is a complaint?
What is the relation between quality and a complaint?
What is the cost of a complaint?
What are the basic skills in complaint management?
How to be assertive?
differences between assertiveness and aggression
usage of the NDESC-model
10 steps in complaint handling
How to handle
How can I positively influence the communication climate?
Advantages of positive mindset, empathy, mirroring, kiss,
visualising words, permissive environment
Set up of complaint management process and procedures
Auditing of complaint management:
When is a customer satisfied about my complaint management?
provided by attendees