Complaint Management Training

Mistakes will happen, as everyone knows. What everyone expects, though, is a professional handling of those mistakes.
It is your reaction to crises, reclamations or difficult conversational partners that determines whether the issue will end well for both parties or – not. It is also your chance to prove your company’s and your own motivation.

Contents of the seminar:

• Who’ s complaining?
• Expectations of complaining party
• Gaining a positive outlook on reclamations
• How to integrate a working complaint management system in your company
• Helpful background information: communication psychology and neurology
• Don’t find yourself between a rock and a hard place: becoming a mediator
• Conversation control and situation-based negotiation
• Conversational strategies vis-à-vis enraged conversational partners
• Handling demanding conversational partners
• Staying relaxed when confronted with personal attacks
• How to stay friendly and in a good mood when the level of stress is high