Customer Communication and Service
Core concepts
Professional customer interaction requires active listening, Ich-Botschaften, and structured complaint handling. Know the Beschwerdemanagement cycle: capture, classify, resolve, follow up. Understand Service-Level expectations and the difference between Reaktion and Lösung. Familiarise yourself with Angebot structure (scope, price, validity, payment terms) and the importance of written confirmation of verbal agreements. Know Datenschutz (DSGVO) basics: only collect data needed for the job.
Traps
Exams test whether an employee may promise a warranty extension - usually not without authority. Another trap: confusing empathy with agreement; acknowledging a customer's frustration is not admitting fault. Also watch for data-protection breaches when sharing customer data with subcontractors.
Worked example
A customer complains about noise from a new heat pump. Rule of thumb: first acknowledge the concern, then gather facts (time, conditions, measurements), then propose a documented next step. Do not promise a fix you cannot authorise. Answer format: empathy → facts → action → follow-up.
Rule of thumb
Respond to complaints within 24 hours, even if only to confirm receipt and next steps.