ombuigtechniek(en)
English translation: deflection techniques
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| 13:18 Apr 25, 2008 |
| Dutch to English translations [PRO] Social Sciences - Social Science, Sociology, Ethics, etc. / Conversation models | |||||||
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|  Selected response from: Tina Vonhof (X) Canada Local time: 02:41 | ||||||
Grading comment
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| Summary of answers provided | ||||
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| 5 | objection handling techniques |
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| 3 +1 | stemming ombuigen |
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| 4 | (positive) complaint handling techniques |
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| 3 | reverse negative emotions |
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| 3 | deflection techniques |
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Answers
25 mins confidence: 
reverse negative emotions Explanation: Techniques to reverse negative emotions |
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32 mins confidence:
objection handling techniques Explanation: From my personal sales experience in the USA. Reference: http://changingminds.org/disciplines/sales/objection/objecti... |
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2 hrs confidence: peer agreement (net): +1
peer agreement (net): +1stemming ombuigen Explanation: Volgens mij gaat het hier om 'het verbeteren van de stemming', dwz zorgen dat de klant zich begrepen en gehoord voelt, breng de klant tot bedaren, 'rapport maken' met de klant. Oftewel: van een boze klant met een klacht, naar een klant die onder de indruk is van de klantenservice. Je kunt zelfs denken aan 'anger management'. Dat is wat te sterk hier, maar dat is volgens mij wel de richting waarin je het moet zoeken. Ik ben er nog niet helemaal uit hoe je dit mooi kort kunt verwoorden, maar wellicht heb je hier vast iets aan. Groetjes, Ellemiek |
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6 hrs confidence:
deflection techniques Explanation: I don't know if that's what they mean here but there is a term "deflection technique" (see sample sentence). Example sentence(s):
Reference: http://www.acrwebsite.org/volumes/display.asp?id=8364 |
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Grading comment
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8 hrs confidence:
(positive) complaint handling techniques Explanation: 'Complaint handling techniques' is clearly a broader notion but will IMO generally include techniques for transforming a customer complaint into an 'opportunity', as the following link shows. Effective Complaint Handling Techniques. Complaint-handling is mostly a matter of attitude. If you accept it as an opportunity to help and a chance to ... www.allbusiness.com/marketing-advertising/public-relations/... To be really on the safe side, expand the term to 'positive complaint handling techniques'! See the link below. You will learn positive complaint handling and have a better relationship with your customers. On the programme we present methods that can turn a negative customer situation into a positive one. You will learn how to introduce an effective complaint culture and how to make this penetrate the entire organisation from managers to front-line staff. The seminar provides ideas and inspiration along with concrete suggestions for formulating an effective complaints policy as part of a customer service policy or an overall quality policy. And we give you ideas for developing your personal "complaints policy". After this, every complaint will be considered a gift. www.tmiworld.com/.../docs/int/Services/LearningProgrammes/A... |
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