:@0.957241:0.959735:0.960873:0.959735:0.960873:0.934384:0.957241:0.934384:0.000000 :@0.042761:0.982508:0.046393:0.982508:0.046393:0.957157:0.042761:0.957157:0.000000 1 :@0.042759:0.085910:0.053250:0.085910:0.053250:0.058940:0.042759:0.058940:0.000000:0.000000 Q- :@0.084806:0.085910:0.105274:0.085910:0.105274:0.058940:0.084806:0.058940:0.000000:0.000000:0.000000:0.000000 ŞİKAYET YÖNETİMİ VE :@0.060861:0.283432:0.278049:0.283432:0.278049:0.238391:0.060861:0.238391:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.138683:0.283432:0.144062:0.283432:0.144062:0.238391:0.138683:0.238391:0.000000 MÜŞTERİ ODAKLILIK:@0.060861:0.327576:0.255553:0.327576:0.255553:0.282535:0.060861:0.282535:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.255425:0.327576:0.260804:0.327576:0.260804:0.282535:0.255425:0.282535:0.000000 EĞİTİM TÜRÜ::@0.060291:0.383572:0.144327:0.383572:0.144327:0.355594:0.060291:0.355594:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.144384:0.382826:0.147605:0.382826:0.147605:0.355856:0.144384:0.355856:0.000000 DIŞ EĞİTİMLER:@0.147520:0.382826:0.232654:0.382826:0.232654:0.355856:0.147520:0.355856:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.232611:0.382826:0.235832:0.382826:0.235832:0.355856:0.232611:0.355856:0.000000 EĞİTİM KODU::@0.060291:0.427716:0.146464:0.427716:0.146464:0.399738:0.060291:0.399738:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.146380:0.426970:0.149601:0.426970:0.149601:0.400000:0.146380:0.400000:0.000000 KG:@0.149658:0.426970:0.166063:0.426970:0.166063:0.400000:0.149658:0.400000:0.000000:0.000000 E21 :@0.166049:0.426970:0.190507:0.426970:0.190507:0.400000:0.166049:0.400000:0.000000:0.000000:0.000000:0.000000 EĞİTİMİN AMACI::@0.061288:0.475690:0.165991:0.475690:0.165991:0.447712:0.061288:0.447712:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.166049:0.476014:0.173381:0.476014:0.173381:0.444458:0.166049:0.444458:0.000000:0.000000 M:@0.061288:0.514856:0.073475:0.514856:0.073475:0.487886:0.061288:0.487886:0.000000 üşteri ihtiyaçları, müşteri beklentileri, :@0.073546:0.514856:0.327759:0.514856:0.327759:0.487886:0.073546:0.487886:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 müşteri tatmini ve müşteri memnuniyeti :@0.061288:0.541463:0.327761:0.541463:0.327761:0.514493:0.061288:0.514493:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 kavramları üzerinde duruyoruz. Müşteri :@0.061288:0.567869:0.327762:0.567869:0.327762:0.540899:0.061288:0.540899:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 şikayeti süreç yönetimiyle ilgili uygulama ve :@0.061288:0.594477:0.327762:0.594477:0.327762:0.567507:0.061288:0.567507:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 örneklerimizle konuyu aktarıyoruz.:@0.061288:0.621084:0.262427:0.621084:0.262427:0.594114:0.061288:0.594114:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.262258:0.621084:0.265479:0.621084:0.265479:0.594114:0.262258:0.594114:0.000000 EĞİTİMİN İÇERİĞİ::@0.361887:0.323503:0.468442:0.323503:0.468442:0.295525:0.361887:0.295525:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.468501:0.323827:0.475975:0.323827:0.475975:0.292271:0.468501:0.292271:0.000000:0.000000 −:@0.395525:0.362024:0.403349:0.362024:0.403349:0.337331:0.395525:0.337331:0.000000 :@0.403364:0.364140:0.407326:0.364140:0.407326:0.336626:0.403364:0.336626:0.000000 İhtiyaç, beklenti, tatmin, memnuniyet