We know that times are tough. For some, it may even threaten their very existence. This is bad and we will be careful not to play down this situation or make it less dramatic. Nevertheless, the world keeps turning. We know from both our private and professional lives how...

We are constantly being asked which training measures are good or bad and how to set up further training in a future-oriented way. The answer to this question is as well-known as it is unhelpful: it depends! Context matters! As in B2C communication, the basic idea of “context matters”...

This learning unit presents ideas on where and how you can encourage complaints in your company. A high number of complaints will help you to improve, so it is important to generate customer feedback at critical points and in certain situations.

This learning unit lays the foundation for the topic of "Dealing with complaints". The definition of what complaints are and, just as importantly, what complaints are not. Furthermore, the importance of viewing a complaint as free "quality advice" and actually being able to be happy about it is conveyed.