{"id":17467,"date":"2019-07-24T07:27:02","date_gmt":"2019-07-24T05:27:02","guid":{"rendered":"https:\/\/www.topdesk.mom\/hu\/?p=17467"},"modified":"2024-09-12T15:44:28","modified_gmt":"2024-09-12T13:44:28","slug":"cialdini-alapelvei-az-ugyfelszolgalaton","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/","title":{"rendered":"Hogyan alkalmazhatja Cialdini 7 alapelv\u00e9t az \u00fcgyf\u00e9lszolg\u00e1laton?"},"content":{"rendered":"

Az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1l l\u00e1togat\u00f3inak sz\u00e1ma kulcsfontoss\u00e1g\u00fa t\u00e9nyez\u0151 a sikeress\u00e9g m\u00e9r\u00e9s\u00e9ben. M\u00e9g a legjobban megtervezett port\u00e1l is buk\u00e1snak sz\u00e1m\u00edt, ha az \u00fcgyfelek nem haszn\u00e1lj\u00e1k. De hogyan gy\u0151zd meg az \u00fcgyfeleket, hogy haszn\u00e1lj\u00e1k? A marketingesek m\u00e1r r\u00e9g\u00f3ta alkalmazz\u00e1k Robert Cialdini, amerikai pszichol\u00f3gus befoly\u00e1sol\u00e1si alapelveit, amelyek seg\u00edtenek, hogy az emberek gyakrabban mondjanak igent a k\u00e9r\u00e9sekre. Hogyan m\u0171k\u00f6dnek ezek az alapelvek? \u00c9s hogyan haszn\u00e1lhatod \u0151ket a service desk n\u00e9pszer\u0171s\u00edt\u00e9s\u00e9re?<\/p>\n

Ha valami nehezen el\u00e9rhet\u0151, akkor m\u00e9g jobban v\u00e1gyunk r\u00e1, igaz? Ne \u00e9rezd rosszul magad emiatt. Az egyik leger\u0151sebb befoly\u00e1sol\u00f3 technika az, ha valamit sz\u0171k\u00f6sen k\u00edn\u00e1lunk.<\/p>\n

1984-ben Robert Cialdini az Influence<\/em> c\u00edm\u0171 k\u00f6nyv\u00e9ben bemutatta ezt az elvet \u00f6t m\u00e1sikkal egy\u00fctt \u2013 melyek mindegyike a szoci\u00e1lpszichol\u00f3gi\u00e1b\u00f3l ered. A 2016-ban megjelent Pre-Suasion<\/em> c\u00edm\u0171 bestseller\u00e9ben pedig egy hetedik alapelvet is hozz\u00e1adott.<\/p>\n

Cialdini 7 befoly\u00e1sol\u00e1si alapelve:<\/p>\n

    \n
  1. T\u00e1rsadalmi bizony\u00edt\u00e9k<\/li>\n
  2. K\u00f6lcs\u00f6n\u00f6ss\u00e9g<\/li>\n
  3. Tekint\u00e9ly<\/li>\n
  4. Tetsz\u00e9s<\/li>\n
  5. Elk\u00f6telezetts\u00e9g \u00e9s konzisztencia<\/li>\n
  6. Sz\u0171k\u00f6ss\u00e9g<\/li>\n
  7. Egys\u00e9g<\/li>\n<\/ol>\n

    Alkalmazod m\u00e1r ezeket az alapelveket? Ha igen, szinte automatikusan felismerheted az emberek reakci\u00f3it. Akkor is, amikor az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1lt szeretn\u00e9d n\u00e9pszer\u0171s\u00edteni. Hogyan? Hadd fejtsem ki r\u00e9szletesen az alapelveket, \u00e9s mutassak n\u00e9h\u00e1ny p\u00e9ld\u00e1t arra, hogyan haszn\u00e1lhatod \u0151ket a port\u00e1l n\u00e9pszer\u0171bb\u00e9 t\u00e9tel\u00e9re.<\/p>\n

