"The Customer Is King"—a nice principle, but not always easy to follow.  Some customers make life challenging for employees with behaviors like making excessive demands, being petty or impatient, or crossing boundaries.  This e⁠-⁠training course provides strategies for handling difficult customer interactions in ways that foster positive relationships and maintain a constructive business dynamic.  It focuses on developing a service-oriented mindset, explains techniques for de-escalation, and offers guidance on steering difficult conversations back on track. Participants will also learn how to set boundaries and respond effectively to boundary violations.

Schwierige Kund:innen: Herausfordernde Situationen souverän meistern

Tough Customers: Navigating Challenging Situations with Confidence 

The current global situation is worrying: In the face of the omnipresent climate crisis, financial crises, social and political unrest, technology and information overload, we need to find our bearings and take action. How can this be achieved? This training provides strategies for successfully dealing with ambiguity and uncertainty. It highlights the aspects of mental agility, self-awareness, emotional awareness and situational awareness. Mental agility makes it possible to accept uncertainty and react flexibly to new situations. Self-knowledge opens up the space to reflect on one's own values and convictions in order to better understand one's own reactions. Control over strong emotions prevents impulsive actions. This allows situations to be realistically analyzed and appropriate decisions to be made.

Handlungsfähig bleiben:  Unsicherheit und Ambivalenz souverän meistern

Staying in Control : Managing Uncertainty and Ambivalence with Confidence 

We all have many goals and intentions. The question is, how can we move into action—and, more importantly, how do we stay committed until our goals are achieved?  This e⁠-⁠training aims to provide assistance with action control and motivation. Based on various psychological models, it explains how to set realistic, motivating goals, what to consider when planning action steps, how to maintain discipline during execution, and how to constructively analyze the results to achieve future goals even more effectively.

Ideen verwirklichen: Wie Sie Absichten in Taten umsetzen

Bringing Ideas to Life: Turning Intentions into Action

When a customer conversation gets emotional, it’s important to hit pause and de-escalate.  This microlearning offers practical strategies to help!

Im Kundengespräch kochen öfter mal die Emotionen hoch

customer-conversations-can-sometimes-get-emotional

selling

Selling

Customer Conversations Can Sometimes Get Emotional

To be able to offer complete solutions, you need to know everything when assessing a customer's needs. Here you will discover effective ways to obtain the desired information from your customer. 

Bedarfsermittlung: meine Kund:innen geben nicht alle Informationen preis

needs-assessment-my-customers-do-not-disclose-all-their-information

Needs Assessment: My Customers Do Not Disclose All Their Information

In this micro, it's all about coming across as personable and authentic to customers. Personability is based on appreciation and is a major competitive advantage in consulting and sales.

Hilfe! Meine Kund:innen finden mich nicht sympathisch genug!

help-i-dont-comeoff-as-personable

Help! I Don't Come-Off as Personable

Comprehensive solutions are a win-win situation for you and your customers. This micro gives you useful tips on how to advise your customers in a solution-oriented manner.

Ich berate meine Kund:innen noch nicht ganzheitlich genug

im-not-advising-my-customers-solutionoriented-enough-yet

I’m Not Advising My Customers Solution-Oriented Enough Yet

Sales professionals and aspiring sales employees can find suitable strategies for different sales requirements in the Sales & Services clusters. The contained learning paths train diverse competencies with which you can proactively and sustainably support your customers.

Acquiring and Retaining Customers

Sales & Service

Agility is one of the most important skills in the modern working world. The Agile Essentials topic cluster helps you to act agilely according to different requirements and consolidates valuable methods to develop a future-oriented mindset and apply it situationally.

Shaping the Future

Agile Essentials

The intricacies of communication are a daily challenge. The Communication & Collaboration topic cluster helps you to strengthen your personal communication skills. The learning paths deepen methods to promote team communication and to address different types of conflicts with solution-oriented strategies.

Moving forward as a team

Communication & Collaboration

From classic to digital skills, this topic cluster covers relevant competencies for a convincing appearance in the workplace. The learning paths awaken your talents to lead presentations and meetings, manage projects across on- or offline channels, and refine a deep understanding of complex digital issues.

Managing everyday work confidently and convincingly

Business Essentials

Leaders will find basic solution strategies for characteristic challenges in leadership positions in the Leadership Essentials topic cluster. The learning paths decode complex leadership topics with practical recommendations for action and support you in shaping your responsible role.

Leading and Developing Employees

Leadership Essentials

New Work, hybrid work, diversity and inclusion. The modern world of work continues to evolve rapidly through a variety of topics. The demands placed on managers are changing at the same pace. The learning paths from the New Leadership topic cluster show how to convince with attitude, help on the way to a future-oriented leadership mindset, and motivate towards a forward-thinking leadership position.

Expanding leadership competencies for the new world of work

New Leadership

Everyday training for your own soft skills. The learning paths in the Grow & Flow topic cluster support you in using needs-oriented work methods to structure your daily routine efficiently. The e-trainings promote self-competencies and encourage optimizing the personal performance curve and reduce stress levels.

Developing self-competencies for the new world of work

Grow & Flow

Comprehensive soft skills training for in-depth personal development. Macrolearning is a classic elearning course with a completion time of approximately 50 minutes. As a particularly intensive form of digital development, macrolearning promotes soft skills and sharpens personal profiles. For a holistic learning journey, PINKTUM Macrolearnings can also be combined with suitable compact Microlearnings. 

It’s a skill booster for complex tasks. Challenge Microlearnings focus on solving everyday challenges by advancing knowledge and teaching relevant emotional soft skills. They are to the point and deficitoriented.

Know-how Microlearnings provide expertise on a specific topic in minutes. Focusing on your knowhow therefore provides solutions to your everyday issues. It’s a very efficient way to refresh one’s knowledge.

Ideal soft skill training for the hectic workday, even without in-depth prior knowledge. Microlearning is a compact e-learning course that takes only a few minutes to complete. The short learning unit is ideal for quickly refreshing knowledge (Know-how) or solving professional challenges (Challenge). A microlearning can be combined with appropriate macrolearnings or used as a stand-alone learning product.

Customer Conversations Can Sometimes Get Emotional

Matching Macrolearnings

Tough Customers: Navigating Challenging Situations with Confidence

Strategic Sales—Strategic Customer Development

Strategic Sales—Building Relationships

What is a microlearning?

Classification

Course details

Target group

Learning objectives

Competencies

Authoring tool

These microlearnings may also interest you

New e-trainings at PINKTUM