kavramları:@0.416904:0.363878:0.699671:0.363878:0.699671:0.336908:0.416904:0.336908:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.699544:0.363878:0.702765:0.363878:0.702765:0.336908:0.699544:0.336908:0.000000 −:@0.395525:0.389639:0.403349:0.389639:0.403349:0.364947:0.395525:0.364947:0.000000 :@0.403364:0.391756:0.407326:0.391756:0.407326:0.364241:0.403364:0.364241:0.000000 Memnun müşteriler yaratmak için anahtar süreçler:@0.416904:0.391494:0.712353:0.391494:0.712353:0.364523:0.416904:0.364523:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.712367:0.391494:0.715589:0.391494:0.715589:0.364523:0.712367:0.364523:0.000000 −:@0.395525:0.417255:0.403349:0.417255:0.403349:0.392562:0.395525:0.392562:0.000000 :@0.403364:0.419371:0.407326:0.419371:0.407326:0.391856:0.403364:0.391856:0.000000 Müşteri memnuniyetinden müşteri sadakatine geçiş:@0.416904:0.419109:0.717799:0.419109:0.717799:0.392139:0.416904:0.392139:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.717788:0.419109:0.721009:0.419109:0.721009:0.392139:0.717788:0.392139:0.000000 −:@0.395525:0.444870:0.403349:0.444870:0.403349:0.420177:0.395525:0.420177:0.000000 :@0.403364:0.446986:0.407326:0.446986:0.407326:0.419472:0.403364:0.419472:0.000000 Memnuniyetsiz müşteri her zaman şikayet eder mi?:@0.416904:0.446724:0.716117:0.446724:0.716117:0.419754:0.416904:0.419754:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.716078:0.446724:0.719299:0.446724:0.719299:0.419754:0.716078:0.419754:0.000000 −:@0.395525:0.472485:0.403349:0.472485:0.403349:0.447793:0.395525:0.447793:0.000000 :@0.403364:0.474602:0.407326:0.474602:0.407326:0.447087:0.403364:0.447087:0.000000 Her memnuniyetsiz müşteri mutlaka şikayet eder mi?:@0.416904:0.474340:0.725525:0.474340:0.725525:0.447369:0.416904:0.447369:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.725485:0.474340:0.728706:0.474340:0.728706:0.447369:0.725485:0.447369:0.000000 Hedef Kitle:@0.115878:0.828240:0.213483:0.828240:0.213483:0.787573:0.115878:0.787573:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.213369:0.828240:0.218201:0.828240:0.218201:0.787573:0.213369:0.787573:0.000000 Yönetim, Pazarlama & Satış :@0.115878:0.870056:0.365015:0.870056:0.365015:0.828089:0.115878:0.828089:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.293472:0.870056:0.318258:0.870056:0.318258:0.828089:0.293472:0.828089:0.000000:0.000000:0.000000 Yöneticileri ve Ekibi:@0.115878:0.909766:0.289793:0.909766:0.289793:0.867799:0.115878:0.867799:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.289631:0.909766:0.294463:0.909766:0.294463:0.867799:0.289631:0.867799:0.000000 Süre :@0.473917:0.828240:0.517945:0.828240:0.517945:0.787573:0.473917:0.787573:0.000000:0.000000:0.000000:0.000000:0.000000 1 Gün:@0.472919:0.873685:0.525306:0.873685:0.525306:0.831717:0.472919:0.831717:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.525228:0.873685:0.530060:0.873685:0.530060:0.831717:0.525228:0.831717:0.000000 Eğitmen:@0.743444:0.828240:0.816870:0.828240:0.816870:0.787573:0.743444:0.787573:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.816847:0.828240:0.821679:0.828240:0.821679:0.787573:0.816847:0.787573:0.000000 ALMİRA DANIŞMANLIK:@0.744441:0.870056:0.949156:0.870056:0.949156:0.828089:0.744441:0.828089:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000:0.000000 :@0.949116:0.870056:0.953948:0.870056:0.953948:0.828089:0.949116:0.828089:0.000000