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Vorsprung durch Kommunikation

“Und was soll ich Ihrer Ansicht nach jetzt tun?” fragte mich der Service-Leiter der hiesigen Audi-Vertretung als ich ihn heute anrief. Egal was dazu geführt hat – diese Frage darf ein Mitarbeiter in dieser Stellung nicht stellen.

‘Gelernt ist gelernt’ hat er sich wohl gedacht und diese Formulierung aus der Verkäuferschulung wenig gewandt ins Gespräch gebracht.

Als ich ihm wenig später – der Eskalation der Situation folgend – mitteilte, dass ich nicht mehr mit ihm sprechen werde entgegnete er ebenso gelernt wie deplaziert ‘aber das tun sie doch gerade’. Was dazu führte, dass ich das Gespräch beendete – auch, weil ich mich dieser Art antrainierter Kommunikation nicht gewachsen fühlte.

Vielleicht sollte Audi – gerne aber auch andere Unternehmen – mal über die Inhalte der Schulung leitender Mitarbeiter nachdenken: Es gilt nicht die Kunden mit Floskeln mundtot zu reden, sondern sich ernsthaft mit deren Belangen auseinander zu setzen.

Aber es heißt ja auch “Vorsprung durch Technik” und nicht “Vorsprung durch Kommunikation”…

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