Back office and customer service

Customer service training: customer orientation and confident communication

Further training in customer service at the Haufe Akademie is a decisive lever for strengthening your company's competitiveness. In a world in which products and services are becoming increasingly interchangeable, excellent service orientation offers an opportunity to stand out clearly from the competition. After all, how management deals with customers has a decisive influence on their future purchasing decisions.

Customer-oriented communication - for better contact on all channels

In times of social media and review portals, the opinion of your customers carries more weight than ever. It is therefore essential that employees in direct contact with customers are able to handle inquiries and complaints with confidence:

• "Customer-oriented texts for distribution and sales" (2 days): Learn how to write concise, benefit-oriented and emotionally convincing texts. Focus on the added value for your customers and build an emotional bond.

• "Telephone training for internal sales and customer service": Learn all about the psychology of telephone conversations - from conducting conversations to successfully overcoming difficult situations.

• "Active selling with professional telephone acquisition" (2 days): Use telephone contacts specifically to determine requirements and present suitable additional offers.

Complaints management: seeing complaints as an opportunity

Successful complaint management holds enormous potential for customer loyalty - provided that complaints are not seen as a failure but as a positive challenge:

1. "Complaint management: using complaints as an opportunity" (2 days): Develop strategies for dealing with "difficult" customers and use every complaint as an opportunity for improvement.

2. Blended learning "Complaints management compact": A combination of classroom training (2 days) and 12 months access to an e-learning platform including tutorial support.

3. Digital learning path "Complaints management compact / e-learning": For those with little time - learn everything you need to know about complaints handling in just 3 hours online.

Why is further training in customer service worthwhile?

Customer Service Managers bear great responsibility every day: they ensure that customers are satisfied - even if something goes wrong! Their tasks range from quality management to complaint management and even telephone acquisition.

With our training courses you can:

• Increase the satisfaction of your customers ,

• Resolve conflicts confidently,

• build successful long-term relationships.

These skills not only help you personally; they also ensure the long-term success of your company!

Dates & cities

Our seminars take place regularly in major cities such as Hamburg, Berlin, Munich, Frankfurt am Main and Cologne. You can expect a mixture of theory and practice through interactive lectures and exercises under the guidance of experienced experts.

Do you have questions about the process or costs? Contact us by phone at +49 761 595339-00 or by e-mail at

service@haufe-akademie.de

We look forward to welcoming you to one of our training courses soon!