Telephone Training
Telephone training across the entire spectrum—from staff training for receptionists to specialized topics for call center management—has been our core competency for over 25 years.
- Professional ways to start a conversation
- Dealing effectively with complex customer enquiries
- Concluding a conversation with confidence
- Reframing complaints as requests
- Taking a solution-focused approach
- Showing understanding rather than making excuses
- Professional Greeting and Opening Remarks
- Active Listening and Targeted Needs Assessment
- Professional Use of Questioning Techniques
- Guidelines for Structured Phone Calls
- Dos and Don'ts on the Phone
- Active Listening and Customer-Focused Communication
- Dealing with Difficult Conversations
- Confident Demeanor on the Phone
- Practical exercises and role-playing activities
- Conducting Professional Sales Calls
- Combining an Online Presentation and a Phone Call
- High-quality customer service without in-person appointments
- Upselling, Cross-Selling, and Sustainable Customer Development
- Online intensive training sessions on a specific topic related to call center conversation optimization
- Improving Qualitative and Quantitative Performance in the Call Center
- Live Tips from a Specialized Phone Coach
- Online Intensive Training Courses for Call Center Trainers and Coaches
- Wide selection of training topics
- Training is available either at the workplace or while working from home
- Personal coaching right at the workplace
- Preparing Together for the Phone Calls
- Using a Conversation Guide
Sales Training
Inside Sales and Field Sales | Lead Generation, Customer Retention, and Cross-Selling | Digital Tools in Sales Conversations
We develop bespoke in-house training programmes for our clients. These cover topics including:
- Optimising inside sales
- Sales conversations using tablets in the field
- Reactivating and expanding existing customer relationships
- Capitalising on cross-selling opportunities
- Acquiring new customers through referral marketing – online and offline
Inside sales professionals are able to deliver presentations, conduct demonstrations, close deals and develop long-term customer relationships whilst working in-house, even in highly complex and high-value sectors. They are faster, more flexible and significantly more efficient than traditional field sales teams.
Success in inside sales is only possible with excellent training. This level of training quality is not available off the shelf. That is why each of our training programmes is individually tailored to the specific requirements of our clients.
Training Sessions for International Teams
AI Training
Our tailored training helps international teams improve sales effectiveness, strengthen customer relationships, and establish common communication standards.
Delivered worldwide—online or on-site—all programmes are conducted in English and customized to your specific objectives to ensure efficient customer interactions and better business results.
Artificial intelligence helps staff analyse customer enquiries, collate information, draft emails and carry out tasks in customer service, sales and customer engagement more efficiently.
This frees up more time for personalised support, more complex enquiries and value-adding activities. Customers benefit from faster response times and a higher quality of service.
Complaint Management
How to Handle Complaints and Claims Properly.
Based on a detailed briefing, we tailor our proven one-day training program on handling complaints and claims to the specific challenges and process requirements of your company.
You will receive a customized seminar for the employees in your company who have direct contact with customers and serve as the first point of contact for your customers' concerns.
Handling complaints and claims over the phone is a challenge for which you should be well prepared. With the practical training course “Complaint Management Over the Phone,” your employees will be equipped to handle any difficult situation that arises during a phone call.
Training in answering the phone and providing customer service over the phone.
