Glossary entry (derived from question below)
Dutch term or phrase:
ombuigtechniek(en)
English translation:
deflection techniques
Added to glossary by
LAB2004
Apr 25, 2008 13:18
16 yrs ago
Dutch term
ombuigtechniek(en)
Dutch to English
Social Sciences
Social Science, Sociology, Ethics, etc.
Conversation models
In a training document on how to deal with telephone calls from/to customers with complaints. Earlier in the document, when dealing with a difficult customer, the trainee is asked 'Hoe zij de situatie kunnen ombuigen'. Then further on, one of things the employee is advised to do when the customer raises 'tegenwerpingen' is 'Gebruik ombuigtechnieken'.
Any suggestions? TIA.
Any suggestions? TIA.
Proposed translations
(English)
Proposed translations
6 hrs
Selected
deflection techniques
I don't know if that's what they mean here but there is a term "deflection technique" (see sample sentence).
Example sentence:
Deflection excuses go one step further in eliminating the individual's link to the negative event. Here the individual not only denies his or her involvement but places blame for the event elsewhere.
4 KudoZ points awarded for this answer.
Comment: "Many thanks - and apologies for very late grading."
25 mins
Max Nuijens
Netherlands
Netherlands
Native in Dutch
Netherlands
Energy & Environment, MSc
Native in: Dutch (Variant: Netherlands) 
Works in: English to Dutch
Related KudoZ points
:
7
reverse negative emotions
Techniques to reverse negative emotions
32 mins
Casey Dovale
Native in Dutch
&
English
Conscientious, prompt, and professional
Native in: English 
, Dutch
Works in: Dutch to English, English to Dutch, Papiamento to English
objection handling techniques
From my personal sales experience in the USA.
Peer comment(s):
| neutral |
Ellemiek Drucker
: volgens de site die je noemt gaat het om redenen die mensen geven om een product niet te kopen en de tekst heeft het over klanten die klachten uiten.
1 hr
|
|
Ellemiek, je hebt gelijk.
|
+1
2 hrs
Ellemiek Drucker
Native in Dutch
BSc (Hons) in psychology - Trados
Native in: Dutch (Variant: Netherlands)
Works in: English to Dutch, Dutch to English, Dutch, and 3 more.
stemming ombuigen
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
Ik ben er nog niet helemaal uit hoe je dit mooi kort kunt verwoorden, maar wellicht heb je hier vast iets aan.
Groetjes,
Ellemiek
Peer comment(s):
| agree |
Tina Vonhof (X)
: A possibility. It might still be called a 'deflection technique', i.e., deflecting the mood.
4 hrs
|
8 hrs
Kitty Brussaard
Netherlands
Netherlands
Native in Dutch
Netherlands
Business Language Solutions
Native in: Dutch (Variant: Netherlands)
Works in: English to Dutch, Dutch to English, Dutch
Related KudoZ points
:
16
(positive) complaint handling techniques
'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...
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...
Something went wrong...