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Der Kundenberater als Mediator
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In diesem Buch zeigt die Autorin, wie mediative Elemente in konfliktren Kundengesprchen Kunden- und Mitarbeiterzufriedenheit steigern knnen. Sie verhilft Mitarbeitern auf diese Weise zu einem souvernen Konfliktmanagement, wodurch die Effizienz der Kundenbetreuung und des Umgangs mit den gesundheitlichen Ressourcen erhht wird. Wie in jedem Gebiet menschlicher Interaktionen gibt es auch im Bereich Kundenbetreuung Konflikte. Kontakte mit verrgerten Kunden gehren zum Tagesgeschft und werden in Trainings mit Kundenberatern als anspruchsvoll geschildert. In diesen Situationen kann der kundenorientierte Einsatz mediativer Kommunikationstechniken entlasten und zu positiv empfundenen Gesprchsergebnissen beitragen.
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