20.500.12556/DKUM-37729 KOMUNICIRANJE S STRANKAMI V PRIMERU REKLAMACIJ V IZBRANEM PODJETJU COMMUNICATION WITH CUSTOMERS IN THE CASE OF COMPLAINTS IN THE CHOSEN COMPANY Lojalnost odjemalcev je pomemben dejavnik poslovanja podjetja. Prinaša ogromno prednosti in koristi, izmed katerih izstopajo predvsem: pozitivno ime podjetja na trgu, njegova konkurenčna prednost pred tekmeci ter njegovo dobičkonosno poslovanje. Za doseganje uspeha se mora podjetje truditi, to prednost pa lahko doseže le s poštenim delom ter kakovostjo svojih izdelkov in storitev. Pogoj za to je predhodno dobro poznavanje želja in potreb svojih kupcev, vzdrževanje primernih poslovnih odnosov z zaposlenimi in poslovnimi partnerji ter poslovanje z zanesljivimi dobavitelji. V podjetju morajo zaposleni delovati po načelu medsebojnega spoštovanja in vzdrževanja pozitivnih poslovnih odnosov, saj lahko le na tak način dosegajo kvalitetno medsebojno komuniciranje in pravočasno reševanje oz. odpravljanje napak. Vsa njihova pozornost mora biti usmerjena h kupcem, iskanju vzrokov njihovega nezadovoljstva, odpravljanju napak in nenehnemu izboljšanju ponudbe. Pomembno je poudariti, da se potrebe, želje in zahteve kupcev razlikujejo, zato vsakemu posamezniku ni moč ustreči v celoti. Posledica tega je nastanek reklamacij, ki danes v poslovnem svetu niso neznanka. Pomembno je, da zaposleni sprejmejo vsako reklamacijo z razumevanjem in jo obravnavajo kot dragocen podatek s strani kupca, ki podjetju prinese pozitivno informacijo za njegovo poslovanje. Reklamacije niso nikoli slabost, če se v podjetju za njih takoj zavzamejo, jih analizirajo, ugotovijo njihove prednosti in slabosti ter jih čim prej rešijo. Odnosi, ki bodo temeljili na zaupanju in spoštovanju, bodo vodili k dolgoročnejšemu poslovanju ter poslovnemu uspehu podjetja. Customers' loyalty is an important factor in the business activity of a company. There are many advantages and benefits connected to customers' loyalty, the most important being: market reputation of a company, its competitive advantage and profitable business activity. the company must invest a lot of hard work in order to be successful and advantages only come with honest work and quality of its products. The preconditions required to achieve this are reliable information of the costumers'requests and needs, appropriate relations with the employees and business partners and entering into business with reliable suppliers. Within a company, employees must work according to the principle of mutual respect and maintenance of positive business relations. This is the only way to achieve quality communication and deal with errors early enough. All of the employees' attention must be directed at costumers, looking for causes for costumers' dissatisfaction, in addition to correction of errors and constant improvement of the offer. What needs to be emphasised is that needs, wishes and requests of the costumers differ, so not every costumer can be provided with exactly what she demands. This can result in complaints. Complaints are a common thing in the contemporary world of business. What is important is that the employees accept every complaint with understanding and treat it as an important piece of information provided by the costumer, useful to the company's business. Complaints are never a disadvantage when the company immediately records them, analyses them, identify their advantages and disadvantages and resolve them immediately. Relationships based on trust and respect shall lead to a long term business success of the company. komuniciranje reklamacije kupci odnosi zadovoljstvo lojalnost pričakovanja čustvena inteligentnost. communication complaints customers relationships satisfaction loyalty expectations emotional intelligence. true true false [T. Kolar] Slovenski jezik Angleški jezik Diplomsko delo 2012-09-08 00:08:59 2012-11-15 12:39:47 2022-04-25 23:01:15 2021-04-18 03:42:37 2012 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 659.3 11193372 URN:SI:UM:DK:KRFGXMLC VS_Kolar_Tadeja_2012.pdf VS_Kolar_Tadeja_2012.pdf 1 D956431F288D6134CF397B337B781432 bd5db7a46b00b59b03ff11a4a03fc8a05d2037461883399500d09729a0c2b14b 515ad463-7c08-11eb-bb7a-00155d0001ca 20.500.12556/dkum/e39524b0-8da8-4018-a244-52f4fa03da44 https://dk.um.si/Dokument.php?lang=slv&id=49878 Ekonomsko-poslovna fakulteta 0 0 0