Objections and Complaints
Seminar objectives
The participants will
- refresh their communication skills
- get to know the important rules of customer orientation on the phone
- learn how to deal with arguments of the customers
- learn the meaning of complaints and how to deal with them
- understand the different aspects of a statement
- train to be more successful in situations with strongly emotional customers
Contents
- Customer orientation
- Discussion partner's arguments
- The complaint
- 8 steps of dealing with complaints
- The four aspects of a statement
- Stress model
- Strongly emotional behaviour
- Unfair arguments
Methods
- Lectures
- Group work
- Role-play
- Feedback
Organisation
- Target Groups
- Administration Service staff
- Duration
- 1 day
Description of the seminar "Objections and Complaints" as PDF-Download 
