1

The complaint

• Definitions and degrees: incident, claim, escalation, etc.
• The legitimacy of the customer to complain: Rights and duties of the parties.
• Who is the complaining customer? Why are they issuing a complaint?
• Examining the problem from an objective standpoint, from the standpoint of the customer's personality.
• List of concrete situations in companies. How have they been treated up to now?
• A specific case of escalation and overreaching.
• Types of criticism.

2

How do you turn a dissatisfied customer into a satisfied one?

• The company’s strengths and weaknesses.
• The promises made.
• The reality perceived from the inside.
• Predictable problems with customers.

3

The profile of the "complainer”

• What is a satisfied customer?
• What are their characteristics? How do they form a decision about the service rendered?
• The customer's environment, their own knowledge and abilities, their value system.
• The concept of quality. The effect of time.
• The difference between product and service.
• The different components of dissatisfaction.
• Different types of personalities.
• How to detect them, how to approach them, how to communicate with them; how to go about it?

4

The handling of the complaint itself

• Dialog: questioning and active listening.
• The objection: different types and techniques of response.
• Empathy: An attitude, but also an approach and a method in four steps.
• Argumentation and persuasion: differences between logos, ethos, pathos.
• Negotiation, knowing how to say no.
• Managing aggression and delicate situations: DESC.
• Using incidents and complaints to improve and enhance the company.