Successful telephoning: inspire your conversation partners:

• Basics and instruments of customer- and service-oriented communication.
• Basic rules of successful telephoning: good customer support Friendliness on the phone - they "see" your body language, too
• 10 rules for successful telephone calls
• Service thinking as a competitive factor!

Preparation is everything - successful & professional in different situations:

• Finding the right way to start: Developing professional call guidelines
• Arguing in a benefit-oriented way: Dealing with complaints
• Dealing with resistance: Price argumentation
• Successful telephone sales

Skill Toolbox for your telephone calls:

• The tone makes the music: speaking technique and voice pitch
• Linguistic expression and good rhetoric
• Active listening and questioning techniques
• Different levels of a message
• How to make your voice sound appealing: Smile training

Putting it into practice:

• Case studies from the participants' practice and their successful treatment
• Training telephone calls and their discussion
• Creating the right environment - telephone workstation
• Argumentation and persuasion techniques

After this seminar you will have learned the basics to act confidently with your business partners over the phone.

• You will learn effective techniques for goal-oriented behavior even in difficult situations
• You will be familiarized with effective conversation techniques with which you can conduct telephone calls confidently and self-assuredly
• You will be able to present yourself in a sympathetic and self-confident manner on the telephone

The telephone training seminar is aimed at employees who are responsible for customer care, sales, consulting and the recovery of former customers. Key account managers, office and field sales representatives, clerks and customer service staff.