Business Seminar for Complaint Management

The ClusterStar complaint management seminars are divided into 4 + 1 modules:

Module 0: Preparation

In order to fulfil your individual requirements, the most common complaint reasons will be elaborated before the seminar in interviews with the respective departments. Finally the seminar can be designed for the individual needs of the participants.

Module 1: Basic Principles

The seminar starts with the fundamental ideas of complaint management. In this context the issue will be embedded into a global context considering the individual characteristics of your company.

Module 2: Complaint as a Chance

After the basic principles and a deep analysis of the existing complaints, the participants will be taught that each complaint contains a chance.

Module 3: Complaints in Practice

This module is supposed to enable the participators to appropriately deal with complaints. Thereby the different complaint types will be classified (e.g. aggressive, calculating, difficult claimant) so that individual strategies can be developed for particular situations.

Module 4: Case Study

Finally, the participators will be confronted with various problems in concrete complaint situations. In this context, they will independently implement the strategies and methods learned in practice and simultaneously learn how to deal with stress situations.