Phone Training Switzerland – Professional Telephoning
Professional Behaviour on the Phone
For Telephonists, Telephone Reception, Call Centres, Service Centres and Secretariats
The telephone is gaining increasing importance as an instrument of customer care and customer retention across all areas of business. Motivated and friendly telephone communication leads to high customer satisfaction, increases the enjoyment of work and strengthens the good reputation and success of your company.
Effective phone training for lasting results
In our phone training (e.g. in-house training at your company) we analyse proven conversation guides and those decisive details that frequently determine the success of a phone call. Through positive choice of language, skilful conversation management, targeted questioning technique and reliable follow-through, you will master even demanding conversation situations and complaints confidently and in a goal-oriented manner.
Our phone training questions existing habits on the phone and sets new impulses for professional customer care. The phone training conveys practice-oriented techniques that you can implement immediately in your day-to-day work. In this way, the phone training develops your competence to turn every conversation into a positive customer experience.
Your advantages
We are happy to accompany and support you in all areas of telephone communication. Benefit from the comprehensive experience of our trainer as a former head of a service centre. This practical orientation makes our phone training particularly valuable and application-oriented.
Benefits of Phone Training
You ...
- gain greater confidence when dealing with objections and challenging situations
- behave correctly in different types of conversations and with different customer types
- know the most important telephone standards and apply them with confidence
- know the 18 key points of a successful phone call and can apply them
- speak in a goal-oriented, positive and cooperative manner
- connect callers accurately to the responsible person thanks to structured questioning technique
- improve your inner attitude towards the telephone as a communication tool
- achieve concrete agreements on the phone and follow through reliably
- apply win-win strategies in a targeted way in customer contact
- train your telephone competence in 1:1 situations with personal feedback
- recognise your own strengths and development potential
- deal confidently with difficult customers and resolve conflicts constructively to strengthen the customer relationship
Phone Training – Main Process Modules
(defined in detail in collaboration with you)
- Key factors of interpersonal communication
- Answering and managing phone calls professionally
- Important conversation phases during telephone contact
- Customer-oriented transfers (triage) and callbacks
- Successful arguing and negotiating on the phone
- Using questioning technique and active listening in a targeted way
- Voice training and tonality: convincing with your voice
- Mastering the decisive first impression on the phone
- Recognising customer expectations and following through concretely
- Professional reception and transfer of customers
- Taking a clear stance and conveying values convincingly
- Handling objections and complaints as an opportunity for customer retention
- Conveying competence and customer orientation convincingly
- Knowing and purposefully cultivating trust factors
- Making reliable and concrete agreements
- Developing from advisor to allied and indispensable partner
- Discussing telephone evaluation and establishing implementation points
For the Telephone Sales Training please click here: Telephone Sales Training
Phone Training document and further information sent to your e-mail
Topics related to the telephone
1. Phone Training – for the field sales force
2. Tailored Phone Training – consultation on training content
3. Telephone Course – Professional Telephoning
4. Phone Training – for cold calls
5. Phone Training – to win new customers
6. Collections – achieving goals
7. Phone Training for inside sales
Previous and current collaborations
Amag, UniversitätsSpital Zürich, StWZ Energie, Testex, Wenger & Vieli, HSG, SwissRe, FIFA Museum, Fairmed, Zürich Versicherung, Stadtwerk Winterthur, MichaelPage, Migros, V-Zug, Amnesty International, Feinheit, ACS, atupri, Mepha, Die Post, CKW, UBS, Netstream, Sanitas, Samsung, Lindy, Micro, Hirslanden Kliniken, KPMG, Schweizer Paraplegiker Stiftung, Stadt Bern, Akzo Nobel, Avadis, Nestlé and many other valued companies.
Customer Testimonials
It was a very practice-oriented, varied and inspiring training. I was able to take away a great deal for my day-to-day work and would recommend the course.
René Surber is an outstanding coach; the training was very engaging, varied and enormously beneficial. Many thanks to René!
I found the course very good. The presenter covered the topics very well and in a clear, illustrative way. I was able to take away a great deal, both for my professional and personal life.
Where do we offer phone training?
We offer phone training wherever you are – in Switzerland's major cities,
e.g.: Phone Training Zurich | Phone Training Berne. Wherever your needs matter.
Of course we also conduct in-house phone training.
We look forward to hearing from you.
Contact
FAQ on Phone Training and Professional Telephoning
Professional Behaviour on the Phone
How do you telephone correctly?
1. Preparation is key
- Clarify your goal before the call: what do you want to achieve?
- Have all relevant information ready (documents, customer data, notes).
2. Friendly opening
- Greet the other person by name and introduce yourself.
- Use a positive, clear voice – you can hear a smile on the phone!
3. Structure in the conversation
- Formulate your concern precisely and clearly.
- Listen actively, ask follow-up questions and summarise key points.
4. Professional language
- Avoid filler words and colloquial expressions.
- Stay polite, even when misunderstandings arise.
5. Efficient conversation management
- Keep the conversation goal-oriented without steamrolling the other person.
- Remember: the solution is more important than the problem.
- Note important information during the conversation.
6. Briefly summarise the results / follow through concretely
- Briefly summarise the results.
- Thank the person and say goodbye in a friendly manner.