    1. T\u00e1rsadalmi bizony\u00edt\u00e9k<\/h3>\n

    Az emberek gyakran azt teszik, amit m\u00e1sok is. Gondolj vissza 2016 nyar\u00e1ra, amikor emberek t\u00f6megei lept\u00e9k el a Central Parkot New Yorkban<\/a> egy Pok\u00e9mon miatt.<\/p>\n

    A marketingesek akkor alkalmazz\u00e1k a t\u00e1rsadalmi bizony\u00edt\u00e9k elv\u00e9t, amikor p\u00e9ld\u00e1ul megmutatj\u00e1k, hogy h\u00e1nyan iratkoztak fel egy h\u00edrlev\u00e9lre. Cialdini k\u00f6nyv\u00e9ben egy olyan k\u00eds\u00e9rletr\u0151l is \u00edr, amely a hotelekben l\u00e9v\u0151 t\u00f6r\u00fclk\u00f6z\u0151kkel kapcsolatos<\/a>. Csup\u00e1n n\u00e9h\u00e1ny sz\u00f3 megv\u00e1ltoztat\u00e1s\u00e1val 26%-kal n\u00f6velte a hat\u00e9konys\u00e1got. Az embereknek azt mondt\u00e1k, hogy a vend\u00e9gek nagy r\u00e9sze m\u00e1r \u00fajb\u00f3l haszn\u00e1lja a t\u00f6r\u00fclk\u00f6z\u0151ket.<\/p>\n

    Mutasd meg az embereknek, hogy mennyien haszn\u00e1lj\u00e1k a port\u00e1lt<\/h4>\n

    Szeretn\u00e9d, hogy gyakrabban haszn\u00e1lj\u00e1k az \u00fcgyfeleid az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1lt? Ne csak mondd el nekik, hogy mi\u00e9rt haszn\u00e1lj\u00e1k \u2013 mondd el, hogy h\u00e1nyan haszn\u00e1lj\u00e1k m\u00e1r most!<\/p>\n

    Mutass pozit\u00edv \u00e9rt\u00e9kel\u00e9seket<\/h4>\n

    Van egy \u00e1tfog\u00f3 tud\u00e1sb\u00e1zisod? Kapcsold \u00f6ssze a tud\u00e1st\u00e1r elemeit egy \u00e9rt\u00e9kel\u0151 rendszerrel, \u00e9s haszn\u00e1ld fel ezeket az \u00e9rt\u00e9kel\u00e9seket a port\u00e1l n\u00e9pszer\u0171s\u00edt\u00e9s\u00e9re.<\/p>\n

    2. K\u00f6lcs\u00f6n\u00f6ss\u00e9g<\/h3>\n

    Ha valaki megh\u00edv t\u00e9ged egy italra, nagyobb az es\u00e9lye, hogy te is visszah\u00edvod. Ugyanez igaz az \u00f6nkiszolg\u00e1l\u00f3 port\u00e1l n\u00e9pszer\u0171s\u00edt\u00e9s\u00e9re is. Miut\u00e1n a port\u00e1lon kereszt\u00fcl seg\u00edtett\u00e9l nekik megoldani egy probl\u00e9m\u00e1t, k\u00e9rd meg \u0151ket, hogy \u00e9rt\u00e9kelj\u00e9k a szolg\u00e1ltat\u00e1st, \u00e9s ossz\u00e1k meg tapasztalataikat koll\u00e9g\u00e1ikkal.<\/p>\n

    3. Tekint\u00e9ly<\/h3>\n

    Meg akarsz gy\u0151zni valakit valamir\u0151l? Egy befoly\u00e1sos szem\u00e9ly legyen f\u00fcggetlen, szak\u00e9rt\u0151 a ter\u00fclet\u00e9n, \u00e9s ne f\u00e9ljen cselekedni. Ha egy dem\u00f3t vagy prezent\u00e1ci\u00f3t tartasz az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1lr\u00f3l, biztos\u00edtsd, hogy egy szak\u00e9rt\u0151 tartsa az el\u0151ad\u00e1st. Cialdini p\u00e9ld\u00e1ul r\u00e1j\u00f6tt, hogy ha a pszichoterapeut\u00e1k kiteszik diplom\u00e1ikat az irod\u00e1juk fal\u00e1ra, t\u00f6bb p\u00e1cienst r\u00e1 tudnak venni a kezel\u00e9s megkezd\u00e9s\u00e9re.<\/p>\n

