Conversation techniques on the phone

There are few business situations where one can make so many mistakes in such a short time as a telephone call– often a few seconds make the difference between a happy or angry customer. This skill training composes essential basics in different areas such communication, leading conversations and professional handling of complaints and teaches the requirements for a confident, pleasant and convincing business presence when speaking on the phone. The seminar is geared towards specialist and leadership personnel who wish to improve their customer communication by telephone. Participants will learn to reflect on their previous approach when dealing with customers, optimise this and adapt it individually to the customer.

Training content:

Finding the right choice of word and expression for a particular situation and a specific context is a challenge for everyone. From accurate evaluation of a situation to using the right reaction or suitable communication style; all of this requires a high level of sensitivity to the different overall approach of your conversation partner.

• The basics of modern customer contact and telephone marketing
• Serious and creative pitching strategies for authentic customer contact
• Questioning techniques for a successful discussion
• Individual conversational strategies
• Confident approach to follow-up questions, excuses and complaints

If you are interested in this training session, please get in touch, we’re here to help.

Do you need further information, or are you interested in combining KERN Training seminars? We'd be delighted to provide you with advice and prepare a non-binding quote for you.