Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Cultural Nuances To Consider When Handling German Customers - Livesalesman - Blog

Cultural Nuances To Consider When Handling German Customers

In today’s multicultural business environment, there’s no way you can undermine the importance of cultural awareness. Whether providing customer service in French, Spanish, Portuguese, Chinese, Arabic or any other foreign language, it is essential that you take cultural peculiarities into consideration in your everyday communication. Failing to do so can not only make the conversations seem strange to your international callers but can also lead to a complete communication breakdown. Not to forget the resulting customer dissatisfaction and potential loss of business.

The scenario is no different when dealing with German customers. Germans have their own quirks which distinguish them from many others. Hence, if your business requires you to deal with German clients, your customer experience strategy must incorporate their cultural nuances to ensure stellar service to this set of customers. Here are a few of the cultural peculiarities that any German call center team should be cognizant of when assisting the Huns.

Telephone Etiquette

In Germany, the use of the first name is reserved for one’s family and close friends. Formality is the norm in business dealings. Thus, when offering German customer support services, it is crucial that your German call center agents address callers appropriately, greeting them using their titles and surnames. Typically “Herr” and “Frau” are used to address German-speaking men and married/ widowed women respectively. The usage of “Sie” and “Du” also merits careful consideration. While both imply “you”, the former is more formal and polite while the latter is informal. So, unless one claims to know the person on the other end well enough, they should stick to “Sie”.

Another interesting fact for your German call center team to make a note of is that when picking up the phone, Germans tend to introduce themselves using their last name. Hence, one shouldn’t be surprised if they don’t hear the expected “Guten Morgen” (Good Morning) or “Guten Abend” (Good Evening) when making outbound calls to customers from Germany. Also, call center agents should identify themselves first before requesting for a concerned person else they may be perceived as rude. Germans commonly give out their phone numbers in double digits - minutiae worth keeping in mind when sharing or jotting down contact information.

Small Talk

Extremely direct in their approach, Germans generally don’t bother much with niceties when conducting business. You can even argue that they lack humor and are too pragmatic to be emotional. The average German would rather get straight down to business than invest precious time in exchanging pleasantries. Getting overfriendly or talking about one’s personal life is a ‘no-no’ in Germany as German business protocol demands formality. So, while small talk may be your German call center agents’ strategy to break the ice with a customer, they must engage in it with caution as it may not strike a chord with your German callers. Even if your team makes small talk, it will be wise of them to center the conversations on safer topics such as football, business and beer.

Directness vs. Rudeness

If your team is already acquainted with German stereotypes, they will probably know that the Huns carry an infamous reputation of being direct to the point of rudeness. Not that it implies that they are intentionally curt. It doesn’t. It’s just that the honest and straightforward communication style of Germans manifests itself in their lack of tact when speaking their mind, calling a spade a spade without batting an eyelid! Your team can actually leverage this trait of to their advantage as they know that any feedback coming their way is brutally honest - telling them exactly what works and what doesn’t!

Aptitude for Risk and Level of Flexibility

Their inherent anxious nature makes Germans averse to risks. Extremely meticulous in their approach, they detest chaos and uncertainty in any form, including poor planning, ambiguous statements and disorganized meetings. Business meetings are generally scheduled in advance, aiming for specific outcomes and requiring all parties to adhere to the set agenda shared with them beforehand. Expect a slow decision-making process in the hierarchy-driven business culture. Last-minute adjustments and abrupt changes to the planned scope are not taken kindly and are bound to raise a few eyebrows.

What this implies for your support staff is that they should be thoroughly prepared when providing German customer support services. Likewise, they should not count on on-the-spot judgments in matters that may necessitate the involvement of a decision-making authority - be it the purchase of a relatively more expensive product/service or an alteration to the original scope of the project.

Efficiency coupled with Rationality

Handling German callers with all their idiosyncrasies can sure be challenging for your German call center. However, not so much so if your team makes efforts to delve into the psyche of the Germans to understand why they behave in the way they do. Germans are highly efficient themselves and they seek perfection in everything. This explains why they are so hard to please. They are also a stickler for rules and like to follow policies and procedures to the T. Demonstrating a rational approach in their way of working, they stress more on facts and logic than hyperbole. Thus, instead of trying to impress your German callers with tall claims and glitzy advertising, your team must strive to get it right the first time - ensuring they verify all facts before presenting them to the callers.

Consensual Business Mentality

In Germany, business negotiations are typically consensual and the goal is to achieve a win-win situation for both parties. Thus, when engaged in discussions with German callers, your team should try to come up with resolutions that not only adhere to your business protocols but also accommodate the interest of the callers. Even though discussions are direct and frank, Germans make efforts to keep them non-argumentative. Raising voices or emotional outbursts are not common during business negotiations - something to keep in mind when offering German customer support services.

Response to Hard-selling Techniques

Driven by facts and logic, Germans don’t respond well to marketing gimmicks and overt sales messages. Hence, coach your German call center agents to make a conscious effort to refrain from employing hard-selling techniques when attempting to sell complementary or comparatively higher-end products and services to the callers.


Already dreading the idea of dealing with German callers, fearing they will make you go insane with their finicky nature and demand for perfection? Don’t shun them yet as there are a lot of positives that Germans bring to the table, including their long-term mindset and willingness to invest in lasting business relationships. Germans make reliable and trustworthy partners who like to fulfill their promises and do not shy away from openly highlighting the shortcomings of your products and services. Neither do they mince words when suggesting ways to improve your offerings - a trait worth appreciating if you are serious about elevating your service levels through honest customer feedback.

At LiveSalesman, we specialize in multilingual support, including call center services in German. Our call center agents are fluent in both written and spoken English and German. Moreover, we do not limit our German customer support services to phone alone and also extend support to live chat, mobile and social media. Furthermore, we have the capability to offer your German callers round-the-clock support to ensure they are never left wanting for service because of time difference or limited hours of operation. Reach out to us today to find out how you can leverage our German call center service to add more value to your business without breaking the bank!


Publish Date: November 27, 2018

2022 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation

View more from Livesalesman

Recent Blog Posts:
Covid-19: How to adapt your Customer Service in these strange timesMay 5, 2020
Decoding Customer Service: Valuable lessons I have learnt first handApril 24, 2020
Why Do Customers Make their Terrible Customer Service Experiences Public?April 8, 2020
7 Unforeseen Customer Instances and Ways To Handle ThoseApril 1, 2020
How to Overcome Common Roadblocks to Provide Efficient Multilingual Customer SupportMarch 27, 2020
Coronavirus: How to make sure you don’t lose your customers in this crisisMarch 23, 2020
How to foster creativity in your customer serviceMarch 16, 2020
The mountain of support QA and ways to scale its peakMarch 12, 2020
7 Things great call center managers do every dayMarch 9, 2020
How eCommerce businesses should deal with post holiday returnsMarch 4, 2020

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =