{"id":1574,"date":"2012-09-24T16:49:00","date_gmt":"2012-09-24T16:49:00","guid":{"rendered":"https:\/\/pellavasydan.fi\/index.php\/2012\/09\/24\/palautteen-vastaanottamisen-taito\/"},"modified":"2012-09-24T16:49:00","modified_gmt":"2012-09-24T16:49:00","slug":"palautteen-vastaanottamisen-taito","status":"publish","type":"post","link":"https:\/\/pellavasydan.fi\/?p=1574","title":{"rendered":"Palautteen vastaanottamisen taito"},"content":{"rendered":"<p><\/p>\n<div style=\"clear: left; float: left; margin-bottom: 1em; margin-right: 1em;\"><\/div>\n<div style=\"clear: right; float: right; margin-bottom: 1em; margin-left: 1em;\"><img decoding=\"async\" alt=\"N\u00e4yt\u00e4 tiedot\" class=\"imgThumb\" id=\"imgHvThumb\" src=\"http:\/\/officeimg.vo.msecnd.net\/en-us\/images\/MB900024509.jpg\" style=\"height: 120px; max-width: 120px; visibility: visible; width: 120px;\" title=\"N\u00e4yt\u00e4 tiedot\" \/><\/div>\n<p>Yritt\u00e4j\u00e4lle on t\u00e4rke\u00e4\u00e4 saada palautetta. Ainakin sen pit\u00e4isi olla t\u00e4rke\u00e4\u00e4. Monet ymm\u00e4rt\u00e4v\u00e4t sen ja aktiivisesti ker\u00e4\u00e4v\u00e4t asiakkaidensa mielipiteit\u00e4, jopa palkitsevat saamistaan palautteista.<\/p>\n<p>Kiitosta on toki kiva vastaanottaa ja kehuja saadessaan jokainen meist\u00e4 ymm\u00e4rt\u00e4\u00e4 olevansa oikealla tiell\u00e4 valintojensa suhteen. Mutta kritiikki vasta auttaakin selvitt\u00e4m\u00e4\u00e4n suuntaa. Jos teet virheit\u00e4, et voi korjata niit\u00e4, ellet tule tietoiseksi asioista, jotka menev\u00e4t vikaan.<\/p>\n<p>Karkeasti asiakaspalvelijat (ovat he sitten yritt\u00e4ji\u00e4 tai henkil\u00f6kuntaa) voidaan jakaa siis kahteen joukkoon: ne jotka osaavat ottaa palautteen vastaan ja sitten on ne, jotka sen sijaan selitt\u00e4v\u00e4t ja ehk\u00e4 on viel\u00e4 kolmaskin ryhm\u00e4 (ei kai?) jotka suuttuvat.<\/p>\n<p><a href=\"http:\/\/officeimg.vo.msecnd.net\/en-us\/images\/MB900356586.gif\" style=\"clear: left; float: left; margin-bottom: 1em; margin-right: 1em;\"><img decoding=\"async\" alt=\"N\u00e4yt\u00e4 tiedot\" border=\"0\" class=\"imgThumb\" id=\"imgHvThumb\" src=\"http:\/\/officeimg.vo.msecnd.net\/en-us\/images\/MB900356586.gif\" style=\"height: 120px; max-width: 120px; visibility: visible; width: 120px;\" title=\"N\u00e4yt\u00e4 tiedot\" \/><\/a>Hyv\u00e4 testi on menn\u00e4 sanomaan kauppiaalle vaikkapa n\u00e4in: &#8221;Olipa hankala l\u00f6yt\u00e4\u00e4 teid\u00e4n aukioloaikojanne!&#8221; <span style=\"color: orange;\">Selitt\u00e4j\u00e4<\/span> alkaa puolustella tyyliin: &#8221;Ei pid\u00e4 paikkaansa, onhan meill\u00e4 nettisivuillakin aukioloajat, on ainakin ennen ollut. Ja lehtimainoksiinkin laitamme aina aukioloajat. Ja kyll\u00e4 ne tuolla ulko-ovessakin on, ellei joku ole laittanut jotain mainosta siihen p\u00e4\u00e4lle&#8221; taijotainsamantapaista. &#8221;Onpas teille hankala l\u00f6yt\u00e4\u00e4&#8221; tai &#8221;Teill\u00e4 ei ole tarpeeksi parkkipaikkoja&#8221; tai &#8230;<\/p>\n<p>Sensijaan <span style=\"color: orange;\">viisas asiakaspalvelija<\/span> sanoisi esimerkiksi n\u00e4in: &#8221;Voi ei, ehdottomasti olette oikeassa siin\u00e4, kyll\u00e4 aukioloajat pit\u00e4\u00e4 olla selv\u00e4sti n\u00e4kyviss\u00e4. Mitenk\u00e4 voisimme parantaa tilannetta &#8211; olisiko teill\u00e4 ehdotus, mihin ne pit\u00e4isi laittaa n\u00e4kyviin? Kiitos viel\u00e4 palautteestanne, teemme parhaamme, ett\u00e4 asiaan tulee korjaus!