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:

• distribution and salesCustomer-Focused Copywriting for distribution and sales(2 days):Learn to write concisely, in a way that highlights benefits, and in a way that resonates emotionally. customers the value you provide to your customers and build an emotional connection.

• “Telephone Training for Inside Sales and Customer Service”:Learn everything about the psychology of telephone conversations—from conversation techniques to successfully handling difficult situations.

• “Active Selling Through Professional Cold Calling” (2 days):Use phone calls strategically to identify customer needs and present relevant add-on 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: Turning Complaints into Opportunities” (2 days):Develop strategies for dealing with “difficult” customers use every complaint as an opportunity for improvement.

2. Blended Learning "Complaint Management:A Compact Course":A combination of in-person training (2 days) and 12 months of access to an e-learning platform, including instructor support.

3. Digital Learning Path “Complaint Management Made Simple / E-Learning”:For anyone short on time—learn everything you need to know about handling complaints online in just 3 hours.

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!