How to professionally handle complaints

Customers have long expected a truly professional approach to handling their complaints. Consequently, the challenges faced by professional complaint management processes and staff are extremely high. These include stress management, emotional intelligence, conflict resolution skills, and maintaining inner balance on the part of the company employees involved.

Ultimately, one thing must be clear:

The complaint is the customer's most important assignment
(we have done something wrong and must make it right again)

Seminar Objective
: This seminar aims to show you how to behave in the various phases of a complaint process (complaint stimulation, acceptance, processing, and response).

Target Audience
Entrepreneurs, executives, and customer-facing employees.

Seminar content:

• Psychology of complaint management.
• Handling complaint conversations in practice.
• Mastering difficult situations.
• Processing complaints through all channels.
• Learning from complaints.
• Managing complaints systematically and strategically.