&#8221;<\/p>\n<p>Vai mit\u00e4 ajattelette?<br \/>Ensimm\u00e4isess\u00e4 tilanteessa asiakas tuntee itsens\u00e4 typer\u00e4ksi ja toivoo, ettei olisi suutansa avannut. Sen sijaan h\u00e4n toisessa tapauksessa saa tuntea olevansa yritykselle t\u00e4rke\u00e4. H\u00e4nt\u00e4 arvostetaan.<\/p>\n<p>JOS asiakas ei n\u00e4e aukioloaikoja, ne todenn\u00e4k\u00f6isesti ovat jotenkin huonossa paikassa tai heikosti havaittavissa. Ainakin t\u00e4m\u00e4n, ja ehk\u00e4 monen muunkin, asiakkaan mielest\u00e4. Jokainen asiakas on kai meille t\u00e4rke\u00e4.<\/p>\n<p>T\u00e4t\u00e4 YRIT\u00c4N itse toteuttaa. Etten koskaan nolaisi asikasta, joka uskaltaa antaa palautetta, vaan antaisin ymm\u00e4rt\u00e4\u00e4, ett\u00e4 h\u00e4n on oikeassa. <span style=\"color: orange;\">Asiakashan on aina oikeassa.<\/span><\/p>\n<table align=\"center\" cellpadding=\"0\" cellspacing=\"0\" style=\"margin-left: auto; margin-right: auto; text-align: center;\">\n<tbody>\n<tr>\n<td style=\"text-align: center;\"><a href=\"http:\/\/4.bp.blogspot.com\/-8fCVlLHFA5U\/UGCLsjnLVcI\/AAAAAAAAC9Y\/EUrVfadWUDU\/s1600\/valkoinenaukiolo2.jpg\" style=\"margin-left: auto; margin-right: auto;\"><img loading=\"lazy\" decoding=\"async\" border=\"0\" height=\"240\" src=\"http:\/\/4.bp.blogspot.com\/-8fCVlLHFA5U\/UGCLsjnLVcI\/AAAAAAAAC9Y\/EUrVfadWUDU\/s320\/valkoinenaukiolo2.jpg\" width=\"320\" \/><\/a><\/td>\n<\/tr>\n<tr>\n<td style=\"text-align: center;\">kes\u00e4n aukioloajat<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>Aukioloaikojen n\u00e4kym\u00e4tt\u00f6myydest\u00e4 ei Pellavasyd\u00e4nt\u00e4 voi moittia, jotain muuta sanottavaa voi kyll\u00e4 l\u00f6yty\u00e4. Esimerkiksi se, ett\u00e4 olemme maanantaisin kiinni. Olen kuullut huhuja, ett\u00e4 jonkun verran siell\u00e4 k\u00e4yd\u00e4\u00e4n oven ripaa nykim\u00e4ss\u00e4. Harmi.<\/p>\n<p>T\u00e4n\u00e4\u00e4n olin siis vapaalla ja juuri tullut kaupungilta kotipihaan, kun puhelin soi. Mies\u00e4\u00e4ni kertoi olevansa vanhassa osoitteessa. Kerroin uuden osoitteen, mutta my\u00f6s sen ett\u00e4 t\u00e4n\u00e4\u00e4n on ovi kiinni. Lupasin tulla kuitenkin avaamaan oven. Menin paikalle, pidin ovea auki aika pitk\u00e4n tovin, mutta ket\u00e4\u00e4n muuta ei sitten paikalle tullutkaan! V\u00e4h\u00e4n harmitti ja jotenkin j\u00e4i kalvamaan, mik\u00e4 tarkoitus soittajalla oli?<br \/>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/p>\n<div style=\"text-align: center;\">&nbsp;XXXXXXXXXXXXXXXX<\/div>\n<p>Mervi<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Yritt\u00e4j\u00e4lle on t\u00e4rke\u00e4\u00e4 saada palautetta. Ainakin sen pit\u00e4isi olla t\u00e4rke\u00e4\u00e4. Monet ymm\u00e4rt\u00e4v\u00e4t sen ja aktiivisesti ker\u00e4\u00e4v\u00e4t asiakkaidensa mielipiteit\u00e4, jopa palkitsevat saamistaan palautteista. Kiitosta on toki kiva vastaanottaa ja kehuja saadessaan jokainen meist\u00e4 ymm\u00e4rt\u00e4\u00e4 