despre noile op\u021biuni pe care le oferi. C\u00e2nd mizezi pe sfaturile clien\u021bilor t\u0103i, ace\u0219tia se simt aprecia\u021bi \u0219i mai bine conecta\u021bi cu afacerea ta. De exemplu am observat c\u0103 se cere feedback pe grupuri despre serviciile prestate: Sunteti client a-i firmei noastre, Puteti sa ne spuneti care este feedback-ul pe care il aveti despre solutiile oferite de noi?<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Pastreaza-ti_energia\"><\/span><strong>P\u0103streaz\u0103-\u021bi energia<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Dup\u0103 un tsunami realizat de o reclama\u021bie acid\u0103, \u00een departamentul firmei tale este mare sup\u0103rare. Pune-i pe angaja\u021bi s\u0103 \u00ee\u0219i ia angajamentul pe viitor c\u0103 o s\u0103 fie mai responsabili, sau care este lec\u021bia \u00eenv\u0103\u021bat\u0103 \u0219i p\u0103stra\u021bi-v\u0103 energia pentru alte discu\u021bii. Nu este necesar s\u0103 dezbate\u021bi o zi \u00eentreag\u0103 o reclama\u021bie \u0219i s\u0103 pune\u021bi la zid vinovatul. La banca la care lucram acum 7 ani era o obisnuin\u021b\u0103 \u00een a face public shaming angaja\u021bilor. <\/p>\n\n\n\n<p>Pe vremea aceea nici nu \u0219tiam ce \u00eenseamn\u0103. Mustrarea \u00een public este o form\u0103 de pedeaps\u0103 a c\u0103rei caracteristic\u0103 principal\u0103 este dezonoarea sau subminarea calit\u0103\u021bilor unei persoane, de obicei unui infractor sau un prizonier, \u00een special \u00eentr-un loc public. A fost folosit \u00een mod regulat ca o form\u0103 de pedeaps\u0103 sanc\u021bionat\u0103 judiciar \u00een secolele precedente \u0219i este \u00eenc\u0103 practicat prin diferite mijloace \u00een epoca modern\u0103.<\/p>\n\n\n\n<p>Oamenii nu mai erau motiva\u021bi, le sc\u0103dea productivitatea \u0219i calitatea muncii, aveau probleme de socializare \u0219i nu mai erau dispu\u0219i s\u0103 munceasc\u0103 \u00een echipe, iar cei mai con\u0219tien\u021bi de aceste m\u0103suri neadecvate \u0219i primitive, plecau rapid la alt loc de munc\u0103. Important este ce \u00eenve\u021bi din gre\u0219eli, iar abordarea \u00een acest secol trebuie s\u0103 fie constructiv\u0103.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Surprinde-i_placut\"><\/span><strong>Surprinde-i pl\u0103cut!<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong>Cea mai simpl\u0103 \u0219i mai eficient\u0103 metod\u0103 de a rec\u00e2\u0219tiga bun\u0103voin\u021ba unui client nemul\u021bumit este s\u0103 \u00eei oferi un cadou.<\/strong> Restabile\u0219te rela\u021bia bun\u0103 de dinainte, iar el va deveni fidel firmei tale. Eu am comandat pentru feti\u021bele mele gemene dou\u0103 rochi\u021be la fel cu lumini \u0219i fluturi. \u00cens\u0103, deoarece comerciantul a observat c\u0103 nu avea \u00een stocul fizic dou\u0103 la fel, a ales s\u0103 \u00eemi trimit\u0103 o rochi\u021b\u0103 diferit\u0103, f\u0103r\u0103 s\u0103 m\u0103 \u00eentrebe \u00eenainte. Am fost de-a dreptul furioas\u0103. Copii erau mici \u0219i nu puteam face apel la \u00een\u021belegerea lor, a\u0219a c\u0103 am f\u0103cut reclama\u021bie. Rezultatul \u0219i-au cerut scuze \u0219i mi-au trimis \u0219i dou\u0103 diademe de pus \u00een p\u0103r, f\u0103r\u0103 costuri \u00een plus. A apeciat gestul f\u0103cut, mai ales c\u0103 ultimul pachet a ajuns foarte t\u00e2rziu, aproape de ziua lor.