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.

Englisch lernen

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


  • 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


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.


Individual offer