Professional training – Business & Methodological Skills

Phone & Customer Communication

Get confident with Phone & Customer Communication in 6 hours: focus on Professional phone conversation, Active listening and questioning and De-escalating complaints and conflicts, live with a trainer, online or on-site.

Duration
6 hours, one session
Level
Beginner
Format
Online or on-site
Language
German or English
Certificate
Certificate of attendance

Overview

“Phone & Customer Communication” is designed for roles such as Specialists and managers from all industries and Project managers and team leads. In 6 hours you work your way through Professional phone conversation, Active listening and questioning and De-escalating complaints and conflicts in a structured way – with plenty of practice and time for your questions.

Expertise alone is rarely enough at work: people who present convincingly, handle conversations with confidence, manage time and priorities and guide teams effectively deliver projects faster and with fewer conflicts. In the Phone & Customer Communication training you practise exactly these skills in situations from your own working environment. We combine compact models with plenty of practice, role plays and personal feedback in small groups. Each course lasts one day and runs online or on site. You leave with proven techniques and a concrete plan for applying them in daily work.

The course is delivered live – either online in a virtual classroom or on-site in our training rooms in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run it exclusively for your team.

Focus areas of the course

Professional phone conversationActive listening and questioningDe-escalating complaints and conflictsWording things firmly yet friendlyCall notes and follow-upService orientation in daily work

Who is this course for?

  • Specialists and managers from all industries
  • Project managers and team leads
  • Employees with frequent customer and stakeholder contact
  • Early-career professionals and returners

What you will be able to do

  • You know the key topics of Phone & Customer Communication – Professional phone conversation, Active listening and questioning, De-escalating complaints and conflicts, Wording things firmly yet friendly, Call notes and follow-up and Service orientation in daily work – and can apply them in practice.
  • You know the key models and techniques of Phone & Customer Communication and can use them appropriately for each situation.
  • You come across more clearly, confidently and effectively in typical work situations.
  • You reflect on your own behaviour and use feedback deliberately for development.
  • You take home a personal implementation plan for daily work.

Course outline

Module 1 Where you stand and models for Phone & Customer Communication
  • Clarifying your starting point and goals
  • Core models and terms of Phone & Customer Communication
  • Typical challenges in everyday work
  • Effect on conversation partners and team
Module 2 Focus areas: Phone & Customer Communication
  • Professional phone conversation
  • Active listening and questioning
  • De-escalating complaints and conflicts
  • Wording things firmly yet friendly
  • Call notes and follow-up
  • Service orientation in daily work
Module 3 Techniques and tools
  • Learning proven methods step by step
  • Checklists and guides for preparation
  • Dealing with resistance and pressure
  • Adapting to your own personality
Module 4 Training with practical cases
  • Exercises on Phone & Customer Communication using situations from your daily work
  • Role plays and short presentations
  • Individual feedback from the trainer
  • Peer feedback within the group
Module 5 Transfer into daily work
  • Personal strengths and development areas
  • Concrete commitments for the coming weeks
  • Obstacles and countermeasures
  • Self-reflection and continued learning
Module 6 Transfer to your daily work
  • Exercise based on a realistic case
  • Typical mistakes and how to avoid them
  • Checklist and templates to take away
  • Open questions, outlook and resources for further learning

Prerequisites

No technical prior knowledge is required. Willingness to take part in practical exercises and group exchange is expected. No prior knowledge is required.

Technical requirements

For online sessions a laptop, camera and microphone are sufficient; we provide all materials and exercise templates digitally.

Dates & locations

For every location we suggest a date roughly four weeks ahead. Your preferred date is always possible.

  • Munich Wed, 16 December 2026 6 hrs Request
  • Salzburg Thu, 10 December 2026 6 hrs Request
  • Berlin Tue, 15 December 2026 6 hrs Request
  • Augsburg Tue, 15 December 2026 6 hrs Request
  • Hanover Thu, 10 December 2026 6 hrs Request
  • Bremen Wed, 16 December 2026 6 hrs Request
  • Stuttgart Mon, 14 December 2026 6 hrs Request
  • Kaiserslautern Tue, 15 December 2026 6 hrs Request
  • Online Wed, 16 December 2026 6 hrs Request

Frequently asked questions

How much practice is there in Phone & Customer Communication?

Most of the day consists of exercises, role plays and feedback. Theory is limited to the models you actually need. Groups are small so that everyone gets several turns and individual guidance.

Does Phone & Customer Communication work well online?

Yes. We use breakout groups, video feedback and digital whiteboards so role plays and presentations work well. If you prefer face-to-face learning, the course can also run in your premises or at ours.

How much does “Phone & Customer Communication” cost?

The course costs a flat €949 plus VAT per participant – whether online or on-site. This includes 6 hours of live training with a trainer, course materials, a lab environment and a certificate of attendance.

Can I suggest my own date?

Yes. For every location we suggest a date roughly four weeks ahead. In the request form you can always describe your preferred date or period in free text – we check availability and get back to you within one working day.

Is the course online or on-site?

Both are possible: live online in a virtual classroom or on-site in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run the course exclusively for your team.

Can the course be tailored to our team?

Yes. Tailor-made courses cost approx. €4,500 more, depending on the topic and by arrangement. We agree content, examples and exercises with you in advance.

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