Rigorous trainer selection
Each trainer is validated on three criteria: hands-on field expertise, proven pedagogy and alignment with your industry.
- Triple validation: technical, pedagogical, sectoral.
- Minimum rating 4.8/5 over the last 12 sessions.
Training Active Listening - Boost Customer Satisfaction in Telecoms
Trusted by — schools, companies and industrial groups
41,224 programs · 25 countries
Every program built with a dedicated engineer
Companies: Aptar, ArcelorMittal, Equans, EDF, Ubisoft, Microsoft and Atos.
Active Listening training objectives
- Master advanced active listening techniques to optimize interactions in the telecom business
- Develop precise reformulation skills during professional certification training
- Design empathetic responses tailored to 5G and fiber optic challenges
- Implement active listening in VoIP scenarios to retain customers
- Optimize complaint management through structured professional listening
- Evaluate the impact of active listening on telecom team performance
Program
Active Listening curriculum: 4 modules over 4 days
Module 1 : Active Listening Fundamentals: Basic Techniques and Professional Posture (immersive exercises, feedback)
Discover the pillars of active listening adapted to the telecom sector, through role-plays on failing 5G calls, reformulate fiber optic customer needs precisely, practice emotional neutrality in the face of common VoIP frustrations, receive individualized feedback from the trainer, produce a first personal assessment of your gains, integrate tools like strategic silence to capture weak signals.
Module 2 : Advanced Active Listening: Reformulation and Open Questions (telecom case studies, evaluation grids)
Dive into active reformulation for complex support calls, analyze real VoIP hotline recordings, formulate open questions on fiber optic outages, simulate 5G exchanges with demanding customers, evaluate peers in pairs, build personalized listening scripts, consolidate skills through enriching group debriefs, aim for fluent mastery in professional contexts.
Module 3 : Active Listening in Crisis Situations: Complaint and Escalation Management (role-playing, post-mortem analyses)
Tackle tense scenarios like massive 5G outages or fiber failures, activate empathetic listening to de-escalate, practice client-technician-VoIP triangulation, debrief each role-play with satisfaction metrics, identify common emotional pitfalls in telecoms, develop customer recovery strategies, produce a personal action plan, build resilience through intensive simulations and cross-feedback.
Module 4 : Active Listening Integration: Team Optimization and Follow-Up (action plans, skills certification)
Integrate active listening into daily telecom processes, develop internal training for 5G and VoIP teams, simulate fiber optic customer audits, validate skills via final evaluation, receive your Qualiopi certification, define a post-training follow-up plan, share best practices in group, measure impact on retention, leave with concrete tools to boost company performance.
How Active Listening skills are assessed
- Filmed role-playing with video feedback
- Interactive quizzes on real telecom cases
- Qualiopi certificate validating intermediate skills
How the Active Listening course is taught
- Immersive pedagogy 70% practical
- Groups limited to 10 for rich interactions
- Digital tools for VoIP/5G simulations
- 3-month post-training follow-up included
Active Listening training: access and practical arrangements
The Training Active Listening - Boost Customer Satisfaction in Telecoms program is delivered onsite or remote (blended-learning, virtual classroom, remote presence). At Learni, an industry-certified training organization, every program is built to maximize skills acquisition regardless of the chosen format.
The trainer alternates between demonstrative, interrogative and active methods (through hands-on labs and/or scenarios). This pedagogical approach guarantees concrete learning that's immediately applicable at work.
Equipment required
For the smooth delivery of the Training Active Listening - Boost Customer Satisfaction in Telecoms program, the following equipment is required:
- Mac or PC computers, high-speed fiber internet, whiteboard or flipchart, projector or interactive touch screen (for remote sessions)
- Training environments installed on workstations or accessible online
- Course materials, hands-on exercises and complementary resources
- Post-training access to materials and educational resources
For intra-company training on a site outside Learni, the client commits to providing all required teaching materials (computers, internet, etc.) for the smooth delivery of the program in line with the prerequisites in the communicated program.
* contact us for remote delivery feasibility** ratio varies depending on the program
Skills assessment methods
Assessment of skills acquired during the Training Active Listening - Boost Customer Satisfaction in Telecoms program is performed through:
- During training: case studies, hands-on labs and professional scenarios
- End of training: self-assessment questionnaire and skills evaluation by the trainer
- After training: completion certificate detailing acquired skills
Program accessibility
Learni is committed to making its programs accessible. All our programs are accessible to people with disabilities. Our teams are available to adapt the pedagogical methods to your specific needs. Please contact us for any adjustment request.
