Attitude Is What Counts
Positive attitude and mindset as the basis
First impressions and professional friendliness
Perception shapes our communication
What matters: building and stabilising trust
Communication Models and Their Application in Customer Conversations
Content and relationship level, reason and emotion in customer conversations: professionals address both
Our goal: customers feel professionally well looked after and personally valued
What challenges me most in customer contact?
The 4 customer types according to the Insights model: understanding needs and behaviour
Communication compass: handling difficult conversation partners with confidence
The ABC of Communication Professionals
Verbal ways to build rapport
From the customer’s point of view: expressing things clearly
Active listening and questioning technique
Building bridges to the customer with the motivation method
Solution-oriented conversation instead of problem discussion
Needs assessment and customer-benefit argumentation
Special Aspects on the Phone
Professional greeting formula
Checklist for professional telephone behaviour
Handling Complaints and Grievances
The complaint as an opportunity: ground rules for complaints and the like
Caution: emotions and escalation triggers
De-escalating professionally
Examples of conversation management with complaints.