    4. Tetsz\u00e9s<\/h3>\n

    Cialdini szerint az emberek jobban hajlanak igent mondani olyan embereknek, akiket kedvelnek. H\u00e1rom t\u00e9nyez\u0151 sz\u00e1m\u00edt: hasonl\u00f3s\u00e1g, dics\u00e9ret \u00e9s k\u00f6z\u00f6s c\u00e9lok.<\/p>\n

    Oszd meg egy bar\u00e1toddal<\/h4>\n

    Tedd lehet\u0151v\u00e9 az \u00fcgyfeleid sz\u00e1m\u00e1ra, hogy k\u00f6nnyen megoszthass\u00e1k az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1lt m\u00e1sokkal.<\/p>\n

    5. Elk\u00f6telezetts\u00e9g \u00e9s konzisztencia<\/h3>\n

    Az emberek szeretnek konzisztensen viselkedni. Ez a mechanizmus meggy\u0151z\u00e9si technikak\u00e9nt is m\u0171k\u00f6dik. Kezdj egy kisebb elk\u00f6telez\u0151d\u00e9ssel \u2013 p\u00e9ld\u00e1ul k\u00e9rd meg az \u00fcgyfeleidet, hogy n\u00e9zzenek meg egy vide\u00f3t a port\u00e1lr\u00f3l.<\/p>\n

    6. Sz\u0171k\u00f6ss\u00e9g<\/h3>\n

    Ha valamib\u0151l hi\u00e1ny van, akkor jobban v\u00e1gyunk r\u00e1. Haszn\u00e1ld ezt az elvet, hogy n\u00e9pszer\u0171s\u00edtsd az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1lt. Kezdd kisebb l\u00e9p\u00e9sekben, \u00e9s el\u0151sz\u00f6r csak egy felhaszn\u00e1l\u00f3i csoportot h\u00edvj meg.<\/p>\n

    7. Egys\u00e9g<\/h3>\n

    Sokkal k\u00f6nnyebben ker\u00fcl\u00fcnk olyasvalaki befoly\u00e1sa al\u00e1, akivel kapcsolatban k\u00f6z\u00f6s pontokat \u00e9rz\u00fcnk. K\u00e9rd ki az \u00fcgyfelek v\u00e9lem\u00e9ny\u00e9t vagy javaslatait a port\u00e1l tervez\u00e9se el\u0151tt, k\u00f6zben vagy ut\u00e1n. Ezzel n\u00f6velheted az elk\u00f6telez\u0151d\u00e9st \u00e9s a k\u00f6z\u00f6ss\u00e9gi \u00e9rz\u00e9st.<\/p>\n

    Ne feledkezz meg a tartalomr\u00f3l<\/h3>\n

    Haszn\u00e1ld Cialdini meggy\u0151z\u00e9si alapelveit, hogy az \u00fcgyfelek visszat\u00e9rjenek a port\u00e1lodra. De hogyan tartod \u0151ket ott? Gy\u0151z\u0151dj meg arr\u00f3l, hogy az \u00f6nkiszolg\u00e1l\u00f3 port\u00e1lt\u00f3l azt kapj\u00e1k, amire sz\u00e1m\u00edtan\u00e1nak egy online csatorn\u00e1t\u00f3l. Biztos\u00edtsd sz\u00e1mukra a kiv\u00e1l\u00f3 \u00fcgyf\u00e9lutat, \u00e9s \u0151k maradni fognak.<\/p>\n

