Confident communication with customers

Focus customer the customer 

• Customer satisfaction is measurable and can be increased.
• Analysis: Who are my customers what do they expect?
• Recognizing customer needs: What does my customer need to feel well looked after, understood, and taken seriously?
• Proactive customer contact: customer , identify needs before they are expressed—embrace the concept of "being welcome."
• Support external and internal customers .

Intensive service readiness and solution orientation

• Take responsibility.
• Keep calm in stressful situations.
• Smile, please! Defuse anger and unfriendliness and work with the customer to find customer .
• Act professionally when dealing with difficult customers, complaints, and grievances. Use de-escalation techniques.
• Work and organizational techniques in a "public" space (always being watched, listened to).
• Coordination of phone and public traffic.
• From satisfaction to enthusiasm: Surprise your customers.

The right posture and the right tone

• Creating sympathy and trust in seconds - is that possible?
• Dos and don'ts in customer contact, even in critical situations.
• Professional and competent appearance.
• Convey appreciation and respect.
• Communication in conflicts (mediator role).
• Loyalty to customers companies.
• Business etiquette.

Analysis of individual situations from the participants' everyday working lives

Practical exercises and group work

Tips for dealing with international customers