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Rollenspiel zur Reklamation: Wie bearbeiten wir Reklamation kundenorientiert? (Berufsschule, Kaufleute im Einzelhandel, 2. Lehrjahr)

Rollenspiel zur Reklamation: Wie bearbeiten wir Reklamation kundenorientiert? (Berufsschule, Kaufleute im Einzelhandel, 2. Lehrjahr)

          
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About the Book

Unterrichtsentwurf aus dem Jahr 2013 im Fachbereich Didaktik - BWL, Wirtschaftspädagogik, Note: 1,0, Veranstaltung: Berufsbezogener Unterricht, Lernfeld 10: Besondere Verkaufssituationen bewältigen., Sprache: Deutsch, Abstract: Die Lernaufgabe "Wie bearbeiten wir Reklamationen kundenorientiert?" ist eingebettet in die übergeordnete Lernsituation "Wir bearbeiten Reklamations- und Umtauschwünsche sach- und kundengerecht!". Die Lernaufgabe der geplanten Stunde wird den Schülern in Form einer szenischen Darstellung, gespielt von zwei Schülern, präsentiert. Die Szene spielt an der Informationstheke der Center Warenhauses GmbH. Ein sehr aufgebrachter Kunde kommt auf einen Verkäufer zu; Er bekundet lautstark seinen Unmut über sein defektes Smart-Phone, welches durch einen Sturz am Display beschädigt ist. Der Verkäufer reagiert darauf ebenfalls sehr ungehalten und es kommt zu einem lautstarken Streit zwischen Verkäufer und Kunde. Die Schüler erkennen, dass die kundenorientierte Bearbeitung von Reklamationen wichtiger Bestandteil ihres Berufsbildes ist, da es maßgeblich von ihrem Verkaufsverhalten abhängt, ob Kunden sich langfristig an ein Unternehmen binden bzw. neue Kunden gewonnen werden können. Sie erarbeiten sich Verhaltensweisen zur kundenorientierten Reklamationsbehandlungen, welche sie im weiteren Verlauf der Stunde auf eine konkrete Reklamation in Form eines Rollenspieles und der Erstellung eines Beobachtungsbogens anwenden. Dadurch verbessern die Schüler ihr eigenes Verkäuferverhalten und sind in der Lage, Reklamationen angemessen und kundenfreundlich zu bearbeiten. Sie fördern in der Unterrichtsstunde vor allem ihre Fach- und Methodenkompetenz und verbessern ihre berufliche Handlungskompetenz.


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Product Details
  • ISBN-13: 9783346372673
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 32
  • Spine Width: 2 mm
  • Weight: 54 gr
  • ISBN-10: 3346372677
  • Publisher Date: 20 Feb 2021
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Sub Title: Wie bearbeiten wir Reklamation kundenorientiert? (Berufsschule, Kaufleute im Einzelhandel, 2. Lehrjahr)
  • Width: 148 mm


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Rollenspiel zur Reklamation: Wie bearbeiten wir Reklamation kundenorientiert? (Berufsschule, Kaufleute im Einzelhandel, 2. Lehrjahr)
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