Handling complaints with confidence (Audio)
Complaints cannot always be avoided in service - but they can be handled with confidence.
0h 45min - 1 Lesson - Deep Dive
Course Catalog
Kurse können einzeln erworben werden oder Sie erhalten Zugriff im Rahmen unseres Premium Access. Für nur 300€ pro Mitarbeiter und Jahr haben Sie im Premium Access Zugriff auf alle Kurse der Academy (ab 5 Mitarbeitern). Kontaktieren Sie uns für weitere Infos zum Premium Access unter academy@service-lobby.com. Unser Kursangebot richtet sich ausschließlich an gewerbliche Käufer
Suchbegriff
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Understanding the customer perspective - Thinking like the customer (Audio)
Solving technical problems is not enough: Understand how customers think, feel and decide - and actively manage service experiences.
0h 54min - 1 Lesson - Deep Dive -
When service timelines slip: Identifying time losses (Audio)
Why planned times in service often don't fit - and how technicians recognize where time is lost in everyday life.
0h 36min - 1 Lesson - Deep Dive -
Developing a service mindset: From „fixer“ to problem solver (Audio)
Why excellent repairs are often not enough - and how technicians create real customer benefit through attitude, perspective and responsibility.
0h 54min - 1 Lesson - Deep Dive -
Transparency in the solution process (audio)
How to actively involve customers in the service process, reduce uncertainty and create trust and calm through clear communication.
0h 57min - 1 Lesson - Deep Dive -
Recognizing opportunities – Uncovering needs in customer meetings (Audio)
Recognize hidden customer needs in conversation - without sales pressure, but with real added value for the customer and service.
1h 03min - 1 Lesson - Deep Dive -
De-escalating customer conversations (audio)
How do I master difficult customer conversations independently and effectively to avoid escalations in customer service?
1h 21min - 1 Lesson - Deep Dive -
The first impression (audio)
There is no second chance to make a first impression! We will show you how to make a professional first impression.
1h 07min - 1 Lesson - Deep Dive -
Delivering bad news (audio)
In this course, we will show you how to convey bad news in such a way that your customer still feels well looked after and you avoid escalation
1h 20min - 1 Lesson - Deep Dive -
Effective deployment planning in service
We will show you methods and levers to raise the efficiency and quality of your resource planning to the next level.
2h 04min - 14 Lessons - Deep Dive -
Servitization Journey
What exactly does the term servitization mean? How does a company need to position itself in order to be successful with the service transformation? And how do you go about it? - We explain.
1h 36min - 8 Lessons - Deep Dive -
KPIs in service
Efficient management is not possible without the right KPIs. After this course, you will know which KPIs you should focus on and how to set them up.
1h 37min - 9 Lessons - Deep Dive