Conference for freelance translators and interpreters 17-19 May, 2018 - Porto, Portugal
Britta graduated from the University of Vienna with a degree in translation. She worked for many years as a sales and customer relationship manager with various Language Service Providers as well as a software provider. After continuing her education in „non-violent communication“ following the precepts of Marshall Rosenberg, she provides training and coaching for compassionate communication, complaint management and conflict management. For the last two years, she has been head of product sales at a German internet service provider and is now also responsible for the sales of the new data center which will built in 2018.
How to convert customer complaints into benefits
When you sell products and services, sooner or later you will have to deal with customer complaints. In times of Google Translate and machine translation, it will not become any better.
Sometimes it can be quite challenging to handle those complaints, and you may even run the risk of losing your client. In this case we often forget to be on a par with the customer.
The more important the customer is the more we try to please him at all costs. We might even tend to offer an immediate solution. However, this is not necessarily what the customer needs (and what you want) in the first place.
You will learn how to put yourself in your customers’ shoes and therefore suggest what he really wants to hear.
Learn how to benefit from customer complaints and turn them into a long lasting relationship.