Customer orientation and complaint management in dialogues and on the phone

Seminar content "Customer Service Training":

What does customer orientation really mean? Complaints and claims Preparation, execution and follow-up of complaints From a "liquidator of complaints" to a "manager of customer wishes and needs" Basics of telephone communication Solution-oriented communication in difficult situations Conflicts: symptoms, escalations and behaviour patterns Communication in conflicts - how to handle difficult customers Self-motivation and stress management in conflicts Written communication in complaint management Case studies, reflection and exercises Personal action plan to ensure the learning transfer