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The 7 biggest customer service differences between Dutch and German customers!

Written on: 24 August 2023
De 7 grootste verschillen tussen Nederlandse en Duitse klanten voor de klantenservice! The 7 Biggest Differences Between Dutch and German Customers for Customer Service!

De 7 grootste verschillen tussen Nederlandse en Duitse klantenservice en klanten in het algemeen?

We all know that Germans and Dutch people differ. This is especially important if you, as a Dutch entrepreneur, also operate in Germany. We provide German-language customer service for a number of Dutch companies. There are some major differences in this. We have listed the most important ones for you. Incidentally, we have a lot of experience with German customer service. Both for German companies and Dutch companies looking to expand into German-speaking areas!

1. Language skills

You will naturally speak to your German-speaking customers in German. Germans are sensitive to language skills though. You have to speak to your German customers with native German (C1 level) in customer service. They are very sensitive to that. That's a difference from the Dutch, who accept accents or even English-speaking support a bit easier.

2. More formal communication

In the Netherlands, we communicate informally pretty quickly, including in customer service. You and you are quickly chosen and jokes are occasionally made. German customers value more formal and professional communication. Herr and Frau followed by the surname is much more common as je or jij. An important difference to take into account.

3. Precision and accuracy

Dutch customers are a bit more forgiving when it comes to not exactly meeting agreed timelines. For example, if a certain deadline is agreed upon, a German customer attaches great importance to it. Customer service really needs to be geared to that.

4. Dealing with complaints

German customers expect to be taken seriously and if it comes to a complaint, they expect a lot. Detailed information, quick feedback and completeness.

5. High demands on quality

out customers have somewhat higher demands when it comes to quality. So this also applies to customer service. Customer service simply has to be in order. Being unclear and not having things completely in order is an eyesore for German customers.

6. Feedback and follow-up

German customers highly value post-purchase follow-up. They expect you to inform them about any updates, new products or offers. Dutch customers are also interested in follow-up, but may possibly be slightly less formal in their expectations.

7. Brightness

German customers like to know where they stand. In doing so, it is therefore important for customer service to ensure that clarity is provided. Clarity on things like return policy and opening hours etc. Germans like transparency.

Goede klantenservice voor jouw Duitse klanten?

SpangenbergGroep verzorgt voor allerlei verschillende bedrijven de Duitstalige klantenservice. Dat zijn bijvoorbeeld webshops die in Duitsland actief zijn of internationaal georiënteerde bedrijven. Wij helpen met multilingual, multichannel klantenservice ondersteuning. Zo kunnen onze klanten zorgeloos ondernemen in Duitstalige landen zonder dat ze zich zorgen hoeven maken om de klantenservice. Ook zorgeloos goede klantenservice voor jouw Duitstalige klanten? Neem contact op, dan kijken we samen hoe we dat vorm kunnen geven!

Who are we?

We are SpangenbergGroup! And we can help you make your customer service a good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We unburden you in the area we are good at (customer service) so you can concentrate worry-free on what you're good at. Sound good? Get in touch. 

With over 25 years of experience in optimising customer contact and customer experience SpangenbergGroup can help you. The optimise customer service or outsource? Use the form or see our contact page.

Also with other questions about customer contact and customer service you can always contact with us!

Just worry-free very good customer service?

Get in touch, we'd love to check it out with you!

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