Complaint management in a foreign language

Technical language course complaint management

Your service is first class, the quality is above average - yet complaints cannot be avoided. We provide the know-how to deal professionally with dissatisfied customers. Your employees acquire the necessary technical vocabulary to master the challenge on the phone and by e-mail - and to make use of customer complaints as an opportunity to better your services.

Course contents

• Receive complaints professionally and positively
• Calming of dissatisfied customers
• Clarifying customer expectations objectively
• Assuming responsibility and showing understanding
• Reacting to objections and misunderstandings
• Discussing deadlines and clarify urgencies
• Formulating diplomatically and suggest solutions
• Summarising the action plan, confirming decisions with binding effect

Advantages

• Tailoring the course content to the complaints department
• Specialist training material
• Supplementing the course content with business communication and intercultural topics
• Training of realistic action situations

Method

Only methodically sound first-class trainings ensure lasting success. That is why we developed the FOKUS method. Each training is designed in accordance with our 4L components: Lernen (learning), Leisten (achieving), Lachen (laughing) and Leben (living). This specialized language training “Complaint Management” gives you exactly the content that you need in your professional life.

Cost:

Individual offer