Der Kundenberater als Mediator

In this book, the author demonstrates how meditative elements in conflictual customer conversations can enhance customer and employee satisfaction. This approach helps employees achieve confident conflict management, thereby increasing the efficiency of customer service and the handling of health resources. As in every area of human interaction, conflicts also arise in customer service. Interactions with upset customers are part of daily business and are described as challenging in training sessions for customer advisors. In these situations, a customer-oriented application of meditative communication techniques can alleviate stress and contribute to positively perceived conversation outcomes.