International hotline, free of charge:
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Complaints as opportunities

Here’s how to change complaining customers into enthusiastic ones

Here you will discover:

  • How to calculate your "Complaints Vital Index"
  • How to become a “complaints professional” through the “VBC 6-step method”
  • How to keep your nerve even with tough complaints
  • How to recognise and understand the expectations of your customers
  • How to convey compassion and understanding of the problem
  • Which words and sentences you should absolutely avoid
  • How to end your complaint discussion positively

Afterwards you will be able to:

  • Prepare professionally for future complaints
  • Turn complaining customers into satisfied and enthusiastic ones
  • Control and calm difficult conversations through "active listening" and relationship management
  • Clarify misunderstandings quickly and permanently
  • Establish professional complaint management in your company

Additional benefits and specifics:

  • Up to 16 participants
  • 4x4 video training®
  • Personal training video on SD card
  • Personal scripts and practice check lists and/or an achievement journal
  • Tutorial support (project-dependent)
  • Transfer phase (project-dependent)

Classroom part: 1 day