Complaint Management - Einzellizenz - Digistore24

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284119 Complaint Management - Einzellizenz Language: German €299.00 Complaint Management - Einzellizenz Einzeltrainerlizenz Freiberuflich tätige Trainer, Einzelunternehmer und private Anwender. Dealing with claims and complaints is arguably the most explosive task in sales, you think? Not necessarily! Claims and complaints can lead to an increase in sales if customers are treated correctly with regard to future business. In the seminar, your audience will be shown the right techniques to deal with complaints and objections in order to realize an improved customer loyalty in the future by considering the customers needs in a vivid customer relationship management. Table of contents Introduction Complaints make you smarter! What is a claim? What is a complaint? Claims as chances Elements of active claim and complaint management Successful claim management Quality as a corporate philosophy Internal customers <=> External customers Benefits of continuous quality improvement Customer orientation concerns everyone! Who is the customer? What is customer satisfaction? What is service? Rethink your attitude The most frequent causes of complaints Emotional causes - Rational causes What does the customer want to achieve by complaining? Employ the question technique! Tactical questions Claim analysis The appropriate communication technique for complaint conversations Appropriate behavior for dealing with complaints Transforming a claim into agreement Wrong behavior when dealing with claims and complaints Techniques for dealing with customers' objections 10 dialectic possibilities for dealing with dissent Targeted and systematic approaches for dealing with complaints Structuring successful claim management Telephone strategies Telephone guidelines Telephone script Responding to written claims Successfuls complaint settlement
	284119 Complaint Management - Einzellizenz Language: German Complaint Management - Einzellizenz Einzeltrainerlizenz Freiberuflich tätige Trainer, Einzelunternehmer und private Anwender. Dealing with claims and complaints is arguably the most explosive task in sales, you think? Not necessarily! Claims and complaints can lead to an increase in sales if customers are treated correctly with regard to future business. In the seminar, your audience will be shown the right techniques to deal with complaints and objections in order to realize an improved customer loyalty in the future by considering the customers needs in a vivid customer relationship management. Table of contents Introduction Complaints make you smarter! What is a claim? What is a complaint? Claims as chances Elements of active claim and complaint management Successful claim management Quality as a corporate philosophy Internal customers <=> External customers Benefits of continuous quality improvement Customer orientation concerns everyone! Who is the customer? What is customer satisfaction? What is service? Rethink your attitude The most frequent causes of complaints Emotional causes - Rational causes What does the customer want to achieve by complaining? Employ the question technique! Tactical questions Claim analysis The appropriate communication technique for complaint conversations Appropriate behavior for dealing with complaints Transforming a claim into agreement Wrong behavior when dealing with claims and complaints Techniques for dealing with customers' objections 10 dialectic possibilities for dealing with dissent Targeted and systematic approaches for dealing with complaints Structuring successful claim management Telephone strategies Telephone guidelines Telephone script Responding to written claims Successfuls complaint settlement	€299.00