Customer orientation and complaint management in dialogues and on the phone

Seminar content Complaint management:

  • What does customer orientation mean?
  • What are complaints and reclamations?
  • Preparation, implementation and follow-up of a complaints meeting
  • From "complaint handler" to "manager for customer wishes
  • Basics of communication ...
  • On the telephone
  • Central impact factors and communication techniques
  • Conducting difficult conversations in a solution-oriented manner
  • Conflicts: symptoms, escalations and behavioral styles
  • Communication in conflict: Dealing with difficult customers
  • Self-motivation and stress management when dealing with conflicts
  • Written communication in conflict situations
  • Reflection and exercises! Personal learning transfer into practice

The seminar "Complaint Management" for specialists and managers takes place in small groups or, if desired, as individual training. 

I look forward to hearing from you!