{"id":16708,"date":"2023-10-05T13:41:07","date_gmt":"2023-10-05T11:41:07","guid":{"rendered":"https:\/\/lindstromgroup.com\/lt\/?p=16708"},"modified":"2025-05-13T21:26:33","modified_gmt":"2025-05-13T19:26:33","slug":"lindstrom-svencia-kasmetine-tradicija-tapusia-klientu-aptarnavimo-savaite","status":"publish","type":"post","link":"https:\/\/lindstromgroup.com\/lt\/straipsniai\/lindstrom-svencia-kasmetine-tradicija-tapusia-klientu-aptarnavimo-savaite\/","title":{"rendered":"\u201eLindstr\u00f6m\u201c \u0161ven\u010dia kasmetine tradicija tapusi\u0105 klient\u0173 aptarnavimo savait\u0119"},"content":{"rendered":"\n

Nors klient\u0173 aptarnavimas ne visuomet pelnytai \u012fvertinamas, o tarp darbdavi\u0173 vis dar pasitaiko manan\u010di\u0173, jog \u0161\u012f darb\u0105 gali atlikti beveik bet kas, tekstil\u0117s nuomos paslaug\u0173 lyderiai \u201eLindstr\u00f6m\u201c \u012fsitikin\u0119, jog yra visi\u0161kai kitaip. Pasak j\u0173, klient\u0173 aptarnavimo specialistai yra viena svarbiausi\u0173 grand\u017ei\u0173, tiesiogiai jungianti versl\u0105 su klientais, tod\u0117l, tikintis laiming\u0173 klient\u0173, vis\u0173 pirma reikia pasir\u016bpinti laimingais darbuotojais.<\/strong><\/p>\n\n\n\n

Apie tai, kod\u0117l klient\u0173 aptarnavimo savait\u0117 \u201eLindstr\u00f6m\u201c tokia svarbi, kaip ji minima \u012fmon\u0117s i\u0161or\u0117je ir viduje, ir koki\u0173 iniciatyv\u0173 tekstil\u0117s lyderiai imasi, kad u\u017etikrint\u0173 auk\u0161t\u0105 darbuotoj\u0173 pasitenkinim\u0105 bei lojalum\u0105, pasakoja \u201eLindstr\u00f6m\u201c klient\u0173 aptarnavimo skyriaus vadov\u0117 \u017divil\u0117 Struk\u010dinskien\u0117.<\/p>\n\n\n\n

<\/p>\n\n\n\n

\"\"
\u017divil\u0117 Struk\u010dinskien\u0117, Klient\u0173 aptarnavimo skyriaus vadov\u0117<\/figcaption><\/figure>\n\n\n\n

Stiprios partneryst\u0117s \u2013 verslo s\u0117km\u0117s garantas<\/strong><\/p>\n\n\n\n

Tarptautin\u0117 klient\u0173 aptarnavimo savait\u0117 (angl. \u201eCX Week\u201c) spalio m\u0117nesio pirm\u0105j\u0105 savait\u0119 pasaulyje minima dar nuo 1992-\u0173j\u0173, o \u201eLindstr\u00f6m\u201c \u0161i\u0105 tradicij\u0105 prad\u0117jo 2018-aisiais. Anot \u017d. Struk\u010dinskien\u0117s, \u201e\u0160ios savait\u0117s metu mes ne tik sveikiname \u201eLindstr\u00f6m\u201c klient\u0173 aptarnavimo specialistus, bet ir d\u0117kojame savo klientams u\u017e bendradarbiavim\u0105, lojalum\u0105 bei u\u017e tai, kad jie renkasi tvarius sprendimus. Pad\u0117kas klientams \u012fteikiame asmeni\u0161kai ir taip dar labiau tvirtiname tarpusavio ry\u0161\u012f.\u201c<\/p>\n\n\n\n

