Detaillierte Informationen zum Seminar
Inhalte:
Complaints are part of everyday life in companies, but they are often underestimated as an opportunity for customer loyalty. Effective complaint management can turn negative customer experiences into positive ones and prevent customers from leaving.
In this seminar, you will learn how to deal with customer complaints professionally and use them as an opportunity for improving both customer satisfaction and quality. You will learn what complaint management means and which techniques are important for a customer-oriented complaint management.
Dauer/zeitlicher Ablauf:
1 Einheiten à 45 Minuten
Ziele/Bildungsabschluss:
Dieser Kurs schließt mit einem alfatraining.com-Zertifikat ab.
Teilnahmevoraussetzungen:
Please coordinate with your team members before registering and make sure that not all employees of a location, department or team are registered for the same date.
Temporary staff/working students are also welcome to take part in the team training sessions outside of their working hours. Please coordinate this with the HR department.
The team training sessions are free of charge for all employees.
After the course, you can download your alfatraining certificate in the tab Zertifikate. Please upload your course certificate in Personio in the tab Dokumente under the category Weiterbildung.
Technische Voraussetzungen:
Für eine Live-Teilnahme unbedingt erforderlich: Handelsüblicher Computer (64-bit), Headset, Webcam Stabile Internetverbindung Mind. 2 GB Arbeitsspeicher Download und Installation alfaview (für dich kostenfrei!)
Lehrgangsverlauf/Methoden:
Basics of complaint management
Definition of the term complaint management
Goals and advantages of effective complaint management
Dealing with customers
Customer orientation: the basis of complaint management
Dealing with different customer types and personalities
Managing difficult conversational situations
Dealing with complaints on the phone
Active listening and empathy skills
Solution-oriented conversation
Seminarkennung:
539
