Confident communication with customers

Focus on the customer

• Customer satisfaction is measurable and can be increased.
• Analysis: Who are my customers and what do they expect?
• Recognize customer needs: What does my customer need to feel well looked after, understood and taken seriously?
• Proactive customer contact: approaching the customer, recognizing needs before they are expressed, living the "welcome".
• Serving external customers and internal customers alike.

Intensive service readiness and solution orientation

• Take responsibility.
• Keep calm in stressful situations.
• Please smile! Intercept annoyances and unfriendliness and find solutions together with the customer.
• Act professionally with difficult customers, complaints and grievances. Use de-escalation techniques.
• Work and organization techniques in a "public" space (always spectators, listeners).
• 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?
• Do's 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 and the company.
• Business etiquette.

Analysis of individual situations from the participants' everyday working life

Practical exercises and group work

Tips for dealing with international customers