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Kundengespräche souverän meistern

byWolfgang H. C. Junge, Martina Junge

Who is this book for? Professionals in customer service or management.

Unternehmen können es sich schon längst nicht mehr leisten, unzufriedene Kunden zu verlieren. Denn ein Kunde, der sich beschwert, ist wertvoll: Er bietet dem Unternehmen die Möglichkeit, Fehler zu korrigieren, auf eigene Schwächen aufmerksam zu werden und daraus zu lernen. Doch wie agiert man an der 'Front'? Wie behandelt man aufgebrachte Kunden, wie stellt man sie zufrieden? 'Kundengespräche souverän meistern' skizziert die wichtigsten Probleme, die in (Gesprächs-) Situationen mit Geschäftspartnern auftauchen können, zeigt Lösungsmöglichkeiten und liefert praktische Beispiele für Konfliktgespräche in Kundenservice, bei Besprechungen, im Schriftverkehr und am Telefon. Die zweite Auflage enthält zudem wichtige Hilfestellungen, um emotionalen Stress und zwischenmenschliche Probleme leichter zu überwinden und die Frustrationstoleranz zu erhöhen.

Language

Published on

15/07/2003

Pages

166

Format

Paperback

ISBN

9783409295802

Price Comparison

59.99 €

59.99 €

59.99 €

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