In-house training:
Complaint processing (1 day)
Seminar objective:
The participants (m/f/d) practice in the training the appropriate handling of customer complaints and get to know the background to this topic.
Typical topics and questions:
- Complaints as a communication offer
- Questionability of complaint rates
- Customer psychology behind complaints
- Accepting complaints correctly
- Internal conditions for optimal complaint processing
- Expectations of the complaining customer
- Tips and No-Gos for complaint discussions
- Own value attitude towards complaints
- Dealing with excessive criticism
- Dealing with excessive demands
- Prospects of success Complaint processing
- Case studies and simulations
Training methods:
- Theory input
- Exercises
- Group discussions
- Case studies