Training Course: Respectfully responding to complaints and claims by letter and email in German
Complaint management: responding to complaints in German in a respectful, clear and unambiguous manner, formulating rejections in a customer-orientated way
Every complaint is an opportunity for positive customer loyalty. Appreciative and customised responses to both simple and complex complaints are of central importance in the business process. Participants in the seminar will learn how to handle complaints without fear and how to write appreciative, clearly structured responses. This allows you to achieve a professional image and save time and money at the same time
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Objectives of the seminar: The participants rethink their strategies for responding to letters and emails and learn how to handle even complex complaints in a customer-orientated manner, thereby effectively strengthening customer loyalty.
Seminar variants for industries:
- German business email writing course for property management and property management
- German letters and emails in commercial law firms
Preparation
- Participants fill out a password-protected expectations questionnaire online before the training. I use the results to summarise the exact seminar content and the course of the training.
- The participants provide emails and letters from their own practice as well as the answers to these for preliminary analysis and formulate their questions and wishes regarding the training.
Seminar content
- The basic principles for contemporary letter and email style in German
- What no longer exists today: replace outdated (e.g. ‘zur Verfügung stehen’), incorrect (e.g. ‘Beiliegend erhalten Sie’), superfluous (‘bezugnehmend, entsprechen’) or unfavourable formulations with flawless and contemporary ones
- Phrase clearly, purposefully and precisely: write correct and clearly structured letters and emails in German
- Primary benefit and secondary benefit in the customer letter: What does the customer expect? What services and what special appreciation does the customer expect in the reply?
- Recognising customer types and responding to them optimally
- Sensible structuring and optimal argumentation
- Higher chances of a response: simple means for more and better feedback, especially to emails
- Answer complaints individually: Phrase responses to criticism, rejections and refusals in an appreciative manner – and win the customer back
- Creating sample letters and sample formulations for common areas of application
- Writing formally correct: Know and apply specifications and standards in German letters and emails: DIN 5008, spelling, comma placement, use of formatting, structure
- Optimising letters, emails and templates of the participants
- Optional: Structuring, copywriting, formulating and planning with the support of artificial intelligence (AI) such as ChatGPT, Copilot, Gemini, Claude, Perplexity, Tips and tricks for meaningful use - create prompts in a targeted and accurate manner, recognise and correct incorrect formulations or incorrect results from AI
Seminar methods
- Trainer input, questioning development
- Discussion of examples, text analysis, correction exercises
- Active work with learning materials such as quick reference cards and checklists
- Formulation exercises, development of formulation aids and sample letters
- Small group work with debriefing in the plenary session
Seminar documents, manual, reference cards and service for your time management seminar
- Detailed seminar manual or seminar documents with exercises. Seminar documents with exercises,
- Short reference card in DIN A5 format for a quick overview,
- Additional material and PDF photo protocol by email,
- Support after the time management training: Simply by email or via the knowledge blog - participants can also ask questions and request tips after the seminar.
Your communications skills trainer:
Uwe Freund: Communication trainer, coach, text optimiser. Uwe Freund has been supporting companies since 1989 as a communication trainer, speaker, coach and consultant for business writing skills and complaint management by letter, email, chat and social media as well as time management, telephone dialogue and presentation.
He advises companies in German-speaking countries on the redesign of written and verbal communication as well as the concrete implementation through text optimisation of templates, building blocks and templates. His industry expertise focuses on financial services, insurance, law firms and law firms, automotive, IT and software, clothing/fashion. Uwe Freund lives in Munich.
- Studies: Politics, German Studies and Psychology in Frankfurt am Main and Munich - Degree: M. A. (Magister/Master)
- Qualifications: Certified coach based on transactional analysis; further training: Gestalt, NLP, TCI, conflict management, group dynamics, physiology and sports training methodology, energetic psychology (MPC), INSIGHTS MDI (accredited counsellor), Lumina Spark (accredited counsellor)
- Seminar languages: German, English
- Seminar topics: Written communication and business writing such as letters and emails, live chat, professional formulation and copywriting, telephone dialogue, customer service and complaint management, time management and productivity, pyramid style presentations, presentation, facilitation
- Memberships: BJV Bayerischer Journalistenverband / German Journalists' Association, DIN Deutsches Institut für Normung e. V. / German Standardisation Organisation (member of the working committee "Text and information processing for office applications")
Your communications skills trainer:
Cameron Paul studied German, French and Japanese in New Zealand. During his master's degree, he specialised in translation into his native language, English.
After his certification, he worked as a trainer in New Zealand, Japan, France and England and now lives and works as a communication trainer in the Munich area.
For more than 25 years he has been supporting companies, individuals and groups as a trainer, coach and mediator on topics such as professional communication, conflict management, group dynamics and decision-making processes.
Particular areas of expertise include the automotive industry (technology and management development), the chemical industry (diagnostics, biochemistry and silicone technology), lighting and electronics, software development for safety systems, psychology and psychotherapy, group leadership.
- Qualifications: Master (M. A.) in French Literature and Translation; Bachelor (B. A.) in German, French and Japanese; Numerous advanced training courses in the areas of training, group dynamics and personal development
- Activities: Communication trainer, coach and mediator, Psychological counsellor, Training in written communication skills in English
- Seminar languages: English, German, French