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
