Customer Service
Be a Chance Thinker!


  • Customer-oriented and promotional behaviour
  • Thinking in solutions instead of problems
  • Equal conversation partner and "on the spot" sensor

Target group

Co-workers who should achieve long-term customer relationships and ensure follow-up deals by means of their service activities inside or outside the office.


  • Importance of attitude
  • Stimuli for objective- and success-oriented action
  • Presenting with confidence
  • Negotiation - the ability of convincing others
  • Customer-oriented behavior / attitude towards the customer
  • Situational influence to create a positive company image
  • Dealing with objections and complaints
  • Customer service on the telephone
  • Building up and fostering a personal relationship with the customer
  • Customer service as part of active sales support


  • Practice-oriented intensive training
  • Exercises, role plays, to cover the above-mentioned content
  • Analysis and coaching on current practical situations
  • Transfer from theory into practice by setting objectives and participants' practice reports
  • Personal action plan and implementation
  • Development of best practice procedures


The gustavkäser Learning Journey



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