International hotline, free of charge:
00800 200 200 20

Complaints on the telephone

Here’s how to handle telephone complaints confidently

Here you will discover:

  • How to handle customer complaints professionally with the “VBC 6-step method”

  • How to end complaint discussions positively in future

  • How to keep your nerve even with tough complaints

  • Which "rules of conversation" you should pay special attention to

  • Which words and sentences you should absolutely avoid

  • How to convey compassion and understanding of the problem

  • How to use complaints on the phone as opportunities

Afterwards you will be able to:

  • Guide complaint discussions in a structured way for success

  • Prepare professionally for telephone complaints

  • Respond flexibly to the emotions of your conversational partner

  • Control and calm difficult telephone conversations through "active listening"

  • Clarify misunderstandings quickly and permanently

  • Always keep your own emotions under control

  • Help improve the customer orientation in your company with concrete suggestions and ideas

Additional benefits and specifics:

  • Up to 16 participants

  • 4x4 video training®

  • Personal training video on SD card

  • Achievement journal

  • Tutorial support (project-dependent)

  • Transfer phase (project-dependent)

Classroom part: 1 day