What we do

Communication with customers

Communication – basic training

“One cannot not communicate.” (Watzlawick)

Everything that we say or don’t say and do or don’t do has an impact on others. Communication training addresses the most important communication fundamentals and teaches conversation techniques. The course participants gain an understanding of their personal communication patterns and learn to communicate successfully.

Customer-oriented communication

The ABCs of communicating with customers

The course participants gain an understanding of how proper behavior toward customers and suppliers attuned to the specific situation at hand contributes to personal and enterprise success. They learn to communicate skillfully and persuasively from the moment of first impression to the conclusion of a conversation and thus boost their personal motivation.

Customer enthusiasm

Make your customer say “WOW!”

“Loyal customers are existing customers who repeatedly purchase from us of their own volition.” Correct, but their loyalty has to be earned over and over again. The best way to do that is by exceeding customers’ expectations. We call that the “WOW!” effect. The course participants learn when and why customers are loyal – and why they aren’t when they aren’t. And they learn how to wow customers. They develop ideas and service concepts aimed at arousing customer enthusiasm.

Working the call reception desk

Speaking effectively without visual contact

The call reception desk is every company’s business card. A telephone conversation is often the first point of contact. Getting to know someone without being able to see the person poses a special challenge. That’s why language, tone of voice and the style in which we communicate make an all the more lasting impact. The course participants train in quickly establishing a good basic interpersonal rapport. They get practice at quickly recognizing customers’ needs and wishes, and at correctly forwarding a phone call or properly initiating action on the outcome of a phone call.

Communication for help desks and IT support personnel

“We’re here to help you…”

Providing telephone support is a demanding job for employees that requires mastery of select skills. A professional questioning technique, comprehensible speech and empathy for the customer’s situation prevent misunderstandings and conflicts. Our training course for first- and second-level support personnel teaches practical techniques and provides tips and tricks for successful communication.

Difficult conversations with customers

Complaint management

Ninety-six percent of all unhappy customers never lodge a complaint. They just go away angry – and they spread word of their dissatisfaction. That makes it all the more important to seize the opportunities that the actual 4% of complaining customers give us. The course participants learn to recognize the benefits of systematic complaint management. They learn to conduct persuasive conversations with challenging interlocutors by practicing key communication techniques, thus enhancing their mental alertness to provide fast and appropriate responses.