Telephone training by the Dr. G. Kitzmann Academy

Telephone training

Customer-oriented and convincing telephone calls
  • 4 dates
  • 4 cities
available dates
Seminar fee
1.090,00 EUR
(plus VAT)
Available as a webinar!

Description: Telephone training

Not everyone is born with the skills to communicate confidently on the phone. However, it is a well-known fact that first impressions count, of course also during the first contact on the phone. Especially in the case of acquisition or complaints, it is often not easy to find the right words spontaneously. After all, friendliness is only half the battle - if that. Professionalism, expertise, empathy and a large portion of composure play an equally important role. Our telephone seminar aims to develop your rhetoric so that you can manoeuvre through even the most difficult conversations in a quick-witted but sensitive manner.

Contents: Telephone training

Basics of communication

  • Getting to know and understanding different types of conversation
  • The importance of one's own voice and choice of words
  • Organising telephone work for effective work

Competent appearance on the telephone

  • Connecting conversations correctly and dealing with communication difficulties
  • Being able to argue prices correctly and becoming confident in negotiations
  • Arousing sympathy and interest in your conversation partner

Consolidating linguistic expression and learning conversation techniques

  • Apply speaking techniques and refine linguistic expression
  • Practising and applying suggestion techniques to lead a conversation in a target-oriented way
  • Learning and using the right formulations

Golden rules for a successful telephone call

  • Turning complaints into satisfactory solutions
  • Taking the wind out of the sails of objections and rejections
  • Assessing the mood of your counterpart and using it to your own advantage

Reflecting on and following up the telephone training

  • Analysis of practical case studies of the participants
  • Training telephone calls and role plays
  • Recording of a test telephone call and subsequent discussion

Your benefit: Telephone training

You deal with customers and suppliers on a daily basis or even work in the areas of helpdesk or account management? Especially here, successful telephone conversations - from the start of the conversation to the farewell - are the success factor par excellence and can be perfected through our targeted telephone training.

Regardless of whether you work in direct sales for a telephone switchboard or simply want to conduct successful customer conversations - our telephone seminar not only strengthens your self-confidence, but at the same time takes away your fear of uncertain conversation situations on the telephone.

  • Our telephone training includes both theoretical basics and an extensive practical part with numerous exercises. Your newly acquired skills can be applied, improved and perfected right away.
  • You are not sure how to conduct complaint management in the most customer-oriented way? Our comprehensive coaching as part of the training will give you the skills to use the telephone as a means of communication to your advantage - confidently and with good negotiating skills.
  • In our telephone training, you will gain insight into checklists for various topics and telephone calls. These will help you to conduct customer communication according to a predefined, service-oriented scheme. This reduces the risk of losing the thread during the conversation.
  • Everything you need for effective telephone work: In our seminar you will learn the correct organisation of calls, from preparation to execution to the final report.
  • You train your charisma on the phone for more confidence. Using the right expressions, you will avoid critical irritant words and killer phrases.

Methodology and didactics: Telephone training

Your behaviour is a decisive factor in whether a deal is closed or a new customer is acquired. If you leave an unprofessional impression, this may ultimately reflect on the economic success of your company. Active listening is also a confidence-building skill in certain phases of the conversation, which is not neglected in our telephone training. During the seminar, case studies are discussed and various options for the course of the conversation are shown. In the end, you will have the tools in your hand to arouse interest at the other end of the line.

Target group of the telephone training

Our telephone training is not only aimed at employees in telephone acquisition, but also at internal sales staff. Especially in the latter, it is not unusual that turnover can be generated thanks to specific know-how and numerous customer contacts. Qualitative conversation management is also indispensable for telephone switchboards and in call centres. Time is usually short here and the potential customer usually has neither much time nor motivation to listen to your request. With our telephone training, you will learn to bring the content precisely to the point and to score points with your sales arguments all along the line.

Seminar dates & locations

25.08.2022 - 26.08.2022
1.090,00 EUR
26.09.2022 - 27.09.2022
1.090,00 EUR
24.10.2022 - 25.10.2022
1.090,00 EUR
24.11.2022 - 25.11.2022
1.090,00 EUR

Telephone training on your premises

You would like to hold the seminar "Telephone Training" in your company as an in-house training? That is of course possible. We will be happy to provide you with an individual and non-binding offer that corresponds to your approach to content, your time frame and other wishes. Simply send us an enquiry to:

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The importance of telephone customer care

At a time when many support calls are automated and there may be no one on the other end of the line to pick up the phone, personal customer service is more important than ever. In customer service and internal sales, you are an important part of your company's figurehead. For customers and partners, you are usually the first point of contact - and you can not only generate sales, but also receive valuable feedback. The latter is a gift, because it enables you to further perfect both your product and customer service.

Why telephone training makes sense

Telephone training not only offers you great added value, as you learn to overcome inhibitions, speak more openly and argue more convincingly. In addition, thanks to customer-oriented telephone behaviour, your business partners, clients and suppliers benefit equally. Internal communication can also be simplified and more precise with training.

With telephone training, you will get to the heart of your concerns without detours in the future. Trained conversation guidelines help you to set goals in telephone sales or to acquire new customers. Practical questioning techniques enable you to steer even difficult telephone conversations at will.

5 tips for a successful phone call

  1. Involve trainees in telephone acquisition and complaint management - telephone training in customer contact is best started as early as possible.
  1. Use various questioning techniques in telephone conversations to guide the conversation or prevent it from going round in circles without results. These include closed questions, i.e. questions that can be answered with yes or no, or the integration of the popular W-questions.
  1. Always meet your conversation partner at eye level and convey this. Learn to understand your customer and meet him or her where he or she is at the moment. Try to interpret the problems, wishes and needs of your counterpart.
  1. Especially with frustrated callers, you must be patient and calm. Your composure will transfer to your counterpart and thus defuse almost any situation, no matter how delicate.
  1. Listen carefully, you can often read between the lines. Be helpful and ask for confirmation at the end of the conversation that there are no further questions. Here, a little customer-oriented assistance creates happy customers - and good brand ambassadors at the same time.

Registration for the event: Telephone training

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