Training course, Seminar: Dialogue training for live chat service and tickets
Achieve a positive effect for your company through clear, purposeful and succinct wording.
Companies now make full use of the internet as a means of communication. The live chat has become one of the fastest and most important services in direct dialogue with customers. Participants find out in this seminar what basic rules and expressions apply for a professional and successful live chat. They learn how to achieve a positive effect for their company through clear, purposeful and succinct wording.
Seminar objectives: Participants learn how to engage positively in a live chat service, 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.
In-house seminars with content tailored to your needs:
In-house seminars with content tailored to your needs:
Duration: 1 – 2 days, e.g. 9 am to 4 pm
Content
- The eight basic principles to follow for a contemporary live chat service style
- What no longer works: obsolete, wrong, superfluous or clumsy expressions are replaced with flawless, contemporary ones
- Clear, targeted and precise formulations: drafting letters that are correctly and comprehensibly structured
- Sensible structuring and the best possible line of argument
- Primary and secondary purpose of the customer letter: choose positive, respectful wording which is not patronising
- If necessary: create sample templates for commonly used texts
- Write with formal precision: be familiar with and apply the guidelines and norms for correspondence
- Optimise templates written by participants
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
Seminar documents, manual, reference cards and service for your time management seminar
- Detailed seminar manual or seminar documents with exercises. Seminar documents with exercises,
- Short reference card in DIN A5 format for a quick overview,
- Additional material and PDF photo protocol by email,
- Support after the time management training: Simply by email or via the knowledge blog - participants can also ask questions and request tips after the seminar.
Your communications skills trainer:
Uwe Freund: Communication trainer, coach, text optimiser. Uwe Freund has been supporting companies since 1989 as a communication trainer, speaker, coach and consultant for business writing skills and complaint management by letter, email, chat and social media as well as time management, telephone dialogue and presentation.
He advises companies in German-speaking countries on the redesign of written and verbal communication as well as the concrete implementation through text optimisation of templates, building blocks and templates. His industry expertise focuses on financial services, insurance, law firms and law firms, automotive, IT and software, clothing/fashion. Uwe Freund lives in Munich.
- Studies: Politics, German Studies and Psychology in Frankfurt am Main and Munich - Degree: M. A. (Magister/Master)
- Qualifications: Certified coach based on transactional analysis; further training: Gestalt, NLP, TCI, conflict management, group dynamics, physiology and sports training methodology, energetic psychology (MPC), INSIGHTS MDI (accredited counsellor), Lumina Spark (accredited counsellor)
- Seminar languages: German, English
- Seminar topics: Written communication and business writing such as letters and emails, live chat, professional formulation and copywriting, telephone dialogue, customer service and complaint management, time management and productivity, pyramid style presentations, presentation, facilitation
- Memberships: BJV Bayerischer Journalistenverband / German Journalists' Association, DIN Deutsches Institut für Normung e. V. / German Standardisation Organisation (member of the working committee "Text and information processing for office applications")
Your communications skills trainer:
Cameron Paul studied German, French and Japanese in New Zealand. During his master's degree, he specialised in translation into his native language, English.
After his certification, he worked as a trainer in New Zealand, Japan, France and England and now lives and works as a communication trainer in the Munich area.
For more than 25 years he has been supporting companies, individuals and groups as a trainer, coach and mediator on topics such as professional communication, conflict management, group dynamics and decision-making processes.
Particular areas of expertise include the automotive industry (technology and management development), the chemical industry (diagnostics, biochemistry and silicone technology), lighting and electronics, software development for safety systems, psychology and psychotherapy, group leadership.
- Qualifications: Master (M. A.) in French Literature and Translation; Bachelor (B. A.) in German, French and Japanese; Numerous advanced training courses in the areas of training, group dynamics and personal development
- Activities: Communication trainer, coach and mediator, Psychological counsellor, Training in written communication skills in English
- Seminar languages: English, German, French