3.1 Service Excellence
Excellent service develops where empathy, professionalism, and a deep understanding of the customer experience or customer journey come together. Our collaboration with Janine Fink – trainer and mentor at finkdifferent – combines operational competence with many years of customer service expertise. Janine Fink and the training team have extensive experience with backgrounds in the hotel, restaurant, airline, and retail sectors – industries in which service is not just a task but a decisive success factor. In our training courses, we convey practical ways to inspire customer enthusiasm: through empathetic leadership, consistent customer service management, and confident complaint management. The focus is always on the entire customer experience – from the first contact to long after a purchase or visit. Workshops and consulting in this area are available in German, English, and French, and the offering includes, among other things:
Customer Service Management
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Complaint Management
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Leading with Empathy
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Service Excellence
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• Mystery Testing / Ghost Shopper Feedback
Our Goal
It is crucial to consciously shape the customer experience, communicate with empathy, and foster genuine enthusiasm among customers. Targeted wow moments and proactive complaint management increase customer loyalty and create positive experiences throughout the entire customer journey. Participants develop the ability to create experiences that connect, build trust, and have a lasting impact. They strengthen their professional presence, improve service processes, and learn to manage complaints confidently and in a solution-oriented way.
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