Handling Complaints Over the Phone

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    Your personalized training for confident complaint handling over the phone

    In our practical seminar, we equip your employees to handle complaints in a professional, solution-oriented, and empathetic manner. We teach techniques for effectively defusing emotional tension, demonstrating understanding, and simultaneously steering the conversation constructively toward a solution. Each training session is tailored to the typical situations your company encounters—for greater calm, clarity, and customer satisfaction on the phone.

    Why This Workout Works

    1. Practical content —exercises based on real-life conversation scenarios from your everyday work.

    2. Targeted Emotional De-escalation – Communication techniques to manage emotions, rebuild trust, and create a positive atmosphere for conversation.

    3. Tailored to your team —content, wording, and examples precisely tailored to your industry.

    4. Lasting Expertise – Confidence in Handling Complaints, Greater Self-Assurance, and Strengthened Customer Loyalty.

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    Contents

    • Communicate in a solution-oriented and goal-oriented manner

    • Showing empathy and understanding on the phone

    • Use positive and customer-focused language

    • Using the “Yes Approach” to Conduct Successful Complaint Discussions

    • Confident Interaction with Different Personality Types

    • Using SET Communication in a Targeted Manner

    • Using Your Voice and Tone Effectively

    • Using De-escalation Techniques in Challenging Situations

    • Implement Practical Examples from Your Company

    Target Audience

    Employees who frequently interact with customers over the phone—for example, in customer service, at the front desk, in the administrative office, in sales, or in internal sales.

    Learning Objectives

    • Handle complaints and claims over the phone in a solution-oriented, confident, and professional manner—even in challenging situations.

    • Adapt flexibly to different personalities, recognize their needs, and respond appropriately.

    Your Benefits

    • Practical and interactive exercises

    • Customized to meet the needs of your industry

    • Practical content you can apply right away in your daily work

    • Strengthening Customer Loyalty Through Constructive Complaint Discussions

    • Study materials for long-term knowledge retention included

    Details

    Description In-house group seminar at a location of your choice. Available as an in-person or online seminar.
    → Ideal for groups of 4 or more employees
    Duration 1 day, or a different duration based on your preferences and needs
    Number of participants 4–12
    Location
    • Location of your choice (on-site, seminar hotel)
    • Live Online via Zoom
    Price Upon request

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    FAQ

    For employees who frequently interact with customers over the phone—for example, in customer service, at the front desk, in the secretarial office, in sales, or in internal sales.

    Participants will learn how to handle complaints and grievances over the phone in a solution-oriented, confident, and professional manner. They will practice responding to different personality types, defusing emotional tensions, and creating a positive atmosphere during conversations.

    The training covers solution-focused communication, empathy on the phone, positive phrasing, the “Yes-Approach” for successful complaint handling, dealing with different personality types, SET communication, voice and tone of voice, de-escalation methods, and working through practical examples from your company.

    Before the seminar, we'll hold a briefing via an online meeting. During this briefing, we'll clarify your specific requirements and tailor the program to meet your needs.

    You can choose between live online or in-person on-site training. We conduct in-person training sessions at your location.

    The cost depends on the duration, format, number of participants, and venue. We would be happy to provide you with a customized quote that includes a transparent breakdown of all services.

    A seminar day typically lasts 6 to 8 hours. Online training sessions can be divided into shorter modules, such as two-hour sessions, upon request.

    For online training sessions, participants need a computer or laptop with a camera, microphone, speakers, or headset, as well as a stable internet connection. In-person training sessions require a suitable room, a flip chart, and enough seating for the group.

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