Telephone Training

What You Will Learn

√  How to make and keep customers happy

√  How to deliver a great customer service performance

√  How to identify and talk to different types of customers

√  How to handle customers complaints professionally

√  How to achieve assertiveness


Interesting fact that there are almost no official theories, tools or frameworks how to create great Customer Service. In my experience, most employees generally want to do a good job and make customers happy, but often they don’t have the experience, background or tools to make it work. This course fixes that with simple, tried and tested ideas that have been working for years. 

Over my 20 year teaching and training career, I’ve seen a lot of companies and businesses. And there was always a chance to improve their Customer Service quality.

You will learn in this course how to handle phone calls with confidence. You will learn how to begin, lead and finish a phone conversation with a German-speaking client. You will learn how to explain different policies in a nice and effective way. You will learn how to calm down angry customers and how to find a solution for their problem. You will learn how to avoid boring and stiff sentences on the phone and how to sound not like a robot. All in all, you will learn how to manage phone calls in a friendly and professional way with focus on the main goal in Customer Service what we call a “first call resolution”.

Training Content

How to make and keep customers happy

Listening, listening, listening. These are the three most important skills of a brilliant customer service consultant. Joking aside, it’s crucial that you listen to your customer, even better: you listen to him or her actively. If you listen to him or her, you’ll understand his or her issue, problem or wish and you can help the customer straight away. Effective and proactive questioning belong also to your repertoire as a customer service consultant.  It’s not just a question of reacting to customers. It’s about understanding and defining what they really want and then giving them the best possible solution to their problem. Apart from that, you have to be polite and you have to know your stuff. You will learn how to listen to your customer, how to identify his or her needs and how to give him or her the best possible solution.

How to deliver a great customer service performance

Talk to your customer on the phone in a way that he or she feels well taken care of and treated with respect. If the customer is calling he or she wants to have a solution during this call: it’s called “first call resolution”. You will learn how to make the customer feel important, how to help him or her quickly and in an effective way. A quick and tailor-made solution in a friendly and polite way: That makes you an excellent customer service consultant. You will learn how to do it.

How to identify and talk to different types of customers

Everyone is different. You talk differently to your grandma, to the kids in the neighborhood and to your partner. There are different types of customers too. On the phone, you can easily adapt your style to the customer type regarding age, nationality, profession, social class, cultural background etc. You will learn how to identify and understand the different customer types and how to talk to them.

How to handle customers complaints professionally

You will have customers on the phone who are not really polite and friendly but they complain, even shout at you and want to have a solution for yesterday. In this case you should remain calm and relaxed. Easily said but how to do it? There are a lot of techniques how to handle difficult customers, how to identify the issue behind the angry person, how to calm down them and how to turn the unpleasant phone conversation into a “happy ending”. Don’t worry, you will learn it.

How to achieve assertiveness

It’s very important to become aware of your importance and competence. That’s why I always talk about “customer service consultants” and not “agents” (you don’t need to kill anybody in the name of the government) – you advise and help the customer with your knowledge and your soft skills. You are not a servant with whom everybody can speak as he or she pleases. You are nice and friendly but you have your pride and self-confidence. You must become assertive. You will learn how to do that.