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Diploma in Customer Service: Telephone Etiquette
34 Students (6 Reviews)
Overview Diploma in Customer Service: Telephone Etiquette develops the communication techniques and professional behaviours needed to handle customer calls with confidence, clarity, and courtesy. The …
GET THIS COURSE AND 3000+ OTHERS FOR ONLY £49 PER YEAR. FIND OUT MORE
Overview
Diploma in Customer Service: Telephone Etiquette develops the communication techniques and professional behaviours needed to handle customer calls with confidence, clarity, and courtesy. The course explores essential telephone skills such as answering calls professionally, introducing yourself, identifying customer needs, active listening, questioning, call transfers, message taking, information delivery, and closing conversations appropriately. Learners will gain practical insight into creating positive telephone experiences while representing an organisation in a professional manner.
A successful customer call depends on more than simply providing an answer; tone, pace, attentiveness, and professionalism can shape how the entire interaction is perceived. Learners will examine techniques for maintaining a helpful telephone manner, controlling conversations appropriately, clarifying customer requests, managing interruptions, dealing with difficult callers, handling complaints, and responding calmly under pressure. The training also considers telephone scripts, hold procedures, confidentiality, accurate record keeping, escalation, follow-up, and adapting communication to different customer needs.
Strong telephone etiquette can be valuable in customer service, reception, sales, hospitality, healthcare, administration, call centres, and other customer-facing environments. The programme can benefit both new and experienced professionals who communicate with customers by phone. Alongside telephone techniques, learners can develop transferable capabilities such as active listening, empathy, verbal communication, patience, problem-solving, emotional control, professionalism, information accuracy, customer relationship building, and service-focused thinking.
Learning Outcomes
- Understand the principles of professional telephone etiquette and customer service
- Apply appropriate techniques for answering, transferring, holding, and ending customer calls
- Use tone, pace, language, and questioning effectively during telephone conversations
- Develop active listening and clarification skills to understand customer requirements
- Handle complaints, difficult callers, and challenging conversations with professionalism
- Record and communicate customer information accurately while maintaining appropriate confidentiality
Why choose this course
- Affordable, Accessible, informative and well-structured study materials
- Earn a globally recognised accredited qualification
- Study in your own time, at your own pace, through any device
- Benefit from feedback through mock exams and multiple-choice assessments
- Excellent career advancement/career switch opportunities
- Get 24/7 help or advice from our email and live chat teams
Certification
Endorsed Certificate of Achievement from the Quality Licence Scheme
Upon successful completion of the final assessment, you will be eligible to apply for the Quality Licence Scheme Endorsed Certificate of achievement. This certificate will be delivered to your doorstep through the post for £99. An extra £10 postage charge will be required for students leaving overseas.
CPD Accredited Certificate
After the successful completion of the final assessment, you will receive a CPD-accredited certificate of achievement. The PDF certificate is for 9.99, and it will be sent to you immediately after through e-mail. You can get the hard copy for 15.99, which will reach your doorsteps by post.
Entry Requirements
No formal qualifications or previous telephone customer service experience are required. The course is suitable for beginners as well as employees who already communicate with customers by phone and want to improve their professional approach. A willingness to practise communication techniques and develop confidence in telephone interactions will be beneficial.
Who is this course for?
This course is ideal for:
- Customer service and call centre professionals
- Receptionists and front-desk employees
- Telephone sales and support staff
- Administrative and office professionals
- Individuals preparing for customer-facing roles
Career Paths
This diploma can support progression into roles such as:
- Customer Service Advisor
- Call Centre Representative
- Telephone Support Agent
- Receptionist
- Customer Care Assistant
- Client Support Executive
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 | ||
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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.