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See Complaints as an Opportunity - Critical Customers Are Good Customers! 

Complaints Management

The challenge is to learn from complaints and reclamations! They are valuable feedback from your customers. In this training, you will learn how to process complaints professionally, analyze them, and use them to make improvements.
You will learn basic principles, concrete behavioral strategies for handling complaints and claims, analysis tools, building blocks, checklists, and numerous tips.

Contents of the Training

  • Complaint management: introduction and facts
  • Building blocks for handling complaints: 7 basic principles
  • Introducing complaint management in the company
  • Telephone complaints: Using professional telephone communication
  • Written complaints: The considered use of text modules
  • Personal attitude and rhetorical skills (argumentation and questioning techniques, partner-like language style, body language)
  • Short-term methods of stress management in dealing with difficult customers

Trainer input, complaint management quiz, practical cases from the participants, and video analysis of complaint discussions.

Do you have any questions? Please feel free to contact us!

Training OFFERS

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Book tips

For anyone wanting to deepen their knowledge, we recommend the specialist literature from C-TO-BE. Order directly from us now.

Virtual Negotiation. An Optimal Approach to Online Negotiations
Better Negotiating. The Training Book
Flexibel verhandeln. Die vier Fälle der NEGO-Strategie (German version)
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