Der Kundenberater als Mediator: Effiziente Gesprächsführung by Kirsten Rusert PDF

By Kirsten Rusert

ISBN-10: 3658158557

ISBN-13: 9783658158552

In diesem Buch zeigt die Autorin, wie mediative Elemente in konfliktären Kundengesprächen Kunden- und Mitarbeiterzufriedenheit steigern können. Sie verhilft Mitarbeitern auf diese Weise zu einem souveränen Konfliktmanagement, wodurch die Effizienz der Kundenbetreuung und des Umgangs mit den gesundheitlichen Ressourcen erhöht wird. Wie in jedem Gebiet menschlicher Interaktionen gibt es auch im Bereich Kundenbetreuung Konflikte. Kontakte mit verärgerten Kunden gehören zum Tagesgeschäft und werden in Trainings mit Kundenberatern als anspruchsvoll geschildert. In diesen Situationen kann der kundenorientierte Einsatz mediativer Kommunikationstechniken entlasten und zu positiv empfundenen Gesprächsergebnissen beitragen.

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Der Kundenberater als Mediator: Effiziente Gesprächsführung durch die Einbeziehung mediativer Elemente (German Edition) by Kirsten Rusert


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