IZOBRAŽEVANJE KOMERCIALISTA ZA REŠEVANJE REKLAMACIJ

Fortuna, Sanela

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Title:	IZOBRAŽEVANJE KOMERCIALISTA ZA REŠEVANJE REKLAMACIJ
Authors:	ID Fortuna, Sanela (Author) ID Ferjan, Marko (Mentor) More about this mentor...
Files:	VS_Fortuna_Sanela_2009.pdf (884,45 KB) MD5: A8C279559962B93C8F8B7DE0541B1F3D PID: 20.500.12556/dkum/936a538c-12b1-4ca5-bad6-6d638611c581
Language:	Slovenian
Work type:	Undergraduate thesis
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	Kot najstniki smo se morali ob prehodu iz osnovne v srednjo šolo odločiti za smer izobrazbe, ki nas veseli in s katero bi morda lažje našli ustrezno delo ob koncu šolanja. Velikokrat se odločimo pravilno, ampak nikdar ni prepozno za spremembo ali nadgradnjo le-te. Z vprašanjem o vrsti dosežene izobrazbe se ponavadi srečamo ob iskanju delovnega mesta. Takrat človek pomisli, kako pomembno je pridobljeno znanje in njegova pravilna raba v vsakdanjem življenju. Prav to potrjuje tudi slovenski pregovor: »Več znaš, več veljaš!«. Organizacija že ob objavi razpisa za delovno mesto ve, katero vrsto zaposlenih potrebuje. Kandidati s pričakovano izobrazbo svoje znanje sami nadgrajujejo in izpopolnjujejo pri praktičnem delu v podjetju. To predstavlja manjšo obremenjenost mentorja, krajši je uvajalni čas v delo, novo zaposleni pa hitreje pridobi samostojnost pri opravljanju delovnih nalog. Vendar pa mora podjetje še vedno vlagati v svoje zaposlene in jim nuditi možnost pridobivanja novih strokovnih znanj in izkušenj. Lahko rečem, da podjetje Gradis skupina G d.d. premalo časa namenja izobraževanju zaposlenih, to pa je pogoj za boljše strokovno delo. Ni potrebno vlagati ogromnih finančnih sredstev v izobraževanje zaposlenih, potrebno pa je razvijati uvajanje novo zaposlenih kadrov po rednem šolanju in mentorstvo ter organizirati potrebna strokovna izobraževanja /tečaje, seminarje/ za osvojitev novih znanj s področja stroke, informacijske tehnologije, komunikacije s strankami. Mentorjeva vloga, ki zaposlenemu pomaga najti pravilni odgovor na vprašanja, ki se porajajo pri delu, je zelo pomembna, prav tako spodbujanje in motivacija zaposlenih, saj le oni omogočajo dobro in uspešno poslovanje organizacije. Strokovno usposobljeni komercialist z znanjem in izkušnjami najprej pridobi nove stranke, s tem ko jim na pravi način predstavi, ponudi in zna prodati nov izdelek, storitev ipd. V fazi prodaje s pravilnim pristopom (komuniciranjem) pritegne strankino pozornost, ko ji predstavi prednosti nakupa. Ob morebitnih nesoglasjih – npr. ob prevzemu nepremičnine – ali reklamacijah pravilno oceni situacijo, ki jo predstavi tudi stranki in nato izvede vse potrebno, da se napake, nepravilnosti čim prej strokovno odpravijo. Za reševanje reklamacij sicer ni prvenstveno pomembna visoka izobrazba komercialista, bolj je pomembno njegovo prizadevanje za uspešno odpravo neprijetnih situacij – v našem primeru reklamacij, do katerih je prišlo po prevzemu stanovanj. Diplomska naloga z naslovom Izobraževanje komercialista za reševanje reklamacij temelji na predstavitvi, utemeljitvi pomena in pomembnosti izobraževanja vsakega posameznika. Zajema tudi uporabo s šolanjem pridobljenega in novo pridobljenega znanja ob reševanju prijavljenih reklamacij in ob stiku s strankami, (podizvajalci) in nadrejenimi. Diplomska naloga je sestavljena iz dveh delov, in sicer teoretičnega in raziskovalnega dela. V teoretičnem delu opisujem in razčlenjujem pojem izobraževanje. Vsako izobraževanje je pomembno, pa čeprav je to le obrazložitev novih pojmov, povezanih z delovnim mestom. Podrobno sem predstavila celoten potek od predogleda stanovanja pa vse do prvih prejetih reklamacij v podjetje. V raziskovalnem delu sem za zbiranje in ugotavljanje trenutnega stanja in mnenja lastnikov stanovanj uporabila poslane in vrnjene vprašalnike na dveh objektih, in sicer Stanovanjski kompleks Poljansko nabrežje in Vila-blok Cerklje. Vse pridobljene ankete sem analizirala in predstavila na koncu diplomske naloge. S pomočjo anketnega vprašanja v vprašalniku sem prišla do zaključka, da so anketiranci na objektu Poljansko nabrežje manj zadovoljni z odpravo napak, kot anketiranci v Vili-blok Cerklje. Glavni razlog nezadovoljstva na Poljanskem nabrežju je prepočasna odprava prijavljenih napak. Vsekakor pa je hiter odzivni čas za odpravo prijavljenih napak zelo pomemben, še posebej pri reklamacijah, kjer lahko s hitro odpravo napake učinkovito zmanjšamo nastalo škodo in stroške, povezane z re
Keywords:	izobraževanje, znanje, komuniciranje, primopredaja stanovanj, reklamacija
Place of publishing:	Kranj
Year of publishing:	2009
PID:	20.500.12556/DKUM-10233
COBISS.SI-ID:	6444563
NUK URN:	URN:SI:UM:DK:G3VPDBUA
Publication date in DKUM:	03.06.2009
Views:	3631
Downloads:	305
Metadata:
Categories:	FOV
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Secondary language

