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Diploma in Customer Service: Telephone Etiquette
CPDUK Accredited | 50% OFF Certificate & Transcript
31 Students enrolled on this course 4.7 (6 Reviews)
Last updated March 15, 2023
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Telephone etiquette implies being respectful to the person you are talking with, and form a pleasant visual impression over the telephone.
Telephone etiquette is essential for representing a company or business. Through this Diploma in Customer Service: Telephone Etiquette course, you will learn to use proper telephone etiquette, and answer business calls, understand telephone courtesy and equip various telephone skills.
Why choose this course
- Earn an e-certificate upon successful completion.
- Accessible, informative modules taught by expert instructors
- Study in your own time, at your own pace, through your computer tablet or mobile device
- Benefit from instant feedback through mock exams and multiple-choice assessments
- Get 24/7 help or advice from our email and live chat teams
- Full Tutor Support on Weekdays
Course Design
The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.
You are taught through a combination of
- Video lessons
- Online study materials
- Mock exams
- Multiple-choice assessment
Certificate of Achievement
Endorsed Certificate of Achievement from the Quality Licence Scheme
Once the course has been completed and the assessment has been passed, all students are entitled to receive an endorsed certificate. This will provide proof that you have completed your training objectives, and each endorsed certificate can be ordered and delivered to your address for only £99. Please note that overseas students may be charged an additional £10 for postage.
CPD Certificate of Achievement from Janets
Upon successful completion of the course, you will be able to obtain your course completion e-certificate. Print copy by post is also available at an additional cost of £9.99 and PDF Certificate at £4.99.
Endorsement
This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.
Method of Assessment
To successfully complete the course, students will have to take an automated multiple-choice exam. This exam will be online and you will need to score 60% or above to pass the course. After successfully passing the exam, you will be able to apply for Quality Licence Scheme endorsed certificate of achievement.
To verify your enhanced skills in the subject, we recommend that you also complete the assignment questions. These can be completed at any time which is convenient for yourself and will be assessed by our in-house specialised tutors. Full feedback will then be given on your current performance, along with any further advice or support.
Course Curriculum
| Diploma in Customer Service: Telephone Etiquette - Updated Version | |||
| Introduction to Customer Service | 00:25:00 | ||
| What’s Different about Good Customer Service? | 00:14:00 | ||
| Customer Relationship Management | 00:44:00 | ||
| Customer Service Communication Strategies | 00:26:00 | ||
| Aspects of Phone Etiquette | 00:33:00 | ||
| Building Rapport Over the Phone | 00:26:00 | ||
| Inbound and Outbound Calls | 00:18:00 | ||
| Active Listening and Managing Tough Callers | 00:30:00 | ||
| Managing Interoffice Calls and Voicemail | 00:12:00 | ||
| Problem Solving over the Phone | 01:06:00 | ||
| Intra Organisation Dealings | 00:37:00 | ||
| Measuring Customer Service | 00:14:00 | ||
| Diploma in Customer Service: Telephone Etiquette - Old Version | |||
| Module One – Getting Started | 00:05:00 | ||
| Module Two – Aspects of Phone Etiquette | 00:10:00 | ||
| Module Three – Using Proper Phone Language | 00:10:00 | ||
| Module Four – Eliminate Phone Distractions | 00:05:00 | ||
| Module Five – Inbound Calls | 00:05:00 | ||
| Module Six – Outbound Calls | 00:05:00 | ||
| Module Seven – Handling Rude or Angry Callers | 00:10:00 | ||
| Module Eight – Handling Interoffice Calls | 00:05:00 | ||
| Module Nine – Handling Voicemail Messages | 00:05:00 | ||
| Module Ten – Methods of Training Employees | 00:05:00 | ||
| Module Eleven – Correcting Poor Telephone Etiquette | 00:05:00 | ||
| Module Twelve – Wrapping Up | 00:05:00 | ||
| Mock Exam | |||
| Mock Exam-Diploma in Customer Service: Telephone Etiquette | 00:20:00 | ||
| Final Exam | |||
| Final Exam-Diploma in Customer Service: Telephone Etiquette | 00:20:00 | ||
| Assignment | |||
| Assignment – Diploma In Customer Service: Telephone Etiquette | 2 weeks, 1 day | ||
| Order Your Certificate | |||
| Order your Certificate QLS | 00:00:00 | ||
Course Reviews
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Frequently asked questions
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There are no specific prerequisites for this course, nor are there any formal entry requirements. All you need is an internet connection, a good understanding of English and a passion for learning for this course.
You have the flexibility to access the course at any time that suits your schedule. Our courses are self-paced, allowing you to study at your own pace and convenience.
For this course, you will have access to the course materials for 1 year only. This means you can review the content as often as you like within the year, even after you've completed the course. However, if you buy Lifetime Access for the course, you will be able to access the course for a lifetime.
Yes, upon successfully completing the course, you will receive a certificate of completion. This certificate can be a valuable addition to your professional portfolio and can be shared on your various social networks.
We want you to have a positive learning experience. If you're not satisfied with the course, you can request a course transfer or refund within 14 days of the initial purchase.
Our platform provides tracking tools and progress indicators for each course. You can monitor your progress, completed lessons, and assessments through your learner dashboard for the course.
If you encounter technical issues or content-related difficulties with the course, our support team is available to assist you. You can reach out to them for prompt resolution.