Contents
Closer to the market - closer to customers
- Customer service as a competitive factor.
- Phone calls were yesterday? Customer service 4.0.
- Enthusiasm factors on the phone.
More charisma on the phone
- How the attitude to the telephone influences conversations.
- The importance of body language on the phone.
- The sound makes the music: the right voice leading.
- Conscious use of language: of stimulus words, killer phrases and magic words.
In dialog with customers
- Which channel for which communication case?
- The conversation phases on the phone.
- Interview preparation and professional introduction.
- Overcoming resistance - communicating in a benefit-oriented way.
- End a conversation on a positive note and follow up effectively.
Communication method kit
- The different levels of a message.
- Active listening and customer-oriented argumentation.
- Conversation management through questioning techniques: He who asks, leads!
- Dealing successfully with objections such as "that's too late for me" or "you delivered poor quality".
- You-messages versus I-messages.
- Breaks as a management tool.
Psychology on the phone
- How real is the perception?
- Dealing with different types of behavior.
- Recognize manipulation techniques.
- Dealing with stress on the phone.
When things get difficult: Mastering conflicts
- Handle complaints and claims in a customer-oriented manner.
- Stress-free handling of aggressive callers.
- Getting to the bottom of conflicts.
- Keeping the conversation "in hand".
- Say "no" with confidence.
- Communication strategy for personal attacks.
- For "emergencies": use of de-escalation techniques.
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
Employees from internal sales and customer service learn effective conversation techniques for different conflict situations and train solution-oriented behavior in difficult telephone calls.
You learn and train,
- use effective conversation techniques for service-oriented telephoning,
- conduct telephone calls confidently and confidently and
- to act in a customer-oriented manner even in problematic situations.
You will recognize and learn how to achieve a satisfactory result for both contacts (win-win situation). You will receive tips related to your everyday working life that you can use after the training to monitor and optimize your service and telephone behavior at work so that what you have learned sticks. Valuable checklists will make your day-to-day work easier.
Employees from internal sales and customer service learn effective conversation techniques for different conflict situations and train solution-oriented behavior in difficult telephone calls.
Methods
Trainer input, short presentations, group work, role training and discussion of practical examples. The training is conducted using a mobile telephone system that can be used to record and analyze the calls.
Recommended for
Employees from internal sales, customer service, telephone service/central offices who conduct customer calls, as well as employees from the assistant and secretariat of the managing director or sales manager responsible for sales. Also suitable for newcomers .
Further recommendations for "Telephone training for internal sales and customer service"
Attendees comments
"Very nice speaker. The training was relaxed, exciting and varied. Great!"

"The speaker responded very well to the personal circumstances in the company."

"Varied (group work, video, short lecture) and clearly explained."

"Many easy-to-use methods for daily use at work."

"I particularly liked having conversations that were recorded. It's interesting when you hear yourself!"

"The trainer was very open to the participants' concerns and responded to our questions and requests at all times. Super overall organization!"

"The individual reference to the actual professions of the individual participants convinced me! A very helpful telephone training!"

"A great trainer who was able to create a great practical relevance through role plays!"

"In this training I learned how I can become good with the right technique. Ms. Kozub's great mix of methods made the training lively. I particularly liked the fact that you can also work on topics yourself!"

Seminar evaluation for "Telephone training for internal sales and customer service"







Speaker Conny Kozub: "What else counts besides a smile"
"Valuable capital is wasted on the telephone in particular when it comes to getting customers excited about your company. With suitable conversation techniques, you can increase the success of your communication and have fun doing it!"
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Start dates and details

Monday, 07.07.2025
09:00 am - 5:00 pm
Tuesday, 08.07.2025
09:00 am - 4:30 pm
Tuesday, 26.08.2025
09:00 am - 5:00 pm
Wednesday, 27.08.2025
09:00 am - 4:30 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.
Wednesday, 15.10.2025
09:00 am - 5:00 pm
Thursday, 16.10.2025
09:00 am - 4:30 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, 01.12.2025
09:00 am - 5:00 pm
Tuesday, 02.12.2025
09:00 am - 4:30 pm
Monday, 19.01.2026
09:00 am - 5:00 pm
Tuesday, 20.01.2026
09:00 am - 4:30 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
09:00 am - 5:00 pm
Tuesday, 03.03.2026
09:00 am - 4:30 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.
Score points on the phone after telephone training
Customer service employees represent your company to the outside world. With telephone training, your employees will learn which tools and techniques they can use to communicate in an even more customer-oriented way. They will recognize the psychological background of a telephone conversation and reflect on their own conversational behavior. Right at the start of the telephone training, they learn how to master a wide variety of conversational situations successfully and in a relaxed manner in a workshop.
"Speak so that I can see you!" What Socrates already recognized still applies to our communication today. In the "Communication and telephone training" training , employees from internal sales and customer service learn how to use effective conversation techniques for different conflict situations in a targeted manner and train solution-oriented behavior for difficult telephone calls.