Customer service training:

Customer orientation and confident communication

Further training in customer service at Haufe Akademie can be an important lever for strengthening a company's competitiveness. Given the interchangeability of many services and products, service orientation is one of the few ways to differentiate yourself from the competition. One thing is clear: how management treats customers significantly influences their future purchasing decisions.

Customer service has many names in the company - customer service, customer care or customer support. Customer service managers are faced with a major challenge every day: they have to ensure that customers are satisfied and that their positive experience helps them to remain loyal to the company. Even and especially when things have not gone so well. Their areas of responsibility can be found in quality management, customer support and complaints management. Sales tasks can also fall under customer service, for example telephone acquisition.

Would you like to develop yourself or your employees in the area of customer service? Then find out more about the customer service training courses at Haufe Akademie , the market leader for professional qualifications!

Customer-oriented communication

In times of social media and customer review portals, the opinion of customers has become even more important. It is therefore important that all employees who have frequent customer contact handle inquiries, complaints etc. with confidence.

Customer orientation does not only play an important role verbally. Written communication can be the decisive sales argument. In our 2-day training course "Customer-oriented texts for sales and distribution", you will learn how to write short, concise and benefit-oriented texts. Convince your customers by focusing on their benefits and building an emotional relationship. You will learn how to do this in this training.

Customer service on the phone

The staff on the customer hotlines are an important figurehead for a company. The aim is to ensure that the customer is satisfied after the call and has received a satisfactory answer to their request. This is not always easy with different interests. In our training course "Telephone training for internal sales and customer service", you will learn how to achieve your goals on the telephone by conducting the conversation correctly. In this workshop, you will learn all about the psychology of a telephone conversation and how to master different conversation situations successfully and in a relaxed manner.

There is often lucrative sales potential in telephone customer service that can still be exploited. If you determine the customer's needs in a targeted manner during the customer call, you can make them additional offers. You will learn how to do this in the training course "Active selling with professional telephone acquisition". In this 2-day training , you will learn the right strategies for telephone canvassing in "active" customer service.

Complaints management

Dealing with complaints is not easy for many people. Emotions can quickly arise, especially in direct discussions with customers, making it difficult to take a rational view. Yet successful complaint management is a great opportunity for customer loyalty. The prerequisite is that complaints are not treated as a failure, but as a positive challenge. You can learn this and much more in the various further training courses in complaints management offered by the Haufe Academies:

In the 2-day training course "Complaints management: using complaints as an opportunity", you will learn how to handle complaints professionally, receive many strategies for dealing with "difficult" customers and learn to use every complaint as an opportunity.

Our blended learning course "Complaints management compact" for employees in sales and distribution consists of two days of classroom training and 12 months of access to the e-learning platform. With tutorial support and in the learning community, you will acquire all the skills you need to deal confidently with dissatisfied customers and turn complaints into opportunities for customer loyalty.

For those in a hurry, there is the 3-hour digital learning path "Complaints management compact / e-learning". You will learn quickly and sustainably how to master complaints as a positive challenge.

Customer service training: Dates throughout Germany

Our seminars on customer service take place regularly in all major German cities such as Hamburg, Berlin, Munich, Frankfurt, Cologne and Stuttgart. You can expect a balanced mix of theory and practice with lectures, group discussions and exercises. Our expert speakers impart their knowledge in a varied and well-founded manner.

Do you have any questions about the process, content or costs of our customer service training courses? Please contact our friendly staff: they will be happy to help you by phone on +49 761 595339-00 and by e-mail at service@haufe-akademie.de .

We look forward to welcoming you to one of our customer service training courses soon.