Uma amakhasimende enenkinga, ungacabanga ukuthi lokho kuzoba into esemqoka abanakayo.Kodwa ucwaningo olusha luphakamisa ukuthi into eyodwa ibaluleke kakhulu.

Indlela ababona ngayo

“Amakhasimende akhathalela kakhulu ukuthi izinkampani zizisingatha kanjani izinkinga zazo kunokuba kube khona izinkinga kwasekuqaleni,” kusho abacwaningi bakwaGallup uJohn Timmerman noDaniela Yu, abasanda kuphothula ucwaningo lwe-Silver Lining of Customer Problems. 

Cishe u-60% wamakhasimende abe nezinkinga - futhi kudingeke ukuthi afinyelele kusevisi yamakhasimende ukuze athole usizo - ezinyangeni eziyisithupha ezedlule, ucwaningo lwe-Gallup luthole.Futhi, kuvele ukuthi angamakhasimende okungenzeka ukuthi athembeke. 

Lapho abasebenzi abaphambili besingatha izinkinga ngempumelelo, ngokuvamile basiza inkampani ukuthi igweme ukukhohlakala kwamakhasimende kanye nokwethembeka okuphukile.Empeleni bagcina bekhulisa ukuzibandakanya kwamakhasimende.

Amakhasimende angazitholi izinkinga - kanye ne-rebound yenkampani - bayahlanganyela, kodwa hhayi ezingeni lalabo ababe nezinkinga ezisingathwe kahle.

Yeka ukuthi inkinga ephethwe kahle ibukeka kanjani 

Kodwa yini inkinga “esingathwe kahle” emehlweni amakhasimende?

U-Gallup uthole ukuthi lezi zici ezintathu zinomthelela omkhulu ekutheni amakhasimende abone ukuthi inkinga yawo isingethwe kahle yini:

isilinganiso sesigameko (inani lezikhathi lapho lokhu noma inkinga efanayo yenzeka khona kanye/noma inombolo yezikhathi obekufanele bafinyelele ngazo ukuze bathole usizo)

ubunzima (ukuthi inkinga ibathinte kabi kangakanani), kanye

ukwaneliseka kwesinqumo (indlela ababejabule ngayo ngesixazululo).

Nansi indlela ongayithinta ngayo kahle isici ngasinye.

Linganisa 

Amanani ezigameko ayahluka ngomkhakha.Isibonelo, kunezinkinga eziningi zamakhasimende embonini yokudayisa kunezosizo lwezenhlalakahle embonini yokunakekelwa kwezempilo.Kodwa ubukhali buphansi ekuthengiseni futhi buphezulu ekunakekelweni kwezempilo.

Isihluthulelo sokunciphisa izinga lezinkinga ukulandela.Inqubo yokuxazulula inkinga ayisebenzi uma lungekho uhlelo lokuvala iluphu.Uma izinkinga sezixazululiwe, othile noma into ethile kudingeka ibheke umsuka wayo bese iwuqeda. 

Enye inhlangano, elandela izimiso zekhwalithi ezi-Six Sigma, isebenzisa i-“5 Whys.”Uma ungakwenzi ngokusemthethweni, ungakwazi ngokusemthethweni ukusiza ukumba izimpande futhi uziqede lapho ubona amaphethini ezinkinga zamakhasimende.Kalula nje, ubuza amahlanu (noma ngaphezulu) “Kungani?”imibuzo (Kungani u-X kwenzekile?, Kungani u-Y engenzekanga?, Kungani singabonanga u-Z?, njll.), ngayinye isekelwe empendulweni yombuzo odlule, ukuze kuvuleke udaba.Ungathola imininingwane eyengeziwe ngezinzuzo ze-5 Kungani Inqubo nokuthi ungayenza kanjani lapha.

Ukuqina

Akumangalisi ukuthi amakhasimende ahlangabezana nezinkinga ezincane azimisele ukubuya.Kodwa amakhasimende anezinkinga ezimaphakathi noma ezinkulu ngeke akwazi ukubuya, abacwaningi bathole.

Ngakho ungabunciphisa kanjani ubunzima banoma iyiphi inkinga yekhasimende?Yazi ubuthakathaka bakho. 

Akuvamile ukuba inkampani ibe inhle kukho konke.Zihlole njalo izinqubo zakho ukuze uthole ukuthi amaphutha avamile enzeka kuphi.Amaphutha amakhulu ngokuvamile aba umphumela wezinqubo ezinephutha noma isiko elingakhiqizi kunokuba abangelwa isisebenzi esisodwa noma isigameko.

Ukwaneliseka kwesinqumo 

Abacwaningi bathole ukuthi amakhasimende angaphezu kuka-90% azizwe enelisekile ngomphumela ngemva kwenkinga lapho: 

l inkampani (noma isisebenzi) yathatha ubunikazi benkinga

l inkampani yenze ikhasimende lazizwa libalulekile futhi lithenjwa

l udaba lwaxazululwa ngokushesha, futhi

l Abasebenzi bazwakalise ukuzisola okuqotho.

Ambalwa kakhulu amakhasimende athe ukubuyiselwa noma isinxephezelo kuyawagculisa.Ngakho inqubo yakho yokuxazulula kanye nemizamo idinga ukugxila ezintweni ezine ezithinta indlela amakhasimende azizwa ngayo.

Kopisha kokuthi Izinsiza Ze-inthanethi