- Basics of communication - With a focus on IT service, call centres, hotlines, support
- Crucial factors for a positive atmosphere: Rhetoric, empathy
- Understanding the customer, active listening
- Holding appraisals: Stages of a successful service conversation: Preparation / opening: First impressions, holding conversations - gaining and securing information; Guiding non-expert users through the conversation; Solution phase - Asking questions to ensure correct application; Concluding the conversation / saying goodbye
- Dealing with difficult conversation partners: Customer service errors, dealing with stress, unpleasant situations and conflicts, objections, tackling complaints, de-escalation strategies, communication to minimise conflict
- Documentation / Feedback: Warp-up / documentation - Closing tickets correctly, feedback / self-control