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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 a free 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


Upon successful completion of the course, you will be able to obtain your course completion e-certificate free of cost. Print copy by post is also available at an additional cost of 9.99 and PDF Certificate at 4.99.

Course Curriculum

Diploma in Customer Service: Telephone Etiquette
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

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