FAQ: Telephone Training

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    Telephone training is an important professional development program for people whose daily work involves extensive use of the telephone. The training focuses on professional telephone etiquette. This includes, among other things:

    • Speaking style: speed, intonation, use of pauses, clarity…
    • Telephone etiquette in the workplace. Rules for greeting callers, requesting information, transferring calls, relaying messages, promising to call back, limits on the information provided to callers, and much more.
    • The structure of the conversation. The “script” for the greeting and all subsequent phases up to the farewell
    • Word Choice: Positive Language as the Foundation for Effective Communication
    • Listening. The most underrated factor in successful conversation
    • The Art of Asking Questions: Whoever Asks the Questions Is in Charge
    • Specific call topics—such as order processing, handling complaints, support calls, or telesales—require different strategies
    • Difficult Conversations: Preventing escalations and de-escalating situations when they do occur is a skill that must be learned.

    Here you'll find an overview of our telephone training courses.

    Our training programs are aimed at people who work in the following fields:

    They help increase customer satisfaction and make it easier to handle difficult conversations. A frequently cited benefit is ensuring compliance with established rules of conduct on the phone. They lead to increased efficiency and can shorten call times. In telesales, they increase closing rates and revenue. They help improve communication skills over the phone.

    At the start of each training session, there is a briefing, usually via video conference. During this briefing, we receive information about the company’s preferences, goals, and challenges, as well as its guidelines regarding greetings, communication, wording, decision-making authority, and key topics. We use this information to plan the training.

    The training can take place online or in person. It begins with a structured discussion of the participants’ main issues and goals. This is followed by theoretical input in the form of short presentations, discussions, group work, and practice conversations with the trainer acting as the client.

    Optionally, there is on-the-job training with role-playing after the session. During this, the trainer listens in on live conversations at the workplace and provides feedback. The trainer then reenacts the conversations as a customer, using the feedback to refine the participants’ behavior.

    More details about our telephone training courses.

    Yes. Before each training session, we provide a detailed briefing. We tailor the content of each training session to our clients’ wishes and needs, and during the role-playing exercises, we take on realistic client roles to ensure the training content is applied in a practical way.

    That depends on the content. Most of our training sessions last one day. The rest are half-day or two-day sessions, as well as intensive online training courses consisting of several two-hour sessions.

    Here you'll find an overview of our telephone training courses.

    We offer our in-person training sessions internationally at our customers site and elsewhere upon request. You don’t have to worry about travel costs: we simply charge a flat, affordable rate and do not bill for travel time.

    We host our online training sessions on the Zoom platform.

    Die meisten Telefontrainings werden von Martin Traninger persönlich durchgeführt, unserem Geschäftsführer. Er ist seit rund 30 Jahren auf Telefontrainings spezialisiert und bringt seine Erfahrung aus über 2.000 persönlich geleiteten Trainings mit. Bei größeren Projekten bringen wir unser Netzwerk spezialisierter Trainer ins Spiel. So können wir die zügige Durchführung umfangreicher Projekte mit großen Teilnehmerzahlen garantieren.

    Prices are based on the time required for planning, preparation, follow-up, and the training itself. For example, a one-day telephone training session, in which up to 12 people can participate, costs €2,360 net, which works out to €197 per person. In addition, special rates are available for certain dates and larger projects. We’d be happy to provide a detailed quote for your training plans!

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    A group seminar requires at least 4 participants; the exercises are designed with this in mind. However, you are also welcome to book a training session with us as an individual or in pairs. These sessions are shorter and take on a coaching format.

    Yes. You can find details about our one-on-one training sessions here.

    A variety of methods ensures that our events are engaging. We use short presentations, group work, plenary discussions, role-playing, and feedback sessions.

    Here's what our customers have to say...

    You can easily send an inquiry by email.

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    We'd also be happy to call you back; please request a callback.

    Yes. We've been providing telephone training for a long time, and the list of companies and organizations we've worked with is extensive. Here are a few of them: References

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