The customer's complaint is the signal for the desire for further cooperation.
If he does not complain, or if his complaint is not handled professionally, the customer is lost.
This approach to handling a complaint underlines the importance of professional complaint handling as an opportunity to prevent customer losses and strengthen customer loyalty.
Customer satisfaction increases, as does employee satisfaction.
Learning objectives
Raising awareness of the importance of a complaintRecognize complaints as a cause/effect mechanism
Learning techniques for conflict relaxation and resolution
Developing customer loyalty measures
Contents
- Classify complaints and grievances- Differentiated processing depending on customer type
- The opportunity for customer loyalty
- Objection handling technique
- Conflict knowledge (types, processes)
- Conflict resolution
- Task for practical transfer
Seminar format
