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.
Customer Reviews
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Contents
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Service- and solution-oriented communication —structured processes with a clear focus on providing prompt assistance and understanding the customer
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Empathy and Active Listening – Recognizing Needs, Understanding the Other Person, and Providing Positive Support
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Positive language and clear expression —phrasing things in an understandable way, avoiding misunderstandings, and providing targeted support
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Structured Problem Identification – Using Targeted Questioning Techniques to Efficiently Resolve Issues
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Professional Handling of Escalations – De-escalation Techniques, Tailoring Your Approach to the Other Person’s Personality Type in Difficult Conversations
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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.
Ihre Vorteile
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Praxisorientierte und interaktive Übungen mit realen Beispielen aus Ihrem Support-Alltag
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Individuelle Anpassung an die Anforderungen Ihres Unternehmens und Ihrer Branche
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Sofort umsetzbare Inhalte für effizientere und kundenorientierte Gesprächsführung
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Mehr Sicherheit im Umgang mit schwierigen Anrufen und herausfordernden Gesprächspartnern
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Steigerung der Kundenzufriedenheit durch lösungsorientierte Kommunikation
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Arbeitsunterlagen inklusive zur nachhaltigen Vertiefung des Gelernten
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. |
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| Duration | 1 day on-site or online, or alternatively online in several 2-hour modules |
| Number of participants | 4–12 |
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| Price | Upon request (starting at €195 per person, excluding VAT) |
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, as well as practical exercises using examples from your company’s day-to-day operations.
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 exact needs.
We typically conduct the training as a multi-stage, modular online program. Upon request, in-person training sessions are also available in Germany, Austria, and Switzerland.
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 to fit seamlessly into the daily work routine. Alternatively, a compact, full-day in-person training session is also available.
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.
