Telephone Training for Hotlines, Help Desks, and Support

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    Telephone Training for Hotlines and Help Desks

    In this hands-on training, your employees will learn how to handle technical and service-related inquiries over the phone efficiently, courteously, and with a focus on finding solutions. Through structured conversation techniques, active listening, and de-escalation strategies, even challenging situations will be resolved in a customer-friendly manner—tailored specifically to the typical day-to-day support operations at your company.

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    Contents

    • Service- and solution-oriented communication —structured processes with a clear focus on providing prompt assistance and understanding the customer

    • Empathy and Active Listening – Recognizing Needs, Understanding the Other Person, and Providing Positive Support

    • Positive language and clear expression —communicate clearly, avoid misunderstandings, and provide targeted support

    • Structured Problem Identification – Using Targeted Questioning Techniques to Efficiently Resolve Issues

    • Professional Handling of Escalations – De-escalation Techniques, Tailoring Your Approach to Different Personalities in Difficult Conversations

    • Practical exercises with real-world relevance —training using examples from your company’s day-to-day operations for optimal transfer of learning

    Target Audience

    This seminar is designed for hotline, help desk, and support staff who interact directly with customers on a daily basis. It helps companies improve service quality, work more efficiently through structured communication, and prepare their teams specifically for challenging customer interactions.

    Learning Objective

    Participants will learn to conduct phone calls in a structured and customer-focused manner, to accurately identify customer needs, and to communicate clearly and effectively. They will gain greater confidence in handling difficult conversations, apply targeted questioning techniques, and increase both customer satisfaction and their own efficiency through professional communication skills.

    Your Benefits

    • Practical and interactive exercises using real-life examples from your day-to-day support work

    • Customization to meet the needs of your company and your industry

    • Practical tips you can put into action right away for more efficient and customer-focused conversations

    • Greater confidence in handling difficult calls and challenging callers

    • Increasing Customer Satisfaction Through Solution-Oriented Communication

    • Includes worksheets to help students reinforce what they have learned in the long term

    Details

    Description In-house group seminar at a location of your choice. Available as an in-person or online seminar.
    → Ideal for groups of 4 or more people per company.
    Duration 1 day on-site or online, or alternatively online in several 2-hour modules
    Number of participants 4–12
    Location
    • Location of your choice (on-site, seminar hotel)
    • Live Online via Zoom
    Price Upon request

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    FAQ

    This seminar is designed for hotline, help desk, and support staff who interact directly with customers on a daily basis and want to improve their communication skills.

    Participants will learn how to conduct phone calls in a structured and customer-focused manner, identify customer needs with confidence, and communicate clearly and effectively. They will gain confidence in handling difficult calls and, through professional communication skills, improve both customer satisfaction and their own efficiency.

    The training covers solution-oriented communication, targeted questioning techniques, positive and clear expression, active listening, de-escalation methods, voice and tone of voice, dealing with different personality types, and practical exercises using examples from your day-to-day work at the company.

    Before the seminar, we'll hold a briefing via an online meeting. During this briefing, we'll clarify your specific requirements and tailor the program to meet your needs.

    We typically conduct the training as a multi-stage, modular online program. Upon request, in-person training sessions are available at the location of your choice.

    The cost depends on the duration, format, number of participants, and venue. We would be happy to provide you with a customized quote that includes a transparent breakdown of all services.

    The training is preferably conducted as a multi-stage, modular online program. The individual modules typically last about two hours and are scheduled so that they can be easily integrated into the daily work routine. Alternatively, a compact, full-day in-person training session is also possible.

    For online training sessions, participants need a computer or laptop with a camera, microphone, speakers, or headset, as well as a stable internet connection. In-person training sessions require a suitable room, a flip chart, and enough seating for the group.

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