Customer recovery - Training Coaching Consulting

Tradelogic GmbH & Co. KG

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In-house training:
Customer recovery (2 days)

Seminar objective:
Due to market and behavioral changes of customers as well as increasing competitive pressure, the occupation with customer recovery methods has become a worthwhile alternative to other sales objectives. The participants (m/f/d) learn in the training to recognize customer churn at an early stage, ideally to avoid it at an early stage, and practice possibilities to conduct win-back discussions with customers.


Typical topics and questions:

  • Reasons for customer recovery
    • Typical segments in the customer base and their development
    • Customer recovery vs. acquisition of new customers
  • Prevention instead of recovery
    • Phase model of customer withdrawal
    • customer churn warning
    • Correct complaint handling
      • Complaints are communication offers
      • Questionability of complaint rates
      • Accepting complaints correctly
      • Tips and tricks for complaint discussions
      • No-Gos in the complaint
      • Speed factor of successful complaint processing
  • Customer Psychology
    • Psychological patterns behind customer loyalty
    • Psychological patterns behind customer flight
    • Type-based migration behaviour
  • Customer recovery process
    • Search for inactive customers
    • Cause analysis
    • The problem of winning back customers in sales
    • Tips for the recovery discussion
    • Winning back customers as an attitude


Training methods:

  • Theory input
  • Exercises
  • Group discussions
  • Case studies



Tradelogic GmbH & Co.KG
Diepenheimstr. 17
D-48624 Schöppingen
+49 2555 99 70 812
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