20.500.12556/DKUM-54040 Poslovni bonton pri odnosih s strankami v banki Business etiquette in relationships with bank clients Nobena poslovna strategija ne more biti uspešna, če nima popolne podpore menedžmenta, hkrati pa morajo menedžerji in zaposleni imeti pred seboj jasno vizijo z natančno določenimi cilji, v kateri bo svoje mesto prepoznal vsak. Pri uvajanju sprememb v delo zaposlenih je nujno izobraževanje. Pri tem ni pomembno le, da se zaposleni seznanijo z idejnim konceptom upravljanja odnosov s strankami (ang. CRM - Customer Relationship Management) in bančnimi aplikacijami, temveč morajo spoznati svojo vlogo v celoti. Pri tem je potrebno dvigniti raven pripadnosti podjetju, zaposlene pravilno motivirati za delo ter jih ne nazadnje naučiti učinkovitega komuniciranja s stranko ter poslovnega bontona. Prvi stik zaposlenega s stranko je navadno odločujoči dejavnik, ali bo podjetje s stranko vzpostavilo poslovni odnos, vsak nadaljnji stik pa pomeni uspešno nadaljnje sodelovanje s stranko kot partnerjem podjetja. Stranka je danes dobro podučena in se zaveda svojih pravic in želja. Banka mora slediti željam in zahtevam stranke, hkrati pa biti korak pred njimi, da prehiti konkurenco v boju za strankami in s tem za dobičkom. Banka ponuja različne storitve in tehnološko podporo strankam, a tisti del banke, s katerimi imajo stranke v večini poslovni odnos, so ljudje. Za doseganje največjega dobička in največjega zadovoljstva strank banka ne sme prepuščati nič naključju, zato mora v prvi vrsti izobraziti svoje zaposlene, da poznajo, kar prodajajo ter obvladajo poslovni bonton. Prilagodljiva in prijazna banka je uspešna banka. Zaposleni se zavedajo pomena ustreznega pristopa do stranke, kljub temu pa smo določene hipoteze zavrnili. To je pokazatelj, da je potrebno zaposlene dodatno ozavestiti glede njihovega prispevka k uspešnosti podjetja, ki ga kažejo z načinom, kako obravnavajo stranko. None of the business strategy can be successful if it has no support from its management. Management and all the employees have to know the bank's vision and its goals. When the bank is trying to make changes in the work process, employees have to be educated properly. It is not enough just to educate them about Customer Relationship Management (CRM) or other applications, first they have to be aware of their role in the bank. They have to become a part of the company, they have to be motivated to work and also have to be taught how to communicate with customers and about business etiquette. First customers' contact with the bank is the most important in making a partnership between the customer and the bank but the following contacts are also important. Customers these days are well educated and they are aware of their wishes. The bank has to follow their wishes and demands and always be a step in front of them to beat the competition on the market and win more profit. The bank offers different services and technical support to its customers but what matters in working with customers is personal touch. To achieve profit and to make customers satisfied, everything has to be under control so employees have to be educated to know the products they are selling well and need to be good at using the business etiquette. Only a flexible system and a friendly bank is a successful bank. Employees are aware of the importance of the right approach towards the client but we rejected some of the hypotheses nonetheless. This is an indicator of the necessity to further educate employees about their contribution towards their company's success which is expressed by the way they deal with a customer. poslovni bonton bančništvo stranke v banki obravnava strank business etiquette banking bank clients treating customers true true false Slovenski jezik Angleški jezik Magistrsko delo/naloga 2015-08-19 08:39:53 2015-11-10 16:12:53 2022-06-04 03:10:18 2021-05-10 03:32:07 2015 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7493139 URN:SI:UM:DK:ER3KNCZE MAG_Munih_Kacafura_Damjana_2015.pdf MAG_Munih_Kacafura_Damjana_2015.pdf 1 856980618332361E5EC47CC2F0AF9C74 75dcbcddb1b64561190341fdcfa52b7aa2f3152f4fcd37e7baacf81c3db71e1b b7c6d568-7c0b-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=79021 Fakulteta za organizacijske vede 0 0 0