Nepriekai\u0161tingi santykiai su klientais ir j\u0173 kasdienyb\u0117s palengvinimas yra vieni pagrindini\u0173 \u201eLindstr\u00f6m\u201c prioritet\u0173, o kad \u0161iuos tikslus tekstil\u0117s lyderiams pavyksta s\u0117kmingai \u012fgyvendinti, rodo ir statistika. \u012emon\u0117s klient\u0173 patirties (angl. \u201eCX\u201c) rodiklis Lietuvoje \u0161iuo metu siekia net 9,2 i\u0161 10. Tuo tarpu \u201eNet Promoter Score\u201c (NPS) rodiklis, parodantis klient\u0173 nor\u0105 rekomenduoti \u012fmon\u0117s paslaugas, pra\u0117jusiais metais Lietuvoje siek\u0117 48 i\u0161 100 ir yra laikomas labai auk\u0161tu \u012fvertinimu. Tiesa, nepaisant puiki\u0173 atsiliepim\u0173, klient\u0173 aptarnavimo skyriaus vadov\u0117 teigia, jog \u201eLindstr\u00f6m\u201c komanda neketina u\u017emigti ant laur\u0173 ir toliau siekia tobulinti savo paslaug\u0173 modelius ir komunikacij\u0105, kad jos b\u016bt\u0173 dar labiau orientuotos \u012f klient\u0105. Taip pat \u012fmon\u0117je nuosekliai diegiami \u012fvair\u016bs skaitmeniniai sprendimai bei \u012frankiai, padedantys operatyviau spr\u0119sti problemas ar i\u0161kylan\u010dius poreikius \u2013 tai ir Santyki\u0173 su klientais valdymo (angl. \u201eCRM\u201c) sistema bei \u201eeLindstr\u00f6m\u201c savitarnos platforma, kuria Lietuvoje naudojasi jau 78 % klient\u0173.<\/p>\n\n\n\n

Tvarumas, kuriuo \u201eLindstr\u00f6m\u201c vadovaujasi visose savo verslo grandyse, \u010dia taip pat vaidina svarbu vaidmen\u012f \u2013 \u012f \u0161i\u0105 s\u0105vok\u0105 \u012feina ir orientavimasis \u012f ilgalaikes partnerystes bei \u012fsiklausymas \u012f klient\u0173 poreikius. \u201eMes tvarum\u0105 suvokiame pla\u010diai \u2013 ne vien kaip aplinkai draugi\u0161k\u0173 praktik\u0173 taikym\u0105 ar i\u0161tekli\u0173 taupym\u0105, bet ir darni\u0173 tarpusavio santyki\u0173 k\u016brim\u0105 su klientais bei kolegomis\u201c, \u2013 pasakoja \u017d. Struk\u010dinskien\u0117.<\/p>\n\n\n\n

<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Nepakei\u010diamieji klient\u0173 aptarnavimo specialistai<\/strong><\/p>\n\n\n\n

Lietuvoje \u201eLindstr\u00f6m\u201c klient\u0173 aptarnavimo skyriaus padaliniai \u0161iuo metu veikia dvejuose did\u017eiuosiuose miestuose \u2013 Vilniuje ir Klaip\u0117doje, o juose darbuojasi 22 specialistai, aptarnaujantys klientus visoje \u0161alyje. \u0160i\u0173 ekspert\u0173 darbas organizuojamas taip, kad \u201elaim\u0117t\u0173\u201c ir klientai, ir darbuotojai \u2013 pastariesiems suteikiama galimyb\u0117 dirbti tiek i\u0161 nam\u0173, tiek i\u0161 biuro, taip neprisiri\u0161ant prie vienos fizin\u0117s vietos. Taigi, pavyzd\u017eiui, dirbdami i\u0161 Klaip\u0117dos, jie gali aptarnauti klientus Alytuje ir pana\u0161iai. Verta pamin\u0117ti ir tai, kad darbuotoj\u0173 kaita \u201eLindstr\u00f6m\u201c klient\u0173 aptarnavimo skyriuje itin ma\u017ea, o net tais retais atvejais, kai darbuotojai pakei\u010dia darb\u0105, atsiranda gr\u012f\u017etan\u010di\u0173 atgal.<\/p>\n\n\n\n

