Customer conversations are not only difficult when dealing with complaints. In daily customer contact on the telephone, 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 more quick-witted, or if only I could deal with such situations more calmly.
These situations are characterized by emotions and have a negative impact on personal motivation. It doesn't have to be that way!
Employees are better able to deal with the stress of difficult customer conversations, which leads to higher motivation and fewer "absences". Conflicts are dealt with professionally, which can increase customer satisfaction.
Learning objectives
During the training, employees learn how to deal with difficult customer conversations in a confident, calm and relaxed manner.Professionalism in customer behavior is improved.
Solution strategies for conflict resolution 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
