Learnit Training
Customer-oriented telephone course
  • Small groups
  • Covid-19 safe
  • Experienced teacher
  • Possible online
  • Practical training

Make every customer a satisfied customer? It is possible! In our two-day training course, you will learn what it takes to be customer-friendly on the phone. This way, you will get more satisfaction from your work and you will leave a positive impression of your organisation.

Yes, I want to know more

"I have followed a number of training courses in the field of communication. I apply many of the things I have learned in practice every day. However, there are always actions that sink in over time and become less developed. For me, this training has been a refresher and a number of tools have been brought back to the surface." - Rating: 10.0

learnit Customer-focused telephony

Customer-oriented telephone course

A lot of customer contact takes place over the phone. The way in which you speak to customers is of great importance: after all, you are the company's calling card. A customer's decision to return to your organisation may depend on the way he or she is treated by you. What is your tone of voice? How do you assess the needs and wishes of the customer? And how do you react when these wishes are not met? When these questions are not (or no longer) a problem for you in practice, you get more satisfaction from your work and you leave a positive impression of your organisation.

In our Customer-focused telephony training course, you learn the basic skills of telephonic communication. In addition to dwelling on the question of what communication actually entails, effective questioning and listening techniques are also dealt with. These skills are also practiced extensively, so that they are immediately applicable in practice. The entire telephone process is covered, so that you can continue to work in a customer-oriented manner from the moment you pick up the phone to when you hang up.

Topics

  • Apply communication techniques in a conscious and customer-oriented manner
  • The telephone etiquette
  • Active listening
  • Showing interest and creating atmosphere
  • Ask questions
  • Summary techniques
  • Dealing effectively with complaints
  • Customer-oriented thinking
  • Using your voice well
  • Learning to inform and advise.

Results

After the training you will have:

  • clarity about the do's and don'ts of customer contact;
  • understanding that one's own behaviour influences the perception of the customer;
  • Awareness of voice use, non-verbal behaviour and verbal communicative expressions, and their effect on the client;
  • understanding the frame of reference of the customer (customer perspective) and yourself and
  • you can find out the real question

Target group

This training is ideally suited for participants who recognise themselves in one or more of the points below:

  • You have many daily conversations with customers over the phone (e.g. helpdesk staff, customer service or planners)
  • You will soon have a job where you have to make a lot of phone calls to internal/external customers
  • You want to improve your telephone communication skills
  • You do not like to make phone calls and want to change that
  • You want to leave a positive impression with customers you communicate with on the phone
  • You want to make handling customer complaints more pleasant

Working method

  • Customisation is our focus: through a telephone intake interview, the trainer makes an inventory of your personal learning goals. On this basis, the definitive programme of the training course is determined.
  • We believe a safe training atmosphere is important, as you should feel comfortable experimenting with new knowledge and skills.
  • We strongly believe in doing and experiencing, rather than talking about the content of trainings, which is why all our trainings are active in nature.
  • In order to guarantee the quality of the training, we apply a maximum group size of eight participants, so that we can guarantee the learning effect and efficiency.

Language

The training is provided in Dutch as standard. The trainer has a good command of the English language. Use can be made of course material in English. With a minimum of three participants, the training can also be provided entirely in English.

Investment

Prices mentioned are per person, including course material. Lunch is included in the on-site training.

On location Online
Duration 2 days 4 sessions of three hours
Price per day, excluding VAT € 475,- € 390,-
Total, incl. VAT € 1149,50 € 943,80

Certificate

After completion of the training, a Learnit certificate is issued as proof of participation.


Online

We also organise this training online. For this we use Webbex or Zoom. Login with Skype is also possible. On request, this training can also be organised with Microsoft Teams.

The training lasts 4 sessions of 3 hours, spread over 4 weeks.

  • You can participate again free of charge up to one year after the training.
  • For an additional catering fee, you can also participate in a classroom training.

References

The course Making customer-oriented calls was assessed with an average of 8.4.

"The training is very instructive for many audiences, whether you are a receptionist or a buyer, ultimately the sender has to deal with the receiver in everyday life, so you can spar about how it comes across when you call a receptionist or vice versa." - Rating: 8.2

R. Wennekes, Cofely N.V. - Customer-oriented telephoning

"Very instructive training!" - Rating: 7.8

S. Hogendoorn, Chamber of Commerce - Customer-oriented telephoning

"Intense, but hands on tips!" - Rating: 7.6

D. Djoparto, Foundation for Adapted Reading - Customer-oriented telephoning

"The content of the training was very well put together and adapted to my wishes and organisation. The variation was good, especially the role plays were enjoyable and helped me a lot." - Rating: 8.2

I. Goudkamp, JOP - Customer-oriented telephoning

"A tailor-made communication training course that matches the personal experience and the experience of the group, giving dimension to communicating." - Rating: 8.2

J. de Lange, Rijnland Water Board - Customer-oriented telephoning

"I have followed a number of training courses in the field of communication. I apply many of the things I have learned in practice every day. However, there are always actions that sink in over time and become less developed. For me, this training has been a refresher and a number of tools have been brought back to the surface." - Rating: 10.0

A. den Heijer, Rijnland Water Board - Customer-oriented telephoning

"Excellent training! Tool made and very professional!!!" - Rating: 10.0

D. Manscholt, Christian College de Populier - Customer-oriented telephoning

"The content of the training was well adapted to my/our wishes. All the points I encountered were addressed and well practiced." - Rating: 8.4

B. Bink, Van Eijk - Customer-oriented telephoning

"Situations are dealt with that occur in practice at the office and I found that very positive. By practising certain rather difficult situations, you are better prepared for them in practice and you know how to react to them better." - Rating: 8.0

M. de Bruijn, Chiever B.V. - Customer-oriented telephoning

"Practical exercises within a safe learning environment." - Rating: 8.0

M. Platteeuw-van der Poel, Rijnland Water Board - Customer-oriented telephoning

"It is the third telephone training for me. This training stands out far above the previous ones. Important is the psychology behind the person which appeals to me very much in this training." - Rating: 9.0

P. Diemel, Foundation for Adapted Reading - Customer-oriented telephoning

"Short, practical training, in which you are made aware of facts by means of interaction/video, which you have taken for granted over the years. Very useful to put the dots back on the "i" in a relaxed atmosphere, partly thanks to the experienced trainer." - Rating: 9.6

M. Lems, Jotun B.V. - Customer-oriented telephoning

"A very good training that I learned a lot from. Many useful tips are given that are really useful during a telephone call." - Rating: 7.8

D. van Bronkhorst, Straatman B.V. - Customer-oriented telephoning

"This training is completely adapted to our needs." - Rating: 7.2

M. Hollaar, Troy Chemie GmbH - Customer-oriented telephoning

"Very adequate. Situations discussed, practised and tips and tricks given." - Rating: 9.8

El. Pisters, Geonius - Customer-oriented telephoning

"Very exciting training, which you can actually use in practice! - Rating: 8.8

M. van der Putte, Foundation Loket Aangepast Lezen - Customer-oriented telephoning

"Fine educational training, many conversation techniques practiced. Pleasant training and trainer.'" - Rating: 7.6

R. Beautiful, Gelre Ziekenhuizen Apeldoorn - Customer-oriented telephoning

"Surprising how many points of improvement the trainer still managed to find in the sales process. And that from a salesman with more than 20 years of experience." - Rating: 8.0

Gerald Olde Bolhaar, World-Valve B.V. - Customer-oriented telephoning