What is a complaint?

What is the relation between quality and a complaint?

What is the cost of a complaint?

What are the basic skills in complaint management?

How to be assertive?

differences between assertiveness and aggression
usage of the NDESC-model

10 steps in complaint handling

How to handle

telephone complaints
face-to-face complaints
written complaints?

How can I positively influence the communication climate?

Advantages of positive mindset, empathy, mirroring, kiss, visualising words, permissive environment

Set up of complaint management process and procedures

Auditing of complaint management:

When is a customer satisfied about my complaint management?

Cases

provided by attendees