\u0160i\u0173 met\u0173 prad\u017eioje \u201eLindstr\u00f6m\u201c suk\u016br\u0117 ir oficial\u0173 Klient\u0173 aptarnavimo standart\u0105, apimant\u012f svarbiausias gaires, kuriomis klient\u0173 aptarnavimo specialistai tur\u0117t\u0173 vadovautis bendraudami su klientais. \u0160iame dokumente darbuotojai taip pat gali rasti svarbiausias \u012fmon\u0117s vertybes ir principus, asmenines rekomendacijas bei galimus konfliktini\u0173 situacij\u0173 sprendimus. \u201eMes visi puikiai suprantame, koks sud\u0117tingas yra nuolatinis tiesioginis darbas su klientais \u2013 bet kokiame bendravime su \u017emon\u0117mis yra begal\u0117s niuans\u0173, k\u0105 bekalb\u0117ti apie situacijas, kai neb\u016btinai viskas visada einasi kaip per sviest\u0105, bet vis tiek turi i\u0161laikyti \u0161imtaprocentin\u012f profesionalum\u0105 ir jauti atsakomyb\u0119 u\u017e vis\u0105 \u012fmon\u0119. Did\u017eiulis \u0161i\u0173 laik\u0173 i\u0161\u0161\u016bkis yra dar ir tai, kad problemas klientai da\u017eniausiai tikisi i\u0161spr\u0119sti \u010dia ir dabar, kas tikrai ne visuomet yra \u012fmanoma. Taigi, kaip komanda stengiam\u0117s visapusi\u0161kai paremti savo kolegas\u201c, \u2013 teigia \u017d. Struk\u010dinskien\u0117.<\/p>\n\n\n\n

\u201eLindstr\u00f6m\u201c atstov\u0117 pabr\u0117\u017eia ir tai, kad nors n\u016bdien\u0105 spar\u010diai populiar\u0117ja skaitmenizavimas bei \u012fvair\u016bs dirbtinio intelekto sprendimai, asmeninio ry\u0161io i\u0161laikymas su klientais \u012fmonei i\u0161lieka prioritetu. \u201eStengiam\u0117s kiek \u012fmanoma individualizuoti santyk\u012f, u\u017etikrinti, kad klientas pasijust\u0173 suprastas ir kiekvien\u0105 kart\u0105 susisiek\u0119s su mumis i\u0161girst\u0173 gyv\u0105 \u017emog\u0173 kitame laido gale\u201c, \u2013 tikina \u017d. Struk\u010dinskien\u0117.<\/p>\n\n\n\n

<\/p>\n\n\n\n

Darbuotoj\u0173 gerov\u0117 \u2013 svarbiausia<\/strong><\/p>\n\n\n\n

Taisykl\u0117, kad klient\u0173 aptarnavimo specialistai vis\u0173 pirma turi jaustis gerai patys, kad gerai aptarnaut\u0173 klientus, \u201eLindstr\u00f6m\u201c yra kertin\u0117 \u2013 juk, pasak klient\u0173 aptarnavimo skyriaus vadov\u0117s, \u201e\u0161ypsena \u0161vie\u010dia ir per telefono ragel\u012f.\u201c Kaip tik d\u0117l to \u012fmon\u0117 nuolat ie\u0161ko b\u016bd\u0173, kaip savo darbuotojus palaikyti, pad\u0117ti jiems tobul\u0117ti ir skatinti teigiam\u0105 pokyt\u012f tiek j\u0173 profesin\u0117je veikloje, tiek asmeniniame gyvenime.<\/p>\n\n\n\n

