Complaint calls are not the only difficult customer conversations. In daily customer contact on the phone, there are often situations in which you reach the limits of your personal resilience or in which you wish: "If only I were a little quicker on my feet, or if only I could deal with such situations more calmly" (
These situations are emotionally charged and have a negative effect on personal motivation. But it doesn't have to be that way!
Employees can better cope with the stress of difficult customer conversations, which leads to higher motivation and fewer "breakdowns." Conflicts are handled professionally, which can increase customer satisfaction.
Learning objectives
During training, employees learn how to deal with customers confidently, calmly, and composedly in difficult customer conversations.Professionalism in customer relations is improved.
Strategies for resolving conflicts are developed.
Contents
- Preparatory task on the topic- Emergence, perception and development of conflicts
- Preparation, structure and implementation of conflict discussions
- Strategies for conflict resolution
- Gain self-confidence
- Overcoming blockages
- Train your quick-wittedness
- Use and effect of language and voice
Seminar format