olevansa oikealla tiell\u00e4 valintojensa suhteen. Mutta kritiikki vasta auttaakin selvitt\u00e4m\u00e4\u00e4n suuntaa. Jos teet virheit\u00e4, et voi korjata niit\u00e4, ellet tule tietoiseksi asioista, [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1574","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Palautteen vastaanottamisen taito - Pellavasyd\u00e4n<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pellavasydan.fi\/?p=1574\" \/>\n<meta property=\"og:locale\" content=\"fi_FI\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Palautteen vastaanottamisen taito - Pellavasyd\u00e4n\" \/>\n<meta property=\"og:description\" content=\"Yritt\u00e4j\u00e4lle on t\u00e4rke\u00e4\u00e4 saada palautetta. Ainakin sen pit\u00e4isi olla t\u00e4rke\u00e4\u00e4. Monet ymm\u00e4rt\u00e4v\u00e4t sen ja aktiivisesti ker\u00e4\u00e4v\u00e4t asiakkaidensa mielipiteit\u00e4, jopa palkitsevat saamistaan palautteista. Kiitosta on toki kiva vastaanottaa ja kehuja saadessaan jokainen meist\u00e4 ymm\u00e4rt\u00e4\u00e4 olevansa oikealla tiell\u00e4 valintojensa suhteen. Mutta kritiikki vasta auttaakin selvitt\u00e4m\u00e4\u00e4n suuntaa. 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Ainakin sen pit\u00e4isi olla t\u00e4rke\u00e4\u00e4. Monet ymm\u00e4rt\u00e4v\u00e4t sen ja aktiivisesti ker\u00e4\u00e4v\u00e4t asiakkaidensa mielipiteit\u00e4, jopa palkitsevat saamistaan palautteista. Kiitosta on toki kiva vastaanottaa ja kehuja saadessaan jokainen meist\u00e4 ymm\u00e4rt\u00e4\u00e4 olevansa oikealla tiell\u00e4 valintojensa suhteen. Mutta kritiikki vasta auttaakin selvitt\u00e4m\u00e4\u00e4n suuntaa. Jos teet virheit\u00e4, et voi korjata niit\u00e4, ellet tule tietoiseksi asioista, [&hellip;]","og_url":"https:\/\/pellavasydan.fi\/?p=1574","og_site_name":"Pellavasyd\u00e4n","article_published_time":"2012-09-24T16:49:00+00:00","og_image":[{"url":"http:\/\/officeimg.vo.msecnd.net\/en-us\/images\/MB900024509.jpg","type":"","width":"","height":""}],"author":"Pellavasyd\u00e4n","twitter_card":"summary_large_image","twitter_misc":{"Kirjoittanut":"Pellavasyd\u00e4n","Arvioitu lukuaika":"2 minuuttia"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/pellavasydan.fi\/?p=1574#article","isPartOf":{"@id":"https:\/\/pellavasydan.fi\/?p=1574"},"author":{"name":"Pellavasyd\u00e4n","@id":"https:\/\/pellavasydan.fi\/#\/schema\/person\/83910a95d07530800b81e6aaa29949e3"},"headline":"Palautteen vastaanottamisen taito","datePublished":"2012-09-24T16:49:00+00:00","mainEntityOfPage":{"@id":"https:\/\/pellavasydan.fi\/?p=1574"},"wordCount":489,"commentCount":0,"publisher":{"@id":"https:\/\/pellavasydan.fi\/#organization"},"image":{"@id":"https:\/\/pellavasydan.fi\/?p=1574#primaryimage"},"thumbnailUrl":"http:\/\/officeimg.vo.msecnd.net\/en-us\/images\/MB900024509.jpg","articleSection":["Uncategorized"],"inLanguage":"fi","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/pellavasydan.fi\/?p=1574#respond"]}]},{"@type":"WebPage","@id":"https:\/\/pellavasydan.fi\/?p=1574","url":"https:\/\/pellavasydan.fi\/?p=1574","name":"Palautteen vastaanottamisen taito - 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