Telephone training: Successful telephone calls – friendly, confident, clear and respectful communication on the telephone
Professional telephone communication: simply successful telephone calls in customer service, customer care, support, switchboard and reception – even in difficult situations.
Request a direct quote for an in-house seminar
In the Telephone training optimise your telephone communication. After the seminar, you will know the laws and rules of telephone contact and will be able to control different call situations confidently, successfully and profitably.
Even with difficult call partners, you can use complaints and claims as an opportunity for customer loyalty.
In-house seminars with content tailored to your needs:
In-house seminars with content tailored to your needs:
Target group: Anyone who wants to improve their impact and demeanour on the telephone
Objectives of the Telephone training: Participants learn how to make themselves likeable on the telephone and guide their partner actively and purposefully through the conversation. They train their ability to express themselves in order to convey confidence and competence during the conversation. They learn how to remain confident even in difficult situations.
Preparation for Telephone training
- Participants fill out a password-protected expectations questionnaire online before the training. I use the results to put together the exact seminar content and the course.
Seminar content: Telephone training
- Basic principles and evaluation criteria for service- and customer-orientated telephone calls
- Messaging on the telephone and professional closing the call: What really comes across – the best first impression
- Qualifying conversations: determine all important data, create a meaningful telephone memo if required
- Positive language and rhetoric: choosing and optimally using up-to-date formulations in a targeted manner
- Active listening and paraphrasing: formulating information in your own words
- Magical and tragic words on the Telephone: how to purposefully avoid conflicts, example formulations for typical Telephone situations
- establishing contact and building trust: formulate positively and convincingly
- Recognising caller types and customer types and reacting appropriately, techniques for dealing with dissatisfied customers
- Use questioning techniques optimally such as activation questions, open/closed questions, alternative questions
- Mastering difficult situations with confidence: Dealing with angry callers – recognising unwanted calls and closing them in a friendly and professional manner
- If required: developing individual call elements and call guidelines
- Practical exercises with situations from the participants‘ everyday calls and detailed evaluation with an evaluation sheet
- Optional: Structuring, copywriting, formulating and planning with the support of artificial intelligence (AI) such as ChatGPT, Copilot, Gemini, Claude, Perplexity, Tips and tricks for meaningful use - create prompts in a targeted and accurate manner, recognise and correct incorrect formulations or incorrect results from AI
Methods
- Trainer input, question-based development
- Discussion of examples, evaluation of discussions
- Active work with learning materials such as quick reference cards or checklists
- Formulation exercises, development of formulation aids
- Small group work with debriefing in plenary
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