Language:	English
Title:	EDUCATION OF THE COMMERCIALIST FOR SOLVING RECLAMATIONS
Abstract:	As teenagers we had to decide which school to choose after elementary school, what to study and get later a job that wolud give satisfacition. We often decide in a right way, but it is never too late to change a decision or upgrade our study. At the engagement conversation we are usually asked about the degree and kind of education. At that time we usually think about the importance of the achieved education and its use in everyday life. This is also clearly expressed in Slovene proverb: «Več znaš, več veljaš«. When looking for new staff the leadership of the company clearly knows what kind of personnel they need. The future employee upgrades and fulfils the achieved education at practical work in the company, therefore his mentor is not under that much pressure, the new emloyee is introduced into new work sooner and he becomes independent at work faster. However the possibility to gain additional knowledge and experiences is quite important for the employes and the company. I can say that the company »Gradis skupina G« doesn't enable enough possibilities for educating the staff what is one of the conditions for better and professional work. It's no need to invest enormous finantial means in eduaction, more important is developing introduction of newly employed, counselling and organization of needed tecnical and other professional kind of education (courses, seminars) for upgrading profesional skills, informational technology, communication skills. The important role of a mentor is helping the employee to find suitable solutions to different questions, arising at his everyday work, stimulating and motivating him. A proficient manager with experiences draws attention of new customers by presenting, offering and selling new products, services … By a suitable access the customer's attention is attracted and of course the privilege of purchase. At any case of complaint he is capable of estimating the situation, he explains the situation to a customer and also does everything necessary to solve the complaint professionally as soon as posible. The diploma work »The education of a manager for solving the complaints« is based on presentation and explanation of the importance of eduaction for every individual. It also includes knowledge gained at school and at solving the registered complaints, at communication with customers, workmen and superiors. The diploma work consists of two parts, that is theorethical and empirical. In the theoretical part the term education is described and analyzed. Education is important although it only explains new terms connected with one`s work. The complete process of the first examination of flats until the first received complaints of the inhabitants are being presented. In the empirical part the received questionaires from the inhabitants were used to find out the instantaneous situation and opinions of the inhabitants in the complexes Poljansko nabrežje and Vila-blok Cerklje. The received questionaries are analyzed and precisely presented at the end of the research. I have come to a conclusion that extremely high education is not so important as the manager's great endeavour to solve the inhabitants' complaints in their flats. By analyzing the questionaries it has been found out that the inhabitants of the complex Poljansko nabrežje are less satisfied with the solvation of complaints as those in Vila-blok Cerklje. The main reason of dissatisfaction is most probably the longer period needed for solving the complaints. Anyway the quick responding time in all these cases is the most important fact, especially at complaints where by a quick reaction of an expert the mistakes of the construction, causing damages in the flats, can be reduced to a minimum.
Keywords:	education, knowledge, communication, delivery of appartments, complaint

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