training
This training is held in German.
Save time and nerves with clear communication in IT service. Clear words solve problems, prevent misunderstandings and conflicts and also strengthen trust. Show professionalism in every conversation - on the phone or on site. Stay calm and confident, even in difficult situations, and learn step by step how to communicate effectively and convincingly.
Contents
Your impact in IT service calls
- Use IT terminology in a targeted manner.
- Explaining complicated IT topics simply.
- Analyze problems and solve them comprehensibly, even under time pressure.
- Understand and speak customer language.
- Recognize customers ' needs and goals.
Communication basics
- The basics of successful conversations.
- Use voice and tone consciously (paraverbal).
- Recognize the difference between factual and relationship level.
- Question and improve your own communication.
- Reflect on self-perception and perception of others.
Strategies for successful conversations
- Structuring telephone calls in IT service: 5-phase model.
- Steer conversations with questions.
- Actively listen and understand.
- Use paraverbal and verbal techniques.
Customer-oriented dialog
- Create a positive start and end to the conversation.
- Steer conversations, even under stress.
- Dealing constructively with misunderstandings, resistance and conflicts.
Learning environment
In your online learning environment, you will find useful information, downloads and extra services for this training course once you have registered.
Your benefit
- The basics of successful customer communication are taught.
- Understand and use the five phases of a professional telephone call.
- Techniques for better cooperation with users on the phone and on site are trained.
- Discussion guidelines for clear, structured communication are available.
- Confident handling of difficult contacts is trained.
Methods
The training is based on a balanced mixture of trainer input, practical tips, role play, case discussion and training of practical situations with feedback.
Recommended for
Employees with customer contact, especially from 1st and 2nd level support, who would like to expand and professionalize their customer communication in a practical way. In particular: IT technicians technicians; IT specialist service desk + user support; IT administrators; 1st and 2nd level support; IT operations managers; IT service managers.
Further recommendations for "Professional communication for IT employees with customer contact"
Attendees comments
"Thanks again for the two great days. The seminar leader was able to motivate us all to work on ourselves and at the same time brought my team closer together. My goals from the course have now been achieved!"
Markus Faßbinder
MS-Schramberg Holding GmbH
"The nature of the seminar was fantastic. The implementation and the transmission of the content were excellent."
René Hermann
ITM - Investment Trade marketing GmbH
"The nature of the seminar was fantastic. The implementation and the transmission of the content were excellent."
René Hermann
ITM - Investment Trade marketing GmbH
"I particularly liked the exercises and the individuality of the situations as well as the fact that you could "steer" the training based on your own experiences and that this was also addressed."
Julia Schuon
Ports and Freight Traffic Cologne AG
"I particularly liked the exercises and the individuality of the situations as well as the fact that you could "steer" the training based on your own experiences and that this was also addressed."
Julia Schuon
Ports and Freight Traffic Cologne AG
"I particularly liked the fact that the content was presented in such detail and was also very well illustrated."
Luis Dietrich
MNS - Media Network Solutions GmbH
"I particularly enjoyed the exchange with the other participants."
David Schöller
KVBW
"There were lots of useful tips for implementation in our own environment."
Maria Heuwieser
District Office Mühldorf a. Inn
"There were lots of useful tips for implementation in our own environment."
Maria Heuwieser
District Office Mühldorf a. Inn
"I particularly enjoyed the exchange with the other participants."
David Schöller
KVBW
Seminar evaluation for "Professional communication for IT employees with customer contact"
4.6 from 5
with 135 ratings
training content:
4.6
Content comprehensibility:
4.7
Practical relevance:
4.4
Trainer expertise:
4.8
Participant orientation:
4.8
Method variety:
4.7
On-site training together
Booking number
1938
1938
€ 1.540,-
plus VAT
2 days
in 4 locations
4 Events
German
Joint online training
Start dates and details
04.09.2025
Stuttgart
Booking number:
1938
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Thursday, 04.09.2025
09:00 am - 5:00 pm
Friday, 05.09.2025
08:30 am - 4:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
10.11.2025
Hamburg
Booking number:
1938
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Monday, 10.11.2025
09:00 am - 5:00 pm
Tuesday, 11.11.2025
08:30 am - 4:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
20.11.2025
Live-Online
Booking number:
33468
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Course
zoom
Days & Times
2 days
Limited number of participants
Thursday, 20.11.2025
09:00 am - 5:00 pm
Friday, 21.11.2025
08:30 am - 4:00 pm
22.04.2026
Mannheim
Booking number:
1938
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Wednesday, 22.04.2026
09:00 am - 5:00 pm
Thursday, 23.04.2026
08:30 am - 4:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
11.06.2026
Live-Online
Booking number:
33468
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Course
zoom
Days & Times
2 days
Limited number of participants
Thursday, 11.06.2026
09:00 am - 5:00 pm
Friday, 12.06.2026
08:30 am - 4:00 pm
17.09.2026
Berlin
Booking number:
1938
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Days & Times
2 days
Limited number of participants
Thursday, 17.09.2026
09:00 am - 5:00 pm
Friday, 18.09.2026
08:30 am - 4:00 pm
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
Training is guaranteed to take place
Booking number:
1938
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Details
2 days
Limited number of participants
Fee includes
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
Booking number:
33468
€ 1.540,- plus VAT.
€ 1,832.60 incl. VAT.
Details
2 days
Limited number of participants
No suitable date?
You are welcome to be notified by e-mail as soon as new dates are released.
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