Telephone training for trainees

Telephone communication: Telephone as a service interface

• Call types
• Complaints and grievances
• Customer orientation and relationship management

Responding skilfully

• Reporting correctly and connecting incoming calls correctly
• Responding correctly to communication difficulties
• Learning to deal with anonymous callers and queues

Personal business card and telephone rules

• Voice and choice of words
• It all depends on the wording
• The right questioning techniques lead to the goal

Organisation is everything

• Preparation
• Implementation
• Follow-up

Telephoning in practice

• Practical exercises for more confidence on the phone
• Learning to keep a cool head
• Using the spelling alphabet

With this course, participants are optimally prepared for telephone conversations in professional life. The trainee learns from scratch which manners and conversation techniques are of great importance in telephone customer contact.

• In our telephone seminar, the participants' telephone behaviour is trained so that they can overcome their insecurities and react in a customer-oriented and competent manner as soon as they receive a call.
• In addition, the understanding of the telephone as a service interface is taught.
• In addition, the trainees learn rules of conduct that are essential during a call. Of course, this does not only mean active listening, but also dealing with difficult situations.
• In our telephone training for trainees, the correct organisation of telephone conversations is trained. Participants learn why it is important to follow up the conversation and how best to do this.
• The knowledge gained is consolidated with role plays and practical exercises. The trainees benefit from direct feedback from the seminar participants.

The seminar teaches participants important basics of telephoning when dealing with relevant contacts. Exercises and role plays are focused on during the seminar time during group work so that these complement the theoretical telephone guide to bring the transfer of knowledge into practice.

The training is primarily aimed at trainees from all companies who come into contact with customers and business-relevant interlocutors by telephone. Of course, the seminar is also suitable for supervisors who would like to expand their own scope of knowledge in order to perhaps pass it on internally.

You would like to hold the telephone training for trainees in your company as an in-house seminar? That is of course possible. We will be happy to prepare an individual and non-binding offer for you that corresponds to your approach to content, your time frame and other wishes. Simply send us an enquiry to: kontakt@drgkitzmann-akademie.de

The telephone is an important service interface in the company. Here are 3 good reasons why apprentices should learn the rules of conduct for telephone conversations in a seminar:

1. One of the most important arguments is clearly to get rid of inhibitions.
2. During the conversation, signals are often transmitted subconsciously that may not go down well with the counterpart.
3. Of course, mistakes can also arise from banal conversation situations that can trigger problems in business processes.

Thanks to trainer input, a seminar can remedy this and train the participants to such an extent that a customer-oriented telephone conversation can be guaranteed.

There are a few important rules that should be followed freely according to current etiquette on the phone in order to master a conversation on the phone confidently but politely. Here are a few important basic rules on the phone:

1. Let the person you are talking to finish what he or she has to say, including active listening.
2. Think first, then talk.
3. Always remain objective and solution-oriented.

There are 3 influencing factors that trainees can train. In other words, it is the very personal business card:

1. Voice: A positive and friendly tone of voice is important.
2. Breathing: Conscious breathing promotes conscious speaking.
3. Volume: Too loud or too soft? Find the golden mean.