Service | Customer orientation

    Service orientation

    "Kannst Du Service?" | Training Kundenorientierung

    • Modern, contemporary understanding of service
    • The personal service and service culture
    • Service-oriented communication and equal basis
    • Active listening – “read between the lines”
    • Communicate according to the personality type and “pick up” the interlocutor
    • Argumentation techniques, positive and binding formulation
    • De-escalation and conflict prevention


    • Systematic complaint management as an entrepreneurial tool
    • Special features of the complaint situation – see a complaint as an opportunity
    • Dos and Don’t s – Support a positive climate of conversation & avoid “fat cups”
    • Empathy and active listening
    • Type-appropriate communication: helpful argumentation and questioning techniques
    • Objective clarification and handling of personal attacks

    Kundenorientierung für Führungskräfte

    • Modern, contemporary customer and service understanding (“Ritz-Carlton model“)
    • Expectations of customers and interlocutors (change of perspective) – what exactly do my customers expect?
    • What do I have to do as a manager to secure and promote the idea of customer orientation within my own area?
    • What are your own influences and adjusting screws to meet customer expectations?
    • How does customer orientation change my leadership role? Which aspects do I have to pay particular attention to?
    • What do I/we expect and need from management in order to be able to implement more customer orientation?
    • Consideration of existing customer satisfaction surveys (optional before-and-after comparison)
    • Optional: Perform hidden test purchases (Silent Shopper)

    "Kannst Du schreiben?" | professionelle Briefe + E-Mails

    • How do I act professionally by letter and e-mail? “What does writing change?”
    • In the arc of tension between modernity and professionalism – real-life formulations versus correct grammar and orthography
    • Rules of written communication in a professional business environment – Dos and Don’ts. “What to avoid?” What can probably steps you in blunder?
    • Best Practice” and ” Worst Case“: practical examples for customer-oriented and less customer-oriented formulation
    • Color model typology (DISG/Colors) – classify the interlocutors and type-appropriate written communication.
    • Avoid typical phrases (“get along with you”, “stay with kind greetings”, etc.), modern alternatives
    • How do I design the topic, entry and end of written communication?
    • Visual and committed phrasing – “how do I express commitment?”
    • Benefit- and solution-oriented communication
    • How much humor is appropriate in business correspondence?
    • Special features of emails, chats and short messages (WhatsApp, Telegram) – the e-mail“rules”.
    • Optional: Optimize and reformulate the most important letter and email templates, or text modules