Professional customer care

Training for the inside account managementThis interval training conveys personal assurance and self-confidence on the phone. Effective communication techniques, even with difficult customers, claims and complaint discussions are just as important as increasing personal impact. Good relationship management as well as self-confident and self-motivated action are central themes of this training.

Target group

  • back-office sales
  • customer care
  • sales support
  • sales assistants
  • front desk people

Training goals

  • Enjoying customer contact
  • confidence on the phone
  • Communicate and act convincingly
  • Successfully manage customer relationships
  • Efficient work in sales

Training content

The right mindset

  • Goal-oriented “mindset” as a prerequisite for successful action
  • Networked and entrepreneurial thinking and acting
  • Self-motivation / dealing with setbacks
  • Courage and assertiveness

Effective appearance

  • Increasing the personal impact on the phone
  • Self-image / external image
  • Voice sets the mood
  • Effective presentation

successful relationship management

  • Customer-oriented action
  • Personal level in dealing with customers
  • build and maintain relationships

Effective conversational skills

  • to be able to listen
  • Ask the right questions
  • Conduct difficult conversations confidently
  • Avoid, recognize and resolve conflicts
  • Use a complaint as an opportunity
  • Courage to speak up about unpleasant things
  • Professional telephone calls
  • equality in conversation


  • Goal-oriented work
  • Importance of adequate preparation
  • Customer-oriented offer
  • Time management / setting priorities correctly

training forms

In-house training for your team

Individuelles Coaching

Training “on the Job”

„Wer immer tut, was er schon kann,
bleibt immer das, was er schon ist.“

A methodology for sustainable effective results

In order to achieve maximum and sustainable practice transfer, this training is positive, motivating and interactive and designed in interval mode. After each day of training, there follows a practical phase lasting several weeks with concretely defined goals for each participant. With practise reports on the following training day, combined with personal feedback/coaching, each participant is encouraged in his personal development.