Building result-oriented customer relations


Your Situation

You possess excellent technical knowledge and are the expert as far as your customers are concerned.
Therefore you want to make a customer-oriented appearance while simultaneously representing your company. So you are looking for practice-oriented possibilities for building customer relationships even more successfully.

Your Benefit

After completing this training you will be able to

  • Purposely plan and develop target-oriented communication with your customers
  • Utilize customer satisfaction as a tool for long-term and sustainable partnerships
  • Develop a trustful empathy level with your customers
  • Respond to your customers´ needs as the situation demands
  • Take note of the needs and wishes of your customers and serve them correspondingly
  • Convince others with your professional and custom-oriented behavior
  • Master difficult and challenging situations with your customers successfully


  • Customer satisfaction – the difference between customer expectations and satisfying needs
  • Relationship management as a corporate strategy
  • The "Moment of truth" – actively handle decisive customer interactions
  • "Business etiquette" - what are our customers expecting from us nowadays?
  • Expressed and unspoken customer wishes – voice of the customer
  • Your customers as a sales team – score points through referrals
  • Complaints and reclamation management
  • Setting limits without creating bad feeling – " Saying no"
  • How do I get my message across? – Transmitting bad news with confidence


  • technical input
  • group work
  • role play
  • video feedback
  • speed coaching



Profile as PDF-download


Moderation, Personality Development, Sales & Key Account Management, Management Techniques


English, German


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