Superior learning goals and target group

This Microtraining is for participants that support customers on the phone with the objective to think service-oriented and to achieve a high customer satisfaction using appropriate communication techniques.

Core contents

The image of the caller

  • Avoid the “devil of relationships“ (routine, stereotypical thinking etc), show empathy for it!

From reaction to action

  • Organisation of telephone conversations (comprehensibility, scrutinising questions etc)

Handling complaints

  • The customer has the main part of the conversation, customer acquisition 7x more time-consuming than keeping existing customers, request customers for complaints, fast handling and reparation, analyse reasons for complaints

Avaliable as a in-house training course. Please contact us for more information: