Processing of complaints

Place: Online

Duration: 2 hours Classroom (online) plus 2 hours Questions & Answers (Q&A)

Date/Time: on request, Monday to Friday, between 08:00 and 17:00 CET.

Challenges:
• Complaints are hidden “cries for help” – however, they can also be considered an 
enormous sales potential if solved appropriately 
• The difficulty is, on the one hand, to move from an emotional to a material level –
and to not take things personally.
• On the other hand, it is about creating a good customer relationship, in which cross 
and upselling opportunities can be identified and used.

Learning objectives:
• Identify the causes of complaints and quickly find appropriate solutions 
• Losing the fear of an angry customer and moving the conversation from the 
emotional level to the factual level in order to create a consensus.
• Recognise chances to cross- and upsell.