Enrollment terms and lead times
Registration is possible up to 48 business hours before the start of training. All our programs are built for corporate L&D budgets and delivered onsite or remotely.
The Learni story
Founded by engineers and learning experts, Learni's mission is to make high-impact tech training accessible to teams everywhere. We work remotely with organizations across the US and Canada, in your time zone, to help teams upskill fast.
Our method
How Learni guarantees the quality of your Active Listening training
Before, during, after: we frame the brief, introduce the trainer, tailor the content and measure impact. You stay in control from kickoff to wrap-up.
You meet the trainer beforehand
30-minute video call between you and the selected trainer to validate the fit, adjust content and clear any final doubts.
- Live briefing on goals and team context.
- Veto right — we swap the trainer for free if needed.
Content tailored to your context
No recycled slides. The syllabus is reworked from your real cases: tools, constraints, vocabulary, ongoing projects.
- Hands-on cases drawn from your stack and projects.
- Program co-written then validated by your team.
Continuous quality follow-up
Live evaluations, 30/90/180-day check-ins and a consolidation plan. If the impact misses the mark, we rework it.
- NPS, knowledge quizzes and skills self-assessment.
- Satisfaction guarantee: fully satisfied or free rework.
A simple promise: you don't pay to discover the trainer on day one. Everything is validated upfront, by you.
Our social commitment
A school kit donated to a child for every training booked
To fight inequalities in access to education, Learni donates a complete school kit to a child in need for every training booked. You build your skills, a child heads back to school.
- Backpack, notebooks and essential supplies
- Distributed through our partner charities
- Included, at no extra cost to you
FAQ
Active Listening: frequently asked questions
Which tools are used in Active Listening training?+
Hands-on work runs on immersive exercises, feedback, telecom case studies, evaluation grids, role-playing and post-mortem analyses. Those tools come from the Active Listening program itself, delivered on site over 4 days, so participants practise on the stack they will use at work.
What can participants do after Active Listening training?+
They can master advanced active listening techniques to optimize interactions in the telecom business, develop precise reformulation skills during professional certification training and design empathetic responses tailored to 5G and fiber optic challenges. Those are the stated objectives of the Active Listening program at Intermediate level, checked by the end-of-session assessment.
What does the Active Listening program cover, day by day?+
Day 1: Active Listening Fundamentals: Basic Techniques and Professional Posture (immersive exercises, feedback). Day 2: Advanced Active Listening: Reformulation and Open Questions (telecom case studies, evaluation grids). Day 3: Active Listening in Crisis Situations: Complaint and Escalation Management (role-playing, post-mortem analyses). Day 4: Active Listening Integration: Team Optimization and Follow-Up (action plans, skills certification). The Active Listening program runs over 4 days, delivered on site.
How is Active Listening training assessed?+
Assessment relies on filmed role-playing with video feedback, interactive quizzes on real telecom cases and qualiopi certificate validating intermediate skills. Learni issues a completion certificate together with the individual assessment report at the end of the Active Listening program, which an L&D team can file as evidence.
How much does Active Listening training cost per participant?+
Active Listening training costs $4,620 per participant. For an in-company team, the flat rate starts at $7,865 for the whole group, up to 8 people. The detailed quote, sent within one business day, adjusts the amount to the format and how far the syllabus is tailored to your team.
How long does Active Listening training take?+
4 days, available live online (US time zones) or on-site at your offices. Half-day tracks spread over several weeks are possible so the team stays operational.
Who pays for Active Listening training?+
Most US teams pay directly through their company L&D or training budget. Learni invoices in US dollars and accepts bank transfer (ACH/wire) or card, with volume pricing for teams. A purchase order is welcome.
What do participants need to know before Active Listening training?+
Experience in telecom customer support, basics in professional communication, knowledge of handling incoming calls.
Is a certificate issued after Active Listening training?+
Yes. A Learni completion certificate is issued, along with the individual evaluation report. Learni is a certified training provider and prepares for third-party certifications, but does not award them itself.
Does Learni provide the equipment for Active Listening training?+
No. A computer and a stable internet connection are required for each participant. Learni provides the learning platform, the trainer and all course materials.
Your professional training, anywhere
Let's build your Active Listening learning path.
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