Dealing Professionally with Complaints

Maximum customer satisfaction!

Maximum customer satisfaction, this is what the three-day Dealing Professionally with Complaints training course is about. The combination of role plays, practice cases and theory ensure training with immediate use in practice. To optimally respond to practice during the training days, there is repeatedly an interval of only a few weeks.

Subjects

The following items are discussed during the course:

Day 1:

  • Behavioural factors: dealing with various types of people.
  • Advantages and disadvantages of telephone contact.
  • Receiving and dealing with complaints and objections.
  • Optimally using language and voice.
  • Good manners on the telephone. The first and last impression.

Day 2:

  • Repeating and deepening on the basis of practice situations.
  • Using the correct questioning techniques.
  • Avoiding negative associations with customers.

Day 3:

  • Repeating and deepening on the basis of practice situations.
  • Conducting “bad news” talks.
  • Practice-orientated role plays.
Module structure

This course is offered as one entity.

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Practical information
  • 3 x 1 day.
  • In-company / Open training.
  • Maximum 8, minimum 4 participants.
  • Intermediate Vocational Education or higher.
Related course(s)

Look at our communication program.