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Seteaza_o_ierarhie_de_suport\"><\/span><strong>Seteaz\u0103 o ierarhie de suport<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Ca startup, nu trebuie s\u0103 \u00ee\u021bi faci griji pentru gestionarea \u0219i \u00eenchiderea reclama\u021biilor clien\u021bilor, \u00een diferite etape. Vei prelua conducerea chiar tu, pentru tot ce \u021bine de gestionarea reclama\u021biilor clien\u021bilor. Dar, pe m\u0103sur\u0103 ce cre\u0219ti \u00een pia\u021b\u0103, te preocup\u0103 scalarea \u0219i afacerea ia amploare, trebuie s\u0103 redimensionezi \u0219i dimensiunea echipei \u0219i s\u0103 distribui eficient rolurile. Crearea unui sistem bazat pe ierarhie va u\u0219ura urm\u0103rirea reclama\u021biilor \u0219i te va ajuta s\u0103 optimizezi ratele de \u00eenchidere a reclama\u021biilor. Uneori, un client poate cere rambursarea produsului, odat\u0103 ce returul este livrat. Trebuie s\u0103 ai deja o politic\u0103, ierarhie \u0219i putere de decizie alocat\u0103 \u00een platforma eCommerce, pentru a finaliza cu bine o astfel de solicitare. Delegarea unor echipe separate, cu rol \u0219i putere de decizie deja definite, \u00een diferite etape de interac\u021biune te va ajuta s\u0103 simplifica\u021bi lucrurile.<\/p>\n\n\n\n<h2><span class=\"ez-toc-section\" id=\"Idei_de_intro_la_reclamatii\"><\/span>Idei de intro la reclama\u021bii <span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img data-dominant-color=\"4a4b50\" data-has-transparency=\"false\" style=\"--dominant-color: #4a4b50;\" decoding=\"async\" src=\"https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/Customers-care.jpg\" alt=\"\" class=\"not-transparent wp-image-4315\"\/><\/figure>\n\n\n\n<p>&#8220;Suntem ochi \u0219i urechi! Acord\u0103m aten\u021bie deosebit\u0103 feedback-ului oferit \u0219i devenim mai rapizi \u00een ceea ce priveste procesarea \u0219i rezolvarea solicit\u0103rilor pe care le primim.&#8221; sau &#8220;C\u00e2nd se produce o neregul\u0103 sau serviciul nostru nu se ridic\u0103 la nivelul a\u0219tept\u0103rilor dvs., trebuie s\u0103 ne spune\u021bi. Apreciem feedback-ul d-voastr\u0103 \u0219i timpul oferit, deoarece dorim s\u0103 v\u0103 oferim produse \u0219i servicii c\u00e2t mai bune.&#8221;<\/p>\n\n\n\n<h3><span class=\"ez-toc-section\" id=\"Dar_ce_te_faci_cand_ai_o_reclamatie_nefondata_care_are_ca_rol_de_a-ti_strica_reputatia\"><\/span><strong>Dar ce te faci c\u00e2nd ai o reclama\u021bie nefondat\u0103, care are ca rol de a-\u021bi strica reputa\u021bia?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>O reclama\u021bie trebuie analizat\u0103 ini\u021bial, iar dac\u0103 este vorba de un caz izolat, se poate da un r\u0103spuns care s\u0103 demonstreze bun\u0103voin\u021ba ta de a analiza \u0219i de a reveni cu o solu\u021bie. Un posibil r\u0103spuns: &#8220;Trat\u0103m cu seriozitate reclama\u021biile, din istoric conduita anagajatilor nostri, nu a avut astfel de feedback-uri. V\u0103 rug\u0103m s\u0103 oferi\u021bi detalii despre tipul acuzatiei aduse, dovezi \u0219i date, calitatea d-voastr\u0103 \u00een aceast\u0103 spe\u021b\u0103 \u0219i ce solu\u021bionare se a\u0219teapt\u0103. Nu avem informa\u021bii despre aceast\u0103 problem\u0103 pe care a\u021bi expus-o, (eventual nu avem date ca sunteti client) \u0219i vrem s\u0103 ne asigur\u0103m c\u0103 vom lua cu celeritate m\u0103surile care se impun. \u00cens\u0103, dac\u0103 reclama\u021bia este nefondat\u0103, v\u0103 rug\u0103m s\u0103 da\u021bi dovad\u0103 de \u00een\u021belegere \u0219i s\u0103 reveni\u021bi asupra punctului de vedere ini\u021bial. Reclama\u021biile nefondate aduc prejudicii de imagine \u0219i vom ac\u021biona pentru a ne cere respectarea drepturilor.