7. Follow-up
- Document the conversation and complete tasks as agreed.
What is phone training?
Phone training is targeted coaching or a course aimed at improving communication skills on the telephone.
It is frequently used in companies to increase the professionalism and efficiency of telephone calls, particularly in customer contact.
Typical contents of phone training:
- Conversation structure: how to conduct a phone call clearly and in a goal-oriented manner.
- Voice and tone: use of voice, emphasis and speaking pace for a positive impression.
- Active listening: techniques to better understand the other person and avoid misunderstandings.
- Handling difficult situations: professional responses to complaints or conflicts.
- Service orientation: friendliness, empathy and solution-oriented behaviour.
- Sustainable quality assurance: evaluation used as a continuous improvement process.
Handling phone calls in Switzerland (The Golden Rule)
Treat every call the way you yourself would like to be treated – with friendliness, respect and professionalism.
In concrete terms, this means:
- Immediate attention: do not let the phone ring for long and greet the caller in a friendly manner.
- Positive conversational attitude: you can hear a smile on the phone. A friendly voice builds trust.
- Active listening: take the other person seriously, do not interrupt and show understanding.
- Helpfulness: offer solutions rather than emphasising problems.
- Reliable conclusion: clearly summarise the conversation and say thank you.
This rule
1. Greet in a friendly manner
- Answer promptly (let it ring a maximum of 3 times), address the caller by name and use a positive voice.
- Company, first name and surname – allow them to introduce themselves – greet the other person by name – listen to what the person has to say ...
2. Listen actively
- Let the caller finish, be attentive and show understanding.
3. Remain respectful and helpful
- Respond calmly and in a solution-oriented manner even in difficult situations.
4. Speak clearly and professionally
- No technical terms without explanation, clear pronunciation and structured answers.
5. Close reliably
- Summarise the conversation, say thank you and name a clear next step.
6. Follow-up
- Document the conversation and complete tasks as agreed.
Why can telephoning often be difficult?
1. Lack of non-verbal signals
On the phone, facial expressions and gestures are absent, which normally help to steer a conversation. This creates uncertainty about whether the other person understands you correctly.
2. Spontaneity and pressure
Phone calls require quick reactions without much preparation time. This can trigger stress, especially if you are afraid of saying the wrong thing.
3. Fear of being judged
Many people fear appearing incompetent or impolite. These self-doubts increase nervousness.
4. Unclear conversation structure
If you do not know exactly how the conversation should proceed, uncertainty arises. Structure provides security.
5. Lack of practice
Those who rarely use the phone feel unfamiliar and uncertain. Practice reduces this inhibition.
Features of effective phone training in Switzerland
1. Practice-oriented content
Not just theory, but realistic conversation situations, role plays and simulations.
2. Individual telephone evaluation
Analysis of real phone calls (e.g. through recordings or observation) to precisely identify strengths and weaknesses.
3. Subsequent coaching
After the evaluation, tailored coaching follows that addresses personal areas for improvement. This focuses specifically on voice, conversation structure and handling difficult situations.
4. Feedback and continuous improvement
Regular feedback and tips ensure that progress is sustainable.
5. Integration into daily working life
Exercises and recommendations are designed so that they can be implemented immediately in daily telephone contact.
How you make the difference on the phone
The sound of your voice on the phone is influenced by several factors that have both physiological and psychological effects.
Factors influencing vocal quality
1. Posture
An upright posture allows free breathing and a clear, strong tone. Those who sit hunched often sound quiet and uncertain.
2. Breathing
Calm, deep breathing from the abdomen stabilises the voice and prevents rushed or strained speaking.
3. Articulation
Clear pronunciation, especially of first and last names, makes the voice understandable and professional.
4. Speaking pace and pauses
Speaking too fast sounds nervous; too slowly can sound boring. Pauses give structure and make you appear confident.
5. Emotion and mood
You can hear a smile on the phone! Positive emotions colour the tone and make the voice sympathetic.
6. Stress and nervousness
Tension often leads to a higher, more strained voice. Relaxation techniques help to calm the voice.
Tip: Before a phone call, take a deep breath, smile and consciously start slowly – this immediately improves your vocal quality.
How to answer the phone correctly in Switzerland
1. Company name, first name and surname
State your company name and pronounce your first and last name clearly. This creates trust and clarity.
Example: "Company ABC, Anna Meier"
2. Customer introduces themselves
The customer then gives their name. Listen attentively and note the name to show appreciation.
3. Greet the customer
Greet the customer by name: "Hello Mr. Müller"
4. Customer's concern
The customer now states their concern.
5. Be appreciative and address their concern
Thank you for your call. We would be happy to ...
Phone Training by CONSENSIS is a practice-oriented in-house training for companies in Switzerland that trains employees in professional telephone communication. The provider CONSENSIS, based in Zurich, has been conducting in-house training in Zurich, Berne, Basel, Lucerne, Winterthur, St. Gallen and throughout Switzerland since 2009. Trainer René Surber brings direct practical experience as a former head of a service centre.
Telephoning with confidence – our training courses
1. Phone Training – Professional Telephoning2. Telephone Sales Training – for field sales
3. Cold Call Phone Training – first contact with new customers
4. Telephone Acquisition Training – winning new customers
5. Collections Training – achieving goals
