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Telephone skills training course: Effective customer communication

Telephone training: Successful telephone communication with customers

Engage positively on the phone, actively steer your customer through the conversation.

The telephone is by far the most important instrument of business communication. In this seminar, participants learn how to selectively prepare phone calls with customers and use specific rhetorical means to engage positively. Working with sample phrases, participants develop individual phone call guidelines that enable them to cope confidently even in difficult situations.

Seminar objectives: Participants learn how to engage positively on the phone, actively steering the other person through the conversation. Voice and expression exercises enable participants to convey self-confidence and expertise. They learn how to remain in control in difficult situations.

Duration: 1 – 2 days, e.g. 9:00am – 5:00pm


  • Basic principles and quality criteria for successful phone calls
  • Preparation of specific phone calls: Phone call guide
  • Sample phrases for typical situations on the telephone
  • Making optimum use of questioning techniques such as activation questions, open/closed questions, alternative questions
  • Dealing with complaints and objections in a customer-oriented manner
  • Coping confidently with difficult situations
  • Development of individual elements and phone call guides
  • Practical exercises with recording and detailed assessment based on an assessment sheet

Handbook, quick reference cards and seminar service

  • Detailed seminar handbook and handouts with exercises
  • A5 quick reference cards as a brief summary
  • Supplementary material and photographic minutes by email
  • Support after the seminar: simply by email or using the Knowledge Blog – participants are welcome to ask questions and request tips after the seminar

Your telephone skills trainer:

Our trainers, coaches, translators and copy optimisers have long-standing experience in different industries and as well as special expertise in different branches. They have University degrees and work as trainers usually for 15 to 25 years. You will receive a detailed skills profile of your trainer or coaching with our quote.

Please request a personal quote for your in-house training course:

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Training topic:Please send me a quote for the following in-house training courses:
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Copy optimisationPlease send us additional information on your copy optimisation services. Types of documents we need to have optimised are:

uwe freund communications

communication training courses
coaching | copywriting

Eduard-Schmid-Str. 29
81541 Munich | Germany

Phone +49 89 26011788
Mobile +49 172 8507764
Fax +49 89 26011789


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