The seminar serves the recognition of customer reclamations and complaints as a chance and a challenge for the mutual benefit of the customer and your own organisation. Knowing the right way to deal with reclamations and complaints makes a significant contribution to increasing customer satisfaction and the own company performance. Active complaints management is thus a strategic challenge for the companies affected.

None

Persons who deal directly or indirectly with reclamations and complaints.

• ISO 10001, ISO 10002 and ISO 10003

• Principles for optimised reclamations and complaints management

• De-escalation

• Dealing with customer frustration

• Professional reaction to written, telephoned and spoken reclamations and complaints

• Dealing with plagiarism reclamations and complaints

• Developing a reclamations and complaints process (group work)