Telephone Training for Reception, Administrative Staff, and Customer Service

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    Improve first impressions and boost customer satisfaction with customized telephone training

    The first impression made over the phone shapes how customers perceive your company. Because every company faces different challenges, we tailor our telephone training programs precisely to your needs. This ensures your team comes across as competent, confident, and professional.

    Your Benefits at a Glance

    • Greater customer satisfaction— customers feel well taken care of and understood.
    • Improved Accessibility - Handle calls efficiently and reduce wait times.
    • A Professional Demeanor—Confident in Any Conversation.
    • More efficient processes— fewer misunderstandings, shorter call times.
    • Higher motivation and greater security boost commitment.
    • Confidence in Difficult Conversations— Remain Calm and Focus on Finding Solutions.

    Flexible Training Format

    Live online or in person at your site —we’ll tailor the format and schedule to best fit your team and daily work routine.

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    Contents

    • Basic Rules for Professional Phone Etiquette at Work
    • A Perfect, Customer-Focused Greeting Over the Phone
    • Effectively connect, retain, broker, and handle callbacks
    • Actively Lead and Guide Conversations Using Proven Telephone Communication Techniques
    • Positive Phrases for Common Situations on the Phone
    • Deliberately Influence the Mood of the People You're Talking To
    • Paraphrasing and Reinterpreting to Foster a Constructive Conversation
    • Confidently handling difficult conversations and challenging callers

    Target Audience

    Employees at the front desk, in the switchboard, in the administrative office, in back-office roles involving customer contact, and in telephone customer service.

    The training is also available in a version for trainees (apprentices). In this program, we place special emphasis on the rules of good telephone etiquette as well as on all aspects that are important for a friendly, confident, and at the same time assertive demeanor—in other words, precisely those areas where very young people often have specific learning needs.

    Learning Objective

    The foundation for a professional, positive, and confident demeanor on the phone—in any conversation.

    Your Benefits

    • Intensive, personalized instruction in a small group

    • Customized to meet your specific needs

    • A stress-free and safe environment for practice

    • Expert guidance from an experienced, specialized phone training instructor

    • High practical relevance through real-life conversation examples

    • Comprehensive study materials designed to help students deepen their understanding over the long term

    Details

    Description 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 (customized solutions with different durations are available)
    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

    Our training is designed for receptionists, administrative staff, and customer service representatives who want to handle phone calls professionally—whether they work in administrative departments, law firms, medical practices, call centers, or back-office departments.

    You will learn how to make a positive first impression over the phone, structure conversations confidently and efficiently, and respond with poise and a focus on solutions even in difficult situations

    During training, we practice greeting callers, professionally transferring calls, holding calls, and callback management. In addition, we practice conversation techniques such as the “statement-question” technique, positive communication phrases, paraphrasing, reframing, and confidently handling challenging callers.

    Before the seminar, we’ll conduct a detailed briefing via an online call. During this briefing, we’ll clarify your specific requirements and tailor the program precisely to your needs.

    You can choose between live online or in-person on-site training. We conduct in-person training sessions at your location.

    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.

    A seminar day typically lasts 6 to 8 hours. Online training sessions can be divided into shorter modules, such as two-hour sessions, upon request.

    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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