Contents
It's the attitude that counts
- Positive attitude and mindset as a basis.
- First impression and professional friendliness.
- Perception determines our communication.
- That is what matters: Building and stabilizing trust.
Communication models and their application in customer meetings
- Factual and relationship level, ration and emotion in customer meetings: professionals address both.
- Our goal: customers feel that they are in perfect professional hands and valued as people.
- What is particularly challenging for me in customer contact?
- The 4 customer types according to the Insights model: understanding needs and behavior.
- Communication compass: dealing confidently with difficult contacts.
Basics for communication professionals
- Linguistic sympathy alarm clocks.
- From the customers' perspective: Formulate clearly.
- Active listening and questioning technique.
- Building bridges to customers with the motivation method.
- Solution-oriented discussion instead of problem discussion.
- Needs assessment and customer benefit argumentation.
Special features on the phone
- Professional reporting formula.
- Checklist for professional telephone behavior.
Dealing with complaints and claims
- Complaints as an opportunity: basic rules for complaints and co.
- Caution: Emotions and escalation accelerators.
- The traffic light for emotional control.
- 6 steps for conducting a conversation about complaints.
Learning environment
In your online learning environment, you will find useful information, downloads and extra services for this qualification measure after you have registered.
Your benefit
- You will learn the basics of successful customer communication.
- You train to use professional communication techniques in a targeted manner.
- You will practise using language tips in professional customer communication.
- You will learn how to use the findings of communication psychology to deal positively with complaints and grievances.
- You will learn about the 4 different customer types and how to deal with them using the Insights model.
- You will learn how to handle difficult contacts with confidence.
Methods
The training is based on a balanced mixture of trainer input, practical tips, discussion in plenary, individual and group exercises and training in practical situations with feedback.
Recommended for
Employees with customer contact, especially from support, back office and service, and all those who want to expand and professionalize their customer communication in a practical way.
Further recommendations for "Professional customer communication"
Attendees comments
"I can recommend the training because of the high quality and the great trainers."
"Great training, you can take a lot with you & use it for yourself."
"I particularly liked the trainer's expertise and presentation style."
Seminar evaluation for "Professional customer communication"
2896
Start dates and details
Thursday, 03.07.2025
09:30 am - 6:00 pm
Friday, 04.07.2025
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Tuesday, 16.09.2025
09:30 am - 6:00 pm
Wednesday, 17.09.2025
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Tuesday, 07.10.2025
09:30 am - 6:00 pm
Wednesday, 08.10.2025
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Tuesday, 04.11.2025
09:30 am - 6:00 pm
Wednesday, 05.11.2025
08:30 am - 4:00 pm
Thursday, 20.11.2025
09:30 am - 6:00 pm
Friday, 21.11.2025
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Monday, 15.12.2025
09:30 am - 6:00 pm
Tuesday, 16.12.2025
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Thursday, 15.01.2026
09:30 am - 6:00 pm
Friday, 16.01.2026
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Monday, 02.03.2026
09:30 am - 6:00 pm
Tuesday, 03.03.2026
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Monday, 04.05.2026
09:30 am - 6:00 pm
Tuesday, 05.05.2026
08:30 am - 4:00 pm
Tuesday, 23.06.2026
09:30 am - 6:00 pm
Wednesday, 24.06.2026
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Thursday, 10.09.2026
09:30 am - 6:00 pm
Friday, 11.09.2026
08:30 am - 4:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
Training is guaranteed to take placeThe participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
About us – The Haufe Akademie
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Whether on site, live online or in-house - our customised solutions, our claim to the highest level of consulting expertise and training tailored to your needs simplify the acquisition of skills for the working world of the future and sustainably facilitate professional development.
A wide range of seminars, individual coaching and our flexible formats support HR managers and decision-makers in shaping the future and developing employees, in-house teams and companies.
Experience the benefits of online training from the comfort of your own home. Our online formats meet the highest quality standards and are in no way inferior to face-to-face events in terms of practical relevance. Learn together live online in interactive groups or digitally at a time of your choice.
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Questions & Answers
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