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