&#8221;<\/p>\n\n\n\n<p>Ai avut o astfel de spe\u021b\u0103, tu cum ai reac\u021bionat?<\/p>\n\n\n\n<p>Acestea fiind spuse, ascult\u0103 asertiv \u0219i activ clien\u021bii, seteaz\u0103 corect a\u0219tept\u0103rile. R\u0103spunde oric\u0103rei solicit\u0103ri \u0219i caut\u0103, mereu, solu\u021bia constructiv\u0103. <\/p>\n\n\n\n<p>Cu <a href=\"https:\/\/easy-sales.com\/ro\">easy-sales.com<\/a> \u00ee\u021bi facilit\u0103m accesul la o platform\u0103 multichannel de management v\u00e2nz\u0103ri automate ce a devenit popular\u0103 prin faptul c\u0103 po\u021bi lista automatizat oferte pe marketplace-uri populare, deja integrate \u00een platform\u0103.<\/p>\n\n\n\n<p>Dac\u0103 deja vinzi pe eMag \u0219i\/sau inten\u021bionezi s\u0103 vinzi pe alte marketplace-uri populare (eBay, Vivre, Elefant, cel.ro, okazii, olx), pentru rezultate performante este necesar s\u0103:<\/p>\n\n\n\n<ul><li>accesezi o singur\u0103 platform\u0103, \u00een loc de mai multe<\/li><li>s\u0103 listezi automatizat produse<\/li><li>s\u0103 beneficiezi de sincroniz\u0103ri automate de date<\/li><li>s\u0103 procesezi comenzile \u00eentr-un singur loc, indiferent de sursa comenzilor.<\/li><\/ul>\n\n\n\n<p>\u00cencepe deja listarea pe marketplace-uri ce \u00ee\u021bi aduc comenzile sperate. Testeaz\u0103 gratuit 14 zile. F\u0103r\u0103 card de credit \u0219i f\u0103r\u0103 obliga\u021bii. <a href=\"https:\/\/easy-sales.com\/register\">M\u0103 \u00eenscriu gratuit<\/a> <\/p>\n\n\n\n<p>Spor la v\u00e2nz\u0103ri \u0219i inspira\u021bie!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00cen orice afacere online, vei \u00eent\u00e2lni \u00eentotdeauna \u0219i cump\u0103r\u0103tori nemul\u021bumi\u021bi, sup\u0103ra\u021bi \u0219i chiar detractori ce \u00ee\u0219i vor face cunoscute nemul\u021bumirile prin reclama\u021bii, comentarii \u0219i recenzii. Dar bucur\u0103-te! De ce? Vestea proast\u0103 e c\u0103&nbsp;doar 8% din clien\u021bii nemultumi\u021bi aleg s\u0103 fac\u0103 o reclama\u021bie. Faptul c\u0103 descoperi nemul\u021bumiri, asta te ajut\u0103 s\u0103 afli ce merge prost, f\u0103r\u0103 cercet\u0103ri ample, f\u0103r\u0103 a introduce mystery client \u0219i alte procese consumatoare de timp. Un lucru cert este c\u0103 nu \u00eei vei putea ignora pe cei care se pl\u00e2ng de calitatea produselor sau serviciilor pe care le furnizezi prin platforma online, mai ales prin marketplace-ul eMag.\u2026<\/p>\n","protected":false},"author":5,"featured_media":4309,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[12],"tags":[],"blocksy_meta":{"styles_descriptor":{"styles":{"desktop":"","tablet":"","mobile":""},"google_fonts":[],"version":5}},"acf":[],"featured_image_urls":{"full":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false],"thumbnail":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-150x150.webp",150,150,true],"medium":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-300x180.webp",300,180,true],"medium_large":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false],"large":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false],"1536x1536":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false],"2048x2048":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false]},"post_excerpt_stackable":"<p>Cuprins Las\u0103 la o parte sentimenteleNu contesta reclama\u021biaR\u0103spunde politicos \u0219i promptScuz\u0103-te \u0219i rezolv\u0103Nu \u0219terge niciodat\u0103 reclama\u021biileExplic\u0103 de ce transferi o reclama\u021bie altui departamentOfer\u0103 suport multi-channel\u00cencurajeaz\u0103 