Wettbewerbsvorsprung durch professionelles Reklamationsmanagement

Increase customer loyalty and expand market position
Author: Hans Fischer
Series: Basics. Getting started.
Good complaint management supports the customer relationship. If you see complaints as more than just a question of being right, you can improve products and services and turn difficult customers into fans.

Contents:
1. Foreword
2. What is positive about a complaint
2.1 You always benefit
2.1.1 Opportunity to deepen customer loyalty
2.1.2 Product and service quality can be improved
2.1.3 A good opportunity to realign communication.
2.1.4 This is part of proper documentation of a complaint
2.1.5 Who receives the complaint
2.1.6 Who processes the complaint
2.1.6 Software support
3. Why do some customers not complain
3.1 The danger of the silent dissatisfied
3.1.1 The dynamics of negative messages
3.1.2 Why do some customers not complain
4. The destructive complaints conversation
4.1 What you can quickly do wrong
4.1.1 A negative example from practice
4.1.2 The most common mistakes in complaints handling:
5. The constructive complaint discussion 34
5.1 Viewing the complaint from the customer's perspective 35
5.1.1 A positive example from practice 35
5.1.2 The 6 decisive steps for successful complaint handling
6. Processing the written complaint
6.1 Quick response is a priority
6.1.1 The 6 most important actions
6.1.2 Formulating customer-oriented
7. Complaint processing on the phone
7.1 Phone, your company's business card
7.1.1 How to do it right
7.1.1 These 10 tips have proven their worth when handling complaints on the phone
8. Handling complaints in a face-to-face conversation
8.1 Tone and body language are crucial
8.1.1 Mental attunement and preparation for the conversation
8.1.1 Conversation venue
8.1.3 Participants in the conversation
9. Unjustified complaints
9.1 The customer is not always in the right
9.1.1 When to be firm
9.1.2 When in doubt, in favor of the customer
9.1.3 This is the right way
10. Customer expectations when handling complaints
10.1 Emotional state
10.1.1 Which ego state is the complaining customer in
10.1.2 Childhood ego and factual suggestions do not match
10.1.3 Solution comes from the parent ego and the adult ego
10.1.4 8 points that every complaining customer expects
10.1.5 Be careful with promises
11. Management is responsible
11.1 The basis is the right corporate culture
11.1.1 The attitude of employees
11.1.2 Service-oriented internal language culture
11.1.3 Corporate language
Index