    Der\u00edtsd ki itt, hogyan hozhatsz l\u00e9tre felhaszn\u00e1l\u00f3bar\u00e1t \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1lt.<\/a><\/p>\n

    M\u00e9g t\u00f6bb tipp az \u00f6nkiszolg\u00e1l\u00e1s siker\u00e9hez<\/h3>\n

    T\u00f6ltsd le ingyenes \u00fatmutat\u00f3nkat!<\/a> E-bookunk seg\u00edt a service desk optimaliz\u00e1l\u00e1s\u00e1ban \u00e9s az \u0171rlapok megfelel\u0151 \u00f6ssze\u00e1ll\u00edt\u00e1s\u00e1ban.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1l l\u00e1togat\u00f3inak sz\u00e1ma kulcsfontoss\u00e1g\u00fa t\u00e9nyez\u0151 a sikeress\u00e9g m\u00e9r\u00e9s\u00e9ben. M\u00e9g a legjobban megtervezett port\u00e1l is buk\u00e1snak sz\u00e1m\u00edt, ha az \u00fcgyfelek nem haszn\u00e1lj\u00e1k. De hogyan gy\u0151zd meg az \u00fcgyfeleket, hogy haszn\u00e1lj\u00e1k? A marketingesek m\u00e1r r\u00e9g\u00f3ta alkalmazz\u00e1k Robert Cialdini, amerikai pszichol\u00f3gus befoly\u00e1sol\u00e1si alapelveit, amelyek seg\u00edtenek, hogy az emberek gyakrabban mondjanak igent a k\u00e9r\u00e9sekre. Hogyan m\u0171k\u00f6dnek ezek<\/p>\n","protected":false},"author":379,"featured_media":17470,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-17467","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nHogyan alkalmazhatja Cialdini 7 alapelv\u00e9t az \u00fcgyf\u00e9lszolg\u00e1laton? | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Fedezd fel Cialdini meggy\u0151z\u00e9si alapelveit \u00e9s tudd meg, hogyan n\u00f6velheted az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1l haszn\u00e1lat\u00e1t!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hogyan alkalmazhatja Cialdini 7 alapelv\u00e9t az \u00fcgyf\u00e9lszolg\u00e1laton?\" \/>\n<meta property=\"og:description\" content=\"Fedezd fel Cialdini meggy\u0151z\u00e9si alapelveit \u00e9s tudd meg, hogyan n\u00f6velheted az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1l haszn\u00e1lat\u00e1t!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/\" \/>\n<meta property=\"og:site_name\" content=\"T3 TOPdesk - HU\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/TOPdesk\/\" \/>\n<meta property=\"article:published_time\" content=\"2019-07-24T05:27:02+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-12T13:44:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.topdesk.mom\/hu\/wp-content\/media\/sites\/51\/Blog_header_self_service_portal.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1528\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Camille\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@topdesk\" \/>\n<meta name=\"twitter:site\" content=\"@topdesk\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Camille\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/\"},\"author\":{\"name\":\"Camille\",\"@id\":\"https:\/\/www.topdesk.mom\/hu\/#\/schema\/person\/d5c66687e696681558408f7365411160\"},\"headline\":\"Hogyan alkalmazhatja Cialdini 7 alapelv\u00e9t az \u00fcgyf\u00e9lszolg\u00e1laton?\",\"datePublished\":\"2019-07-24T05:27:02+00:00\",\"dateModified\":\"2024-09-12T13:44:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/\"},\"wordCount\":989,\"publisher\":{\"@id\":\"https:\/\/www.topdesk.mom\/hu\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.topdesk.mom\/hu\/wp-content\/media\/sites\/51\/Blog_header_self_service_portal.png\",\"articleSection\":[\"Munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/\",\"url\":\"https:\/\/www.topdesk.mom\/hu\/blog\/cialdini-alapelvei-az-ugyfelszolgalaton\/\",\"name\":\"Hogyan alkalmazhatja Cialdini 7 alapelv\u00e9t az \u00fcgyf\u00e9lszolg\u00e1laton? 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