Systematic Customer Contact – Confident Telephone Communication in Everyday IT | Day 1

Technology inspires – people decide.
In IT systems houses, the telephone is often the direct line between customer and service. A clear, friendly conversation can make the difference – between a satisfied customers and one frustrated one. Even if you use your smartphone daily in your private life, a business smartphone is still a good option. A phone call is something completely different: You represent your company, you talk to IT customers, who are often stressed or technically overwhelmed – and yet you still have to be friendly and calm and remain solution-oriented. This training shows you how to convince with your voice, structure and service skills.

Target audience
Trainees in IT system houses who regularly have telephone contact with customers, have suppliers or internal contacts - e.g. at 1st or 2nd level -Support, in sales or in administration.

Agenda
– Appear professional – communicate clearly – react confidently
– The basics: How do you create a good atmosphere on the phone?
– Voice & language as a service tool – Consciously shaping impact
– Active listening: truly understanding technical issues
– Questioning techniques for structured and solution-oriented conversations
– Notes and forwarding in the ticketing system – clear, complete, efficient
– Data protection & information security on the telephone
– Dealing with difficult callers, complaints and criticism
– Correctly transferring connections and organizing callbacks
– Smartphone and chat etiquette in a professional environment
– Practical exercises with real IT customer scenarios

The goal of the training
You will gain confidence in customer communication and learn to remain calm even in stressful situations. To remain professional in various situations.
You will learn how to build trust through the right choice of words, tone of voice, and attitude. – and thus not only fulfill your tasks, but become a true service professional in the IT team. you will.

Dates:
November 12, 2026, from 1:00 PM to 5:00 PM
November 19, 2026, from 1:00 PM to 5:00 PM

Lecturer:
Ulrike Dolle is an expert in excellent customer communication and Managing Director of the ADM Institute in Paderborn. For over 30 years, the ADM Institute has supported IT system houses in the areas of solution sales and service excellence, and trains consultants in these fields. Ulrike Dolle works closely with people in support and service engineering, and together with her clients, she uncovers hidden potential to delight customers.