Telephone training
Telephone training referred to training programs , the professional convey phone calls. These established themselves in the second half of the 20th century as part of sales training .
In the Federal Republic of Germany , telephone training is a publicly funded professional training measure .
Differentiation from interview training
Telephone training differs from conversation training measures: When telephoning , only acoustic signals are passed on, visual signals are omitted as there is no visual contact.
In a telephone conversation , the human voice must also convey the information that is transmitted through visual signals ( facial expressions , gestures , clothing ) during visual contact .
target group
Telephone training measures are aimed at those for whom the telephone plays a central role in the workplace . Professional calls are made in the areas of complaint management , customer care and telephone sales .
Call center employees , but also bank employees , medical specialists and many more are the target groups for telephone training measures.
In-house telephone training and open seminars
For employees of companies , the so-called in-house telephone training is carried out, that is, it offered in-house training programs.
There are also open seminars . Those who have an education voucher can also take part in these .
content
The training program includes various topics:
Training the voice
The speaking behavior of the training participants is examined for speed, emphasis and clarity and, if necessary, improved through voice and speaking exercises.
Establishing a conversation
The training participants learn the correct design of the greeting and the start of the conversation. For a structured phone call, a conversation guide is often recommended, the content of which can also be part of a telephone training. The professional farewell and follow-up to the conversation are also part of the training.
Language and choice of words
A positive, customer-related choice of words and language are part of the training content. This includes the correct application of questioning techniques as well as the ability to pass on negative content in such a way that it is received as positively as possible.
To listen
In order to be able to recognize the need of the interlocutor, active listening is conveyed. Training participants learn to inquire about and record all relevant information.
Conversational situations
Telephone marketing , customer loyalty or new customer acquisition and the processing of complaints and inquiries of various kinds are addressed. Seminars on cross-selling or helpdesk topics can also be attended.
Technical requirements
Occasional phone Exercise equipment used. With their help, video- recorded phone calls are made. The recordings enable the participants in the measure to reflect on their own behavior on the phone.
If training takes place on the job , the training participants use the telephone at their workplace, their own computer and the CRM program installed on it .
providers
Private companies (telephone trainers ), further training institutions and universities offer telephone training measures.
literature
- Ulrich Berentzen: Evaluation of the acquisition of skills in external training events - development of an instrument , diploma thesis in the field of pedagogy, Hamburg 2006, ISBN 3-638-55691-3 .
- Guenther Geyer: Telephone training in banks: Selling financial services successfully , 4th revised. u. act. Ed., Gabler Verlag , Wiesbaden 2003, ISBN 978-3-409-49639-1 .
Individual evidence
- ↑ See A 50-Year History of Selling , accessed January 14, 2020.
- ↑ See Hamburg education voucher , accessed on January 14, 2020.
- ^ Forum Business German: Telephone training , accessed on January 14, 2020.
- ↑ See Guenther Geyer: Telephone training in banks: Selling financial services successfully , 4th revised. u. act. Ed., Gabler Verlag , Wiesbaden 2003, ISBN 978-3-409-49639-1 .
- ↑ MFA Training Calendar 2016, p. 34 ( Memento from January 31, 2017 in the Internet Archive ), accessed on January 14, 2020.
- ^ University of Würzburg: Telephone training ( memento from January 31, 2017 in the Internet Archive ), accessed on January 14, 2020.
- ↑ See courses in the further education database WISY , accessed on January 14, 2020.