Communication strategies for telephone interactions.

This seminar is designed both to effectively showcase your competencies and services and to collaboratively exert more influence on your callers. It can be excellently applied in telephone consultations as well as in complaint conversations.

Naturally, a pleasant-sounding voice conveys your arguments more convincingly and amiably to callers. It has been proven that you exert more influence on your conversation partners with your voice than with the actual argument

Telephone Training Contents:

1. The Factors of Influence and Credibility

● The role of voice in human persuasiveness.

● Making your competence audible: Speaking techniques on the phone.

● The basic variables: Loud – soft, fast – slow, unclear – articulated.

● The mother of all voice exercises: Humming.

2. Your Inner Attitude Determines the Pleasantness of Your Voice

● Analysis and impact of your personal attitude.

● Optimizing your own attitude.

3. The Professional Greeting: Setting the Course

● What does the customer want from us – what do we want from the customer?

● The best possible greeting: Wording and voice dynamics.

● Speaking technique: How to raise your voice when asking questions.

● How to make a competent impression: Emphasizing statements.

● The psychological effects of incorrect voice modulation.

4. Customer-Oriented Communication on the Phone

● The impact of questioning techniques on response behavior and conversation climate.

● Variable objection handling and argumentation strategies for stressed callers.

● Presenting BVG offers according to customer needs.

5. Your Farewell Creates Emotional Customer Loyalty

● Ways to shorten conversation times.

● What remains in the memory from your conversation?

● The personal farewell creates a bond.

Methodology:

The training consists of a series of short lectures, demonstrations, exercises, and discussions. All participants receive written materials with detailed information and self-assessment scales.

1-day seminar

The seminar includes comprehensive participant materials and, upon request, personal certificates.

Date and Location:

By arrangement.

Goals for the Participants:

Adherence to standardized greeting formulas, rapid establishment of a personal connection, customer- and sales-oriented communication, professional handling of difficult customers, intensification of customer loyalty.

Here you can book your telephone training or receive personal coaching

Klaus Krebs: Training & Consulting

Kolonnenstr. 27
10829 Berlin, Germany

Tel.: 0049 30 / 7 82 82 60
Mobil: 0049 177 / 7 82 82 60
Fax: 01803 44444-05
Email: Trainings@klauskrebs.de