Customer orientation / sales & negotiation training

Customer orientation workshop 1: Complaint management – thank you for complaints

Complaints are opportunities, thank you for that. They are often perceived as annoying and unpleasant, but they give us the chance to get better!

Word-of-mouth propaganda is worth twice as much as every franc invested in advertising. Satisfied and enthusiastic customers tell their experiences to others.

Possible contents

  • Why are complaints opportunities?
  • What makes customers happy, what annoys them?
  • 10 deadly sins in the handling of complaints
  • No fear of complaining customers
  • Reduction of personal stress and stearing of your own emotions
  • Successful handling of difficult situations and customers
  • Train complaint discussions


  • You recognise the value of complaints and see where the opportunities are
  • You can answer complaints more relaxed

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