Communication training – online-live
HANDLING COMPLAINTS / RECLAMATIONS PROFESSIONALLY
In this online-live training, we will motivate you and provide you with confidence in handling complaints and reclamations professionally in the future.
How do I deal with dissatisfaction and complaints? – In the training, you will receive tools to empathetically address, calm, and de-escalate customers/business partners.
How do I propose solutions, and offer suggestions to customers/business partners? You will learn how important it is to strike the “right/appropriate tone” to be perceived as service- and customer-oriented.
WATCH OUT!
THIS IS WHAT YOU WILL LEARN
- Complaint Management (Listening - Apologizing - Expressing understanding - Allowing/reflecting feelings - Change of perspective - Asking solution-oriented questions)
- Common mistakes in handling complaints
- Negative words
- Conveying bad news without lying / Delivering messages well-packaged and in a manner that is acceptable for the customer.
- Customer-oriented rhetoric
LET’S GET STARTED
METHODS & DIDACTICS
In the online-live session, the trainer will first provide a brief theoretical overview of the topic of complaint management.
Following that, the interactive phase will involve exercises on avoiding mistakes in complaint handling, avoiding negative words, and developing solutions.
This approach not only equips you with new solutions, learning points, and recommendations for your own complaint situations but also allows you to benefit from the complaint situations of other participants.
INVEST IN YOUR FUTURE
BOOK NOW
DETAILS
Duration: 90 minutes
Location: online-live
Language: English
Group size: up to 8 participants
DATES
- Monday, 25/11/2024 (10:00 am – ca. 11:30 am) - GERMAN I BOOKED OUT
- Monday, 11/11/2024 (1:00 pm – 2:30 pm) - GERMAN
- Friday, 15/11/2024 (10:30 am - 12:00 pm) - ENGLISH
- Thursday, 20/02/2025 (10:30 am - 12:00 pm) - GERMAN
- Monday, 13/10/2025 (10:00 am – 11:30 am) - GERMAN
EXCELLENT
RATHER THAN
RECORDED
100% live
We broadcast 100% live to interact, practice, and analyze with you.
High practical content
In real simulations, you practice challenging negotiation situations to act confidently and stress-free in your upcoming negotiations.
Professional technology
The platforms Zoom and Teams provide us with the ideal conditions to make virtual training interactive and engaging. Professional equipment and state-of-the-art technology ensure high-quality training in the digital environment.
