Dealing with complaints and solving conflicts with customers in a constructive way

Your aim is a conflict-free relation with your customer. As experience has shown, it is not possible to avoid complaints completely:
- at the very best, they are only based on a misunderstanding
- if the worst comes, they escalate to a conflict of serious consequence.
This is why beside technical competence a high degree of social and selling competence is required in assembly, service or sales of spare parts.
 

The participants...
- will identify themselves with their sales tasks
- will be able to control talks about complaints and conflicts efficiently
 

Status of handling of complaints in a sales philosophy and strategy

Handling of complaints and behaviour in conflicts
Establishing the conflicting parties' ability to lead a dialogue, determination of the background of the conflict, coping with feelings such as anger, disappointment, frustration and others, finding and putting through realistic solutions

Correct asking and active listening

Presentation of one's organisational structure and how it can help the customer

In complaints chances are hidden!

Mechanisms of leading and controlling talks

Succussfull handling of different partners of communication
 

Jeder Kunde hat seinen Preis

This book is only available in german language more info

Wie man Kunden gewinnt

This book is only available in german language more info

The book recommendations can be ordered from the ISM Academy-Shop, or it can be ordered together with your seminar booking. You also have the option to purchase these books at the seminar.