feedback-ulP\u0103streaz\u0103-\u021bi energiaSurprinde-i pl\u0103cut!Seteaz\u0103 o ierarhie de suportIdei de intro la reclama\u021bii Dar ce te faci c\u00e2nd ai o reclama\u021bie nefondat\u0103, care are ca rol de a-\u021bi strica reputa\u021bia? \u00cen orice afacere online, vei \u00eent\u00e2lni \u00eentotdeauna \u0219i cump\u0103r\u0103tori nemul\u021bumi\u021bi, sup\u0103ra\u021bi \u0219i chiar detractori ce \u00ee\u0219i vor face cunoscute nemul\u021bumirile prin reclama\u021bii, comentarii \u0219i recenzii. Dar bucur\u0103-te! De ce? Vestea proast\u0103 e c\u0103&nbsp;doar 8% din clien\u021bii nemultumi\u021bi aleg s\u0103 fac\u0103 o reclama\u021bie. Faptul c\u0103 descoperi nemul\u021bumiri, asta&hellip;<\/p>\n","category_list":"<a href=\"https:\/\/easy-sales.com\/blog\/ro\/category\/sales-marketing\/\" rel=\"category tag\">Sales &amp; Marketing<\/a>","author_info":{"name":"easySales Team","url":"https:\/\/easy-sales.com\/blog\/ro\/author\/easysales\/"},"comments_num":"0 comments","featured_image_urls_v2":{"full":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false],"thumbnail":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-150x150.webp",150,150,true],"medium":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-300x180.webp",300,180,true],"medium_large":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false],"large":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false],"1536x1536":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false],"2048x2048":["https:\/\/easy-sales.com\/blog\/ro\/wp-content\/uploads\/2022\/01\/cum-sa-raspunzi-la-reclamatii-1-jpg-webp.webp",500,300,false]},"post_excerpt_stackable_v2":"<p>Cuprins Las\u0103 la o parte sentimenteleNu contesta reclama\u021biaR\u0103spunde politicos \u0219i promptScuz\u0103-te \u0219i rezolv\u0103Nu \u0219terge niciodat\u0103 reclama\u021biileExplic\u0103 de ce transferi o reclama\u021bie altui departamentOfer\u0103 suport multi-channel\u00cencurajeaz\u0103 feedback-ulP\u0103streaz\u0103-\u021bi energiaSurprinde-i pl\u0103cut!Seteaz\u0103 o ierarhie de suportIdei de intro la reclama\u021bii Dar ce te faci c\u00e2nd ai o reclama\u021bie nefondat\u0103, care are ca rol de a-\u021bi strica reputa\u021bia? \u00cen orice afacere online, vei \u00eent\u00e2lni \u00eentotdeauna \u0219i cump\u0103r\u0103tori nemul\u021bumi\u021bi, sup\u0103ra\u021bi \u0219i chiar detractori ce \u00ee\u0219i vor face cunoscute nemul\u021bumirile prin reclama\u021bii, comentarii \u0219i recenzii. Dar bucur\u0103-te! De ce? Vestea proast\u0103 e c\u0103&nbsp;doar 8% din clien\u021bii nemultumi\u021bi aleg s\u0103 fac\u0103 o reclama\u021bie. Faptul c\u0103 descoperi nemul\u021bumiri, asta&hellip;<\/p>\n","category_list_v2":"<a href=\"https:\/\/easy-sales.com\/blog\/ro\/category\/sales-marketing\/\" rel=\"category tag\">Sales &amp; Marketing<\/a>","author_info_v2":{"name":"easySales Team","url":"https:\/\/easy-sales.com\/blog\/ro\/author\/easysales\/"},"comments_num_v2":"0 comments","yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Cum gestion\u0103m reclama\u021biile \u00een eCommerce - easySales Blog<\/title>\n<meta name=\"description\" content=\"Cum s\u0103 r\u0103spunzi corect oric\u0103rei reclama\u021bii, review negativ sau comentariu despre produsele tale\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/easy-sales.com\/blog\/ro\/cum-gestionam-reclamatiile-in-ecommerce\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cum gestion\u0103m reclama\u021biile \u00een eCommerce - 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