Workshop:  Managing Complaints and Claims in Digital and Technology-driven Companies

Solving critical situations - inspiring and retaining customers

Digital and high-tech companies have to deal with special requirements when it comes to complaints and claims. Whether B2B or B2C, customer complaints are among the more unpleasant incidents that employees have to deal with. Yet these emotionally often highly challenging situations are precisely the ones in which two things are easier to achieve than usual: customer loyalty and developing outstanding innovations. In this workshop, teams develop a complaint management concept suitable for the digital or high-tech company and perfect their own behaviour patterns.

Content

The participants jointly develop or perfect the guidelines for corporate complaint management and train the corresponding behaviour patterns in practice.

Topics:

• Basics of complaint management
• Special requirements in digital and technology-driven companies
• Psychology of the complaint situation
• The correct way to deal with complainants
• The complaint response
• Inspiring customers in complaint situations
• The internal complaint process
• Using digital channels correctly
• Learning from complaints and developing innovations

Objectives

A guideline for complaint management that is suitable for the company is created. Participants know and understand the background and are able to communicate with customers accordingly.

Target group

A guideline for complaint management that is suitable for the company is created. Participants know and understand the background and are able to communicate with customers accordingly.

Methods and duration

Applied methods are:

• Pulse lectures
• Case studies
• Process simulation
• Work in small groups with examples
• Behavioural and communication training
• Video feedback
• Reflection and discussion

Duration: 2 days

Workshop facilitator

The workshop will be staffed in consultation with the client with the facilitator(s) and coaches most suitable for the company's individual focus.

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