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expert seminar

Efficient complaint management

Strategies in the complaint situation with D,I,S and G

Efficient complaint management

If you want to be number 1 in customer satisfaction, you have to put the customer at the centre of your business activities. This means standing by their customers in good times and bad with appreciation and solution orientation. Because above all from complaint discussions depends whether the relationship with your customer is strengthened on a long-term basis or damaged.

Therefore, it is all the more important to react correctly to complaints, to reflect on your own behaviour in the event of complaints and to know how to avoid possible escalations. If you manage to optimize your complaint management in this respect, customer complaints can be real success factors for your company.

Of course, this is not always easy, because there are very difficult and challenging situations and personalities in customer contact who need a lot of empathy. The expert seminar Efficient complaint management helps you to assess your own behaviour in typical complaint situations, to determine your inner voltage mode and to recognize D, I, S and G complaint customers quickly.

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This is your day when you...

  • the origins and effects of complaints.
  • want to assess the behaviour of your complaint customer correctly at an early stage in order to avoid escalations.
  • Want to use complaints and rebukes to continuously improve.
  • want to get to know methods and techniques for the treatment of objections in order to apply them in practice.

 

content

  • They recognize the complexity of complaints and their chance for increased customer loyalty and economic success.
  • You will learn to safely apply the principles of professional conduct in complaint discussions.
  • You will learn how to distinguish between productive and non-productive behaviour in the complaint context.
  • You will get to know the five modes of tension and learn how to change them by increasing or decreasing the behavioural styles.

methods

With the persolog® Behavior Profile and the Strategic Planner for Efficient Complaint Management, you can optimize your complaint management. You deal with a specific complaint customer and develop a kind of instruction manual for customer behaviour in order to avoid unnecessary complications in complaint discussions. High practical relevance and the exchange of participants in the seminar support the learning effect.

After the seminar

  • They understand the role of behaviour in the development of complaints.
  • You determine your own behaviour in complaint situations and can reflect on them.
  • You recognize different customer statements as complaints and can assess potential escalation triggers for the customer.

Your trainers

Debora Karsch – Your persolog trainer, persolog Consultant

Debora Karsch – Your persolog trainer

"It is often the leap into the unknown that leads to the next level." If you ask Debora Karsch for a motto that inspires her and guides her in her work, she will call these words. And not without reason: She is convinced that real development is only possible if you dare something new.


Beginning City Price  
11.09.2019Remchingen 798 EUR* Register
* Prices plus VAT, ** Prices incl. VAT

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