Online seminar: IT service communication for technicians

Communicate simply – build sustainable relationships

The IT service business is changing. And with it, the Requirements for customer communication. It starts with the hotline. And it doesn't stop with the technician. Everywhere employees with When it comes to customers, it's not just about the respective information, but about important steps in building relationships. 

Whether it's answering calls, processing tickets, or participating in project meetings, everyday communication with customers is becoming increasingly important for IT service providers. At the same time, IT service managers are also experiencing the following situations:

• Your technicians do good and reliable work in terms of content, but conversations with customers are often a challenge for them.
• The information gathered during call acceptance is incomplete, or your technicians immediately delve into the solution without having gathered all the necessary information beforehand. 
• Upset customers are regularly referred to the team leaders or managing directors, as no one can calm the customer down.
• Your technicians tend to avoid supposedly difficult customer conversations.

In this four-week seminar, we will work through a customer telephone call together: We start with the opening of the conversation and the first impression, gather relevant information through appropriate questioning techniques and structures, master difficult conversation situations, and clarify what is behind a complaint or grievance. 
We'll build on your personal style and use practical examples from everyday IT work. It's essential that each participant has their own laptop/PC and access to the Teams live event. Group streaming is not permitted.

Through directly applicable content and examples from everyday IT practice, various approaches to authentic and positive customer communication are presented and practiced. Starting conversations, handling complaints, grievances, and dealing with stressed customers are practiced together and will no longer pose a problem after the training.

In this seminar, technicians and service staff learn in a practical way, with numerous exercises, how to communicate confidently with customers and, with a little well-invested time, turn a stressed customer into a satisfied customer.

The questions and challenges from the everyday lives of the participants are the focus and are addressed and practiced in a practical and interactive way.

Participants will receive direct support from the trainer over a period of four weeks. This allows them to test and implement exercises from each module directly in their daily lives. Microsoft Teams provides a platform for exchanging questions, experiences, and feedback with the trainer and other participants between modules. Furthermore, the practical experiences gained from the exercises will be discussed and shared at the beginning of the next module.

• 4 live online training modules of 2 hours each, using the tools zoom and Mural. 
• The modules are self-contained in terms of content and yet build upon each other. 
• Access data and an information care pack will be sent to participants one week before the first module. 
• Participants receive simple, directly applicable exercises between modules for immediate use in everyday life. 
• The recorded video and the documents for each block will be made available to the participants at the end of each module. 
• A closed group will be set up in Zoom, where participants will have the opportunity to exchange ideas and discuss questions with the trainer.
• Two people from the group of participants form a learning partnership to support each other between modules.

Target audience
Technicians, service staff and call center employees

Requirements
Since this is a communication training session, turning on the camera is an important requirement. 

Appointments
4 dates:      
September 15, 2026, from 2:00 PM to 4:00 PM
September 22, 2026, from 2:00 PM to 4:00 PM
September 29, 2026, from 2:00 PM to 4:00 PM
October 6, 2026, from 2:00 PM to 4:00 PM

Agenda

Module 1
Building relationships and first impressions

First impressions count: this applies to phone calls as well, and especially to the still-unfamiliar video conferences that are now becoming part of everyday life for support and service staff. The first module of the training course therefore focuses on actively shaping the start of support conversations. And wherever employees speak with customers, important steps in building relationships are also at stake.

• Methods: Preparation, process and follow-up of a conversation,
  Tips for starting a conversation and building relationships
• Learning objective: To successfully initiate a conversation and build rapport.
• Practical exercise: Consciously and positively shape the opening of the conversation next week

Module 2
Conversations, structure, and information are gained.
To provide appropriate customer support, support staff need clear information to identify customer problems and develop suitable solutions. The second module deals with the structured process of support calls, questioning techniques for gathering information, and the associated documentation.

• Methods: Rules for telephone conversations, questioning techniques, SOAP, HTC
• Learning objective: To ask questions and gather information in a structured manner
• Practical exercise: Ask open questions for one week; work out the answers in a team,
  what information is needed when taking calls

Module 3
De-escalate and communicate positively
Sometimes, a particular challenge in the IT service business is to respond politely to an upset customer and provide competent solutions without losing one's own composure. In the third module, technicians learn to handle such situations confidently and, through active listening, acknowledging the customer's feelings, and positive communication, to transform a stressed customer into a satisfied one.

• Methods: The iceberg model, objection handling, examples of positive communication
• Learning objective: To defuse stressful situations, to communicate positively
• Practical exercise: applying positive formulations in everyday life, defusing situations if necessary.

Module 4
From complaint to need assessment

In stressful situations, we can all get annoyed. But what's really behind a complaint, and why are customer complaints a boon for any company? That's what the fourth module is about. Because the customer appreciates it: they feel their problem is being taken seriously and entrust their IT service provider with finding a solution.

• Methods: Handling complaints and grievances, Trainer of the Day, customer benefits
• Learning objective: to identify the customer need behind a complaint and successfully address it
  use for a satisfied customer
• Practical exercise: Gratitude & Trainer of the Day

platform
MS Teams

Documents
Following each seminar module, participants receive a materials package containing the script, exercises, and checklists for reinforcing and applying the seminar content. Furthermore, support is offered to participants between modules.

Cost
The online seminar costs €249.00 per participant.

certificate 
After the seminar, all participants will receive their certificate of participation digitally.

Lecturer
Kristin Dethloff is the managing director, consultant, and trainer of UBEGA GmbH. She has been closely associated with IT system houses since 2012.
Until the end of 2017, the business administration graduate worked for the Berlin-based systems house NETFOX AG, where she gained extensive experience and a deep appreciation for the systems house business from many perspectives. Since then, Kristin Dethloff has been supporting IT companies in developing processes and organizational structures. As a trainer, she combines practical experience with communication expertise, equipping her participants with practical and readily applicable communication tools.

Participant voices
„"Excellent seminar! The instructor was very adept at addressing the diverse target group. Neither theory nor practice was neglected. Particular attention was paid to the individual situations of participants and specific questions. Highly recommended for anyone who wants to become more aware of the many facets of communication."“
Coretress GmbH Cologne

“Thank you again for the very informative and superbly designed seminar on IT service communication. The presentation was very well structured and, in my opinion, also very practical. There was plenty of time for questions from everyday situations, and every question received a very qualified answer.„
IT system house Ruhr area Witten

„"The training was very enriching overall. The instructor's friendly and competent manner was particularly impressive; she conveyed complex content in an understandable and application-oriented way.".
The provided follow-up material is an excellent resource for reinforcing what was learned. No further suggestions for improvement – I am very satisfied with the structure and content of the training.“
Stefan Schneider, Equada GmbH

„"The course positively surprised me, especially due to its clear focus on the importance of the relationship level in communication and the awareness of one's own communication and behavioral patterns. I found the mix of input and practice/interactive elements to be successful. This meant that the topics didn't remain purely theoretical but could be applied practically right away. The psychoeducational component was a nice bonus and well-balanced – not overwhelming, but substantial."“
Roman Veselý, procado Consulting, IT & Media Service GmbH