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Practical guide · Achim Jaeger

Potential:
Complaint.

The guide to customer retention through professional complaint management.

Award winning sales trainer Achim Jaeger shows the opportunity professional complaint management creates when a dissatisfied customer gets in touch, and how complaints become loyal regular customers and steady revenue.

By the multiple national and international award winning sales trainer Achim Jaeger.
176 pages 20 illustrations German · softcover
Book cover of Potential: Beschwerde by Achim Jaeger
19,80 € plus shipping
Product image, created with AI
A gift most companies send back unopened.
176
Pages
5
Chapters
20
Illustrations
Contents at a glance

Five chapters, one clear thread.

From mindset to measurable control, a proven route from understanding to implementation that turns every complaint into a deeper customer relationship.

01
Chapter 01

Victory starts in the mind

Change your attitude to complaints, the basis for everything that follows.

02
Chapter 02

Process & organisational development

Analysis, working with existing resources and the route out of problem trance.

03
Chapter 03

Staff & people development

An honest check-up for your team: workload, motivation and leadership strength.

04
Chapter 04

Organisation, systems, structures

Long-term solutions through sustainable workflows, a tested mindset and four clear process steps.

05
Chapter 05

Controlling & measurability

Make satisfaction measurable, avoid “empty talkers” and use the pain radar to keep progress visible.

Reader comments

What readers say.

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Reads really well.

Reader comment
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You can feel Achim’s passion for sales.

Reader comment
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A lesson in customer retention and complaint management.

Reader comment
Who we wrote it for

A book for everyone who shapes customer relationships.

Whether in a large group or a mid-sized firm, anyone who handles complaints professionally wins customers who stay. These four roles get the most from the book.

Managing directors & owners

Who want to turn complaints into a measurable growth lever, instead of treating them as an irritating disruption.

Sales & service leaders

Who want to give their team a clear, repeatable conversation guide, instead of relying on gut feel.

Customer service & customer care

Who stand on the front line every day and want more confidence in emotionally charged conversations.

Quality & complaint management

Who want to record, manage and turn complaints into real process improvement.

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“Put all your expertise in the balance. In precisely these moments, you have the chance to turn this customer … into a lasting, satisfied regular customer.”

Achim Jaeger
The author in the media
Achim Jaeger, widely featured in the business and trade press.
View all press articles
impulse ahgz KMU-Magazin Vertriebszeitung.de
Included in the book

Everything your service team needs.

176 pages of proven methods
Conversation guides for immediate use
Checklists for your service team
Real cases from B2B and B2C
Measurable KPIs for complaint management

Bulk orders 10 or more copies for your team? Contact us for special terms.

The practical guide
Cover of the book Potential: Beschwerde
Potential: Beschwerde
Achim Jaeger
Product image, created with AI
19,80 €
incl. 7 % VAT · plus shipping costs, shown at checkout before you complete your order
Pages176 pages · 20 figures
ISBN978-3-9825448-9-2
EditionPaperback
LanguageGerman
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FAQs

Good to know.

How does shipping work?
We ship after payment has been received. Shipping costs are shown at checkout before you complete your order.
How can I pay?
Convenient and secure online payment: pay directly by credit card or another common payment method. All payments are encrypted and processed securely.
Can I return the book?
As a consumer, you have a statutory right of withdrawal: you can withdraw from the contract within 14 days of receiving the goods, without giving a reason. You bear the direct cost of returning the goods. You will find all details and the model withdrawal form in the Withdrawal instructions.
Are there special terms for my team?
For bulk orders of 10 copies or more for your service or sales team, please ask us about special terms. Write to us at bestellung@vertriebsimpuls.de, and we will make you a suitable offer.
Who is the book for?
For managing directors, heads of sales and service, customer service, quality and Complaint Management teams, and anyone who wants to turn complaints into loyal customers and better processes.
Do you offer training on this topic?
Yes. Alongside the book, we offer practical training and consulting on Complaint Management and customer retention, tailored to your team. Complaint Management training.
Achim Jaeger, author of Potential: Beschwerde
About the author

Achim Jaeger

Achim Jaeger comes from traditional sales and first specialised in selling solutions for intensive care medicine. Today, he is one of the most decorated sales trainers: he has won both the national German training award and an international award. At 26, he was the youngest trainer in Europe.

“Potential: Beschwerde” brings this experience from hundreds of projects together in a guide to professional Complaint Management and genuine customer retention. It is based on the belief that complaints are the most underestimated lever in business. These are themes that Achim Jaeger, keynote speaker, also brings to the stage.

More about the team

Improve Complaint Management in your organisation?

Alongside the book, we offer practical training and consulting on Complaint Management and customer retention, tailored to your team.

View programme Book a free sales audit