Visi \u201eLindstr\u00f6m\u201c darbuotojai, \u012fskaitant ir klient\u0173 aptarnavimo komand\u0105, turi galimybes nuolat tobulintis \u012fmon\u0117s viduje ir i\u0161or\u0117je rengiamuose mokymuose \u2013 pavyzd\u017eiui, dalis komandos jau lank\u0117, o dalis \u2013 lanko dabar tris m\u0117nesius trunkan\u010dius \u201eWoW University\u201c Ateities \u012fg\u016bd\u017ei\u0173 kursus, padedan\u010dius tobulinti efektyvi\u0105 komunikacij\u0105, grei\u010diau spr\u0119sti problemas bei i\u0161laisvinti k\u016brybi\u0161kum\u0105. Did\u017eiul\u012f d\u0117mes\u012f \u012fmon\u0117 teikia ir psichologinei sveikatai \u2013 \u201eLindstr\u00f6m\u201c ne tik bendradarbiauja su emocin\u0117s sveikatos startuoliu \u201eMindletic\u201c, bet ir organizuoja vidinius kursus apie d\u017eiaugsmo ir vidin\u0117s ramyb\u0117s paie\u0161kas, taip pat, kad darbuotojai nepervargt\u0173, si\u016blo jiems masa\u017eo pertrauk\u0117les.<\/p>\n\n\n\n

\u201eViskas atsiremia \u012f \u201eWe Care\u201c kult\u016br\u0105, kuri\u0105 puosel\u0117jame jau daugel\u012f met\u0173. Pagarba, r\u016bpestis ir atvira komunikacija yra visa ko pagrindas \u2013 skatiname darbuotojus kalb\u0117ti apie i\u0161kylan\u010dius i\u0161bandymus, kiek galime padedame juos spr\u0119sti ir raginame neu\u017esidaryti savyje, kai sunku. Esame \u012fsitikin\u0119, kad tik i\u0161klausydami ir palaikydami vieni kitus galime tobul\u0117ti tiek kaip komanda, tiek individualiai\u201c, \u2013 pasakoja \u017d. Struk\u010dinskien\u0117.<\/p>\n\n\n\n

<\/p>\n\n\n\n

Veikti i\u0161vien ir veikti tvariai<\/strong><\/p>\n\n\n\n

Net pra\u016b\u017eus klient\u0173 aptarnavimo savait\u0117s maratonui, \u201eLindstr\u00f6m\u201c ir toliau laikysis savo vertybi\u0173 ir princip\u0173 \u2013 ie\u0161koti kiek \u012fmanoma tvaresni\u0173 sprendim\u0173 bei r\u016bpintis vieni kitais. Tekstil\u0117s paslaug\u0173 ekspertai neabejoja, jog vis labiau svetim\u0117jan\u010diame pasaulyje \u017emogi\u0161kojo ry\u0161io svarba tik stipr\u0117s. \u201eKlient\u0173 aptarnavimo savait\u0117 \u2013 nors ir be galo smagus, bet vienkartinis renginys. Ta\u010diau siekdami ilgalaik\u0117s s\u0117km\u0117s, privalome nuolat veikti drauge ir atrasti aplinkai palankiausius sprendimus. Tik tada klest\u0117s tiek verslas, tiek m\u016bs\u0173 \u017emon\u0117s\u201c, \u2013 u\u017etikrinta \u017d. Struk\u010dinskien\u0117.<\/p>\n","protected":false},"excerpt":{"rendered":"

Nors klient\u0173 aptarnavimas ne visuomet pelnytai \u012fvertinamas, o tarp darbdavi\u0173 vis dar pasitaiko manan\u010di\u0173, jog \u0161\u012f darb\u0105 gali atlikti beveik bet kas, tekstil\u0117s nuomos paslaug\u0173…<\/p>\n","protected":false},"author":65,"featured_media":16711,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_eb_attr":"","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":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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