Training
This training is held in German.
Many people find it difficult to deal with complaints and grievances - especially in direct discussions with customers. Emotionality on both sides blocks access to rational arguments. However, there are tremendous opportunities for customer orientation in the skillful and efficient handling of complaints! Use this training to change your perspective and learn to view and manage complaints not as a failure, but as a positive challenge and opportunity.
Contents
When and why do you perceive customers as "difficult"?
- Personal attitude.
- Take the customer's point of view.
- Information avoids complaints.
- Difference between a claim and a complaint.
The psychology of complaints and grievances
- Self-image and external image.
- Why customers don't complain or complain.
- What effect do we have on our customers?
- Recognize and deal with behavioral tendencies.
- Dealing with personal attacks.
- Find the right choice of words and arguments.
Successful complaints and grievance management
- Basics of complaints and grievance handling.
- Dealing with complainers, grumblers and "unjustified" complaints.
- Avoid typical mistakes and blunders.
- Organizational measures.
- Acceptance, processing, reporting - optimize internal processes.
- Prevent, understand and accept contradictory decisions, e.g. by superiors.
- To what extent can "artificial intelligence (AI)" provide support?
Learning environment
In your online learning environment, you will find useful information, downloads and extra services for this qualification measure after you have registered.
Your benefit
- You will learn how complaints arise and how to deal with them professionally.
- You will gain a deep understanding and "tools" for dealing with difficult customers that will help you to take the right action in an emergency.
- You have the opportunity to discuss difficult situations from your day-to-day business and look for better solutions.
- They recognize that a complaining customer is not a misfortune, but on the contrary an opportunity for customer orientation.
Methods
Intensive, practice-oriented training with many examples from everyday working life. Balanced mix of trainer input, group work and practical exercises.
Recommended for
Specialists and managers at all hierarchical levels who have direct customer contact.
Further recommendations for "Complaint management: using complaints as an opportunity"
Attendees comments
"Speakers unbeatable as a team. Topic conveyed in an interesting and varied way!"
Martina Nissen
BioCycling GmbH, Hamburg
"The training was perfectly conducted! Entertaining, interesting, informative and personal. Ergo: It couldn't have been better!"
Alexandra Dahne
Krannich Solar GmbH & Co. KG, Weil der Stadt
"The event was very well organized and also very well prepared in terms of content. Trainer is TOP!"
Oksana Tykocinski
Gebr. Heinemann SE & Co. KG, Hamburg
Seminar evaluation for "Complaint management: using complaints as an opportunity"
4.7 from 5
with 309 reviews
training content:
4.5
Content comprehensibility:
4.8
Practical relevance:
4.4
Trainer expertise:
4.8
Participant orientation:
4.8
Method variety:
4.6
The speaker Ursula Düsterhöft on the topic:
"In many cases, dealing with complaints is also a conflict situation for the employee. The emotional component is often higher than it should be. This is why it is so important, especially in the service sector, to prepare all employees with direct customer contact intensively for such situations. In this training , the psychological background to the emergence of complaints is explained and the best possible conflict-free handling of complaints is practised."
On-site training together
Booking number
9129
9129
€ 1.540,-
plus VAT
2 days
in 4 locations
4 Events
German
Joint online training
Booking number
33388
33388
€ 1.540,-
plus VAT
2 days
Online
on 20.10.2025
German
Start dates and details
02.06.2025
Mannheim
Booking number:
9129
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Monday, 02.06.2025
09:00 am - 5:00 pm
Tuesday, 03.06.2025
09:00 am - 4:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Transfer coaching bookable
2 hours of transfer coaching - live and online with your trainer ensures that you can put what you have learnt into practice in your day-to-day work.
If you book at the same time as your training, you save 10 % on the price of the transfer coaching of € 390,- excl.
17.09.2025
Stuttgart
Booking number:
9129
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Wednesday, 17.09.2025
09:00 am - 5:00 pm
Thursday, 18.09.2025
09:00 am - 4:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Transfer coaching bookable
2 hours of transfer coaching - live and online with your trainer ensures that you can put what you have learnt into practice in your day-to-day work.
If you book at the same time as your training, you save 10 % on the price of the transfer coaching of € 390,- excl.
20.10.2025
Live-Online
Booking number:
33388
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Course
zoom
Days & Times
2 days
Limited number of participants
Monday, 20.10.2025
09:00 am - 5:00 pm
Tuesday, 21.10.2025
09:00 am - 4:00 pm
Transfer coaching bookable
2 hours of transfer coaching - live and online with your trainer ensures that you can put what you have learnt into practice in your day-to-day work.
If you book at the same time as your training, you save 10 % on the price of the transfer coaching of € 390,- excl.
11.12.2025
Berlin
Booking number:
9129
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Thursday, 11.12.2025
09:00 am - 5:00 pm
Friday, 12.12.2025
09:00 am - 4:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Transfer coaching bookable
2 hours of transfer coaching - live and online with your trainer ensures that you can put what you have learnt into practice in your day-to-day work.
If you book at the same time as your training, you save 10 % on the price of the transfer coaching of € 390,- excl.
09.02.2026
Munich
Booking number:
9129
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Monday, 09.02.2026
09:00 am - 5:00 pm
Tuesday, 10.02.2026
09:00 am - 4:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Transfer coaching bookable
2 hours of transfer coaching - live and online with your trainer ensures that you can put what you have learnt into practice in your day-to-day work.
If you book at the same time as your training, you save 10 % on the price of the transfer coaching of € 390,- excl.
Training is guaranteed to take place
Booking number:
9129
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Details
2 days
Limited number of participants
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Transfer coaching bookable
2 hours of transfer coaching - live and online with your trainer ensures that you can put what you have learnt into practice in your day-to-day work.
If you book at the same time as your training, you save 10 % on the price of the transfer coaching of € 390,- excl.
Booking number:
33388
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Details
2 days
Limited number of participants
Transfer coaching bookable
2 hours of transfer coaching - live and online with your trainer ensures that you can put what you have learnt into practice in your day-to-day work.
If you book at the same time as your training, you save 10 % on the price of the transfer coaching of € 390,- excl.
No suitable date?
You are welcome to be notified by e-mail as soon as new dates are released.
Further training in complaints management
Why can companies hardly do without complaints management? Customer satisfaction is one of the most important prerequisites for the long-term success of a company, as it represents an important sales factor. Damage to a company's image caused by faulty goods, unreliable services or disorganized processes can happen quickly - making it all the more important to compensate for customer dissatisfaction with suitable complaints management.
Please note: We use third-party tools for selected events. Personal data of the participant will be passed on to them for the implementation of the training offer. You can find more information in our privacy policy.
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